Podcasts about contact center

Send us a textThis episode sounds as good as it gets — huge thanks to Christopher Irwin-Dudek, VP of Marketing Communications at NICE, for joining me.We dive into a wide-ranging conversation covering:The new leadership vision at NICE and what it means for the futureWhether NICE sees itself as a CCaaS platform, an AI powerhouse, or bothThe evolving role of major CRMs in the contact center AI landscapeAnd a whole lot more behind-the-scenes insight from one of the most influential CX tech companies out thereIf you're in the contact center, customer experience, or enterprise tech space, this is a must-listen. Don't miss it. Tom Laird's 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

"We don't want to wait for customers to tell us there's a problem—we want to fix it while they're sleeping." — Barbara Dondiego, CEO, AVOXI In a major step forward for global enterprise communications, AVOXI CEO Barbara Dondiego joined Doug Green of Technology Reseller News to announce the launch of three powerful AI-powered services embedded into the company's cloud voice platform: Proactive Services, AVOXI Digest, and Intelligent Caller ID. The news marks a significant evolution in how enterprise contact centers can use artificial intelligence not only to automate but to anticipate, personalize, and optimize their global voice infrastructure. Solving Voice Challenges with Precision AI At the heart of the announcement is Proactive Services, an AI-powered capability that uses machine learning models trained at the individual phone number level to detect anomalies and resolve voice issues—before customers even know there's a problem. “Our industry has long been reactive,” said Dondiego. “But when we reviewed a year's worth of customer service tickets, we found that in 30% of cases we could have solved the issue before the customer called us. Now, we're doing just that.” The service, a Best of Show finalist at Enterprise Connect, is now live and already in use with pilot customers. AVOXI reports that the platform can detect and resolve 100% of issues in advance for current users. Personalization at Scale with AVOXI Digest The second innovation, AVOXI Digest, brings intelligent personalization to customer communications. Using behavioral insights and account activity, the platform curates weekly content that is specifically relevant to each customer's unique environment. “It's a smarter way to engage customers without overwhelming them,” explained Dondiego. “We let the machine do the heavy lifting.” Boosting Call Performance with Intelligent Caller ID For global contact centers, caller ID is more than just a number—it can be the difference between a call answered or ignored. Intelligent Caller ID uses real-time data and AI to recommend the best originating number based on call destination, historical answer rates, and available inventory. “If you're calling the UK and you don't have a UK number, the system may suggest a French or German number if those get better results,” said Dondiego. Engineering Global Voice for the Cloud Era AVOXI's announcement is grounded in its mission: orchestrating global voice through a software-first, API-rich platform that spans 150+ countries. The company specializes in helping enterprises consolidate legacy voice infrastructure and migrate global calling into the cloud—complete with diagnostics, automation, and now, AI. “Our customers are moving servers, PBXs, and even workforces into the cloud. But those legacy numbers still exist everywhere,” noted Dondiego. “We help them bring it all together—and now we're layering in intelligence to make it smarter and more resilient.” Built for Enterprise, Ready Today The new services are designed for enterprise contact center technologists, though service providers can also integrate AVOXI's capabilities to enhance offerings to their own enterprise customers. All three solutions—Proactive Services, AVOXI Digest, and Intelligent Caller ID—are available now, with Proactive Services currently offered as a pilot-to-paid experience to ensure tailored model training. To learn more, schedule a demo, or connect with the AVOXI team, visit www.avoxi.com.

Jean-Pierre Dumas is a Customer Experience Executive and transformation specialist, who helps organizations drive revenue growth through optimized sales performance and elevated customer experiences.Through his proven approach that puts employee experience first, Jean-Pierre guides companies to achieve remarkable results, having led initiatives that generated hundreds of millions in revenue growth at industry leaders like Expedia, Charter, and Altice.Now, Jean-Pierre's expertise in transforming contact center operations demonstrates how focusing on customer experience can revolutionize business outcomes.And while launching his new venture to help more organizations thrive in today's competitive landscape, he's showing others that exceptional customer experience starts with empowered employees.Here's where to find more:www.linkedin.com/in/jpdumas1___________________________________________________________Welcome to The Unforget Yourself Show where we use the power of woo and the proof of science to help you identify your blind spots, and get over your own bullshit so that you can do the fucking thing you ACTUALLY want to do!We're Mark and Katie, the founders of Unforget Yourself and the creators of the Unforget Yourself System and on this podcast, we're here to share REAL conversations about what goes on inside the heart and minds of those brave and crazy enough to start their own business. From the accidental entrepreneur to the laser-focused CEO, we find out how they got to where they are today, not by hearing the go-to story of their success, but talking about how we all have our own BS to deal with and it's through facing ourselves that we find a way to do the fucking thing.Along the way, we hope to show you that YOU are the most important asset in your business (and your life - duh!). Being a business owner is tough! With vulnerability and humor, we get to the real story behind their success and show you that you're not alone._____________________Find all our links to all the things like the socials, how to work with us and how to apply to be on the podcast here: https://linktr.ee/unforgetyourself

AI is everywhere—but are we using it wisely?In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Sam Wilson, CEO of 8x8, to dissect the current wave of AI adoption in CCaaS and beyond. Sam shares his perspective on balancing innovation with customer trust, integrating AI that actually works, and redefining what “good” looks like in the modern contact center. Whether you're a tech-forward leader or a skeptic with scars from failed pilots, this episode will shift how you think about AI's role in your operation.Timestamps: 00:00 Introduction01:00 Impact of AI on CCaaS10:05 Contact Center Disruption12:40 AI vs. Human Hallucinations15:40 Agent Assist20:50 Prioritizing AI Investments30:07 Per Agent Use Cases34:30 AI Outcomes42:40 AI in 3 Years

*NEW EDIT* In this episode, panelists from industry share their strategies and experiences for improving contact center operations. The session is moderated by Crystal Philcox, a former federal executive at GSA and IRS. Topics discussed include the importance of customer feedback, leveraging AI and analytics for better customer interactions, proactive support strategies, and empowering employees for better performance. Facilitator: Martha Dorris, Dorris Consulting InternationalModerator: Crystal Philcox, Former Federal ExecutivePanelists: Michael Lassiter, Senior Process Manager, Consumer Intelligence, Capital OneTara O'Brien, Senior Director, Johnson & JohnsonBrian Pancia, Senior Client Partner-Solutions, Verizon Subscribe on your favorite podcast platform to never miss an episode! For more from ACT-IAC, follow us on LinkedIn or visit http://www.actiac.org.Learn more about membership at https://www.actiac.org/join.Donate to ACT-IAC at https://actiac.org/donate. Intro/Outro Music: See a Brighter Day/Gloria TellsCourtesy of Epidemic Sound(Episodes 1-159: Intro/Outro Music: Focal Point/Young CommunityCourtesy of Epidemic Sound)

