Podcasts about ivr

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Play Episode Listen Later May 15, 2026 3:38

Tesla has traded between $350 and $500 over the past six months. Jamal is going outside that entire range on both sides with a short strangle in June. The logic is simple: if the stock could not break out of that range during one of the wildest six months in recent market history, why would it do it in the next 34 days? IVR of 16 makes this a cheaper setup than usual, but volatility has been ticking up with the stock, and the theta decay on this position is over $38 per day. High buying power required, but high probability of success.

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ICYMI: From Fragmented to Frictionless: Unified Customer Experiences

The Buzz with ACT-IAC

Play Episode Listen Later May 14, 2026 68:58 Transcription Available

At an ACT-IAC panel on moving from fragmented to frictionless, unified customer experiences, SSA's Michelle Liu explains SSA's Service Index, a framework and catalog mapping services across online, phone/IVR, and in-person channels to customer journeys, data, and processes to identify dead ends, gaps, and priorities. She illustrates friction with an SSI address-change journey that fails online and in IVR, forcing repeat intent/authentication and eventual field-office completion, and shows how the index supports channel parity, policy review (e.g., questioning unnecessary in-person SSI return-to-U.S. requirements), call routing, content alignment, and LLM-based call categorization (e.g., why customers call for tasks available online). Voyagers Program | ACT-IAC A Hell of a Regiment: To Gettysburg and Beyond with the Twentieth Maine | ACT-IAC Summary - A Hole in One with ACT-IACSubscribe 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)

Show 298 - Google Cloud NEXT, Part 2 of 3 - Agentic AI, Modernisation & Human‑Centred Transformation

the csuite podcast

Play Episode Listen Later May 4, 2026 49:32

The second of three episodes recorded at Google Cloud NEXT, Las Vegas in partnership with Kyndryl where we explore how enterprises are moving from AI experimentation to real, scaled impact, across infrastructure, applications, customer experience and workforce transformation. Host Russell Goldsmith was joined by: 1/ Anshu Kak, Global Vice President Google Cloud, Kyndryl 2/ Rajiv Batra, Director, Head of GSI Partnerships, Google 3/ Kieren Johnson, Head of IT, Ocado Retail 4/ Kimberly Agin, Head of Business Performance and Enablement, KeyBank 5/ Mauro Flores, EVP of Data Democratisation, Virgin Media O2 6/ Ryan Henry, Director, Infrastructure and Support, Randstad US Anshu Kak, Global Vice President, Google Cloud at Kyndryl, and Rajiv Batra, Director & Head of GSI Partnerships at Google, open the episode with a deep dive into the shift from “trying AI” to building agentic operating systems. They explain how Google and Kyndryl's joint plays, innovate, modernise, secure, help enterprises adopt agentic AI frameworks, modernise VMware and mainframe estates, and navigate sovereignty with Google Distributed Cloud. Kieren Johnson, Head of IT at Ocado Retail, reflects on his panel about hyper‑personalised CX. He shares why personalisation at scale requires sensitivity to human behaviour, including the unexpected discovery that drivers preferred speaking to human advisors over voice bots. Kimberly Agin, Head of Business Performance & Enablement at KeyBank, discusses how the bank has built the foundations for agentic CX in the contact centre. She outlines how human and non‑human agents work in tandem, how KeyBank uses data to contain 70% of digital queries, and why natural‑language routing is transforming the IVR experience. Mauro Flores, EVP of Data Democratisation at Virgin Media O2, explains how the organisation is using AI to unlock value from its vast data estate, accelerate decision‑making and empower teams with self‑serve insights. Ryan Henry, Director of Infrastructure & Support at Randstad US, brings a workforce‑technology perspective, sharing how agentic AI is reshaping talent operations, support models and employee experience. A rich, fast‑moving episode capturing how global enterprises are modernising infrastructure, rethinking customer engagement, and preparing their people and platforms for the agentic AI era.

From Travelers Executive to AI Startup: What's Harder, What's Easier

The Insurtech Leadership Podcast

Play Episode Listen Later Apr 30, 2026 26:17

Introduction What happens when a decade-long carrier executive decides that the best way to fix insurance operations is to stop advising from the inside and start building from the outside? Vijay Laknidhi spent his career at Travelers and Amtrust, sitting in the rooms where technology decisions stalled, procurement cycles stretched past usefulness, and AI pilots died in committee. Now, as GM of Commercial Insurance at Liberate, a voice AI company built exclusively for P&C, he runs what he calls "a Series A company inside a Series B company," tasked with scaling a P&L dramatically in a single year. In this episode of the Insurtech Leadership Podcast, host Joshua Hollander sits down with Vijay to unpack what it actually looks like to cross from buyer to builder, why commercial insurance is uniquely ripe for AI disruption, and what separates production-grade insurance AI from a compelling demo. Guest Bio Vijay Laknidhi is the General Manager of Commercial Insurance at Liberate, a voice AI company focused exclusively on property and casualty insurance. Before joining Liberate, Vijay spent over a decade in executive roles at Travelers and Amtrust, where he led underwriting, product, and operational functions across commercial lines. His carrier-side experience gives him rare dual fluency: he understands the internal politics, compliance requirements, and procurement friction that slow AI adoption at large insurers, and he now builds the products designed to break through those barriers. At Liberate, he operates with startup autonomy and carrier-grade expectations. Key Topics • The carrier-to-startup leap - Why a successful insurance executive would leave the stability of a Top 10 carrier to join a Series B startup, and what that transition actually demands • Voice AI in P&C operations - How Liberate applies voice AI to claims intake, FNOL, and policy servicing, replacing legacy IVR and manual call center workflows • Why commercial insurance is the AI beachhead - The structural reasons (submission volume, manual underwriting, broker friction) that make commercial lines more amenable to AI than personal lines • The demo-to-production gap - What separates an impressive AI proof-of-concept from a system that handles edge cases, compliance, and carrier-grade uptime in production • Selling to the buyers you used to be - How Vijay's decade on the carrier side shapes his approach to navigating procurement, legal review, and stakeholder alignment at prospect companies • Why every insurance leader must get hands-on with AI - The argument against delegating AI strategy to innovation teams or consultants, and why executives need direct fluency • AI-native architecture vs. legacy tech debt - Why recent startups like Liberate have a structural advantage over incumbents trying to bolt AI onto decades-old policy admin systems Notable Quotes -"I'm running a Series A company inside a Series B company. I own the P&L, I own the roadmap, and I have one year to prove the commercial insurance thesis." -"When you've sat in the buyer's chair for a decade, you know exactly which objections are real and which ones are just procurement theater." -"The gap between an AI demo and a production deployment in insurance is compliance, edge cases, and the willingness to handle the 2% of calls that don't fit a script." -"If you're a carrier executive delegating AI to your innovation team, you've already lost. You need hands-on fluency, not a briefing deck." Resources Guest: • Liberate: https://www.liberatetech.ai/ • Vijay Laknidhi on LinkedIn: https://www.linkedin.com/in/vijaylaknidhi/ Host & Organization: • Joshua R. Hollander on LinkedIn: https://www.linkedin.com/in/joshuarhollander/ • Horton International (USA): https://www.horton-usa.com/ • Insurtech Leadership Podcast (LinkedIn Showcase): https://www.linkedin.com/showcase/insurtech-leadership-show Subscribe & Review If you enjoyed this episode, subscribe on your favorite platform and leave a review. The Insurtech Leadership Podcast is available on YouTube, Apple Podcasts, and Spotify.

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The Phone Call Is the Lead

Pest Control Marketing Domination Podcast

Play Episode Listen Later Apr 11, 2026 59:18

Season 5, Episode 14: The Phone Call Is the LeadIn this episode of the Pest Control Marketing Domination Podcast, Casey Lewis breaks down one of the most overlooked growth tools in the pest control industry: your telephone system.A lot of pest control companies spend money on websites, SEO, Google Ads, Local Services Ads, and reviews, but still lose good leads because the phone is not answered quickly, routed properly, or backed up the right way. When a homeowner or business owner has a pest problem, speed matters. The company that answers first and handles the call well often wins the sale.This episode covers the importance of speed to lead, why every pest control business needs a clear process for answering and transferring calls, and how to make sure callers get to the right person fast. Casey also discusses the difference between using a simple cell phone, a traditional office line, and more advanced VOIP systems such as RingCentral, GoTo Connect, Comcast Business Voice, Voice for Pest, and other modern phone solutions. He also explains why owning and controlling your business phone numbers is critical so you do not create unnecessary headaches later when it is time to port numbers or switch providers.A major focus of this episode is HighLevel's phone system and IVR capabilities, including how HighLevel can use Twilio-based infrastructure and LeadConnector phone tools to manage inbound calls, routing, transfers, voicemail, and AI-powered overflow. Casey also explains the role of AI receptionists and why AI works best as an overflow, after-hours, weekend, and holiday backup, not as a replacement for a great live voice when a real customer needs help now.If you want to improve conversions, reduce missed opportunities, and build a better customer experience, this episode will help you think through the right structure for your phone system and your front-end communication process.Connect with Casey Lewis / Rhino Pest Control MarketingWebsite: https://rhinopestcontrolmarketing.com/Apple Podcasts: https://podcasts.apple.com/us/podcast/pest-control-marketing-domination-podcast/id1636764782Spotify: https://open.spotify.com/show/5MahEvV0KIKHZoq9DDSgIPFacebook: https://www.facebook.com/rhinopestcontrolmarketing/LinkedIn: https://www.linkedin.com/in/caseylewis1/Contact:Casey LewisRhino Pest Control Marketingcasey@rhinopros.com(925) 464-8383

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220 - Did You Gas Out a Monorail?

