Shows
Cavell Cloud ConversationsThe Stakes Are High: How European AI Regulation Is Reshaping Customer ServiceSend us a textSee our faces! Watch this episode on YouTube.In this episode of Cavell Cloud Conversations, Finbarr Begley and Patrick Watson examine the rise of consumer-focused legislation across Europe and what it means for AI, automation, and customer service. With new rules emerging in markets like Italy and Spain, the conversation explores how regulators are stepping in to protect consumers from poor automated experiences while raising expectations around service quality.Finbarr and Patrick unpack the principles behind the European AI Act, alongside Italy’s strict guidelines for utility providers and Sp...
2026-01-2826 minCavell Cloud ConversationsData Gravity and the Convergence of UCaaS & CCaaSSend us a textSee our faces! Watch this episode on YouTube.In this episode of Cavell Cloud Conversations, Finbarr Begley and Patrick Watson explore the growing importance of data gravity and what it means for business efficiency, user experience, and the future of cloud communications. They unpack how the way data is stored, accessed, and connected increasingly determines how effectively organisations operate and serve customers.The discussion covers recent industry developments, including strategic partnerships such as CallTower and Tollring, and the rebranding of BCM1 under Pure IP, highlighting how providers are strengthening...
2026-01-1319 minCavell Cloud ConversationsChristmas Bonanza Episode! 2025 in Review and Top Predictions for 2026Send us a textSee our faces! Watch this episode on YouTube.In this episode of Cavell Cloud Conversations, Finbarr Begley and Patrick Watson take stock of how cloud communications evolved in 2025, reflecting on last year’s predictions and exploring what’s coming next. They discuss accelerating investment in high-growth markets, the growing importance of vertical specialisation among service providers, and the increasing impact of AI on customer experience and CCaaS performance.The conversation also looks ahead to 2026, with bold predictions around the future of chatbots, the rise of asynchronous communication over traditional voic...
2025-12-2333 minCavell Cloud ConversationsTelephony Evolution, Voice in CX & Smarter Enablement - Cavell Enable 2025 Post-Event Round-UpSend us a textSee our faces! Watch this episode on YouTube.In this episode of Cavell Cloud Conversations, Finbarr Begley and Patrick Watson break down the biggest insights from Cavell Enable which is Cavell's unique event that dives deep into how telephony is evolving inside Microsoft Teams, Zoom, and Cisco.They unpack why high-quality voice still matters for customer experience, even as collaboration platforms dominate the enterprise stack. The discussion covers fresh Cavell data, including the nearly 5 million users now active across telephony marketplaces, and why 73% of businesses say telephony still justifies...
2025-12-0917 minCavell Cloud ConversationsCavell Enable 2025 Preview - Join Us In LondonSend us a textSee our faces! Watch this episode on YouTube.In this special episode of Cavell Cloud Conversations, hosts Patrick Watson and Finbarr Begley dive into what’s ahead for Cavell Enable in London on December 2025 - a leading industry event focused on telephony enablement and the evolving cloud communications landscape.They explore:- The evolution of Cavell Enable: From its early days to becoming a cornerstone for service providers and vendors.- Telephony enablement trends: Why it’s more critical than ever in today’s hybrid work enviro...
2025-11-0515 min
CX TodayThe Latest on Salesforce & ServiceNow's $1.5BN Genesys Investment, NiCE-Cognigy, Five9's DeparturesCX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space.Five prominent CX analysts join the panel to dissect each story. In this conversation, those analysts include:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirShelly Kramer, President & CEO at Kramer & CompanyMichael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchFinbarr Begley, Senior Research Analyst at Cavell During the discussion, they touch upon the following four news stories:💸 Genesys Announces $1.5BN in In...
2025-10-2932 minCX TodayBig CX News - The Latest on the New Amazon Connect, Zendesk's New Contact Center PlatformCX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by four prominent CX analysts to dissect each story. In this edition, our CX experts include:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirShelly Kramer, President & CEO at Kramer & CompanyFinbarr Begley, Senior Research Analyst at Cavell
2025-10-2330 minCavell Cloud ConversationsCavell Summit NA – What You Need to KnowSend us a textSee our faces! Watch this episode on YouTube.In this episode, Patrick Watson and Finbarr Begley look back at the Cavell Summit North America. They talk about how AI is changing the cloud communications space and how customer experience (CX) is becoming a top priority for service providers. They also share where listeners can find full write-ups and updates from the event.Key Takeaways:AI is driving big changes in how providers build and deliver services.CX is now central to business strategy, not just a...
