Discussing The Rise Of Omnichannel Customer Experience With DSTNY Cavell Cloud Conversations podcast

16:23

In this episode, Patrick is joined by Lee Hamilton, Head of Product Marketing at Dstny, to talk about voice communication. As personal and business communication preferences evolve, new channels across messaging and social media take the increasing spotlight, but is voice still relevant? Patrick and Lee discuss the importance of voice for businesses and communication service providers. Voice provides much richer data seams than other communication channels, and this can be vital for technology providers who want to help their customers leverage emerging technologies such as artificial intelligence. In addition to considering voice's status at the core of business communication mediums, Patrick and Lee also explore key considerations for business in terms of capturing all of these interactions from a user perspective.…

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"You are thinking about telecoms AI all wrong" 23:08

for 7 dage siden23:08

23:08

In this episode, Senior Analyst, Finbarr sits down with Dag Peak, Chief Products and Technology Officer at Alianza, to explore the transformative potential of AI in the telecommunications industry. Dag shares his vision for leveraging AI beyond mere network efficiencies, emphasising the importance of delivering enhanced communication services. The discussion delves into practical applications such as real-time language translation and AI-driven copilots for various professions, highlighting how these innovations can revolutionise the way we connect and communicate. Tune in to discover how Alianza is spearheading a renaissance in voice services and what the future holds for telecom providers.…

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Navigating the Future of Contact Centres with Teams and AI 21:35

for 22 dage siden21:35

21:35

In this episode, Finbarr sat down with Oliver Lifely, Head of Sales for UK, Benelux, and Nordics at Luware, to explore the evolving landscape of contact centres. They delve into the integration of Microsoft Teams, the shift towards knowledge workers, and the growing role of AI in enhancing customer interactions. Oliver shares insights on the maturity of Teams as a telephony platform, the practical applications of AI, and the importance of data readiness. Tune in to discover how these technologies are shaping the future of customer service and what it means for businesses today.…

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Breaking Out of the Box: 8x8's Journey to Transform Customer Experience 21:47

for 29 dage siden21:47

21:47

Join Finbarr, Senior Analyst at Cavell, as he sits down with Jamie Stan, Managing Director of EMEA at 8x8, for an insightful discussion on the latest trends in cloud communications and customer experience (CX). In this episode, Jamie shares the story behind 8x8's recent rebrand and how it signifies a broader cultural and technological transformation within the company. They delve into the evolving demands of customers, the integration of AI and data processing in contact centres, and the critical role of partners in delivering innovative solutions. Whether you're an industry professional or simply curious about the future of CX, this episode offers valuable perspectives on navigating the dynamic landscape of cloud communications. Tune in to discover how 8x8 is breaking out of the box and leading the charge in enhancing customer satisfaction and business outcomes.…

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Unlocking APAC’s Potential at Cavell Summit Asia-Pacific 2025 12:42

for 6 weeks siden12:42

12:42

In this episode, Trent (Head of Asia-Pacific), and Patrick (Director of Research) look ahead to Cavell's inaugural APAC summit which is taking place at the end of February. The event will explore opportunities locally in the APAC market as well as international opportunities for local providers looking to expand their services on a global basis. During the podcast Trent takes Patrick through agenda highlights for the summit as well as overviewing the market's leading companies and speakers who are taking part in the event.…

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Cavell's 2025 Predictions for UC & CX 23:56

for 9 weeks siden23:56

23:56

Join Cavell Analysts, Finbarr and Patrick as they talk through their top predictions for the year in the UC and CX spaces. Unlike every other prediction list you've seen so far, they don't just talk about AI, in fact that only properly creeps in for the third prediction. What are the first two? Come find out.…

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Solving Operator Challenges with PingCo 18:43

for 18 weeks siden18:43

18:43

Patrick is joined by the team from PingCo to preview their participation at Cavell Enable which takes place in London on 3rd of December. The podcast explores key challenges that operators are facing when they join programs, such as Operator Connect. Patrick and the PingCo team discuss how operators can maximise commercials, leverage true customer journey automation, and explore customer data to make the most of the opportunity markets like Operator Connect present.…

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Dstny comes to America 17:18

for 23 weeks siden17:18

17:18

Join Cavell's Finbarr Begley and Lee Hamilton from Dstny as they talk about what is new at the company. They discuss the recent Cavell North America Summit, Dstny's increased focus on the American market, and what operating in Europe has taught them that will prepare them for their US expansion.

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Has Artificial Intelligence created the Next Gen PBX? 21:43

for 35 weeks siden21:43

21:43

In this episode, Patrick is joined by Steve Forcum from SIPPIO. Patrick and Steve explore the evolution of PBX systems. With collaboration centric telephony and generative AI PBX systems can now do so much more than their legacy counterparts. Steve takes Patrick through some of the PBX's evolution and provides some examples of how next gen PBX solutions using AI can generate massive ROI for end customers and how this opportunity can be leveraged by channel partners.…

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Will automation cost jobs in the contact centre? 22:19

for 38 weeks siden22:19

22:19

Will automation cause the number of contact centre agents to go up or down? In this episode, Patrick and Finbarr tackle the toughest issue with the current rate of change in the contact centre. They lay out some convincing arguments both ways, so this is an episode not to be missed. Explore more of our contact centre insights here: https://www.cavell.com/knowledge/customer-experience-reports/…

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Expanding through M&A: A discussion with CloudClevr 14:35

for 45 weeks siden14:35

14:35

In this week's podcast our Executive Director, Matt Townend, sat down with CloudClevr 's Group CEO, Steve Harris, to discuss his approach to company expansion through M&A.

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Cavell chats Channel with Nuvias UC 27:36

for 46 weeks siden27:36

27:36

Join Finbarr on our latest episode as he sits down with Joel Chimoindes, CEO of Nuvias UC to talk about the changing nature of the UC channel. The discussion covers a lot of topics including AI, growing complexity of UC solutions, and the need to adjust to rapid rates of change.

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Consumer Expectations Don't Match Industry Capabilities 21:39

for 47 weeks siden21:39

21:39

Join Finbarr and Patrick as they talk through Cavell's latest Consumer Research (Available for free now), where we look at what consumer's think of the current state of CX, and discuss how that matches the current capabilities of the CX industry.

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Investment Opportunities in CX - What to Expect at Cavell Invest 2024 20:16

for 49 weeks siden20:16

20:16

In our latest episode, Finbarr is joined by Cavell's Director, Matt Townend, to discuss investment opportunities and current trends in the run up to Cavell Invest 2024.

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What you Missed at Enterprise Connect 2024 - Cavell's Summary 15:22

for 50 weeks siden15:22