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Enterprise Collaboration

Enterprise Collaboration

Written by: EM360
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 This podcast series explores the core areas of enterprise collaboration including CCaaS, CPaaS, UCaaS. As we understand how these services are transforming the enterprise by making businesses work better.Copyright 2020 EM360 Economics Management Management & Leadership Politics & Government
Episodes
  • The Case for Cloud Contact Centres with Vonage and NewVoiceMedia

    The Case for Cloud Contact Centres with Vonage and NewVoiceMedia
    Apr 6 2020
    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 wider sphere of collaboration? Furthermore, what impact does CCaaS have on communications platforms? In this podcast, https://www.jarnoldassociates.com/ (Jon Arnold) of J Arnold and Associates explores these questions with https://www.linkedin.com/in/rdave/ (Rishi Dave), CMO at https://www.vonage.co.uk/ (Vonage). Firstly, Rishi shares his definition of the CCaaS model. Then, he outlines the core elements of cloud-based contact centre solutions. Once an overview is firmly established, Rishi draws up comparisons between cloud and premise-based solutions. He then explains how organisations can benefit from moving to the cloud. Finally, Rishi emphasises how and why communications is at the heart of experience.
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    28 mins
  • Using the Cloud to Transform Customer Experience with Vonage and NewVoiceMedia

    Using the Cloud to Transform Customer Experience with Vonage and NewVoiceMedia
    Apr 6 2020
    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 technologies and the continuous changes in customer expectations. As of late, these expectations now include instant gratification and being able to use the channels of their choice. In the second of a three-part series, https://www.jarnoldassociates.com/ (Jon Arnold) of J Arnold and Associates speaks with https://www.vonage.co.uk/ (Vonage's) CMO, https://www.linkedin.com/in/rdave/ (Rishi Dave), about what makes great CX. Then, Rishi details the role that cloud-based technology plays and how it can work hand-in-hand with artificial intelligence (AI). In particular, Rishi explores how AI can analyse conversations and learn from them for future improvement. Furthermore, Rishi outlines how cloud can drive the capabilities and integrations necessary to delivering the best possible CX. Finally, Rishi lends his guidance on what to look for when choosing their cloud technology partner.
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    27 mins
  • Unified Communications, Contact Centres, and Communications Platforms with Vonage and NewVoiceMedia

    Unified Communications, Contact Centres, and Communications Platforms with Vonage and NewVoiceMedia
    Apr 6 2020
    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 must be flexible enough to meet their evolving expectations. By embracing CPaaS, organisations can enjoy ultimate flexibility. In the last of this three-part series, https://www.jarnoldassociates.com/ (Jon Arnold) of J Arnold and Associates speaks with https://www.linkedin.com/in/rdave/ (Rishi Dave), CMO at https://www.vonage.co.uk/ (Vonage). Rishi demonstrates how AI can help you resolve simple customer queries quickly. This has reinvented the role of the agent to deal with the higher level questions. By integrating call centres as a service (CCaaS), you can enjoy quick internal collaboration to get the customer to the right agent in this instance. Rishi then builds on this idea and demonstrates what he thinks this means for the future of experience. Furthermore, Rishi advises on customisation and personalisation capabilities of CPaaS. All in all, embracing CPaaS presents itself as a surefire way to keep ahead of competitors.
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    30 mins
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