Episode description

Patrick Watson, Head of Research at Cavell, discusses the evolving landscape of telephony, the impact of Microsoft Teams, market trends and the role of AI in Contact Centers.

• Microsoft Teams has significantly disrupted the telephony market
• Direct routing remains the dominant solution for Teams telephony users
• Discussing market dynamics and trends in telephony and differences in the enterprise and SMB markets
• AI is set to transform contact centers
• Look out for Cavell Enable London in December

Thanks to AudioCodes, this episode's sponsor, for their continued support.