As we stand at the dawn of a new year, it’s a moment for reflection and anticipation at Agami Tech. The journey of 2023 has been witness to our dedication, hard work, and, most importantly, growth. As the Co-founder and CEO, I am thrilled to share our story, express gratitude to those who have contributed to our success, and outline our vision for the promising year ahead.
Celebrating Milestones
As we reflect on the past year, we have achieved significant milestones that have paved the way for our future endeavours.
We are proud to have established key business partnerships in India and globally, expanding our network and strengthening our global presence in the APAC, MEA, and Africa regions.
In 2023, intalk.io Cloud Contact Center achieved significant growth and success. We experienced a remarkable 10X increase in user base and we successfully onboarded large enterprise customers onto our cloud platform. This growth demonstrated the scalability and reliability of our intalk Cloud platform, which now supports over 10,000 users. Additionally, we expanded our cloud offerings in Africa, APAC, and the Middle East, showcasing our commitment to establishing a global presence.
Another proud moment for us was the successful integration of our intalk.io Contact Center platform with leading CRM platforms, client mobile apps, and widely accepted speech platforms. Through these strategic collaborations, we have been able to deliver comprehensive and integrated solutions for our clients. This has not only enabled them to accelerate their go-to-market strategies but also streamline their processes through seamless integration.
Additionally, as part of our commitment to innovation, we have commenced our work on a new version of intalk.io that boasts enhanced stability, advanced features, and multi-level tenancy capabilities. Our focus on multi-tenancy aligns with our vision of establishing intalk.io as a leading enterprise CPAAS platform. To stay at the forefront of innovation, we made significant investments in our R&D and engineering departments. We have expanded our team with key resources and implemented a second shift to maximise productivity. These strategic initiatives aim to continuously enhance our products and services.
Our focus on scalability and security remains paramount. Looking ahead, we are committed to the emerging industry trends and have already commenced work on new versions of all our products.
Overall, the past year has been a time of growth, innovation, and success for Agami Tech. We are excited about 2024 and remain dedicated to delivering innovative CX solutions and services to our clients around the world.
Vision for 2024
As we stride into 2024, Agami Tech’s vision centers around building upon the triumphs of the past year. Our vision board for the upcoming year outlines ambitious yet achievable goals, with a keen focus on key partnerships, global and domestic business expansion, and securing product recognition on the global industry stage.
Our commitment to global expansion is exemplified by our goal to 3X our international and 2X our domestic revenues. From a platform standpoint, we are determined to launch a true omnichannel platform with self-service capabilities powered by AI-driven BOTS. Additionally, we will prioritise enhancing speech capabilities across our platform suite to meet the market demands.
We aspire to have a stable and scalable enterprise-grade CPAAS offering with multi and sub-tenanting capabilities, ensuring flexibility and efficiency for our growing & diverse clientele.
We are committed to staying ahead of market needs and trends, and to achieve this, we will empower our various departments with the right talent and refine our business processes.
As we look ahead, we remain committed to staying abreast of market trends, encouraging the flow of new ideas, and allowing our teams to take calculated risks.
We believe that innovation is the key to staying relevant and thriving in these fast-changing times. By promoting a culture of inclusivity, collaboration, and continuous learning, we aim to foster an environment where our teams can ideate, innovate, grow, and contribute to our shared vision.
Anticipating CX Trends in 2024
The customer experience landscape is rapidly evolving, and businesses need to adopt innovative strategies to meet the rising expectations of consumers. In 2024, several trends will shape the CX landscape:
- Omnichannel experiences will be the minimum expectation and a must-have in 2024. All interaction channels, including online, offline, and social media, will need to be integrated to provide a cohesive experience across all channels
- The use of AI, chatbots, voice bots, and conversational engagement will continue to grow as a trend in 2024. Chatbots and virtual assistants will be available 24/7 to respond to routine queries, freeing up human agents for more complex tasks.
- Business responses will become proactive, anticipating and addressing customer needs before they become problems or issues.
- Hyper-personalization, which involves customising experiences based on individual preferences and behaviours, will be achieved through advanced analytics and AI-powered personalised recommendations.
- Conversational voice and Natural Language Processing (NLP) will be increasingly used to create more human-like interactions.
- There will be an increased focus on the employee experience (EX) as it directly impacts customer engagement. Businesses will invest in employee training, well-being, and empowerment to improve the overall customer experience (CX).
Agami Tech is committed to incorporating these trends into our product offerings, ensuring that our clients benefit from the latest advancements in customer experience.
Reflections on 2023 and Anticipation for 2024
Looking back at the year gone by, Agami Tech has learned invaluable lessons that will shape our path forward in 2024. The emphasis on adaptability, innovation, and collaborative inclusiveness stands out as we navigate the challenges and opportunities presented by the digital landscape.
Talent acquisition, a formidable challenge, has been a key focus, as attracting and hiring the right talent has become increasingly complex. Our commitment to addressing this challenge involves rethinking traditional approaches, exploring new talent pools, and enhancing our employer brand to attract top-tier professionals in a competitive market.
Additionally, we recognize the need for continuous upskilling and fostering a culture that promotes learning and development. Employee well-being remains paramount in this context. Resilient leadership is crucial as we tackle hiring challenges head-on, ensuring our strategic plans remain agile in the face of an ever-evolving business landscape. My sincere gratitude goes to our partners & clients for their trust and our team for their outstanding contributions.
As we step into 2024, fueled by the strength gained in 2023, we are excited about the promise and potential ahead, anticipating a year of growth, prosperity, and meaningful connections. Wishing all a joyful holiday season and a Happy New Year!
Warm Regards,
Vipin Jethi
Co-founder & CEO, Agami Tech
