))
Welcome to Always On CX:EX, the podcast designed specifically for Contact Center and IT leaders like you. We know that your role is pivotal in ensuring seamless support for both your contact center reps and your valued customers, all while managing the intricate web of technology that keeps everything running smoothly. In each episode, we dive deep into strategies and insights aimed at helping you continuously elevate your customer experience, enhance your agent experience, and maintain the ...
…
continue reading
1
20. UNIVERSITY CONTACT CENTERS AT SCALE — Keith Honaker on Evolving Tech, Microsoft Teams & Managing Multiple Departments
37:43
37:43
Play later
Play later
Lists
Like
Liked
37:43
In this episode of Always on CXCX, host Josh Chronister talks with Keith Honaker, voice engineer and lead contact center architect at the University of Central Florida (UCF). They explore how Keith’s team manages large-scale contact centers across multiple departments, the transition to new communication technologies like Microsoft Teams, and strat…
…
continue reading
1
19. The Growth of MultiCaaS: Brent Kelly on the Trend of UC and CCaaS Integrations
34:51
34:51
Play later
Play later
Lists
Like
Liked
34:51
In this episode of Always On CX:EX, host Josh Chronister interviews Brent Kelly, a principal analyst at Omdia, about the growing trend of MultiCaaS in the unified communications and contact center industry. Brent shares insights on the key drivers behind MultiCaaS solutions, market dynamics, pricing, and the future trends shaping this space. Best M…
…
continue reading
1
18. Clarity in the CCaaS Jungle: 5 Steps to an Informed CCaaS Buying Decision
51:18
51:18
Play later
Play later
Lists
Like
Liked
51:18
In this episode of Always on CXCX, host Josh Chronister speaks with Peter Broeckx and Gidi Adlersberg about navigating the Contact Center as a Service (CCaaS) market and making informed decisions when selecting a CCaaS solution. They dive into crucial factors like uptime, implementation strategies, unified communications (UC) and CC consolidation, …
…
continue reading
1
17. From Telecom to TechCo: How Voiceflex is Shaping the Future of CX
39:58
39:58
Play later
Play later
Lists
Like
Liked
39:58
In this episode of Always On CX:EX, host Josh Chronister speaks with James Arnold-Roberts, CEO of VoiceFlex, about the evolving landscape of customer experience and contact center technology. James shares insights on VoiceFlex's shift from a telecom company to a tech company, the impact of Microsoft Teams, and how AI is reshaping the future of cust…
…
continue reading
1
16. The Key to Building Strong Customer Relationships
22:08
22:08
Play later
Play later
Lists
Like
Liked
22:08
In this episode of Always On CX:EX, host Josh Chronister welcomes Jeff Ward, Client Director at AudioCodes, to discuss the transformative power of relationships in customer experience (CX). They explore how trust, employee engagement, and relationship-building lead to superior customer service and share actionable strategies for rebuilding trust wh…
…
continue reading
1
15. 5 Steps to Creating & Testing Custom Customer Service Call Flows
28:29
28:29
Play later
Play later
Lists
Like
Liked
28:29
In this episode of Always On CX:EX, host Josh Chronister interviews John Wesselman, a contact center expert from AudioCodes, about the intricacies of designing and implementing effective call flows in contact centers. They explore the essential components, common mistakes, and best practices for creating seamless customer experiences. =============…
…
continue reading
1
14. Practical AI Strategies for Microsoft Teams
47:14
47:14
Play later
Play later
Lists
Like
Liked
47:14
In this episode of Always On CX:EX, host Josh Chronister welcomes Melanie Azagury from AudioCodes to discuss practical uses and strategies related to AI in customer experience and contact centers. They explore the adoption of AI, its applications in Microsoft Teams meetings, and its impact on customer interactions and agent experiences. The convers…
…
continue reading
1
13. Pioneering Unified Communications: AudioCodes' AI Innovations
20:47
20:47
Play later
Play later
Lists
Like
Liked
20:47
In this episode of Always On CX:EX, we bring back Gidi Adlersberg, Voca CIC Business Line Manager at AudioCodes, for a webinar he appeared on with Evan Kirstel, B2B TechFluencer and Industry Expert. They discuss AudioCodes' evolution, its partnership with Microsoft, and its ventures into AI and contact center solutions. ============================…
…
continue reading
1
12. Successfully Integrating Microsoft Teams and Contact Center
21:22
21:22
Play later
Play later
Lists
Like
Liked
21:22
In this episode of AudioCodes' Podcast, host Josh Chronister discusses the integration of Microsoft Teams and contact centers with guests Irwin Lazar from Metrigy and Gidi Adlersberg from AudioCodes. They explore the convergence of unified communications (UC) and contact centers (CC), Microsoft's offerings in the customer experience market, and the…
…
continue reading
1
11. Everything You Need to Know About an Azure-Native Teams Contact Center Integration
32:12
32:12
Play later
Play later
Lists
Like
Liked
32:12
