The UC and CX landscapes are experiencing a profound transformation driven by AI’s evolution from assistive to agentic capabilities, particularly in collaboration spaces and customer support operations. Meeting room technology is undergoing a revolution as AI simplifies traditionally complex systems, while organizations increasingly leverage UC analytics to optimize hybrid work strategies and validate RTO initiatives. Simultaneously, the customer experience sector is witnessing significant market consolidation as established players secure strategic investments to accelerate AI platform development. Security concerns are emerging as a critical counterbalance to this innovation wave, with organizations needing to carefully manage the expanded access permissions of autonomous AI systems while addressing sophisticated collaboration-based security threats.
How to integrate your phone system with Microsoft TeamsOrganizations looking to migrate their existing phone systems into Microsoft Teams must carefully select the right telephony architecture based on their specific business requirements. The article outlines the various integration options and considerations for enterprises seeking to consolidate their communications within the Teams environment, providing practical guidance for UC decision-makers. | 3 ways UC offers the RTO analytics you needUnified communications analytics tools provide valuable data that can help organizations validate and optimize their return-to-office initiatives. The article explains three specific ways UC platforms can deliver insights into workspace utilization, collaboration patterns, and employee engagement metrics that inform more effective RTO strategies. |
The Meeting Room Revolution: How AI is Transforming Corporate Collaboration from the Ground UpInfoComm 2023 showcased a fundamental shift in meeting room technology, with AI now transforming traditionally complex AV systems into intuitive, intelligent collaboration spaces. IT leaders can expect simplified management and enhanced user experiences as AI capabilities address longstanding pain points in corporate meeting environments, representing a significant evolution in workplace collaboration technology. | What is Zoom Tasks and What Can it Do for Enterprises?Zoom Tasks represents a key component of the company’s agentic AI roadmap, moving beyond traditional task management to demonstrate Zoom’s expansion beyond video conferencing. Introduced in March 2025, this new capability signals Zoom’s strategic direction toward becoming a comprehensive collaboration platform with AI-powered productivity features designed for enterprise workflows. |
Fake Zoom Invite Scam Exploits Urgency to Steal Credentials: What IT and Security Leaders Need to KnowA sophisticated phishing campaign is targeting enterprises by exploiting the common frustration of being dropped from Zoom calls to steal login credentials. According to Cofense’s Phishing Defense Center, the attack uses urgency and convincing visuals to trick users, highlighting a growing security threat that IT leaders must address through awareness training and enhanced security protocols. | Diversified Survey: Workplace AV Tech is Falling Short, Impacting Productivity, Employee Well-BeingA new survey by Diversified reveals that inadequate workplace audiovisual technology is negatively affecting both productivity and employee well-being in modern work environments. The findings emphasize the growing importance of high-quality collaboration tools in supporting effective teamwork and maintaining employee satisfaction, particularly in hybrid work settings. |
Genesys Secures $1.5B Investment From Salesforce & ServiceNowGenesys has received a substantial $1.5 billion investment from major enterprise software players Salesforce and ServiceNow. This strategic funding signals significant industry consolidation in the customer experience space and positions Genesys to accelerate its AI-driven CX platform development while creating stronger integration pathways between these enterprise software ecosystems. | Four Years In, Zoom Contact Center Stands with CCaaS LeadersZoom’s Contact Center solution has matured to compete directly with established CCaaS leaders, as demonstrated by ProAssurance’s successful implementation. The case study highlights how Zoom’s AI-powered contact center is winning enterprise customers through its simplicity and seamless ServiceNow integration, marking a significant evolution in Zoom’s expansion beyond its core video conferencing offerings. |
Agentic AI and the Future of Customer Support: What CX Leaders Need to KnowThe emergence of agentic AI represents a transformative shift for customer support operations, moving beyond simple chatbots to AI systems that can autonomously complete complex tasks. CX leaders need to understand how these advanced AI agents can handle multi-step processes, make decisions, and potentially revolutionize support workflows while considering the implementation challenges and governance requirements. | Think Hard About Securing the Agentic AI FutureAI agents present significant security risks due to the rapid pace of technology development creating security vulnerabilities in systems with extensive access permissions. The article emphasizes the importance of slowing implementation to thoroughly review what AI agents can access, highlighting a critical consideration for organizations deploying autonomous AI solutions in customer experience environments. |
When discussing platform migration with prospects, focus on identifying the ‘hidden costs’ of their current solution rather than leading with your platform’s features. Ask targeted questions about maintenance overheads, integration challenges, and productivity impacts from their existing systems. Document these costs quantitatively where possible—for example, “How many IT hours per month are spent managing telephony issues?” This approach shifts the conversation from price comparison to business value, positioning your UC solution as an investment rather than an expense. It also reveals critical implementation priorities that will strengthen your proposal and accelerate stakeholder buy-in during later stages.
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