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Cavell Cloud Conversations

Cavell

67 episodes

4 weeks ago

Send us a text In a podcast twist, Patrick steps into the host’s seat and puts Finbarr on the spot with a quiz on cloud penetration rates across global communications markets. With Cavell’s deep expertise in market data and insights, Patrick leverages Cavell's data to test Finbarr’s grasp of how mature different countries are in adopting cloud-based communications and UCaaS solutions. The episode dives into data trends up to the end of 2024 and sets the stage for Cavell’s upcoming H1 2025 Clo...

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Send us a text In a podcast twist, Patrick steps into the host’s seat and puts Finbarr on the spot with a quiz on cloud penetration rates across global communications markets. With Cavell’s deep expertise in market data and insights, Patrick leverages Cavell's data to test Finbarr’s grasp of how mature different countries are in adopting cloud-based communications and UCaaS solutions. The episode dives into data trends up to the end of 2024 and sets the stage for Cavell’s upcoming H1 2025 Clo...

Show more...

Episodes (20/67)

Cavell Cloud Conversations

Cloud Comms Market Penetration Quiz

Send us a text In a podcast twist, Patrick steps into the host’s seat and puts Finbarr on the spot with a quiz on cloud penetration rates across global communications markets. With Cavell’s deep expertise in market data and insights, Patrick leverages Cavell's data to test Finbarr’s grasp of how mature different countries are in adopting cloud-based communications and UCaaS solutions. The episode dives into data trends up to the end of 2024 and sets the stage for Cavell’s upcoming H1 2025 Clo...

4 weeks ago

30 minutes

Cavell Cloud Conversations

AI, Emotions & Customer Service: Where Personalization Meets Privacy

In this episode, Finbarr and Patrick dive into the evolving world of voice AI, emotional profiling, and hyper-personalized customer journeys. They debate whether real-time emotional analytics in customer service is a breakthrough for better experiences or a step too far into surveillance, exploring recent research, regulatory changes, and the ethical dilemmas of AI-driven personalization. The conversation highlights the need for stronger consumer rights, transparency, and guardrails as techno...

1 month ago

25 minutes

Cavell Cloud Conversations

Why UCaaS Must Move Beyond Phone Numbers

Join Patrick and Finbarr as they tackle a great question of modern work communications. In an environment where collaboration platforms blaze ahead without the need for a phone number, is the phone number itself obsolete?

2 months ago

27 minutes

Cavell Cloud Conversations

The Future of Contact Centres: AI, Automation, and Emerging Markets

Join Finbarr Begley, Senior Analyst at Cavell, and Patrick Watson, Director of Research, as they dive into the latest trends and insights from Cavell's CCaaS Market Evolution Report. Discover how AI and automation are reshaping the contact center landscape, the impact on agent numbers, and the emerging markets poised for growth. This engaging discussion covers practical use cases, global market sizing, and the balance between automation and human touch in customer service. Don't miss this opp...

3 months ago

25 minutes

Cavell Cloud Conversations

How does International Market Turmoil Impact Cloud Communications?

Finbarr and Patrick discuss some of the global, political and economic turmoil and how that impacts communication markets globally. Many of these key trends are covered in Cavell's latest Cloud Comms Market reports, which have just been released. One example in these challenging markets is differentiation. Differentiating by product is becoming increasingly difficult, but many vendors are now focusing on vertical specialisation as a key differentiator.

5 months ago

19 minutes

Cavell Cloud Conversations

Is Voice dead? Think again…

In this episode, Patrick is joined by Lee Hamilton, Head of Product Marketing at Dstny, to talk about voice communication. As personal and business communication preferences evolve, new channels across messaging and social media take the increasing spotlight, but is voice still relevant? Patrick and Lee discuss the importance of voice for businesses and communication service providers. Voice provides much richer data seams than other communication channels, and this can be vital for technolog...

6 months ago

16 minutes

Cavell Cloud Conversations

"You are thinking about telecoms AI all wrong"

In this episode, Senior Analyst, Finbarr sits down with Dag Peak, Chief Products and Technology Officer at Alianza, to explore the transformative potential of AI in the telecommunications industry. Dag shares his vision for leveraging AI beyond mere network efficiencies, emphasising the importance of delivering enhanced communication services. The discussion delves into practical applications such as real-time language translation and AI-driven copilots for various professions, highlighting h...

6 months ago

23 minutes

Cavell Cloud Conversations

Navigating the Future of Contact Centres with Teams and AI

In this episode, Finbarr sat down with Oliver Lifely, Head of Sales for UK, Benelux, and Nordics at Luware, to explore the evolving landscape of contact centres. They delve into the integration of Microsoft Teams, the shift towards knowledge workers, and the growing role of AI in enhancing customer interactions. Oliver shares insights on the maturity of Teams as a telephony platform, the practical applications of AI, and the importance of data readiness. Tune in to discover how these technolo...

