UC&C customer engagement solutions may help vendors stabilize stagnant ARPU and gain share.

Since the beginning of the year, at least seven AI receptionist products debuted; they serve as use cases in the emerging category of “digital labor.”

NLX’s patented multimodal AI technology, Voice+, has been deployed by global brands, including United Airlines.

Also, Vodafone and ServiceNow partner for CX automation.

AI’s resource consumption is considerable. But there are ways to make it more sustainable by minimizing energy consumption and electronic waste.

Microsoft's 2025 Work Trend Index Annual Report centers human productivity as a limiting factor in improving business performance -- a limit AI can transcend.

CX Observability products allow organizations to monitor their end-to-end customer experience across networks, interactions and agents, and quickly act to maintain service.

By launching the Avaya Infinity Platform, the company provides a contact center modernization trajectory for its large enterprise and public sector customers.

Agentic AI could be the breakthrough everyone wants, but it’s limited by the rigid policies and systems in customer service.

Also, Quilr launches agentic AI ‘Service-as-Software’ platform.

We've got a workforce that knows AI will affect how they do their jobs. Now the real challenge is getting the kind of training that will make their new workflows more productive, not more frustrating.

Here’s what IT and workplace leaders need to know as AI shifts from tool to teammate.

Universal AI agents, operational management for AI, autonomous AI agent feedback are closer than you might think and may lead us to fully agentic AI-powered customer experiences.

Four customers discuss why they chose 8x8 as they moved from premises to cloud and how they’re looking at AI to drive CX value-adds.

Also, Zoom Tasks becomes available and Amazon releases Nova Sonic for AI voice.

With advancements to Workspace, including agentic AI, enhanced writing tools, and new audio and video capabilities, Google strengthens its position in enterprise collaboration.

This collection of recent articles digs into the role AI-powered tools and humans play in improving the customer experience.

Before we can unlock AI’s full potential across enterprise and public sectors, there needs to be improvements in explainability, consistency, and control.

Also, CallRail releases Voice Assist and TELUS Digital and Zendesk partner for CX.

We give it enough data -- our email application should be learning more effectively from our reading and deletion patterns.

The underlying issue before anyone can embrace agentic AI is trust, which has to be earned -- both by customers and by the enterprise.

Agents work with AI daily – but how do they really feel about it? A recent survey shows user preferences for AI, areas of frustration, and future expectations.

Also, Otter.ai and Genesys launch AI platforms and Calabrio releases its 2025 State of the Contact Center report.

Our post-show roundup highlights a few themes: the prevalence of ‘virtual agents,’ voice’s importance, using AI to score all calls and making AI available to everyone.

If some workers enjoy a high degree of autonomy over where and when they work while others do not, the different working conditions can lead to stratification.

As AI-driven solutions mature, companies must prioritize seamless, intelligent collaboration tools that support employee productivity rather than hinder it.

Google Cloud's Duncan Lennox covers how AI shapes customer experience, knowledge searches, creativity, collaboration, and coding and development.

Mining data from interactions to leverage AI assistance for human agents can drive CX improvements, but focus on little wins first.

Cisco launched new products and updated existing solutions with AI capabilities to bolster CX and more.

Forget the classic STEM toolbox – according to pros at Enterprise Connect, these new areas of expertise will be in demand.

In the Enterprise Connect session “Making the Most of Your AI Assistant,” panelists shared the best practices that have proven most productive.

Per the Cisco SVP, the key to AI agents is they are given agency to take action on behalf of customers – but they are still probabilistic.

Genesys couldn’t join our contact center panel — but in a separate interview, it discussed how contact center buying criteria are shifting and the broadening of the contact center

Determining the value and benefits from their Microsoft Copilot deployment was no box of chocolates.

In Monday’s technical keynotes, speakers agreed that AI’s value and productivity in enterprise communications starts with mindful human work habits.

Gen AI and Agentic AI are tools companies can, and should, use to improve outcomes for customers—but they’re really just about providing what customers need.

The offering coordinates the three areas where NICE is applying CX AI to their platform: workflow, live and automated agents, and company-specific knowledge.

Getting the most out of an AI deployment requires the right skills and expertise in place, along with a well-thought- out adoption and training program.

Google updated its contact center platform while a Genesys survey highlighted major disconnects between consumer expectations for CX and what companies deliver.

Does the concept of a connected workspace for collaborative work finally have legs?

Come see what five experts have to say about topics ranging from necessary video equipment to whether widespread remote work will still exist.

Yokohama delivers on promised agentic AI capabilities while the Moveworks buy speeds ServiceNow’s ability to provide AI agents to customers.

As AI takes over routine customer inquiries, agents face more complex interactions, ramping up their stress levels. Learn how enterprises can respond.

Enterprise Connect's Innovation Showcase will highlight what’s new and exciting in textual communications.

Blending the best of both worlds -- generative and agentic AI -- will launch the future of AI assistants.

Mitel declares Chapter 11 bankruptcy so it can better pursue hybrid communications solutions.

My sessions this year focus on different areas of governance and compliance.

The real value of customer journey analytics lies in linking data across touchpoints and acting on it.

Also, Salesforce releases a new version of Agentforce and RingCentral and Cox partner for UC.