Customer Experience
WebexOne 2025: Cisco Bets Big on Agentic Collaboration
Discover Cisco’s latest agentic AI innovations from WebexOne 2025. UC Today brings you exclusive interviews, daily roundups, and insights on how Connected Intelligence is reshaping UC and CX.
Rob Scott · 30 Sept 2025
Experience Zoning: Cut Real Estate Costs and Boost Productivity with Adaptive Workplace Design
Experience zoning cuts real estate costs and lifts productivity with adaptive workplace design, sensor data, AI booking and IoT, as seen with Robin and Joan. Pu
Rebekah Carter · 30 Sept 2025
You’re Measuring Employee Experience Wrong. Build a Net EX Score
A Net EX score helps workplace buyers spot engagement, turnover and space issues faster with surveys, sensors, Teams, Slack and Viva.
Rebekah Carter · 30 Sept 2025
UCaaS Market 2025: Gartner Magic Quadrant Highlights Leaders and Emerging Trends
Gartner notes that UCaaS adoption is being driven by the need for simpler management, enhanced collaboration, and reduced total cost of ownership (TCO).
Christopher Carey · 29 Sept 2025
Comparing Workplace Management Software: A Practical Guide for Real ROI
Why workplace buyers should care: compare software that links sensors, Teams, Zoom, HR and IoT data to cut costs, lift occupancy and ROI. Published on UC Today.
Rebekah Carter · 26 Sept 2025
CASA25: How VCons Will Transform Your Data, Compliance, and CX
Learn how the IETF-backed vCons standard turns conversations into portable, auditable data—boosting CPaaS compliance, governance, and CX analytics across channels.
Kieran Devlin · 26 Sept 2025
CRE Metrics That Matter: How Occupancy, Wellbeing, and Retention Drive Real Business Value
Why CRE buyers should care: occupancy, wellbeing and retention now drive value beyond cost per square foot. Published on UC Today, with IoT, AI and Envoy.
Rebekah Carter · 26 Sept 2025
Big UC Update: Crestron
Why Crestron’s AI-ready hybrid work push matters: AirMedia, AutomateVX, 1Beyond and NVX scale content, collaboration and control. Published on UC Today.
Kieran Devlin · 25 Sept 2025
BT Wholesale Launch Operator Connect via AppSource: What It Means for the Channel
BT Wholesale’s Operator Connect via Microsoft AppSource opens Teams voice to channel partners, easing PSTN switch-off migration and revenue growth. Published on
Kristian McCann · 23 Sept 2025
Healthcare Workplace Management: Smarter Space Utilization, Better Care
Healthcare workplace management cuts NHS space waste, using IoT, AI, digital twins and smart booking to improve care.
Rebekah Carter · 23 Sept 2025
CASA25: How “Intelligent Engagement” Elevates Your Business's Communications
Despite more than a decade in the business lexicon, Communications Platform as a Service (CPaaS) still sits in a grey zone for many executives.
Kieran Devlin · 23 Sept 2025
SIPPIO Doubles Down on Channel Diversity with New Team and Incentive Program
SIPPIO’s new channel team and SIPPIO Rewards programme aim to boost UCaaS partner growth through resale and referral models.
Christopher Carey · 22 Sept 2025
Experience in the Workplace is a Team Sport: Coordinating HR, CRE, IT, and Facilities
Why workplace experience now needs HR, CRE, IT and Facilities aligned on Microsoft Viva, Qualtrics, Medallia, Envoy, Robin and Skedda. Published on UC Today.
Rebekah Carter · 22 Sept 2025
Bad EX is Losing You Money: Prove Employee Experience ROI Before It’s Too Late
Struggling to measure employee experience ROI? Here are the facts on how a better EX strategy really pays off.
Rebekah Carter · 19 Sept 2025
Personalizing Workplace Experience: Cut Costs, Boost Productivity, and Retain Talent
Yesterday’s workplaces rarely live up to today’s demands. We’ve got teams full of hybrid workers, all with different preferences, needs, and expectations.
