The UC and CX landscapes are undergoing significant transformation driven by strategic data capabilities and AI integration. Organizations are increasingly recognizing inadequate technology infrastructure as a direct threat to productivity and employee well-being, prompting renewed investment in mission-critical collaboration tools. Meeting room technologies have evolved from conveniences to essential business infrastructure, with proactive management becoming paramount. Meanwhile, the industry is witnessing a fundamental shift in how AI delivers value—moving from generic productivity promises to business-outcome alignment and autonomous task execution. This evolution extends to CX models, where traditional contact center frameworks are being challenged by more flexible engagement approaches that accommodate diverse interaction patterns and hybrid work environments.
What Salesforce’s Acquisition of Informatica Could Mean for UCSalesforce’s $8 billion acquisition of data management platform Informatica represents a strategic move to enhance its AI capabilities, particularly for its next-generation AI agents. This acquisition could significantly impact the UC industry by enabling more sophisticated data-driven communications experiences and accelerating AI integration across customer engagement platforms. | Microsoft Teams Integrations vs Teams Phone – What’s the Best Fit for Business Calling?As Microsoft Teams continues to grow as a collaboration hub, organizations are evaluating whether to use native Teams Phone capabilities or third-party integrations for their business calling needs. The article examines the strengths and limitations of each approach, providing guidance for IT leaders making critical decisions about their voice communications strategy. |
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. The findings highlight the growing importance of high-quality UC infrastructure in supporting hybrid work environments and suggest organizations need to prioritize AV investments to maintain competitive advantage. | LogMeIn Data Protection Suite: Examining the Protections GoTo and Acronis’ Partnership Brings MSPsGoTo and Acronis have formed a partnership to create the LogMeIn Data Protection Suite, offering enhanced security capabilities for LogMeIn Resolve. This collaboration aims to help MSPs manage the growing complexity of UC deployments by providing integrated endpoint management, protection, and recovery tools in a streamlined solution. |
Flawless Meetings, Every Time: The Key to Optimizing Microsoft Teams RoomsAs hybrid work becomes the default, Microsoft Teams Rooms have evolved from nice-to-have to mission-critical infrastructure. Martello’s Vantage DX platform enables IT leaders to proactively manage Teams Rooms performance, ensuring optimal user experiences and maximizing return on investment in these collaborative spaces. | PPDS & DisplayNote Introduce Philips ScreenShare for Wireless CollaborationPPDS and DisplayNote have partnered to launch Philips ScreenShare, a new wireless collaboration solution for meeting spaces. This technology enables seamless content sharing across devices, addressing the growing demand for flexible, intuitive collaboration tools that support hybrid work environments and diverse meeting scenarios. |
Salesforce + Informatica: A Data Power Play That Raises CX StakesSalesforce’s $8 billion acquisition of data management platform Informatica represents a strategic move to strengthen its data capabilities for CX applications. For CX service providers, this reinforces the critical importance of pairing fast data access with smart automation to deliver competitive customer experiences. | No Jitter Roll: Wildix Launches Embedded Agentic AI for UCaaSWildix has introduced embedded agentic AI capabilities for its UCaaS platform, representing a significant advancement in how AI can autonomously perform tasks within communications systems. The news also covers TELUS’s acquisition of Gerent and Five9’s release of a new CX report, indicating continued evolution in the AI-powered communications landscape. |
CIOs and the AI Productivity Gamble: Are IT Leaders Betting on the Wrong Metrics?AI investments frequently fail to deliver value when they aren’t tied to specific business outcomes, resulting in implementations that lack meaningful impact. The article highlights the importance of aligning AI initiatives with clear business goals rather than focusing solely on productivity metrics to ensure successful adoption and ROI. | Meet the Next New Thing in CX: Engagement WorkersSmall companies often employ non-traditional customer support roles that don’t fit into standard contact center models. This trend highlights the need for flexible communications technology solutions that can accommodate these ‘engagement workers’ who handle customer interactions outside traditional contact center environments. |
When discussing platform migration with prospects, avoid focusing solely on technical specifications. Instead, map their current communication workflows and identify specific friction points that impact productivity. Ask targeted questions about how decisions are made, what metrics matter to different departments, and where previous technology implementations have fallen short. This approach reveals the prospect’s true decision criteria beyond the RFP requirements. By documenting these insights and connecting them to your solution’s capabilities, you create a business case that resonates with both technical buyers and financial decision-makers, positioning your offering as a strategic investment rather than a commodity purchase.
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