The UC and CX markets are experiencing significant convergence as customer engagement becomes a strategic priority for driving higher-value UC deployments. This shift is accompanied by the rapid evolution of AI from passive tools to agentic systems that autonomously handle complex tasks, transforming both internal collaboration and customer-facing operations. Organizations are increasingly prioritizing secure, compliant solutions that bridge on-premises infrastructure with cloud capabilities, while simultaneously addressing technology equity challenges in hybrid work environments. Quality audiovisual technology has become mission-critical, with inadequate implementations directly impacting productivity, employee well-being, and ultimately the customer experience. These trends collectively point to a market where integrated, AI-enhanced platforms that seamlessly connect internal collaboration with customer engagement will capture the highest value opportunities.
Big UC News From Microsoft, Cisco, WhatsApp and BT WholesaleMicrosoft has solidified its UC&C market dominance, now accounting for 45.6% of the global market with $31.5 billion in revenue, representing a 14% year-over-year increase. This significant market share expansion demonstrates Microsoft’s continued success in capturing enterprise communications spend and highlights the competitive pressure on other UC vendors to differentiate their offerings. | IDC: Customer Engagement Solutions Are a Pathway to High Value UC&C SeatsIDC research indicates that UC&C vendors can stabilize stagnant average revenue per user (ARPU) and gain market share by focusing on customer engagement solutions. This strategic shift highlights the growing convergence between unified communications and contact center technologies as organizations seek integrated platforms that connect internal collaboration with customer-facing communications. |
Avaya’s Infinity rollout bolsters cloud, on-prem optionsFollowing its acquisition of Edify CCaaS, Avaya has launched Infinity to provide customers with expanded hybrid cloud deployment options. This strategic move strengthens Avaya’s position in the contact center market by offering more flexible implementation models that bridge traditional on-premises systems with cloud capabilities. | How to Improve the Call Center Customer ExperienceEnhancing call center customer experience requires strategic implementation of technology, agent training, and process optimization. Organizations focusing on these improvements can significantly reduce customer frustration, increase first-call resolution rates, and build stronger customer relationships while reducing operational costs. |
AudioCodes Launches Meeting Insights On-Prem For Secure, AI-Driven CollaborationAudioCodes has introduced Meeting Insights On-Prem, an AI-driven enterprise solution for capturing and extracting value from meetings within a highly secure, on-premises environment. This offering addresses the growing demand for collaboration tools that maintain data sovereignty and meet strict compliance requirements, particularly in regulated industries where cloud-based solutions may present security concerns. | Diversified Survey: Workplace AV Tech is Falling Short, Impacting Productivity, Employee Well-BeingA new survey from Diversified reveals that inadequate workplace audiovisual technology is negatively affecting both productivity and employee well-being. These findings highlight the critical importance of investing in quality collaboration tools as organizations continue to navigate hybrid work environments, with potential implications for employee retention and operational efficiency. |
Hybrid meeting technology helps AV teams address equityAV teams are leveraging new hybrid meeting technologies to address the persistent challenge of creating equitable experiences for both remote and in-office participants. These solutions focus on solving video equity problems through innovations in camera technology, audio processing, and meeting room design that collectively work to create more inclusive collaboration environments. | PPDS & DisplayNote Introduce Philips ScreenShare for Wireless CollaborationPPDS and DisplayNote have partnered to launch Philips ScreenShare, enhancing wireless collaboration capabilities for meeting spaces. This solution addresses the growing demand for frictionless content sharing across devices and platforms, enabling more seamless collaboration experiences in hybrid meeting environments. |
Agentic AI: A New, Global Imperative for Customer Experience LeadersAgentic AI is emerging as a critical priority for CX leaders globally, representing the evolution from passive AI tools to proactive systems that can autonomously complete complex tasks. This shift has significant implications for how organizations design customer journeys and deploy AI-powered solutions to enhance service delivery and operational efficiency. | Verint Called – It Wants Its CallbacksVerint is enhancing the traditional callback solution with AI capabilities, moving beyond the original concept of virtual hold. This innovation aims to elevate customer experience by providing more intelligent queue management and creating a more sophisticated callback experience for contact centers. |
AI Receptionists Enter the Digital WorkforceAt least seven AI receptionist products have debuted since the beginning of the year, representing a significant trend in the emerging category of ‘digital labor.’ These solutions showcase how conversational AI is evolving to handle front-office tasks traditionally performed by humans, potentially transforming how organizations manage customer interactions and resource allocation. | Inside the AI Makeover of Digital Experience PlatformsDigital Experience Platforms (DXPs) are undergoing significant transformation through AI integration, enhancing personalization, content creation, and customer journey orchestration. This evolution is enabling organizations to deliver more contextual, responsive experiences while streamlining operations and providing deeper insights into customer behavior. |
When discussing platform migrations, avoid focusing solely on technical specifications. Instead, map each capability to specific operational challenges your prospect currently faces. Ask targeted questions about their existing workflows that struggle under their current solution, then demonstrate how your platform addresses these exact pain points. This approach shifts the conversation from abstract features to concrete business outcomes. Document these workflow improvements with estimated time savings or error reductions to build a compelling business case that resonates with both technical evaluators and financial decision-makers. The most successful UC/CX migrations are sold not on technology superiority but on measurable operational improvements.
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