सर्वश्रेष्ठ Ccaa पॉडकास्टस (2024)

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19: Omningage and Rocket CCaaS 37:00

23d ago37:00

37:00

Send us a text In this episode of ACP, hosts Tom and Alex are joined by special guest Ajmal Mahmood, Customer Experience Director at Omningage. Ajmal shares his extensive background in the contact center industry, discusses the building of Omningage's Amazon Connect-based product Rocket CCaaS, and highlights the innovative features and benefits of …

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20: Simon Leyland, CEO CloudInteract 35:07

9d ago35:07

35:07

Send us a text In this episode of ACP, hosts Tom and Alex welcome Simon Leyland, the CEO and co-founder of CloudInteract. They discuss Simon's career journey from the telecommunications and IT sectors to establishing CloudInteract, focusing on revolutionizing customer experience. The conversation covers the transition from traditional telephony to …

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13. Pioneering Unified Communications: AudioCodes' AI Innovations 20:47

13d ago20:47

20:47

In this episode of Always On CX:EX, we bring back Gidi Adlersberg, Voca CIC Business Line Manager at AudioCodes, for a webinar he appeared on with Evan Kirstel, B2B TechFluencer and Industry Expert. They discuss AudioCodes' evolution, its partnership with Microsoft, and its ventures into AI and contact center solutions. ============================…

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Ep: 6 - The Future of AI in CX: Letting AI Drive 50:04

14d ago50:04

50:04

Kicking off a new season of the podcast, we take a quick look back before tackling the question of how AI is changing the landscape of CX. We also discuss how AI is revolutionizing not just customer service but also the way we think about, procure, and implement AI. And Tom greatly oversimplifies the deployment of AI, though he has a good point. Th…

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12. Successfully Integrating Microsoft Teams and Contact Center 21:22

1M ago21:22

21:22

In this episode of AudioCodes' Podcast, host Josh Chronister discusses the integration of Microsoft Teams and contact centers with guests Irwin Lazar from Metrigy and Gidi Adlersberg from AudioCodes. They explore the convergence of unified communications (UC) and contact centers (CC), Microsoft's offerings in the customer experience market, and the…

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18: Learning & Development 29:01

1M ago29:01

29:01

Send us a text Join us in the studio as we dive into the realm of Amazon Connect's learning and development. Discussing the dynamic nature of Amazon Connect, we explore how to stay updated with its continuous feature changes. Discover the new AWS Skill Builder learning plans tailored for Amazon Connect, including a deep dive into the Amazon Connect…

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11. Everything You Need to Know About an Azure-Native Teams Contact Center Integration 32:12

2M ago32:12

32:12

In this episode of Always on CXEX, host Josh Chronister is joined by Gidi Adlersberg, Director of Voca Conversational Interaction Center at AudioCodes. They discuss the relationship between Microsoft Azure and Microsoft Teams in the context of contact center integrations. =========================================================== Best Moments: (01…

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17: Performance monitoring and experience management with Operata 27:43

2M ago27:43

27:43

Send us a text In this episode of ACP, hosts Tom and Alex delve into the world of contact center optimization with John Mitchem, co-founder and CTO of Operata. John shares insights on his two-decade career in contact centers, leading to the establishment of Operata. The discussion covers the evolution from traditional contact center monitoring to m…

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10. Integrating CX Capabilities Beyond the Contact Center: Sales Team 39:44

2M ago39:44

39:44

In this episode, host Josh Chronister interviews Marie Vassilatos, Director of Contact Center Sales at AudioCodes, about integrating customer experience capabilities into sales departments. They discuss how improving CX for sales teams leads to better customer satisfaction and loyalty, share real-world examples & use cases, explore relevant metrics…

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16: re:Invent is Coming 31:25

2M ago31:25

31:25

Send us a text Join Tom and Alex in the studio as they dive into the latest updates and innovations in Amazon Connect, preview AWS re:Invent 2024, and explore the importance of planning for this massive event. Discover what's new with Amazon Connect, including free-text search functions, enhanced generative AI summaries, and new dashboards. Learn a…

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15: Quality Monitoring 29:47

3M ago29:47

29:47

Send us a text Deep Dive into Quality Monitoring with Amazon Connect. Join Alex and Tom as they delve into the latest updates in quality monitoring for contact centers. Discussing Amazon Connect's new metrics, APIs, and advanced quality management tools, they explore the tech that can transform the evaluation process, ensuring better customer inter…

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9. A Practical View of What’s Trending with Microsoft, Contact Center, & AI 20:52

3M ago20:52

20:52

In this episode, guest-host Jon Zoltie is joined by Tom Arbuthnot, a leading Microsoft specialist, to discuss practical insights on what's trending with Microsoft Contact Center and AI. =========================================================== Best Moments: (03:54) Exploring the latest developments in Microsoft Teams telephony and UC, including A…

