In this episode of The Inflow Experience Podcast, host Austin Culp sits down with Nikola Mrksic, CEO and co-founder of Poly AI. They dive into the future of AI in customer service, exploring how Poly AI’s innovative voice assistants are transforming the industry by enhancing customer experiences and reducing frustration with traditional IVR systems. Nikola shares insights on the evolution of AI, the limitations of current technologies, and how Poly AI is leading the charge in developing sophisti...
Aug 12, 2024•26 min
In this episode of the Inflow Experience Podcast, join host Austin Culp as he discusses the dynamic world of AI and automation within contact centers and customer experience with special guests Ken Workun, VP of AI Application and Software Services, and Robert Litalien, Director of IVA Development, both from the InflowCX team. Discover the latest trends and innovations shaping the contact center landscape as Ken and Robert share their wealth of experience and insights. From the evolution of AI t...
May 15, 2024•28 min
In this episode of the Inflow Experience Podcast, we’re joined by Dan Frasco, VP of Solutions Engineering, Security & Infrastructure at Amplix. Join us as we discuss safeguarding your contact center against evolving threats and explore vital strategies for contact center security and compliance. With a focus on practical insights, Austin and Dan discuss the importance of understanding compliance requirements, implementing effective policies, and empowering employees as the frontline of defen...
Apr 09, 2024•22 min
Welcome to The Inflow Experience Podcast with your host, Austin Culp, Director of Sales at InflowCX. In this segment of Monday Morning Quarterback, we dissect recent customer experiences to uncover ways organizations can enhance their customer service. Join us in this episode as we dive into a frustrating credit card experience shared by Cameron Halstead, Enterprise AE at InflowCX. Discover valuable insights on optimizing customer interactions, the importance of AI-powered virtual assistants, an...
Nov 06, 2023•10 min
In this episode of The Inflow Experience Podcast, join us as we dig into a real-world customer experience with Josh Carpenter, a seasoned enterprise account executive at InflowCX. Josh recounts a perplexing encounter with his long-standing credit union, highlighting a series of card lock incidents during his travels. We dissect the flaws in the process and explore potential solutions, touching on self-service options, streamlined authentication, and the merits of outsourcing after-hours support....
Oct 16, 2023•12 min
Join Austin Culp, Director of Sales at Inflow CX, and Mike Dolloff, Chief Revenue Officer, in this episode of the Inflow Experience podcast. They dive into the frustrations customers face when interacting with IVRs, shedding light on the disconnect between self-service and agent-assisted channels. Discover why it's crucial for organizations to reassess their IVR systems, exploring strategies for a smoother customer journey and a more efficient contact center. Don't miss out on practical insights...
Sep 25, 2023•10 min
In this episode of the Inflow Experience Podcast, host Austin Culp introduces a new series called "Monday Morning Quarterback." The concept revolves around dissecting frustrating customer experiences to uncover opportunities for improvement. Joined by guest Kyle Steele, they dive into Kyle's recurring prescription hassle with a renowned pharmacy chain. The conversation unfolds to explore how automation and conversation intelligence can revolutionize customer interactions. Co-host for this series...
Sep 11, 2023•12 min
On this episode of The Inflow Experience Podcast, we're joined by John Glantz, VP of Consulting Services at InflowCX, to discuss our transformational consulting practice for contact centers. John shares insights on the benefits of InflowCX's consulting services, including how they help organizations improve customer experience, increase employee engagement, and drive business outcomes. John also delves into the key indicators that InflowCX uses to identify areas for improvement in contact center...
Apr 26, 2023•24 min
In this episode of The Inflow Experience Podcast, Austin Culp sits down with Stanton Smith, the Vice President of CX Technology Consulting at InflowCX. Stanton shares his insights on how InflowCX is helping businesses identify the best contact center solutions to meet their specific requirements. He talks about the company's approach to customizing solutions that deliver savings and ROI on a new platform. The conversation covers a range of topics, including how to use data to make informed decis...
Mar 24, 2023•23 min
In a world where customer experience is a key differentiator for businesses, finding the right strategy and processes to enhance your CX can be a challenging task. That's why we sat down with Amy Behbehani, Senior CX Consultant at InflowCX, to discuss how InflowCX's expertise is helping businesses transform their customer experience strategy.
Mar 02, 2023•29 min
In this episode, our guest is Tommy Mullins, VP of Operations & Service Delivery. We’ll be discussing InflowCX’s new managed services, which are designed to help you get the most out of your investments and maximize your success. We’ll explore how these services can help you reduce costs, boost efficiency, and quickly scale up operations. Plus, find out why InflowCX is the go-to choice for businesses looking to leverage managed services to improve their CX operations and unlock their full po...
Feb 15, 2023•26 min
Austin is joined by John Glantz, VP of Consulting Services at InflowCX. In this episode, John and Austin discuss identifying effective trends in the contact center, how to prioritize CX changes, utilizing your human and technology resources effectively to solve business objectives, and more.
Oct 18, 2022•32 min
Our guests today are Adam Rennert and Mike Dolloff of InflowCX. In this episode, the team talks about labor challenges in the contact center, agent satisfaction, and the pros and cons of leveraging outsourcing and automation to enhance your customer and agent experience.
