Cavell Cloud Conversations
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.
Cavell Cloud Conversations
From Meetings to Mission-Critical: How Zoom Is Redefining Telephony, AI, and CX
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.
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