Best Ccaa Podcasts (2025)

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Scaling Microsoft Copilot Adoption 22,000 Diverse Users at Centrica 34:49

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2d ago34:49

34:49

Bill Compton, Head of Digital Adoption at Centrica, shares how he's driven Microsoft Copilot adoption across a diverse 22,000-person organisation—from field engineers to call centre agents to knowledge workers. Building a strong digital champions network through gamification and peer-led change Leveraging the included Copilot Chat to build AI liter…

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Microsoft Teams Monthly Update - December 2025 14:35

6d ago14:35

14:35

MVP Tom Arbuthnot shares all the latest Microsoft Teams and Copilot news and announcements in less than 15 minutes for December 2025. Many thanks to AudioCodes for their continued support. PowerPoint Deck Anthropic models on by default in Microsoft 365 Copilot GPT-5.2 in Microsoft 365 Copilot Microsoft Copilot Roadmap Agentic AI Foundation Microsof…

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Dear Santa: Here is the AI Contact Center Tools We Actually Want! 31:24

8d ago31:24

31:24

Send us a text This episode is my AI Christmas wish list for CCaaS. Not toys. Not buzzwords. The real AI tools contact centers should already have but don’t. Everyone is focused on making AI talk to customers. That’s missing the point. AI in CX isn’t supposed to just talk. It’s supposed to run the contact center. I break down the biggest opportunit…

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Copilot and Agent Adoption in the Big Four Professional Services Firms 32:25

9d ago32:25

32:25

Mo Khalifa, AI Workforce Specialist at Microsoft, discusses enterprise AI adoption, agent workflows, and Microsoft Copilot strategies with the Big Four professional services firms. • Personal productivity with Copilot: morning briefings, email summaries, and building the habit of AI-first workflows • Creating custom agents with Copilot Studio to ma…

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From PBX to Microsoft Teams and Voca Contact Centre at the Chartered Institute of Housing 28:29

14d ago28:29

28:29

Richard Sewell, IT Manager, at the Chartered Institute of Housing discusses the organisation's decade-long telephony transformation, from traditional PBX through hosted VoIP to Microsoft Teams with Voca contact centre. • The journey from restrictive on-premises PBX systems to flexible cloud-based solutions • Challenges of hot-desking with legacy sy…

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Working from Sea: Virgin Voyages Transforms Remote Work 21:18

16d ago21:18

21:18

Nirmal Saverimuttu, CEO, at Virgin Voyages, and Michael Levy, CEO, at Numonix, discuss how Virgin Voyages is pioneering the work from sea movement with unlimited Wi-Fi and innovative remote work packages. Virgin Voyages' unique approach to crises —boutique hotel experience, no kids, free Wi-Fi, and no nickel-and-diming How Richard Branson's vision …

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31: AWS re:Invent 2025 32:11

21d ago32:11

32:11

Send us a text Amazon Connect Feature Updates: re:Invent Highlights In this special episode of ACP during re:Invent Week, Tom and Alex dive into the latest announcements and features for Amazon Connect. From AI-powered automation to new agent tools, this episode covers some of the 29 new updates including native testing capabilities, email automati…

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What Cisco Rooms bring to Microsoft Teams Rooms 33:05

23d ago33:05

33:05

Tom Richards, Senior Director, Strategy and Planning at Cisco, discusses the evolution of the Cisco and Microsoft partnership and how Cisco Microsoft Teams Rooms brings enterprise-grade management, AI capabilities, and multi-platform flexibility to Microsoft Teams Rooms. • How Cisco and Microsoft moved from competition to collaboration, delivering …

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Telcos Moving Into AI With Microsoft Teams and Copilot With Rick Garcia 27:07

1M ago27:07

27:07

Rick Garcia, EVP Product & Marketing at Momentum, discusses moving from simple workflows to AI‑assisted experiences in the Microsoft stack, from SMS agents to contextual insights across Teams data. Find out how ideas proven in tools can translate into Outlook, Power Automate and Copilot, and what's next as Microsoft brings advanced AI capabilities …

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Microsoft Teams and AI Powered Workplace, Perspective From Ignite 2025 22:13

1M ago22:13

22:13

Ilya Bukshteyn, Corporate Vice President for Microsoft Teams Calling Devices and Premium experiences, and Irena Andonova, who leads the Teams devices product team, discuss the latest in Microsoft Teams and AI Powered Workplace from Microsoft Ignite 2025. “Secure, Simple, Smart” - URL protection, domain impersonation detection, and simplified thread…

