Cavell Cloud Conversations

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May 2026

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About the show

Cavell provides strategic advice to organisations enabling the Intelligent Workplace. We deliver independent research, actionable analysis and strategic advisory services to communications providers, technology vendors and investors who are shaping the future of business communications. 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.

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60 recent

June 15, 2026Episode 2344 min

Five9: AI in Customer Experience - How Contact Centers, Partners & Businesses Are Winning with AI

Send us Fan MailWant to see our faces? Watch on YouTube.AI is rapidly reshaping customer experience, contact centers, and the way businesses engage with customers. In this episode of Cavell Cloud Conversations, we sit down with experts from Five9 to explore how organisations are moving beyond AI pilots and towards measurable business outcomes.Featuring:- Ty Stephens, Director, Channel Sales, Five9- Steve Blood, VP for Market Intelligence & Evangelism, Five9- Finbarr Begley, Senior CX Analyst, Cavell- Patrick Watson, Director of Research, CavellFrom AI-powered customer insights and automation to trust, data quality, and the evolving role of channel partners, we discuss the opportunities and challenges facing the industry as AI adoption accelerates.Whether you're a service provider, channel partner, contact center leader, or simply interested in the future of customer experience, this conversation provides practical insights into how AI is transforming both customer and employee experiences.🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.

May 12, 2026Episode 2219 min

Voice Reimagined: How AI Is Turning Calling into a Strategic Platform

Send us Fan MailVoice has always been the most natural way for humans to communicate. As AI becomes more embedded into business technology, that natural interface is becoming increasingly important — not just for human-to-human conversations, but for the way people interact with machines, applications and automated services.In this episode of Cavell Cloud Conversations, Patrick Watson is joined by Michal Podoski, VP of Product Management at Dstny, to explore how voice is evolving beyond basic calling and becoming a strategic platform for service providers.The discussion looks at the challenges communication providers face when bringing next-generation voice services to market, including integration complexity, speed of delivery and the need to package capabilities in a way that customers can understand and buy. Patrick and Michal also discuss how voice can help service providers move from treating AI as a feature to building services that can be monetised, bundled and scaled.The episode also considers where voice is heading next, including the role of mobile, the growing convergence of AI and automation, and how providers can prepare for a future where voice becomes one of the primary interfaces between people, machines and business systems.🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.

March 11, 2026Episode 2117 min

Reviewing Cavell Summit Asia-Pacific 2026

Send us Fan MailSee our faces! Watch this episode on YouTube.In this episode of the Cloud Conversations Podcast, host Tom Wright is joined by Patrick Watson to unpack the key insights from Cavell Summit Asia‑Pacific, recently held in Sydney. Bringing together service providers, vendors and industry leaders from across the region, the Summit explored how APAC markets are evolving across UCaaS, CCaaS, AI, customer experience and partner models.Patrick shares his perspective on the overarching themes from the event, highlighting how APAC providers are thinking differently from their European and North American counterparts. The discussion looks at where AI is moving beyond hype into practical deployment, what Cavell’s latest research reveals about enterprise priorities in Australia and New Zealand, and how market dynamics differ across Southeast Asia.The episode also draws on Cavell’s ongoing APAC research, offering listeners a data‑led view of market maturity, buyer behaviour and growth opportunities across the region. Patrick explains how providers can use Cavell’s insights to shape strategy, refine go‑to‑market approaches and prioritise investment as cloud communications demand continues to evolve across Asia‑Pacific.Next up: Cavell Summit Europe on 25th March! Want to come along? Click here.🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.

February 12, 2026Episode 2013 min

Cavell Summit APAC Preview: Trends, Insights and Networking in Sydney

Send us Fan MailSee our faces! Watch this episode on YouTube.In this episode of Cavell Cloud Conversations, Patrick Watson is joined by Trent Webby to preview the upcoming Cavell Summit APAC in Sydney and explore why the region represents one of the most exciting growth opportunities in cloud communications.Book your ticket to Cavell Summit APAC here.They discuss the unique dynamics of the APAC market, from the rapid expansion of cloud and contact centre services across Southeast Asia to the role Australia and New Zealand play as strategic springboards into the wider region. The conversation highlights the importance of understanding local market trends, regulatory environments, and cultural nuances that shape business success across APAC.Patrick and Trent also share what attendees can expect from the Summit itself — including keynote sessions, expert panels, fresh research insights, and what they describe as phenomenal networking opportunities with service providers, vendors, and industry leaders.For anyone interested in the fast-evolving APAC cloud market — or considering attending the event — this episode provides essential context, insight, and a clear sense of why the region should be firmly on your radar. Tickets are still available for those looking to join the conversation in Sydney.🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.

February 2, 2026Episode 1918 min

From Meetings to Mission-Critical: How Zoom Is Redefining Telephony, AI, and CX

Send us Fan MailSee our faces! Watch this episode on YouTube.In this special episode of Cavell Cloud Conversations, Patrick Watson is joined by Rui Ferraz and Richard Massey from Zoom to unpack the company’s rapid evolution from a meetings-first platform into a full-scale communications and telephony powerhouse.The discussion explores how Zoom has expanded its voice and telephony capabilities, why voice still plays a critical role in customer experience, and how AI is being embedded across Zoom’s unified communications and contact centre portfolio. Rui and Richard also share insights into Zoom’s AI Companion, its “single pane of glass” vision, and how integrated data can unlock better outcomes for both customers and agents.The episode also dives into Zoom’s partner-led growth strategy, highlighting the importance of CSP partnerships, monetisation opportunities, and the role of knowledge sharing and training as service providers adapt to increasingly integrated technology stacks. A must-listen for anyone tracking innovation, AI, and the future of cloud communications.🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.