Ever wonder what half a billion minutes of AI-powered customer service actually sounds like?  On the latest Modern Customer Podcast, I chat with Benjamin Gleitzman, CTO & Co-founder of Replicant. We dive deep into how their enterprise-grade AI is transforming customer service, moving beyond frustrating IVRs to deliver full-call resolution for even the most complex issues. This AI doesn't just sound natural; it thinks on its feet, adapts in real time, and helps customers solve complex problems. It's set up to handle an emergency roadside service scenario, just like the Replicant AI agents that have automated millions of calls for North America's largest roadside assistance providers. Learn why this is a "now or never" moment for voice automation, and how AI can drive massive cost savings while boosting customer satisfaction. We tackle everything from empathy to human + AI handoffs! This episode is sponsored by Replicant. Ready to experience it yourself? You can talk to Replicant's AI agent right now: 

Hey CX Nation,In this week's episode of The CXChronicles Podcast #260, we welcomed Patrick McCullough, President of Hallmark Business Connections, based in Kansas City, MO. Just like you rely on Hallmark to strengthen your personal relationships, you can count on them to keep your business going and growing.We help businesses by turning customers into advocates, employees into champions and companies into more connected environments all through the power of an unexpected Hallmark card.Nothing better than a "tangible thank you" in a world where everything seems to be moving towards digital. In this episode, Patrick and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Hallmark Business Connections think through on a daily basis to build world class customer experiences.**Episode #260 Highlight Reel:**1. Hallmark cards -- the game changer in a digital world 2. Leveraging traditional mediums to grow your business & CX efforts3. Why tangible gifts & notes are still extremely beneficial in business 4. Expanding your tool-kit for customer & employee shout-outs 5. What we can learn from Hallmark about remaining relevant over decadesClick here to learn more about Patrick McCulloughClick here to learn more about Hallmark Business ConnectionsHuge thanks to Patrick for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Durante o maior e principal evento de Experiência do Cliente em Portugal no dia 3 de junho, a Conferência APCC - Associação Portuguesa de Contact Centers, eu, Heverton Anunciação, fundador da Universidade do Consumidor, perguntei a alguns dos 700 executivos e profissionais: quais são seus demônios atuais na questão de dados, inovação e experiência do cliente?Veja o que eles responderam..  Randstad Portugalhttps://youtube.com/shorts/mt7gexz1EvIE conheça mais no meu best seller https://amzn.to/4fW9pDE

What does it really take to bring AI into the workforce—for real? In this episode of Reimagining the Contact Center, Marc Bernstein sits down with Charanya “CK” Kannan, CEO and Co-founder of Pinkfish, to explore the new rules of AI adoption.CK brings the hard-earned perspective of a founder who's seen it all—and still bets big on AI. The two dive deep into why agentic AI is leaving RPA in the dust, what it means to pace your automation strategy, and why every org needs a champion who understands what AI can (and can't) do.This one's for the leaders who know that automation isn't about moving fast—it's about moving smart.Timestamps:00:00 Introduction01:00 CKs Background & The Evolution of AI04:42 Founding Pinkfish06:56 Pace to Automate10:38 Joining the Workforce with AI Knowledge12:28 RPA vs. Agentic AI18:13 Being the Champion for AI23:04 AI Inferring & Use Cases28:26 Browser Capture Tools & App Builds34:42 AI in 3 Years

In this episode, panelists from various government sectors discuss the critical importance of contact centers and share their experiences, challenges, and strategies for improving service delivery. The discussion includes insights into the role of technology, automation, and human factors in transforming contact centers. Key topics covered include the importance of simplicity, measuring the right metrics, leveraging AI, and fostering inter-agency collaboration. The discussion also highlights the rapid adaptations during the COVID-19 pandemic and the ongoing efforts to enhance customer experience in public.Facilitator: Martha Dorris, Dorris Consulting International,Moderator: Meghan Daly, Former Federal DirectorPanelists: Gundeep Ahluwalia, EVP & Chief Innovation Officer, NuAxisMia Jordan, Industry Advisor and Digital Transformation SME, SalesforceMarcellus Walker Jr., Acting Deputy Director of Operations, Office of Unified Communications, DC GovernmentTenesia Wells, Deputy Director, Department of Emergency and Customer Communications, Alexandria VA Government  Subscribe on your favorite podcast platform to never miss an episode! For more from ACT-IAC, follow us on LinkedIn or visit http://www.actiac.org.Learn more about membership at https://www.actiac.org/join.Donate to ACT-IAC at https://actiac.org/donate. Intro/Outro Music: See a Brighter Day/Gloria TellsCourtesy of Epidemic Sound(Episodes 1-159: Intro/Outro Music: Focal Point/Young CommunityCourtesy of Epidemic Sound)

Edição de 3 de Junho 2025

Hey CX Nation,In this week's episode of The CXChronicles Podcast #259, we welcomed Joe Anderson, Senior Director - Head of CX & Digital Transformation at TaskUs based in New Braunfels, TX.TaskUs is a different breed of BPO. They are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. From Digital CX to Trust & Safety, AI Services, Risk + Response, Consulting, and anything in between, we consider ourselves responsible for protecting our partners' interests and supporting their long term success through innovation and technology - powered by ridiculously smart people.In this episode, Joe and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at TaskUs think through on a daily basis to build world class customer experiences.**Episode #259 Highlight Reel:**1. Leading AI-safety initiatives at TaskUs  2. Developing and leveraging AI-powered analytics for customers 3. Partnering with Decagon and Regal focusing on augmentation 4. Constant monitoring & analysis of customer interactions to fuel sales5. Leveraging playbooks & how-to guides to create incredible EX Click here to learn more about Joe AndersonClick here to learn more about TaskUsHuge thanks to Joe for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Ericc Whetstone joins the pod to talk about the importance of understanding what APIs can do for your contact center, use cases of great API development, and how important it is to have the skill set of API development available to a contact center staff.  APIs are no longer just for the IT department. The more you understand how an API can be used, the more productivity savings and budget relief will be available to you. 

Tune in as Ryan Haywood, alongside Kerry Trahan from Pioneer CX and Ryan McCarthy from Highlight, dives deep into the evolving world of federal contact centers. This episode explores the challenges and innovations shaping how government interacts with its citizens, providing valuable takeaways and strategies for federal agencies and the contractors who support them.

