Dreamforce Roundup: 5 Takeaways on AIforce, Slack, and Agent Trust
As Dreamforce 2026 comes to a close in San Francisco, five announcements stand out for showing just how far Salesforce is willing to push CRM beyond its own interface, from a new Slack workspace strategy to a fresh governance framework built to keep it all in check.
Sean Nolan · 17 Sept 2026
Why Your Contact Center Stack Wasn't Built for AI
For years, organisations have been layering telephony vendors, CCaaS platforms, CRM systems, and AI tools on top of each other. Most leaders are only now realising the architecture they built was optimised for humans stitching pieces together, not for AI.
Marcus Law · 27 Aug 2026
Zoom's AI Push Drives Enterprise Growth to a Three-Year High
Zoom's Q2 FY27 results show Enterprise revenue accelerating to its fastest pace in three years, as platform consolidation wins from QXO to a major US bank and a shift from AI summaries to agentic workflows point to a strategy that's starting to convert into real contract value
Marcus Law · 26 Aug 2026
Why the Contact Center Stack You Built Is Blocking Your AI Strategy
Fragmented telephony, CCaaS, and CRM stacks were built for humans, not AI and it's costing more than licensing fees. Microsoft's Alpana Bajaj explains why bolting AI onto siloed systems creates conflicting answers, slower resolutions, and stalled innovation.
Marcus Law · 25 Aug 2026
GoTo CX Complete: Is GoTo Building the SMB AI-Powered UC+CC Layer Before Rivals Catch Up?
GoTo CX Complete promises companies a UCaaS and CCaaS layer that can evaluate 100% of interactions. Here's what buyers need to know.
Rebekah Carter · 13 Aug 2026
8x8 AI Adoption More Than Doubles as Usage-Based Revenue Hits Record Q1 FY27 High
8x8 posted record Q1 FY27 revenue as AI adoption doubled and usage-based services grew to a quarter of service revenue
Marcus Law · 10 Aug 2026
EU AI Act Enters Enforcement: What CCaaS Leaders Need To Know
New EU AI Act rules require businesses using AI-powered customer experiences to disclose when customers are interacting with technology rather than humans
Kristian McCann · 3 Aug 2026
Gamma Communications’ UCaaS Innovation Arc: From Cloud Phones to AI-Ready Operations
Gamma Communications UCaaS is giving the UK UCaaS market a way forward in 2026, here's why it's worth paying attention to the pitch
Rebekah Carter · 30 Jul 2026
Cisco Webex vs 8x8: The Enterprise Platform Fight Behind UC and CX
Cisco Webex vs 8x8, which platform should you be choosing if you want a unified ecosystem for unified communications and contact center tools.
Rebekah Carter · 24 Jul 2026
How to Simplify Contact Center AI Operations So You Can Focus on Service Delivery
The question is no longer whether AI belongs in the contact center . The numbers have already answered that.
Kristian McCann · 23 Jul 2026
Vonage's Integration Bet: How Deep Does “CPaaS Everywhere” Actually Run?
Vonage is promising CPaaS everywhere for businesses in 2026, but how far do Vonage integrations actually run, and what does the ecosystem look like?
Rebekah Carter · 18 Jul 2026
Contact Center AI: How to Find the Right Starting Point
Why contact centres should start AI with agent support first, then scale automation. Published on UC Today with New Era Technology and Chris Scimone.
Kristian McCann · 16 Jul 2026
RingCentral's Secure UCaaS Platform Keeps Evolving. Its Fast-Growing AI Portfolio Is the Proof
Is RingCentral Secure UCaaS still enough when AI enters the ecosystem? Here's everything you need to know about the portfolio.
Rebekah Carter · 16 Jul 2026
The Contact Center AI Gap: Why Ambition Isn't Translating into Results
There has never been more confidence in AI's potential to transform the contact center.
Kristian McCann · 9 Jul 2026
The Webex by Cisco Compliance Blueprint
Early compliance sign-off keeps Webex deployments moving and unlocks ROI. Published on UC Today, Theta Lake and Cisco cover retention, supervision and AI.
