Agentic AI has emerged as the transformative force across UC, collaboration, and CX landscapes, evolving from basic automation to strategic business enablers that augment rather than replace human capabilities. Organizations are pivoting toward connected workspaces and integrated experiences that seamlessly support hybrid work models, while traditional ROI frameworks are being redefined to capture productivity gains and enhanced collaboration outcomes. The market shows a clear shift from implementing isolated solutions to orchestrating complex ecosystems of AI agents, requiring new governance approaches. For CX specifically, AI maturity now means leveraging predictive insights and agent empowerment across omnichannel environments, establishing new benchmarks for customer engagement that balance automation with human expertise.
5 UC and collaboration trends reshaping the market in 2026Key UC trends driving strategic priorities in 2026 include agentic AI, connected workspaces, and security advancements designed to boost productivity and innovation. These developments are reshaping how organizations approach their communications infrastructure, with an increasing focus on integrated experiences that support hybrid work models. | How UCaaS solves the cost of poor communicationLegacy UC systems are proving inadequate for modern employee communication needs, with UCaaS emerging as the key solution to mitigate the costs of poor communication. The article quantifies the business impact of communication inefficiencies and demonstrates how cloud-based UC platforms provide the flexibility and integration capabilities needed for today’s distributed workforce. |
AI rewrites ROI for next-generation video conferencingAs AI drives the advancement of video conferencing systems, IT leaders must reevaluate infrastructure needs and develop new ROI frameworks aligned with improved business outcomes. This shift requires organizations to look beyond traditional cost metrics to measure the value of enhanced collaboration, productivity gains, and improved meeting experiences enabled by AI-powered video platforms. | 5 key video conferencing trends to watch in 2026AI assistants in video conferencing have evolved beyond basic transcription and summaries to become integral team members driving key market trends in 2026. The article explores how these AI capabilities are transforming meeting experiences, enabling more productive collaboration and creating new use cases for video technology across organizations. |
Woolworths to power Olive digital assistant with agentic AIAustralian retail giant Woolworths is implementing Google’s Gemini Enterprise for Customer Experience to transform its Olive chatbot into a proactive shopping assistant. This marks the first deployment of this technology in the Asia-Pacific region, signaling a significant advancement in how retailers are leveraging agentic AI to enhance customer experiences. | Agentic orchestration, the next AI issue for CIOs to tackleMajor tech providers including Salesforce, ServiceNow, and AWS are competing to manage enterprise AI agents, highlighting orchestration as the next critical challenge for CIOs. This development signals a shift from implementing individual AI solutions to managing complex ecosystems of AI agents, requiring new governance frameworks and integration strategies. |
2026 may be the year of human and AI agent collaborationAgentic AI is poised to transform contact centers by augmenting human agents rather than replacing them, leading to improved customer service delivery models. This collaborative approach represents a significant evolution in how organizations are implementing AI in customer service, focusing on enhancing agent capabilities rather than full automation. | What Really Defines AI-Mature Contact Centers in 2026The article outlines key characteristics that distinguish truly AI-mature contact centers in 2026, moving beyond basic automation to strategic implementation. These mature centers are leveraging AI for predictive customer insights, agent empowerment, and seamless omnichannel experiences, creating a new benchmark for CX leaders. |
When discussing platform migrations with prospects, avoid focusing solely on technical specifications. Instead, map each capability to specific operational challenges they’ve mentioned. For example, rather than highlighting “advanced call routing features,” demonstrate how these will address their specific complaint about customer call abandonment rates. This approach transforms the conversation from feature comparison to business outcome alignment. During discovery, document both the technical requirements and the underlying business problems they solve. This creates a dual-value proposition that resonates with both technical decision-makers and financial stakeholders, significantly strengthening your position against competitors offering similar technical solutions.
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