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In this episode of Cavell Cloud Conversations, Finbarr Begley and Patrick Watson take stock of how cloud communications evolved in 2025, reflecting on last year’s predictions and exploring what’s coming next. They discuss accelerating investment in high-growth markets, the growing importance of vertical specialisation among service providers, and the increasing impact of AI on customer experience and CCaaS performance.

The conversation also looks ahead to 2026, with bold predictions around the future of chatbots, the rise of asynchronous communication over traditional voice calls, and the need for a new commercial model for mobile UC. Finbarr and Patrick also examine why metrics like average handle time are losing relevance, why deeper technology integration is becoming essential, and what increased M&A activity and potential price rises could mean for the market.

A must-listen for anyone tracking the future direction of UCaaS, CCaaS and cloud communications more broadly.

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