On this episode of Press 1 For Nick, host Nick Glimsdahl sits down with Brandon Knight, Head of CX Ecosystem at Zoom, for a candid and insightful conversation about the future of customer experience and the powerful role AI is playing in transforming the contact center space. Brandon shares his unique, never-before-told journey from managing a Philadelphia doctor's office to becoming a contact center agent, eventually climbing the ladder to leadership and innovation at Zoom.Nick and Brandon dive deep into some of the most persistent misconceptions about Zoom's CCaaS platform, what's truly changed in the last year, and why AI is more than just a buzzword—it's evolving at lightning speed and shaping real outcomes for businesses and their customers. You'll hear exclusive thoughts on the rapid acceleration of AI in CX, how Zoom is working to create seamless, orchestrated customer and employee experiences, and what exciting features are coming down the pipeline.Whether you're curious about AI's impact, looking to avoid common pitfalls in cloud contact center migrations, or want an inside look at how Zoom partners with organizations to maximize success, this episode is packed with insights, honest reflections, and actionable advice. Stick around for the lightning round and find out Brandon's personal favorite Zoom feature, plus his best pitch for why frustrated customer service leaders should give Zoom Contact Center another look. Don't miss this engaging conversation on the next frontier of customer experience!

In this special live edition of The Buzz, Pete Tseronis interviews key industry leaders on the critical role of contact centers in delivering services, especially through digital and omni-channel strategies. Key speakers, including Martha Dorris of Dorris Consulting International; Amanda Chavez from Qualtrics; Mia Jordan from Salesforce; Marcellus Walker, Jr. from the Office of Unified Communications; Gundeep Ahluwalia from NuAxis Innovations; MaryAnn Monroe from Maximus; Tanya Slater Lowe from the U.S. Department of Labor; Crystal Philcox from Philcox Consulting, share insights on improving customer experience using technologies like AI, sentiment analysis, and automation. The summit emphasized empathy, data-driven decision-making, and the pivotal role of contact centers as the entry point to agencies. Practical lessons, success stories, and future projections for contact centers are also discussed, providing actionable strategies for government and industry leaders.  Subscribe on your favorite podcast platform to never miss an episode! For more from ACT-IAC, follow us on LinkedIn or visit http://www.actiac.org.Learn more about membership at https://www.actiac.org/join.Donate to ACT-IAC at https://actiac.org/donate. Intro/Outro Music: See a Brighter Day/Gloria TellsCourtesy of Epidemic Sound(Episodes 1-159: Intro/Outro Music: Focal Point/Young CommunityCourtesy of Epidemic Sound)

Balancing AI and Humanity in CX with Frederic Durand, CEO of Diabolocom In today's episode, we're thrilled to welcome Frederic Durand, Founder and CEO of Diabolocom, a global leader in customer experience solutions powered by proprietary AI. With over two decades of experience transforming customer service for brands like Mitsubishi Electric, Nikon, and Brinks, Frederic brings a practical, global perspective to the evolving world of CX. What we cover in this episode: Why great customer experiences are effortless by design How AI can automate repetitive tasks, freeing your team for high-value conversations The critical need to balance AI automation with authentic human connection Why AI integration leads to more WOW moments and stronger customer loyalty How Ignoring AI today is like ignoring computers in the 1980s How AI enables 24/7 service without burnout Why solving problems quickly and easily is the foundation of trust and advocacy Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations.   Links & Resources:

Nova Premier is our most advanced AI model yet, featuring a million-token context window and enhanced capabilities at nearly half the cost of competitors. Dive into this update and more with hosts Simon and Jillian. 00:00 - Intro 00:31 - Amazon Nova Premier 02:56 - Analytics 04:46 - Artificial Intelligence 11:02 - Business Applications 11:38 - Cloud Financial Management 11:57 - Compute 12:10 - Contact Center 14:50 - Containers 15:13 - Database 17:52 -Developer Tools 18:08 - Management and Governance 20:25 - Networking 22:48 - Marketplace 24:04 - Security Identity End Compliance 26:09 - Storage 27:56 - Outro Show Notes: https://dqkop6u6q45rj.cloudfront.net/shownotes-20250516-191312.html

In this compelling Technology Reseller News podcast, publisher Doug Green speaks with Kristy Thomas, Senior Vice President of Global Channel and Alliances at Vonage, about the evolving intersection of AI and customer service. As a leading Cloud Communications Alliance (CCA) member and a pioneer in VoIP, Vonage is now placing ethical AI at the heart of its strategy for enterprise communications. Kristy dives deep into one of the most important — and often overlooked — issues in AI adoption: bias. She explains that AI bias in contact centers is less about human prejudice and more about the quality and governance of the data used to train and inform systems. “The bias is only as good as the data you're giving the AI,” she says, emphasizing the importance of data integrity, routine audits, and transparent data sourcing. Vonage is investing in building what Thomas calls "governed innovation." That includes ethical design, user consent, and AI systems that operate within clearly defined parameters. With tools like Vonage AI Studio, companies can now easily build voice-driven interfaces — what used to be complex IVR systems — in a low-code environment, dramatically reducing friction and increasing adaptability. Thomas highlights that Vonage's AI strategy is multi-threaded. The company is: Powering its own solutions with AI for real-time enhancements, Partnering with industry-specific providers for best-of-breed integrations, and Enabling customers to bring their own AI into the platform. Importantly, she notes a shift in how buyers approach AI: rather than being informed, many are overwhelmed. That's where Vonage's partners play a key role — helping customers identify high-ROI use cases and building practical business cases for AI adoption. Doug and Kristy also discuss how customer service is becoming the new marketing — a front line where loyalty is won or lost. “Even smaller companies can outpace Goliaths,” Kristy notes, when AI empowers a personalized and secure customer experience. Vonage's commitment to trust is backed by its alignment with Ericsson and a strong internal structure focused on compliance and security. Kristy previews Vonage's participation in Contact Center Week in Las Vegas, where the company will showcase real-world AI use cases that demonstrate measurable business outcomes. To learn more about how Vonage is redefining contact center engagement through responsible AI, visit Vonage.com.

