The UC and CX landscapes are undergoing a fundamental transformation driven by the convergence of compliance requirements, data intelligence, and AI autonomy. Regulatory governance has become a critical focus, with organizations seeking integrated solutions that can manage complex multi-channel communications while maintaining compliance. Meanwhile, the strategic value of communication data has evolved beyond basic metrics into sophisticated productivity intelligence that provides actionable business insights. Despite the cloud-first narrative, hybrid deployment models remain resilient for organizations with specific regulatory or infrastructure requirements. Most significantly, agentic AI is emerging as a transformative force in customer experience, enabling autonomous problem resolution across systems without human intervention. This shift coincides with a broader organizational trend toward cross-functional integration, where breaking down departmental silos—particularly between IT, HR, and facilities—is proving essential for delivering cohesive experiences and achieving competitive advantage in uncertain market conditions.
150 Ways to Stay Compliant: Theta Lake Supercharges Risk and Archiving SuiteTheta Lake has released over 150 new capabilities for its Compliance and Risk Suite, representing one of the most significant innovation pushes in Digital Communications Governance and Archiving. These enhancements are designed to help organizations govern increasingly complex digital and AI-driven communications while ensuring regulatory compliance across multiple communication channels. | No Jitter Roll: Theta Lake and Cisco Launch Webex Compliance HubTheta Lake and Cisco have partnered to launch the Webex Compliance Hub, addressing critical security and compliance needs for enterprise communications. The solution provides integrated risk management capabilities for Webex users, while the article also highlights industry concerns about contact center call security, fraud prevention, and voice quality issues identified in AVOXI and Metrigy research. |
Talk, Type, Track: How UC Data Is Becoming Your Next Productivity DashboardCommunication data from unified communications platforms is evolving into sophisticated productivity dashboards that provide near real-time insights for managers. These analytics tools enable leaders to anticipate risks, identify workflow bottlenecks, and measure employee engagement, transforming UC data from basic call logs into strategic business intelligence assets. | Avaya, Mitel bet on hybrid on-premises unified communicationsDespite industry-wide cloud migration trends, Avaya and Mitel’s restructuring efforts indicate that on-premises unified communications solutions remain viable through hybrid deployment models. This approach acknowledges that many organizations still require on-premises components for specific use cases, regulatory requirements, or existing infrastructure investments. |
Comparing Workplace Management Software: A Practical Guide for Real ROIModern workplace management software has evolved far beyond basic desk booking to include sensor integration, proactive scheduling, and automated office mapping capabilities. The article provides guidance for business leaders evaluating these solutions, focusing on practical ROI metrics that justify investment in comprehensive workplace management platforms. | Experience in the Workplace is a Team Sport: Coordinating HR, CRE, IT, and FacilitiesCreating effective workplace experiences requires coordinated efforts across HR, Corporate Real Estate, IT, and Facilities departments rather than siloed initiatives. The article highlights how cross-functional collaboration leads to more successful hybrid work environments where technology seamlessly supports employee needs and spaces are utilized efficiently. |
Navigating 911 compliance in the hybrid workplaceOrganizations are facing significant challenges in maintaining 911 regulatory compliance as workforces become increasingly distributed across hybrid environments. The article provides guidance on minimizing risk and ensuring employee safety through proper emergency service configurations across various work locations and communication platforms. | How PrimeSource and Dimora Brands Are Improving Customer RelationshipsPrimeSource and Dimora Brands achieved an impressive 83% reduction in call queue times after migrating from legacy on-premises PBX systems to 8×8’s cloud platform. This case study demonstrates how modern cloud communications can dramatically improve customer experience metrics while providing enhanced operational flexibility. |
Quant Launches Agentic AI to Fix Broken Customer Service LoopsQuant has introduced a new agentic AI solution designed to address persistent customer service issues by automating complex problem resolution. The technology aims to eliminate repetitive service loops and reduce customer frustration by enabling AI agents to take independent action across multiple systems without human intervention. | Sitecore CEO: Embedded agentic AI is the future of businessSitecore CEO Eric Stine discusses how agentic AI is reshaping customer experience by fundamentally changing website traffic patterns and marketing techniques. He emphasizes that embedded agentic AI represents the next evolution in business operations, with significant implications for how companies will engage with customers in the future. |
CX Leaders: Integration, Not Budgets, Define Your Next AdvantageThe article argues that successful customer experience strategies now depend more on effective system integration than on large budget allocations. CX leaders are gaining competitive advantage by connecting disparate technologies and data sources to create seamless experiences, rather than simply investing in more standalone solutions. | 6 Reasons Integrated CX Teams Outperform Silos in Uncertain TimesOrganizations with integrated customer experience teams consistently outperform those with siloed structures during economic uncertainty and market volatility. The article outlines six specific advantages of cross-functional CX collaboration, including faster decision-making, more efficient resource allocation, and improved customer journey consistency. |
When selling complex UC solutions, map your customer’s existing communications landscape before proposing changes. Document current tools, workflows and pain points across departments. This reveals hidden integration requirements and potential resistance points whilst demonstrating your commitment to understanding their business. During discovery, ask targeted questions like “How does your current system handle cross-team collaboration during customer escalations?” rather than generic queries about satisfaction. This approach uncovers specific operational challenges that your solution can address, positions you as a consultative partner rather than a vendor, and provides concrete examples for your ROI calculations.
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