Marcus Law · 24 Jun 2026
InfoComm 2026: Microsoft's Keynote, AI, and the Rise of UC
InfoComm 2026 shows Microsoft Teams, Copilot, Logitech, Zoom and Webex driving UC, AI and interoperability in meeting rooms.
Marcus Law · 19 Jun 2026
AO Offshores Bulk of Customer Service Jobs to South Africa in Savings Drive
AO World is moving up to 200 customer service roles to South Africa as it targets £4m in annual savings despite reporting a sharp rise in profits
Kristian McCann · 19 Jun 2026
Beyond the App: How eSIM and Network-Level Spam Blocking Are Redefining Secure Communications
Why it matters: CallTower’s eSIM for Microsoft Teams Mobile and Webex Go adds network-level spam blocking and secure native dialling, published on UC Today.
Kristian McCann · 10 Jun 2026
NICE Launches Workforce Empowerment Suite to Manage the Hybrid Human-AI Contact Center
As AI agents become permanent fixtures in contact centre operations, NICE is giving enterprise leaders the tools to manage humans and AI agents as one unified workforce — under a single performance standard
Kristian McCann · 10 Jun 2026
Conflict and the Cloud: Why Geopolitics Is Forcing a Communications Resilience Rethink
As geopolitical instability begins to impact physical cloud infrastructure, enterprises are being forced to rethink long-held assumptions about business continuity, resilience, and the risks of relying too heavily on centralized hyperscale platforms for critical communications services
Kristian McCann · 9 Jun 2026
Frontline-First Communications: Connecting the Workforce Where It Matters Most
Frontline-first voice communications now matter for safer, faster work. Published on UC Today, Mitel CTO Luiz Domingos covers AI, hybrid and edge.
Christopher Carey · 28 May 2026
Salesforce Q1 Earnings: Revenues Surge but Stocks Slide
Salesforce topped Wall Street expectations and continued pushing its AI growth story, but weaker forward guidance and mounting SaaS-sector concerns still sent shares lower after earnings
Kristian McCann · 28 May 2026
Zoom Reports $1.24bn Q1 Revenue as AI Companion Users Surge 184%
Zoom reports $1.24bn Q1 FY2027 revenue, up 5.5% YoY. AI Companion paid users jump 184% as enterprise and Contact Center growth accelerates.
Marcus Law · 26 May 2026
Strong 8x8 Earnings Point to Market Demand for AI-Powered Customer Experience
8x8’s latest earnings point to rapid growth in AI-driven customer experience as enterprises scale self-service, voice AI, and messaging automation
Kristian McCann · 20 May 2026
Mastering Zoom Compliance Through Certified Integration
For regulated organisations, a compliance programme is only as strong as its weakest point.
Marcus Law · 7 May 2026
Twilio Unveils Next-Gen Platform Targeting the "Agentic Era" of Customer Engagement
Twilio has announced four new platform capabilities at SIGNAL 2026 – Conversation Memory, Orchestrator, Intelligence, and Agent Connect
Christopher Carey · 7 May 2026
AI Risk Mitigation Due Diligence: The IT and CX Leader Checklist
The business tech space is currently awash with breathless promises around AI's possibilities.
Kieran Devlin · 5 May 2026
Microsoft Earnings: AI Business Hits $37Bn Run Rate as Copilot Passes 20 Million Seats
Microsoft's Q3 2026 earnings beat expectations with $82.9B revenue and a $37B AI run rate. Here's our analysis.
Kieran Devlin · 30 Apr 2026
Microsoft Faces Fresh UK Antitrust Challenge From Slack Over Teams Bundling
Slack has sued Microsoft over Teams bundling in London's High Court. Here's what enterprise buyers need to know about the antitrust case.
Kieran Devlin · 29 Apr 2026
Zoom Phone Mobile Launches in UK, Empowering Business Communications With AI-First Calling
Zoom Phone Mobile is now available in the UK, bringing enterprise calling, AI summaries, and compliance controls to native mobile dialers.
