The UC and CX landscapes are converging around AI as a transformative force, with strategic investments and partnerships revealing its critical importance to future business operations. Organizations are recalibrating their collaboration strategies to address the permanent reality of hybrid work environments, requiring more sophisticated infrastructure decisions. Microsoft Teams integration continues to be a pivotal consideration for telephony architecture planning. Meanwhile, AI implementation is evolving beyond basic productivity enhancements toward comprehensive systems that combine conversational intelligence with specialized enterprise applications. In the CX domain, platform providers are forming strategic alliances to expand AI agent presence in contact centers, while customer data management is being reimagined with AI-driven personalization capabilities that balance customization with trust and transparency.
How to integrate your phone system with Microsoft TeamsThe article provides guidance on selecting the right telephony architecture before migrating existing phone systems into Microsoft Teams. This practical guidance is particularly valuable for organizations navigating the complex decision between Direct Routing, Operator Connect, and Teams Phone, helping IT leaders make strategic choices that align with their specific business requirements and existing infrastructure. | 8×8’s Q1 Results Show a Return to Growth – and a Bet on AI and CPaaS That’s Starting to Pay Off8×8 has reported its first year-over-year revenue growth in nine quarters, with total revenue reaching $181.4 million and exceeding analyst expectations. The company’s strategic investments in AI capabilities and CPaaS (Communications Platform as a Service) expansion are proving successful, demonstrating how UC providers can leverage these technologies to drive business recovery and growth. |
Hybrid Hype or Hard Reality? Why IT Leaders Must Rethink Collaboration Strategy NowAs hybrid work becomes the default model rather than a temporary trend, IT leaders face unprecedented challenges in delivering seamless collaboration across varied environments, devices, and user expectations. The article emphasizes the need for organizations to develop comprehensive collaboration strategies that address the complexities of supporting multiple platforms, geographies, and use cases in this new work paradigm. | The Employee Copilot: Optimizing Business Experience with AI SupportThe article explores how AI-powered employee copilots can transform business operations by combining conversation intelligence, specialized enterprise copilots, and data analytics. This comprehensive approach to AI implementation offers organizations a path to enhance employee productivity and experience, going beyond basic meeting summarization to create more intelligent and responsive work environments. |
Salesforce, ServiceNow invest in Genesys agentic AI workflowRivals Salesforce and ServiceNow have both invested in CCaaS leader Genesys to integrate their respective AI agents into Genesys contact centers. This strategic move indicates the critical importance of establishing AI agent presence in customer service environments and highlights how competitive CX platforms are seeking partnerships to expand their ecosystem reach. | GPT-5 Brings Multimodal and Context-Aware AI to Developers and BusinessesOpenAI has released GPT-5, an advanced reasoning model with enhanced multimodal and context-aware capabilities, to developers and most users, with Enterprise and Education accounts gaining access next week. This release represents a significant advancement in AI technology that will enable more sophisticated customer service applications, including improved understanding of complex queries and more natural interactions across different communication channels. |
Kustomer Secures $30M to Advance AI-Native CX PlatformKustomer has secured $30 million in funding to further develop its AI-native customer experience platform. This investment highlights the growing importance of AI-powered solutions in the CX space and signals strong market confidence in Kustomer’s approach to integrating artificial intelligence throughout the customer service journey. | Customer Data Management in 2025: AI’s Role in Personalization, Prediction and TrustThe article explores how AI is transforming customer data management with advanced personalization, predictive capabilities, and trust-building mechanisms for 2025 and beyond. This forward-looking analysis provides CX leaders with strategic insights into how AI will reshape data management practices, highlighting the balance between hyper-personalization and maintaining customer trust through transparent data practices. |
When discussing platform migration with prospects, focus on identifying the specific workflows that cause the most friction in their current communications environment. Ask targeted questions about how teams collaborate across departments or handle customer interactions during peak periods. Document these pain points with quantifiable metrics where possible—such as response times, resolution rates or collaboration barriers. This approach shifts the conversation from technical specifications to business outcomes, allowing you to position your UC or CX solution as directly addressing operational challenges that matter to multiple stakeholders. The resulting proposal will resonate more deeply with decision-makers who may not fully appreciate technical differentiators but clearly understand operational improvements.
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