Best Ccaa Podcasts (2025)

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19. The Growth of MultiCaaS: Brent Kelly on the Trend of UC and CCaaS Integrations 34:51

20h ago34:51

34:51

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 M…

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Episode 41: On site at the CCAA Women's Basketball Nationals 55:38

1d ago55:38

55:38

Brad Janes and Bill Gibson go onsite at the CCAA women's basketball nationals being held at the Currie Center to run down local sports results and preview the tournament. Have a listen, check out ccaa.ca for tourney infomation and come to Currie Center to catch the action.By Bill Gibson

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18. Clarity in the CCaaS Jungle: 5 Steps to an Informed CCaaS Buying Decision 51:18

16d ago51:18

51:18

In this episode of Always on CXCX, 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, …

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28: User Adoption 33:49

17d ago33:49

33:49

Send us a text In this episode, Tom and Alex return refreshed and ready to dive into everything Amazon Connect. They provide a detailed update on the latest features and improvements in Amazon Connect from the past two months, including real-time dashboards, Lex bot integration, agent performance evaluations for email contacts, and outbound dialer …

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17. From Telecom to TechCo: How Voiceflex is Shaping the Future of CX 39:58

30d ago39:58

39:58

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 cust…

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Episode 40: A whip around local happenings in the sporting world 1:15:53

30d ago1:15:53

1:15:53

Brad Janes joins Bill Gibson in the downtown Marysville studio to recap local sports. High school and university winter sports are winding down regular seasons and into playoffs and Fredericton area teams are in the thick of things. Get a quick recap and preview of hockey, basketball and volleyball including our take on possible playoff scenarios.…

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16. The Key to Building Strong Customer Relationships 22:08

1M ago22:08

22:08

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 wh…

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27: Automation 31:42

2M ago31:42

31:42

Send us a text Join Tom and Alex in this episode as they delve into the world of automation in contact centers, focusing on Amazon Connect. They discuss the importance and benefits of automation both within and outside the scope of AI. From traditional IVR systems and chatbots to newer advancements in agent productivity, self-service, workflow auto…

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15. 5 Steps to Creating & Testing Custom Customer Service Call Flows 28:29

2M ago28:29

28:29

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. =============…

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Episode 39: Kicking off 2025 with Benjamin De Jonge of Fredericton Red Wings 1:09:28

2M ago1:09:28

1:09:28

Brad Janes and Bill Gibson gather in the downtown Marysville studio and conference in Fredericton Red Wings forward Ben De Jonge. Ben talks about his approach to staying positive, the nervousness of the upcoming MHL trade deadline and shares how a neighbor's fist fight changed his hockey trajectory. In the get to know the guest segment, Ben shares …

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Ep: 8 - “The Ensh!ttification of Everything: Why Customer Service Still Sucks” 53:38

2M ago53:38

53:38

In this episode of Your Call is Very Important to Us, hosts Tom Brannen and Vic Cooper tackle the concept of “enshittification,” a term popularized by author Cory Doctorow to describe the gradual decline in quality of products and services as companies prioritize profits over user experience. From the challenges of modern customer service to frustr…

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26: Transformational Change 31:01

2M ago31:01

31:01

Send us a text Join us as we kick off the new year with a special episode of ACP featuring two expert guests from Cloud Interact. Eliza Taylor, Change Director, and Nick Seagrave, CTO, share their insights on the future of contact centers in 2025. The discussion dives into key themes such as change management, technological advancements, and the ev…

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25: Screen Recording 27:54

3M ago27:54

27:54

Send us a text Join us as we explore the screen recording feature of Amazon Connect in this deep dive episode. Hosts Tom and Alex discuss its origins, functionalities, and implications for call centers, including agent monitoring, compliance, and training. Learn about enabling the feature, its technical requirements, and potential use cases. Dive i…

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Ep: 7 - Revolutionizing Public Service: How AI is Transforming the Citizen Experience 48:04

