The UC and CX landscapes are undergoing significant transformation as legacy systems prove increasingly inadequate for modern business needs. Organizations are accelerating their migration to cloud-based UCaaS solutions to address communication inefficiencies and support hybrid work environments, while simultaneously confronting the reality that substandard audiovisual technology directly impacts productivity and employee well-being. In parallel, AI is fundamentally reshaping both sectors—necessitating new ROI frameworks for collaboration tools and enabling more sophisticated automated customer interactions. However, this AI evolution introduces complex governance challenges as systems become more autonomous, requiring CX leaders to develop robust accountability frameworks that extend beyond mere technological integration. The successful deployment of these advanced technologies demands careful assessment of organizational needs, infrastructure requirements, and strategic alignment with business outcomes.
How UCaaS solves the cost of poor communicationLegacy UC systems are increasingly inadequate for supporting modern employee communication needs, making migration to UCaaS essential for organizations. This transition helps companies mitigate the substantial costs associated with communication inefficiencies while providing the flexibility required in today’s work environments. | Comparing Microsoft Teams free vs. paid plansIT leaders evaluating Microsoft Teams must carefully assess which collaboration features are most critical before deciding between free or paid versions. This decision requires balancing budget constraints against specific organizational needs for security, administration, and advanced communication capabilities. |
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. This finding highlights the growing importance of high-quality UC infrastructure in supporting effective collaboration and maintaining workforce satisfaction in hybrid work environments. | AI rewrites ROI for next-generation video conferencingAs AI transforms video conferencing systems, IT leaders must develop new ROI frameworks that align with improved business outcomes. This evolution requires organizations to reassess their infrastructure needs and measurement approaches to properly evaluate the business impact of AI-enhanced collaboration tools. |
AI rewrites ROI for next-generation video conferencingAs AI transforms video conferencing systems, IT leaders must develop new ROI frameworks that align with improved business outcomes. This evolution requires organizations to reassess their infrastructure needs and measurement approaches to properly evaluate the business impact of AI-enhanced collaboration tools. | How UCaaS solves the cost of poor communicationLegacy UC systems are increasingly inadequate for supporting modern employee communication needs, making migration to UCaaS essential for organizations. This transition helps companies mitigate the substantial costs associated with communication inefficiencies while providing the flexibility required in today’s work environments. |
Comparing Microsoft Teams free vs. paid plansIT leaders evaluating Microsoft Teams must carefully assess which collaboration features are most critical before deciding between free or paid versions. This decision requires balancing budget constraints against specific organizational needs for security, administration, and advanced communication capabilities. | 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. This finding highlights the growing importance of high-quality UC infrastructure in supporting effective collaboration and maintaining workforce satisfaction in hybrid work environments. |
AWS loads Amazon Connect with customer service AI agentsAWS has enhanced Amazon Connect with new AI agent capabilities, strengthening its position in the competitive CCaaS market. This development represents a significant advancement in AWS’s customer service technology offerings, enabling organizations to deploy more sophisticated automated interactions within their contact centers. | Five9 Names Amit Mathradas Its Next CEOContact center leader Five9 has appointed Amit Mathradas as its new CEO, signaling a leadership transition at one of the major CCaaS platform providers. This executive change comes at a critical time as Five9 continues to expand its AI capabilities and compete in the rapidly evolving customer experience market. |
5 unexpected realities of deploying AI CX agentsIndustry experts Dave Michels and NiCE VP Neeraj Verma highlight critical challenges organizations face when implementing AI agents for customer experience. Their insights reveal important considerations for UC and CX leaders planning AI deployments, emphasizing that successful implementation requires more than just technological integration. | As digital agents gain autonomy, CX leaders confront new governance gapsThe rise of agentic AI systems capable of making independent decisions is creating significant governance challenges for CX leaders. This development highlights the urgent need for enterprises to establish new accountability frameworks as AI agents become more autonomous in customer interactions. |
When discussing UC migration with prospects, move beyond technical specifications by asking what specific business outcomes they need to achieve. Identify the current communication challenges affecting their productivity or customer engagement, then quantify these issues in terms of time or revenue impact. This approach transforms your discovery from “What features do you need?” to “How would reducing response times by 40% affect your customer retention?” By connecting platform capabilities directly to measurable business results, you position yourself as a strategic advisor rather than a technology vendor. Remember to document these outcomes—they become powerful reference points during proposal reviews with financial decision-makers.
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