In this week's episode we're speaking with https://www.linkedin.com/in/benrafferty/ (Ben Rafferty), Chief Innovation Officer at https://semafone.com/gb/ (Semafone). Firstly, Ben explores how omnichannel communication tools are game changers fo

The Intersection of AI and CX with Parlamind

Sep 28th, 2020 44m 46s

In this podcast, Jon Arnold of https://www.jarnoldassociates.com/ (J Arnold and Associates) speaks with https://parlamind.com/en/ (parlamind's) Co-Founder and CTO, https://www.linkedin.com/in/tobias-lehmann-23995bb4/ (Tobias Lehmann) and https:

The use of AI for Omnichannel Customer Engagement with Parlamind

Sep 21st, 2020 18m 39s

In this episode, parlamind's Co-Founder and CTO, Tobias Lehmann, shares his thoughts on implementing AI as part of a sound Customer Service strategy. To begin with, Tobias explains the key issues we are seeing in an omnichannel strategy that do

The Human Side of Communications with Cowry Consulting and Vonage

Sep 14th, 2020 18m 42s

In this podcast, https://www.linkedin.com/in/ella-morrison-8a2765b4/ (Ella Morrison), Behavioural Designer at https://www.cowryconsulting.com/ (Cowry Consulting) gives an overview of what the ‘human side’ of communications actually is, as well

A Closer Look at Remote Working with monday.com

Sep 7th, 2020 39m 46s

In this podcast, Jon Arnold of https://www.jarnoldassociates.com/ (J Arnold and Associates) speaks with https://www.linkedin.com/in/mbburns/ (Matt Burns), Startup Initiative Lead at https://monday.com/ (monday.com) to take a closer look at this

Defining Use Cases to Get a Great ROI on Collaboration with PGi

Apr 6th, 2020 43m 35s

Collaboration is of great importance for today's marketplace. The connotation of the term is teamwork for task completion, and today there are a number of tools available that drive this. However, these days, collaboration has evolved to become

The Current State of Telephony for Canadian Businesses with Versature

Apr 6th, 2020 40m 23s

Voice over Internet Protocol (VoIP) has asserted itself as the future of telephony. However, many businesses are still using legacy systems, which today's digital workplace is increasingly outgrowing. Thus, it has become critical for decision-m

Cloud communications and the New Voice with Speechmatics

Apr 6th, 2020 39m 37s

In the workplace, telephony has defined voice for a long time. However, since the introduction of VoIP, a lot has changed. In particular, the transition from circuit based telephony to packets has played a large part in where we are now, paving

Extending the Value Proposition Beyond the Contact Center with Talkdesk

Apr 6th, 2020 39m 22s

With the majority of contact centers still being premises-based, there is now a serious shift in attitude towards the cloud. Organisations have to ascertain the full benefits of full cloud migration within their business. With on-premises remai

How Collaboration Is Transforming Business with 8x8

Apr 6th, 2020 35m 7s

Customer engagement has surfaced as a key business imperative as of late. This puts pressure on contact centres to keep up with ever-changing customer expectations. Much of this is down to new technologies, which have led to less patience and m

Unified Communications, Contact Centres, and Communications Platforms with Vonage and NewVoiceMedia

Apr 6th, 2020 29m 53s

Communications platforms as a service (CPaaS) offers another dimension to using the cloud. In light of changing customer demands and the role communications plays in this, delivering a good customer experience (CX) is a must. Thus, companies mu

Using the Cloud to Transform Customer Experience with Vonage and NewVoiceMedia

Apr 6th, 2020 26m 58s

Customer experience (CX) is driving competition across organisations. In particular, organisations are becoming increasingly focused on offering the best CX in their field. To do so, businesses must be able to keep up with the myriad technologi

The Case for Cloud Contact Centres with Vonage and NewVoiceMedia

Apr 6th, 2020 27m 51s

Cloud solutions offer great promise for contact centres. In particular, Contact Centres as a Service (CCaaS) can help companies deliver a better customer experience. However, following its induction, what place does CCaaS currently hold in the

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