The UC and CX landscapes are experiencing a profound technological recalibration, with AI integration emerging as the defining industry catalyst. Organizations face mounting pressure to upgrade audiovisual and communication infrastructure as inadequate technology increasingly impacts productivity and employee well-being in hybrid environments. Emergency communications are undergoing a transformative shift to IP-based systems, while wireless collaboration solutions continue to evolve to support flexible work arrangements. Simultaneously, the customer experience realm is witnessing the strategic expansion of AI capabilities beyond traditional contact centers into field service operations and proactive service models. This evolution highlights a critical industry-wide challenge: balancing autonomous AI functionality with meaningful human touchpoints to create optimal experiences while addressing the growing perception gap between service delivery and customer expectations.
Companies prep for NG911 implementation but hurdles remainEnterprise Connect featured its first panel on Next Generation 911 implementation, highlighting the transition to IP-based emergency calls. This shift will provide first responders with critical information, representing a significant advancement in emergency communications infrastructure. | Diversified Survey: Workplace AV Tech is Falling Short, Impacting Productivity, Employee Well-BeingA survey by Diversified reveals that inadequate workplace audiovisual technology is negatively affecting both productivity and employee well-being. The findings underscore the critical importance of investing in high-quality UC infrastructure to support hybrid work environments and maintain operational efficiency. |
Hybrid Work Trend Arises: The Impact on DECT Headset & the Role of Hybrid Wireless TechnologyThe article examines how hybrid work trends are influencing DECT headset technology and driving innovation in wireless solutions. For UC leaders, understanding these developments is essential for making informed decisions about communication hardware that supports flexible work arrangements. | Google Advances Workspace AI at Cloud NextGoogle has enhanced its Workspace platform with agentic AI, improved writing tools, and new audio and video capabilities. These advancements strengthen Google’s competitive position in the enterprise collaboration market and offer organizations more sophisticated AI-powered productivity tools. |
PPDS & DisplayNote Introduce Philips ScreenShare for Wireless CollaborationPPDS and DisplayNote have launched Philips ScreenShare, a new wireless collaboration solution for meeting spaces. This technology enables seamless content sharing across devices, addressing the growing need for flexible and efficient collaboration tools in hybrid work environments. | No Jitter Roll: 8×8 Announces New CX Platforms and Offerings8×8 has introduced new customer experience platforms and offerings, while CallRail has released Voice Assist and TELUS Digital has partnered with Zendesk for CX. These developments highlight the growing integration of AI-powered tools within contact center solutions to enhance customer service capabilities. |
How AI agents will reshape telecomsThe article argues that telecom operators must embrace autonomous AI agents to remain competitive in an increasingly challenging market landscape. This strategic shift represents a fundamental transformation in how telecommunications companies will operate and deliver services to customers in the future. | Where AI really fits into digital customer experience techAn interview with Calvin Cheng, partner at consultancy West Monroe, provides insights into how AI is being practically integrated into digital customer experience strategies. The discussion helps CX leaders understand the realistic applications and limitations of AI within their existing technology stacks. |
The importance of being proactive in customer serviceProactive customer service strategies can significantly increase customer engagement, though implementing the necessary tools may require substantial investment. The article examines the business case for shifting from reactive to proactive approaches in customer service operations. | How to address common customer service gapsThe article highlights the perception gap between businesses and customers regarding service quality deterioration. Understanding and addressing these disconnects is crucial for CX leaders seeking to align their service delivery with customer expectations and improve overall satisfaction. |
When presenting UC solutions, map your discovery questions to the customer’s existing workflows rather than technical requirements. Ask how teams currently collaborate across locations, what causes communication breakdowns, and which processes suffer from delays. This approach reveals the true business impact of their communication challenges. Document these workflow insights alongside technical needs, then demonstrate your solution by showing how it transforms these specific processes. This method shifts the conversation from features to measurable business outcomes, positions you as a workflow consultant rather than a technology vendor, and creates compelling ROI narratives that resonate with both technical and commercial decision-makers.
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