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From “Press One, Press Two” to "How Can I Help?" | Ep. 23 25:48

1M ago25:48

25:48

If your contact center is still feeling like it’s stuck in 2019, this new series of Always On CX:EX is specifically for you. Host Jon Zoltie walks through the move from traditional DTMF “press one for sales, press two for support” IVR to IVA and conversational AI with Levent Gunsuren. ㅤ They decode IVR, IVA, and conversational AI, explore why enter…

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Unifying UCaaS and CCaaS: Teams Phone Extensibility, Unify and Dynamics 365 Contact Center 31:00

1M ago31:00

31:00

Listen to Sean Gilmour, Principal Product Manager Lead for Advance Calling - Microsoft Teams, and Pratichi Dash, Product Manager - Dynamics 365 Contact Center Voice and Conversational AI , explain Teams Phone Extensibility (TPE), Unify and how they enable a single, unified phone system across UCaaS and CCaaS. • What TPE is, how it works with Azure …

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Microsoft 365 Copilot Chat, New Features, Business Value and How to Drive Adoption 28:03

1M ago28:03

28:03

Gareth Bleasdale, Senior GTM Manager: Modern Work and AI at Microsoft, explains what Copilot Chat is, how it differs from consumer AI, and practical steps to adopt it safely across your organisation. What’s included in the free Copilot Chat with Entra accounts Security and governance: enterprise protections, encrypted web queries, audit and e‑disco…

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Microsoft Teams Monthly Update - November 2025 14:46

2M ago14:46

14:46

MVP Tom Arbuthnot shares all the latest Microsoft Teams and Copilot news and announcements in less than 15 minutes for November 2025. Many thanks to Landis for their continued support. PowerPoint Deck Microsoft-OpenAI Partnership Changes Microsoft Earnings Numbers (FY26 Q1) Teams Mode for Microsoft 365 Copilot Teams Channel Agents Teams Chat with A…

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Making Microsoft Teams Great on Mac, iPad and iPhone with Microsoft Engineering 41:26

2M ago41:26

41:26

Hari Krishna Reddy Juturu, Partner Group Engineering Manager, and Avinash Prasad, Partner Director of Engineering, both at Microsoft, talk through the importance of the Apple Platforms, user experience and new features. How the team “sim‑ships” features across platforms while embracing earned, Mac‑native integrations like Menu Bar Extras, AirPods s…

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Episode 30: Mobile Connect 28:41

2M ago28:41

28:41

Send us a text In this episode, Tom and Alex sit down with Ruben Opdenakker, Head of Product at Ideal Systems, to explore the mobile evolution of Amazon Connect — and how it's transforming the way organisations engage with customers. Traditionally known as a powerful cloud contact centre solution, Amazon Connect is now breaking free from the desk w…

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The Importance of Standardisation: Rolling out Microsoft Teams Rooms to 450 Rooms Globally 31:36

2M ago31:36

31:36

Andrew Liptrot, Service Owner for AV and Workplace Technology at Haleon, shares how a global estate is moving from traditional video rooms to Microsoft Teams Rooms with clear standards, fewer components, and stronger operations. Four room archetypes to match business outcomes: Meet, Create, Engage, and Influence Consolidation on a lean set of compo…

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The Future of Meeting Rooms — with Tormod Ree, Chief Product and Engineering Officer at Neat 25:16

2M ago25:16

25:16

In this episode, Tormod Ree, Chief Product and Engineering Officer at Neat, shares his view on where meeting room technology is heading and how Neat plans to differentiate while staying simple and reliable for customers. AI across the experience: device-side media understanding, and platform features will move meetings from basic framing to experie…

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How Partners can Accelerate Copilot Success - Wesley Budd, Partner Solutions Architect at Microsoft 26:02

2M ago26:02

26:02

Wesley Budd, Partner Solutions Architect at Microsoft, explains how partners are driving real-world impact with Microsoft 365 Copilot. The role of partners in readiness, security, adoption and change Why agentathons are gaining traction and what they mean for Copilot Studio How partners are using AI Builder and Copilot Studio to build tailored solu…

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Microsoft Teams Monthly Update - October 2025 15:15

3M ago15:15

15:15

Microsoft Teams Monthly Update - October 2025 Copilot Chat (free) in Office Apps Unified Copilot Chat in Teams Agent Mode in Excel and Word Teams Channel Agents Anthropic Claude Models Come to Copilot Office Agent (Anthropic) Bring Consumer Copilot to Work? New Teams Features Teams Devices News Events Thanks to Neat, this month's benefactor, for yo…