I, Stewart Alsop, welcomed Alex Levin, CEO and co-founder of Regal, to this episode of the Crazy Wisdom Podcast to discuss the fascinating world of AI phone agents. Alex shared some incredible insights into how AI is already transforming customer interactions and what the future holds for company agents, machine-to-machine communication, and even the nature of knowledge itself.Check out this GPT we trained on the conversation!Timestamps00:29 Alex Levin shares that people are often more honest with AI agents than human agents, especially regarding payments.02:41 The surprising persistence of voice as a preferred channel for customer interaction, and how AI is set to revolutionize it.05:15 Discussion of the three types of AI agents: personal, work, and company agents, and how conversational AI will become the main interface with brands.07:12 Exploring the shift to machine-to-machine interactions and how AI changes what knowledge humans need versus what machines need.10:56 The looming challenge of centralization versus decentralization in AI, and how Americans often prioritize experience over privacy.14:11 Alex explains how tokenized data can offer personalized experiences without compromising specific individual privacy.25:44 Voice is predicted to become the primary way we interact with brands and technology due to its naturalness and efficiency.33:21 Why AI agents are easier to implement in contact centers due to different entropy compared to typical software.38:13 How Regal ensures AI agents stay on script and avoid "hallucinations" by proper training and guardrails.46:11 The technical challenges in replicating human conversational latency and nuances in AI voice interactions.Key InsightsAI Elicits HonestyPeople tend to be more forthright with AI agents, particularly in financially sensitive situations like discussing overdue payments. Alex speculates this is because individuals may feel less judged by an AI, leading to more truthful disclosures compared to interactions with human agents.Voice is King, AI is its HeirDespite predictions of its decline, voice remains a dominant channel for customer interactions. Alex believes that within three to five years, AI will handle as much as 90% of these voice interactions, transforming customer service with its efficiency and availability.The Rise of Company AgentsThe primary interface with most brands is expected to shift from websites and apps to conversational AI agents. This is because voice is a more natural, faster, and emotive way for humans to interact, a behavior already seen in younger generations.Machine-to-Machine FutureWe're moving towards a world where AI agents representing companies will interact directly with AI agents representing consumers. This "machine-to-machine" (M2M) paradigm will redefine commerce and the nature of how businesses and customers engage.Ontology of KnowledgeAs AI systems process vast amounts of information, creating a clear "ontology of knowledge" becomes crucial. This means structuring and categorizing information so AI can understand the context and user's underlying intent, rather than just processing raw data.Tokenized Data for PrivacyA potential solution to privacy concerns is "tokenized data." Instead of providing AI with specific personal details, users could share generalized tokens (e.g., "high-intent buyer in 30s") that allow for personalized experiences without revealing sensitive, identifiable information.AI Highlights Human InconsistenciesImplementing AI often brings to light existing inconsistencies or unacknowledged issues within a company. For instance, AI might reveal discrepancies between official scripts and how top-performing human agents actually communicate, forcing companies to address these differences.Influence as a Key Human SkillIn a future increasingly shaped by AI, Sam Altman (via Alex) suggests that the ability to "influence" others will be a paramount human skill. This uniquely human trait will be vital, whether for interacting with other people or for guiding and shaping AI systems.Contact Information*   Regal AI: regal.ai*   Email: hello@regal.ai*   LinkedIn: www.linkedin.com/in/alexlevin1/

Watch on YouTube.In this UC Today exclusive, host David Dungay is joined by Microsoft experts Tom Arbuthnot, Kevin Kieller, Amanda Sterner, Ryan Herbst, Satish Upadhyaya, and Tom Halards for the highly anticipated Microsoft Teams Monthly Update.With Microsoft's staggering quarterly results and a raft of new Teams innovations, this conversation takes you behind the headlines into what's really happening — from Copilot's evolving AI personas to critical updates in Teams Rooms and Contact Center integrations. Whether you're a decision-maker, IT pro, or everyday Teams user, this episode is packed with can't-miss insights on the future of collaboration and communication.Microsoft Teams is evolving fast — and it's not slowing down.In this dynamic roundtable, the panel unpacks the biggest Teams stories and roadmap highlights you need to know:Microsoft's record-breaking financials and 430M+ M365 users: What's driving growth and where is Teams in the mix?Contact Center evolution with Unify certification and licensing enforcement: Major changes for integrated voice solutions.Copilot 2.0 and the rise of AI Agents: From assistants to "Agent Bosses" — why training and adoption are now essential.Rooms and Devices upgrades: Face recognition, translated captions, local PTZ controls, and facilitator AI agents for Android.Roadmap gems: Sensitive content detection, silent test calls, remote diagnostics, and much more.AI is rapidly transforming Teams into not just a collaboration tool, but a workplace operating system. This episode breaks down what's hype, what's here now, and what's just around the corner — with expert takes on every announcement.Connect with our hosts David Dungay and Tom Arbuthnot on socials here:David DungayLinkedInTwitterTom ArbuthnotLinkedInTwitterThanks for watching, if you'd like more content like this, don't forget to SUBSCRIBE to our YouTube channel.You can also join in the conversation on our Twitter and LinkedIn pages.Join our new LinkedIn Community Group. 

Description: Learn how you can use the all new Amazon Q Developer integration with GitLab Duo to automate code generation and review, plus even more updates from AWS. 00:00:00 - Intro, 00:00:28 - SWE Holly Bench, 00:04:31 - Analytics, 00:06:49 - Application Integration, 00:07:14 - Artificial Intelligence, 00:08:53 - Amazon Bedrock Data Automation, 00:14:11 - AWS Health Omex, 00:14:21 - Compute, 00:16:37 - Contact Centers, 00:17:25 - Containers, 00:17:46 - Databases, 00:18:18 - Front end Web and Mobile, 00:18:59 - Management and Governance, 00:20:07 - Migration and Transfer, 00:20:17 - Networking and Content Delivery, 00:20:44 - Security Identity End Compliance, 00:23:24 - Serverless, 00:24:01 - Storage, 00:24:41 - Wrap up Shownotes: https://d29iemol7wxagg.cloudfront.net/719ExtendedShownotes.html

In this episode of Reimagining the Contact Center, Balto CEO Marc Bernstein sits down with Calabrio's CTO for a wide-ranging, mind-bending conversation about the true impact of AI. Not just on operations. Not just on outcomes. But on how we think, lead, and find meaning in work. This one's part neuroscience, part strategy, part spiritual reset for anyone feeling overwhelmed by the AI buzz. Don't miss it.Timestamps:00:00 Introduction01:00 Different AI Eras02:00 Past Clarity With AI08:20 What AI Does To The Human Brain12:55 Break Through The Noise16:48 Barrier To Great Contact Center Value21:18 WEM Category25:50 AI Agents vs. Human Agents29:20 AI in 3 Years

This conversation delves into the critical role of frontline supervisors in contact centers, exploring the challenges they face, the future of their roles amidst technological advancements, and effective leadership strategies to support them. The discussion emphasizes the importance of human connection in leadership and the need for organizations to prioritize the well-being and development of their frontline supervisors.     Takeaways The job of a frontline supervisor can be overwhelming. Many supervisors lack adequate training for their roles. Time management is crucial for supervisors to balance their responsibilities. Supervisors often spend less than 50% of their time with their teams. Technology is changing the landscape of contact centers, impacting supervisors' roles. AI and automation may not replace supervisors but change their responsibilities. Leadership should focus on personal growth and development. Praise and coaching should be balanced in management practices. Human customers will always need human supervisors. Organizations must check in on their frontline supervisors regularly.    

