Cavell Cloud Conversations

Join Finbarr Begley, Senior Analyst at Cavell, and Patrick Watson, Director of Research, as they dive into the latest trends and insights from Cavell's CCaaS Market Evolution Report. Discover how AI and automation are reshaping the contact center landscape, the impact on agent numbers, and the emerging markets poised for growth. This engaging discussion covers practical use cases, global market sizing, and the balance between automation and human touch in customer service. Don't miss this opportunity to stay ahead in the evolving world of customer experience!

Finbarr and Patrick discuss some of the global, political and economic turmoil and how that impacts communication markets globally. Many of these key trends are covered in Cavell's latest Cloud Comms Market reports, which have just been released. One example in these challenging markets is differentiation. Differentiating by product is becoming increasingly difficult, but many vendors are now focusing on vertical specialisation as a key differentiator. 

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.

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.

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.

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.

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. 

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.

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.

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. 

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.

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/

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.

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.

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.

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. 

Join Cavell's analyst team as they dissect the latest news and trends from the annual Enterprise Connect event in Florida, this event features all of the largest companies in the CX and Communications space. It really sets the agenda for the year, so let us tell you what that agenda is going to be!

Join Finbarr and Patrick as they begin their preparations for the Cavell Summit Europe 2024. Come and hear the main talking points that will be discussed at the event and what topics will be leading the communications industry in 2024.

Come and join Finbarr and Patrick as they discuss their latest Contact Centre Decision maker research. Hear how our data indicates AI and Automation growth in the contact centre and what that means for the future of agents in contact centre environments.

One of the biggest challenges facing communications service providers is the shift in commercial models. Traditional revenue and margin streams are being squeezed and service providers increasingly need to augment these areas with new products. Value added services (VAS) across customer experience solutions, analytics, and hardware are being explored by many providers as new solution options.In this episode, we hear from Akixi and examine how they are assisting service providers who are looking at new value added services and the podcast explores best practices for integrating VAS into service provider eco-systems.

Join Finbarr and Mark Herbert from DSNTY to discuss how service providers can drive revenue from Microsoft Teams Calling solutions as well as some useful advice and pitfalls they might face on this journey.

Join Finbarr and Patrick as they sit down to review 2023, in the run up to Christmas. What were the big trends? What did the year hold for UC and CCaaS? You might have lived through it but maybe you need a reminder!

In this weeks episode, Patrick and Rick Garcia from G12 Communications discuss the range of services that can be enabled in Microsoft Teams beyond just telephony. They explore messaging, customer experience provision, and legacy system integration all of which are critical to enabling effective collaboration.

Join Finbarr and Johan Dalström from DSTNY as they discuss the changing customer experience landscape and the need for service providers to tackle the growing complexity of solutions without passing that burden on to their customers. Subscribe to our newsletter to hear more from Cavell Group: https://cavellgroup.com/newsletter-si...Linkedin: https://www.linkedin.com/company/cave...Twitter: https://www.twitter.com/cavellgroup

In this week's podcast, we're joined by Saif Ahmed, CEO of SCB Global about the next generation of communications beyond voice and telephony.

In this episode, Finbarr is joined by Mark Bunnell, COO of Nuwave to chat about the Nuwave solution and the demand for collaboration enablement.Subscribe to our newsletter to hear more from Cavell Group: https://cavellgroup.com/newsletter-si...Linkedin: https://www.linkedin.com/company/cave...Twitter: https://www.twitter.com/cavellgroup

In this week's episode, Cavell's Patrick Watson is joined by Tony Martino, CEO of Tollring to talk about how analytics are adapting to the growth of collaboration. Subscribe to our newsletter to hear more from Cavell Group: https://cavellgroup.com/newsletter-si...Linkedin: https://www.linkedin.com/company/cave...Twitter: https://www.twitter.com/cavellgroup

In this weeks podcast episode, we're joined by Steve Forcum from SIPPIO as we dive into their new product, allowing channel providers to access the Teams telephony market. We're also joined by Chad McGreanor from Cloud Revolution to hear first hand how it's already becoming a huge success.Subscribe to our newsletter to hear more from Cavell Group: https://cavellgroup.com/newsletter-si...Linkedin: https://www.linkedin.com/company/cave...Twitter: https://www.twitter.com/cavellgroup

