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 ...
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12. Successfully Integrating Microsoft Teams and Contact Center
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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…
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11. Everything You Need to Know About an Azure-Native Teams Contact Center Integration
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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…
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10. Integrating CX Capabilities Beyond the Contact Center: Sales Team
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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…
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9. A Practical View of What’s Trending with Microsoft, Contact Center, & AI
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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…
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8. How to Design User Experience with ALL Users in Mind
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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. ========================…
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7. Unveiling the Architecture and Design of Modern Contact Centers on Microsoft Teams
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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…
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6. Inside Look: How You Can Deliver Better CX with Microsoft Teams
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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…
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5. 5 Crucial Factors of a Microsoft Teams CCaaS You Need to Know
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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…
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4. How to Build an IVR Your Customers Won’t Hate
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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…
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3. Why Consolidate Your UC & Contact Center
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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…
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2. Why Voice is Still the Leading Support Channel
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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…
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1. Where Teams Voice Ends and Contact Center Begins
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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…
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