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
Dialpad: How Agentic AI Will Transform Customer Support and Channel Partnerships
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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 shifts from buzzword to essential tool.
Discover how Dialpad is leading the charge with a fully integrated platform that combines UCaaS, contact center tech, and real-time AI decision-making. Jim and Ross unpack why the "agentic era" isn't just about smarter bots—it's about AI that acts, decides, and enhances human performance. You'll learn why the shift to AI-driven workflows can increase margins, streamline operations, and elevate client satisfaction—all without replacing humans but empowering them.
We break down:
- How the evolution from legacy PBX to cloud platforms is driven by customer demand for seamless, AI-powered experiences
- The difference between standalone AI solutions and fully embedded platforms, and why integration is critical for success
- Practical steps for channel partners to start small, build expertise, and monetize AI capabilities effectively
- Why the "agentic" AI isn't a threat but a new standard—creating ongoing service opportunities and deeper client relationships
Failing to embrace agentic AI now could leave your business vulnerable as competitors lead the charge. The opportunities to transform client conversations, optimize workflows, and build a future-proofed service line are within reach—if you act today. This episode is essential listening if you’re ready to harness AI's full potential and stay ahead in a rapidly evolving industry.
Plus, Jim and Ross share how Dialpad’s new reseller program empowers partners to develop and monetize AI-driven solutions, turning innovation into profit. Whether you're an established partner or just starting out, the time to get on board with agentic AI is now—don't let this train leave the station without you.
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