2025-10-2216 minCX TodayThe Latest on Salesforce & ServiceNow's $1.5BN Genesys Investment, NiCE-Cognigy, Five9's DeparturesWatch on YouTube.CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space.Five prominent CX analysts join the panel to dissect each story.In this conversation, those analysts include:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirShelly Kramer, President & CEO at Kramer & CompanyMichael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchFinbarr Begley, Senior Research Analyst at CavellDuring the discussion, they touch upon the following four news stories:Genesys Announces $1.5BN in Investment from Salesforce and...
2025-08-0732 minCX TodayBig CX News - The Latest on Agentforce 3, New AI Studios from NiCE & GenesysCX Today's Charlie Mitchell introduces the latest trending news from across the customer experience space.He's joined by four prominent CX analysts to unpack each story.In this edition, those CX experts include:Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, President & CEO at Kramer & Company Finbarr Begley, Senior Research Analyst at Cavell During the conversation, they share insight into the three following news stories:Salesforce Launches Agentforce 3Less...
2025-07-1551 minCavell Cloud ConversationsThe Future of Contact Centres: AI, Automation, and Emerging MarketsSend us a textJoin Finbarr Begley, Senior Analyst at Cavell, and Patrick Watson, Director of Research, as they dive into the latest trends and insights from Cavell's CCaaS Market Evolution Report. Discover how AI and automation are reshaping the contact center landscape, the impact on agent numbers, and the emerging markets poised for growth. This engaging discussion covers practical use cases, global market sizing, and the balance between automation and human touch in customer service. Don't miss this opportunity to stay ahead in the evolving world of customer experience!🔗 Follow us on LinkedIn for all...
2025-06-1025 minCX TodayBig CX News - The Latest on the New Amazon Connect, Zendesk's New Contact Center PlatformWatch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by four prominent CX analysts to dissect each story.In this edition, our CX experts include:Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, President & CEO at Kramer & Company Finbarr Begley, Senior Research Analyst at Cavell During the conversation, they share more insight into each of the three following news stories:AWS Launches the...
2025-04-0330 minCX TodayThe Latest on Avaya Trimming Its Customer Base & Google's Bot That Calls Customer Service for YouCX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by five prominent CX analysts to dissect each story.In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research Shelly Kramer, President & CEO at Kramer & Company Nicolas de Kouchkovsky, Principal Analyst at CaCube Consulting Derek Top, Senior Analyst at Opus Research Finbarr Begley, Senior Research Analyst at Cavell Group During the conversation, they share more insight into each of the three following news storie...
2025-02-2537 minCX TodayBig CX News - The Latest on ServiceNow's Hiring Push, Verint's Acquisition Spree, & MicrosoftWatch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by six prominent CX analysts to dissect each story.In this edition, our CX experts include:Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Simon Harrison, Founder & CEO of Actionary Finbarr Begley, Senior Research Analyst at Cavell Group...
2025-01-3040 minCX TodayBig CX News - The Latest on Microsoft's AI Agents, Afiniti's Bankruptcy, & Sprinklr's New CEOWatch on YouTube.CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by five prominent CX analysts to dissect the latest news in the space, including stories from Microsoft, Afiniti, and Sprinklr.In this edition, our CX experts include:Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Derek Top, Senior Analyst at Opus Research Finbarr Begley, Senior Research Anal...
2024-12-0445 minCavell Cloud ConversationsDstny comes to AmericaSend us a textJoin Cavell's Finbarr Begley and Lee Hamilton from Dstny as they talk about what is new at the company. They discuss the recent Cavell North America Summit, Dstny's increased focus on the American market, and what operating in Europe has taught them that will prepare them for their US expansion. 🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.
2024-10-2417 minCX TodayBig CX News - The Latest on the Google-HubSpot Fallout, Patagonia's Call Center AI Lawsuit, & MoreCX Today's Charlie Mitchell presents the latest trending news from the customer experience world.He's joined by five prominent CX analysts to dissect the latest news in the space, including stories from Google, Salesforce, and Five9.In this edition, our CX experts include:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirFinbarr Begley, Senior Research Analyst at Cavell GroupSimon Harrison, Founder & CEO of ActionaryMartin Schneider, Head of Research at Annuitas Research
2024-07-2448 minCavell Cloud ConversationsCavell Summit North America: A Preview of What's to ComeSend us a textJoin hosts Finbarr Goode Begley - Senior Research Analyst, and Patrick Watson - Head of Research as they discuss the delights of the upcoming Cavell Summit North America. Get a chance to learn about the latest trends and hot topics in the industry. Discover why attending this event in New York with Cavell is a must for you! Learn more here: https://www.cavell.com/events/ccs-us/🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.
