The UC and CX landscapes are experiencing significant transformation driven by AI advancement and evolving workplace dynamics. AI orchestration and agentic capabilities are rapidly maturing, with sophisticated automation now extending beyond contact centers into marketing and front-office functions. Meanwhile, compliance challenges persist as organizations navigate E911 regulations and governance frameworks in distributed work environments. Generational shifts are reshaping communication preferences and technology purchasing decisions, while inadequate audiovisual infrastructure is emerging as a critical barrier to productivity and wellbeing. The tension between innovation and regulatory compliance continues to challenge organizations, requiring balanced approaches that address both technological advancement and risk management in an increasingly hybrid workplace.
Navigating 911 compliance in the hybrid workplaceOrganizations are struggling to comply with 911 regulations in increasingly distributed work environments. This article provides essential guidance on minimizing risk and ensuring workforce safety through proper E911 implementation, addressing a critical compliance challenge that UC leaders must navigate in hybrid and remote work settings. | What’s Happening at Zoomtopia 2025: AI, Big Names, and a Customer-First FocusZoom’s upcoming flagship conference, Zoomtopia 2025, will showcase new AI features under the theme “for the people” on September 17-18. The event will highlight how businesses are rethinking work, connection, and collaboration in an AI-driven era, providing insights into Zoom’s strategic direction and upcoming platform enhancements. |
Gen Z communication reshapes UC buying decisionsThe entry of Gen Z into the workforce is transforming workplace communication and collaboration patterns, necessitating changes in how IT leaders purchase and deploy UC tools. Organizations must adapt their unified communications strategies to accommodate different generational preferences and work styles to maintain productivity and employee satisfaction. | Is Compliance Still a Barrier to Collaboration Tool Innovation?Regulatory compliance concerns continue to challenge organizations implementing innovative communication tools, creating tension between modernization efforts and risk management. As highlighted by Global Relay’s Adam Freeman, companies can successfully balance innovation with compliance by implementing appropriate governance frameworks and technology solutions that address regulatory requirements without sacrificing user experience. |
Diversified Survey: Workplace AV Tech is Falling Short, Impacting Productivity, Employee Well-BeingA recent Diversified survey reveals that inadequate workplace audiovisual technology is negatively affecting both productivity and employee well-being. The findings highlight the growing importance of high-quality collaboration tools in supporting effective teamwork and maintaining employee satisfaction in modern work environments, particularly as hybrid and remote work models become standard. |
Genesys updates contact center AI agent, orchestration toolsGenesys is enhancing its platform with AI orchestration and agentic interoperability capabilities, advancing its contact center solutions. These updates will enable more sophisticated AI agent management and workflow orchestration, positioning Genesys at the forefront of the evolving AI-powered customer experience landscape. | No Jitter Roll: Genesys Launches Agentic Copilot and Virtual AgentsGenesys has introduced agentic copilots and virtual agents to enhance contact center capabilities, while Adobe’s AI agents have become generally available and NiCE has completed its acquisition of Cognigy. These developments represent significant advancements in AI-powered customer experience solutions, providing organizations with more sophisticated tools for automating and enhancing customer interactions. |
Adobe releases AI marketing agents, orchestration platformAdobe has launched prefabricated AI marketing agents alongside an orchestration platform, with capabilities for users to create custom agents coming soon. This development significantly advances marketing automation capabilities, allowing organizations to deploy sophisticated AI-driven marketing workflows while maintaining control over their customer experience strategies. | AI Receptionist Workforce Expands by FiveFive new or updated AI-powered receptionists have entered the market, expanding options for companies looking to enhance front-office customer experiences. These digital receptionists represent the growing trend of automating initial customer touchpoints while maintaining personalized interactions, potentially transforming how organizations manage their reception and customer greeting functions. |
When presenting UC solutions, map specific platform capabilities to your prospect’s documented operational challenges rather than listing features. For example, instead of highlighting “presence indicators,” demonstrate how these reduce the 37 minutes per day the average knowledge worker spends attempting to reach colleagues. Ask targeted questions about current communication friction points, then quantify the productivity impact in terms meaningful to different stakeholders—time savings for operations directors, cost reduction for finance leaders, and employee satisfaction metrics for HR. This approach transforms technical discussions into business value conversations and positions you as a consultant addressing measurable business outcomes rather than simply a technology provider.
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