What has been your business/work highlight or achievement of 2024?

Being selected as a finalist in the Editor’s Choice category at the inaugural UC Today Leaders Awards. Attaining Highly Commended in the category, this recognition was for dedication, achievements, and success in the industry, particularly my work in product evangelism, knowledge sharing, and community building for Microsoft’s native and integrated Contact Centre solutions.

Who do you think has had the most positive impact on the UC space in 2024 and why? 

Alan Ross is the Partner Group PM Manager for Customer Experience Applications, Cloud and AI Engineering at Microsoft. Leading a team of product managers, Alan is responsible for the Contact Center Solutions Group. 2024 saw the launch of the Dynamics 365 Contact Center solution, Microsoft’s first native Contact Centre platform which I believe will transform Customer Experience and evolve further bringing UC, CC, CX and CS together. He drives innovation and growth in a key segment of Microsoft, attaining his third Executive Briefing Center award in 2024.

What was your biggest business surprise in 2024?

The launch of the new Microsoft native CCaaS platform Dynamics 365 Contact Center with GA in July was a surprise, but a natural evolution from it’s precursor Digital Contact Center Platform. However, having waited for a native Contact Centre offering since the advent of Microsoft Lync, I did not expect to see this launch. But with the maturity of Copilot, acquisition of Nuance and Customer Service focus, it made complete sense to see this new product emerge.

What was the most useful business book/podcast you’ve read/listened to in 2024?

The Teams Insider Podcast run by Empowering.Cloud is an excellent series, which I highly recommend to peers. Featuring industry experts each episode, distilling and explaining complex content in an easy to digest fashion, this series is essential listening.

What’s the biggest challenge you and your team will face in 2025?

Client requirements are becoming more complex with regards to UC and CC. Sprinkle in Generative AI and building the right solution, phased in the right way to deliver transformation, return on investment and business value, can become complex. Contact Centre solutions are developing at a fast pace, so ensuring the best technical and commercial fit is pivotal. Delivering high-quality consultancy to enable the right technology change for organisations will be our biggest challenge, not new, but now fast-paced to keep up with industry.

What technology will have the greatest impact on your business in 2025 and why?

Microsoft Copilot Studio will transform our business by integrating advanced AI into workflows, automating tasks, generating insights, and enhancing collaboration across tools like Teams, Office 365, and Power BI. Its ability to create custom AI solutions will streamline operations, improve decision-making, and drive innovation.