Oct 05, 2022•30 min•Season 2Ep. 10
Our guest today is Colin Kennedy, COO at Shelf. Shelf is a modern knowledge management platform for contact centers that provides fast, accurate answers to customer questions. In this episode, Colin and Austin discuss how knowledge management has changed to meet agent and customer needs, why you should consider a knowledge management strategy, and the impact of AI in contact centers.
Sep 14, 2022•33 min•Season 2Ep. 9
Our guest today is Paul Jarman, CEO of NICE CXone. NICE CXone is a customer experience platform that delivers seamless experiences across the entire customer journey for the contact center and beyond. We chat with Paul about the demand for AI and self-service, the need for human interaction in the contact center, the importance of operational data, and much more.
Aug 31, 2022•24 min•Season 2Ep. 8
Our guest today is Michael Setticasi, Vice President of Partners at Ada. Ada is a brand interaction platform that bridges the divide between you and the people who are trying to talk to you. We chat with Michael about Ada's platform, how savvy contact centers are getting ahead of the competition, and growing trends in automation and omnichannel interactions.
Jul 14, 2022•26 min•Season 2Ep. 7
Our guest today is Scott Brown, Head of Contact Center at Zoom. We talk to Scott about Zoom's new CCaaS offering, dealing with customer service perceptions, how Zoom's acquisition of Solvvy fits into the CX market, and more!
Jun 14, 2022•28 min•Season 2Ep. 7
Our guest today is Benjamin Gleitzman, CTO & Co-Founder at Replicant, a conversational AI platform founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world. We talk to Benjamin about the role Replicant plays in the market, common myths about contact center automation, and making technology inclusive and equitable for everyone.
Jun 01, 2022•22 min•Season 2Ep. 6
Our guest today is Jennifer Waite, VP of Product Marketing at Playvox. We talk with Jennifer about her role at Playvox, the evolution of WEM/WFM technology, and changes we might see in the near future for the customer experience space.
May 17, 2022•24 min•Season 2Ep. 5
Our guest today is Bill Pieper, Senior Vice President of Business Development at InflowCX. We talk with Bill about BPO consulting and labor strategy services at InflowCX, common misconceptions about outsourcing, and how to differentiate between a technology problem and a process problem in the contact center.
Apr 27, 2022•20 min•Season 2Ep. 4
Today our guest is Stanton Smith, Senior Director of Consulting Services at InflowCX. We talk with Stanton about how InflowCX is helping clients realize a return on their customer experience investment, who should be involved in the contact center decision-making process, and more!
Apr 11, 2022•29 min•Season 2Ep. 3
We're back! After a short hiatus, we're excited to kick off our 2022 podcast season with none other than our fearless leader himself, Ken Smith. In this episode, we talk about Ken's journey into the contact center industry, balancing customer and partner relationships, engaging client stakeholders in a contact center evaluation, and more.
Mar 20, 2022•27 min•Season 2Ep. 2
In this episode, our guest is Dave Hoekstra, Product Evangelist at Calabrio. Today's topic is all about Workforce Engagement Management or WEM. We chat with Dave about the evolution of WFM to WEM, the benefits of WEM for your agents, his call center career, and Calabrio's WEM solutions.
Nov 11, 2021•36 min•Season 2Ep. 1
In this episode, our guest is Jake Butterbaugh, Vice President of Global Channel Sales at Five9. We chat with Jake about his journey into the cloud contact center space, the recent Zoom acquisition of Five9, and much more!
Aug 12, 2021•38 min•Season 1Ep. 10
In this episode, our guest is Derek Resler, Zoom Phone Enablement Specialist at Zoom. We chat with Derek about the evolution of the cloud voice landscape, how Zoom became a household name during the pandemic, and what gets him up in the morning.
Jul 28, 2021•51 min•Season 1Ep. 9
In this episode, our guest is Brandon Knight, VP of Advanced Solutions & Contact Center at Telarus. We chat with Brandon about his call center journey, how Telarus fits into the market, his recent move to Las Vegas, and more!
Jul 23, 2021•54 min•Season 1Ep. 8
In this episode, our guest is Amy Behbehani, Director of Customer Service at Uplift. We chat with Amy about how customer needs have changed, the impact of the pandemic on the travel industry, and how Inflow supports their organization.
Jul 07, 2021•52 min•Season 1Ep. 7
In this episode, our guest is Alex Lustig, Solutions Consultant at Observe.AI. We chat with Alex about his role, how Observe.AI fits into the marketplace, and how their partnerships bring value to customers.
Jun 24, 2021•50 min•Season 1Ep. 6
In this episode, our guest is Alex Ball, VP of Sales at Genesys. We talk to Alex about his career journey, the growth of Genesys and the maturity of the contact center space, and the partnership between Inflow and Genesys.
Jun 17, 2021•55 min•Season 1Ep. 5
In this episode, our guest is Adam Rennert. Adam came to Inflow through an acquisition of his company, PeakView, and is now the President of Inflow. We talk to Adam about his family, the PeakView-Inflow relationship, the maturity of CCaaS, and his attitude towards helping organizations.
Jun 03, 2021•53 min•Season 1Ep. 4