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14: Nopaque 30:18

3M ago30:18

30:18

Send us a text In this episode of ACP, we are joined by Phil Smith and Steve Mew from Nopaque. They dive deep into their journey through cloud computing, the inception of Nopaque, and how they're tackling challenges in telecommunication testing with innovative tools. They discuss the significance of IVR mapping, integration of AI, and the future of…

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8. How to Design User Experience with ALL Users in Mind 27:42

3M ago27:42

27:42

In this episode, Josh Chronister joins Jon Zoltie to discuss designing great user experiences for contact center agents, supervisors, and customers. They cover topics like IVR design, agent and supervisor interfaces, omni-channel capabilities, and how enhancing internal experiences ultimately improves customer satisfaction. ========================…

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13: AI in Amazon Connect 28:50

4M ago28:50

28:50

Send us a text In this episode of ACP, Tom and Alex dive deep into the exciting world of AI in Amazon Connect. They discuss how AI is transforming the contact center landscape by empowering agents, enhancing customer self-service, and providing supervisors with crucial insights. Key areas of focus include AI-driven agent assist with Amazon Q, compr…

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12: The Independent User Group for Amazon Connect Inaugural Meetup 34:54

4M ago34:54

34:54

Send us a text In this episode of the ACP podcast, we broadcast from the inaugural meetup of the Independent User Group for Amazon Connect, held at the London Stadium in the UK. We kick off setting the scene and highlighting the excitement surrounding the event. Throughout the episode, we managed to track down and talk to some of the key figures at…

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7. Unveiling the Architecture and Design of Modern Contact Centers on Microsoft Teams 38:04

4M ago38:04

38:04

In this episode of Always On CX:EX, Josh Chronister talks with Manoj Priyankara, Director of Solution Architecture at AudioCodes, about designing and architecting Microsoft Teams contact centers. They discuss the differences between Teams-based contact centers vs. standalone contact centers, scalability of a cloud solution, omnichannel customer int…

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11: After Deployment with Corey Miller, AWS 31:44

4M ago31:44

31:44

Send us a text In this episode of ACP, we were joined by Corey Miller, a Senior Engagement Manager at Amazon Web Services. Corey brings a unique perspective to the table with his extensive background, which includes a 28-year tenure in the United States Air Force as a military police officer and his subsequent transition into the technology sector,…

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6. Inside Look: How You Can Deliver Better CX with Microsoft Teams 32:30

5M ago32:30

32:30

In this episode of Always On CX:EX, host Josh Chronister talks with Jasper Filon, a contact center expert at AudioCodes, about how logistics companies can improve customer experience with Microsoft Teams. They discuss the benefits of Teams as a cloud-based platform, integrating contact center features into Teams, using AI for automation, and best p…

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10: Arie Hazekamp, Amazon Connect 28:35

5M ago28:35

28:35

Send us a text This week we are joined by special guest Arie Hazekamp, a Senior Partner Solutions Architect from AWS, all the way from sunny Barcelona. Arie shares his journey into the world of AWS and Amazon Connect, highlighting the transformative impact cloud technology has had on customer experience solutions. The episode delves into the essent…

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5. 5 Crucial Factors of a Microsoft Teams CCaaS You Need to Know 23:46

5M ago23:46

23:46

Not all contact center integrations for Microsoft Teams are built the same. - Some are certified by Microsoft, and some aren't. - Some have built-in Conversational AI, and some don't. - Some have an Azure-native integration with Microsoft Teams, and some don't. You get the idea! In this episode of Always On CX:EX, Jon Zoltie breaks down the top 5 q…

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4. How to Build an IVR Your Customers Won’t Hate 32:06

5M ago32:06

32:06

Designing an IVR your customers don’t hate isn’t as difficult and time-consuming as it sounds. And no, we’re not talking about another DTMF menu. No one likes waiting through a list of nine options to then forget what #3 was. We’re talking about speech-driven or conversational IVRs. You know, the ones that: - Callers are no longer limited to 10 opt…

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3. Why Consolidate Your UC & Contact Center 30:57

5M ago30:57

30:57

There’s been a lot of talk in the market about UC and contact center consolidation. But is it just talk, or could this be a viable long-term strategy? The benefits can’t be denied – more knowledgeable agents, CX abilities for employees beyond the contact center, cost savings, etc. But sometimes these two communication platforms don’t fit like a glo…

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2. Why Voice is Still the Leading Support Channel 40:24

5M ago40:24

40:24

There’s been significant development in digital support channels like Chat and Email, but Voice remains the surefire channel for providing exceptional customer support. Leading with Voice requires the right mix of Conversational AI for handling mundane tasks and knowledgeable Agents for complex issues. But how do you know if you are using the right…

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1. Where Teams Voice Ends and Contact Center Begins 32:49

5M ago32:49

32:49

Microsoft Teams' growth as a collaboration tool has led organizations to use the platform as a base for improving customer experiences. However, the basic Teams Contact Center capabilities limit organizations in providing a high-level service experience for callers. Does this mean the only other option is a larger CCaaS vendor with many features th…