Kieran Devlin · 28 Apr 2026
From Automation to Autonomy: How Intelligent Fabrics Are Changing Cloud and UC Operations
VOSS and Microsoft 365 show why intelligent automation fabrics matter: proactive cloud UC, analytics, monitoring and AI operations.
Kieran Devlin · 28 Apr 2026
BT Launches 'First Full Suite of Sovereign' Voice, AI and Cloud Solutions in UK: Key Takeaways
BT UK launches the first full sovereign cloud, AI, voice, and connectivity portfolio. Here's what enterprise and UC buyers need to know.
Kieran Devlin · 28 Apr 2026
Microsoft Offers First-Ever Voluntary Buyout to Employees: Key Takeaways
Microsoft has launched its first-ever voluntary employee buyout, offering exit packages to up to 8,750 US workers.
Kieran Devlin · 27 Apr 2026
Responsible AI for UC and CX: A Governance Model That Survives Multi-Platform Reality
For most modern businesses, AI has evolved from a speculative frontier into an operational baseline.
Kieran Devlin · 27 Apr 2026
8×8 Takes Aim at Retail's Frontline Workers Communications Gap With UK Launch
8×8 launches Retail Nationwide in the UK, a frontline workers communications platform built for shared devices and multi-site retail.
Kieran Devlin · 24 Apr 2026
Should Enterprises Standardize or Diversify Collaboration Platforms?
Should you standardize or diversify enterprise collaboration platforms? Here's how you figure it out without getting confused.
Rebekah Carter · 23 Apr 2026
Practical AI Use Cases to Transform Cloud UC and Microsoft 365 Operations
Why it matters: AI is moving Cloud UC and Microsoft 365 ops from reactive tickets to predictive control. Published on UC Today, it uses VOSS and Copilot for dri
Kieran Devlin · 21 Apr 2026
Twilio Contact Center to Cure App Fatigue, Moving Inside Comms and the CRM
The Twilio contact center is shifting from a standalone app to an embeddable SDK to function within business CRMs and collaboration apps.
Kieran Devlin · 21 Apr 2026
AI Risk in UC and Contact Centers: How to Reduce Sprawl and Stay Compliant Without Slowing Delivery
Join UC Today host Kieran Devlin as he sits down with William Rubio, Chief Revenue Officer at CallTower , and Elka Popova, Vice President and Senior…
Kieran Devlin · 20 Apr 2026
From Assistant to Agent: Zoom CTO on What OpenAI's SDK Update Means for Enterprise UC
Zoom CTO XD Huang has endorsed OpenAI's updated Agents SDK as key infrastructure for its enterprise agentic AI platform. Here's why it matters for UCaaS.
Marcus Law · 16 Apr 2026
Zoom Names Ex Microsoft Exec Russell Dicker as Chief Product Officer to Lead AI Charge
Zoom is progressing its AI product strategy by appointing former Microsoft Teams executive Russell Dicker as Chief Product Officer.
Kieran Devlin · 16 Apr 2026
The Intelligent Control Plane: Why Cloud UC and Microsoft 365 Operations Must Move From Automation to Autonomy
The modern digital workplace functions as a critical utility. When UC and collaboration platforms falter, enterprise productivity grinds to an immediate…
Kieran Devlin · 15 Apr 2026
From Archive to Governance Platform: Rethinking Compliance in UC
Why UC compliance needs a governance platform: Global Relay’s archive centralises supervision, surveillance and oversight across email, chat, text and voice.
Christopher Carey · 15 Apr 2026
HP Reveals Poly Edge V Series Desk Phones to Elevate Frontline, Hybrid Work Environments
The HP Poly Edge V Series shows why desk phones remain a critical, secure, and AI-ready investment for modern hybrid and frontline workspaces
Kieran Devlin · 14 Apr 2026
The Great Migration Resource Drain: Is Your Team Ready for the 2026 Crunch?
