Customer Experience
Preventing Digital Meltdowns: The Critical Role of Contact Center Stress Testing
Serving businesses in industries ranging from healthcare and financial services to tech companies, they are a vital part of many companies' operations.
Kristian McCann · 24 Jul 2025
The Goldilocks Factor: Why Your Growing Business Needs a 'Just Right' Contact Center Solution
Growing firms need the right-sized contact center. Published on UC Today, GoTo explains practical AI, CRM integrations and flexible pricing for 50-500 employees
Rob Scott · 22 Jul 2025
Why Auto Dealerships Are Turning to Intermedia to Jump-Start Their Communications
Intermedia helps dealerships replace legacy phones and siloed tools with UC, CC and analytics, as Rainey Used Cars did, through VENSEARCH and Teams.
Kieran Devlin · 22 Jul 2025
From Silos to Synergy: How a Finance Company Built a Unified Cisco Webex UC + CC Architecture
Why UC and CC convergence matters: a finance firm unified Cisco Webex Calling and Webex Contact Center with VOSS on UC Today.
Kieran Devlin · 21 Jul 2025
Can Consumer Messaging Apps Like WhatsApp and Signal Be Adapted for Enterprise Use?
Focusing on enhancing consumer messaging apps like Signal and WhatsApp with the features enterprises really require could help.
Christopher Carey · 17 Jul 2025
Microsoft Update Copilot Vision AI: Five New Business Use Cases
Explore the latest update of Copilot Vision, enhancing AI capabilities for complete desktop visibility and operational efficiency.
Kristian McCann · 16 Jul 2025
Vonage, AWS Unite to Humanise Voice AI—How Will This Tangibly Help IT Leaders?
The days of robotic, stilted voicebots might finally be numbered. Vonage and AWS have unveiled a new collaboration that blends Vonage’s developer-friendly…
Kieran Devlin · 16 Jul 2025
What Could Your Business Achieve with One Platform Instead of Five?
Unified communications can cut fragmentation and missed calls for growing firms. Published on UC Today, GoTo Connect brings AI, contact centre and integrations.
Rob Scott · 15 Jul 2025
From Showroom to Service Bay: Building a Unified Tech Stack Transforms Auto Dealerships
Why fragmented dealer comms hurt service and sales: Intermedia UCaaS, Elevate and Microsoft Teams unify voice, SMS and contact centre. Published on UC Today.
Kieran Devlin · 15 Jul 2025
AI Won’t Save You If Nobody Can Hear You: The Voice Quality Crisis in Enterprise Collaboration
Poor voice quality can break AI transcriptions and Copilot insights; AT&T says enterprise voice prioritisation, Teams Phone and contact centre networks matter.
Rob Scott · 14 Jul 2025
Intermedia Unveils AI Supervisor Assist for Real-Time Contact Center Oversight
Intermedia has announced the launch of AI Supervisor Assist, designed to boost real-time supervision within its Intelligent Contact Center.
Christopher Carey · 14 Jul 2025
Why UCaaS and CCaaS Convergence is a Strategic Imperative for the Modern Enterprise
As the lines between customer experience and workplace collaboration continue to blur, the convergence of UCaaS and CCaaS is becoming a boardroom…
Kieran Devlin · 14 Jul 2025
Smart WFM: CI for Real-Time Employee Engagement
Why workplace buyers should care: Smart WFM with AI and Conversational Intelligence helps Broadvoice spot burnout, improve forecasting and scheduling. Published
Rebekah Carter · 14 Jul 2025
How Proactive Customer Experience is Reshaping MSP Partnerships
UC Today explores why MSPs are moving from reactive, ticket-driven support models toward proactive customer experience that fixes underlying issues faster.
Kristian McCann · 10 Jul 2025
Enhancing Decision-Making Through Conversational Intelligence – UC Round Table
The enterprise world is experiencing a fundamental shift in how organizations process information and make decisions.
Kristian McCann · 10 Jul 2025
Examining the Efficiencies: Microsoft Reveal AI Saved It $500M in Its Contact Centers
Discover how Microsoft Contact has saved $500 million through AI efficiencies in customer service operations.
Kristian McCann · 10 Jul 2025
AI in UC Management: The Rise of AI and Automation
Almost every business owner is aware of the impact artificial intelligence is having on communication and collaboration, but what about the potential for…
Rebekah Carter · 10 Jul 2025
The $800 Billion Imperative: Why Tenant Experience Is Now Crucial for Commercial Real Estate
Why tenant experience now matters for commercial real estate: McKinsey, hybrid work, MSPs, Cisco, Zoom, AI and smart building tech.
Kristian McCann · 3 Jul 2025
Conversational Intelligence: Why CI is Crucial to your 2025 UC Strategy
Why workplace buyers should care: CI turns Zoom, Microsoft Teams and Cisco Webex conversations into predictive data for sales, HR and UC.