Mix Minus - A Gay / LGBTQ Experience

Play Episode Listen Later Apr 7, 2026 93:12

This episode opens with Daniel and Adam in their characteristic loosely-structured warm-up mode — microphone technique, drive-thru misgendering, and the mechanics of speaking in a low voice — before pivoting to Daniel's running update. With the Walt Disney World Springtime Surprise 10-miler two weeks out, he recaps a disrupted training week: a rainy, post-birthday Sunday led to a schedule shift (Monday/Wednesday/Friday instead of the usual Sunday anchor run), costing him his long run. He now owes himself an 8-miler and a 9-miler on back-to-back Sundays, with Adam's upcoming Florida visit landing squarely in the middle of that ramp-up.The lion's share of the episode is Daniel's birthday recap, and it's dense with Disney granularity. The evening moved from the Enchanted Rose lounge at the Grand Floridian, to a standout dinner at Citrico's (filet, rare, Cabernet demiglace, a non-committal Canadian waitress, and a woman whose perfume forced Darwin out of the dining room entirely), to a prime Main Street viewing of Happily Ever After. Daniel catalogues the fireworks show's 3D shaped pyrotechnics with the fluency of a man who has seen it "a thousand million times." The night capped with a minor maritime adventure: a young cast member had to dock a free-floating ferry in choppy, wind-driven conditions, missed on the first attempt, nailed it on the second, and received a full-boat standing ovation. Adam's contribution to the birthday segment is that he spent the same weekend navigating a three-call odyssey through Blue Cross to pay $20 for new health insurance he obtained through healthcare.gov — a saga involving wrong department routing, an unhelpful Walmart insurance rep, and a voice IVR he openly argued with.The back half of the episode covers two pop culture tangents. First, Jeopardy: Daniel watched a YouTube-only celebrity episode featuring Rebecca Black, Monet X Change, and comedian/Dungeon Master Brendan Lee Mulligan, whom Daniel evangelizes with obvious enthusiasm. Mulligan missed Final Jeopardy and still won by $6,000. This detours into both hosts airing their longstanding grievances with Wheel of Fortune strategy (vowel buyers, puzzle solvers who won't commit letters). Second, a listener phone call from Tony in Illinois delivers a Little Rascals/Buckwheat "dictate" joke, which prompts a good-faith but inconclusive on-air debate about whether the joke is racist. The episode closes with logistics: no show next week (Adam is in Florida), a possible Level 13 bonus drop during the visit, and the race weekend show returning the Friday after.Email: Contact@MixMinusPodcast.comVoice/SMS: 707-613-3284

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HIMSS26 Ep#4 From Press 1 to Press Nothing - How Conversational AI Is Transforming the Healthcare

Jon Myer Podcast

Play Episode Listen Later Apr 7, 2026 16:12

Healthcare call centers are still growing — even as patient portals improve. Patients call to confirm appointments they already know about, reschedule across multiple departments, and check on billing. They wait on hold. They get transferred. They hang up.In this episode of Health Reimagined, host Jon Myer (Powered by Myer Media) sits down with Jeff from SoundHound AI to unpack what agentic AI actually means for healthcare, why voice is the future of the patient experience, and how health systems are using conversational AI to handle complex multi-step tasks — without a single hold time or transfer.

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HIMSS26 Ep#4 From Press 1 to Press Nothing - How Conversational AI Is Transforming the Healthcare

Jon Myer Podcast

Play Episode Listen Later Apr 7, 2026 16:12

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Ep 167: The Secret to Longevity in Voiceover: Adapt, Embrace Change, or Get Left Behind

The Voiceover Gurus Podcast

Play Episode Listen Later Mar 25, 2026 30:30 Transcription Available

In this episode of The Voiceover Gurus Podcast, Linda chats with Susan Berkley about her journey from radio and the Howard Stern show to becoming the voice of major brands like AT&T and Citibank, and building a production and coaching business. They explore how the industry changed from in-person auditions and ISDN to online studios, IVR work, pay-to-play platforms, and direct marketing—plus practical advice on finding authenticity, marketing yourself, and adapting across decades. Susan shares lessons on entrepreneurship, coaching, and longevity in voiceover, with tips for newcomers and seasoned pros alike. In this episode, we explore: How radio early beginnings shaped a resilient voice actor The transformative impact of the internet on the voice business Real stories of rejection, reinvention, and the power of marketing Practical tips on staying authentic and flexible in a changing industry The importance of community, mentorship, and giving back Secrets behind landing major clients like AT&T, Citibank, and lifetime success stories Resources for new voice artists: from pay-to-play to direct outreach Resources & Links Voiceover.GURU Voiceover Gurus Community — Connect and grow Connect with Susan Berkley: LinkedIn Twitter

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Nikola Mrkšić, Co-Founder & CEO at PolyAI on Building One of the World's Leading Voice AI Companies

Riding Unicorns

Play Episode Listen Later Mar 25, 2026 38:13

Nikola Mrkšić is the Co-Founder and CEO of PolyAI, one of the world's leading voice AI companies, helping enterprises automate customer service through conversational AI at massive scale.Before PolyAI, Nikola was a machine learning researcher and part of the team behind Siri. In this episode, he joins James to unpack what the world is only now starting to understand about voice AI, why most automation still misses the point, and how PolyAI has built a full stack enterprise product that goes far beyond simply reducing call queues.They discuss how PolyAI is used by major brands across hospitality, utilities, retail, banking and insurance, and why the real opportunity is not just handling calls, but turning the contact centre into an intelligence layer for the whole business. Nikola also explains why enterprise voice AI is harder than it looks, where the moat really sits, and why owning the models and the application layer matters.The conversation covers Siri, Gordon Ramsay, pricing power, Nvidia, enterprise stickiness, and what it takes to build a category leader from Europe.Topics include:Why Siri was too early for the vision it was aiming atWhy PolyAI focused on the step between clunky IVR and true AI assistantsHow voice AI can improve revenue, customer experience and operational insightWhy enterprise deployments become hard to rip outThe difference between real voice AI companies and wrappersWhether voice AI is becoming commoditisedHow PolyAI thinks about pricing, margins and defensibilityWhy Nikola believes many “AI companies” are borrowing from the futureGordon Ramsay as a customer and brand partnerNikola's future unicorn pick: Paid.ai

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Natterbox And The Future Of Voice AI In Customer Experience

The Tech Blog Writer Podcast

Play Episode Listen Later Mar 14, 2026 26:22

What happens when the most frustrating part of customer service, waiting on hold, repeating yourself, and fighting your way through endless phone menus, finally starts to disappear? In this episode, I sit down with Neil Hammerton, CEO and co-founder of Natterbox, to talk about how AI is reshaping customer experience in ways that feel practical rather than theatrical. We begin with a conversation about the gap between what customers have tolerated for years and what they expect now. Whether it is a bank that still puts you through layers of outdated IVR menus or a service team that answers straight away and solves the issue, those experiences stay with us. Neil makes the case that voice is far from dead. In fact, he believes voice is becoming one of the most exciting places to apply AI, especially when businesses want faster, more human interactions at scale. What I found especially interesting was Neil's view that AI should be treated like a new employee. That means training matters. Tone matters. Context matters. If businesses want AI assistants and agents to succeed, they have to teach them how the organization works, how conversations should sound, and when a human needs to step in. We talk about the difference between using AI for simple triage and using it to complete tasks end to end, from handling password resets to helping callers outside office hours or during spikes in demand. Neil also shares why the smartest path is rarely a giant leap. It is usually a series of smaller, lower-risk steps that build confidence and real results over time. We also get into one of the biggest concerns hanging over every AI conversation right now, whether these tools are replacing people or helping them do better work. Neil's answer is refreshingly balanced. In many cases, AI is taking care of the repetitive jobs that frustrate staff and slow down service, while freeing human agents to handle the conversations where empathy, judgment, and experience still matter most. That shift can improve customer experience while also making work more rewarding for the people on the front line. There is also a strong message here for business leaders who are still stuck in pilot mode, testing AI without ever quite moving forward. Neil explains why smart pilots need clear goals, good training data, and realistic expectations. He also shares how Natterbox is using AI internally, including producing board packs in a fraction of the time, while still keeping people involved to check, challenge, and refine the output. This episode is a thoughtful look at where customer experience is heading next, and why the future probably belongs to businesses that know when to let AI lead, when to keep humans in the loop, and how to blend both into something customers actually value. What are your thoughts on the balance between AI efficiency and human connection in customer service, and where do you think businesses are still getting it wrong?

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When AI Stops Being a Tool and Starts Becoming a Teammate with Daniel Hindi

Follow The Brand Podcast

Play Episode Listen Later Mar 9, 2026 43:40 Transcription Available

Send a textImagine a teammate who never sleeps, never burns out, and never forgets a playbook. That's the promise of modern AI agents, and we brought on Daniel Hindi, founder and CEO of Noem.ai, to unpack how teams move beyond clunky chatbots and into human-like, action-taking systems that actually sell, support, and scale.We start with the pain: SDR and CS turnover, endless retraining, and leaders dragged into low-leverage work. Daniel explains how agents flip the script—acting like a concierge that understands intent, personalizes paths, and executes tasks. Not just “here's a link,” but real actions: adding a lead to your CRM, sending a password reset, booking a call, or escalating a VIP with crisp context. The result is a smoother customer journey, faster resolutions, and humans freed up for deep work—discovery, expansion, and relationships.From there, we get tactical. Daniel breaks down the difference between chatbots and agents (autonomy and tooling), why build-vs-buy matters when AI changes weekly, and where ROI shows up first: conversion lifts from existing traffic, multilingual reach, and instant responses across web, SMS, WhatsApp, and social. We cover the hidden metric most teams miss—executive time—and how weekly sentiment and “state of the union” reports turn raw conversations into clear moves. Plus, a candid look at rollout failure modes, eliminating ambiguity in your briefs, and using training gaps to permanently strengthen SOPs.Getting started is fast: ingest your site, set clear goals and guardrails, integrate with your stack, and let the agent cook. Pricing scales with usage, not hype, so you can test without breaking the bank and expand as results compound. If you're ready to replace IVR-style friction with hospitality at scale—and give your team the headspace to grow—this conversation is your roadmap.If this episode hits a nerve, share it with a founder or operator who's stuck in the weeds, subscribe for more brand-building plays, and leave a review with the one task you'd offload to an AI agent first.Thanks for tuning in to this episode of Follow The Brand! We hope you enjoyed learning about the latest trends and strategies in Personal Branding, Business and Career Development, Financial Empowerment, Technology Innovation, and Executive Presence. To keep up with the latest insights and updates, visit 5starbdm.com. And don't miss Grant McGaugh's new book, First Light — a powerful guide to igniting your purpose and building a BRAVE brand that stands out in a changing world. - https://5starbdm.com/brave-masterclass/ See you next time on Follow The Brand!

