Cavell Cloud Conversations

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 shif...

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,...

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...

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,...

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 A...

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,...

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 consum...

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 org...

Send us Fan Mail See 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 p...

Send us Fan Mail See 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 a...

Send us Fan Mail See 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 ho...

Send us Fan Mail See our faces! Watch this episode on YouTube . In this special episode of Cavell Cloud Conversations, hosts Patrick Watson and Finbarr Begley dive into what’s ahead for Cavell Enable in London on December 2025 - a leading industry event focused on telephony enablement and the evolving cloud communications landscape. They explore: - The evolution of Cavell Enable: From its early da...

Send us Fan Mail See our faces! Watch this episode on YouTube . In this episode, Patrick Watson and Finbarr Begley look back at the Cavell Summit North America. They talk about how AI is changing the cloud communications space and how customer experience (CX) is becoming a top priority for service providers. They also share where listeners can find full write-ups and updates from the event. Key Ta...

Send us Fan Mail In a podcast twist, Patrick steps into the host’s seat and puts Finbarr on the spot with a quiz on cloud penetration rates across global communications markets. With Cavell’s deep expertise in market data and insights, Patrick leverages Cavell's data to test Finbarr’s grasp of how mature different countries are in adopting cloud-based communications and UCaaS solutions. The e...

Send us Fan Mail In this episode, Finbarr and Patrick dive into the evolving world of voice AI, emotional profiling, and hyper-personalized customer journeys. They debate whether real-time emotional analytics in customer service is a breakthrough for better experiences or a step too far into surveillance, exploring recent research, regulatory changes, and the ethical dilemmas of AI-driven personal...

Send us Fan Mail Join Patrick and Finbarr as they tackle a great question of modern work communications. In an environment where collaboration platforms blaze ahead without the need for a phone number, is the phone number itself obsolete? 🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.

Send us Fan Mail Join Finbarr Begley, Senior Analyst at Cavell, and Patrick Watson, Director of Research, as they dive into the latest trends and insights from Cavell's CCaaS Market Evolution Report. Discover how AI and automation are reshaping the contact center landscape, the impact on agent numbers, and the emerging markets poised for growth. This engaging discussion covers practical use c...

Send us Fan Mail Finbarr and Patrick discuss some of the global, political and economic turmoil and how that impacts communication markets globally. Many of these key trends are covered in Cavell's latest Cloud Comms Market reports, which have just been released. One example in these challenging markets is differentiation. Differentiating by product is becoming increasingly difficult, but man...

Send us Fan Mail In this episode, Patrick is joined by Lee Hamilton, Head of Product Marketing at Dstny, to talk about voice communication. As personal and business communication preferences evolve, new channels across messaging and social media take the increasing spotlight, but is voice still relevant? Patrick and Lee discuss the importance of voice for businesses and communication service provi...

Send us Fan Mail In this episode, Senior Analyst, Finbarr sits down with Dag Peak, Chief Products and Technology Officer at Alianza, to explore the transformative potential of AI in the telecommunications industry. Dag shares his vision for leveraging AI beyond mere network efficiencies, emphasising the importance of delivering enhanced communication services. The discussion delves into practical...

Send us Fan Mail 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 platfo...

Send us Fan Mail Join Finbarr, Senior Analyst at Cavell, as he sits down with Jamie Stan, Managing Director of EMEA at 8x8, for an insightful discussion on the latest trends in cloud communications and customer experience (CX). In this episode, Jamie shares the story behind 8x8's recent rebrand and how it signifies a broader cultural and technological transformation within the company. They d...

Send us Fan Mail In this episode, Trent (Head of Asia-Pacific), and Patrick (Director of Research) look ahead to Cavell's inaugural APAC summit which is taking place at the end of February. The event will explore opportunities locally in the APAC market as well as international opportunities for local providers looking to expand their services on a global basis. During the podcast Trent takes...

Send us Fan Mail Join Cavell Analysts, Finbarr and Patrick as they talk through their top predictions for the year in the UC and CX spaces. Unlike every other prediction list you've seen so far, they don't just talk about AI, in fact that only properly creeps in for the third prediction. What are the first two? Come find out. 🔗 Follow us on LinkedIn for all the latest updates on Cavell...

Send us Fan Mail Patrick is joined by the team from PingCo to preview their participation at Cavell Enable which takes place in London on 3rd of December. The podcast explores key challenges that operators are facing when they join programs, such as Operator Connect. Patrick and the PingCo team discuss how operators can maximise commercials, leverage true customer journey automation, and explore c...