Cloudlinx: The CX Experience

Cloudlinx: The CX Experience

By Wass, Kevin and Mike
On our show we discuss contact center services (CCaaS) and the companies, technologies, processes and people that impact the customer's experience with your contact center agents and your brand.
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Episode 1: The CX Experience: EDIFY

Cloudlinx: The CX Experience

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Episode 12 Cloudlinx: The CX Experience: Noble Systems
This is the complete conversation with Brett Brosseau and Wass where they discuss the capabilities of Noble System to drive productivity, recruiting, agent empowerment and overall client satisfaction by implementing gamification properly and carefully.  This was a fantastic conversation where a lot of ground was covered and a ton of good ideas were shared for customer experience.
52:36
May 21, 2020
Episode 11: Cloudlinx: The CX Experience: Journeyfront
Here is the complete conversation with Daniel Ash from Journeyfront. Daniel is the CEO and Co-Founder of Journeyfront which is an extremely dynamic and powerful hiring software that has flipped the hiring values on its ear. They do not focus on efficient and timely hiring (thought they do that as well), they focus on hiring accuracy as it drives your firm's goals with the right people for the job. It is an interesting shift in your focus but the software they are suing is powerful and effective for every manager.
47:07
May 14, 2020
Episode 4: The CX Experience: Aircall
In this conversation Wass and Cary Bush discuss the ways in which Aircall has successfully carved out a beautiful niche for themselves in the CCaaS space.  They have focused on the technology and are making it seamless to integrate with, easy to deploy and completely fault-tolerant with a global feel.  This has allowed them to grow with a stable and reliable platform and partner with best-of-breed suppliers in certain areas like CRM and QA and WFM to compliment their capabilities well.
36:11
May 7, 2020
Episode 10: The CX Experience: Vonage & Thea Rasmussen
This podcast episode brings Thea Rasmussen, Vonage Solution Engineer, to the show to discuss their CCaaS strategy and some interesting case studies. The episode seamlessly transitions between interesting case studies for AI, call deflection & the interesting benefits that come Vonage being a UCaaS and SD-WAN provider.  It is impressive to hear what can be done when the services are applied properly with the other acquisitions that Vonage has integrated into the offering for clients.  Thea was a great guest and one that we definitely have to have back on the show.
1:00:06
May 1, 2020
Episode 9: The CX Experience: Community Workforce Management
In this episode Wass speaks with the COO of CommunityWFM, a popular workforce Mmanagement platform, about their platform and its capabilities to improve agent adherence, schedule, productivity and even their roadmap for new product development.  CommunityWFM is developing shrinkage modules, coaching and development modules and has even built in mobile applications that your agents will love.
48:25
April 26, 2020
Episode 1: The CX Experience: EDIFY
This is our inaugural episode of THE CX EXPERIENCE with Cloudlinx.  WE WILL GET BETTER! HAHA.  In this episode we are lucky enough to have Cameron Weeks join us.  Cameron is the Co-FOuder and CEO of Edify.  They are a CCaaS provider in our space who has gotten through the evaluation phases to become  partner of Cloudlinx.  In this episode Cameron gives us a guided tour of their business plan, technology stack, product roadmap and overall feature functionality of the Edify platform.  It is a fun conversation that took place at the height of the pandemic's beginning craziness.
30:20
April 23, 2020
Episode 8: The CX Experience: Serenova
Here we have a great conversation with John Lynch, Former CEO and current SVP of Sales (CCaaS) for Serenova.  He gives us amazing insights into the platform, new technologies and acquisitions, strategies for implementing video conferencing into your contact center his take on what we are calling "the worlds largest case study for WAH agents and their efficacy."  We hope you enjoy the listen.
51:16
April 23, 2020
Episode 6: The CX Experience: Ringcentral
This is part 1 of an eventual 2 part conversation and we discuss how Ringcentral, as a leading UCaaS provider, has chosen to partner with and build upon the InContact platform for CCaaS services.  Frank has a conversation with Max Ball (Director of Product Marketing) who has some unique insights into the platform's capabilities and their strategy for empowering agents and driving up the NPS score for every industry vertical.
47:50
April 15, 2020
Episode 5: The CX Experience: Nice InContact
In this episode of THe CX Experience Frank has a conversation with Rusty Jensen from Nice InContact.  Rusty is the VP of Revenue Generation at Nice InContact and he discusses the various technologies like artificial intelligence, virtual assistants, gamification and natural language processing that will make your CCaaS experience extremely powerful and will give your agents much more capability to interact with clients.
49:05
April 15, 2020
Episode 4: The CX Experience: Talkdesk
Here we have a rather in-depth conversation that goes from technical to practical with the team of Jeff Kessler (Channel Executive) and Jason Lowe (Sr. Solution Architect) from Talkdesk.  This conversation is very cool in that we discuss their AWS micro-services architecture and the capabilities it offers a contact center for security, compliance, scale etc.  We also dive into their APP store and the integration capabilities that are available to you.
51:17
April 15, 2020
Episode 2: The CX Experience: Five9
This is a conversation between the Cloudlinx team and Michael Rose (Director of Brand) and Michael Baillargeon / Mikey B. (Channel Executive) from Five9.  Here we discuss the various strategies, technologies and processes they are using to enhance and empower the experience your customers will have using their technology. This is one of our first podcasts done during the coronavirus pandemic so we are all remote and we are dealing with some audio issues at time but are very excited to air this for your listening pleasure.
30:04
April 15, 2020