Nextech3D.ai launches AI Voice concierge for Eventdex platform

Proactive - Interviews for investors

Play Episode Listen Later Mar 3, 2026 6:08

Nextech3D.ai CEO Evan Gappelberg joined Steve Darling from Proactive to announce the official launch of Eventdex AI Voice Concierge, a real-time AI voice automation layer embedded directly into the company's Eventdex platform. Gappelberg explained that Eventdex serves as the first deployment environment for the new AI voice infrastructure. However, the underlying AI Voice Concierge architecture has been designed for rollout across all three pillars of Nextech's enterprise ecosystem—Krafty Lab, Eventdex, and Map D—which together form the company's unified AI-powered Events Operating System (EOS) for enterprise engagement and event execution. The new capability is built on a scalable, modern technology stack integrating OpenClaw for voice orchestration, Twilio for telephony and PSTN connectivity, AWS EC2 for cloud deployment, and Pinecone as an intelligent retrieval layer. The infrastructure delivers low-latency, production-grade AI voice automation tailored specifically for enterprise event environments. Unlike traditional IVR systems, Eventdex AI Voice Concierge is a domain-specific AI voice layer trained for event workflows. It automates inbound event-support calls using natural voice interaction while maintaining seamless escalation to human agents when needed. Gappelberg described the approach as a “knowledge-first plus human escalation” model, ensuring operational efficiency without compromising enterprise service standards. By embedding AI directly into Eventdex workflows—including registration, attendee services, exhibitor management, and sponsor support—the company is targeting areas where support demand is time-sensitive, recurring, and measurable in terms of return on investment. The AI Voice Concierge will be offered as a premium AI support automation add-on within the Eventdex ecosystem, further expanding Nextech3D.ai's AI-driven enterprise automation capabilities. #proactiveinvestors #nextech3d.al #otcqx #nexcf #cse #ntar #Eventdex #AIVoiceConcierge #AIEventsOS #EnterpriseAutomation #VoiceAI #EventTechnology #AIAutomation #EnterpriseSoftware #KraftyLab #MapD #DigitalEvents #EventSupport #CloudInfrastructure #Twilio #AWSEC2 #PineconeAI #TechInnovation #SaaSExpansion #BusinessEfficiency

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AI for Better Customer Connections in CX - with Joe Atamian of Comcast

Artificial Intelligence in Industry with Daniel Faggella

Play Episode Listen Later Feb 27, 2026 23:03

Eliminating the friction caused by fragmented customer context is a primary mandate for enterprise operations leaders. Joe Atamian, Vice President at Comcast, joins the program to discuss the transition to an AI-first operating model — where AI acts as the connective infrastructure that maintains history and intent across IVR, chat, and live agents. This briefing explores how the Fortune 500 can move human teams away from system navigation and toward high-value judgment, empathy, and resolution. This episode is sponsored by Atlan. Learn how brands work with Emerj and other Emerj Media options at go.emerj.com/media_kit

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Machteld van der Gaag: The one with the International English!

Banking Transformed with Jim Marous

Play Episode Listen Later Feb 27, 2026 33:57

In ep 162 of “How Do You Say That?!” sponsored by britishvoiceover.co.uk, Machteld van der Gaag joins Sam and Mark from Amsterdam to talk about International English - it's not British, it's not American - but what is it... and is it possible to really nail it? We create a masterclass in what NOT to do! We look at how voicing a corporate script to pictures can lead to so odd sentence breaks... and how to manifest the work you want!Our VO question this week is all about the types of work we're booked for, and whether it's the work we want to be doing!Get involved! Have you got a Wildcard suggestion that we should try or an idea for the show? Send it to us via Mark or Sam's social media or email it directly to podcast@britishvoiceover.co.ukScript 1To help prevent future sciatica pain, Carl works on building strength in his core and back. Strong muscles help stabilise the body and the act of building muscles is in many ways a neural activity. You probably associate exercise with your muscles or heart but recent studies have shown that when we lift weights our nervous system actually gets stronger before our biceps. Working out increases neurons in certain parts of the brain.Script 2You could be forgiven for thinking the maritime industry is a woman's worldWe refer to ships as sheThey are named by lady sponsorsThey sail upon a sea often thought of as a motherBut let's be honestThe maritime world may still seem a male-dominated oneAnd that is a shame.We want to work with the most talented, hardworking peopleQualities that do not recognise the boundaries of genderSo if we want to be the best at what we doWe need to be open to everyoneWe'd love your feedback - and if you listen on Apple Podcasts or Spotify, hit the follow button today!**Listen to all of our podcasts here - you can also watch on YouTube, or say to your smart speaker "Play How Do You Say That?!"About our guest: Machteld van der Gaag has been a voice actor for over 30 years! She's trilingual - her mother tongue is Dutch, her birth language is French and her adolescent language is English! She is based in Amsterdam - and a former copywriter. Machteld works across lots of VoiceOver genres: from web-video's, commercials and IVR - to elearning, audiotours and audiobooks. She's also the moderator of the Dutch voice over group and a singer of French chansons (or songs to the rest of us non-trilingual folk!).Machteld's Website@machteldchante on InstagramMachteld on YouTubeResources: Click here for the Wildcard Generator and don't forget to think of an action your character can be doing!About your hosts:With over 40 years representing major international clients such as Google, Emirates and HSBC; Mark Ryes has been trusted to be the voice for some of the world's biggest brands. If your business needs a fresh voice to represent you, then make it Mark's British voice. As a voiceover, TV presenter, podcaster or product demonstrator - Mark makes your brand truly sparkle!Mark's demos & contact details: https://linktr.ee/britishvoiceovermarkElegantly British with an intelligent, warm and seductive voice, Samantha Boffin helps creatives and production companies create great audio that really connects with their audience. BBC-trained and with over 20 years of broadcast experience on both sides of the mic, she's created award-winning promos, narration and commercials for companies all around the globe, including the BBC, Sky, Games Workshop, John Lewis, Audible and Penguin Random House.Samantha's demos & contact details: https://linktr.ee/samanthaboffin

Why Banks Can't Afford to Wait on Voice AI

Play Episode Listen Later Feb 24, 2026 40:18

For decades, banks have forced customers into frustrating phone trees and rigid IVR systems—all in the name of efficiency. But what if automation could actually strengthen customer relationships instead of eroding them? In this episode of Banking Transformed, Jim Marous speaks with Isaiah Granet, Co-Founder and CEO of Bland, to explore how voice AI is transforming banking relationships, modernizing call centers, and delivering measurable operational results. They explore which workflows truly reduce call center costs, how to automate without sacrificing trust, what compliance guardrails must be in place before scaling voice AI, and what community and regional banks can realistically implement in the next 12 months. If your institution wants to modernize call center operations, improve service quality, and increase conversion opportunities, this discussion outlines a practical, defensible path forward. #Banking #ConversationalAI #Chatbots #VoiceAI #DigitalTransformation #CustomerExperience #AI This episode of Banking Transformed is sponsored by Bland Bland is a voice AI platform that helps companies transform customer experience and business operations with AI phone, SMS, and chat agents. We serve enterprises across healthcare, insurance, financial services, and other highly regulated industries, and have dispatched more than 60 million AI-powered phone calls to date. Visit https://www.bland.ai/?utm_source=financialbrandpodcast&utm_campaign=financialbrand for more information.

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The evolution of conversation design in the age of gen AI with Georgios Tserdanelis, JPMorganChase

VUX World

Play Episode Listen Later Feb 6, 2026 76:31

Generative AI has changed how conversations are built and experienced. Georgios Tserdanelis, VP of Conversation Design at JPMorganChase, draws on 15 years of designing voice and chat systems to explain what still holds up, what breaks and why conversation design matters more than ever.Georgios brings years of hands-on experience designing voice and chat experiences across startups and global enterprises, including JPMorganChase, Cigna and Walgreens. With a background in linguistics, he offers a grounded perspective on how human conversation actually works and why those fundamentals still matter in a world of generative AI.We explore how conversational AI has evolved from scripted IVR and NLU systems to large language models and agentic experiences. Georgios explains why many current generative AI deployments struggle with basic conversational principles such as turn-taking, acknowledgement, and context management. Georgios shares practical insights on designing effective voice and chat experiences at a massive scale in highly regulated industries, where small error rates translate into real-world risk.One of the key themes that emerges during our discussion is the changing role of the conversation designer, the balance between deterministic flows and generative systems, voice versus chat design constraints, and why silence, timing and modality choice matter as much as language itself.We also cover fraud, voice cloning, brand identity in AI assistants and how customer expectations are shifting as people get used to talking to increasingly capable machines.Show notesFollow Georgios on LinkedIn: https://www.linkedin.com/in/tserdanelis/Follow Kane Simms on LinkedIn: https://www.linkedin.com/in/kanesimmsDownload our exclusive report on how AI agents keep CX stable when volume explodes: https://vux.world/how-ai-agents-keep-cx-stable-when-volume-explodes/?utm_source=podcast&utm_campaign=SurgeHappensTake our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audio&utm_campaign=vuxconsulting25Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeWSubscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Hosted on Acast. See acast.com/privacy for more information.

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Designing conversational AI that works with Anne Cantera of Optimum

VUX World

Play Episode Listen Later Jan 23, 2026 56:28

From IVRs to multimodal AI experiences, the hardest problems are rarely technical. In this episode, we dive into the evolving landscape of conversational AI and enterprise automation with Anne Cantera, Senior Product Designer at Optimum. With extensive experience in transforming traditional IVR systems into conversational interfaces, Anne shares valuable insights on the practical implementation of AI in customer service environments.We explore the concept of 'hybrid architecture' in AI implementation, discussing how combining rule-based automation with generative AI often provides the optimal solution for enterprise needs. Anne explains how her team strategically deploys generative AI in low-risk scenarios while maintaining deterministic approaches where precision is critical, particularly in their recently launched NLU routing system.The conversation also covers the importance of customer-centric design in AI implementations, with Anne emphasising that the ultimate goal should be making experiences simpler for customers rather than focusing solely on containment metrics. We discuss how different industries approach AI adoption based on their risk profiles and how businesses are navigating the challenges of integrating new technologies with legacy systems.Show notesFollow Anne on LinkedInFollow Kane Simms on LinkedInTake our updated AI Maturity AssessmentSubscribe to VUX WorldSubscribe to The AI Ultimatum Substack Hosted on Acast. See acast.com/privacy for more information.

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Rhiannon Moushall: The one with the Nasty Elf on the Shelf!

