Always On CX:EX

Sometimes, the part of the business that ends up driving the most growth is the part you didn't plan for. Sam Hasson and Tinkle started out selling cloud communications and Microsoft Teams telephony. Then customers kept asking the same question: Can it do contact center, too? Today, the contact center practice is the fastest-growing part of the business. ㅤ On this episode, Jon Zoltie , host of Al...

When contact centers migrate to Microsoft Teams, the technology itself is rarely the bottleneck. The real challenge comes down to human habits. ㅤ Host Jon Zoltie sits down with Richard Sewell to examine what happens immediately after a new system goes live. They discuss the stark contrast between adaptable users and those who struggle to understand that a computer and a phone are now the same dev...

One in two calls never reaches a human agent. This statistic highlights a shift from using AI strictly for routing to using it for true resolution. Jon Zoltie joins Oren Batchelor to discuss the mechanics of resolving high-volume requests—like "where is my package"—without human intervention. The conversation explains how Large Language Models (LLMs) and APIs work together to perform data queries,...

With all the excitement, confusion, and hype around AI, it's tough to cut through the noise and figure out what works and what's worth investing in. On Always On CX:EX, host Sarah Skidd , product marketing manager at Voca by AudioCodes , talks with Jon Zoltie , an AI and contact center expert, to talk about using AI at the end of the call. ㅤ They break down the practical steps: turning on call re...

Humans win, and bots assist. A return to real human connections, contact centers being designed for people first and bot second, and customers increasingly opting out of those AI loops that go round in circles. Jon Zoltie talk through top five predictions for 2026 in the contact center environment: the option to speak to a human at every step rather than buried deep within menu systems; CRMs losin...

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 enterprises finally abandon hardcoded keypad navigati...

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 powerful, low-latency audio streaming API that en...

Between supporting your contact center reps, your customers, and the tech that keeps the contact center stable, the pressure to deliver an uninterrupted customer and employee experience is higher than ever. Host Josh Chronister is joined by Tom Arbuthnot and Gidi Adlersberg for an in-depth conversation focused on Microsoft Teams contact centers, Teams Phone extensibility, the Unify integration mod...

In this episode of Always on CX:EX , host Josh Chronister talks with Keith Honaker , voice engineer and lead contact center architect at the University of Central Florida (UCF). They explore how Keith’s team manages large-scale contact centers across multiple departments, the transition to new communication technologies like Microsoft Teams, and strategies for ensuring agents and supervisors are w...

In this episode of Always On CX:EX , host Josh Chronister interviews Brent Kelly , a principal analyst at Omdia, about the growing trend of MultiCaaS in the unified communications and contact center industry. Brent shares insights on the key drivers behind MultiCaaS solutions, market dynamics, pricing, and the future trends shaping this space. Best Moments: (00:00) Introduction to MultiCaaS and it...

 In this episode of Always on CX:EX host Josh Chronister speaks with Peter Broeckx and Gidi Adlersberg about navigating the Contact Center as a Service (CCaaS) market and making informed decisions when selecting a CCaaS solution. They dive into crucial factors like uptime, implementation strategies, unified communications (UC) and CC consolidation, CRM integration approaches, AI in contact center...

In this episode of Always On CX:EX , host Josh Chronister speaks with James Arnold-Roberts , CEO of VoiceFlex, about the evolving landscape of customer experience and contact center technology. James shares insights on VoiceFlex's shift from a telecom company to a tech company, the impact of Microsoft Teams, and how AI is reshaping the future of customer interactions. Best Moments: (01:52) James'...

In this episode of Always On CX:EX , host Josh Chronister welcomes Jeff Ward , Client Director at AudioCodes, to discuss the transformative power of relationships in customer experience (CX). They explore how trust, employee engagement, and relationship-building lead to superior customer service and share actionable strategies for rebuilding trust when things go wrong. ============================...

In this episode of Always On CX:EX , host Josh Chronister interviews John Wesselman , a contact center expert from AudioCodes, about the intricacies of designing and implementing effective call flows in contact centers. They explore the essential components, common mistakes, and best practices for creating seamless customer experiences. ============================================================...

In this episode of Always On CX:EX , host Josh Chronister welcomes Melanie Azagury from AudioCodes to discuss practical uses and strategies related to AI in customer experience and contact centers. They explore the adoption of AI, its applications in Microsoft Teams meetings, and its impact on customer interactions and agent experiences. The conversation also delves into the challenges of implemen...

In this episode of Always On CX:EX, we bring back Gidi Adlersberg , Voca CIC Business Line Manager at AudioCodes, for a webinar he appeared on with Evan Kirstel , B2B TechFluencer and Industry Expert. They discuss AudioCodes' evolution, its partnership with Microsoft, and its ventures into AI and contact center solutions. ============================================================ Best Moments: (...

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 role of AI in contact centers. =================...

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: (01:11) Why Azure is crucial for modern contact cen...

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 & KPIs to track, and talk about future C...

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 AI integration with Copilot. (09:18) Insights into...

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. =========================================================== Best Moments:...

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 interactions, and the role of AI in agent expe...

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 practices for implementation. ====================...

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 questions you need to ask, and details you need to...

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 options (10 keypad buttons), so you can fit in tens o...