2023-09-2017 minCavell Cloud ConversationsUnderstanding the Role of AI in the Future of CommsSend us a textJoin Cavell Analysts Patrick Watson - Head of Research and Finbarr Goode Begley - Senior Research Analyst as they discuss the implications of AI in communications, including the role of virtual agents in the future of contact centres.🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.
2023-08-3025 minCavell Cloud ConversationsCavell Update on Recent Zoom and RingCentral NewsSend us a textThe last few weeks have seen exciting announcements in the Cloud Comms space, a large Zoom event with lots of news and new CEO at RingCentral. Join regular hosts Finbarr Goode Begley - Senior Research Analyst, and Patrick Watson - Head of Research as they sit down for a chat with Dominic Black, Director of Research Services at Cavell to discuss this news.🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.
2023-08-1622 minCavell Cloud ConversationsCavell Invest Summit: A Preview of What's to ComeSend us a textAre you interested in the M&A telecom industry? The latest podcast episode gives us a sneak peek into what we can expect from the upcoming Cavell Invest Summit. Our host, Finbarr Goode Begley - Senior Research Analyst is joined by Matthew Townend - Executive Director at Cavell Group highlighting the speakers, panel discussions, and networking opportunities that will be featuring on the afternoon of June 28th.They emphasise the importance of attending industry events like the Cavell Invest Summit for building relationships and staying up...
2023-05-0221 minCavell Cloud ConversationsGen-Z in the Workplace: Bridging the Communication DivideSend us a textLooking to bridge the communication gap between generations in the workplace?In our latest episode Finbarr Goode Begley - Senior Research Analyst is joined by Caitlin Quinn, Cavell's Junior (Gen-Z) Consultant. Discover the findings of their research on intergenerational communication, including the burning question of whether or not Gen-Z enjoys video calls. If you're struggling to connect with younger employees, this episode offers insights and solutions to bridge the communication gap. Understand how to improve communication and foster a more collaborative and productive work environment. Li...
2023-04-2523 minCavell Cloud ConversationsExploring the AI Buzz at Enterprise ConnectSend us a textIn this latest Cavell Cloud Conversations Podcast join Finbarr Goode Begley - Senior Research Analyst and Patrick Watson - Head of Research as they discuss Patrick's excursion to the huge Enterprise Connect show in America and all the talk of AI that happened at that event. As usual the conversation broadens out quickly from what happens at the show into the implications of those topics to the whole industry and our lives.🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other service
2023-04-1728 minCavell Cloud Conversations2023: Predictions & PossibilitiesSend us a textIn this episode of our podcast, our Cavell Group team Patrick Watson - Head of Research and Finbarr Goode Begley - Senior Research Analyst take a look at some predictions for 2023 and how they will affect the world of digital communication and networking.Listen today as they dive into whether people will begin using the upcoming digital avatars in Microsoft Teams and how the current economic climate will potentially impact cloud communications and networking. Tune in to hear all about Cavell's predictions for 2023 and stay tu...
2023-01-2432 minCavell Cloud ConversationsCloud Comms Summit US: Highlights & Key TakeawaysSend us a textWe hope you enjoyed the Cloud Comms Summit US last week in Chicago! It was great being back in the USA and bringing both new and old friends together! In this week's episode our Cavell Group team, Matthew Townend, Patrick Watson and Finbarr Goode Begley, take a deep dive into the highlights and key takeaways from Cloud Comms Summit US!Would love to hear what you enjoyed and what you took away from the event. Please take a few minutes to fill out this survey to gain a...
2022-10-2630 minCavell Cloud ConversationsOne Way Voice - When is having a conversation not the answer?Send us a textThe Cavell analysts Finbarr and Patrick debate about the one-way voice proposition (voice notes and audio clips) and whether it's better than actually having a telephone conversation from a business perspective.Topics: - What's the best way of communicating as a company with your employees?- Is it more effective to communicate with voice notes and audio clips?- What are the pros and cons? Video on YouTube: https://youtu.be/cb9GGPkI0i0Connect with Finbarr on LinkedIn: https://www.linkedin.com/in/finbarr-goode-begley-61631941/
2022-09-2727 minCavell Cloud ConversationsVoice vs. VideoSend us a textThe Cavell analysts Finbarr and Patrick debate the future of voice vs. video in a collaboration setting. With the change in how conversations are had in office environments and the move away from desk phones and voice calls into video and the metaverse, not everyone is happy with the changes. Is the pandemic growth of video all hype? Are we likely to revert to the voice calls? Video on YouTube: https://youtu.be/-L69fym2v7g Connect with Finbarr on LinkedIn: https://www.linkedin.com/in/finbarr-goode-begley-61631941/ Connect wit...