The Tech Blog Writer Podcast

Play Episode Listen Later Dec 19, 2025 33:56

In ep 152 of “How Do You Say That?!” sponsored by britishvoiceover.co.uk, Rhiannon Moushall joins Sam and Mark to talk about getting a God complex and trees in the run up to Christmas! We work out how to sell something to a board of directors, without over selling it, and discuss how voiceover styles change over the years - and will probably come back into fashion! We find out about japanese gaming characters... and try to play a particularly ruthless ruler... a meglamaniac you might say... but one who presents as a little girl! In the wildcards, we go all wild west as Sam gets behind the bar as a Saloon Madame... Rhiannon gets festive with a nasty Elf on the shelf and Mark embodies a harrumphing Reindeer that's terrified of heights! Poor Santa!Our VO question this week is all about how collaborative as an artist you need to be when recording video games.Get involved! Have you got a Wildcard suggestion that we should try or an idea for the show? Send it to us via Mark or Sam's social media or email it directly to podcast@britishvoiceover.co.ukScript 1We're not just responding to change — we're leading it.Our students show us every day what dedication looks like.They study in spare moments.In busy moments.In life-changing moments.And no matter where they start, they know they're not alone.Because an entire university walks beside them.As we look to the future, our mission remains as powerful as ever.To make learning accessible, flexible, and truly open.Script 2The enemy of my enemy is my friend, so out of courtesy, I present to you this corpse as a gift.For the sake of order, I am known by many titles: ‘Flamebearer' who ends wars, ‘Tyrant' of The Dawn, ‘Empress' of the holy city, and ‘Imperator' of the The Hunt. But in light of your unique identities, I'll allow you to address me by my real name… Sylvia. On behalf of my people and this land, greetings, ‘Traveller'.We'd love your feedback - and if you listen on Apple Podcasts or Spotify, hit the follow button today!**Listen to all of our podcasts here - you can also watch on YouTube, or say to your smart speaker "Play How Do You Say That?!"About our guest: Rhiannon Moushall is an award-winning actor who trained for musical theatre, but fell madly in love with VO, especially voicing games. She can be heard in ‘Honkai: Star Rail'; ‘Warframe'; ‘Warhammer 40,000: Rogue Trader'; ‘Planet Coaster 2'; the upcoming ‘Cliver Barker's Hellraiser: Revival'; and the recently released ‘Foolish Mortals'. She's also voiced national commercials for brands like Shopify, Microsoft, and Tampa Bay Tourism, alongside audiobooks, eLearning materials, countless IVR prompts, and a few animated series. Rhiannon's Website @rhiannon.moushall on Instagram Rhiannon on YouTube Resources: Click here...

3516: Twilio's Vision For AI First Engagement And The Rise Of Context Driven Interactions

Play Episode Listen Later Dec 11, 2025 28:37

How do you make sense of an industry that is changing at a pace few predicted, especially with SIGNAL London still fresh in our minds and Twilio unveiling the next stage of its vision for customer engagement? That question sits at the heart of today's conversation with Peter Bell, VP of Marketing for EMEA at Twilio, who joined me to unpack what the past year has taught both companies and consumers about AI's role in shaping modern experiences. Peter begins by grounding everything in a single, striking shift. Only a year ago, AI-powered search barely registered in global traffic. Today it accounts for around a fifth of all searches. That leap signals a broader behavioral shift as consumers move instinctively toward conversational interfaces, which, in turn, leaves brands with a clear message. The clock has moved on. AI is no longer a nice-to-have. It is a direct response to how people now choose to discover, question, and buy. Our conversation turns to the gap between customer expectations and the experiences they receive. Peter discusses why brands often struggle to integrate channels, data, and AI coherently. He explains how first party data has become the anchor for any serious AI strategy, why generic public models cannot solve brand-specific tasks, and why the most successful teams start with simple, tightly scoped problems. A password reset may not sound glamorous, yet it is the kind of focused use case that teaches teams how to govern data, automate safely, and build confidence in the process. We also spend time on branded calling, RCS, and the evolution of voice. Peter breaks down what modern messaging now looks like and why trust sits at the center of every interaction. His explanation of Conversational Relay shows why natural voice exchanges finally feel within reach after years of frustration with rigid IVR systems. The thread running through all of this is clear. Consumers want speed and clarity, but they want reassurance too, and brands need to honor both sides of that equation. Later in the conversation, Peter makes one of the episode's most compelling points. Brand visibility has become harder, not easier, because much of the early research now occurs within AI tools. Buyers form opinions long before they speak with a sales rep. That shift explains why so many B2B companies are returning to high-impact brand channels, whether that is F1 sponsorships or other standout moments that keep them in the initial consideration set. We close with the topic that Peter believes will define the next stage of enterprise AI. Model Context Protocol. MCP has emerged as a quiet breakthrough, enabling LLMs to access data across CRM systems, files, and other software through a standard protocol. This removes one of the biggest blockers in AI projects: the practical challenge of connecting disparate data to a model built for a specific purpose. As Peter puts it, MCP gives companies a realistic way to make the special-purpose models that deliver reliable ROI. It is a wide-ranging conversation shaped by SIGNAL London's announcements, the evolving customer journey, and a year in which AI moved from curiosity to expectation. I would love to know what part stood out most to you. Are you seeing the same shifts Peter describes in your own business, and how are you preparing for the year ahead? Useful Links Interact with the Inside the Conversational AI Revolution report. Learn more about the Signal event Connect with Peter Bell, VP of Marketing for EMEA at Twilio. Tech Talks Daily is sponsored by Denodo

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Antonio Bravo on AI & Data at BBVA

The Platform Journey

Play Episode Listen Later Dec 11, 2025 38:50

In this episode, Avanish and Antonio discuss:BBVA's data transformation journey, including the strategic decision in 2017 to create a global data function at the executive committee level reporting to the CEO and ChairmanBuilding hybrid data architecture combining centralized lake house (AWS) with data mesh approaches to balance agility and control across global operations in regulated environmentsThe "eight robots" framework—a top-down AI transformation agenda targeting the most critical parts of BBVA's value chain, from digital client relationships to banker productivity to risk underwritingHow BBVA defines data democratization as "responsible access" not "open access," implementing strict governance while enabling self-service analytics in a highly regulated industryReal-world AI impact: solutions reducing tasks from 11 minutes to less than 1 minute, generative assistant "Blue" serving 20+ million clients in Spain and Mexico, and IVR improvements saving minutes to secondsThe partnership and ecosystem strategy leveraging enterprise-focused innovation through AWS, OpenAI, Google Gemini, and vertical solution providers to increase speed of learning and innovationWhy the "mode in this cycle is learning—how fast you can learn, how fast you can test hypotheses"—embracing experimentation and continuous improvement as models rapidly evolveAntonio's vision for the future: using AI and data to expand bankarization globally, serving underserved populations and fueling economic growth for families and businessesAbout the host:Avanish Sahai is a Tidemark Fellow and served as a Board Member of Hubspot from 2018 to 2023; he currently serves on the boards of Birdie.ai, Flywl.com and Meta.com.br as well as a few non-profits and educational boards. Previously, Avanish served as the vice president, ISV and Apps partner ecosystem of Google from 2019 until 2021. From 2016 to 2019, he served as the global vice president, ISV and Technology alliances at ServiceNow. From 2014 to 2015, he was the senior vice president and chief product officer at Demandbase. Prior to Demandbase, Avanish built and led the Appexchange platform ecosystem team at Salesforce, and was an executive at Oracle and McKinsey & Company, as well as various early to mid-stage startups in Silicon Valley.About Antonio Bravo, Global Head of Data at BBVAAntonio started his career in 2009 as a consultant focused in Technology, Media and Telecom. There he had the opportunity to learn how (mobile) internet growth blurs barriers between different industries and makes them converge. One of those industries is finance. He joined BBVA in 2011 to be part of its transformation strategy, and since then he has had different jobs. Started working in the Strategy & M&A area, with focus on the BBVA Ventures team (today Propel) investing in fintech startups, continued with a role in Digital Banking Strategy team, and later in 2015 assumed the responsibility of Business Development in South America (Argentina, Chile, Colombia, Perú, Venezuela, Uruguay and Paraguay).He also held the responsibility of Agile Organization until July 2019, focused in scaling the Agile methodology through-out the entire organization, more than 33.000 people including holding and countries, to improve quality, time to market, productivity and team engagement.From July 2019 until September 2021 he held the responsibility of IT Strategy & Control within BBVA, a function that manages some of the core IT functions at a global level, such as IT strategy, finance, vendor management, PMO, first line of defense and IT spin-offs.Since September 2021 he holds the position of Head of Sustainability Strategy & Business Development, where he contributes to the design of the strategic plan for all segments and manages investment in descarbonization funds. In January 2024 he was also appointed as Head of Corporate and Investment Banking Strategy, Industrial client coverage and cross border business.In January 2025 was appointed Global Head of Data at BBVA. Antonio is responsible of leading the transformation of the Group towards a data-driven company.About BBVA:BBVA is a global financial services group founded in 1857. The bank is present in more than 25 countries, has a strong leadership position in the Spanish market, is the largest financial institution in Mexico and it has leading franchises in South America and Turkey. In the United States, BBVA also has a significant investment, transactional, and capital markets banking business.BBVA contributes with its activity to the progress and welfare of all its stakeholders: shareholders, clients, employees, providers and society in general. In this regard, BBVA supports families, entrepreneurs and companies in their plans, and helps them to take advantage of the opportunities provided by innovation and technology. Likewise, BBVA offers its customers a unique value proposition, leveraged on technology and data, helping them improve their financial health with personalized information on financial decision-making.About TidemarkTidemark is a venture capital firm, foundation, and community built to serve category-leading technology companies as they scale. Tidemark was founded in 2021 by David Yuan, who has been investing, advising, and building technology companies for over 20 years. Learn more at www.tidemarkcap.com.LinksFollow our host, Avanish SahaiLearn more about Tidemark

New Taekwondo Sparring Rules for 2026

Taekwondo Life Magazine's Podcast

Play Episode Listen Later Dec 7, 2025 9:01

International Referee and host, Master Marc Zirogiannis, highlights some of the Key World Taekwondo Sparring rules changes voted on in Wuxi and rolling out January 1, 2026. Master Marc Discusses: The removal of IVR head Challenges by Coaches Six point rule for turning head kicks Elimination of One Corner Judge New Sensing Gloves for Punches Six Weight Categories for the Olympics Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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Klearcom ranks third on Deloitte's Technology Fast 50 list

SaaS Talkâ„¢ with the Metrics Brothers - Strategies, Insights, & Metrics for B2B SaaS Executive Leaders