"My goal is to make people's jobs better — and to make them feel better about their jobs," says Mitch Lieberman, of Fuel iX within TELUS Digital. At the inaugural vCon conference, Lieberman demonstrated how Fuel iX is pioneering a new way to train and empower contact center agents using real-time simulations, AI-driven coaching, and a continuous feedback loop they call the Contact Center Agility Loop. Fuel iX is a democratized generative AI platform that enables users to build co-pilot and independent AI solutions. Mitch's team focuses on applying the technology to real-world contact center challenges — specifically agent performance, training, and customer satisfaction. From 1% Coverage to 100% Insight Traditionally, contact center managers reviewed only a tiny fraction of agent-customer conversations — often less than 1% of all interactions. Fuel iX changes that. By capturing and analyzing every customer interaction, the new Fuel iX Agent Trainer application can create realistic simulations for role-playing, evaluate agent performance in real-time, and provide instant coaching. "We're going live on May 1st," Lieberman announced. "We want to bring new agents to full proficiency faster, with better coaching, and make sure they feel confident and supported from day one." During a live demo, Lieberman showed how the system evaluates an agent's performance after handling a simulated customer complaint — complete with an automatically generated transcript, performance score, and improvement suggestions. The Contact Center Agility Loop: A Continuous Learning Framework Lieberman also introduced the Contact Center Agility Loop, a model that frames the before, during, and after of every customer interaction: Before: Training and upskilling through simulations like the Agent Trainer. During: Real-time support with an Agent Co-Pilot, offering dynamic knowledge retrieval and smart call guidance. After: Quality assessment that feeds back into training, ensuring continuous agent development. "We call it an agility loop because it's self-learning," Lieberman explained. "We can detect if a training module needs updating based on actual call performance, creating true operational continuity and growth." By tightly integrating coaching, support, and evaluation, TELUS Digital and Fuel iX aim to reduce onboarding time (speed-to-proficiency) and improve agent experience — making better service possible for customers and a better work environment for agents. Learn More Visit telusdigital.com for more about TELUS Digital solutions. Explore fuelix.ai for updates on the Fuel iX platform and the Agent Trainer launch. #Hashtags for LinkedIn Post: #ContactCenter #CustomerExperience #AI #AgentTraining #DigitalTransformation #vCon #EnterpriseTechnology #FutureOfWork

Today's guests are David McInnes, ServiceNow Engagement Manager and Andrew Ortiz, ServiceNow Practice Director at Advizex. Founded in 1975, Advizex (a Fulcrum IT Partners company) is not just another technology solutions provider; they are your dedicated partner in overcoming complex business challenges. They have set themselves apart by offering tailored technology consulting, implementation support and comprehensive IT-managed services, empowering organizations of all sizes to thrive in a competitive landscape.David is a dedicated, self-motivated IT professional with extensive experience in ServiceNow and Contact Center development. As a customer-focused leader and former IT Executive, he excels in delivering results and building strong, trust-based relationships. Andrew is an Infrastructure Architect and Advisory Consultant with over 15 years of experience. He's skilled at analyzing complex scenarios and identifying effective solutions, consistently demonstrating a deep understanding of customer needs.In the episode, David and Andrew discuss:In the episode, David and Andrew discuss:0:00 Andrew's background and role expanding Advizex's reach and expertise3:58 Dave's journey as ServiceNow Engagement Manager with deep IT and MSP experience6:02 Building lasting partnerships through customer-focused solutions at Advizex9:46 Managing ServiceNow implementations and customer success11:53 Helping Financial and healthcare firms digitize workflows with ServiceNow17:03 How IT-focused engagement managers support ServiceNow projects and integrations18:35 Expanding ServiceNow, AI, government, security and data insights21:27 Focus on AI in ServiceNow, training and customer adaptation22:46 Their customer-focused, communication-driven hiring for effective solutions

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of contact centers, particularly focusing on Microsoft's recent rebranding efforts that redefine the term 'agent' to refer to bots rather than human representatives. They explore the implications of this shift, the role of technology in customer service, and the importance of maintaining a human connection in an increasingly automated environment. The discussion emphasizes the need for leaders in the industry to advocate for human agents while navigating the challenges posed by AI and digital transformation. Takeaways Microsoft's rebranding reflects a significant shift in the contact center industry. The term 'agent' is now being associated with bots rather than human representatives. Technology is becoming the focal point in contact centers, often at the expense of human agents. There is a need for industry professionals to push back against the over-reliance on technology. AI should be used to support human agents, not replace them. The future of customer service must include a balance between technology and human interaction. Leaders should advocate for the value of human agents in the face of automation. Customer loyalty is built on human connections, not technology. The conversation around AI in contact centers is evolving rapidly. It's essential to maintain clarity in terminology to avoid confusion between human and digital agents. Titles The Future of Contact Centers: Humans vs. Bots Navigating the AI Revolution in Customer Service Chapters 00:00 Introduction and Sports Banter 02:01 Microsoft's Rebranding and the Future of Contact Centers 06:05 The Role of Technology in Contact Centers 12:03 Navigating Change in Contact Center Operations 17:57 Conclusion and Call to Action 18:59 contact center show vertical outtro.mp4   Links:https://www.cxtoday.com/contact-center/microsoft-rebrands-its-contact-center-workspace-stops-using-the-term-agent-for-live-reps/ https://www.cxtoday.com/contact-center/microsoft-releases-three-ai-agents-for-a-more-autonomous-contact-center/

“Building a standard like vCon is a little like giving birth — long, painful, but ultimately transformative.” — Daniel Petrie, Founder, SIPez SIPez's Daniel Petrie on the Birth of vCon and Why It's a Game-Changer for Contact Centers and Beyond Hyannis, MA - April 2025 - As the inaugural vCon Conference wrapped up, Daniel Petrie of SIPez shared a unique perspective: while Thomas McCarthy-Howe of Stralid conceived the idea of vCon, it was Petrie who helped “deliver” it through the grueling process of standards development. “Tom had the idea,” Petrie said. “I helped get it through the standards organizations. And yes, it's a lot like giving birth—it's a long and sometimes painful journey.” For first-timers to the vCon concept, Petrie offered a clear definition: vCon is a universal data exchange format for conversations — whether voice, video, text, email, or chat — capturing both the content and the surrounding metadata in a standardized way. This makes it dramatically easier for companies to analyze, share, protect, and enhance conversations across platforms and systems. How vCon Helps Contact Centers — and Everyone Else Instead of integrating separately with multiple third-party AI or analytics platforms, contact centers can integrate once into vCon and unlock access to a broad ecosystem of services. As Petrie put it: “One integration gives you access to a whole new world of capabilities — transcription, summarization, sales coaching, customer analysis, and more.” And vCon's potential doesn't stop at the enterprise level. Petrie sees a future where small businesses and even individuals can extract vCons from everyday tools like Zoom or Google Meet, then feed those into AI platforms to get meeting summaries, action items, and coaching insights — services traditionally reserved for large organizations. SIPez: Helping Companies Bridge the Gap At SIPez, Petrie and his team focus on open-source and proprietary telecom solutions, building custom capabilities where standard vendors fall short. “We help companies bridge gaps — integrating new technologies like vCon into existing stacks without having to wait for big vendors to catch up,” Petrie said. Where to Learn More For companies, MSPs, channel partners, and carriers looking to harness the power of vCon today, Petrie invites you to connect: sipez.com Daniel Petrie on LinkedIn “Don't get left behind. vCon is the future for contact centers, and the opportunity is huge,” Petrie concluded. #vCon #ContactCenter #CXInnovation #SIPez #OpenStandards #ConversationalAI #TelecomStandards #AIInTelecom #DigitalTransformation #SmallBusinessTech #ProductivityTools

