Episode #83 | Aug 3, 2022 | 19 min. Adoption of video as a collaboration tool has skyrocketed over the past 3 years. However, it hasn’t historically been heavily used in the contact center space until now. Why has that been the case, and what benefits can video offer from a customer service and sales standpoint? What are the cost benefits and training considerations for companies interested in adopting video as a communication channel? Join us as we discuss these topics with Josh Stanley, Sales Strategy Leader for Zoom Contact Center. Host: John Paullin, Senior Analyst, Director Of Engineering, AVANT AVANT Guest: Josh Stanley, Sales Strategy, Zoom Contact Center Episode #82 | Jul 20, 2022 | 32 min. In this episode, we examine the tough challenge of personalizing every interaction a customer has with an enterprise’s support contact center and how the convergence of CCaaS, UCaaS, and CPaaS enables this through the building of customized communications. We demonstrate this using vertical-specific use cases, including insurance, healthcare, and financial services. Host: John Paullin, Senior Analyst, Director Of Engineering, AVANT AVANT Guest: Sanjay Srinivasan, SVP, Solutions Engineering, Vonage Episode #80 | Jun 8, 2022 | 16 min. We’ve all heard the typical “This call may be recorded and monitored for quality assurance” message before during a phone call. However, the challenge is that less than 3% of those calls are monitored. What happens with the other 97%? And how does a company possibly know what’s really happening on their phone calls? Listen in as Observe.AI’s Jon Heaps explores AI, how it is changing the game when it comes to monitoring and improving the quality of these phone calls, and what that could mean for your customer’s business. Host: Alex Danyluk, Managing Director of AVANT Analytics AVANT Guest: Jon Heaps, Vice President of Channels, Observe.AI Copyright © 2023 AVANT Communications, Inc. CCaaS 6-12 Report | 22