The UC and CX landscapes are undergoing significant transformation as AI integration becomes a strategic imperative rather than optional enhancement. Collaboration platforms are evolving into primary delivery vehicles for enterprise AI capabilities, while workplace technology quality is increasingly recognized as critical for both productivity and employee wellbeing. In the customer experience realm, a nuanced approach to AI deployment is emerging, with data showing consumers prefer AI for speed but human agents for complex interactions—driving the development of sophisticated AI agent platforms with human oversight capabilities. Meanwhile, the rise of AI-powered search is creating new imperatives for content optimization beyond traditional SEO, requiring CX leaders to adapt their digital presence strategies accordingly.
Salesforce Raises Prices as Slack Becomes the Front Line of AI PushSalesforce is implementing a 6% price increase across its Enterprise and Unlimited editions while positioning Slack as the central component of its AI strategy. This strategic shift highlights how collaboration platforms are becoming critical delivery vehicles for AI capabilities in enterprise environments, with significant implications for organizations’ unified communications investments and strategies. | Webex calling vs. Teams calling: Compare the telephony toolsThis comparison between Cisco Webex Calling and Microsoft Teams Phone highlights key differences in integrated services and management capabilities despite their functional similarities. The analysis provides valuable insights for UC decision-makers evaluating enterprise telephony options, emphasizing the distinct approaches these market leaders take to cloud calling integration within their broader collaboration ecosystems. |
How UC can support the return to officeUnified Communications features that enabled remote work can also be leveraged to enhance the in-office experience and encourage employees to return to physical workspaces. This strategic perspective offers UC leaders insights on how to repurpose their communications infrastructure investments to support evolving workplace strategies, creating compelling office environments that complement rather than compete with remote work capabilities. | Diversified Survey: Workplace AV Tech is Falling Short, Impacting Productivity, Employee Well-BeingA survey by Diversified reveals that inadequate workplace audiovisual technology is negatively affecting both productivity and employee well-being. This finding underscores the critical importance of high-quality UC infrastructure in modern workplaces, suggesting that organizations need to reassess their AV technology investments to support effective collaboration and maintain employee satisfaction in hybrid work environments. |
Smart Meetings: How AI Meeting Room Technology WorksAI meeting room technology is emerging as a solution to the persistent challenge of unproductive and inefficient meetings that plague organizations worldwide. This advancement in collaboration technology uses artificial intelligence to enhance meeting experiences through automated transcription, intelligent participant tracking, and data-driven insights that can significantly improve meeting outcomes and productivity. | The Benefits of Teams Rooms Town Halls for Larger EventsMicrosoft Teams Rooms Town Halls, which replace the previous Live Events offering, provide enhanced capabilities for hosting professional broadcast-style events within the Teams ecosystem. This evolution in Teams’ large-meeting functionality offers organizations more sophisticated options for company-wide communications, featuring improved production quality and engagement features designed specifically for large-scale virtual gatherings. |
LG, DisplayNote Join Forces to Simplify Hybrid Meetings—For Everyone, Not Just ITLG Electronics has partnered with DisplayNote to bundle collaboration software pre-installed on LG’s Windows-based interactive displays and OPS devices. This integration aims to streamline hybrid meeting experiences for all users, not just IT professionals, by creating an intuitive, ready-to-use meeting solution that reduces technical barriers and simplifies the collaboration process in hybrid work environments. |
End Users Prefer People to AI Agents – Unless They’re in a HurrySinch’s research reveals that consumers generally prefer human agents over AI-powered bots except in situations where speed is the priority. This insight is crucial for CX leaders designing customer service journeys, suggesting a hybrid approach that balances AI efficiency with human touch points based on the customer’s specific needs and time constraints. | Infobip Debuts AI Agent PlatformInfobip has launched an AI Agent platform that integrates artificial intelligence into their customer experience offering, enabling AI to handle customer tasks with human-like capabilities while maintaining human oversight. This development represents a significant advancement in the CCaaS market, allowing organizations to deploy AI agents that can manage complex customer interactions while still providing the option for human intervention when needed. |
NiCE Launches CXone Mpower AI AgentsNICE has introduced CXone Mpower AI Agents, expanding their AI capabilities in the customer experience space alongside partnership expansions with AWS. This advancement in AI agent technology allows for more sophisticated automation of customer interactions, potentially transforming how contact centers operate by handling complex customer inquiries with greater autonomy and intelligence. | Adobe takes on AI search optimization with LLM OptimizerAdobe has launched LLM Optimizer, a tool designed to help marketers optimize content for generative AI search engines rather than traditional SEO. This innovation addresses the emerging challenge of visibility in AI-powered search results, providing CX leaders with new capabilities to ensure their content remains discoverable as search technology evolves beyond conventional keyword-based algorithms. |
When presenting UC or CX solutions, map each capability directly to the specific operational challenges your prospect has shared. Rather than discussing features broadly, ask targeted questions about their current pain points: “How does your existing system handle peak call volumes?” or “What happens when remote workers need to collaborate on sensitive documents?” This approach transforms generic demonstrations into tailored problem-solving sessions. Document these connections in your proposal, creating a clear line between each solution component and the business challenge it addresses. This precision helps stakeholders justify the investment internally and demonstrates you’ve genuinely understood their unique operational context.
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