Cloudlinx: The CX Experience

This is the complete conversation with Brett Brosseau and Wass where they discuss the capabilities of Noble System to drive productivity, recruiting, agent empowerment and overall client satisfaction by implementing gamification properly and carefully.  This was a fantastic conversation where a lot of ground was covered and a ton of good ideas were shared for customer experience.

Here is the complete conversation with Daniel Ash from Journeyfront. Daniel is the CEO and Co-Founder of Journeyfront which is an extremely dynamic and powerful hiring software that has flipped the hiring values on its ear. They do not focus on efficient and timely hiring (thought they do that as well), they focus on hiring accuracy as it drives your firm's goals with the right people for the job. It is an interesting shift in your focus but the software they are suing is powerful and effective for every manager.

In this conversation Wass and Cary Bush discuss the ways in which Aircall has successfully carved out a beautiful niche for themselves in the CCaaS space.  They have focused on the technology and are making it seamless to integrate with, easy to deploy and completely fault-tolerant with a global feel.  This has allowed them to grow with a stable and reliable platform and partner with best-of-breed suppliers in certain areas like CRM and QA and WFM to compliment their capabilities well.

This podcast episode brings Thea Rasmussen, Vonage Solution Engineer, to the show to discuss their CCaaS strategy and some interesting case studies. The episode seamlessly transitions between interesting case studies for AI, call deflection & the interesting benefits that come Vonage being a UCaaS and SD-WAN provider.  It is impressive to hear what can be done when the services are applied properly with the other acquisitions that Vonage has integrated into the offering for clients.  Thea was a great guest and one that we definitely have to have back on the show.

In this episode Wass speaks with the COO of CommunityWFM, a popular workforce Mmanagement platform, about their platform and its capabilities to improve agent adherence, schedule, productivity and even their roadmap for new product development.  CommunityWFM is developing shrinkage modules, coaching and development modules and has even built in mobile applications that your agents will love.

This is our inaugural episode of THE CX EXPERIENCE with Cloudlinx.  WE WILL GET BETTER! HAHA.  In this episode we are lucky enough to have Cameron Weeks join us.  Cameron is the Co-FOuder and CEO of Edify.  They are a CCaaS provider in our space who has gotten through the evaluation phases to become  partner of Cloudlinx.  In this episode Cameron gives us a guided tour of their business plan, technology stack, product roadmap and overall feature functionality of the Edify platform.  It is a fun conversation that took place at the height of the pandemic's beginning craziness.

In our second episode of The CX Experience Kev & Wass discuss with Five9's MikeyB and Michael Rose their company culture, technology capabilities and the various ways that Five9 is working for client's in the CCaaS arena during the pandemic and beyond.  It was a fun conversation with two guys who know the business very well.

Here we have a great conversation with John Lynch, Former CEO and current SVP of Sales (CCaaS) for Serenova.  He gives us amazing insights into the platform, new technologies and acquisitions, strategies for implementing video conferencing into your contact center his take on what we are calling "the worlds largest case study for WAH agents and their efficacy."  We hope you enjoy the listen.

This is part 1 of an eventual 2 part conversation and we discuss how Ringcentral, as a leading UCaaS provider, has chosen to partner with and build upon the InContact platform for CCaaS services.  Frank has a conversation with Max Ball (Director of Product Marketing) who has some unique insights into the platform's capabilities and their strategy for empowering agents and driving up the NPS score for every industry vertical.

In this episode of THe CX Experience Frank has a conversation with Rusty Jensen from Nice InContact.  Rusty is the VP of Revenue Generation at Nice InContact and he discusses the various technologies like artificial intelligence, virtual assistants, gamification and natural language processing that will make your CCaaS experience extremely powerful and will give your agents much more capability to interact with clients.