January 28, 2026Episode 1826 min

The Stakes Are High: How European AI Regulation Is Reshaping Customer Service

Send us Fan MailSee our faces! Watch this episode on YouTube.In this episode of Cavell Cloud Conversations, Finbarr Begley and Patrick Watson examine the rise of consumer-focused legislation across Europe and what it means for AI, automation, and customer service. With new rules emerging in markets like Italy and Spain, the conversation explores how regulators are stepping in to protect consumers from poor automated experiences while raising expectations around service quality.Finbarr and Patrick unpack the principles behind the European AI Act, alongside Italy’s strict guidelines for utility providers and Spain’s far-reaching consumer protection laws, including mandated response times and access to human support. They discuss why consumer advocacy has been particularly influential in Spain, how local presence is becoming more important, and what these regulations signal for the future of AI-driven customer service.The episode also looks at the broader implications for businesses navigating the tension between innovation and compliance, questioning whether regulation will slow automation or ultimately lead to better, more trusted customer experiences. A timely discussion for anyone operating customer service or cloud communications in Europe.Register for our free Security in Communications webinar!🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.

January 13, 2026Episode 1719 min

Data Gravity and the Convergence of UCaaS & CCaaS

Send us Fan MailSee our faces! Watch this episode on YouTube.In this episode of Cavell Cloud Conversations, Finbarr Begley and Patrick Watson explore the growing importance of data gravity and what it means for business efficiency, user experience, and the future of cloud communications. They unpack how the way data is stored, accessed, and connected increasingly determines how effectively organisations operate and serve customers.The discussion covers recent industry developments, including strategic partnerships such as CallTower and Tollring, and the rebranding of BCM1 under Pure IP, highlighting how providers are strengthening their data and insight capabilities. Finbarr and Patrick also examine why the convergence of UCaaS and CCaaS is being driven less by features and more by the need to unlock meaningful insights from communication data.The episode looks ahead to a future where AI reduces friction by minimising app switching, context-aware systems boost productivity, and businesses move beyond rigid, structured data models. With data-led communications accelerating, this conversation offers valuable insight into how integration, partnerships, and smarter use of data will shape customer experience and competitive advantage.Register for our free Security in Communications webinar!🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.

December 23, 2025Episode 1633 min

Christmas Bonanza Episode! 2025 in Review and Top Predictions for 2026

Send us Fan MailSee our faces! Watch this episode on YouTube.In this episode of Cavell Cloud Conversations, Finbarr Begley and Patrick Watson take stock of how cloud communications evolved in 2025, reflecting on last year’s predictions and exploring what’s coming next. They discuss accelerating investment in high-growth markets, the growing importance of vertical specialisation among service providers, and the increasing impact of AI on customer experience and CCaaS performance.The conversation also looks ahead to 2026, with bold predictions around the future of chatbots, the rise of asynchronous communication over traditional voice calls, and the need for a new commercial model for mobile UC. Finbarr and Patrick also examine why metrics like average handle time are losing relevance, why deeper technology integration is becoming essential, and what increased M&A activity and potential price rises could mean for the market.A must-listen for anyone tracking the future direction of UCaaS, CCaaS and cloud communications more broadly.🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.

December 9, 2025Episode 1517 min

Telephony Evolution, Voice in CX & Smarter Enablement - Cavell Enable 2025 Post-Event Round-Up

Send us Fan MailSee our faces! Watch this episode on YouTube.In this episode of Cavell Cloud Conversations, Finbarr Begley and Patrick Watson break down the biggest insights from Cavell Enable which is Cavell's unique event that dives deep into how telephony is evolving inside Microsoft Teams, Zoom, and Cisco.They unpack why high-quality voice still matters for customer experience, even as collaboration platforms dominate the enterprise stack. The discussion covers fresh Cavell data, including the nearly 5 million users now active across telephony marketplaces, and why 73% of businesses say telephony still justifies its cost.Finbarr and Patrick explore what’s holding adoption back from the shrinking need for external calling to the operational gaps in service provider support and shows where the real market opportunities still lie. They also discuss how better integration, smarter enablement, and richer usage data can finally unlock the next phase of telephony value.If you work in collaboration, CX, or the broader communications ecosystem, this episode gives a clear, pragmatic view of where telephony is heading and why it still matters.🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.

November 19, 2025Episode 1420 min

Collaboration or Surveillance? The New Reality of Communication Platforms

Send us Fan MailSee our faces! Watch this episode on YouTube.In this episode of the Cavell Cloud Conversations, we explore how modern communication platforms have evolved into powerful hubs for both collaboration and workforce management. As these tools increasingly include employee monitoring features, new questions arise about trust, transparency, and the impact on team dynamics.We unpack how businesses are adopting these technologies, why high usage is crucial, and what happens when productivity tracking becomes part of everyday work. From activity management profiles to the growing expectation of being “visible” online, we dive into the opportunities and tensions shaping the future of workplace communication.Key topics:• The evolution of communication platforms• How monitoring influences team trust and productivity• The balance between management needs and employee comfort• Transparency and employee perspectives• Challenges of integrating workforce management toolsFeatured sound bites:• "We've paid for it, we need adoption to be high."• "Do you think that is a tension that exists?"• "Measuring and monitoring you can create tension."If you're interested in the intersection of technology adoption, work culture, and the future of digital collaboration, this episode is a must-listen.🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.