The UC and CX landscapes are experiencing a strategic recalibration as organizations balance cloud migration with hybrid deployment models that maintain critical on-premises components. Workplace technology infrastructure—particularly audiovisual systems—has emerged as a critical differentiator for employee experience and productivity in hybrid environments, with inadequate implementations directly impacting business outcomes. Meanwhile, AI integration is maturing beyond theoretical applications into purpose-built solutions addressing specific business challenges across both collaboration and customer experience domains. Governance and compliance frameworks are rapidly evolving to match this technological acceleration, with vendors increasingly embedding regulatory safeguards directly into their platforms. This shift reflects a broader industry recognition that technology must enhance rather than replace human capabilities, with successful implementations focusing on strategic orchestration of AI across multiple business functions.
Avaya, Mitel bet on hybrid on-premises unified communicationsDespite their restructuring, Avaya and Mitel are maintaining commitment to on-premises unified communications through hybrid deployment models. This strategic direction acknowledges that many organizations still require on-premises components in their UC architecture, countering the narrative of complete cloud migration. | Redesigning workspaces for the return to officeAs employees gradually return to offices, organizations need to reassess their workspace and meeting room strategies to effectively support both in-office and remote workers. This guidance addresses the critical infrastructure decisions UC leaders must make to enable hybrid work models and ensure technology equity. |
Diversified Survey: Workplace AV Tech is Falling Short, Impacting Productivity, Employee Well-BeingA new survey reveals that inadequate workplace audiovisual technology is negatively affecting both productivity and employee well-being in hybrid work environments. This finding underscores the strategic importance of AV investments as a critical component of successful unified communications deployments rather than just a tactical consideration. | Can Microsoft Teams chat be monitored?The article confirms that IT administrators can monitor employee messages in Microsoft Teams, but emphasizes the need for proper licensing and policies. This information is valuable for UC leaders implementing governance and compliance frameworks for their collaboration platforms. |
“Hope Is Not a Strategy” – Cisco Webex’s Intentional Leap into Agentic AICisco Webex is taking a deliberate approach to implementing agentic AI, emphasizing the need for strategic planning rather than reactive adoption. This philosophy signals Cisco’s commitment to developing AI capabilities that solve specific business problems while addressing potential risks and governance challenges. | Webex Compliance Hub: Cisco and Theta Lake Tackle Enterprise Risk at ScaleAt WebexOne 2025, Cisco and Theta Lake introduced Webex Compliance Hub to address the growing complexity of regulatory compliance in AI-enhanced communications. This partnership highlights the increasing importance of integrated governance solutions as collaboration platforms expand their AI capabilities and usage across regulated industries. |
MLB, Shield Companies boost engagement with Zoom CXIT leaders from MLB and The Shield Companies share how they’ve implemented Zoom’s CX suite to scale customer operations, enhance engagement, and leverage AI for real-time insights. This case study demonstrates how major organizations are successfully integrating unified communications platforms with customer experience capabilities to drive business outcomes. | Technology Is Becoming More Important Than Humans In CXThe article examines how AI and other CX technologies are enhancing human agents rather than replacing them, making them more effective and successful in customer interactions. This perspective offers important strategic insight for CX leaders balancing technology investments with human workforce considerations. |
ServiceNow makes the case to users for AI managementServiceNow is positioning itself as the leader in AI orchestration while challenging Salesforce with new CRM tools, as Salesforce responds with its own ITSM offering. This competitive dynamic illustrates the convergence of CX, ITSM, and workflow automation platforms as vendors battle for control of enterprise AI management. | Sprinklr adds AI agents for marketing, CCaaS, moreSprinklr has expanded its platform with new AI agents specifically designed for marketing, customer service, and feedback collection, with industry-specific customizations. This development highlights the growing trend of purpose-built AI agents tailored to specific business functions and vertical markets within the CX space. |
When discussing platform migration with prospects, focus on the operational disruption they fear rather than technical specifications. Ask targeted questions about their current pain points: “What happens when your system experiences downtime?” or “How do communication failures impact your customer retention?” This reveals the true cost of their current setup and helps quantify the value of your solution. Document these insights using the prospect’s own language and metrics. During follow-up conversations, reference these specific pain points to demonstrate you’ve thoroughly understood their challenges. This approach positions you as a strategic advisor rather than simply another vendor offering a replacement system.
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