The UC and CX landscapes are experiencing a profound shift toward strategic AI implementation, with emphasis moving from novelty to responsible, outcome-focused deployments that enhance rather than replace human interactions. Interoperability between previously competing platforms is becoming a competitive necessity, as evidenced by major industry partnerships breaking down ecosystem barriers. Meanwhile, regulatory complexities around data sovereignty are creating implementation challenges for global deployments. Workplace technology quality is increasingly recognized as critical to employee wellbeing and productivity, not just operational efficiency. The market is also seeing innovative pricing and deployment models emerging to serve underrepresented segments, particularly in the SMB contact center space.
Assessing the value of agentic AI in unified communicationsIT leaders are advised to carefully evaluate business outcomes before implementing agentic AI in unified communications environments. The article emphasizes the importance of strategic planning and clear use cases rather than adopting AI technology simply for its novelty, providing practical guidance for UC decision-makers. | Navigating UCaaS data sovereignty challengesOrganizations must carefully plan UCaaS deployments to comply with increasingly complex data sovereignty regulations across different regions. This growing challenge requires UC leaders to understand where their communication data is stored and processed, particularly as global regulatory requirements continue to evolve and expand. |
Wildix Zagged Where Other UCaaS Providers ZiggedEuropean UCaaS provider Wildix offers a differentiated approach through its unique workplace culture and development methodology. The company provides an alternative option for organizations seeking UCaaS solutions beyond the mainstream providers, highlighting the continued diversity within the communications platform market. | Diversified Survey: Workplace AV Tech is Falling Short, Impacting Productivity, Employee Well-BeingA new survey reveals that inadequate audiovisual technology in workplaces is negatively affecting both productivity and employee well-being. The findings highlight the growing importance of high-quality collaboration technology in supporting hybrid work environments and maintaining employee satisfaction. |
Cisco and Microsoft deepen partnership for meetings, AICisco and Microsoft have enhanced their interoperability by natively integrating Microsoft Teams with Cisco devices, marking a significant advancement in their partnership. This collaboration represents a major shift in the competitive landscape, allowing organizations to leverage both ecosystems simultaneously while benefiting from AI capabilities across platforms. | How Responsible AI Is Transforming Enterprise CollaborationAI has evolved from a curiosity to a standard component in enterprise collaboration, handling tasks from note-taking to translation and action item tracking. The article emphasizes the importance of applying responsible AI principles to collaboration tools as they become increasingly embedded in everyday business workflows. |
Even when automated, CX requires a human touchAccording to the CEO of agentic AI automation platform Laivly, properly designed AI agents can make customer experiences feel more human rather than less. This perspective highlights the evolving approach to AI in customer experience, where the goal is enhancing human connection through technology rather than simply replacing human agents. | MLB, Shield Companies boost engagement with Zoom CXIT leaders from Major League Baseball and The Shield Companies have implemented Zoom’s CX suite to scale operations and enhance customer engagement with AI-powered real-time insights. These case studies demonstrate how Zoom is successfully expanding beyond its core meeting platform into the competitive customer experience space with enterprise-grade solutions. |
Avaya CTO David Funck on Building Avaya InfinityAvaya is developing a new contact center platform called Infinity that will support both public cloud and on-premises deployments while leveraging strategic partnerships for AI capabilities. This platform represents Avaya’s strategic pivot following its financial restructuring and signals the company’s commitment to maintaining relevance in the evolving contact center market. | Salesforce to release Agentforce 360, Slack agentsSalesforce is introducing Agentforce 360 and bringing agentic AI capabilities to Slack for sales, marketing, HR, and other business functions. This strategic expansion of AI capabilities across the Salesforce ecosystem represents a significant advancement in making AI assistants practical for everyday business workflows. |
8×8 gives away workforce management8×8 is offering free workforce management capabilities to help smaller contact centers move beyond spreadsheet-based agent scheduling. This strategic move positions 8×8 to capture market share in the underserved SMB contact center segment while potentially creating upgrade paths to more advanced capabilities. | Adobe advances GenStudio AI for video, Firefly, and ad prepAdobe has enhanced its GenStudio platform with more agentic AI capabilities for video content creation and introduced Firefly Foundry to host complex AI models for enterprise customers. These advancements strengthen Adobe’s position in the AI-powered content creation market, offering organizations tools to streamline marketing content production at scale. |
When presenting UC solutions, map your discovery questions to specific operational metrics your prospect already tracks. For example, ask how they currently measure meeting effectiveness, time spent context-switching between applications, or response times to customer enquiries. This approach transforms abstract benefits like ‘improved collaboration’ into concrete business outcomes with measurable impact. When you can demonstrate how your solution affects metrics they already care about, you create a compelling business case that resonates with both technical and financial decision-makers, significantly shortening the approval process.
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