The UC and CX landscapes are undergoing a significant transformation driven by the democratization of AI capabilities across platforms, with vendors rapidly expanding accessibility of these tools beyond enterprise-tier customers. This shift is creating both opportunities and challenges as organizations navigate the “infinite workday” phenomenon, where digital collaboration tools simultaneously enhance productivity and risk communication overload. Analytics has emerged as a critical component for optimizing system performance and user experience, while concrete evidence now validates AI’s positive impact on customer experience outcomes. The industry is moving toward standardized frameworks for AI agent interactions and emphasizing metrics focused on customer value delivery speed rather than traditional measurements. For decision-makers, the priority has shifted from merely implementing communications technology to strategically leveraging AI-enhanced systems that balance collaboration benefits with employee wellbeing.
No Jitter Roll: Zoom Releases New AI Companion Capabilities and Add-on AvailabilityZoom has expanded its AI Companion capabilities with new features and made them available as add-ons for more subscription tiers, increasing accessibility to AI-powered productivity tools. The update represents Zoom’s continued investment in AI-enhanced communications, allowing more organizations to benefit from features like meeting summaries, chat composition, and intelligent automation within their unified communications environment. | Webex calling vs. Teams calling: Compare the telephony toolsThis comparative analysis examines the key differences between Cisco Webex Calling and Microsoft Teams Phone, highlighting distinctions in integrated services and management approaches. The article provides valuable insights for UC decision-makers evaluating enterprise telephony options, detailing how each platform’s strengths align with different organizational requirements and existing technology ecosystems. |
The insights and benefits of unified communications analyticsOrganizations can gain valuable insights into network performance, collaboration activities, and security events through unified communications analytics tools. The article explores how UC analytics can help IT leaders optimize system performance, enhance user experience, and make data-driven decisions about communications infrastructure investments and configurations. | Understand and manage Apple Safari WebRTCApple’s implementation of WebRTC in Safari follows a more rigid approach compared to Chrome and Firefox, presenting unique considerations for UC professionals. The article explains that while Safari’s stricter WebRTC implementation may require additional configuration, it can actually provide benefits for security and reliability in browser-based real-time communications applications. |
Slack AI: From AI bots to Agentforce: The Ultimate GuideSlack has expanded its AI capabilities beyond the basic Slackbot, making its comprehensive Slack AI toolkit available to all paying customers rather than just Enterprise-level users as of April 2024. This significant democratization of AI features provides teams with advanced capabilities for knowledge management, conversation summarization, and workflow automation, potentially transforming how organizations collaborate within the Slack environment. | The “Infinite Workday” Means Collaboration Never EndsMicrosoft research reveals that workers are experiencing an “infinite workday” phenomenon, overwhelmed by endless emails and messages that force them to work longer hours to manage their communications load. This finding highlights a critical challenge for collaboration leaders: balancing the benefits of digital collaboration tools with their potential to create communication overload and work-life boundary erosion. |
Three New AI Tools from monday.com That Could Transform How You WorkMonday.com has launched three new AI tools – monday magic, monday vibe, and monday sidekick – as part of a strategic shift toward intelligent work execution beyond basic collaboration capabilities. These additions emphasize AI-generated workflows, low-code/no-code app development, and digital assistant functionality, representing monday.com’s evolution into a more comprehensive AI-powered work management platform. | No Jitter Roll: Zoom Releases New AI Companion Capabilities and Add-on AvailabilityZoom has expanded its AI Companion capabilities with new features and made them available as add-ons for more subscription tiers, increasing accessibility to AI-powered productivity tools. The update represents Zoom’s continued investment in AI-enhanced communications, allowing more organizations to benefit from features like meeting summaries, chat composition, and intelligent automation within their unified communications environment. |
Genesys Cloud AI Studio enables generative AI agentsGenesys has launched Cloud AI Studio, a platform that enables organizations to create custom generative AI agents for customer service applications. This significant development allows businesses to deploy tailored AI solutions that can handle complex customer interactions, potentially transforming how contact centers operate by combining the power of generative AI with Genesys’ established CX infrastructure. | We Have Proof AI Is Improving CXThis article presents concrete evidence that AI implementations are delivering measurable improvements in customer experience outcomes, focusing on business-level results rather than traditional metrics. The analysis showcases real-world examples where AI has positively impacted customer satisfaction, resolution rates, and operational efficiency, providing valuable validation for CX leaders considering AI investments. |
How Model Context Protocol Boosts AI Agent WorkflowsThe Model Context Protocol (MCP) introduces a standardized framework that enhances how AI agents access tools and resources, accelerating their transformation into effective digital labor platforms. This protocol enables more context-rich interactions between AI systems and enterprise resources, potentially improving the capabilities and efficiency of AI-powered customer service and operational workflows. | Speed to Value Is the CX Metric That Actually MattersThis article argues that ‘speed to value’ should be the primary metric for measuring customer experience effectiveness, focusing on how quickly customers can achieve their desired outcomes. The perspective challenges traditional CX metrics by emphasizing the importance of reducing customer effort and time investment, providing CX leaders with a potentially more impactful framework for evaluating and designing customer journeys. |
When presenting UC or CX solutions, avoid the common trap of feature-dumping. Instead, map specific capabilities to the customer’s operational challenges. For example, rather than highlighting “advanced analytics”, demonstrate how these tools can reduce their average resolution time by quantifiable metrics. Before technical demonstrations, prepare by asking the operations team about their three most persistent communication bottlenecks. This approach positions you as a problem-solver rather than a product-pusher, and creates natural openings to discuss implementation timelines and ROI calculations. Remember that technical decision-makers often need ammunition to justify investments to financial stakeholders—provide them with compelling, organisation-specific evidence.
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