Podcasts

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Latest Podcast

Embracing Workforce Management for Better CX, Agent Experiences

Contact Center & Customer Experience

Contact center consultant Juanita Coley discusses how to take a holistic approach to workforce management.

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Cloud Contact Center: Why Partners Matter

CCaaS

Enterprises need holistic solutions for today's contact center requirements, as two Five9 execs discuss in this episode, brought to you by Five9.

CPaaS: Why It's Imperative

CPaaS

IDC's Mark Winther tells us why large enterprises are going to be in trouble if they don't start using comms APIs soon, and shares other guidance on how to move beyond today's CPaaS use cases, in this Enterprise Connect 2020 session...

Taking Your Contact Center into the Future

CCaaS

What’s the typical path forward for today’s enterprise contact center? Our go-to authority, analyst Sheila McGee-Smith, explains in this Enterprise Connect preview.

UCaaS & CPaaS: One, the Other, or Both?

Cloud Communications

UCaaS and CPaaS represent very different models for cloud communications, yet are increasingly converging. In this Enterprise Connect preview podcast, Diane Myers, of IHS Markit, gives us the lowdown.

How Cloud & AI Are Reshaping WFO

Contact Center & Customer Experience

In this Enterprise Connect preview, Ian Jacobs of Forrester, explores how AI and cloud technologies are enhancing today's contact centers.

Talking Up Speech Tech for the Enterprise

AI & Speech Technologies

AI advances are making speech technologies worth consideration for your business. Jon Arnold, UC analyst, explores the current state in this Enterprise Connect 2020 session preview.

Does Distance Matter?

Real-Time Communications

Based on years of research on the dynamics of remote work, academic Judy Olson discusses the psychological implications of non-visual or reduced visual communications. Part 3 in a 12-part series.

Voice: Not Just Another Application

Customer Experience

In Episode 2 of our ongoing series on audio quality, IP expert Sorell Slaymaker tells us why he considers voice to be "the canary of your infrastructure."

Why Audio Quality Matters

Enterprise Networking

Kicking off a 12-part series on the role of high-quality audio for customer communications and enterprise collaboration with our guest Terry Slattery, longtime network engineer with Netcraftsmen.

What's a Container? And What Does It Have to Do With UC?

Cloud Communications

UC analyst Zeus Kerravala explains why this piece of modern cloud architecture promises to impact communications profoundly.

Tips for Navigating Productivity Landmines

Unified Communications & Collaboration

A Honeywell IT exec shares best practices learned in provisioning UC&C tools to 130,000 employees, in this Poly-sponsored podcast.

Cloud Letting You Down?

UCaaS

Making the leap from the premises to the cloud can be problematic for real-time communications. Steve Leaden examines the issue in this EC preview.

Inside the Contact Center-CRM Integration

Contact Center & Customer Experience

Go-to contact center authority Sheila McGee-Smith shares why the benefits of providing CRM access to your agents outweighs the short-term pain, and more, in this EC preview.

AI & Automation: Profound Change Ahead in the Contact Center

AI & Automation

Nicolas De Kouchkovsky, of CaCube Consulting, lays out a contact center future involving a mixed mode of AI and human interactions.

Working Through Team Collaboration Growing Pains

Team Collaboration

While team collaboration holds promise for helping workgroups collaborate more effectively, enterprise migrations have come with challenges, as UC analyst Zeus Kerravala shares in this EC19 session preview.

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