UC Today

There have been some major changes within Cisco's collaboration unit recently with the rebrand to Webex and some senior staff departing. During a partner collaboration event in London we caught up with Vice President and General Manager of Cisco's collaboration unit Snorre Kjesbu. Snorre was presenting at the event, which took place on the top floor of the Shard building in London and we had the chance to discuss all things collaboration.

As an expert in the field Brian Martin talks to us about voice biometrics. Fingerprints and DNA have long been used within the security industries and law enforcement to identify criminals and fraudsters. The next phase in within security provision maybe a voice database. Companies like Spitch have developed speech solutions to such a degree that keeping the voices of criminals or fraudsters in a database could prevent some of the most common fraudulent tactics that the industry falls victim to currently. We hear from the speech solution specialists about how voice solutions can assist in compliance and how the solutions can assist within all industries when it comes to avoid fraud.

Deployment and management of IP devices has been a headache for organisations, resellers and distributors historically. Solutions that can assist with this often time consuming and inefficient process are invaluable. In today's podcast we hear from Swoop Datacom and Westcon about ForgeServe a solution that can revolutionise device deployments.

Omnichannel communication is one of the hottest trends within unified communications and collaboration technology but in today's episode we focus on voice. The most traditional communication method between customer and organisations voice is still the most important tool in customer service. Red Box Recorders specialise in voice capture and understand the use of voice more than most so we put our questions to them to try and understand more about how it has developed historically. 

April 2018 has proved to be one of the hottest months in Unified Communications and collaboration with loads of breaking news. Publisher of UC Today Rob Scott joins Patrick for a review of the month where they discuss all the biggest and most popular stories. The pair also look ahead to the month of May to speculate about what may occur and examine some of the upcoming deadlines such as GDPR. 

Has the realisation that customer service and CX is the most important factor within business finally dawned on global industry? One of the buzz phrases within UC and C currently, it appears that many organisations have realised that the customer and their experiences are so critical to enable business success. Today on Out Loud we discuss the provision of customer service and how technology platforms are important but not the most vital factor in providing great customer services. 

One of the fastest growing cloud platforms is CCaaS and one of the leading providers for workforce optimisation is Calabrio who understand the benefits. This podcast explores the importance of customer service and how cloud platforms can enhance an organisation’s ability to provide great service. 

Emerging technologies and UC and C platforms within organisations are often cited as being critical to the success of the business but really the people and staff using the systems are more important. User uptake when it comes to technology is crucial to any deployment's success. But how do you know you have the right people to fully utilise technology in the first place? Recruitment, staff training and employee satisfaction are critical factors and today on Out Loud we examine those.