The UC and CX landscapes are undergoing significant transformation as agentic AI emerges as a defining force, moving beyond simple automation to autonomous systems capable of complex decision-making and task execution across customer journeys. This evolution coincides with deeper integration between communication platforms and business systems, as evidenced by the growing convergence of collaboration tools with CRM functionality. Meanwhile, infrastructure challenges persist with organizations recognizing that inadequate AV technology directly impacts productivity and employee wellbeing in hybrid environments. The industry is responding with dual-technology approaches that enhance flexibility across work settings, while satellite communications expand to address connectivity gaps in remote areas. As these technologies mature, the balance between AI-driven efficiency and human touchpoints is being carefully recalibrated, with organizations increasingly recognizing that not all customer interactions require human intervention.
No Jitter Roll: Salesforce Integrates Slack into its CRMSalesforce has integrated Slack directly into its CRM platform, creating a more seamless workflow between communication and customer relationship management. Additionally, Theta Lake has released AI governance tools for UCaaS to help organizations address compliance and security challenges, which are major hurdles for AI deployments in communications. | Orange, Eutelsat expand LEO satellite partnershipOrange and Eutelsat have expanded their partnership to enhance access to low Earth orbit (LEO) satellite communications for enterprise and government customers. This multi-year agreement also supports mobile backhaul to meet growing global demand, potentially improving connectivity options for remote and underserved areas. |
Diversified Survey: Workplace AV Tech is Falling Short, Impacting Productivity, Employee Well-BeingA new survey by Diversified reveals that inadequate workplace audiovisual technology is negatively affecting both productivity and employee well-being. The findings highlight the growing importance of quality AV infrastructure in supporting effective communication and collaboration in modern work environments. | Yealink Introduces WH64 Hybrid DECT & Bluetooth Wireless HeadsetYealink has launched the WH64, a hybrid headset that combines DECT and Bluetooth wireless technologies for enhanced flexibility in communication environments. This dual-technology approach addresses the needs of hybrid workers who require reliable connectivity across different work settings and communication platforms. |
Smartsheet to Elevate Digital Transformation and Work Management for PwC ClientsPwC UK has formed a strategic partnership with Smartsheet, an AI-powered enterprise work management platform, to help large organizations better manage complex transformation programs. The collaboration, announced at Smartsheet Summit in London, will initially focus on UK public sector and financial services clients, providing them with enhanced digital transformation and work management capabilities. | PPDS & DisplayNote Introduce Philips ScreenShare for Wireless CollaborationPPDS and DisplayNote have partnered to launch Philips ScreenShare, a new wireless collaboration solution for meeting spaces. This technology enables seamless content sharing across devices, supporting the growing demand for flexible and intuitive collaboration tools in hybrid work environments. |
PegaWorld 2025: A Blueprint for Agentic AI in the EnterprisePegasystems unveiled its vision for agentic AI in enterprise settings at PegaWorld 2025, showcasing how autonomous AI agents can transform business automation and customer experience. The blueprint demonstrates how organizations can implement AI agents that can understand context, make decisions, and execute complex tasks across customer journeys and business processes. | The Customer Journey Doesn’t Always Require the Human TouchThis article challenges the critique that AI in customer experience will eliminate the human touch, arguing that not every customer interaction requires human attention. It provides a balanced perspective on where AI can effectively handle customer journeys while preserving human agents for more complex or emotionally sensitive interactions. |
Pegasystems expands agentic AI for business automationPegasystems has expanded its agentic AI capabilities for business automation, suggesting a shift beyond traditional prompting to more autonomous AI systems. This development signals a significant evolution in how AI can handle complex business processes and customer interactions with greater independence and contextual understanding. | HubSpot Launches First CRM Deep Research Connector to ChatGPTHubSpot has introduced the first CRM deep research connector to ChatGPT, enabling the AI to access and analyze customer data directly from the CRM system. This integration allows for more contextual and data-informed AI responses, potentially transforming how sales and service teams leverage customer data for personalized interactions. |
When discussing platform migration with prospects, map their current communication workflows before suggesting solutions. Ask targeted questions about existing inefficiencies, integration challenges and user adoption barriers. Document these pain points with quantifiable metrics where possible—such as time spent switching between applications or average response times. This approach demonstrates your consultative value, whilst building a compelling business case that resonates with both technical and commercial stakeholders. The resulting gap analysis becomes a powerful tool for justifying investment and establishing clear success criteria that extend beyond technical specifications to measurable business outcomes.
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