The UC and CX landscapes are undergoing significant transformation driven by strategic AI integration and evolving compliance considerations. Organizations are increasingly focused on outcome-based AI implementation rather than technology-first approaches, with agentic AI emerging as a transformative force in both customer service and unified communications. Cross-platform AI governance and orchestration are becoming critical as enterprises seek to manage AI solutions cohesively across environments. Meanwhile, data sovereignty concerns continue to shape UCaaS deployment strategies as global regulations expand. These developments are occurring alongside a broader enterprise push toward platform consolidation, as organizations seek to eliminate fragmented collaboration environments in favor of unified, streamlined communication ecosystems that enhance both customer and employee experiences.
Assessing the value of agentic AI in unified communicationsThe article advises IT leaders to carefully evaluate business outcomes before implementing agentic AI in unified communications environments. It emphasizes the importance of identifying specific use cases where AI agents can deliver measurable value, cautioning against technology-first approaches and providing a framework for UC leaders to assess AI investments based on tangible business impact. | Navigating UCaaS data sovereignty challengesAs data sovereignty regulations continue to expand globally, organizations must strategically plan their UCaaS deployments to ensure compliance with regional data protection requirements. The article provides guidance on addressing these challenges, highlighting the importance of understanding data residency implications when implementing cloud-based communication solutions across different geographic regions. |
Ford’s Big Bet on Microsoft Teams – and the Risks Behind a 170,000-User MigrationFord has completed a massive migration of nearly 170,000 employees to Microsoft Teams, consolidating its previously fragmented collaboration environment. This strategic move aims to eliminate the disparate tools used across different departments, creating a unified collaboration platform that streamlines communication across the automotive giant’s global operations. |
Five9 AI products create cycle of CX, EX improvementFive9 has launched Genius Routing and Agentic Quality Management solutions that work together to create a self-optimizing AI ecosystem for contact centers. These innovations aim to simultaneously improve customer experience through intelligent routing while enhancing employee experience through automated quality management, representing a significant advancement in how AI can create continuous improvement cycles in customer service operations. | Five9 Launches Genius AI Updates to Scale Customer ExperienceFive9 has expanded its Genius AI platform with new capabilities designed to scale and enhance customer experience delivery. The updates focus on intelligent routing and quality management solutions that leverage AI to optimize both customer interactions and agent performance, positioning Five9 as a leader in the AI-driven transformation of contact center operations. |
ServiceNow-Microsoft integrate for AI agent controlServiceNow and Microsoft have announced a strategic integration focused on cross-platform AI agent orchestration and governance. This collaboration addresses a critical need in the enterprise AI landscape by enabling organizations to manage AI agents across multiple platforms with consistent governance, potentially simplifying the deployment and management of AI solutions across Microsoft and ServiceNow environments. | Early adopters of agentic AI for customer service offer adviceTwo successful early adopters of Salesforce’s agentic AI have shared valuable implementation insights from their customer service deployments. Their experiences highlight how organizations are adapting agentic AI to specific business requirements, providing practical guidance for CX leaders considering similar implementations and demonstrating the real-world applications of this emerging technology in customer service environments. |
When discussing platform migration with prospects, focus your discovery on identifying hidden operational inefficiencies, not just technical requirements. Ask targeted questions about their current communication workflows that cause the most friction for users and IT teams. Document specific examples of how these pain points impact productivity, customer satisfaction and revenue. This approach shifts the conversation from a technical comparison to a business transformation discussion, allowing you to position your solution against measurable operational improvements rather than feature checklists. It also helps uncover additional requirements that prospects may not have initially considered, expanding both the scope and value of your proposal.
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