Cavell Cloud Conversations
Cavell is a leading research and consulting firm specialising in the telecommunications industry with a particular focus on business communications technologies including UCaaS, collaboration, contact centre and customer engagement software, business messaging, and Microsoft Teams. Cavell provides insights, analysis, and advisory services to help their clients navigate and succeed in these rapidly evolving sectors.
Cavell Cloud Conversations will bring you bitesize podcasts with some of the world's leading technology brands and most interesting speakers. Learn about the latest innovations, trends and emerging technology across areas such as IoT, networking, communications, and collaboration. Each episode is hosted by a member of the Cavell Analyst Team who will be joined by a special guest from the technology industry to discuss a particular trend or topic.
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 technologies are shaping the future of customer service and what it means for businesses today.