3M ago48:04

48:04

In this episode, hosts Tom Brannen and Vic Cooper are joined by Joe Forte from NICE, who leads the public sector division. They delve into the intricacies of customer experience (CX) within the public sector, exploring why customer service often falls short compared to the private sector. Joe shares insights from his extensive travels and interacti…

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24: AWS re:Invent 2024 45:51

3M ago45:51

45:51

Send us a text Join Tom and Alex as they delve into the latest announcements from AWS re:Invent 2024, focusing on Amazon Connect. This episode covers various new features, including collection of sensitive customer data, generative AI-powered self-service, WhatsApp business messaging integration, AI guardrails, external voice transfers, and Salesfo…

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Episode 38: FHS AAA boys and Fredericton Fusion basketball coach Mike King 1:21:06

3M ago1:21:06

1:21:06

FHS AAA boys basketball coach Mike King joins Bill Gibson, Brad Janes and Bill Hunt to talk high school and minor basketball. Mike looks forward to the Moncton Hoops Classic Tourney this weekend and the Rick Cotter Classic next weekend. Find out what level of basketball coach King finds most coachable. Coach King also gives insight on on the Late S…

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23: Live in London from the Independent User Group for Amazon Connect 28:52

4M ago28:52

28:52

Send us a text Join hosts Tom Morgan and Alex Baker for a special live episode of the Amazon Connect Podcast, recorded at the second independent user group meeting for Amazon Connect in London. This episode features detailed discussions on Amazon Connect technologies, user experiences, and innovations from industry leaders. Highlights include insig…

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Episode 37: Local sports of all sorts in an active November 1:08:56

4M ago1:08:56

1:08:56

Brad Janes once again joins Bill Gibson (and Willy the Wonder Cat) in the downtown Marysville studio to catch up on Fredericton and area sports. Tips of the cap to STU for hosting men's soccer Nationals and for Miramichi (Chatham) on being named 2026 Senior Men's Baseball Nationals host. Brad and Bill discuss one of the greatest players in UNB Reds…

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22: Emite 32:01

4M ago32:01

32:01

Send us a text Join hosts Alex and Tom as they dive into the future of customer experience (CX) with Jonathan from Emite. Discover Emite's innovative platform that integrates data from various sources like Amazon Connect and CRM systems into a unified solution, providing self-service reporting, dashboards, and KPI tracking. Learn how AI and IoT are…

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Episode 36: Coach JR Morrison from 2024 ACAA Champion (and CCAA Nationals Host) STU Tommies Men's Soccer. 57:18

4M ago57:18

57:18

Bill and Brad take the podcast mobile for a visit with ACAA Coach of the Year and STU Tommies Men's Soccer Head Coach JR Morrison. After winning ACAAs last weekend STU is hosting CCAA Nationals on the Grant-Harvey turf November 6th to 9th. Coach suggests it's time to give Grant-Harvey turf a name from the local soccer community and that we've been …

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21: Mastering Amazon Connect Billing 29:55

5M ago29:55

29:55

Send us a text Join hosts Tom Morgan and Alex Baker on ACP, the Amazon Connect Podcast, for an in-depth exploration of Amazon Connect billing. This episode covers the differences between consumption-based and subscription-based billing models, delving into their respective advantages and challenges. Gain valuable insights into managing AWS billing,…

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14. Practical AI Strategies for Microsoft Teams 47:14

5M ago47:14

47:14

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 convers…

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Episode 35: Local Sports of all Sorts for October 23, 2024 1:12:58

5M ago1:12:58

1:12:58

Brad Janes once again joins Bill Gibson to discuss the happenings in local sports. Bill and Brad talk through the intersection of sports and society in relation to a tragedy in the Tannery, Brad attends a D1 football game in the US. Bill recaps the Ken Gould and the pair catch up on upcoming events for local teams including the UNB Reds hosting the…

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20: Simon Leyland, CEO CloudInteract 35:07