Rebekah Carter · 3 Jul 2025
Data-Driven Teams: The CX Analytics Engine Every Service Provider Needs
Akixi adds CX analytics to Microsoft Teams, helping MSPs, SIs and telcos prove value, optimise PSTN and customer experience.
Kieran Devlin · 1 Jul 2025
The Top CCaaS Providers in 2025: The Ultimate Contact Center Showdown
Contact centers aren’t just support lines anymore, they’re battlegrounds for customer satisfaction, loyalty, and brand impact.
Rebekah Carter · 30 Jun 2025
Top SIP Trunk Providers 2025: Power Your Global Cloud Voice Strategy
Moving past ISDN isn’t just about avoiding legacy shutdowns. Today’s top SIP trunk providers and cloud voice enablers are more than just connectivity…
Rebekah Carter · 29 Jun 2025
AI Assist, Agentic AI and Chatbots: How to Get the Balance Right in Contact Centers
Explore the future of AI in contact centers and learn how organizations are balancing efficiency with personalized customer experiences.
Kristian McCann · 27 Jun 2025
Microsoft Teams Contact Center: What Are Your Options?
Compare Microsoft Teams contact centre options, from Teams Phone and Premium Queues to Connect, Extend and Unify with Dynamics 365.
Rebekah Carter · 27 Jun 2025
The Top CPaaS Providers for Next-Gen Communications Flexibility
Compare top CPaaS providers as enterprise buyers weigh SMS, voice, video and APIs from AWS, Twilio, Vonage and Infobip.
Rebekah Carter · 26 Jun 2025
Zoom Empowers Service Providers With New Program: Key Takeaways for the Channel
Zoom’s new Service Provider Program lets Bell Canada, carriers and MSPs resell Zoom Phone and Zoom Workplace, boosting UCaaS channel growth. Published on UC Tod
Kieran Devlin · 24 Jun 2025
Bridging the CX Gap: How Akixi Supercharges Microsoft Teams for Service Providers
Akixi helps service providers close the CX gap with Microsoft Teams Phone, analytics, CRM integrations and call recording.
Kieran Devlin · 23 Jun 2025
The Best UC Platforms for 2025: The Definitive Enterprise Buyer’s Map
Why it matters: 2025 UC buys now mean AI, security and hybrid work fit. Published on UC Today, compare 8x8, Avaya, Webex, Dialpad, Microsoft Teams, Zoom and mor
Rebekah Carter · 23 Jun 2025
Top UCaaS Providers for 2025: Who’s Leading the Future of Work?
It wasn’t that long ago that unified communications meant a patchwork of systems bolted together: one platform for calls, another for video, a few more…
Rebekah Carter · 22 Jun 2025
What is UC Service Management and Why Enterprises Need It to Stay Competitive
Don't have time to manage your entire IT stack and communication environment yourself? That's where managed services solutions come in.
Rebekah Carter · 20 Jun 2025
Salesforce Raises Prices as Slack Becomes the Front Line of AI Push
As Salesforce raises prices and doubles down on AI, Slack is being recast as the front line of enterprise automation.
Christopher Carey · 19 Jun 2025
CSG Taps AWS to Accelerate Cloud and AI for Telecoms and Finance: Key Takeaways
CSG and AWS put Converged Mediation in AWS Marketplace, promising up to 60% TCO savings and faster cloud, AI and GenAI modernisation.
Kieran Devlin · 18 Jun 2025
What is CPaaS? Communication Platforms as a Service
What is CPaaS, and why has its value for enterprises skyrocketed over the years?
Rebekah Carter · 16 Jun 2025
The Ultimate Unified Communications Buyer’s Guide - Powering Productivity in 2026
If you've landed on UCToday.com its probably best you know what Unified Communications is, our site is dedicated to UC technology news and reviews so here's our easy to understand article on 'what is Unified Comms'
Thomas Walker · 14 Jun 2025
RingCentral Launches Customer Journey Analytics: What Can Business Leaders Gain From the New UCaaS-CCaaS Link?
RingCentral’s Customer Journey Analytics links UCaaS and CCaaS, giving contact centres full context, AI Agent Assist and better CSAT.
Kristian McCann · 11 Jun 2025
Zoom's Unveils AI-Superpowered 'Virtual Agent' to Elevate Contact Centres: Six Key Takeaways
Why it matters: Zoom Contact Center’s AI Virtual Agent, CX Insights and Auto QM could cut CX costs and lift service quality. Published on UC Today.
Kieran Devlin · 10 Jun 2025
The Power of Partnerships: How CallCabinet and 8x8 Bridge the Compliance Gap in UC Comms
CallCabinet’s 8x8 partnership closes UC compliance gaps with cloud call recording, AI analytics, Microsoft Teams and secure storage.