Play Episode Listen Later Dec 1, 2025 3:09

Klearcom, a global leader in AI-driven IVR and telecom testing, has ranked third in Deloitte's list of the fastest growing technology companies across the island of Ireland. The Waterford-based company, who recently secured an investment from London-based private equity firm, Synova, received its official listing at this year's Technology Fast 50 Awards. The event took place in the Round Room at the Mansion House in Dublin. The Technology Fast 50, running since 1999, is one of Ireland's most prestigious technology award programmes and celebrates innovation and entrepreneurship within the industry. At last year's ceremony, Klearcom received the Rising Star accolade in honour of their promising growth trajectory and future potential. This year represents a major milestone in the company's journey, driven by its expanding market share in the IVR sector and the establishment of its physical base within the US. Klearcom specialises in AI-powered contact centre testing solutions, identifying and resolving issues in telecoms infrastructure for multinational companies such as Pfizer, Google, and Mastercard. Building on this year's success, the company is embarking on ambitious expansion plans for 2026 and are actively recruiting across the entire organisation. This includes senior leadership roles such as Chief Revenue Officer (CRO), Chief Product Officer (CPO), Head of Engineering, as well as multiple roles across the sales department. Speaking about the company's official ranking, Liam Dunne, CEO and Co-Founder, Klearcom, said: "Our ranking of third on the Technology Fast 50 list is a standout highlight to what has been an exceptional year for Klearcom. We want to take a moment to thank Deloitte for this honour and our entire team for being instrumental to our success. "Following our partnership with Synova, we are incredibly excited to deliver on our vision for 2026. As we continue to scale globally, we are eager to welcome new talent across the organisation and invite prospective candidates to join our rapidly growing team. "Fuelled by this year's achievements, we look forward to reinforcing our position as a market leader in this space and achieve even greater heights in 2026 and the years ahead." See more stories here. More about Irish Tech News Irish Tech News are Ireland's No. 1 Online Tech Publication and often Ireland's No.1 Tech Podcast too. You can find hundreds of fantastic previous episodes and subscribe using whatever platform you like via our Anchor.fm page here: https://anchor.fm/irish-tech-news If you'd like to be featured in an upcoming Podcast email us at Simon@IrishTechNews.ie now to discuss. Irish Tech News have a range of services available to help promote your business. Why not drop us a line at Info@IrishTechNews.ie now to find out more about how we can help you reach our audience. You can also find and follow us on Twitter, LinkedIn, Facebook, Instagram, TikTok and Snapchat.

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A New Agentic AI Metric: Containment Rate

Play Episode Listen Later Nov 20, 2025 22:01

In this episode of The Metrics Brothers, Ray “Growth” Rike and Dave “CAC” Kellogg break down one of the emerging metrics in the Agentic AI era: Containment Rate - the percentage of tasks an AI agent completes (resolves) end-to-end without human intervention.They explore multiple aspects of the Containment Rate Metric including:How containment rate differs from classic chatbot metric - deflection rateWhy defining “resolved” and/or "completed" is essential to calculating containment rateHow the metric connects directly to ROIWhy ROI needs to include both the benefit (cost-savings) and the investment (expense) for the AI AgentRay and Dave also trace the history of containment from IVR to Chatbots to LLM-powered agents, debate common misconceptions, and outline benchmarks across customer support, IT, HR, and back-office agentic AI workflows.If you're building, buying, or benchmarking AI agents - or trying to turn AI investments into measurable ROI — this episode delivers the context, clarity, and humor only The Metrics Brothers can provide.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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Reliable Voice Agents

MLOps.community

Play Episode Listen Later Nov 18, 2025 38:21

Brooke Hopkins is the CEO of Coval, a company making voice agents more reliable. Reliable Voice Agents // MLOps Podcast #347 with Brooke Hopkins, Founder of Coval.Join the Community: https://go.mlops.community/YTJoinInGet the newsletter: https://go.mlops.community/YTNewsletter// AbstractVoice AI is finally growing up—but not without drama. Brooke Hopkins joins Demetrios Brinkmann to unpack why most “smart” voice systems still feel dumb, what it actually takes to make them reliable, and how startups are quietly outpacing big tech in building the next generation of voice agents.// BioBrooke Hopkins is the founder of Coval, a simulation and evaluation platform for AI agents. She previously led the evaluation job infrastructure at Waymo. There, her team was responsible for the developer tools for launching and running simulations, and she engineered many of the core simulation systems from the ground up.// Related LinksWebsite: https://www.coval.dev/~~~~~~~~ ✌️Connect With Us ✌️ ~~~~~~~Catch all episodes, blogs, newsletters, and more: https://go.mlops.community/TYExploreJoin our Slack community [https://go.mlops.community/slack]Follow us on X/Twitter [@mlopscommunity](https://x.com/mlopscommunity) or [LinkedIn](https://go.mlops.community/linkedin)] Sign up for the next meetup: [https://go.mlops.community/register]MLOps Swag/Merch: [https://shop.mlops.community/]Connect with Demetrios on LinkedIn: /dpbrinkmConnect with Brooke on LinkedIn: /bnhop/Timestamps:[00:00] Workshop feedback[02:21] IVR frustration and transition[05:06] Voice use cases in business[11:00] Voice AI reliability challenge[18:46] Voice AI reliability issues[24:35] Injecting context[27:16] Conversation flow analysis[34:52] AI overgeneralization and confidence[37:41] Wrap up

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Klearcom announced as 2025 Technology Fast 50 company

Play Episode Listen Later Oct 24, 2025 2:19

Klearcom, a global leader in AI-driven IVR and telecom testing, has been announced by Deloitte as one of the 50 fastest growing technology companies across the island of Ireland. The Waterford-based company's ranking will be revealed at this year's Technology Fast 50 Awards, which will take place on 27 November in the Round Room at the Mansion House in Dublin. Running for 26 years, the Technology Fast 50 is one of Ireland's leading technology award programmes, recognising and celebrating innovation and entrepreneurship in Ireland's indigenous technology sector. At last year's awards, Klearcom received the Rising Star accolade, which recognises a company with a promising growth trajectory and the potential for inclusion in the Fast 50 rankings in years to come. As well as driving continued success in Ireland, Klearcom recently announced its first physical base in the US and the expansion of its team. This is part of its plan to further grow its share in the IVR market by identifying and resolving issues with customers' telecom system infrastructure. Speaking about the 2025 Technology Fast 50 listing, Liam Dunne, CEO, Klearcom, said: "We're incredibly proud to have made the list this year and to be seen as not only an innovator but disruptor in this space. It's a testament to the work and expertise of our team who deliver the fastest response and best customer service." See more stories here. More about Irish Tech News Irish Tech News are Ireland's No. 1 Online Tech Publication and often Ireland's No.1 Tech Podcast too. You can find hundreds of fantastic previous episodes and subscribe using whatever platform you like via our Anchor.fm page here: https://anchor.fm/irish-tech-news If you'd like to be featured in an upcoming Podcast email us at Simon@IrishTechNews.ie now to discuss. Irish Tech News have a range of services available to help promote your business. Why not drop us a line at Info@IrishTechNews.ie now to find out more about how we can help you reach our audience. You can also find and follow us on Twitter, LinkedIn, Facebook, Instagram, TikTok and Snapchat.

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Alan Irving: The one with the Spine-Chilling Audiobook!

fortune new england newton moderators elearning animal rescue ivr

Play Episode Listen Later Oct 17, 2025 35:10

In ep 143 of “How Do You Say That?!” sponsored by britishvoiceover.co.uk, Alan Irving joins Sam and Mark to talk about how different audiobook narrators prepare for the mammoth task of story and character prep... why an author might leave a narrator to it once they've been chosen for the job... and we bring you a passage from a horror story that'll make the hairs on the back of your neck stand up.Our VO question this week is all about the differences between narrating fiction and non fiction audio books.Get involved! Have you got a Wildcard suggestion that we should try or an idea for the show? Send it to us via Mark or Sam's social media or email it directly to podcast@britishvoiceover.co.ukScript 1At Quarto, every book begins with obsession.Every page is designed, illustrated, and perfected to bring thestories you love to life in their most beautiful form.These aren't just books - they're stories that shaped you,reimagined and created by us to be held, read and re-read.Not to collect dust, but to be lived with and loved - over and overagain.Quarto.Books that live in your hands.Script 2He was just fading off to sleep when the ghost appeared. It looked over the edge from the ledge above. For the first time, the ghost revealed its face, and it was a face Almon had never seen before.It was an old man with pale, blistered skin and a long grey beard. Its eyelids were stitched together with thick interlacing leather thongs pulled tightly together.Even with these terrible mutilations to his eyes, somehow, he still watched Almon.We'd love your feedback - and if you listen on Apple Podcasts or Spotify, hit the follow button today!**Listen to all of our podcasts here - you can also watch on YouTube, or say to your smart speaker "Play How Do You Say That?!"About our guest: Originally from Essex in the South-East of England, now living in Rossendale in the North-West, Alan Irving has been a voiceover artist and audiobook narrator since 2012. He's worked in almost all genre's, from Character work, Commercials, Corporate and E-Learning, IVR, Voice of God and of course Audiobooks.He lives with his partner Cathy, Daughter Hannah, his dog Willow and cat, Ruddles. (or "Rude Boy" as Alan likes to call him!)He also enjoys playing the guitar, likes to cook, and "appreciates" fine wines! Alan's Website @alan_irving_voa on Instagram Alan's Facebook pageResources: Click here for the Wildcard Generator and don't forget to think of an action your character can be doing!About your hosts:With over 40 years representing major international clients such as Google, Emirates and HSBC; Mark Ryes has been trusted to be the voice for some of the world's biggest...

