Discover how to turn Microsoft Teams calling into an AI-powered customer engagement experience
Watch the recording for independent industry insight, real-world examples and a demonstration of how AI, intelligent routing and modern contact centre technology can help deliver better customer experiences.
This on-demand webinar shows how you can extend your Microsoft Teams environment to support AI-powered customer engagement. Voca Conversational Interaction Centre (CIC), from our partner AudioCodes, builds on the familiar Teams experience with advanced contact centre capabilities. It’s the only solution with both Microsoft Teams Unify certifications for Contact Centre and Voice Agents.
Hear from Wavenet’s Wayne Monaghan, AudioCodes’ Jon Zoltie and special guest Tom Arbuthnot from Empowering.Cloud as they explore the future of Teams-based contact centres. The discussion covers the trends driving a more unified approach, how organisations can extend the value of their Microsoft investment, and where AI can make a meaningful difference to customer engagement.
What you’ll learn
- How changing customer expectations are shaping communication strategies
- How Microsoft Teams can support a more joined-up contact centre
- How AI receptionists and intelligent call routing can improve customer experiences
- How to get more value from your existing Microsoft Teams investment
- Where voice AI can support real customer service scenarios
- A demonstration of AudioCodes Voca CIC in action
Watch webinar
Meet the speakers
Wayne Monaghan
Solutions Director – Connectivity , UC & CX
With over 20 years in the telecoms industry, Wayne Monaghan is Solutions Director - Connectivity, UC & CX at Wavenet. He’s a senior technology and customer experience leader with expertise in telecommunications, UCaaS, CCaaS, enterprise transformation and AI-enabled customer engagement.
Wayne is passionate about helping organisations turn emerging technologies into practical improvements in customer journeys, employee experience and business performance.
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Tom Arbuthnot
Co-founder, Empowering.Cloud
Tom Arbuthnot is the co-founder of Empowering.Cloud, the community for the people who run Microsoft 365 at scale. Through monthly online and in-person events, podcasts and the fortnightly M365 Perspective newsletter, Empowering.Cloud gives enterprise service owners and architects independent, practitioner-level coverage of Microsoft Teams, Copilot and the wider M365 platform.
Tom is also CTO of ChangePilot, a change intelligence service for enterprise Microsoft 365 teams. A long-standing Microsoft MVP, Certified Master and Global Community Regional Leader, he speaks regularly at industry events worldwide.
Jon Zoltie
Contact Centre Subject Matter Expert, AudioCodes
Jon Zoltie is a senior contact centre specialist and commercial strategist with deep experience shaping modern customer experience solutions across EMEA.
Jon works with enterprise organisations, public sector bodies and strategic channel partners to simplify the path to cloud contact centres. He combines hands-on technical understanding of voice architecture and conversational AI with strong commercial execution, helping teams cut through complexity to design practical, resilient communication platforms.
From advising on large-scale procurement and complex tender frameworks to unlocking real value from platform migrations, Jon brings a consultative, outcome-focused approach that bridges technical capability with real-world commercial delivery.