5M ago35:07

35:07

Send us a text In this episode of ACP, hosts Tom and Alex welcome Simon Leyland, the CEO and co-founder of CloudInteract. They discuss Simon's career journey from the telecommunications and IT sectors to establishing CloudInteract, focusing on revolutionizing customer experience. The conversation covers the transition from traditional telephony to …

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13. Pioneering Unified Communications: AudioCodes' AI Innovations 20:47

5M ago20:47

20:47

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. ============================…

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Episode 34: A local recap and burn out in youth sports 1:13:27

5M ago1:13:27

1:13:27

Brad and Bill run down the local sporting scene with discussion on results and upcoming events in Fredericton area basketball, hockey and soccer action. Discussion moves to a recent CBC article on burnout in youth sports.By Bill Gibson

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Ep: 6 - The Future of AI in CX: Letting AI Drive 50:04

5M ago50:04

50:04

Kicking off a new season of the podcast, we take a quick look back before tackling the question of how AI is changing the landscape of CX. We also discuss how AI is revolutionizing not just customer service but also the way we think about, procure, and implement AI. And Tom greatly oversimplifies the deployment of AI, though he has a good point. Th…

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Episode 33: Feeling a Little Fallish 1:02:00

5M ago1:02:00

1:02:00

Brad Janes joins Bill Gibson in the downtown Marysville studio for a catch up and look ahead to Fredericton area sports. After wrapping up baseball season the crew looks forward to hockey home openers for STU women and UNB men, talks basketball from the Milner, The TBL and local universities and touches on soccer. Hear discussion on the need for of…

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19: Omningage and Rocket CCaaS 37:00

6M ago37:00

37:00

Send us a text In this episode of ACP, hosts Tom and Alex are joined by special guest Ajmal Mahmood, Customer Experience Director at Omningage. Ajmal shares his extensive background in the contact center industry, discusses the building of Omningage's Amazon Connect-based product Rocket CCaaS, and highlights the innovative features and benefits of …

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12. Successfully Integrating Microsoft Teams and Contact Center 21:22

6M ago21:22

21:22

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…

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18: Learning & Development 29:01

6M ago29:01

29:01

Send us a text Join us in the studio as we dive into the realm of Amazon Connect's learning and development. Discussing the dynamic nature of Amazon Connect, we explore how to stay updated with its continuous feature changes. Discover the new AWS Skill Builder learning plans tailored for Amazon Connect, including a deep dive into the Amazon Connect…

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11. Everything You Need to Know About an Azure-Native Teams Contact Center Integration 32:12

6M ago32:12

32:12

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…

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17: Performance monitoring and experience management with Operata 27:43

6M ago27:43

27:43

Send us a text In this episode of ACP, hosts Tom and Alex delve into the world of contact center optimization with John Mitchem, co-founder and CTO of Operata. John shares insights on his two-decade career in contact centers, leading to the establishment of Operata. The discussion covers the evolution from traditional contact center monitoring to m…

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10. Integrating CX Capabilities Beyond the Contact Center: Sales Team 39:44

7M ago39:44

39:44

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…

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Episode 32: A Late Scratches Summer Recap 1:33:59

7M ago1:33:59

1:33:59

Co-host Brad Janes once again joins Bill Gibson in the downtown Marysville studio to recap a busy summer season including the third annual Archie celebrity golf tournament, BNB Summerfest, international floorball, The TBL, a mystery surrounding a floor, Senior and intermediate baseball as well as a look forward to fall sports and the start of multi…

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16: re:Invent is Coming 31:25

7M ago31:25

31:25

Send us a text Join Tom and Alex in the studio as they dive into the latest updates and innovations in Amazon Connect, preview AWS re:Invent 2024, and explore the importance of planning for this massive event. Discover what's new with Amazon Connect, including free-text search functions, enhanced generative AI summaries, and new dashboards. Learn a…

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15: Quality Monitoring 29:47

7M ago29:47

29:47

Send us a text Deep Dive into Quality Monitoring with Amazon Connect. Join Alex and Tom as they delve into the latest updates in quality monitoring for contact centers. Discussing Amazon Connect's new metrics, APIs, and advanced quality management tools, they explore the tech that can transform the evaluation process, ensuring better customer inter…