In this episode, join Finbarr and Patrick as they talk about AI in Contact Center and whether service providers should stay in their lanes, and other highlights from the recent Cavell Summit NA

Join hosts  Finbarr Goode Begley - Senior Research Analyst, and Patrick Watson - Head of Research as they discuss the delights of the upcoming Cavell Summit North America. Get a chance to learn about the latest trends and hot topics in the industry. Discover why attending this event in New York with Cavell is a must for you! Learn more here: https://www.cavellgroup.com/events/ccs-us/

Join Cavell Analysts  Patrick Watson - Head of Research and Finbarr Goode Begley - Senior Research Analyst as they discuss the implications of AI in communications, including the role of virtual agents in the future of contact centres.

The last few weeks have seen exciting announcements in the Cloud Comms space, a large Zoom event with lots of news and new CEO at RingCentral. Join regular hosts  Finbarr Goode Begley - Senior Research Analyst, and Patrick Watson - Head of Research as they sit down for a chat with Dominic Black, Director of Research Services at Cavell to discuss this news.

Are you interested in the M&A telecom industry? The latest podcast episode gives us a sneak peek into what we can expect from the upcoming Cavell Invest Summit. Our host, Finbarr Goode Begley - Senior Research Analyst is joined by Matthew Townend - Executive Director at Cavell Group highlighting the speakers, panel discussions, and networking opportunities that will be featuring on the afternoon of June 28th.They emphasise the importance of attending industry events like the Cavell Invest Summit for building relationships and staying up-to-date on the latest trends and technologies in the telecom industry. Tune in to the full episode to learn more about what's in store for the event and how it can benefit your business. Don't forget to subscribe to the podcast for more insights and updates on the telecom industry.

Looking to bridge the communication gap between generations in the workplace?In our latest episode Finbarr Goode Begley - Senior Research Analyst is joined by Caitlin Quinn, Cavell's Junior (Gen-Z) Consultant. Discover the findings of their research on intergenerational communication, including the burning question of whether or not Gen-Z enjoys video calls. If you're struggling to connect with younger employees, this episode offers insights and solutions to bridge the communication gap. Understand how to improve communication and foster a more collaborative and productive work environment. Listen in and join the conversation today.

In this latest Cavell Cloud Conversations Podcast join Finbarr Goode Begley - Senior Research Analyst  and  Patrick Watson - Head of Research as they discuss Patrick's excursion to the huge Enterprise Connect show in America and all the talk of AI that happened at that event. As usual the conversation broadens out quickly from what happens at the show into the implications of those topics to the whole industry and our lives.

In our latest podcast episode Cavell's Head of Research, Patrick Watson is joined by Jeff Coleman (Director, PingCo) and Erhan Boduk (Global Partner Executive, PingCo) where they explore the challenges that service providers face when joining Operator Connect Accelerator program. Questions explored: What are some of the key/most common challenges you help service providers joining the Operator Connect program overcome? What do we mean by automation, can you provide some examples?What solution areas can you automate, is this just restricted to the Teams Phone element?How easy is it to automate these processes internally?Tune in to gain valuable insights into the challenges and opportunities of automation in the service provider industry

In this episode of our podcast, our Cavell Group team Patrick Watson - Head of Research and Finbarr Goode Begley - Senior Research Analyst take a look at some predictions for 2023 and how they will affect the world of digital communication and networking.Listen today as they dive into whether people will begin using the upcoming digital avatars in Microsoft Teams and how the current economic climate will potentially impact cloud communications and networking. Tune in to hear all about Cavell's predictions for 2023 and stay tuned for more updates as the year goes on!

In this week's podcast, Cavell Senior Research Analyst, Patrick Watson chats with Microsoft's 1 of 6 operator connect accelerator partner and Teams telephony expert Dawn-Marie Elder, COO & GM (SIPPIO) about their latest Accelerator Program launch.Topics:Introduction to Sippio and  their latest Accelerator programHow important do you think having a Microsoft Teams telephony strategy is for service providers & telcos?What do you think are the key considerations for service providers considering their options?Thank you to SIPPIO for being Gold Sponsors of our upcoming #CavellEnable22. Register now: https://cavellgroup.com/events/cavell-enable/#tickets

We hope you enjoyed the Cloud Comms Summit US last week in Chicago! It was great being back in the USA and bringing both new and old friends together!  In this week's episode our Cavell Group team, Matthew Townend, Patrick Watson and Finbarr Goode Begley, take a deep dive into the highlights and key takeaways from Cloud Comms Summit US!Would love to hear what you enjoyed and what you took away from the event. Please take a few minutes to fill out this survey to gain access to the insightful Cloud Comms Summit US presentation slide decks.

