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ICMI Contact Center Expo: Key Trends and Focus Points

By Kayleigh Reid

Published October 24, 2023

Last week, the Connex One USA team touched down in sunny Orlando to exhibit at the renowned ICMI Contact Center Expo, and it was nothing short of insightful. This platform offered us not just an avenue to present our innovative solutions, but more critically, an opportunity to enrich our understanding of the evolving dynamics of customer experience. Our longstanding mission has been to elevate the standards of customer engagement, and our presence at ICMI reaffirmed our commitment to relentlessly enhancing the customer journey.



A Glance at Key Trends:

The world of customer contact and support is ever-evolving, and this year’s tradeshow was a testament to that. Here’s a wrap-up of the prominent trends we recognized:

1)The Hidden Costs of Customer Support: One of the most discussed topics was the hidden costs that underpin customer support efforts. From productivity hindrances to agent turnover, these costs can impact a business significantly. With a common pain-point noted that many CCaaS providers only allow for a select few contacts to be an allocated contact for Support, many Heads of Operations and Directors of Customer Service are now also adopting the role of First-Line Support within their organizations. Not only is this hindrance a chargeable cost, but the quality of service can take a hit too with many business leaders drowning in mundane admin tasks.

At Connex One, we’ve always been cognizant of this issue. It’s why we’re proud to offer free 24/7 international support to all our clients and end users, ensuring that they get the assistance they need, when they need it. Whether that’s tips and tricks for how to optimize their campaigns or helping with any issues they might be experiencing.


2) The AI Surge: The influx of interest around AI was palpable with many delegates keen to discover what’s next for the industry. Contact Centers are eager to integrate AI-driven solutions to reduce wait times, minimize costs, and provide uninterrupted 24/7 availability. This shift isn’t just about staying ahead of the curve—it’s about reshaping the curve and meeting new customer demands for self-service and speed-up resolutions.

At Connex One, we are dedicated to advancing our AI capabilities, ensuring our clients are always equipped with cutting-edge tech.With Athena AI, underpinning many of our most popular features including Flow, Quality Manager, WFM and Omnichannel, we believe we’re leading the charge within digital transformation. Not only that, but our own Athena AI module has a suite of native possibilities to enhance the customer journey and ease of use for the agent.


3) Omnichannel: The New Standard: Gone are the days when offering Omnichannel was seen as a game-changer. Now, it’s the baseline. Contact Centers today are all about ensuring 100% availability and open communication lines with their customers. However, the conversation is swiftly moving beyond just Omnichannel. Delegates were eager to discuss how to merge AI, Workforce Management, and Customer Support to elevate the omnichannel experience and critically the metrics for success.

With our own native software built in-house on our own IP, Connex One was braced for this challenge. Already having a breadth of products to complement the core Omnichannel offering, Connex One Reporting and Customisable Dashboard delivers insights into your data with the power to uncover the reasons behind your results and expedite success.

Our time at ICMI was not just an opportunity to showcase our solutions, but to immerse ourselves in the collective wisdom of the industry. It reinforced our belief that the contact center landscape is on the precipice of dramatic transformation, and Connex One is thrilled to be a part of this journey.

For more information on the Connex One Customer Engagement suite please get in touch with our team at or request a free demo of our CX platform here.


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