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9. A Practical View of What’s Trending with Microsoft, Contact Center, & AI 20:52

8M ago20:52

20:52

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 A…

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14: Nopaque 30:18

8M ago30:18

30:18

Send us a text In this episode of ACP, we are joined by Phil Smith and Steve Mew from Nopaque. They dive deep into their journey through cloud computing, the inception of Nopaque, and how they're tackling challenges in telecommunication testing with innovative tools. They discuss the significance of IVR mapping, integration of AI, and the future of…

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Episode 31: BNB Exec Director Tyler Slipp returns to talk Summerfest 1:12:50

8M ago1:12:50

1:12:50

Late Scratches returns from a summer break as BNB Executive Director Tyler Slipp joins Brad Janes and Bill Gibson in the downtown Marysville studio. The trio discuss the upcoming 80 team BNB Summerfest tournament being hosted in Fredericton July 19 to 21, BNB programs in general and the expectations for BNB summer teams. Upcoming sporting events fr…

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8. How to Design User Experience with ALL Users in Mind 27:42

8M ago27:42

27:42

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. ========================…

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13: AI in Amazon Connect 28:50

8M ago28:50

28:50

Send us a text In this episode of ACP, Tom and Alex dive deep into the exciting world of AI in Amazon Connect. They discuss how AI is transforming the contact center landscape by empowering agents, enhancing customer self-service, and providing supervisors with crucial insights. Key areas of focus include AI-driven agent assist with Amazon Q, compr…

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12: The Independent User Group for Amazon Connect Inaugural Meetup 34:54

9M ago34:54

34:54

Send us a text In this episode of the ACP podcast, we broadcast from the inaugural meetup of the Independent User Group for Amazon Connect, held at the London Stadium in the UK. We kick off setting the scene and highlighting the excitement surrounding the event. Throughout the episode, we managed to track down and talk to some of the key figures at…

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7. Unveiling the Architecture and Design of Modern Contact Centers on Microsoft Teams 38:04

9M ago38:04

38:04

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 int…

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11: After Deployment with Corey Miller, AWS 31:44

9M ago31:44

31:44

Send us a text In this episode of ACP, we were joined by Corey Miller, a Senior Engagement Manager at Amazon Web Services. Corey brings a unique perspective to the table with his extensive background, which includes a 28-year tenure in the United States Air Force as a military police officer and his subsequent transition into the technology sector,…

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6. Inside Look: How You Can Deliver Better CX with Microsoft Teams 32:30

9M ago32:30

32:30

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 p…

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Episode 30: Rufus Nel from Abony Family Tennis Center 1:05:27

9M ago1:05:27

1:05:27

Brad Janes makes his triumphant return to the downtown Marysville studio to join Bill Gibson and guest Rufus Nel from Abony Tennis Center in Fredericton. Find out all about Abony, the growth of tennis and the explosion of pickleball in the region. New facilities are on the radar. And in the Get to Know You segment, find out what Rufus always has to…

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10: Arie Hazekamp, Amazon Connect 28:35

10M ago28:35

28:35

Send us a text This week we are joined by special guest Arie Hazekamp, a Senior Partner Solutions Architect from AWS, all the way from sunny Barcelona. Arie shares his journey into the world of AWS and Amazon Connect, highlighting the transformative impact cloud technology has had on customer experience solutions. The episode delves into the essent…

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Episode 29: Fredericton Royals Import Pitcher Nathan Van Putten 1:00:09

10M ago1:00:09

1:00:09

Bill Gibson is joined by pinch hitter Bill Hunt as episode co-host. Guest import pitcher Nathan Van Putten joins the Late Scratches crew to chat about his journey through baseball, how he came to be a member of the Royals, the outlook on the season and the team. The co-hosts review the recent happenings across the local sporting scene - including a…

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5. 5 Crucial Factors of a Microsoft Teams CCaaS You Need to Know 23:46

10M ago23:46

23:46

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 q…

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