Join us this week as Cavell Senior Research Analyst, Patrick Watson chats with Brandon Hagood, Vice President, Americas at Akixi about the rising importance of analytics both within the context of UC and in every technology area that is available.If you are interested in keeping up with current trends, understanding analytics capability, what data you can get from those areas, and how that can drive improvements or outcomes in your business, this week's episode is for you!Topics:One of the major trends we are seeing is the rising importance of analytics within UC, this is demonstrated by market value and the amount of acquisitions taking place in this space. Why do you think more businesses are recognizing the value of UC analytics?Traditionally analytical insight has been more widely used in larger businesses are you seeing this trend shift and smaller businesses become interested in analytics solutions?Are there different analytics requirements for businesses of different sizes?Thank you to Akixi for being Gold Sponsors of our upcoming cloud comms summit. Register now: https://cavellgroup.com/events/ccs-us/

Cavell Senior Research Analyst, Patrick Watson chats with Mark Bunnell - COO, NuWave Communications about the fast-growing Microsoft and Teams telephony market. Thank you to NuWave for being Silver & Microsoft Forum Sponsors of our upcoming Cloud Comms Summit US. Register now: https://cavellgroup.com/events/ccs-us/Topics explored in this week's episode:• How important do you think having a Microsoft strategy is for service providers globally?• As a company that plays a key role in this with your Teams-related enablement products, Unified Voice, iPILOT what sort of demand and interest are you seeing?• What are the Microsoft communication topics that you are most interested in hearing about and discussing during this year's CCS US?About NuWave Communications:NuWave Communications is a global communications service provider with a continuing mission to sustain mutually valuable relationships with our customers, employees, and communities.NuWave has built a best-in-class technology platform that spans the globe, with streamlined business processes and solid ethical standards that ensure every customer receives exactly the services that NuWave promised and the customer deserves. NuWave is committed to meet or exceed your expectations with our affordable, scalable solutions and a consistently satisfying customer experience.20+ years of experience and reliability has allowed NUWAVE the foresight to see what is coming next in the market. As a result, NUWAVE has more real-world Experience & Expertise than anyone else in the market with Teams Hosted Direct Routing.

There have been a lot of changes in the industry since we last spoke to 2600Hz. In our latest episode, Cavell's Senior Analyst, Patrick Watson, is joined by Clint Mohs, Head of Marketing at 2600Hz and will discuss the latest market trends.Topics: • One of the key trends that we are encountering is the importance of integration capabilities. With the launch of your new application marketplace, what is the key part of your integration strategy?• What are some of the key US trends that are going to impact your service provider partners over the next 12 months?Thank you to 26000Hz for the support as Gold Sponsors of Cloud Comms Summit US 2022. Register today to secure your seat: https://cavellgroup.com/events/ccs-us/Find out more about 2600Hz: https://www.2600hz.com/

The Cavell analysts Finbarr and Patrick debate about the one-way voice proposition (voice notes and audio clips) and whether it's better than actually having a telephone conversation from a business perspective.Topics: - What's the best way of communicating as a company with your employees?- Is it more effective to communicate with voice notes and audio clips?- What are the pros and cons? Video on YouTube:  https://youtu.be/cb9GGPkI0i0Connect with Finbarr on LinkedIn: https://www.linkedin.com/in/finbarr-goode-begley-61631941/Connect with Patrick on LinkedIn: https://www.linkedin.com/in/patrick-watson-a6545b67/

Cavell analyst and cloud networking expert Finbarr chats through his specialist topic. Previously separate network management solutions are now being built into software-defined platforms. There is a lot of confusion as not all SD-WAN are the same, features differ greatly between providers and there is no set standardisation. Listen to this podcast to get the rundown on this technology and the current answers to security risks. For a full deep dive into the SD-WAN Market in the UK, check out our newest report: https://cavellgroup.com/shop/sd-wan-market-report-uk/ or email finbarr@cavellgroup.comPlease rate and follow our podcast on your platforms!Video on YouTube: https://youtu.be/l-9DdetTNhgConnect with Finbarr on LinkedIn: https://www.linkedin.com/in/finbarr-goode-begley-61631941/   

