JAA'S Analyst Blog - Current Posts

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Cloud is the dominant trend these days in the contact center, so there’s a lot to talk about. As a regular contributor to UK-based Enterprise Management 360, I get involved in various projects, including podcasts. My latest was a 3-part podcast series, where I was in conversation with Vonage CMO Rishi Dave about various trends driving cloud-based contact center, as well as how IT needs to be thinking about embracing all that comes with that.

Our discussion was mainly through the lens of NewVoiceMedia, which forms the basis of Vonage’s contact center offering, but also the broader value proposition that comes from integrating this with the other two big cloud pillars, UCaaS and CPaaS.

Am catching up from being away last week, and all three episodes can be accessed from EM 360’s website now. Here’s the link to Episode 1, and you can follow the links from there for Episodes 2 and 3. We cover a lot of ground, but I think you’ll find it informative. As always, comments and sharing are welcome.