Enterprise Collaboration

In this week's episode we're speaking with https://www.linkedin.com/in/benrafferty/ (Ben Rafferty), Chief Innovation Officer at https://semafone.com/gb/ (Semafone).

Firstly, Ben explores how omnichannel communication tools are game changers for contact centres. He then delves into the impact of chatbots and artificial intelligence in this environment. Furthermore, Ben outlines the security considerations introduced as a consequence of multi- and omnichannel communications. Finally, he shares his predictions for the future of contact centres.

In this podcast, Jon Arnold of https://www.jarnoldassociates.com/ (J Arnold and Associates) speaks with https://parlamind.com/en/ (parlamind's) Co-Founder and CTO, https://www.linkedin.com/in/tobias-lehmann-23995bb4/ (Tobias Lehmann) and https://www.linkedin.com/in/olavvstrawe/ (Olav Vier Strawe), Founder of https://www.4com.de/ (4Com).

Tobias and Olav start by exploring the definitions of both AI and CX and how the two can complement each other. They then look at how AI can benefit the contact centre, and also it's role from an automation and assistance standpoint. Finally, Tobias and Olav relate this to how it will benefit the CX and striking the important balance between the two.

In this episode, parlamind's Co-Founder and CTO, Tobias Lehmann, shares his thoughts on implementing AI as part of a sound Customer Service strategy. To begin with, Tobias explains the key issues we are seeing in an omnichannel strategy that doesn't implement AI. Further to this, he outlines the individual challenges of chat, email and voice. Tobias also looks at the factors an organisation needs to look at when considering AI for their customer service. Finally, he outlines the technical requirements and the implementation process for a successful AI omnichannel experience.

In this podcast, https://www.linkedin.com/in/ella-morrison-8a2765b4/ (Ella Morrison), Behavioural Designer at https://www.cowryconsulting.com/ (Cowry Consulting) gives an overview of what the ‘human side’ of communications actually is, as well as the direction she feels it’s moving in. Ella also discusses what customers value the most out of experience, products, or price. Then, she details the role that technology plays in the human side of communications. Finally, Ella shares her thoughts on the future of CX.

In this podcast, Jon Arnold of https://www.jarnoldassociates.com/ (J Arnold and Associates) speaks with https://www.linkedin.com/in/mbburns/ (Matt Burns), Startup Initiative Lead at https://monday.com/ (monday.com) to take a closer look at this style of working.

Matt explores the current attitudes surrounding remote working and untangling what the term ‘remote working' really means. Furthermore, Matt details the best practices associated with this working style and how companies that are ‘getting it right' are achieving this.

Collaboration is of great importance for today's marketplace. The connotation of the term is teamwork for task completion, and today there are a number of tools available that drive this. However, these days, collaboration has evolved to become a more fluid, multi-channel solution. Thus, organisations can gain more from their collaboration tools than ever.

In this podcast, Jon Arnold of https://www.jarnoldassociates.com/ (J Arnold and Associates) speaks with https://www.linkedin.com/in/frankpaterno/ (Frank Paterno), VP of Business Development at https://www.pgitl.com/ (PGi). Together, they define what collaboration means to them. Frank goes on to share his thoughts about shifting from premise to cloud. Then, he details how IT directors are more sensitive than ever before about what their users need. Frank also lends his expertise on how a decision-maker can ensure they're choosing the right solution. As well as this, he delves into how collaboration impacts businesses today and the strategic elements behind this. Finally, with buying decisions being somewhat a minefield, Frank also advises on how best to navigate the buyer journey.

Voice over Internet Protocol (VoIP) has asserted itself as the future of telephony. However, many businesses are still using legacy systems, which today's digital workplace is increasingly outgrowing. Thus, it has become critical for decision-makers to consider their organisation's next steps to meet today's demands.

In this podcast, Jon Arnold of https://www.jarnoldassociates.com/ (J Arnold and Associates) speaks with https://www.linkedin.com/in/bryan-vaughan-900827b/?originalSubdomain=ca (Bryan Vaughan), Mid-Market Sales Manager at https://www.versature.com/ (Versature), about the current state of telephony in the Canadian business market. In particular, they discuss why so many systems by defunct companies are still in use today and why businesses are persisting with them. Then, they explore the potential and associated considerations of VoIP and cloud-based communications. Finally, Bryan details how to get businesses to better realise value of the cloud.

In the workplace, telephony has defined voice for a long time. However, since the introduction of VoIP, a lot has changed. In particular, the transition from circuit based telephony to packets has played a large part in where we are now, paving the way for AI-enabled opportunities.

In this podcast, Jon Arnold of https://www.jarnoldassociates.com/ (J Arnold and Associates) speaks with https://www.linkedin.com/in/ianfirth71/?originalSubdomain=uk (Ian Firth), VP of Products at https://www.speechmatics.com/ (Speechmatics). Firstly, they review how VoIP has become the standard that will replace TBM and what this means for IT. Furthermore, in light of today's increasingly digital environment, he explains the challenges of seeing voice become more of an enterprise-grade application, paying particular regard to real time. They then delve into the idea of the 'New Voice' and how AI and cloud are shaping this.

With the majority of contact centers still being premises-based, there is now a serious shift in attitude towards the cloud. Organisations have to ascertain the full benefits of full cloud migration within their business. With on-premises remaining as the only option for a long time, this has almost become a legacy issue which companies need to address. More companies need to look towards the future of how a cloud-based model can bring value to their contact centers.

In this podcast, https://www.linkedin.com/in/jarnoldassociates/ (Jon Arnold) of https://www.jarnoldassociates.com/ (J Arnold and Associates) speaks to https://www.linkedin.com/in/steveone03/ (Stephen Bell), Director of Product Marketing at https://www.talkdesk.com (Talkdesk). They discuss firstly an overview of the prevalence of premises-based contact centers. They then break down the interest in cloud and its main variations. Finally, how CCaaS can incorporate complementary pieces such as CRM or WFO.

Customer engagement has surfaced as a key business imperative as of late. This puts pressure on contact centres to keep up with ever-changing customer expectations. Much of this is down to new technologies, which have led to less patience and more demand from customers. As a result, many businesses are turning to cloud to advance their customer engagement.

In this podcast, https://www.linkedin.com/in/jarnoldassociates/ (Jon Arnold) of https://www.jarnoldassociates.com/ (J Arnold and Associates) speaks with https://www.linkedin.com/in/mayurpitamber/?originalSubdomain=uk (Mayur Pitamber), Senior Solutions Marketing Manager at https://www.8x8.com/uk (8x8). Firstly, they explore what businesses are doing to meet these expectations, including cloud. Then, Mayur demonstrates the importance of having the right technology partner. Finally, Mayur introduces 8x8's cloud contact centre platform.