The UC and CX landscapes are undergoing a fundamental transformation driven by AI’s expanding role beyond simple automation to becoming an integral part of strategic business operations. Organizations are increasingly viewing AI as a solution to human productivity limitations, with a notable shift from passive monitoring tools to proactive, agentic systems that can recommend actions rather than just display metrics. Simultaneously, deployment flexibility remains crucial as vendors enhance hybrid options that balance cloud innovation with on-premises requirements. While technology advances rapidly, there’s growing recognition that successful implementation requires thoughtful integration with human expertise and well-designed processes, signaling a more mature, balanced approach to digital transformation in customer experience and workplace collaboration.
The Drumbeat for Digital Labor IntensifiesMicrosoft’s 2025 Work Trend Index Annual Report identifies human productivity as a limiting factor in business performance that AI can help transcend. This perspective signals a significant shift in how organizations view the relationship between human workers and AI-powered digital labor in the workplace. | Avaya Goes to Infinity and BeyondAvaya has launched the Avaya Infinity Platform, providing a modernization path for its contact center customers in enterprise and public sector. This strategic move offers a trajectory for organizations to modernize their contact centers while maintaining compatibility with existing investments. |
Partners Should Leverage Webex’s AI-Enabled PlatformCisco Webex is gaining momentum with help from partners like Gamma who are making the platform more accessible and channel-friendly. According to Gamma’s Business Director, Webex is becoming one of the most powerful UC platforms for partners seeking to differentiate their offerings with AI-enabled capabilities. | No Jitter Roll: GoTo Announces New Grasshopper CapabilitiesGoTo has expanded its Grasshopper small business phone system with new capabilities, while Vodafone and ServiceNow have formed a partnership focused on CX automation. These developments highlight ongoing innovation in the UCaaS space aimed at improving communication capabilities for businesses of various sizes. |
Avaya’s Infinity rollout bolsters cloud, on-prem optionsFollowing its acquisition of Edify CCaaS, Avaya is expanding hybrid cloud options for its customers through the Infinity rollout. This development gives organizations more flexibility in their contact center deployment models, allowing them to balance cloud innovation with on-premises requirements. | Google Tells Remote Staff to Show Up 3 Days a Week or Risk Their Jobs in RTO PushGoogle is mandating that remote employees transition to a hybrid work model requiring three days in the office per week or potentially face termination. This aggressive return-to-office policy from a tech industry leader signals potential shifts in workplace flexibility trends that could influence collaboration technology adoption and usage patterns. |
The Rise of CX Observability in Service MonitoringCX Observability products are emerging as critical tools for monitoring end-to-end customer experience across networks, interactions, and agents. These solutions enable organizations to quickly identify and address service issues, providing a more holistic view of customer experience than traditional monitoring approaches. | Utilizing Communication Displays For Positive Employee Experience – UC Round TableCommunication displays including digital signage and real-time dashboards are emerging as powerful tools to enhance workplace transparency, engagement, and satisfaction. These visual systems help streamline critical information flow, support team alignment, and reinforce recognition culture, demonstrating how physical and digital collaboration tools can work together in modern workplaces. |
What Google Cloud’s CEO Thinks About the Future of the Call CenterGoogle Cloud’s CEO has shared insights on how AI and cloud technologies are transforming traditional call centers into more intelligent customer experience hubs. The vision highlights how generative AI and advanced analytics will fundamentally change agent capabilities and customer self-service options in the near future. | Your Dashboard Is Outdated: Welcome to the Agentic AI EraTraditional dashboards are being replaced by agentic AI systems that can proactively analyze customer data and recommend actions rather than just displaying metrics. This shift represents a fundamental change in how organizations monitor and respond to customer experience insights, moving from passive reporting to active intelligence. |
Why AI Alone Won’t Solve Your Customer Service ChallengesDespite the hype around AI in customer service, organizations are finding that technology alone cannot address fundamental service challenges without proper strategy and human oversight. The article emphasizes the importance of balancing AI capabilities with human expertise and well-designed processes to truly transform customer experiences. | The Predictive Analytics Playbook for CX LeadersCX leaders are leveraging predictive analytics to anticipate customer needs and proactively address potential issues before they impact satisfaction. This strategic approach helps organizations move from reactive to proactive customer experience management, identifying patterns and trends that can inform more personalized interactions. |
When presenting UC or CX solutions, avoid overwhelming prospects with technical features. Instead, identify and focus on their top three operational challenges. For example, if they mention poor customer satisfaction scores, probe specifically about first-call resolution rates or agent turnover. This targeted approach allows you to position your solution as addressing measurable business outcomes rather than just technical requirements. During discovery, ask: “If we could improve [specific metric] by [realistic percentage], what would that mean for your department’s performance targets?” This frames your solution in terms of the prospect’s success metrics and creates a compelling business case that resonates with decision-makers beyond the technical team.
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