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How IQVIA scaled 650 Microsoft Teams Rooms with Global Standards & Smart Operations 23:12

3M ago23:12

23:12

Andre Razzuri, Associate Director at IQVIA, explains how IQVIA rolled out Microsoft Teams Rooms to 650 rooms globally, creating standards and managing a global environment. Why IQVIA standardised on Lenovo Windows 11 MTRs for cost, supportability, remote management and user experience Deploying 200 rooms per year with a small core team through stri…

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Inside Expivia Digital and the State of Contact Center Technology 13:29

3M ago13:29

13:29

Send us a text Join us for an inside look at Expivia Digital and the current state of contact center technology. We share our 30-year journey from running contact centers to consulting on CCaaS platform selection, AI quality assurance, and NICE CXone implementations. As members of NICE's Executive Advisory Board, we discuss the biggest trends shapi…

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Microsoft Teams Rooms - How to Choose Beyond the Specs 43:55

3M ago43:55

43:55

Simon Dudley, independent consultant and with extensive former experience at Polycom, Lifesize, and Logitech, examines how customers, OEMs and resellers can navigate the increasingly commoditised video conferencing market. Simon and Tom discuss: • Why most video bars are “good enough” and what that means for differentiation • How ESG, financial tra…

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AI in Teams Devices: What’s New and What’s Next? Irena Andonova, Head of Product for Teams Devices 22:25

3M ago22:25

22:25

Irena Andonova, Head of Product for Teams Devices at Microsoft, discusses the evolution of Teams Rooms, Phones and Devices AI is transforming physical meeting spaces—supporting speaker attribution, voice isolation, and real-time summarisation, even in unscheduled in-person meetings. Voice and face enrolment enables accurate transcript attribution a…

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Microsoft Teams Monthly Update - September 12:54

3M ago12:54

12:54

Microsoft Teams Monthly Update - September 2025 Malicious URL Protection for Teams Improved Organization Chart in Profile Card Control External Access by Domain for Specific Users and Groups 5 Unify Certified Contact Centers New Teams Desk Phone Transfer UI Touch Console Support for MTRoW Boards Browser Support for MTRoW Boards Sales, Service, and …

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Telco Infrastructure Evolution - Automation, AI and Containerisation Explained 27:11

3M ago27:11

27:11

Matt Hurst, Senior Director of Strategic Business Architecture at Ribbon, joins Tom Arbuthnot to discuss the significant changes occurring in telco infrastructure with AI, analytics, and automation. Matt clearly explains how Automation, Containerisation and AI work and apply in telco and also large enterprise infrastructure. The telecommunications …

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Episode 44 Take 2 - The Pod Returns! 1:11:02

4M ago1:11:02

1:11:02

After finally overcoming the technical issues that side tracked Take 1 of Episode 44 in mid-May, Co-host Brad Janes joins Bill Gibson in the downtown Marysville studio to catch up the summer season and overview of what's coming in the fall. Updates on baseball, basketball, entertainment and community events including the upcoming Penniac Powerfest.…

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Scaling M365 Copilot Adoption Across 20,000 Users 25:14

4M ago25:14

25:14

Tom Arbuthnot discusses Microsoft 365 Copilot adoption with Karoliina Kettukari, Head of Modern Work at OP Financial Group in Finland. OP Financial Group has licensed approximately half their workforce for M365 Copilot, with strong support from senior management and eager employee adoption. The organisation also utilises Copilot Chat for an additio…

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AV, AI and Meeting Equity - Multi-Camera, Multi-Agent, Multi-AI with Bo Pintea 34:24

4M ago34:24

34:24

Bo Pintea from Huddly talks about the evolution of multi-camera setups and their role in creating more immersive and equitable meeting experiences. Bo shares insights from his Microsoft journey and current role at Huddly, covering: Why IP-based AV and edge AI are critical for scalable multi-camera deployments The science behind camera angles, spati…

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The Future of Converged Communications – Leon Wright, Global Lead at Microsoft 29:50

4M ago29:50

29:50

Leon Wright, Global Lead for Converged Communications at Microsoft, discusses how AI is transforming Teams Phone, telco partnerships and customer engagement. How AI is driving renewed interest in Teams Phone and enabling new productivity use cases The evolving roles of SIs and telcos in delivering scale and strategic value Why partners integrating …