Robyn Newton

Extra Connections

Play Episode Listen Later Oct 15, 2025 42:30 Transcription Available

James has a great chat with Robyn Newton on several topics including Animal Rescue, different cities, different jobs and being a good Moderator. Robyn's years of performance experience and study of voice acting have taught her how to breathe life into any script. Robyn understands the importance of how the human voice can be used to engage an audience–to convey energy and emotion–to create a brand that is genuine, relatable, trustworthy, and undeniably recognizable. Robyn possesses strong communication, project management, and perceptive creativity skills and assists her clients in developing or enhancing their marketing campaigns to ensure that their message resonates with their target audience. Prior to launching her voice over business in 2015, Robyn enjoyed an incredibly rewarding career in the world of high tech for three decades. She's worked with a handful of Fortune 500 companies in the role of a technical content creator, global program manager for software development teams, and as an internal corporate narrator of impactful eLearning videos, strategic marketing initiatives, and complex IVR catalogs. Whether you need the voice of an approachable expert, relatable gal next door, loving mom, or friendly customer service rep, Robyn's wide range of vocal range enables her to understand how to convey her client's message to create something truly remarkable and memorable—and she has fun doing it! Originally from New England, Robyn is thrilled to be living closer to her son, daughter-in-law and granddaughter. She loves dogs, calls herself a foodie, enjoys the theater and live music, and has embraced an outdoor lifestyle that includes spending time at the beach, riding her bicycle and her motorcycle. IG @robynnewtonvo

WhatsApp Means Business: Premier CX's “Zero to Amazing” Playbook, Podcast

Play Episode Listen Later Oct 3, 2025 22:57

“Asynchronous messaging respects customers' time—and when you meet people where they already are, CSAT, revenue, and retention follow.” — Gareth Bray, Premier CX Gareth Bray, Business Development Director at Premier CX, joined Doug Green, Publisher of Technology Reseller News, to discuss how WhatsApp is becoming an essential business channel worldwide. Premier CX, originally known for IVR audio and FAQ videos, now leads organizations through a “zero to amazing” journey on WhatsApp, helping them design, integrate, and scale conversational experiences. Bray explained why WhatsApp is booming: Global adoption — >90% of consumers in India & Brazil already use it to talk to businesses; Europe and the U.S. are rapidly following. Convenience — Asynchronous messaging beats long hold times and tethered web chats. Trust — WhatsApp sits alongside family and friends, making it highly personal and effective. The results are clear: companies report higher productivity, lower costs, stronger CSAT, and increased sales and retention. Bray shared examples from retail and utilities where WhatsApp journeys cut handle time, empowered customers, and improved outcomes for all parties. Bottom line: Just as websites once became essential, WhatsApp is the next wave of customer engagement—and businesses that delay risk being left behind. Learn more and try Premier CX's WhatsApp demo at premiercx.co.uk.

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Klearcom establishes US office with 20 new jobs

Play Episode Listen Later Sep 24, 2025 3:53

Klearcom, a leading provider of global contact centre testing solutions, today announces that it has established its first physical base in the US with the opening of a new office in Boonton, New Jersey. To facilitate this growth, Klearcom will hire 20 new team members in the US. The announcement has been welcomed by Peter Burke, Minister for Enterprise, Tourism and Employment of Ireland. Headquartered in Waterford, Klearcom is currently pursuing aggressive growth in the US market. The new base will enable Klearcom to acquire more US-based customers and strengthen relationships with existing clients, such as Google, Mastercard and Visa. This will help the company to grow its share in the interactive voice response (IVR) market, currently valued at $5.9BN and growing at a rate of 7% per annum. The new hires, to be appointed across sales and customer service over the next 12 months, represent a significant investment from Klearcom. They, and the New Jersey base, will be central to enhancing service delivery and providing on-the-ground support to Klearcom's growing US customer base. As the IVR market continues to grow at pace, the expansion will ensure Klearcom stays ahead of market challenges and seizes new opportunities. At the same time, Klearcom will continue to deliver reliable and quality testing for businesses' automated voice systems, especially within critical customer service channels. The expansion will facilitate faster onboarding, greater support and a more personalised service, enabling the company to align more closely with US business priorities, time zones and escalation needs. Mark Rohan, co-founder and chief operating officer, Klearcom, said: "The US market is vital to Klearcom's growth strategy. As such, this announcement is not only a mark of our success in the US to-date, but also our commitment to businesses there. And, while this is our first office in the US, it will not be our only one. "For us, the expansion comes at the perfect time as businesses increasingly demand cutting-edge technology over outdated legacy systems. Our AI-driven IVR testing is the fastest in the world, enabling enterprises to quickly identify and resolve issues within their telecom system infrastructure, and cementing our position as the leading provider of contact centre testing solutions. "Our US office doesn't just mean faster response times - it means being on the ground, right where our customers need us most." Peter Burke, Minister for Enterprise, Tourism and Employment of Ireland, said: "Klearcom is a prime example of an Irish company whose ambition has driven impressive growth on the global stage. This next step in the company's journey will open the door to exceptional opportunities within the United States, which have the potential to take the business to new heights. I look forward to watching the team's progress as they grow their footprint in this important market." See more stories here. More about Irish Tech News Irish Tech News are Ireland's No. 1 Online Tech Publication and often Ireland's No.1 Tech Podcast too. You can find hundreds of fantastic previous episodes and subscribe using whatever platform you like via our Anchor.fm page here: https://anchor.fm/irish-tech-news If you'd like to be featured in an upcoming Podcast email us at Simon@IrishTechNews.ie now to discuss. Irish Tech News have a range of services available to help promote your business. Why not drop us a line at Info@IrishTechNews.ie now to find out more about how we can help you reach our audience. You can also find and follow us on Twitter, LinkedIn, Facebook, Instagram, TikTok and Snapchat.

Comunicano: “Press 1 Is Dead”—Why SIP-Native AI Ends the IVR Era, Podcast

The Modern Customer Podcast

Play Episode Listen Later Sep 10, 2025

“Press 1 is dead. If you haven't integrated AI into your core telephony stack, you're on the path to obsolescence.” — Andy Abramson, Founder & CEO, Comunicano In this conversation with Doug Green, Publisher of Technology Reseller News, Andy Abramson—32 years into leading Comunicano—explains why legacy, menu-tree IVRs are being displaced by SIP-native AI and real-time voice agents. The result: faster resolution, lower latency, and human-like interactions that finally match the urgency of today's callers. What's changing SIP ↔ AI interconnect: Direct SIP trunking into AI (e.g., OpenAI) turns agents into callable endpoints—simplifying deployment much like early CPaaS did. Network path matters: Zero-hop/HD direct connectivity (e.g., CarrierX/Found/freeconferencecall.com) and Cloudflare's global edge for WebRTC cut jitter, packet loss, and delay—feeding cleaner “robot food” to AI. Voice that sounds human: Advances in neural voices (e.g., ElevenLabs) raise comprehension and comfort, improving CX outcomes. Tool orchestration made simple: MCP/agent frameworks (e.g., Anthropic-style tool calling) connect CRM/ERP and data sources without brittle middleware. Who wins, who loses Winners: UCaaS/CPaaS and AI-forward CCaaS that treat AI agents as first-class endpoints; telcos bundling AI with SIP routing and data plans; high-volume enterprises offloading Tier-1 to real-time AI. At risk: IVR-only vendors, low-end CCaaS, and speech-to-text middleware that don't adopt AI—“adopt or die.” Why it matters for MSPs & channel partners The migration path is here now: swap tree-based IVR for NLP-driven, real-time voice agents, integrate with existing stacks via SIP, and monetize AI minutes + memories. Business impact: shorter handle times, higher first-contact resolution, lower OpEx, and fewer abandoned calls—especially for customers calling with urgent needs. This episode includes a slide presentation outlining the end of menu trees, the SIP-AI architecture, and four go-to-market “wins” for carriers, UC/CPaaS, CCaaS, and large enterprises. Learn more about Andy's work at comunicano.com (one “m”) and his commentary at AndyAbramson.com and on LinkedIn.

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AI Meets Automotive Care at FCP Euro

Numbers and Narratives

Play Episode Listen Later Sep 2, 2025 42:19

In this insightful episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins sit down with Alejandro Villacís, the head of customer experience at FCP Euro, to explore the intersection of AI and customer service in the automotive aftermarket industry. FCP Euro, known for its exceptional customer care and lifetime replacement guarantee, faces the challenge of maintaining personalized service while managing costs as the business grows. Alejandro shares how they're strategically implementing AI to enhance rather than replace human interactions.The conversation delves into FCP Euro's unique approach to customer support, where many inbound inquiries are from DIY enthusiasts seeking advice. Alejandro explains their careful integration of AI, starting with replacing their IVR system to better route calls and provide quick answers for simple queries. However, he emphasizes the importance of preserving human touchpoints for complex issues and personalized advice. The discussion also covers how AI is being used internally to streamline workflows and free up time for more meaningful customer interactions.One of the most intriguing insights is FCP Euro's vision for using AI to anticipate customer needs based on their vehicle history and driving habits. Alejandro describes the delicate balance between providing expert advice and empowering customers to make their own decisions.

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From Customer Frustration to Customer Satisfaction Featuring Mark Rohan

Amazing Business Radio

Play Episode Listen Later Aug 19, 2025 28:01

AI, IVR, and the Human Touch in Contact Centers Shep interviews Mark Rohan, Co-Founder and COO of Klearcom. He discusses the importance of balancing digital and human support, and how embracing AI and change can lead to world-class customer service. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   Why do many customers still prefer voice support over digital self-service or AI solutions? What percentage of customers are likely to leave a company after a negative experience with automated phone systems? How can companies use technology to detect and resolve customer service issues in real time? Why is it important for companies to offer both digital and human support options? What role does artificial intelligence play in modern customer support? Top Takeaways:   The customer experience begins the moment you first attempt to communicate with a business, whether through a chatbot, a phone call, or an email. Every interaction creates the customer's impression of the organization. Be easy to do business with right from the very beginning. Tools like Interactive Voice Response (IVR) menus and AI chatbots can make the difference between customer satisfaction and frustration. Studies show that around 73% of people will avoid a business if they have a bad encounter with an automated phone menu. That means companies could lose customers before they even have a chance to help them. No matter how good AI and digital options become, there will always be moments when people want to talk to another person. AI and digital options may deliver the quickest response for routine or predictable issues that customers encounter day to day. However, when issues are urgent or sensitive, most customers prefer to hear a reassuring human voice. Businesses that stick with doing things "the way we've always done it" put themselves at risk of falling behind. Adapting to new technologies, even if it feels uncomfortable, keeps companies competitive and relevant. Customers don't just compare one business to its direct competitors. Instead, they compare every interaction to the very best experience they've ever had, no matter where that was. If another company makes things quick and easy, customers expect you to do the same. Companies must continuously strive to be proactive, responsive, and raise their own standards. Every issue that a customer encounters is an opportunity to be memorable and to create loyalty. If a problem occurs and is resolved quickly and kindly, customers may trust the company even more than if nothing had gone wrong. Plus, Shep and Mark discuss what world-class brands are doing differently when it comes to integrating technology into their processes. Tune in! Quote:  "Everybody remembers the poor experiences, but very few people remember the good ones. You can't always deliver a perfect customer experience, but you do your best to deliver the best you possibly can." About:   Mark Rohan is the Co-Founder and COO of Klearcom. He has 20 years of experience in telecom and IT, and is a strong advocate for seamless customer experiences. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

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Turning Customer Conversations Into Business Value With Voice AI

Play Episode Listen Later Aug 19, 2025 31:31

Missed calls lead to customer frustration and lost revenue. Voice AI changes this. With voice AI, these missed opportunities can be transformed into meaningful conversations that build loyalty and drive growth. On the latest The Modern Customer Podcast, I had a conversation with @Carson Hostetter, EVP & GM of AI + CX at @RingCentral, about how companies are using voice AI to: ✅ Replace outdated IVR menus with human-like dialogue ✅ Protect revenue by ensuring no call is missed ✅ Turn conversations into proactive customer service and business growth Carson knows the stakes. As RingCentral's former CRO, he helped grow ARR from $1.4B to $2.4B and scaled its enterprise business from $5M to $500M. Now, he's applying that same growth mindset to AI.