Learn about the latest new FM in the Nova family that simplifies conversational AI with low latency, and build safely with new capabilities for Amazon Bedrock Guardrails. 00:00 - Intro, 00:27 - Amazon Nova Sonic, 03:13 - Amazon Bedrock Guardrails, 05:23 - Analytics, 08:18 - Application Integration, 08:37 - Artificial Intelligence, 12:06 - Business Applications, 13:01 - Cloud Financial Management, 13:44 - Compute, 15:04 - Contact Center, 16:29 - Containers, 16:49 - Databases, 19:57 - Developer Tools, 20:59 - Frontend Web and Mobile, 21:20 - Management and Governance, 23:39 - Media Services, 25:37 - Migration and Transfer, 26:46 - Networking and Content Delivery, 28:45 - Artificial Intelligence, 29:58 - Security, Identity, and Compliance, 32:51 - Serverless, 33:57 - Storage, 37:29 - Wrap up Show Notes: https://dqkop6u6q45rj.cloudfront.net/run-sheet-20250418-173723.html

Today's guest is Jim Palmer, Chief AI Officer at Dialpad. Dialpad is an AI-powered communication platform offering unified calling, messaging, video conferencing, and customer support. It helps businesses improve team collaboration and productivity through scalable, efficient communication solutions. In this episode, Jim Palmer joins Emerj Managing Editor Matthew DeMello on the show today to discuss the evolution of AI in customer experience. With over 10 years of experience in AI solutions, Jim shares valuable insights into the challenges and opportunities businesses face in implementing human-centric AI. From overcoming disparate systems to measuring AI's ROI, they dive deep into the practical aspects of AI integration and its impact on customer satisfaction. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.

Send us a textIn this episode of the Advice from a Call Center Geek podcast, we unveil our highly anticipated 2025 Geek Gauge CCaaS Rankings. We break down the comprehensive analysis of the top 19 Contact Center as a Service platforms, showing which vendors truly lead the pack in 2025. Using a groundbreaking approach that combines ChatGPT's analytical capabilities with Deep Research, we've evaluated each platform across 18 critical criteria. Whether you're considering a CCaaS migration, evaluating your current vendor, or just keeping tabs on the industry, this vendor-neutral assessment provides the clarity you need to make informed decisions. From AI capabilities to cost transparency, integration ecosystems to operational excellence try to cover it all. Don't miss this essential guide to the current CCaaS landscape, where technology meets practical real-world application through the eyes of AI.  Tom Laird's 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

“I think people should stop thinking about contact centers as a thing that is sort of about being responsive and reactive, and instead, really how do we fundamentally change the way you think about the way you talk to customers,” says Pasquale DeMaio, Amazon Web Services' vice president of Amazon Connect. “In that sense, I think the status quo is really our competition.” In this episode of the Tech Disruptors podcast, DeMaio and Anurag Rana, Bloomberg Intelligence's senior technology analyst, touch on several pressing topics related to contact center-as-a-service, among them being AI automation, data integration challenges and the shifts in enterprise and end-user expectations for customer service.

How do you build a contact center where people want to stay? In this episode of First Contact: Stories of the Call Center, we sit down with Sam Falletta, CEO of Incept, who shares how he built a people-first company culture that reduces turnover and drives performance. From rewriting rigid attendance policies to embedding mental health support into operations, Sam takes us deep into the realities of leading with empathy while delivering results. We also unpack the evolution of leadership, the hidden cost of disengagement, and why automation without a human core is a missed opportunity.

Are you just hearing... or are you truly listening? What if the key to becoming a respected leader isn't what you say—but how deeply you listen? In the contact center world, we train agents to listen actively every day—yet many leaders struggle with the same skill. This episode dives into the crucial difference between hearing and listening, and how that one distinction could reshape your leadership, elevate team trust, and fast-track your influence up the org chart. By tuning in, you'll learn: How to eliminate distractions and sharpen your listening focus—even in noisy environments Practical verbal and nonverbal techniques that show your team you're locked in A powerful mindset shift for listening to your leader, your team, and even yourself Listen now to discover the 3 essential techniques that will make you a more present, effective, and trusted contact center leader.

Hosts Simon and Jillian discuss how you can uncover hidden trends and make data-driven decisions - all through natural conversation, with Amazon Q in Quicksight, plus, more of the latest updates from AWS. 00:00 - Intro, 00:22 - Top Stories, 02:50 - Analytics, 03:35 - Application Integrations, 04:48 - Amazon Sagemaker, 05:29 - Amazon Bedrock Knowledge Bases, 05:48- Amazon Polly, 06:46 - Amazon Bedrock, 07:31 - Amazon Bedrock Model Evolution LLM, 08:29 - Business Application, 08:58 - Compute, 09:51 - Contact Centers, 10:54 - Containers, 11:12 - Database, 14:21 - Developer Tools, 15:20 - Front End Web and Mobile, 15:45 - Games, 16:04 - Management and Governance, 16:35 - Media Services, 16:47 - Network and Content Delivery, 19:39 - Security Identity and Compliance, 20:24 - Serverless, 21:48 - Storage, 22:43 - Wrap up Show Notes: https://dqkop6u6q45rj.cloudfront.net/shownotes-20250404-184823.html

At Enterprise Connect 2025, Microsoft's announcement of Microsoft Teams Phone Extensibility marked a significant leap in the evolution of Teams-integrated communications. Among the first to harness this new capability is Luware, whose Teams-native contact center solution, Luware Nimbus Power, was front and center at the event. In a podcast recorded live from the show, John Wright of Luware joined Technology Reseller News publisher Doug Green to discuss the implications of this breakthrough. “Luware Nimbus Power leverages Microsoft's Azure Communication Services (ACS) to enable what we call ‘dual persona' functionality,” Wright explained. “This means agents can manage and receive audio calls through either the contact center console or the Microsoft Teams client—seamlessly.” Wright emphasized that while many competitors took the fastest route to market by simply connecting existing solutions to Teams, Luware made a bold move: they rebuilt their contact center platform natively within the Teams environment using the Extend model. Now, with Power certification, Luware adds advanced capabilities that integrate fully with Microsoft 365 tools like Power Automate, SharePoint, and Dynamics, and allow real-time AI enhancements via Microsoft Copilot Studio. This cloud-native, Teams-embedded architecture not only enables secure handling of calls without rerouting media through third-party infrastructure but also offers deep flexibility for integrations with CRMs, ticketing systems, and third-party platforms. “The call stays within the Teams tenant,” Wright noted. “That's a major advantage for organizations with strict compliance and security requirements.” For multi-vendor enterprise environments or long-standing organizations with diverse tech stacks, Wright sees the Luware approach as a powerful unifier: “You might have different departments working with different systems—Salesforce, Freshdesk, you name it. Luware can centralize communications across those platforms while keeping the user experience rooted in Teams.” Luware's robust partner program also makes this a compelling opportunity for MSPs and MSSPs. “We built a rewarding, intuitive partner program around Nimbus,” Wright said. “You can deploy a full-featured, omni-channel, AI-powered contact center in under 40 minutes.” Luware's commitment to native Teams integration and close collaboration with Microsoft positions it as a top-tier option for modern, scalable, secure contact center deployments. Learn more at www.luware.com

