The UC and CX landscapes are experiencing significant tension between AI innovation and fundamental workplace needs. Organizations are discovering that despite substantial AI investments, employee disengagement persists, suggesting technology alone cannot solve core workplace challenges. Simultaneously, inadequate AV infrastructure is hampering productivity in hybrid environments, with experts debating whether vendors’ AI focus comes at the expense of essential functionality improvements. In the CX realm, while AI adoption accelerates, trust and transparency remain critical barriers to implementation success. The most effective implementations emphasize integration capabilities over raw AI power, with proper training and change management emerging as key differentiators for ROI. This highlights a broader industry shift toward balancing technological advancement with human-centered implementation strategies.
Comparing Microsoft Teams Rooms Basic vs. Pro licensesMicrosoft is transitioning away from its legacy licensing framework for Teams Rooms, introducing Basic and Pro options with distinct feature sets. The article provides a comprehensive comparison of these new licensing tiers, suggesting that larger organizations will likely opt for the Pro license to access advanced management and collaboration capabilities. | 6 key strategies to ensure 911 complianceThe article addresses the challenges of phone location tracking and 911 call routing in mobile and hybrid work environments. It outlines six essential strategies organizations should implement to ensure E911 compliance and protect employees during emergencies, emphasizing that compliance must be a core component of any phone system strategy. |
Workers Are Disengaged. AI Isn’t Helping.Recent research reveals high levels of employee disengagement that are not being offset by generative AI implementations as many organizations had hoped. The findings suggest that despite significant investments in AI productivity tools, organizations are still struggling with fundamental workplace engagement issues that technology alone cannot solve. | Diversified Survey: Workplace AV Tech is Falling Short, Impacting Productivity, Employee Well-BeingA new survey from Diversified reveals that inadequate workplace AV technology is significantly hampering productivity and negatively affecting employee well-being. The findings indicate that organizations need to prioritize AV infrastructure improvements to support effective collaboration and maintain competitive advantage in hybrid work environments. |
Focus on AV or AI? The Experts Debate.Industry experts David Danto and Kevin Kieller debate whether UC vendors’ intense focus on AI has helped or hurt the industry and end users. The discussion highlights concerns that core AV functionality improvements may be neglected as vendors prioritize AI features, potentially creating an imbalance in product development that impacts user experience. | AI and the Workplace in 2025: Can Technology Replace the Office?GoTo’s latest Pulse of Work in 2025 survey reveals that 51% of employees believe AI will eventually make physical offices obsolete. The article examines this prediction critically, exploring the evolving relationship between AI technologies and physical workspaces, and questioning whether technology can truly replace the collaborative benefits of in-person work environments. |
CX Leaders Bet on AI, Yet Trust and Transparency Remain the WildcardsWhile CX leaders are increasingly investing in AI technologies, concerns about trust and transparency continue to present significant challenges for widespread adoption. The article highlights how organizations must balance AI innovation with ethical considerations to maintain customer confidence in increasingly automated customer experiences. | Why AI Adoption and Training MatterThis article emphasizes how a well-planned AI adoption strategy that includes end-user training and change management significantly improves ROI for AI implementations in contact centers. The piece marks the beginning of a three-part series exploring the critical connection between proper AI implementation and measurable business outcomes. |
Integration Is Copilot’s Real Power, Not LLM ModelThe article argues that Microsoft Copilot’s true value lies in its ability to access and connect contextual user data across multiple systems rather than its underlying LLM capabilities. This integration-first approach enables Copilot to deliver more personalized and relevant assistance, making it a powerful productivity tool for enterprises. | No Jitter Roll: Talkdesk Integrates with HubSpot for Customer EngagementTalkdesk has launched a new integration with HubSpot to enhance customer engagement capabilities for contact centers. This partnership enables businesses to unify customer data across platforms, providing agents with comprehensive customer context for more personalized interactions. |
When demonstrating UC or CX platforms, focus on the specific business challenges your prospect mentioned during discovery rather than showcasing every feature. Prepare three tailored use cases that directly address their pain points, using their industry terminology and metrics. For example, if they struggle with customer resolution times, demonstrate how your solution’s intelligent routing and contextual information sharing reduces handle time. This targeted approach demonstrates your understanding of their business and positions your solution as a strategic investment rather than a technical purchase. It also helps stakeholders visualise implementation success in their specific environment.
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