The UC and CX landscapes are undergoing significant transformation driven by AI integration and evolving regulatory considerations. Agentic AI is gaining substantial enterprise traction, with organizations increasingly adopting a human-augmentation approach rather than replacement strategies. Data sovereignty has emerged as a critical factor in cloud communications decisions, creating new compliance challenges that impact deployment strategies. Meanwhile, integration between systems—particularly connecting contact centers with back-office applications—is proving essential for operational efficiency and revenue growth. Rich Communication Services (RCS) is expanding messaging capabilities beyond traditional channels, while inadequate collaboration technology is increasingly recognized as detrimental to both productivity and employee well-being. These developments collectively point to a market where technological advancement must be balanced with human-centered design, regulatory compliance, and strategic integration.
Microsoft bets on human-agent team collaborationAt Microsoft Ignite, the company outlined a future where AI agents assume specialized roles to enhance team collaboration rather than replace humans. This vision represents a significant shift in how enterprises might integrate AI into their communication and collaboration strategies, with implications for both UC and CX implementations. | How RCS business messaging transforms communicationRich Communication Services (RCS) is creating new opportunities for businesses to enhance customer and partner communications beyond traditional messaging. This evolution in messaging technology has significant implications for UC strategies, offering richer engagement capabilities that bridge the gap between messaging and more complex communication tools. |
Why the sovereign cloud matters in enterprise communicationsGeographic and regulatory concerns are increasingly impacting cloud-based communications as data sovereignty becomes a critical consideration. Enterprise communication leaders must now navigate complex compliance requirements when implementing UC solutions, particularly for multinational operations where data location and governance are subject to varying regulations. | Contact center back-end integrations drive revenue growthIntegrating contact center software with back-office applications is driving improvements in employee productivity, customer satisfaction, and ultimately revenue growth. This integration strategy highlights the increasing importance of connected systems in creating more effective customer experience ecosystems. |
Salesforce highlights Agentforce momentumSalesforce reports significant traction with 18,500 customer deals for its AI agent technology, demonstrating growing enterprise adoption of agentic AI. This momentum signals a potential acceleration in how businesses are implementing AI agents for customer experience and business process automation. | Gen AI giving customers compliance challengesA new Theta Lake survey reveals that AI tools and their generated content require stronger guardrails and compliance checks. This finding highlights significant regulatory and governance challenges for organizations implementing generative AI in customer-facing communications and experience applications. |
Diversified Survey: Workplace AV Tech is Falling Short, Impacting Productivity, Employee Well-BeingA recent survey by Diversified indicates that inadequate workplace audiovisual technology is negatively affecting both productivity and employee well-being. This finding underscores the critical importance of effective collaboration tools in supporting hybrid work environments and maintaining employee engagement. | Kustomer Adds Automation, Observability Assistants to CX PlatformKustomer has enhanced its CX platform with new automation and observability assistants to improve customer service operations. These additions enable organizations to better monitor, analyze, and optimize their customer experience processes while expanding automation capabilities. |
Amazon Connect debuts deluge of AI capabilitiesAmazon Connect has significantly expanded its AI capabilities, showcasing AI-powered customer implementations from companies like Centrica and Priceline while reinforcing its ‘Connect is AI’ messaging strategy. This expansion represents a major advancement in AI-driven contact center solutions that could reshape how enterprises manage customer interactions. | AWS loads Amazon Connect with customer service AI agentsAWS has integrated AI agents into Amazon Connect, expanding its contact center platform’s capabilities with advanced automation features. This development is significant for CX leaders looking to enhance customer service operations while balancing automation with human agent collaboration. |
Toyota’s plan for contact center AI deploymentToyota is implementing AI in its contact centers with a focus on augmenting agent capabilities rather than replacing human staff. This strategic approach provides valuable insights for CX leaders on how major enterprises are balancing AI implementation with workforce management in customer service operations. | Early adopters of agentic AI for customer service offer adviceTwo early adopters of Salesforce’s agentic AI have successfully tailored the technology to meet specific customer service business needs. Their experiences provide valuable implementation insights for CX leaders considering similar AI deployments, highlighting practical approaches to integrating advanced AI into customer service operations. |
When discussing platform migration with prospects, focus on uncovering the hidden costs of their current solution rather than leading with your platform’s features. Ask targeted questions about maintenance expenses, integration challenges, and productivity limitations. Document these pain points with specific metrics where possible—quantifying time spent managing system issues or the cost of maintaining legacy integrations. This approach shifts the conversation from price comparison to business value, positioning your UC solution as an investment that addresses specific operational challenges. It also helps you identify which stakeholders feel these pain points most acutely, allowing for more strategic engagement across the organisation.
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