The UC and CX landscapes are undergoing profound transformation driven by agentic AI, which is reshaping everything from video conferencing economics to enterprise orchestration strategies. Organizations are increasingly recognizing that technology deployment success hinges on human-centric design, particularly agent experience in CX implementations. Security concerns are intensifying as collaboration platforms face sophisticated threats and AI-related vulnerabilities. Meanwhile, the limitations of legacy systems and fragmented data environments are accelerating migration to cloud-based solutions, with UCaaS adoption gaining momentum as enterprises seek to eliminate communication inefficiencies. Connected workspaces and intelligent collaboration tools are evolving beyond basic functionality to become integral components of workflow optimization, requiring new ROI frameworks and strategic approaches to implementation.
5 UC and collaboration trends reshaping the market in 2026This analysis identifies agentic AI, connected workspaces, and security advancements as the key drivers of UC market evolution in 2026. The article explains how these trends are shaping strategic priorities for organizations seeking to boost productivity and innovation through unified communications. | How UCaaS solves the cost of poor communicationThe article explains why legacy UC systems are increasingly inadequate for modern employee communication needs. It presents the business case for migrating to UCaaS platforms to mitigate financial and operational costs associated with communication inefficiencies. |
AI rewrites ROI for next-generation video conferencingThis analysis explores how AI is fundamentally changing the value proposition of video conferencing systems. It advises IT leaders on reevaluating infrastructure requirements and developing new ROI frameworks that align with improved business outcomes enabled by AI-enhanced collaboration. | 5 key video conferencing trends to watch in 2026The article examines how AI assistants in video conferencing have evolved beyond basic transcription to become integral team members. It explores the top market trends for 2026, highlighting how AI will continue to transform collaborative work through intelligent video conferencing solutions. |
Workplace collaboration security concerns on the riseThis article highlights the growing urgency for security teams as collaboration platforms face increasing attacks and AI-related vulnerabilities. It examines how the convergence of expanded collaboration capabilities and sophisticated threats is creating new security challenges for organizations. |
The CX Reckoning of 2025: Why Agent Experience Decided What WorkedThis article examines how agent experience became the critical factor in determining successful CX implementations in 2025. It highlights how organizations that prioritized agent-centric design in their technology deployments achieved superior customer outcomes and operational efficiency. | Agentic orchestration, the next AI issue for CIOs to tackleMajor tech players including Salesforce, ServiceNow, and AWS are competing to provide comprehensive management solutions for enterprise AI agents. The article examines how CIOs must address the emerging challenge of orchestrating multiple AI agents across different business functions and systems. |
5 unexpected realities of deploying AI CX agentsDave Michels and NiCE VP Neeraj Verma reveal critical truths enterprises must confront when implementing AI agents in customer experience. The article provides practical insights into deployment challenges that organizations often overlook when transitioning to AI-powered customer service. | Data silos undermine CX insights; AI discovery tools can helpThis article explores how fragmented data systems hinder effective customer experience strategies and decision-making. It examines emerging AI-powered data discovery and semantic search tools that help CX teams transform unstructured data into actionable insights across previously disconnected systems. |
When discussing UC migration with prospects, map their existing workflows before presenting technical solutions. Identify 2-3 specific processes that cause friction in their current environment, then frame your solution around these tangible pain points. For example, ask how their teams handle customer escalations across different communication channels, noting gaps in their process. This approach shifts conversations from abstract platform comparisons to concrete operational improvements, allowing you to position your solution as addressing specific business challenges rather than merely offering superior technology. The resulting proposal will resonate more effectively with both technical and commercial decision-makers.
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