Send us a textIn 2025, outsourcing isn't just about price, it's about AI, partnership, tech, and long-term CX strategy. In this episode, Tom Laird breaks down exactly what to look for in a modern contact center outsourcing partner and how to build an RFP that separates real CX tech players from the fluff.From AI expectations and data transparency to platform flexibility and agent experience, this is your blueprint for setting the bar higher and finding a partner who can actually meet it. Tom Laird's 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

In the latest episode of The Modern Customer Podcast, Tom Eggemeier, CEO of Zendesk, shares what's next for CX—and why the future is all about outcomes, not tickets. The conversation explores Zendesk's new Resolution Platform and the real-world impact of Agentic AI. Key takeaways include: ✅ The shift from interactions to real resolution ✅ Agentic AI that acts, adapts, and anticipates ✅ A business model that only wins if customers do ✅ The 3 biggest CX shifts redefining loyalty, automation, and the human touch If you're thinking about where customer experience is headed, this episode offers a clear and optimistic view of what's possible.

This week on The Modern Customer Podcast, I sat down with Jeff Shore, sales strategist, author, and founder of Shore Consulting. We explored the emotional mechanics behind why customers buy—and what causes them to hesitate. Jeff shared a powerful framework that helps brands reduce friction, build trust, and create experiences that move customers forward with confidence. If you lead CX, journey design, or customer strategy, this episode offers fresh insights you can apply right away. Listen now—and discover how to turn hesitation into momentum. This episode is sponsored by Scayle—the flexible, scalable eCommerce platform built to grow enterprise brands—pain-free. Visit www.scayle.com to learn more Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

At Channel Partners 2025, Robert Serretti shares how immersive collaboration spaces drive stickier solutions for partners “We really see the channel as the best way to go to market. Once partners experience the platform, the ideas start to pop.” Robert Serretti, CTO, TeleSpeak LAS VEGAS, NV – Channel Partners Conference 2025 – As hybrid work becomes the norm, collaboration tools are evolving to meet the moment. One company embracing this shift with immersive technology is TeleSpeak, a software development firm that offers Office Anywhere, a virtual, persistent workspace designed to replicate the energy and spontaneity of a physical office environment—without the commute. Robert Serretti, TeleSpeak's CTO, joined Technology Reseller News to explain how Office Anywhere is redefining what it means to "show up" to work in a hybrid world. From Zoom Fatigue to Persistent Presence Office Anywhere isn't just another video conferencing app. Instead, it creates a visually immersive digital office, complete with rooms, desks, doors to knock on, and the feeling that colleagues are just down the hall. “If you're in the office and your co-worker's door is open, you pop in. If it's closed, you knock. We replicate that virtually,” said Serretti. “It combats the isolation many remote workers feel and fosters real connection.” The platform integrates seamlessly with Zoom, Microsoft Teams, Google Meet, AWS Chime, and leading CCaaS and UCaaS systems, including Salesforce, Genesys, HubSpot, and others. Designed for Contact Centers, Classrooms, and Creatives Office Anywhere offers vertical-specific spaces: Contact Centers with call flows and integrations Virtual Classrooms for education providers Custom Spaces, from corporate HQs to Millennial Falcon-themed hubs Built-in assets like SIP phones and CRM dashboards allow users to work inside familiar systems—just within an immersive, collaborative space. A Sticky, Monetizable Opportunity for Channel Partners TeleSpeak is channel-first. For MSPs, agents, and solution providers, the platform offers: 25% recurring commission Free use of the platform for partner orgs Custom-branded, immersive demo environments Flexible price points for SMB, mid-market, and enterprise Pricing starts at $95/month for up to 10 users, scaling to custom deployments for large teams. “It's sticky,” Serretti emphasized. “Because it layers on top of existing platforms—CCaaS, VoIP, CRM—it enhances what partners already sell.” TeleSpeak is actively onboarding new partners. Visit telespeak.net to see a live demo and explore the platform. Interested partners can contact Robert Serretti directly at roberts@telespeak.net. As Serretti noted, “Once people use it, they start to see the possibilities.”  

Get featured on the show by leaving us a Voice Mail: https://bit.ly/MIPVMFULL SHOW NOTES https://www.microsoftinnovationpodcast.com/669 Peter Ruiter shares his journey from PHP developer to Microsoft MVP, highlighting his career transformation and expertise in Microsoft's contact center technology.• Born in the Netherlands with a family that spans continents – wife from Argentina, two sons aged 14 and 10• Started in Media Technology, working with PHP and marketing automation before transitioning to Microsoft technologies• Currently serves as Principal Solution Architect and Cloud Domain Lead at Capgemini• Leads Power Platform initiatives within Capgemini Netherlands, focusing on complex Dynamics projects• Passionate about Microsoft's contact center capabilities which integrate Teams, Dynamics, and Azure Communication Services• Explains how Microsoft's platform approach gives it advantages over competitors like Genesis and Amazon Connect• Provides insight into the practical considerations of implementing contact center solutions, including cost comparisons• Planning to speak at the BizApps Summit in Düsseldorf and attend the MVP SummitOTHER RESOURCES: Microsoft MVP YouTube Series - How to Become a Microsoft MVP - https://www.youtube.com/playlist?list=PLzf0yupPbVkqdRJDPVE4PtTlm6quDhiu7 This year we're adding a new show to our line up - The AI Advantage. We'll discuss the skills you need to thrive in an AI-enabled world. DynamicsMinds is a world-class event in Slovenia that brings together Microsoft product managers, industry leaders, and dedicated users to explore the latest in Microsoft Dynamics 365, the Power Platform, and Copilot.Early bird tickets are on sale now and listeners of the Microsoft Innovation Podcast get 10% off with the code MIPVIP144bff https://www.dynamicsminds.com/register/?voucher=MIPVIP144bff Accelerate your Microsoft career with the 90 Day Mentoring Challenge We've helped 1,300+ people across 70+ countries establish successful careers in the Microsoft Power Platform and Dynamics 365 ecosystem.Benefit from expert guidance, a supportive community, and a clear career roadmap. A lot can change in 90 days, get started today!Support the showIf you want to get in touch with me, you can message me here on Linkedin.Thanks for listening

In the latest podcast episode (#120), we explore how replacing static web forms with an interactive bot Contact Us form can transform consumer engagement and streamline contact center operations. My colleague, @john Calhoun, Consumer Services Manager, at @McKee Foods Corp is here to help me with this topic.