The Cavell analysts Finbarr and Patrick debate the future of voice vs. video in a collaboration setting. With the change in how conversations are had in office environments and the move away from desk phones and voice calls into video and the metaverse, not everyone is happy with the changes. Is the pandemic growth of video all hype? Are we likely to revert to the voice calls? Video on YouTube:  https://youtu.be/-L69fym2v7g  Connect with Finbarr on LinkedIn: https://www.linkedin.com/in/finbarr-goode-begley-61631941/ Connect with Patrick on LinkedIn: https://www.linkedin.com/in/patrick-watson-a6545b67/

The Cavell analysts Finbarr and Patrick talk through the emerging technology of extended reality (XR) and its up-and-coming relevance to the cloud comms industry. With key leaders and players in this space already acquiring and putting resources into developing solutions, service providers and vendors alike need to keep up to date with advancements to prepare for the not-so-distant future.Video Podcast on YouTube:  https://youtu.be/LkV77yjMX2E Connect with Finbarr on LinkedIn: https://www.linkedin.com/in/finbarr-goode-begley-61631941/ Connect with Patrick on LinkedIn: https://www.linkedin.com/in/patrick-watson-a6545b67/ 

Cavell's Patrick Watson and Joe Walsh, Director - Global Product Marketing at GoTo, reflect on the successful return to in-person Cloud Comms Summit London earlier in March where GoTo supported the event as Gold Sponsors. Joe explains the new GoTo rebrand and mission for their partners from 23 brands pulling them all under the same roof, as their offering becomes more relevant than ever. Joe and Patrick discuss themes of the industry with a focus on IT managers consolidating the solutions put in place 2 years ago and adjusting to the more permanent change of hybrid working. Joe also describes the problems around connecting workers with their team and customers and how their solutions answer this problem.Thanks again to GoTo for supporting the event.Find out more about GoTo here: https://www.goto.com/ 

Providers of the Webex communications portfolio, Cisco, talk through key collaboration trends most valuable to partners and service providers; digitisation and the need to move faster, working towards hybrid flexibility and the need to be better than “good enough”.In this episode, Jeff Boslem, Head of SP & Partner Collaboration, EMEAR at Cisco discusses:From a technology partner perspective, the importance of customer service and hybrid working solutionsWhat will the next disruptors be for different end-customer industries? and how can service providers protect against them?                                Thank you to Webex by Cisco for the support as Gold Sponsors of Cloud Comms Summit London 2022. Register today to secure your seat: https://cavellgroup.com/events/ccs-london/Find out more about Webex by Cisco: https://www.webex.com/

Builders of large scale distributed telecoms networks for SPs and Resellers, 2600Hz talk through the industry trends impacting their business and their partners the most over the last 18 months. In this episode, Patrick Sullivan, COO and Co-founder of 2600Hz discusses some case studies for the use of a customisable solution with their Kazoo platform.Thank you to 26000Hz for the support as Gold Sponsors of Cloud Comms Summit London 2022. Register today to secure your seat: https://cavellgroup.com/events/ccs-london/Find out more about 2600Hz: https://www.2600hz.com/

MiaRec shares their perspective on the call recording and voice analytics areas of contact centre and enterprise. Patrick Watson from Cavell and Anthony Perez, Manager - Marketing & Business Development at MiaRec chat through the boom in customer experience technology to improve customer experience and the catalysts which drove the innovation. Patrick and Anthony also discuss the benefits of voice analytics to different interest groups of the business, reasons why we've been seeing more investment into interactive recordings and MiaRec's support of Microsoft Teams.Explore MiaRec: https://www.miarec.com/ Explore Cavell Group: https://cavellgroup.com/ 

Jabra shares their perspective on the last 18 months and the future as we continue in hybrid working. Patrick Watson from Cavell and Graham Williams, Strategic Alliances at Jabra chat through the last 18 months' effect on market development, focusing on the rise in requirement for headsets as softphone solutions and working between home and office become more common. They also talk through the result of the sustained popularity of video calls and about how many services converging changes the integration and support requirements of previously simple hardware. Explore Jabra: https://www.jabra.com/Explore Cavell Group https://cavellgroup.com/