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Microsoft Teams Desk Phones - AI Features and Roadmap 25:45

4M ago25:45

25:45

Prashi Badkur, Senior Product Manager Lead for Teams phone devices at Microsoft, talks about the evolving role of physical desk phones. Despite predictions that physical phones would disappear, there remains a strong demand for Teams phone devices across various industries, including healthcare, finance, and emergency services. Specific roles value…

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Keep Call Centers In America Act- The Truth 15:22

4M ago15:22

15:22

Send us a text In this episode, we dig into the Keep Call Centers in America Act and uncover the truth behind the headlines. On the surface, it sounds like a patriotic move to keep jobs here in the U.S., but when you look closer, the story gets more complicated. We break down what the bill actually says, how it could affect American contact centers…

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Inside the Microsoft Teams Technology Adoption Program (TAP) - Building in Quality 37:12

4M ago37:12

37:12

Alexander Ivanov, Senior Product Manager, Microsoft Teams explains how the Technology Adoption Programme (TAP) helps shape Microsoft Teams Android devices and drive quality. How TAP enables customers to test features early and influence product development The role of customer feedback in shaping Teams device experiences Why TAP is more than a prev…

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Microsoft Teams Update - August 2025 14:12

4M ago14:12

14:12

Microsoft Teams Monthly Update - August 2025 Microsoft Q4 2025 Earnings In-Car Teams Video Calls Trigger workflows using emoji reactions On-Behalf-Of Outbound Teams Phone Calls Change First Unify Certified Contact Center No more Paid Teams Metered APIs GPT-5 is here in M365 Copilot and more Summarise Email with Copilot Chat Improved M365 Copilot in…

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Microsoft Teams: From Slack Rival to AI for Work – Jim Gaynor, Directions on Microsoft 32:07

5M ago32:07

32:07

Jim Gaynor, Editorial Vice President at Directions on Microsoft, reflects on the evolution of Microsoft Teams and its shifting role in Microsoft’s strategy. How Teams evolved from a Slack competitor to a central productivity platform The impact of the pandemic on Teams adoption and scale Why Teams Premium is becoming the home for advanced features …

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Understanding AI Assisted Tech and the European Accessibility Act 26:59

5M ago26:59

26:59

Neil Milliken, Global Head of Accessibility at Atos, looks at how accessibility is evolving in the enterprise—driven by AI, inclusive design, and upcoming regulation. Neil shares insights from over two decades in assistive technology and accessibility, including how mainstream tools like Microsoft 365 are increasingly embedding features that benefi…

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Scaling Partner Management of Teams Phone in SMB and Midmarket 25:30

5M ago25:30

25:30

Mark Herbert (https://www.linkedin.com/in/herbertmark/), co-founder of Call2Teams (at Qunifi, acquired by Dstny) and now launching Haptap Call Manager, explores how partners are enabling Microsoft Teams Phone for SMB and mid-market. Mark shares industry insights from his Teams journey and working with UCaaS vendors and partners to bridge SIP trunks…

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AI, AV, and the Evolving Role of the Integrator 24:11

5M ago24:11

24:11

Dave Hatz, VP of Machine Intelligence at CTI, a major AV integrator and events company, shares his journey from AV programming into AI leadership. How AI is reshaping the AV integrator’s role, from hardware-centric deployments to software-driven, experience-focused solutions The shift from complex, bespoke AV setups to scalable, software-upgradable…

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Managing Microsoft Teams at Enterprise Scale 23:41

5M ago23:41

23:41

Callum Moore is an Enterprise Product Manager for Microsoft Teams at a global organisation supporting nearly 400,000 users. Drawing on his experience across professional services, healthcare, retail, and banking, Callum shares practical insights into managing Teams at scale. • Client Health and Admin Tools: New Teams Admin Center dashboards are ava…

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Microsoft Teams Update - July 2025 15:18

6M ago15:18

15:18

Microsoft Teams Monthly Update - July 2025 Microsoft FY26 Skype for Business Server Subscription Edition GA Summarise transferred calls in Teams with Copilot Teams client health dashboard Teams client Silent Test Calls Teams Rooms Pro Portal Al Researcher and Analyst Agents GA Real-time voice is coming in M365 Copilot Events Thanks to Pure IP, this…

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Microsoft's AI Shift and Fastest Ever Changes with Mary Jo Foley 29:36

