After three years of continued growth and success, Liquid Voice has again achieved a record-breaking year in 2023. Our most significant achievement is over 99% growth in our SaaS revenue over the last 12 months.
Now, the Liquid Voice team is looking forward to their end-of-year break to refresh and gear up for a very exciting 2024. Let’s look at some of the successes we have had in 2023, and touch on some of the industry insights and trends that we think we’ll see in the new year.
Our 2023 Wins
🏦 We’ve had some great wins within the banking and finance industry, including significant expansion within one of the world’s top banks.
📈 Our existing customer base continues to add agents and leverage our wider solutions, along with additional imports of legacy data made up of both recordings and multimedia interactions.
🤝 RingCentral and Liquid Voice have partnered together to pair the #1 UCaaS and CCaaS solutions, with our fully integrated next-generation interaction recording and analytics platform.
🛠️ We’ve continued to develop and enhance our products and services portfolio, taking on additional staff along the way, complementing our great pool of talent.
Our 2024 Focus & Predictions
At the end of 2022, we predicted that compliance and quality management would be at the top of most customer-facing organisations’ priority lists in 2023. We were right! In Drata’s 2023 Compliance Trends report, 99% of companies plan to achieve some level of continuous compliance over the next five years. FCA Consumer Duty criteria requires continual improvement which is likely why organisations are attempting to set always-on compliance programmes. Our #1 downloaded asset of 2022 stayed the same through 2023 – and that was our “Guide to Compliance Overwhelm for Contact Centre Managers”. The guide breaks down the vital compliance criteria, beyond software, and is available to download for free, by clicking here.
We will continue to focus on delivering:
- Call recording
- Next-level visibility over interaction data
- PCI-DSS compliant auto-pause and resume capabilities
- Legacy data imports
We have, and will continue to, enhance our unique ‘Single Pane of Glass’, maintaining our direct integration with PowerBI and Tableau so our customers can see the full context of every interaction, and unlock the ability to analyse CX trends.
Also, watch this space for our upcoming AI-powered analytics tool; this is where we see significant growth, as the business benefits for our customers are far-reaching. These include, but are not limited to:
- Transcription technology that is more accurate than a human.
- Agent and Manager productivity improvements.
- Reduced stress levels for Agents.
- Automated call sentiment & summaries.
- Visualisation of interactions with almost instantaneous insights.
- Minimum savings of 25% of your agents’ time.
Stay tuned for the big release by following us on LinkedIn.
In terms of market predictions, we see AI being the main area of growth and interest to businesses. There is so much potential, and with new or planned government restrictions in certain parts of the world, it will be interesting to see how businesses navigate the AI landscape in 2024.
For us, we predict continued growth in our legacy data imports, especially as there aren’t many other companies out there, if any, who can do what we do. If you’d like to read more about our legacy interaction management solution, click here.
Analytics and analytics driven quality management is already looking like a priority for 2024, as more businesses concentrate on delivering a better service by understanding their customers further. Our forthcoming AI-powered solution will aim to address these by giving more insight to agents and managers faster, but CX will definitely be a wider conversation. Our “CX for Contact Centres” best practice guide covering how to deliver a better CX with consistent, ethical and compliant interactions. You can download it here.
To conclude; Liquid Voice has had another great year in both our APAC and UK operations. It’s not all down to the amazingly talented team we have though. A huge thank you must also go to our resellers, partners and especially the great customers we have.
As we move into 2024, we’re sure we’ll continue to see business growth, deliver some great projects, and continue to enhance our solutions further.
I am personally very excited about the launch of our forthcoming AI-powered Analytics solution, although we’re still working out a name for it – if you have any ideas, please let us know!
Have a great Christmas break and I hope you all return in the New Year fully refreshed for all the exciting things to come.
Chris Burden, CEO