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Letters, Letting Go & “What's Next”: Alina Stevens on Selling All Pro Pest Without Losing the Team

The Boardroom Buzz Pest Control Podcast

Play Episode Listen Later Aug 9, 2025 73:16

For three decades, Alina Stevens' family business got “we want to buy you” letters almost daily—then in 2024, she finally said yes. In this candid conversation, Alina walks the Blue-Collar Twins through scaling All Pro Pest from ~25 to ~50 employees, choosing a buyer who kept the team (only one person left), and the emotional gear-shift from making every decision to consulting while the new owner hums along. It's a masterclass in female leadership inside a family company, statewide routing without extra branches, and knowing when to let the kids “go to college.” You'll hear: The moment “sell” went from never to now—and why employee continuity was the deal-breaker.How she modernized ops: true-mobile routing, GPS/cameras, and ditching IVR hell to stay customer-first.Lessons as a woman owner winning respect on job sites by knowing the craft cold.Why growth means you're never “over the mountain,” and how to communicate for buy-in (not just talk).Life after close: the ego hit of “they don't need me”… and the freedom to ask what's next. From Gym Teachers to Service Leaders: The Julio Twins' Story | Last Bite Mosquito, Viking Pest https://youtu.be/DAYxtzhswxs From PE Teachers to Pest Control Owners: The Julio Twins Share Their POTOMAC Experience https://youtu.be/HAx9noqsqTo https://www.linkedin.com/in/paulgiannamore www.potomaccompany.com https://bluecollartwins.com Produced by: www.verbell.ltd Timestamps 00:00 – “We got buy-your-company letters almost daily for 30 years… then we finally sold.” 00:50 – Intros: Alina's 2024 exit and the hard art of letting go 02:00 – “Never planned to be the bug girl”: Air Force pilot dreams → family firm roots (1971) 03:45 – Health crises, divorce, stepping in after raising kids—“somebody had to sail the ship” 05:10 – Change management 101: don't flip everything at once (ask her how she knows) 06:45 – Choosing the buyer: keep the people, not just the book—only one employee didn't continue 08:40 – Post-close role: retained as a 1-year consultant… but the newco barely needed her 10:10 – Scale at sale: ~50 employees, ~40 trucks; when she took over (~2015) it was ~25 staff 12:00 – Origin story: bank teller → office manager → marrying the boss (plus a $2/hr raise) 14:10 – Earning respect as a woman in a male-dominated niche: knowledge beats assumptions 18:30 – Statewide without branches: “true mobile” ops from home bases across Georgia 19:50 – From proprietary software (“Helper”) to mainstream + mobile; training older techs 22:30 – GPS & cameras: nightmare stories… and the crash video that saved a driver 26:00 – Phones & CX: VOIP, fewer prompts, always a human—because customer-first isn't a menu tree 27:40 – “FITFO”: figuring it out through hiccups, turnover, and route remaps 30:20 – Leadership reality: 3 a.m. at the office, good people who stayed, and new opportunities under newco 33:00 – Comfort vs growth: the tag that says “AND NEXT” and a Mexico pest-control idea 34:45 – Mentors & marriage: productive conflict that made the business stronger 41:30 – Culture: family and team, where competition never outweighed belonging 44:50 – Communication = buy-in: expect 60–70% of your own intensity; tailor the message to the person 52:30 – Meeting Potomac and what “you're the best” from an advisor really means

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Bhav Parmar: The one with the Base Pace Checking!

Play Episode Listen Later Jul 17, 2025 34:37

In ep 130 of “How Do You Say That?!” sponsored by britishvoiceover.co.uk, Bhav Parmar joins Sam and Mark to talk about corporate scripts in all forms... well written, badly written, over written, under written, serious, quirky, fast, slow - and how you can make them all sound interesting! There's some great advice on working out what your base pace should be, and be careful, because after this episode, you'll be googling all about mankinis! You have been warned!Our VO question this week is all about following your heart and the work you enjoy - and you'll reap what you sow!Get involved! Have you got a Wildcard suggestion that we should try or an idea for the show? Send it to us via Mark or Sam's social media or email it directly to podcast@britishvoiceover.co.ukScript 1At Quantra, over more than 40 years, we have developed a strategic investment approach that is rigorous and precise. This is our foundation, strong enough that we can always continue to build, and solid enough that through different market cycles we have the conviction to keep investing through the noise. It's how we have been able to maintain our position at the forefront of private markets, underpinned by a strong culture of integrity, and a commitment to deliver long-term returns for our investors. We are laser focused on how the world is evolving, and how the needs of our clients are changing.Script 2Imagine running a hotel where your team is juggling a hundred tasks at once - from handling guest bookings and coordinating staff to managing daily operations, driving sales, while ensuring every guest has a memorable stay.On top of that, you're focused on maximising profitability and staying ahead in a competitive market. You need more than just tools; you need a partner who understands these challenges and offers technology that not only simplifies workflows but also keeps the guest experience superior. That's where Booked and Bespoke comes in.We'd love your feedback - and if you listen on Apple Podcasts or Spotify, hit the follow button today!**Listen to all of our podcasts here - you can also watch on YouTube, or say to your smart speaker "Play How Do You Say That?!"About our guest: Bhavnisha Parmar (AKA Bhav) is a voiceover artist and actress with over 8 years in the creative industry, possibly best known for her work in "Doctor Who" playing the witty Sonya Khan. As well as voicing for global brands such as Apple, Twitter, Expedia, Panasonic, the BBC, Calm, Revolut, Unliever, Spotify, Goldman Sachs, HSBC and many more. Bhav works across many genres, including Commercials, Corporates, Explainer Videos, E-Learning, B2B Products, Online ads, Radio, Gaming, Audio Dramas, IVR and VR Technologies, passionately championing diversity and inclusion. You can hear her as a Sleep Story narrator on the Calm App, playing mum in the Amazon Prime animation "Uma and Devan" and the IVR voice of Apple India. She is also a presenter for BBC Asian Network. Bhavnisha's Website @voiceofbhavnisha on Instagram

Invisible Failures, Visible Fallout: Why Businesses Must Combat CX Blind Spots

TrustedSec Security Podcast

Play Episode Listen Later Jul 17, 2025 4:27

Guest post by Christine Ramsey, Head of Client Operations Klearcom They say that "the worst type of problem is the one you can't see." This is especially true when it comes to empowering and enhancing Customer Experience (CX). For a business, there are very few challenges more costly than a poor customer journey or a negative review. In fact, one bad review can cause significant damage to a brand. As well as jeopardising customer retention, substandard CX can prevent referrals, undermine brand trust and hinder business growth. Given its impact on a company's long-term success, it is therefore imperative that CX is both tested and trusted. This means uncovering and understanding any blind spots (those problems that are hard or impossible to see) which could affect customer service and confidence levels. For multinational companies serving global customer bases, these undetected issues - such as poor call quality, communication errors and misrouted calls - across their Interactive Voice Response (IVR) systems could not only be disruptive but also brand damaging. IVR systems allow businesses to automate call interactions through the use of voice prompts and DTMF inputs. IVR systems are therefore intended to save businesses time and money, while seamlessly and successfully transferring the customer to the desired department or getting them to a resolution quickly through self-serve options. However, if unchecked and untested, blind spots in IVR systems can have the opposite effect - causing delays, customer frustration, and in more serious cases, even system outages. Because they tend to fly under the radar, they often affect customers long before anyone on the client side realizes there's a problem (which can be costly from a reputational and financial perspective.) For example, a customer trying to reach their network provider's service desk could be prompted by the IVR to state the desired department but then is misrouted to sales. Or there might be a customer service message during a holiday period which is incorrect, leading to confusion and dissatisfaction among large cohorts of customers. CX blind spots can have various knock-on effects on a business, from reputational damage and reduced revenues to customer churn and compliance failures. In sectors which are highly regulated or during peak periods when demand is high, blind spots can potentially be catastrophic. In addition, the aftermath of a blind spot or outage can negatively impact employee morale, with faults leading to more calls from frustrated customers, resulting in more pressure on staff. Testing IVR systems can ensure optimal performance and experience for all stakeholders. By identifying and rectifying blind spots, IVR testing drives success for both customers and businesses - upholding quality, empowering customer journeys, and reducing the risk of outages. Furthermore, Call Detail Records (CDRs) can assist organisations with technical information to get resolution on blind spots faster as it enables them to pinpoint exactly where the issues are and reduce time to resolution (TTR.) With tighter regulations and rising customer expectations, companies are feeling the pressure to deliver a standout customer experience. To keep up, they need to be proactively testing their systems to catch blind spots before they turn into outages or unhappy customers. At the end of the day, it's not just the customer journey on the line but the future of the business. See more stories here. More about Irish Tech News Irish Tech News are Ireland's No. 1 Online Tech Publication and often Ireland's No.1 Tech Podcast too. You can find hundreds of fantastic previous episodes and subscribe using whatever platform you like via our Anchor.fm page here: https://anchor.fm/irish-tech-news If you'd like to be featured in an upcoming Podcast email us at Simon@IrishTechNews.ie now to discuss. Irish Tech News have a range of services available to help promote your business. Why not drop us a...

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From IVR to AI: The future of voice testing in contact centres with Satish Barot, Klearcom

VUX World

Play Episode Listen Later Jul 4, 2025 50:05

As generative AI redefines the contact centre, ensuring consistent performance across complex telephony networks becomes mission-critical. In this episode, we speak with Satish Barot, CTO at Klearcom, about the evolution of contact centre technology and the critical role of quality assurance in AI voice systems. We explore how organisations gradually transition from traditional DTMF-based IVR systems to more sophisticated conversational AI and generative AI solutions. Satish shares insights on why this shift is happening incrementally, with many companies adopting hybrid approaches that run traditional and AI-powered systems side by side while they evaluate performance.Discover how Klearcom is pushing the boundaries of voice QA with global in-country testing, real-world noise simulation, and accuracy scoring, offering a unique lens into what production-ready means in the age of AI.We also discuss privacy considerations and why organisations should start small and scale smart when implementing these technologies. Satish emphasises that businesses should focus on great customer experience rather than chasing fancy technology for its own sake.Shownotes:Check out Klearcom: https://klearcom.comSubscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeWSubscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimmsGet in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms Hosted on Acast. See acast.com/privacy for more information.

