The UC and CX landscapes are undergoing profound transformation, with AI integration emerging as the dominant force reshaping both sectors. Daily AI usage has surged dramatically in workplace collaboration, while the contact center space is rapidly evolving from basic chatbots to sophisticated autonomous AI agents capable of handling complex interactions. Simultaneously, technology quality gaps are increasingly visible, with inadequate AV infrastructure hampering productivity and declining CX scores revealing disappointing technology implementations. Organizations face a critical inflection point: they must develop comprehensive AI integration strategies while ensuring their foundational communication technologies effectively support hybrid work models and meaningful customer engagement—or risk falling behind as the market accelerates toward AI-first operations.
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 assessment provides critical insights for UC decision-makers evaluating enterprise telephony options, particularly as organizations continue to optimize their communications infrastructure. | How UC can support the return to officeUnified Communications features that have enabled remote work can also be leveraged to enhance the in-office experience and potentially entice workers back to physical workplaces. This strategic perspective offers UC leaders insights on how to utilize their existing technology investments to support evolving workplace strategies and improve the employee experience. |
O2 boosts 4G, 5G network capacityO2 has announced significant mobile network upgrades across over 13,000 Scottish postcodes ahead of the summer holiday season. This infrastructure enhancement demonstrates the ongoing investment in mobile connectivity that underpins unified communications services, particularly for businesses with remote and mobile workforces. |
Slack Index Reveals 233% Surge in Daily AI Use – What This Means for IT LeadersSalesforce’s latest Slack Workforce Index shows a dramatic 233% increase in daily AI usage among desk workers over the past six months, with 60% actively using AI and 40% engaging with AI agents. This rapid adoption trend signals a fundamental shift in workplace collaboration, requiring IT leaders to develop comprehensive strategies for integrating AI into their collaboration ecosystems. | Diversified Survey: Workplace AV Tech is Falling Short, Impacting Productivity, Employee Well-BeingA new survey from Diversified reveals that inadequate workplace audiovisual technology is negatively affecting both productivity and employee well-being. This finding highlights the critical connection between collaboration technology quality and business outcomes, suggesting organizations need to reassess their AV infrastructure investments to support effective hybrid work. |
Yealink Launches MeetingBoard Pro to Elevate Meeting Equity and Team CollaborationYealink has introduced the MeetingBoard Pro, a new solution designed to improve meeting equity and enhance team collaboration experiences. This product launch reflects the ongoing innovation in meeting room technology aimed at creating more inclusive hybrid collaboration environments that better connect in-office and remote participants. |
Genesys Cloud AI Studio enables generative AI agentsGenesys has launched Cloud AI Studio, enabling organizations to create custom generative AI agents for customer service applications. This platform represents a significant advancement in the CCaaS space, allowing businesses to deploy tailored AI solutions that can potentially transform customer interactions and agent productivity. | Forrester’s Global CX Index Reports Continuing Downward CX TrendForrester’s latest Global CX Index reveals a continued decline in customer experience quality, attributed to disappointing technology implementations and increasing customer disengagement. This downward trend signals a critical warning for CX leaders to reassess their technology adoption strategies and focus on meaningful customer engagement initiatives. |
Beyond the Bot: NiCE Redefines Enterprise AI with Launch of Mpower AgentsNICE is pushing the market beyond digital transformation toward AI-first operations with its Mpower Agents, signaling a shift where AI is expected to take action rather than merely assist. This evolution represents a significant advancement in how enterprises will implement AI in customer experience workflows, moving from supportive tools to autonomous agents capable of handling complex interactions. | NiCE Debuts New CEO, Products and Celebrity Brand CampaignNICE has announced major organizational changes including a new CEO, the launch of a new product, and a celebrity-driven brand campaign featuring Kristen Bell. These strategic moves indicate NICE’s aggressive positioning in the competitive CX market and signal potential shifts in their product strategy and market approach. |
When discussing platform migration with prospects, create a detailed inventory of their current communication tools, including those used unofficially by teams. Ask specifically about shadow IT applications that departments may have adopted independently. This reveals the true scope of fragmentation and highlights potential compliance or security vulnerabilities. Armed with this comprehensive view, you can demonstrate how your unified solution addresses not only the obvious pain points but also resolves hidden inefficiencies and risks that the prospect may not have fully quantified—strengthening your value proposition beyond the initially stated requirements.
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