CloudBoost Weekly UC & CX Highlights

This analysis highlights a critical but often overlooked factor in the AI-driven enterprise: voice quality. The article argues that despite advancements in AI capabilities, poor audio quality undermines the effectiveness of voice transcription, analysis, and AI assistants, emphasizing the need for organizations to prioritize voice infrastructure alongside AI investments.

Rising tariffs are significantly impacting UC hardware costs, forcing vendors to restructure supply chains and increase prices. In response, many IT buyers are accelerating their shift toward cloud-based communications software, highlighting how geopolitical factors are influencing UC deployment strategies and market dynamics.

Tata Communications’ Vivek Kar discusses the importance of building flexible, secure, and scalable communication environments that support diverse user needs in hybrid work settings. The interview emphasizes why multi-platform UC support has become business-critical, highlighting the need for seamless integration across communication tools to enhance collaboration effectiveness.

This article explores how unified communications analytics provides organizations with valuable insights into network performance, collaboration activities, and security events. By leveraging UC analytics, IT leaders can make data-driven decisions to optimize their communications infrastructure, improve user experience, and strengthen security posture.

Slack has made its AI translation and Enterprise Search features generally available, while also introducing a new pricing structure. These enhancements aim to improve cross-language collaboration and information discovery within the platform, addressing key productivity challenges in global workplaces.

Smartsheet has launched a significant platform update featuring intelligent automation, AI-driven insights, and infrastructure improvements. The work management platform positions these enhancements as practical solutions to real business challenges rather than just technology upgrades, demonstrating the evolution of AI in collaborative work management tools.

A new survey from Diversified reveals that inadequate AV technology in workplaces is negatively affecting both productivity and employee well-being. The findings highlight the growing importance of reliable, high-quality collaboration tools in supporting effective hybrid work environments and maintaining employee satisfaction.

Symity’s Giles Skiba offers insights on creating workplaces that employees want to visit, emphasizing soft encouragement over mandates. Drawing from 25 years of AV and collaboration experience, Skiba discusses how technology and workplace design can support effective collaboration while respecting employee preferences in the hybrid work era.

As AI becomes increasingly central to customer service operations, CX leaders must address the critical issue of AI hallucinations that can damage customer trust and brand reputation. This article provides essential guidance on preventing AI systems from generating false or misleading information when interacting with customers.

AWS has launched AgentCore for AI agent creation, while Vonage and AWS have partnered on voice-first agent development. The announcement highlights the growing emphasis on AI-powered customer service solutions and voice capabilities in the CX space.

This forward-looking analysis examines key call center metrics and evolving customer expectations for 2025. The article provides contact center leaders with data-driven insights to help shape strategic planning and technology investments for meeting future customer service demands.

Kurmi’s Product Manager Quang Le discusses the growing complexity of managing agent lifecycles in modern contact centers, highlighting challenges from seasonal spikes, platform fragmentation, and distributed team management. The interview explores emerging solutions to these operational challenges that impact contact center efficiency and customer experience.