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Stop the Spam and Reclaim Your Phone Line Ep. #364

Profits with Pajak

Play Episode Listen Later Jun 20, 2025 20:52

Tired of wasting time on spam calls from fake local numbers? In this crash course episode, John Pajak reveals how spammers are spoofing your area code—and what you can do to stop them. From Google Voice tricks to VoIP upgrades and IVR menus that block bots, this episode delivers tactical ways to reclaim your time and protect your business. Comments and Questions are welcome. Send to ProfitswithPajak@gmail.com Episode Links: Apple Podcast Listeners- Copy and paste the links below into your browser. Upcoming Events: Get your Equip Expo 2025 tickets NOW with promo code PAJAK for only $15 https://plus.mcievents.com/equipexpo2025?RefId=PAJAK LCR Summit: October 19th and 20th in Louisville, Kentucky The Playbook for Success in Your Business and Life! https://www.lcrmedianetwork.com/ Show Partners: Yardbook Simplify your business and be more profitable. Please visit www.Yardbook.com Get 30 days of Premium Business level of Yardbook for FREE with promo code PAJAK Relay Relay is small business banking that puts you in complete control of what you're earning, spending and saving. Click here to sign up for Relay and get $50.00 cash bonus!http://join.relayfi.com/promo/get-50-ulumkswykjzwi4dqsm?referralcode=profitswithpajak&utm_source=influencer&utm_medium=podcast Mr. Producer Click the link to connect with Thee Best Podcast Producer in the biz! https://www.instagram.com/mrproducerusa/ Green Frog Web Design Get your first month for only $1 when you use code, PAJAK , and have your website LIVE in 3 weeks from projected start date or it's FREE for a year. https://www.greenfrogwebdesign.com/johnpajak My Service Area “Qualify Leads Based on Your Profitable Service Area.” Click on this link for an exclusive offer for being a “Profits with Pajak” listener. https://myservicearea.com/pajak Training and Courses Budgets, Breakevens, and Bottom Lines™ Workshop John Pajak's exclusive system is designed to help you avoid common failures and achieve your business' financial goals to be profitable and scale your business. https://www.johnpajak.com/offers/qvgvV8m3/checkout Yardbook Training Workshops Learn one-on-one with John Pajak to use Yardbook like a pro to streamline your business and make more money! https://www.johnpajak.com/offers/aJ9YX7aB/checkout

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7.18 - Hacking with AI

Play Episode Listen Later Jun 16, 2025 39:01

On this episode of Security Noise, Geoff and Skyler chat with Security Consultant Shane Jones about how AI can accelerate workflows and the pros and cons of using automation in penetration testing. Skyler covers his experiences with voice cloning, which AI tools assisted his engagement, and how he was able to trick the IVR system. About this podcast: Security Noise, a TrustedSec Podcast hosted by Geoff Walton and Producer/Contributor Skyler Tuter, features our cybersecurity experts in conversation about the infosec topics that interest them the most. Hack the planet! Find more cybersecurity resources on our website at https://trustedsec.com/resources.

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AI With Integrity: How Vonage and Partners Are Building Ethical Contact Center Solutions, Podcast

Play Episode Listen Later May 19, 2025

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.

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Classic Strangle in BIDU

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Play Episode Listen Later Apr 1, 2025 8:27

Classic strangle in a high IVR stock that has been range bound BIDU

74: 40 40 Years Behind the Mic – Guest Tanya Rich with hosts Rob Bee and Helen Bee

The Voiceover Social

Play Episode Listen Later Apr 1, 2025 38:11

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GoTo Puts the Channel in the Driver's Seat with AI-Powered CX for Automotive and Beyond, Podcast

Play Episode Listen Later Mar 31, 2025

Channel Partners 2025 | By Doug Green “Channel Partners is my favorite week of the year,” said Michael Day, Head of Channel for GoTo, kicking off our conversation at one of the telecom industry's most energized events. “I always call this the Super Bowl for the channel.” And this year, GoTo came ready to play. GoTo, known for its legacy brands like LogMeIn and products such as Rescue and Grasshopper, made waves at Channel Partners with a suite of AI-powered solutions aimed squarely at solving one of the most pressing problems in customer experience: making customers feel seen, known, and understood—without losing the human touch. AI for Auto Dealers, Built to Scale While GoTo is a horizontal platform serving sectors from healthcare to education, Day spotlighted GoTo's deep investment in the automotive vertical, where the company now powers what may be the largest installed base of unified communications and contact center technology for dealerships. “The recent enhancements to our automotive platform allow dealers to do more than just answer calls,” said Day. “They now have tools to delight customers—whether they're buying a car, getting service, or just dreaming about their next road trip.” By integrating GoTo's UCaaS and CCaaS tools into mission-critical dealership systems, auto retailers can recognize a customer by name, know their purchase history, and respond through the customer's preferred channel—be it phone, web, or social media. Meet the AI Receptionist At the heart of this rollout is GoTo's new AI Receptionist, currently available in five languages and expanding fast. Unlike traditional IVR systems, the AI Receptionist understands natural language, detects sentiment, and knows when to bring in a human. It doesn't just route calls—it enhances the employee experience by freeing up staff to focus on more complex tasks, while maintaining a high level of customer care. “AI won't replace humans,” Day emphasized. “But it will make them more effective.” Internal Proof, Real-World Confidence GoTo has already road-tested this tech on its own platform. With over 100,000 Grasshopper users—mostly solo entrepreneurs or small businesses—GoTo used its AI stack to resolve 30% of support calls without human intervention. The remaining 70%? Reserved for the nuanced, high-touch conversations AI isn't meant to handle. “That's why we're confident,” said Day. “This isn't a roadmap product. It's live. It's working. And it's already winning business—right here on the show floor.” MSPs, LogMeIn, and the Power of GoPilot The momentum isn't limited to voice. GoTo's MSP-focused tools, still branded under the trusted LogMeIn name, now feature GoPilot, an AI engine embedded in RMM and remote support tools. It enables faster scripting, real-time language translation, and seamless issue resolution—breaking down communication barriers across global IT environments. “MSPs love these tools,” Day said. “They're seeing what AI can do for support, and they're turning that into value for their customers.” One Brand, Many Strengths While the LogMeIn name still resonates in IT circles, Day made clear that all of this innovation rolls up under one umbrella: GoTo. Whether it's UC, contact center, or IT management, GoTo's channel-first strategy is designed to empower partners with tools that are ready to sell, support, and scale—today. Learn more at GoTo.com.

KavKom: VOIP Platform for Small & Medium Businesses that do not have a CRM

Cloud 9 Podcast

Play Episode Listen Later Mar 20, 2025 18:02

In this episode of the Transform Sales Podcast: Sales Software Review Series, Amir Reiter, CEO at CloudTask, interviews Franck Perez, Head of International Sales at Kavkom, an all-in-one VOIP platform designed for small and medium-sized businesses without a CRM or existing VOIP service. Franck shares how Kavkom helps businesses streamline communication with powerful call management features, IVR systems, and team collaboration tools. The platform enables companies to enhance customer interactions, improve efficiency, and scale operations without requiring complex infrastructure. Perfect for businesses seeking a cost-effective, scalable solution, Kavkom makes it easy to set up and manage calls, ensuring teams stay connected and productive. Try Kavkom here: https://software.cloudtask.com/kavkom-3b77eb #transformsales #salessoftware #Kavkom #CloudTask

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RingCentral Unveils AI-Powered Innovations at Enterprise Connect 2025

Play Episode Listen Later Mar 18, 2025

At Enterprise Connect 2025, John Finch, VP of Product Marketing, Customer Engagement at RingCentral, joined Doug Green, publisher of Technology Reseller News, to discuss RingCentral's latest AI-driven advancements that are reshaping business communications and customer engagement. Introducing AI Receptionist (AIR): The Future of Call Handling The highlight of the day? RingCentral's AI Receptionist (AIR)—an AI-powered virtual assistant designed to handle inbound calls, provide information, and route callers efficiently while delivering a human-like customer experience without requiring a live receptionist. “This is our foray into agentic AI,” said Finch. “It's intuitive, simple to set up, and integrates seamlessly with existing knowledge bases, ensuring businesses can enhance their call-handling capabilities effortlessly.” The Rise of Agentic AI in Business Communications Agentic AI is revolutionizing enterprise communications by eliminating outdated IVR systems and rigid DTMF touch-tone menus. With AI-powered automation, businesses can now facilitate natural, real-time conversations that streamline call handling and reduce customer frustration. RingCX: Expanding AI-Powered Customer Engagement RingCentral's RingCX—its native cloud contact center platform—has grown significantly, now serving 700+ companies. The platform seamlessly integrates UCaaS and CCaaS, enabling cross-team collaboration and improving overall customer experiences. “RingCX is built for simplicity, ease of use, and deep AI integration,” said Finch. “We're automating quality management, improving agent performance, and enhancing customer interactions in ways that traditional systems never could.” Main Stage Presentation & The AI Evolution During Enterprise Connect's main stage keynote, RingCentral's President and COO, Kira Macagon, will discuss how businesses can harness AI-driven insights to capture and leverage every customer interaction, ensuring more effective communication strategies. Three More AI Innovations for Enhanced CX In addition to AI Receptionist (AIR), RingCentral also unveiled: AI Agent Assist: Real-time knowledge retrieval, allowing agents to automatically surface answers from company knowledge bases while handling live customer calls. AI Supervisor Assist: Live call monitoring and sentiment analysis, providing supervisors with real-time alerts to intervene when customer interactions require guidance. AI Interaction Analytics & Predictive CSAT: AI-driven customer satisfaction (CSAT) scoring, ensuring businesses receive continuous customer feedback without relying solely on traditional post-call surveys. RingCentral's AI-Powered Future With RingSense AI at the core of its EX and CX offerings, RingCentral is ensuring that AI-powered innovations enhance unified communications, contact centers, and enterprise collaboration tools. For those attending Enterprise Connect 2025, RingCentral's booth (1000) features live demos of AI-powered solutions. For others, visit RingCentral's website to explore how AI is transforming business communications.

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Put Ratio Spread in NVDA

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Play Episode Listen Later Dec 17, 2024 12:33

NVDA Omni directional bullish play on a market leader with high IVR that's down 10% recently!

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