The UC and CX landscape is experiencing a recalibration in AI implementation strategies, with organizations shifting from replacement-focused approaches to augmentation models that enhance human capabilities rather than eliminate roles. This pragmatic turn follows widespread challenges in AI integration, with many early adopters having to scale back ambitious automation initiatives. Simultaneously, the industry is confronting data quality as the foundational requirement for effective AI deployment, with inadequate information management undermining even sophisticated solutions. As enterprises navigate these complexities, we’re seeing increased investment in governed AI agents with appropriate controls, particularly in customer service applications where the balance between automation and human expertise remains crucial for success in global markets.
How RCS business messaging transforms communicationRich Communication Services (RCS) is creating new opportunities for businesses to enhance customer and partner communications beyond traditional messaging. This development has significant implications for UC strategies, requiring organizations to consider how RCS integration aligns with their broader unified communications approach. | 8×8 rolls out features geared toward global markets8×8 has introduced new features specifically designed for international markets, reflecting the company’s strategic shift toward global revenue growth. These technology upgrades demonstrate how UC providers are adapting their offerings to meet the needs of multinational enterprises. |
Companies challenged by incorporating AI into workflowsEnterprises are struggling with AI integration decisions, particularly whether to develop in-house capabilities or rely on cloud-based solutions. This challenge highlights the complexity of implementing AI for productivity gains and the strategic decisions organizations face when modernizing their workflows. | A step back on generative AI rollouts delivers lessonsCompTIA research reveals that most companies attempting to replace human work with AI have had to backtrack, either redeploying or completely removing the technology. This finding provides valuable insights for UC and CX leaders on the current limitations of AI and the importance of realistic implementation strategies. |
Diversified Survey: Workplace AV Tech is Falling Short, Impacting Productivity, Employee Well-BeingA recent survey by Diversified reveals that inadequate audiovisual technology in workplaces is negatively affecting both productivity and employee well-being. This finding underscores the importance of investing in quality collaboration tools as organizations continue to support hybrid work environments. | Microsoft bets on human-agent team collaborationAt Microsoft Ignite, executives outlined a future where AI agents take on specialized roles to enhance team collaboration rather than replace human workers. This strategic direction demonstrates Microsoft’s vision for integrating AI into workplace collaboration while maintaining the value of human expertise. |
Why single source of truth matters for AI-powered CXA real-world customer service failure illustrates the critical importance of data quality and management for AI-powered customer experience initiatives. This case study emphasizes how poor data maintenance can undermine even the most sophisticated AI implementations, providing a cautionary tale for CX leaders. | GetVocal Raises $26M Series A to Scale Governed AI AgentsGetVocal has secured $26 million in Series A funding to expand its governed AI agent platform for customer experience applications. This investment highlights the growing market for AI agents with appropriate governance controls, addressing a key concern for enterprises implementing conversational AI. |
AWS loads Amazon Connect with customer service AI agentsAWS has introduced AI agents to Amazon Connect, enhancing its contact center platform with advanced automation capabilities. This significant update positions AWS as a major competitor in the AI-powered customer service space, offering enterprises new tools to streamline customer interactions. | Early adopters of agentic AI for customer service offer adviceTwo successful early adopters of Salesforce’s agentic AI share insights on how they’ve adapted the technology to meet specific customer service business needs. These real-world implementations provide valuable guidance for organizations planning their own AI agent deployments in customer service environments. |
Toyota’s plan for contact center AI deploymentToyota is implementing AI in its contact centers with the explicit goal of enhancing agent capabilities rather than reducing headcount. This approach provides a valuable case study for CX leaders on how major enterprises are balancing AI implementation with employee experience and customer service quality. | Sendbird’s Delight.ai can personalize the customer journeySendbird has launched Delight.ai, a solution that integrates with back-end systems to enable personalized customer journeys. This technology addresses the growing demand for tailored customer experiences that improve satisfaction while maintaining operational efficiency. |
When presenting UC solutions, map your discovery questions to specific operational metrics your prospect already measures. For example, rather than asking generally about collaboration challenges, enquire about current meeting start delays, time spent switching between applications, or quantifiable productivity impacts of their existing tools. This approach transforms abstract pain points into concrete business cases with measurable outcomes. It also positions you to present ROI calculations using the prospect’s own performance indicators, making your proposal more compelling to financial decision-makers who may not fully appreciate the technical advantages of your solution.
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