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Almost $5 trillion dollars are spent on Information Technology (IT) annually. Cut through the hype and learn about the real needs, and problems that IT solves for your enterprise. Join us as we dive deep into case studies with providers and learn how IT can make your business better.

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From 400 Calls in Queue to Zero Hold Time

What happens when your contact center hits peak demand… and the queue explodes? In this episode, Max sits down with Michael Cibelli (PolyAI) to break down how one major brand went from 400+ callers waiting in queue to zero hold time—without wrecking customer experience. You’ll learn why traditional IVR trees (“Press 1 for…”) fail, what replaces them, and how modern Voice AI can contain calls end-to-end (not just “deflect” them). They also unpack the real-world risks—like AI hallucinations, compliance in regulated industries, and why context transfer matters more than most CX teams realize. What you’ll learn: Why IVR systems create customer rage (and broken experiences)The difference between call deflection vs call containmentHow Voice AI scales CX without scaling headcountHow to prevent “repeat yourself” transfers that destroy trustThe hidden cost of agent churn + seasonal hiringWhy BPOs are paying attention to Voice AI right nowHow analytics from customer calls can unlock real business ROIIf you’re leading CX, operations, IT, or customer support—this is the playbook for building a contact center that stays fast, consistent, and on-brand when demand spikes. 🎧 Subscribe for more conversations on IT, CX, AI, and operational leverage.

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Why Contact Center AI Projects Fail After the Demo

The demo was perfect. Then deployment happened. If your contact center AI “worked” in a pilot but fell apart in production - this episode explains why. Max Clark sits down with Jim K. Tennant (VP, Channel Sales at Observe.AI) to unpack the real reasons contact center AI projects fail after approval: weak data foundations, missing guardrails, messy knowledge sources, agent adoption breakdowns, and bots that can’t recover when customers go off-script. They also dig into what actually works—call analytics → automated QA → agent assist → targeted automation, and how to reduce churn and handle time without wrecking CSAT. Watch this before your AI pilot turns into an expensive failure.

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The Azure Bill That Ended Cloud

What if the real problem isn’t Azure… it’s putting the wrong workloads there? In this episode, Max Clark sits down with William Sellers, Solutions Architect at DartPoints, to dissect a real-world migration from the energy sector: an internal research app that went into Azure “to move fast,” scaled to nearly $30K/month, and finally forced leadership to draw a line. You’ll hear how technical debt, predictable workloads, and opaque vCPU economics quietly turned a good idea into an unsustainable cloud bill—and what it actually took to unwind it. They break down: Why predictable, IaaS-style workloads get financially punished in hyperscale cloudHow finance, infrastructure, and application owners finally aligned around leaving AzureThe real definition of “minimal downtime” when you’re moving a 100+ TB VM and a Zerto bug derails your planHow DartPoints used private cloud to stabilize costs, simplify billing, and reduce complexityWhat VMware/Broadcom uncertainty really means for platform decisions—and why many teams now say, “we don’t care about the hypervisor; just make the VMs run.”If you’re responsible for infrastructure spend and you haven’t evaluated whether your workloads belong in Azure, you’re already behind.This episode gives you the decision framework, the warning signs, and the migration realities—so you don’t end up defending a runaway cloud bill with no exit plan.

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DSPM vs DLP: The Data Blind Spots Killing Your Cloud Security

If you’re betting on “the cloud is secure” and a few DLP rules to save you, you’re exposed. Most breaches aren’t a tool failure, they’re a visibility failure. You can’t protect data you can’t see. In this episode, Max Clark sits down with Sirena Ong from Secuvvy to break down Data Security Posture Management (DSPM): what it is, how it differs from DLP, and why every CISO is suddenly waking up to data blind spots across SaaS, cloud, endpoints, and AI workloads. They dig into: Why “shared responsibility” and cloud-native tools still leave massive data visibility gapsThe real difference between DSPM (data at rest) and DLP (data in motion)—and why you need bothHow sensitive data quietly sprawls across SaaS, file shares, endpoints, Snowflake, and AI training pipelinesUsing DSPM to quantify risk, justify security budget, and avoid getting crushed on cyber insuranceWhat actually happens when you run DSPM in a 1,000-user environment for the first time (yes, you will find things you don’t like)If you own cloud, data, or security risk, this isn’t optional anymore.What you don’t know about your data will hurt you—get visibility before it becomes a board-level incident.

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Inside the Network That Prevented Prison Riots

You know that moment when the alerts start flooding in, and your entire network goes dark?Systems down. Phones silent. Operations frozen.Now imagine that happening inside a prison. Six hundred of them. One outage away from chaos. In this conversation, Max Clark sits down with Oliver Maxwell from APX Net, Inc who had to build a network that literally keeps the peace. They get into what happens when multi-carrier complexity meets mission-critical uptime, how “better internet” became a safety system, and the hard lessons from running connectivity in places most carriers won’t touch. Here’s the uncomfortable truth: the problems you’re managing today might not cause riots — but they could still cost you everything when the network fails. ⚡ Don’t scroll past this one — the next outage you prevent might be your own.

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Why This School Ditched Cisco and Saved $250K

Ever feel trapped in the endless cycle of network refreshes, license renewals, and “surprise” upgrade costs?You’re not alone. One school faced the same uphill battle and decided to break free. The result? A $250K turnaround and a totally new way of thinking about IT infrastructure. In this episode, Max Clark sits down with Francisco Tello, Senior Sales Engineer at Meter, to unpack how a forward-thinking school ditched legacy networking gear and discovered a utility-style model that just works. They dive deep into why the traditional CapEx approach to networking is broken, what “network-as-a-service” really means, and how simplifying infrastructure can transform budgets, uptime, and sanity. If you’ve ever asked yourself, “There has to be a better way to do this,”—this is that conversation.Watch now and see how this shift could change how your organization builds and runs its network.

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How Do You Convince the Board to Fund Security?

You know the risks. The board knows the budget. So how do you bridge the gap? For most IT and security leaders, convincing executives to prioritize security is the toughest job they face. In this episode, Max Clark sits down with Alejandro Ziegenhirt, Sr. Manager of InfoSec & DevOps at OfferUp, to unpack the real-world struggle of funding security. From cloud myths to phishing to why ROI arguments usually fall flat, Alejandro shares battle-tested ways to communicate risk in dollars and keep leadership listening. Don’t wait for a breach to prove your point. Hit play and find out how to frame security in a way that executives can’t ignore.

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Is Your IT System Killing Your Leads?

Every minute you wait to respond, another lead dies. Missed calls, ignored forms, slow follow-ups, your IT system might be the silent killer behind your pipeline collapse. In this episode, Max Clark sits down with Kaitlynn Crossno, Sales Engineering Manager at Capacity, to uncover the hidden IT gaps that kill pipeline in minutes. From speed-to-lead failures to dealer bottlenecks and weekend coverage gaps, they reveal why customers disappear faster than you can respond and how AI-powered solutions are rewriting the rules of engagement. Every day you wait, more deals die in silence. Don’t let yours be next. Watch now!

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Almost $5 trillion dollars are spent on Information Technology (IT) annually. Cut through the hype and learn about the real needs, and problems that IT solves for your enterprise. Join us as we dive deep into case studies with providers and learn how IT can make your business better.

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Tech Deep Dive