Cavell Cloud Conversations

Hosted by Cavell

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Latest episode

Aug 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

August 12, 202636 min

Zoom: From Conversations to Completion - How AI Is Reshaping Customer Experience

Send us Fan Mail Customer experience is changing. The focus is moving beyond simply having conversations with customers towards actually completing the task or resolving the issue. In this episode of Cavell Cloud Conversations, Finbarr is joined by Chris Morrissey from Zoom to explore how AI is transforming contact centers, from virtual agents and workflow automation to agentic AI, orchestration and decision intelligence. The conversation looks at why businesses need to move beyond AI hype and focus on measurable outcomes. Chris explains how AI can complete workflows during customer interactions, connect systems behind the scenes and help organisations deliver faster, more effective resolutions. The discussion also explores how businesses should approach AI adoption. Rather than trying to transform everything at once, starting with focused use cases can help organisations demonstrate value, build internal confidence and create a foundation for wider adoption. Key Takeaways AI can do more than have a conversation. The next stage of customer experience is about AI actually completing tasks and resolving customer needs during the interaction. Start small, prove the value and build from there. Successful AI adoption does not necessarily require a massive transformation programme. Focused use cases can demonstrate results and create confidence for further investment. Integration is becoming critical. AI can only deliver on its promise when it can access the systems, data and workflows needed to complete a customer's request. The technology stack is converging. The traditional boundaries between contact center, communications, automation and AI platforms are becoming increasingly blurred. The goal should be better outcomes, not simply lower costs. AI can create efficiencies, but the opportunity is to reinvest those savings into better customer experiences and continued innovation. 🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.

July 23, 2026Episode 2542 min

MaxContact: Can AI Fix the Contact Center Trust Gap? The Future of CX & Regulation

Send us Fan Mail Want to see our faces? Watch on YouTube. Trust has become one of the biggest challenges facing contact centers. From spam calls and AI-generated interactions to evolving regulation and changing customer expectations, organisations are having to rethink how they deliver customer experience. In this episode of Cavell Cloud Conversations , Finbarr Begley is joined by Ben Booth, CEO at MaxContact and Barry Tuffs, Chief Strategy Officer at ChorusCX to discuss how AI is reshaping customer service, why trust matters more than ever, and what businesses need to do to balance innovation with transparency and compliance. The conversation explores consumer attitudes towards AI, the role of regulation, the importance of measuring customer outcomes, and why successful AI adoption is about improving processes rather than simply deploying new technology. Whether you're a contact center leader, CX professional, technology provider or channel partner, this episode offers practical insights into the future of AI-powered customer experience. 🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.

July 9, 2026Episode 2431 min

Dialpad: How Agentic AI Will Transform Customer Support and Channel Partnerships

Send us Fan Mail Unlock the future of business communications with the AI revolution that's transforming every contact center. In this episode, Jim McGarry and Ross Jack reveal how agentic AI—the next frontier in automation—is reshaping customer service and partner opportunities alike. If you're in the channel or running a contact center, missing this wave means falling behind as AI shifts from buzzword to essential tool. Discover how Dialpad is leading the charge with a fully integrated platform that combines UCaaS, contact center tech, and real-time AI decision-making. Jim and Ross unpack why the "agentic era" isn't just about smarter bots—it's about AI that acts, decides, and enhances human performance. You'll learn why the shift to AI-driven workflows can increase margins, streamline operations, and elevate client satisfaction—all without replacing humans but empowering them. We break down: - How the evolution from legacy PBX to cloud platforms is driven by customer demand for seamless, AI-powered experiences - The difference between standalone AI solutions and fully embedded platforms, and why integration is critical for success - Practical steps for channel partners to start small, build expertise, and monetize AI capabilities effectively - Why the "agentic" AI isn't a threat but a new standard—creating ongoing service opportunities and deeper client relationships Failing to embrace agentic AI now could leave your business vulnerable as competitors lead the charge. The opportunities to transform client conversations, optimize workflows, and build a future-proofed service line are within reach—if you act today. This episode is essential listening if you’re ready to harness AI's full potential and stay ahead in a rapidly evolving industry. Plus, Jim and Ross share how Dialpad’s new reseller program empowers partners to develop and monetize AI-driven solutions, turning innovation into profit. Whether you're an established partner or just starting out, the time to get on board with agentic AI is now—don't let this train leave the station without you. 🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.

June 15, 2026Episode 2344 min

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

Send us Fan Mail Want 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, Cavell From 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 Mail Voice 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 Mail See 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 Mail See 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 Mail See 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 Mail See 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 Mail See 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.