XCally’s Bold Take on Contact Center Evolution: AI, Automation & the Future of CX
CX Today25 Huhti 2025

XCally’s Bold Take on Contact Center Evolution: AI, Automation & the Future of CX

From omnichannel excellence to AI-driven automation, XCally’s Sales Director Marco Pasculli breaks down the next big shifts in customer experience. In this episode, Rhys Fisher, Deputy Editor at CX Today, is joined by Marco Pasculli, Sales Director at XCally. The pair dived into the hottest trends in the contact center, including reshaping CX, AI automation, and the CRM-CCaaS convergence. Marco shares exclusive insights into how businesses can future-proof their customer interacti...

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Zoom's New CCaaS Packages: An Inside Look

Zoom's New CCaaS Packages: An Inside Look

Watch on YouTube. In December, Zoom released three exciting new packages for the Zoom Contact Center. To dive deeper, we got in touch with Amy Roberge, Head of Global Contact Center Solution Engineeri...

12 Helmi 202421min

The Zoom Contact Center AI: 3 Must-Have Capabilities That'll Drive Rapid ROI

The Zoom Contact Center AI: 3 Must-Have Capabilities That'll Drive Rapid ROI

Watch on YouTube. Zoom is on a CCaaS innovation hot streak, releasing 600 features for its CCaaS platform in just 18 months. Many of those are AI-fuelled. Recognizing this, we sat down with Brandon Kn...

1 Helmi 202421min

CCaaS: Where Are We Now & Where Are We Heading

CCaaS: Where Are We Now & Where Are We Heading

Watch on YouTube. CX Today's Charlie Mitchell hosts Anand Janefalkar, Founder & CEO of UJET, and Baker Johnson, CMO of UJET. In this session, we discuss the evolution of the CCaaS market, considering...

29 Tammi 202425min

AI in the Contact Center: The Opportunities, Risks, and Rewards

AI in the Contact Center: The Opportunities, Risks, and Rewards

Watch on YouTube. CX Today's Charlie Mitchell hosts Michael McCloskey, CEO of Bright Pattern. After a quick introduction into Bright Pattern, they deep dive on contact center AI, considering: The risk...

29 Tammi 202411min

BIG CX News - The Latest on Twilio's CEO Change & Zendesk's Klaus Acquisition

BIG CX News - The Latest on Twilio's CEO Change & Zendesk's Klaus Acquisition

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts to dissect the latest stories from the spa...

24 Tammi 202423min

GenAI-Powered Virtual Agents The Trend, Traps, and Solutions

GenAI-Powered Virtual Agents The Trend, Traps, and Solutions

Watch on YouTube. CX Today's Charlie Mitchell hosts Christoph Börner, Senior Director of Digital at Cyara. We discuss some of the trends, traps, and solutions that relate to GenAI-powered virtual agen...

17 Tammi 202421min

The Forces Shaping Customer Experience (and Why They Matter!)

The Forces Shaping Customer Experience (and Why They Matter!)

Watch on YouTube. CX Today's Charlie Mitchell hosts Julian Hertzog, Head of Sales at babelforce. We break down the forces shaping customer experience, which Julian spoke of during his prize-winning Se...

10 Tammi 202418min

Why Are So Many CCaaS Customers Changing Providers?

Why Are So Many CCaaS Customers Changing Providers?

Watch on YouTube. CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales UK&I / EMEA at Enghouse Interactive. We reflect on a study from Metrigy that found 48.2% of the companies now using cloud-bas...

9 Tammi 202413min