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
  • How Collaboration Is Transforming Business with 8x8

    How Collaboration Is Transforming Business with 8x8
    Apr 6 2020
    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 more demand from customers. As a result, many businesses are turning to cloud to advance their customer engagement. In this podcast, https://www.linkedin.com/in/jarnoldassociates/ (Jon Arnold) of https://www.jarnoldassociates.com/ (J Arnold and Associates) speaks with https://www.linkedin.com/in/mayurpitamber/?originalSubdomain=uk (Mayur Pitamber), Senior Solutions Marketing Manager at https://www.8x8.com/uk (8x8). Firstly, they explore what businesses are doing to meet these expectations, including cloud. Then, Mayur demonstrates the importance of having the right technology partner. Finally, Mayur introduces 8x8's cloud contact centre platform.
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    35 mins
  • Extending the Value Proposition Beyond the Contact Center with Talkdesk

    Extending the Value Proposition Beyond the Contact Center with Talkdesk
    Apr 6 2020
    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 remaining as the only option for a long time, this has almost become a legacy issue which companies need to address. More companies need to look towards the future of how a cloud-based model can bring value to their contact centers. In this podcast, https://www.linkedin.com/in/jarnoldassociates/ (Jon Arnold) of https://www.jarnoldassociates.com/ (J Arnold and Associates) speaks to https://www.linkedin.com/in/steveone03/ (Stephen Bell), Director of Product Marketing at https://www.talkdesk.com (Talkdesk). They discuss firstly an overview of the prevalence of premises-based contact centers. They then break down the interest in cloud and its main variations. Finally, how CCaaS can incorporate complementary pieces such as CRM or WFO.
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    39 mins
  • Cloud communications and the New Voice with Speechmatics

    Cloud communications and the New Voice with Speechmatics
    Apr 6 2020
    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 the way for AI-enabled opportunities. In this podcast, Jon Arnold of https://www.jarnoldassociates.com/ (J Arnold and Associates) speaks with https://www.linkedin.com/in/ianfirth71/?originalSubdomain=uk (Ian Firth), VP of Products at https://www.speechmatics.com/ (Speechmatics). Firstly, they review how VoIP has become the standard that will replace TBM and what this means for IT. Furthermore, in light of today's increasingly digital environment, he explains the challenges of seeing voice become more of an enterprise-grade application, paying particular regard to real time. They then delve into the idea of the 'New Voice' and how AI and cloud are shaping this.
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    40 mins
  • The Current State of Telephony for Canadian Businesses with Versature

    The Current State of Telephony for Canadian Businesses with Versature
    Apr 6 2020
    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-makers to consider their organisation's next steps to meet today's demands. In this podcast, Jon Arnold of https://www.jarnoldassociates.com/ (J Arnold and Associates) speaks with https://www.linkedin.com/in/bryan-vaughan-900827b/?originalSubdomain=ca (Bryan Vaughan), Mid-Market Sales Manager at https://www.versature.com/ (Versature), about the current state of telephony in the Canadian business market. In particular, they discuss why so many systems by defunct companies are still in use today and why businesses are persisting with them. Then, they explore the potential and associated considerations of VoIP and cloud-based communications. Finally, Bryan details how to get businesses to better realise value of the cloud.
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    40 mins
  • Defining Use Cases to Get a Great ROI on Collaboration with PGi

    Defining Use Cases to Get a Great ROI on Collaboration with PGi
    Apr 6 2020
    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 a more fluid, multi-channel solution. Thus, organisations can gain more from their collaboration tools than ever. In this podcast, Jon Arnold of https://www.jarnoldassociates.com/ (J Arnold and Associates) speaks with https://www.linkedin.com/in/frankpaterno/ (Frank Paterno), VP of Business Development at https://www.pgitl.com/ (PGi). Together, they define what collaboration means to them. Frank goes on to share his thoughts about shifting from premise to cloud. Then, he details how IT directors are more sensitive than ever before about what their users need. Frank also lends his expertise on how a decision-maker can ensure they're choosing the right solution. As well as this, he delves into how collaboration impacts businesses today and the strategic elements behind this. Finally, with buying decisions being somewhat a minefield, Frank also advises on how best to navigate the buyer journey.
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    44 mins