Why the 2026 migration crunch matters: Gamma says PSTN switch-off, price rises and multi-vendor UC estates are straining channel margins. Published on UC Today.
Kieran Devlin · 13 Apr 2026
CallTower Elevates Mobility and Security With Microsoft Teams, Webex eSIM Access
CallTower enhances security and Microsoft Teams and Webex mobility with free eSIMs and Mutare-powered network-edge voice spam blocking.
Kieran Devlin · 10 Apr 2026
Is Your Cloud Communications Stack Breaking Compliance Laws?
Avoid hidden enterprise communications regulation risks. Learn GDPR communications compliance basics and secure your communications fast.
Sean Nolan · 9 Apr 2026
How AI Is Quietly Reshaping Unified Communications
AI is shifting UCaaS from dashboards to proactive operations, improving call quality, governance and compliance for Tata Communications buyers. Published on UC
Christopher Carey · 9 Apr 2026
Intermedia CEO Mike Gold on its 26North Acquisition, What's Next, and More
Join UC Today's Kieran Devlin as he sits down with Mike Gold, CEO of Intermedia, to unpack the massive news of Intermedia's recent acquisition.
Kieran Devlin · 8 Apr 2026
The Operational Trap: Why UC Migration is No Longer a DIY Job with Gamma
Why UC migration is no longer DIY: Gamma and UC Today show MSPs how managed GammaEdge Migrate reduces PSTN switch-off risk, multi-vendor strain and margin press
Kieran Devlin · 8 Apr 2026
UniVoIP, BridgePointe Unveil Alliance to Democratize Microsoft Teams Calling
A new strategic partnership brings UniVoIP Microsoft Teams voice solutions to Bridgepointe Technologies' enterprise clients.
Kieran Devlin · 8 Apr 2026
RingCentral, Cox Business Unveil New AI-Powered Contact Center to End the CX Compromise
Cox Business and Ringcentral launch a new omnichannel AI-powered contact center, bringing CX and UCaaS convergence to the market.
Kieran Devlin · 7 Apr 2026
CallTower Changes Hands as Court Square Steps In to Fuel Growth
Court Square Capital Partners has acquired CallTower from BV Investment Partners, with the new backing tipped to support the UC provider’s next phase of growth
Kristian McCann · 6 Apr 2026
Microsoft Hit With Fresh Probe by UK's Competition Regulator Over AI and Software Business
The UK's Competition and Markets Authority has launched a new probe into Microsoft, targeting its software and AI ecosystem.
Kieran Devlin · 3 Apr 2026
Why Ecosystem‑Led UC Is Replacing the One‑Platform Model
Ecosystem-led UC helps enterprises mix Microsoft, Cisco, Zoom and Google with one managed layer for voice governance.
Christopher Carey · 2 Apr 2026
From False Positives to Real Risk: AI‑Driven Compliance in Modern UC
This interview shows why AI-driven compliance in UC matters: Global Relay explains moving beyond false positives, archives and review fat
Christopher Carey · 1 Apr 2026
Still Treating UCaaS and CCaaS Separately? Why That Decision Is Costing You in 2026
2026 is the official year of UCaaS CCaaS convergence. If you're still dealing with disconnected tools, you're already falling behind.
Rebekah Carter · 1 Apr 2026
26North Acquires Intermedia In Major Shakeup of Cloud Comms Market
As 26North acquires Intermedia, it means a shake-up in the cloud comms market. Here's what this $430M ARR deal means for enterprise IT.
Kieran Devlin · 31 Mar 2026
Subphonic Acquires Oak Innovation to Elevate Secure Call Recording With AI
The Oak Innovation Subphonic acquisition merges AI-driven conversational intelligence with rigorous compliance recording.
Kieran Devlin · 31 Mar 2026
Evolve IP Supercharges Microsoft Teams Voice Worldwide With Operator Connect Offering
Evolve IP's global launch of Microsoft Teams Operator Connect transforms cloud telephony with carrier-grade resilience and AI insights.
Kieran Devlin · 26 Mar 2026