In this episode of Always on CXEX, host Josh Chronister is joined by Gidi Adlersberg, Director of Voca Conversational Interaction Center at AudioCodes. They discuss the relationship between Microsoft Azure and Microsoft Teams in the context of contact center integrations. =========================================================== Best Moments: (01…
…
continue reading
1
10. Integrating CX Capabilities Beyond the Contact Center: Sales Team
39:44
39:44
Play later
Play later
Lists
Like
Liked
39:44
In this episode, host Josh Chronister interviews Marie Vassilatos, Director of Contact Center Sales at AudioCodes, about integrating customer experience capabilities into sales departments. They discuss how improving CX for sales teams leads to better customer satisfaction and loyalty, share real-world examples & use cases, explore relevant metrics…
…
continue reading
1
9. A Practical View of What’s Trending with Microsoft, Contact Center, & AI
20:52
20:52
Play later
Play later
Lists
Like
Liked
20:52
In this episode, guest-host Jon Zoltie is joined by Tom Arbuthnot, a leading Microsoft specialist, to discuss practical insights on what's trending with Microsoft Contact Center and AI. =========================================================== Best Moments: (03:54) Exploring the latest developments in Microsoft Teams telephony and UC, including A…
…
continue reading
1
8. How to Design User Experience with ALL Users in Mind
27:42
27:42
Play later
Play later
Lists
Like
Liked
27:42
In this episode, Josh Chronister joins Jon Zoltie to discuss designing great user experiences for contact center agents, supervisors, and customers. They cover topics like IVR design, agent and supervisor interfaces, omni-channel capabilities, and how enhancing internal experiences ultimately improves customer satisfaction. ========================…
…
continue reading
1
7. Unveiling the Architecture and Design of Modern Contact Centers on Microsoft Teams
38:04
38:04
Play later
Play later
Lists
Like
Liked
38:04
In this episode of Always On CX:EX, Josh Chronister talks with Manoj Priyankara, Director of Solution Architecture at AudioCodes, about designing and architecting Microsoft Teams contact centers. They discuss the differences between Teams-based contact centers vs. standalone contact centers, scalability of a cloud solution, omnichannel customer int…
…
continue reading
1
6. Inside Look: How You Can Deliver Better CX with Microsoft Teams
32:30
32:30
Play later
Play later
Lists
Like
Liked
32:30
In this episode of Always On CX:EX, host Josh Chronister talks with Jasper Filon, a contact center expert at AudioCodes, about how logistics companies can improve customer experience with Microsoft Teams. They discuss the benefits of Teams as a cloud-based platform, integrating contact center features into Teams, using AI for automation, and best p…
…
continue reading
1
5. 5 Crucial Factors of a Microsoft Teams CCaaS You Need to Know
23:46
23:46
Play later
Play later
Lists
Like
Liked
23:46
Not all contact center integrations for Microsoft Teams are built the same. - Some are certified by Microsoft, and some aren't. - Some have built-in Conversational AI, and some don't. - Some have an Azure-native integration with Microsoft Teams, and some don't. You get the idea! In this episode of Always On CX:EX, Jon Zoltie breaks down the top 5 q…
…
continue reading
1
4. How to Build an IVR Your Customers Won’t Hate
32:06
32:06
Play later
Play later
Lists
Like
Liked
32:06
Designing an IVR your customers don’t hate isn’t as difficult and time-consuming as it sounds. And no, we’re not talking about another DTMF menu. No one likes waiting through a list of nine options to then forget what #3 was. We’re talking about speech-driven or conversational IVRs. You know, the ones that: - Callers are no longer limited to 10 opt…
…
continue reading
1
3. Why Consolidate Your UC & Contact Center
30:57
30:57
Play later
Play later
Lists
Like
Liked
30:57
There’s been a lot of talk in the market about UC and contact center consolidation. But is it just talk, or could this be a viable long-term strategy? The benefits can’t be denied – more knowledgeable agents, CX abilities for employees beyond the contact center, cost savings, etc. But sometimes these two communication platforms don’t fit like a glo…
…
continue reading
1
2. Why Voice is Still the Leading Support Channel
40:24
40:24
Play later
Play later
Lists
Like
Liked
40:24
There’s been significant development in digital support channels like Chat and Email, but Voice remains the surefire channel for providing exceptional customer support. Leading with Voice requires the right mix of Conversational AI for handling mundane tasks and knowledgeable Agents for complex issues. But how do you know if you are using the right…
…
continue reading
1
1. Where Teams Voice Ends and Contact Center Begins
32:49
32:49
Play later
Play later
Lists
Like
Liked
32:49
Microsoft Teams' growth as a collaboration tool has led organizations to use the platform as a base for improving customer experiences. However, the basic Teams Contact Center capabilities limit organizations in providing a high-level service experience for callers. Does this mean the only other option is a larger CCaaS vendor with many features th…
…
continue reading
