The UC and CX landscapes are undergoing a fundamental transformation driven by AI integration across all communication touchpoints. Workplace technology inadequacies are increasingly recognized as barriers to productivity and wellbeing, prompting organizations to reevaluate their collaboration infrastructure. Total Experience strategies are emerging as critical counters to declining CX quality, with companies seeking holistic approaches that unify employee and customer journeys. Most significantly, agentic AI is rapidly evolving from concept to implementation, with sophisticated governance frameworks enabling organizations to deploy AI agents that can handle complex interactions while maintaining appropriate controls. This shift toward AI-augmented communication is no longer theoretical—with one in five knowledge workers already using AI daily and reporting tangible productivity benefits, we’re witnessing the practical mainstreaming of AI across the unified communications ecosystem.
Webex calling vs. Teams calling: Compare the telephony toolsThis comparative analysis of Cisco Webex Calling and Microsoft Teams Phone highlights key differences in integrated services and management capabilities despite their similarities. The comparison provides valuable insights for organizations evaluating enterprise telephony options within their unified communications strategy. | How UC can support the return to officeThis article examines how unified communications features that enabled remote work can be leveraged to encourage employees back to the office. It explores how UC technologies can enhance in-office collaboration experiences, providing IT leaders with strategies to support hybrid work models through technology optimization. |
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. The findings highlight the critical importance of investing in quality UC infrastructure as organizations continue to adapt their workspaces to support hybrid collaboration models. | No Jitter Roll: AVOXI, Talkdesk and 8×8 Launch Products for the Contact CenterThis industry roundup highlights new contact center offerings from AVOXI, Talkdesk, and 8×8, along with Mitel’s emergence from financial restructuring and the Linux Foundation taking over a key AI Agent project. These developments reflect the ongoing innovation in contact center technology and the increasing focus on AI capabilities within customer experience platforms. |
Zoom CEO Says Work-Life Balance Is a Myth – But AI Could Flip the ScriptZoom CEO Eric Yuan stated that work-life balance is a myth while suggesting AI could transform this dynamic in the future. His perspective offers insight into how collaboration technology leaders view the relationship between productivity tools, artificial intelligence, and workplace culture as the boundaries between professional and personal life continue to blur. | Smart Meetings: How AI Meeting Room Technology WorksThis article explores how AI-powered meeting room technology is addressing the persistent challenge of unproductive and inefficient meetings. It details the practical applications of artificial intelligence in enhancing meeting experiences, from automated transcription to intelligent space utilization, providing collaboration leaders with insights into next-generation meeting solutions. |
Slack Workforce Lab Report Finds 1 in 5 Desk Workers Use AI DailyAccording to Slack’s Workforce Lab Report, 20% of desk workers are now using AI tools daily, with the greatest benefits coming from integrating AI into daily workflows. The research indicates that consistent AI users report improved focus and productivity, providing valuable data on the real-world impact of AI adoption in collaborative work environments. | CX Quality Is Falling—Forrester Says Total Experience Can Fix ItForrester research indicates that customer experience quality is declining, with Total Experience (TX) strategies proposed as the solution. The analysis suggests organizations need to integrate employee, customer, user, and multi-experience approaches to reverse this trend and deliver more consistent, high-quality interactions across all touchpoints. |
Genesys Cloud AI Studio Builds a Foundation for Agentic AIGenesys has launched Cloud AI Studio, a platform enabling enterprises to build, manage, and scale AI with embedded guardrails, permissions, and privacy controls. This new foundation for agentic AI represents a significant advancement in how contact centers can deploy AI solutions while maintaining governance and trust elements. | Genesys Cloud AI Studio enables generative AI agentsGenesys has released its Cloud AI Studio platform that enables organizations to create custom generative AI agents for customer service applications. This development represents a major step forward in allowing contact centers to deploy tailored AI solutions that can handle complex customer interactions while maintaining brand consistency. |
Intuit Gets Conversational: AI Agents Tackle CRM, Finance and CX TasksIntuit has introduced conversational AI agents that can handle complex CRM, finance, and customer experience tasks across its product portfolio. This implementation demonstrates how AI agents can be effectively deployed to streamline operations while improving customer service capabilities in financial services applications. | How to Use AI to Actually Reduce Customer EffortThis article explores practical approaches for implementing AI to meaningfully reduce customer effort in service interactions. It provides actionable insights for CX leaders on how to deploy AI solutions that simplify customer journeys rather than adding complexity, focusing on tangible customer experience improvements. |
When selling complex UC or CX solutions, don’t rush to present technical capabilities. Instead, map the customer’s current communication workflows first, identifying specific inefficiencies and their business impact. Ask targeted questions about process bottlenecks, integration challenges and user adoption issues. This approach transforms your discovery from technical specifications to business outcomes, positioning you to recommend solutions that address quantifiable problems. Remember that different stakeholders measure value differently—IT directors may prioritise simplified management, while operations leaders focus on productivity metrics. Tailoring your value proposition to each decision-maker’s specific concerns significantly strengthens your position against competitors who lead with features rather than outcomes.
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