The UC and CX landscapes are undergoing significant transformation driven by AI integration and evolving security requirements. Legacy communication systems are rapidly becoming obsolete as organizations recognize the substantial costs of inefficient communication infrastructure. AI capabilities are reshaping ROI calculations for collaboration technologies while simultaneously creating specialized roles rather than eliminating jobs in contact centers. Security concerns have intensified with the rise of collaboration platform attacks, further complicated by AI technologies. Meanwhile, enterprises implementing AI-powered customer experience solutions are encountering unexpected deployment challenges, even as investment in generative AI technologies—particularly for customer service applications—continues to accelerate. Organizations must now develop new evaluation frameworks that align technology investments with measurable business outcomes in this rapidly evolving environment.
How UCaaS solves the cost of poor communicationLegacy UC systems are increasingly inadequate for modern employee communication needs, leading to significant business costs. This article explains why migrating to UCaaS platforms is becoming essential for organizations looking to mitigate the financial and operational impacts of communication inefficiencies. | Workplace collaboration security concerns on the riseSecurity teams are facing increased urgency as collaboration platform attacks grow more frequent, with AI technologies further complicating the threat landscape. This trend is forcing organizations to reevaluate their security strategies for unified communications and collaboration tools that have become essential to workplace operations. |
Comparing Microsoft Teams free vs. paid plansIT leaders evaluating Microsoft Teams must carefully assess which collaboration features align with their organizational requirements before selecting between free or paid versions. This decision-making process requires understanding the specific limitations and capabilities of each licensing tier to ensure optimal deployment. | 5 key video conferencing trends to watch in 2026AI assistants in video conferencing have evolved beyond basic transcription to become integral team members, driving major market innovations. The article explores how artificial intelligence will shape the top video conferencing trends in 2026, transforming how virtual meetings are conducted and managed. |
AI rewrites ROI for next-generation video conferencingAs AI capabilities transform video conferencing systems, IT leaders must develop new ROI frameworks that align with improved business outcomes. This evolution requires reevaluating infrastructure investments and measuring success through metrics that capture the full value of AI-enhanced collaboration technologies. | Workplace collaboration security concerns on the riseSecurity teams are facing increased urgency as collaboration platform attacks grow more frequent, with AI technologies further complicating the threat landscape. This trend is forcing organizations to reevaluate their security strategies for unified communications and collaboration tools that have become essential to workplace operations. |
Comparing Microsoft Teams free vs. paid plansIT leaders evaluating Microsoft Teams must carefully assess which collaboration features align with their organizational requirements before selecting between free or paid versions. This decision-making process requires understanding the specific limitations and capabilities of each licensing tier to ensure optimal deployment. | How UCaaS solves the cost of poor communicationLegacy UC systems are increasingly inadequate for modern employee communication needs, leading to significant business costs. This article explains why migrating to UCaaS platforms is becoming essential for organizations looking to mitigate the financial and operational impacts of communication inefficiencies. |
AI creating new contact center jobs for agentsWhile AI is transforming contact centers, it’s creating new specialized roles rather than simply eliminating jobs. Contact center leaders must now consider the financial implications of workforce retooling and upskilling initiatives as AI implementation advances. | 5 unexpected realities of deploying AI CX agentsThis article explores critical truths enterprises must confront when implementing AI agents in customer experience environments. These insights from industry experts highlight the practical challenges that organizations often overlook during AI deployment in customer service operations. |
Zendesk Acquires Unleash for Generative AI, RAG Knowledge SearchZendesk’s acquisition of Unleash strengthens its generative AI capabilities with advanced RAG (Retrieval-Augmented Generation) knowledge search functionality. This strategic move enhances Zendesk’s ability to deliver more accurate, context-aware customer service solutions while addressing the growing demand for AI-powered knowledge management. | Menlo Ventures estimates $19 billion in Gen AI spend during 2025According to Menlo Ventures, AI assistant or ‘copilot’ spending will reach $8.4 billion, with customer service-specific AI solutions following closely behind. This forecast highlights the accelerating enterprise investment in generative AI technologies across various business functions. |
When engaging with prospects, focus on uncovering the hidden costs of their current communications infrastructure. Beyond licence fees, probe into productivity losses from system fragmentation, IT support overhead, and integration challenges. Ask targeted questions about how communication gaps affect specific business outcomes, such as customer retention or project delivery times. Document these findings with estimated financial impact where possible. This approach transforms your conversation from technical specifications to business outcomes, positioning your UC solution as an investment rather than an expense. It also helps you identify which stakeholders will be most motivated to champion change based on their specific operational pain points.
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