6M ago29:36

29:36

Mary Jo Foley, celebrated tech journalist and current Editor in Chief at Directions on Microsoft, joins the podcast to delve into the rise of AI and Copilot at Microsoft and the ever-increasing pace of change. Mary Jo's journey from tech journalism to leading content strategy at Directions on Microsoft Insights into how enterprise organizations are…

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Operators Driving Customer Success - Colt and AudioCodes Live Platform strategic partnership 28:03

6M ago28:03

28:03

David Renfree, Manager of UC Sales Specialists at Colt Technology Services, and Jason Wyatt, EMEA Marketing Director at AudioCodes, discuss evolving operator services and how Colt is innovating in enterprise connectivity through their partnership with AudioCodes. Strategic Partnership: Colt utilizes AudioCodes Live Platform to enhance enterprise vo…

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Transforming Meeting Spaces with AI: The year ahead, Mehryn Corrigan, WW Channel Sales Teams Rooms 23:28

6M ago23:28

23:28

Mehryn Corrigan, Microsoft Global Channel Sales lead, Microsoft Teams Rooms, discusses the evolution of Teams Rooms and AI and the future of meeting spaces. AV and IT Convergence: Exploring the integration of AV and IT in meeting room setups and how partners are evolving their roles AI in Meeting Rooms: Enhancements such as speaker recognition, AI …

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Inside NiCE: Strategy, AI, and the Future of CX- Special Episode from NiCE Interactions 15:01

6M ago15:01

15:01

Send us a text This episode sounds as good as it gets — huge thanks to Christopher Irwin-Dudek, VP of Marketing Communications at NICE, for joining me. We dive into a wide-ranging conversation covering: The new leadership vision at NICE and what it means for the future Whether NICE sees itself as a CCaaS platform, an AI powerhouse, or both The evol…

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Dan Root explains Barco's ClickShare Microsoft Teams strategy and why they chose MDEP 33:29

6M ago33:29

33:29

Dan Root of ClickShare by Barco offers insights into their new Microsoft Teams Rooms solutions and use of Microsoft Devices Ecosystem Platform ClickShare's new Android-based modular compute systems supporting Microsoft Teams Rooms and BYOD experiences How ClickShare integrates with existing ecosystems, providing flexibility and compatibility for di…

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Video Rooms market perspective and latest news from Jabra with VP of Product, Olly Henderson 29:19

6M ago29:19

29:19

Olly Henderson, VP of Product at Jabra, discusses the evolution of meeting room technology and what Jabra is focused on based on customer feedback and insights. Launch of Panacast 40 VBS: A new Android bar for enhancing small huddle rooms with affordable, high-quality AV solutions. Role of Edge AI: Utilising edge AI for optimal performance and less…

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Microsoft Teams Update - June 2025 15:02

6M ago15:02

15:02

Microsoft Teams Monthly Update - June 2025 Microsoft 365 Leadership Changes New Microsoft Teams 'Thread" Layout for Channels Teams Phone extensibility - Public Preview Remote collection of diagnostic logs from users' Teams clients Operator Connect Updates Immediate SBA Upgrade Required Microsoft Retiring Semi-Annual Enterprise Channel Teams Devices…

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22. The Brain Behind the Call: Call Automation, Teams Phone, and Intelligent Voice Agents with Sean Keegan (Microsoft) 25:30

7M ago25:30

25:30

When your contact center is responsible for supporting reps, customers, and the technology that holds it all together, stability is essential. In this conversation, host Josh Chronister welcomes Sean Keegan from Microsoft to talk all things Azure Communication Services: from integrating communication methods like voice, video, chat, and SMS, to the…

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Microsoft Teams Recording and Transcription Uncovered, Ritika Gupta, Microsoft Group Product Manager 34:19

7M ago34:19

34:19

Ritika Gupta, Microsoft Group Product Manager, delves into the power of AI in Microsoft Teams, focusing on recording, transcription, and intelligent recap. Ritika highlights the shift of recording and transcription from convenience to essential for AI capabilities like intelligent recap and Copilot. Overcome language barriers with Interpreter Agent…

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29: Proactive Engagement 29:07

7M ago29:07

29:07

Send us a text Join Tom and Alex in this episode of ACP as they discuss the latest in outbound campaigns and proactive engagement with Anjan Mukherjee, Head of Product for Amazon Connect. Discover the evolution of consumer communication preferences, the importance of personalized engagement, and how AI-driven solutions are transforming business out…