Rebekah Carter · 19 Sept 2025
CX: Why You Need to Spot Problems Before Your Customers Do
Yet behind the green lights of monitoring dashboards and healthy server metrics lies a troubling reality: enterprise communications infrastructure…
Kristian McCann · 17 Sept 2025
Multi-UCaaS is a Minefield. Here’s How Channel Partners Can Still Win
In 2025, unified communications can often look anything but unified. Customers are split across Microsoft Teams, Zoom, Cisco Webex and more, creating…
Kieran Devlin · 15 Sept 2025
Cisco, Splunk Bet on Agentic AI to Reinvent Observability: Key Takeaways
Cisco and Splunk launch agentic AI observability to automate incident detection and AI monitoring. Patrick Lin and Torsten Volk explain how enterprises can cut MTTR, control AI costs, and build resilience — but buyers must scrutinise licensing, auditability and governance.
Kieran Devlin · 15 Sept 2025
Why Service Providers Struggle with Adopting New Tech – and How Clerk Chat is Changing the Playbook
Why service providers miss adoption after tech launches, and how Clerk Chat’s business messaging and AI agents help UC Today buyers drive engagement.
Christopher Carey · 15 Sept 2025
Is Your Workplace Driving Teams Away? Invest in Workplace Experience Tools
Workplace experience tools, IoT sensors and Microsoft Places help UK firms cut waste, improve wellbeing and retain staff.
Rebekah Carter · 15 Sept 2025
AI Space Optimization in Education: Cutting Costs and Enhancing Campus Experience
AI space optimisation helps universities cut energy waste, reduce ghost bookings and improve campus experience with Skedda, Robin and sensors. Published on UC T
Rebekah Carter · 12 Sept 2025
Proactive Support: Amazon Connect VP Explains Why It’ll Revolutionize Contact Centers
Amazon Connect VP Pasquale DeMaio explaines what proactive customer support and how its could revolutionize contact centers.
Kristian McCann · 12 Sept 2025
The AI Employee Experience Management Shift is Changing How Smarter Workspaces Get Built
Learn how AI workplace experience strategies can cut costs, improve retention, boost wellbeing, and increase engagement in the office.
Rebekah Carter · 12 Sept 2025
Zoomtopia 2025 – Event News, Updates & Analysis
Zoomtopia, once a product showcase, now doubles as a litmus test for whether Zoom’s bet on AI can sustain its next phase of growth.
Christopher Carey · 11 Sept 2025
Star Power & Smart Tech Ryan Reynolds Brings Creative Leadership to WebexOne’s AI Stage
Having pounded the conference room floors and sat through more vendor presentations than I care to count, WebexOne 2025 genuinely stands out as something…
Rob Scott · 10 Sept 2025
Optimizing Workplace Experience Management - UC Round Table
Industry experts from Zoom, Webex and more weight in on to optimize workplace experience management and why it's important.
Kristian McCann · 10 Sept 2025
RingCentral Dials Up AI Ambitions with CommunityWFM Buy
The deal will fold CommunityWFM’s forecasting and scheduling capabilities into RingCX, RingCentral’s cloud contact centre platform.
Christopher Carey · 9 Sept 2025
Workplace Experience Management Unpacked: The Ultimate Guide to Workplace Management
Why workplace experience management now matters for hybrid work: UC Today explains WXM, Microsoft Places, Appspace, OfficeSpace, IoT sensors and AI.
Rebekah Carter · 8 Sept 2025
Three Trillion Messages by 2030: Are Enterprises Ready for the Conversational Surge?
Messaging is shifting from a tactical communication channel into a strategic engagement platform – with the potential to reshape customer journeys, cut costs, and deliver measurable ROI.
Christopher Carey · 3 Sept 2025
Gartner predicts 40% of enterprise apps will feature AI agents by 2026
The research firm says the rise of agentic AI will mark one of the fastest transformations in enterprise technology since the adoption of the public cloud.
Christopher Carey · 2 Sept 2025
AI Agents Slash 4,000 Salesforce Jobs, Months After CEO Downplays AI's Risks on Jobs
Discover how Salesforce AI transformed customer support by replacing 4,000 roles despite CEO claims AI will not create mass layoffs.
Kristian McCann · 1 Sept 2025
Fast-Track Teams Calling: How Dstny’s Call2Teams is Simplifying Voice Integration for Service Providers
Discover how Dstny's Call2Teams simplifies Teams voice integration for service providers with faster onboarding and scalable direct routing.
Christopher Carey · 29 Aug 2025
Prioritise Customer Experience: 8 Ways MSPs Can Stand Out
Discover 8 ways MSPs can elevate customer experience, boost client loyalty, and differentiate beyond Teams and Webex.
Kieran Devlin · 28 Aug 2025
Twilio Bets Big on RCS: Why Verified Messaging Could be the Next Battleground for Enterprise Trust
As messaging fraud rises and customer trust declines, Twilio’s RCS offers verified, branded, and secure business messaging designed for today’s digital-first enterprises.
Christopher Carey · 28 Aug 2025
Chicago Cubs Call Up RingCentral's Cloud Platform
Chicago Cubs partner with RingCentral to modernise communications at Wrigley Field. What enterprise tech buyers can learn about cloud UC, AI, and digital transformation.
Christopher Carey · 27 Aug 2025
Fastest Growth in Three Years: Zoom's Bet on AI to Redefine Collaboration is Paying Off
Zoom’s fastest growth in three years shows why AI, contact centre wins and enterprise revenue matter for workplace buyers. Published on UC Today.
Kieran Devlin · 25 Aug 2025
AWS Boss Calls Replacing Junior Staff With AI 'Dumbest Thing I've Ever Heard'
AWS boss Matt Garman warns replacing junior staff with AI is short-sighted. Published on UC Today, it cites Microsoft, McKinsey and AWS.
Kieran Devlin · 21 Aug 2025
Concierge: 4 Use Cases for the New Zoom Phone Update
Explore the new Zoom Virtual Agent features, turning Zoom Phone into an AI-powered receptionist available 24/7.
Kristian McCann · 20 Aug 2025
The Rise of the Autonomous Contact Centre: AI Meets Customer Service
What began as simple call routing has become a hub for omnichannel engagement, regulatory compliance, and workforce oversight.
Christopher Carey · 20 Aug 2025
Exclusive: Mexico's Largest Airline Volaris Reveals How They Slashed Costs 70% with AI Chatbots
Explore how airline Volaris bucked trends to cut costs and retain customer satisfaction with AI chatbots.
Kristian McCann · 15 Aug 2025
Sangoma Taps AWS to Power Next-Gen Cloud Communications
According to the company, building its communications services on AWS allows organisations to centralise multiple communication functions.
Christopher Carey · 13 Aug 2025
The Economics of MSP Experience: Why Quality Pays off More Than Cheap Support
In today's turbulent business climate fraught with inflation, uncertainty, and a retreat in spending, many organizations are navigating the challenges by…
Kristian McCann · 12 Aug 2025
Microsoft Teams Contact Center Vendors: Your Roadmap to Seamless CX & UC Alignment
Why Teams contact centre alignment matters: certified Microsoft Teams vendors cut glue code, improve uptime and CX. UC Today covers 8x8, Genesys, Avaya.
Rebekah Carter · 12 Aug 2025
The Art of Stress Testing: How to Ensure Your Contact Center Won’t Collapse
Stress testing contact centres matters because hidden carrier, IVR and network failures can collapse service under load. Published on UC Today, Voxology explain
Kristian McCann · 12 Aug 2025
Women in CX to Redefine the Future of Customer Experience at 2025 UnConference in Berlin & Miami
WiCX’s Berlin and Miami UnConference puts women at the centre of CX as AI and automation reshape service models. Published on UC Today.
Kieran Devlin · 11 Aug 2025
The Employee Copilot: Optimizing Business Experience with AI Support
Deel’s employee copilot shows why AI in HR matters: global hiring, onboarding, compliance and Slack support, with analytics for leaders. Published on UC Today.
Rebekah Carter · 8 Aug 2025
8x8's Q1 Results Show a Return to Growth – and a Bet on AI and CPaaS That's Starting to Pay Off
8x8 first quarter fiscal 2026 results have marked a return to year-over-year revenue growth for the first time in nine quarters.
Christopher Carey · 7 Aug 2025
Customers, Channel and Partners: What RingCentral and NiCE Partnership Extension Signals
RingCentral has announced a multi-year extension of its decade-long partnership with NiCE as they strengthen their collaboration around RingCentral…
Kristian McCann · 6 Aug 2025
UCX 2025 Unveiled: Where Enterprise AI and Communications Converge
This year’s UCX will focus on what organisers describe as “Innovation with Integrity – Driving Value, Delivering Purpose.”
Christopher Carey · 5 Aug 2025
RingCentral and AT&T Join to Expand Office@Hand: Why Are Telcos Turning to RingCX?
Explore what RingCX integrated with Office@Hand brings to its CX proposition.
Kristian McCann · 5 Aug 2025
Phase Two for AI: Why Agent Augmentation Must Follow Automation in Contact Centers
Contact centers, already no strangers to automation, have been some of the biggest wholesale adopters of the technology, with Gartner stating 85% of…
Kristian McCann · 4 Aug 2025
Uniti Seals $13.4Bn Windstream Merger: What the Deal Means for IT and C-Suite Leaders
Uniti has officially swallowed Windstream, potentially moving the telecoms dial.
Kieran Devlin · 4 Aug 2025
Revolutionizing Retail: Choosing the Best Communications Platform for Seamless Commerce
Retail buyers need UC&C that links stores, HQ and contact centres. Published on UC Today, compare Microsoft Teams, Zoom Workplace and RingCentral.
Kieran Devlin · 1 Aug 2025
Big UC Update: AudioCodes
AudioCodes updates UCaaS and CCaaS buyers on Teams, Zoom, Cisco, AI Meeting Insights, Agent Insights and Voca CIC.
Kieran Devlin · 31 Jul 2025
Microsoft Profits Jump Nearly 25%: Unpacking the Cloud and AI Boom
Explore how Microsoft AI drives cloud computing growth, boosting profits to $27.2 billion and transforming the market.
Kristian McCann · 31 Jul 2025
How Service Providers Can Turn Cloud Voice into a CX Power Play
There’s no question that MSPs and systems integrators are doing the heavy lifting when it comes to cloud voice.
Kieran Devlin · 30 Jul 2025
Proactive Monitoring Pays Off: How MSPs Can Slash Microsoft Teams Support Time in Half
UC Today talks with Enable UC's Kevin Kieller about how proactive monitoring can cut MSPs' Microsoft Teams support time in half compared to reactive firefighting.
Kieran Devlin · 30 Jul 2025
NiCE to Acquire Cognigy for $955M: What Could be in Store for CXone Mpower?
Discover how NiCE's acquisition of Cognigy enhances AI capabilities for customer experience and support bots.
Kristian McCann · 28 Jul 2025
AI Voice Assistants in UC: Build, Buy, or Bridge?
Why workplace buyers should care: Bandwidth’s Maestro and AI Bridge let UC teams plug AI voice assistants into Teams, Zoom and Cisco without lock-in. Published
Rebekah Carter · 25 Jul 2025
Avaya Infinity to Support Anthropic's MCP: What New Capabilities Does It Bring?
Avaya Infinity will support Anthropic MCP by Q4 2025, giving enterprise buyers more flexible AI workflows, data governance and contextual CX. Published on UC To
Kristian McCann · 24 Jul 2025