2022-07-2124 minCavell Cloud ConversationsXR and M&A in TelecomsSend us a textThe Cavell analysts Finbarr and Patrick talk through the emerging technology of extended reality (XR) and its up-and-coming relevance to the cloud comms industry. With key leaders and players in this space already acquiring and putting resources into developing solutions, service providers and vendors alike need to keep up to date with advancements to prepare for the not-so-distant future.Video Podcast on YouTube: https://youtu.be/LkV77yjMX2E Connect with Finbarr on LinkedIn: https://www.linkedin.com/in/finbarr-goode-begley-61631941/ Connect with Patrick on LinkedIn: https://www.linkedin.com/i...
2022-06-2219 minCavell Cloud ConversationsDiscussing the importance of analytics within Microsoft Teams with TollringSend us a textTony Martino, CEO of Tollring and Senior Research Analyst Finbarr Begley from Cavell discuss the importance of analytics with Microsoft Teams. Tollring showcases its portfolio of analytics products in Microsoft Azure and Teams. Alongside voice, the analytics features which record user tool use, how their time is spent across internal chats, meetings, external meetings and breaks are highlighted as one of the key features given enterprise demands. 🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.
2021-06-3018 minCavell Cloud ConversationsAiming to Adapt Faster with ZoomSend us a textCavell Senior Research Analyst, Finbarr Begley chats with Magnus Falk, CIO Advisor at Zoom about video-first strategy, culture and leadership changes in companies as we move to a hybrid workplace and the importance of being able to react quickly to new needs. Thank you to Zoom for being Gold Sponsors of our upcoming cloud comms summit. Register now: https://hopin.com/events/ccs-europe-2021🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.
2021-03-1122 minCavell Cloud ConversationsThe Future of Hybrid Workspaces with CiscoSend us a textCavell Senior Research Analyst, Finbarr Begley chats with Jeff Boslem, Regional Director - Head of SP & Partner Collaboration, Cisco EMEAR about the safe return to work, hybrid workspaces and removing friction between those collaborating from home and the office. Thank you to Cisco for being Gold Sponsors of our upcoming cloud comms summit. Register now: https://hopin.com/events/ccs-europe-2021🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.
2021-03-1121 minCavell Cloud ConversationsMaximising User Experience with MetaswitchSend us a textCavell Senior Research Analyst, Finbarr Begley chats with Chris Carabello, Senior Director of Product Marketing at Metaswitch about maximising user experience, the hybrid model of returning to offices and integrating with Microsoft. Thank you to Metaswitch for being Gold Sponsors of our upcoming cloud comms summit. Register now: https://hopin.com/events/ccs-europe-2021🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.
2021-03-1016 minCavell Cloud ConversationsExploring Enterprise Needs with 2600HzSend us a textCavell Senior Research Analyst, Finbarr Begley chats with Patrick Sullivan, Co-Founder of 2600Hz about the changing enterprise needs that service providers need to consider in the coming year. Thank you to 2600Hz for being Gold Sponsors of our upcoming cloud comms summit. Register now: https://hopin.com/events/ccs-europe-2021🔗 Follow us on LinkedIn for all the latest updates on Cavell events, research and other services.
2021-03-0917 min
UC TodayImpact of Covid on Business NetworksUC Today's Rob Scott hosts Finbarr Begley, Senior Research Analyst at Cavell Group.
2020-06-0918 minUC TodayWhat is SD-WAN and how can it help UC Providers?In this podcast, Finbarr Begley, Senior Research Analyst at Cavell Group provides an introduction to SD-WAN technology and how it can help Unified Communications service providers differentiate their offerings.You can connect with Finbarr and the rest of the team at Cavell's annual Cloud Comms Summit or on LinkedIn and Twitter or by visiting: https://www.cloudcommssummit.com/https://www.linkedin.com/in/finbarr-goode-begley-61631941/ https://twitter.com/finbarrbegley Hosted by Rob Scott, Publisher at UC Today News - Unified Communications, Collaboration & CX Tech NewsWATCH more like this at h...
2020-01-0516 min