This week, I continue my deep dive into “knowledge in the contact center”—but this time, we're exploring a crucial aspect: Knowledge Operations.  Joining me for the 2nd episode (#119) in this series is my colleague @Greg DeVore, co-founder of @ScreenSteps, who shares his expertise on how we can rethink training and knowledge transfer for contact center agents.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #257, we welcomed Tony Lama, SVP & GM of Product at Avaya based in Morristown, New Jersey. Avaya gives their customers the freedom to take their business in the directions that benefit them most. They provide the paths for both customers and their employees where every moment big and small can drive in the moment, memorable experiences.In his role as SVP & GM of Product at Avaya, Tony has spent 25 years training, testing, deploying, supporting, evangelizing, selling, and successfully launching new customer engagement solutions to markets across the globe. Tony has served in the trenches and is passionate about the humans he leads and has been focused on supporting them on their personal and professional journeys. In this episode, Tony and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Avaya think through on a daily basis to build world class customer experiences.**Episode #257 Highlight Reel:**1. Blending experience vets with new product teammates to drive innovation 2. Building a "Voice of Builder" program into your business  3. Bringing a "start-up" mentality into a big enterprise business  4. Empowering your front line staff to create amazing customer experiences  5. Boiling your product portfolio down to the golden core tools Click here to learn more about Tony LamaClick here to learn more about AvayaHuge thanks to Tony for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

When was the last time you used the term "ROI" at work? One hour ago? One month? Never? If you're leading or want to lead in a contact center, understanding and using ROI should be second nature. In the high-pressure world of contact centers, every decision—whether about staffing, technology, or training—impacts the bottom line. Leaders who fail to measure success in terms of return on investment struggle to justify initiatives, optimize costs, and gain executive buy-in. If you want to stand out and advance your career, you must think like a business owner and master ROI. Learn how to frame your ideas and initiatives in terms of ROI to gain leadership support. Discover why cost-cutting isn't about squeezing employees but about smarter, more efficient operations. Get practical, real-world strategies to balance engagement, efficiency, and profit while improving customer experience.

Cloud Connections 2025 Preview: BroadSource's SecurePII Takes Center Stage March 2025 – Technology Reseller News – BroadSource has officially launched SecurePII, a cutting-edge real-time redaction platform designed to protect Personally Identifiable Information (PII) in telecommunications networks. In a special Cloud Communications Alliance (CCA) podcast, Haydn Faltyn and Bill Placke from BroadSource joined Doug Green to discuss the technology, its market impact, and why service providers should take notice. The Growing Need for Real-Time PII Protection BroadSource has long been a leader in delivering technology solutions to cloud communications providers. With SecurePII, they are addressing a critical issue in telecommunications: how to protect PII that traverses carrier networks. The demand for real-time data redaction has surged due to increasing regulatory requirements, including CCPA, GDPR, HIPAA, and the evolving PCI DSS 4.0 standard. Faltyn explains: “We launched SecureCall as a PCI-compliant platform for credit card redaction last year. But service providers and enterprises alike need more—protection beyond just payment information. SecurePII extends our technology to safeguard all forms of personal data in voice communications.” Shifting the Compliance Conversation Placke highlights the legal and compliance challenges that enterprises face, as regulators worldwide introduce stricter measures around data privacy. “Legal teams are often forced to say ‘no' to new initiatives because of concerns over PII exposure. SecurePII flips the script—by redacting sensitive data in real time, businesses can fully leverage AI, analytics, and automation without compliance roadblocks.” A Game Changer for AI-Driven Business Communications The rise of AI and large language models (LLMs) has created a data dilemma for enterprises: how can they safely utilize voice data for AI applications, customer analytics, and automation without violating data privacy laws? With SecurePII, BroadSource provides a solution that allows organizations to extract value from their data without storing or processing sensitive customer information. By removing PII in real-time, businesses can: Enhance AI training models without compliance risks Increase customer trust by ensuring privacy protection Reduce operational risks and costs associated with data breaches and regulatory fines Impact on Contact Centers and CX A core use case for SecurePII is contact centers, where credit card details, account numbers, and personal information are frequently exchanged over voice channels. The platform ensures: Seamless transactions without the risk of human agents being exposed to sensitive data A frictionless customer experience that retains the personal touch while safeguarding information Higher revenue retention—BroadSource has observed a 9% increase in revenue when businesses implement SecurePII in customer interactions BroadSource's SecurePII Roadmap and Upcoming Events The launch of SecurePII marks a new strategic direction for BroadSource, emphasizing data security as a core value for service providers. Faltyn and Placke will be presenting SecurePII at: Cavell's Summit Europe 2025 – A premier event for cloud communications leaders Cloud Connections 2025 (CCA Conference, St. Petersburg, FL) – Where BroadSource will showcase SecurePII's capabilities to global service providers Where to Learn More SecurePII is now live, and service providers can integrate it into their networks today. BroadSource has also launched a dedicated website for SecurePII, providing resources, case studies, and implementation details. Visit: www.securepii.cloud BroadSource's mission is clear—to empower service providers with the tools to protect their networks, comply with global regulations, and enable the future of AI-driven business communications. With SecurePII,

Marc Bernstein speaks with Alex Levin, Founder & CEO of Regal.ai, about how AI is reshaping contact centers. They explore why AI agents are now the cheapest, most effective way to handle interactions, the barriers to full AI adoption, and when we'll see 90% AI-powered contact centers. Looking ahead, they predict a future where AI removes friction from customer service, making great experiences effortless.Timestamps:00:00 Introduction00:58 Founding Regal.ai07:00 Valuable & Cost Effective10:54 AI Agent Barriers13:45 Technology vs. People16:20 AI Agent Process21:00 Future of AI Intelligence26:17 Regal.ai in 1 Year31:44 Companies Who Are Ready33:26 AI in 3 Years

Send us a textTraditional contact center metrics like Average Handle Time and Customer Satisfaction scores have served the industry well for decades. But as AI transforms how we serve customers, through virtual agents, agent assistance tools, auto-quality assurance, and intelligent summarization, yesterday's KPIs are no longer enough.In this groundbreaking episode, we explore the new measurement framework required for AI-powered contact centers. We'll dissect traditional metrics, introduce essential new KPIs for measuring AI effectiveness, and provide a practical roadmap for evolving your measurement approach.Whether you're just beginning your AI journey or already operating a sophisticated digital-first contact center, this episode delivers actionable insights on:Virtual agent performance metrics beyond simple containmentMeasuring effective human-AI collaborationTracking the complete customer journey across AI and human touchpointsCalculating the true ROI of your AI investmentsJoin me as we redefine what success looks like in the age of AI-powered customer experience. Discover exceptional, AI-driven contact center outsourcing with Expivia. Visit expiviausa.com or message me in Linkedin at: https://www.linkedin.com/in/tlairdexpivia/Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel