The UC and CX landscapes are undergoing significant transformation, with AI-powered automation emerging as the defining trend reshaping both sectors. Enterprise-grade AI agents are rapidly advancing beyond basic automation to handle complex end-to-end customer journeys without human intervention. Meanwhile, the hybrid work paradigm continues to drive innovation in communication technologies, with vendors enhancing solutions that seamlessly bridge in-office and remote experiences. Search functionality is becoming increasingly critical as organizations struggle with information fragmentation across multiple collaboration platforms. For UC and CX leaders, the strategic imperative is clear: prioritize solutions that leverage AI to enhance productivity while supporting flexible work models and providing unified access to organizational knowledge.
Webex calling vs. Teams calling: Compare the telephony toolsThis comparative analysis highlights key differences between Cisco Webex Calling and Microsoft Teams Phone, particularly regarding integrated services and management capabilities. The article provides UC decision-makers with critical insights for platform selection, emphasizing the distinct approaches these market leaders take to enterprise telephony integration. | How UC can support the return to officeThe article explores how unified communications features that enabled remote work can now be leveraged to encourage employees to return to physical offices. For UC leaders, this provides strategic insights into using communication technologies to create compelling in-office experiences that support hybrid work models while maintaining productivity and collaboration. |
Hybrid Work Trend Arises: The Impact on DECT Headset & the Role of Hybrid Wireless TechnologyThis article examines how the rise of hybrid work is influencing DECT headset technology and driving innovation in hybrid wireless solutions. For UC decision-makers, it highlights the growing importance of flexible audio endpoints that can seamlessly transition between office and remote environments while maintaining consistent call quality and user experience. |
Slack Enterprise Search: How to Use Slack AI SearchSlack has introduced Enterprise Search, an AI-powered feature designed to help users find information scattered across collaboration tools, emails, and documents. This advancement addresses a critical pain point for enterprise users by centralizing search capabilities across fragmented digital workspaces, potentially improving productivity and knowledge management. | The difference between Zoom Meetings and Zoom WebinarsThe article clarifies that attendee size and participation levels are the key differentiators between Zoom Meetings and Zoom Webinars, providing guidance on selecting the appropriate option based on engagement needs. For collaboration leaders, this comparison offers practical insights for optimizing virtual event strategies and ensuring the right platform is deployed for different use cases. |
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, addressing the growing demand for flexible, hardware-agnostic collaboration tools in hybrid workplaces. |
AI Agents Are All the Buzz at CCW and Cisco LiveCisco, Five9, and Talkdesk have announced new solutions focused on automating end-to-end customer experience journeys through AI agents. These announcements at CCW and Cisco Live highlight the industry’s shift toward more sophisticated AI implementations that can handle complex customer interactions without human intervention. | No Jitter Roll: Five9, Calabrio, and RingCentral Make Announcements at CCWMultiple companies including Five9, Calabrio, and RingCentral have released new products in customer experience and Agentic AI at Customer Contact Week (CCW). These announcements reflect the growing importance of AI-powered solutions in transforming contact center operations and enhancing customer service capabilities. |
Salesforce Marketing Cloud Next employs more agents, CDPSalesforce has overhauled its Marketing Cloud platform with agentic AI capabilities and enhanced Customer Data Platform integration. This significant update positions Salesforce at the forefront of marketing automation by enabling more sophisticated, AI-driven customer journeys and personalized experiences. | Qualtrics targets ‘action gap’ with new AI copilotQualtrics has launched Assist for CX, an AI copilot designed to help organizations act more quickly on customer feedback, with an Australian airline already using it to reduce insight processing times from months to hours. This tool addresses a critical challenge in CX by bridging the gap between collecting feedback and implementing actionable improvements. |
When discussing migration paths with clients, map your conversation to their operational calendar. Identify upcoming contract renewals, seasonal peaks or planned digital initiatives that could influence implementation timing. This contextual approach transforms a technical discussion into a strategic one, demonstrating how your UC solution can be sequenced to minimise disruption. Rather than asking generic questions about timelines, enquire about specific business events: “I notice your financial year-end is approaching—how would that impact your decision-making process?” This demonstrates commercial awareness and helps uncover genuine constraints or opportunities that might otherwise remain hidden until late in the sales cycle.
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