6 months ago

21 minutes

Cavell Cloud Conversations

Breaking Out of the Box: 8x8's Journey to Transform Customer Experience

Join Finbarr, Senior Analyst at Cavell, as he sits down with Jamie Stan, Managing Director of EMEA at 8x8, for an insightful discussion on the latest trends in cloud communications and customer experience (CX). In this episode, Jamie shares the story behind 8x8's recent rebrand and how it signifies a broader cultural and technological transformation within the company. They delve into the evolving demands of customers, the integration of AI and data processing in contact centres, and the crit...

7 months ago

21 minutes

Cavell Cloud Conversations

Unlocking APAC’s Potential at Cavell Summit Asia-Pacific 2025

In this episode, Trent (Head of Asia-Pacific), and Patrick (Director of Research) look ahead to Cavell's inaugural APAC summit which is taking place at the end of February. The event will explore opportunities locally in the APAC market as well as international opportunities for local providers looking to expand their services on a global basis. During the podcast Trent takes Patrick through agenda highlights for the summit as well as overviewing the market's leading companies and speakers wh...

7 months ago

12 minutes

Cavell Cloud Conversations

Cavell's 2025 Predictions for UC & CX

Join Cavell Analysts, Finbarr and Patrick as they talk through their top predictions for the year in the UC and CX spaces. Unlike every other prediction list you've seen so far, they don't just talk about AI, in fact that only properly creeps in for the third prediction. What are the first two? Come find out.

8 months ago

23 minutes

Cavell Cloud Conversations

Solving Operator Challenges with PingCo

Patrick is joined by the team from PingCo to preview their participation at Cavell Enable which takes place in London on 3rd of December. The podcast explores key challenges that operators are facing when they join programs, such as Operator Connect. Patrick and the PingCo team discuss how operators can maximise commercials, leverage true customer journey automation, and explore customer data to make the most of the opportunity markets like Operator Connect present.

10 months ago

18 minutes

Cavell Cloud Conversations

Dstny comes to America

Join Cavell's Finbarr Begley and Lee Hamilton from Dstny as they talk about what is new at the company. They discuss the recent Cavell North America Summit, Dstny's increased focus on the American market, and what operating in Europe has taught them that will prepare them for their US expansion.

11 months ago

17 minutes

Cavell Cloud Conversations

Has Artificial Intelligence created the Next Gen PBX?

In this episode, Patrick is joined by Steve Forcum from SIPPIO. Patrick and Steve explore the evolution of PBX systems. With collaboration centric telephony and generative AI PBX systems can now do so much more than their legacy counterparts. Steve takes Patrick through some of the PBX's evolution and provides some examples of how next gen PBX solutions using AI can generate massive ROI for end customers and how this opportunity can be leveraged by channel partners.

1 year ago

21 minutes

Cavell Cloud Conversations

Will automation cost jobs in the contact centre?

Will automation cause the number of contact centre agents to go up or down? In this episode, Patrick and Finbarr tackle the toughest issue with the current rate of change in the contact centre. They lay out some convincing arguments both ways, so this is an episode not to be missed. Explore more of our contact centre insights here: https://www.cavell.com/knowledge/customer-experience-reports/

1 year ago

22 minutes

Cavell Cloud Conversations

Expanding through M&A: A discussion with CloudClevr

In this week's podcast our Executive Director, Matt Townend, sat down with CloudClevr 's Group CEO, Steve Harris, to discuss his approach to company expansion through M&A.

1 year ago

14 minutes

Cavell Cloud Conversations

Cavell chats Channel with Nuvias UC

Join Finbarr on our latest episode as he sits down with Joel Chimoindes, CEO of Nuvias UC to talk about the changing nature of the UC channel. The discussion covers a lot of topics including AI, growing complexity of UC solutions, and the need to adjust to rapid rates of change.

1 year ago

27 minutes

Cavell Cloud Conversations

Consumer Expectations Don't Match Industry Capabilities

Join Finbarr and Patrick as they talk through Cavell's latest Consumer Research (Available for free now), where we look at what consumer's think of the current state of CX, and discuss how that matches the current capabilities of the CX industry.

1 year ago

21 minutes

Cavell Cloud Conversations

Investment Opportunities in CX - What to Expect at Cavell Invest 2024

In our latest episode, Finbarr is joined by Cavell's Director, Matt Townend, to discuss investment opportunities and current trends in the run up to Cavell Invest 2024.

1 year ago

20 minutes

Cavell Cloud Conversations

What you Missed at Enterprise Connect 2024 - Cavell's Summary

Join Cavell's analyst team as they dissect the latest news and trends from the annual Enterprise Connect event in Florida, this event features all of the largest companies in the CX and Communications space. It really sets the agenda for the year, so let us tell you what that agenda is going to be!

1 year ago

15 minutes