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9: Project Management 31:08

5M ago31:08

31:08

Send us a text In this episode of the Amazon Connect Podcast (ACP), we talk to Saffron Archer and Veronica Larena, both delivery leads at CloudInteract, about the key aspects of successfully managing Amazon Connect deployment projects. We delve into the importance of project management, the challenges of coordinating with multiple stakeholders, and…

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8: Workforce Management & Optimization 37:35

6M ago37:35

37:35

Send us a text In this episode of the ACP, we dive into the intricacies of workforce optimization (WFO), workforce management (WFM), workforce engagement management (WEM) with Scott Budding and Rich Pennington from Calabrio. As experts in this area, they discuss the evolution of traditional workforce management practices towards a more agent-centri…

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7: PCI Compliance 28:02

6M ago28:02

28:02

Send us a text In this episode of ACP we delve into the world of PCI compliance with our guest, Dmitri Muntean, managing director at SequenceShift. Dmitri brings his extensive knowledge in PCI compliance and telephony to discuss the challenges and solutions for businesses using Amazon Connect. The episode explores how Dmitri's company, SequenceShif…

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Ep:5 What are some of the most common CX mistakes? 39:52

7M ago39:52

39:52

In this episode, Vic and Tom discuss some of the most common CX mistakes they see and offer some thoughts on how to fix them. Also, Vic channels a previous poor CX with AT&T and has to be bleeped as he relives the experience. Thanks for listening! Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach ou…

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6: Enterprise Connect 2024 33:42

7M ago33:42

33:42

Send us a text In this special episode of ACP, we explore the latest announcements from Enterprise Connect as they relate to Amazon Connect. Discussing features that were just announced, this episode is a real-time analysis, less polished but filled with genuine reactions to the breaking news. Key highlights include: Third-Party App Support for the…

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5: Planning your Amazon Connect deployment 33:25

7M ago33:25

33:25

Send us a text In this podcast episode, Tom Morgan and Alex Baker discuss how to set up and manage an Amazon Connect Contact Centre. They highlight the importance of planning before starting the deployment process and determining how exactly you want to use Amazon Connect. Alex states the importance of understanding the technical side of things and…

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4: Amazon Connect in financial services 25:30

8M ago25:30

25:30

Send us a text In this episode we are joined by John Ing, Independent Cloud Contact Centre Consultant. John is an entrepreneurial and forward thinking technology leader with over 40 years experience in the industry who was an early adopter of Amazon Connect . He led the first UK Bank onto Amazon Connect 5 years ago and has since helped a number of …

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3: Audio and Video Communication Widgets 25:11

8M ago25:11

25:11

Send us a text In this episode Tom & Alex were joined by Bentley Paton - Platform Engineer at CloudInteract - to discuss some of the newest innovations in the Amazon Connect communications widget. We first discuss the existing chat widget capabilities that Connect has had for some time before moving to talk about the addition of audio and video. We…

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2: CRM Integration 39:21

9M ago39:21

39:21

Send us a text In this week's episode, we discuss CRM integration, starting with what that actually means and why you might need or want it. We talk about the CRM that's built right into Amazon Connect with Customer Profiles and Connect Cases. For lots of people (especially if you don't already have a CRM in place) this could be a GREAT solution as…

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1: Introduction to Amazon Connect 20:43

9M ago20:43

20:43

Send us a text Welcome to the first episode of the CloudInteract Connect Podcast! In this episode we introduce ourselves and cover the basics of Amazon Connect: its capabilities and features. We discuss who Amazon Connect is for, how to get it and pay for it, and the pitfalls of "just turning it on". Alex has a great example of a customer that saw …

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Ep:4 Why are we so excited about Enterprise Connect 2023? 45:19

1+ y ago45:19

45:19

In this podcast, we discuss the upcoming Enterprise Connect Conference, why conferences still matter, what we are doing at EC, and why we are so excited to take the podcast on the road! Thanks for listening! Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info. Email – info@your…

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Ep: 3 Why is leadership so critical to CX? - Interview with Brad Cleveland 45:44

2y ago45:44

45:44

In this episode, we sit down with Brad Cleveland, know throughout the world for his insight into all things related to customer experience. Brad is an industry veteran who is one of the leading recognized thought leaders and consultants, as well as a frequent speaker and author of several books. Today, we discuss the important subject of leadership…

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Ep:2 What's the difference between good chat vs. bad chat? 35:21

2y ago35:21

35:21

In this episode, we explore a tale of two chats - one that was excellent, and one that, well, sucked. As more and more interaction go to chat, it is important for companies to not just support chat, but excel at chat. Join us as we deep dive into these two experiences and break down the differences. Thanks for listening! Questions or comments about…

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Ep:1 Why does customer service still suck? 33:13

2y ago33:13

33:13

On our very first episode, we dive into the sad reality that customer service still stinks. Why is this the case? Why is this still a struggle despite large investments in upgrades and moving to the cloud? Tune in as we begin the journey into why customer experience still sucks and what can be done to turn things around. Thanks for listening! Quest…

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Ccaa पॉडकास्टस

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