Kristian McCann · 10 Jun 2025
The Ultimate Guide to UCaaS & CCaaS Integration - Transforming Productivity, Team Efficiency, and Customer Engagement
Why UCaaS and CCaaS integration matters: boost productivity and customer engagement with Cisco Webex, Microsoft Teams, AWS, 8x8 and NICE. Published on UC Today.
Rebekah Carter · 9 Jun 2025
Smarter, Simpler, Safer – Why Integrated Tech Wins Every Time
Integrated tech stacks cut app sprawl and improve security, support and Teams workflows. Published on UC Today, with Intermedia and TTx.
Kieran Devlin · 5 Jun 2025
The UC Stack Revolution: An IT Pro's Strategic Roadmap for 2025
Essential IT Leader's Guide to Enterprise UC Stack 2025: Navigate the modern unified communications stack with confidence. From UCaaS to AI integration, discover how to architect a future-proof UC infrastructure for your organization.
Rob Scott · 5 Jun 2025
Support Is the Differentiator: What Today’s IT Buyers Actually Want
Why support now decides cloud communications success: UC Today explores Intermedia, TTx, white-label support, deployment, integrations and customer experience.
Kieran Devlin · 4 Jun 2025
AI, CRM, Messaging: How LeapXpert’s StartADAM Grab Democratises Business Comms
LeapXpert has acquired StartADAM, a cross-platform messaging startup, to elevate its suite of business communications and customer experience solutions.
Kieran Devlin · 4 Jun 2025
It's Time for a 2025 AI Heat Check: Is it Delivering or 'Overhyped'?
Why AI is still stuck in pilot purgatory matters for UC buyers: UC Today examines Microsoft, Zoom, Google I/O, governance and workflow value.
Kieran Devlin · 2 Jun 2025
Is Wildix’s 'Industry First' Embedded Agentic AI the Next Big Leap for UCaaS?
The AI layer automates interactions across voice, chat, SMS, WhatsApp and web, without relying on static scripts or bolted-on bots.
Christopher Carey · 29 May 2025
Jabra Launches Engage AI Complete: What Does the Upgrade Bring CCaaS Leaders?
Jabra’s Engage AI Complete adds generative AI, real-time speech-to-text, tone AI and noise cancellation for CCaaS leaders.
Kristian McCann · 22 May 2025
$100K Customer Up 8.0% YoY: Why Big Deals Were Key to Zoom's Strong Q1 Earnings
Zoom’s 8% rise in $100K customers shows AI Companion, Custom AI Companion, Virtual Agent and Workplace for Frontline are winning deals. Published on UC Today.
Kristian McCann · 22 May 2025
Canva and Nitro Join Forces to Take On Enterprise Collaboration Giants
Having crashed onto the collaboration scene this year, Canva has expanded its offerings by partnering with PDF and eSign provider Nitro to offer…
Christopher Carey · 20 May 2025
Inside the UC Overhaul Powering the UK’s Largest Independent Vehicle Dealer
Why Motus Commercials overhauled eight communications systems with UCaaS, Cisco phones and Teams for compliance, integration and scale. Published on UC Today.
Kristian McCann · 20 May 2025
AI-Powered Customer Engagement: How to Make Your AI Deployments Matter
AI is rapidly becoming a must-have for businesses seeking a competitive edge. Yet in this race, we are witnessing a rush to adopt AI without necessarily…
Kristian McCann · 19 May 2025
Cisco’s Earnings: Webex and CPaaS Up 24% - What’s Contributed to the Successful Quarter?
Cisco’s Webex and CPaaS grew 24%, showing why AI, security and subscription UCaaS matter to buyers. Published on UC Today.
Kristian McCann · 15 May 2025
NICE Partners with AWS to Bring CCaaS to Enterprises’ Digital Front Door
NICE puts CXone Mpower on AWS Marketplace, helping enterprises buy CCaaS faster and unite AI, cloud and service ops with Amazon Bedrock and Q Business. Publishe
Kristian McCann · 14 May 2025
Pre-Emptive Customer Service: Dialpad Announce Agentic AI Ambitions and Platform Enhancements
Dialpad has today announced its strategic vision for agentic AI and new platform enhancements.
Kristian McCann · 13 May 2025
The Ultimate Dialpad Guide: AI-Powered Communications
This Dialpad guide shows why AI-powered UC, contact centre and sales tools matter for buyers using Google Workspace, Microsoft Teams and
Rebekah Carter · 13 May 2025
Why AI Voice Could Get Companies the Coveted ROI on Their AI Investment
The enterprise landscape is abuzz with AI. However, unlike the initial adoption stage, enterprises are now moving to the implementation and consolidation…
Kristian McCann · 12 May 2025
RingCentral Brings CCaaS Strengths to Salesforce Service Cloud Voice with RingCX Integration
RingCentral’s RingCX on Salesforce Service Cloud Voice brings CCaaS, AI and digital channels into AppExchange, helping agents work from one interface. Published
Kristian McCann · 6 May 2025
Big UC Update: 8x8
8x8’s channel-first UC update shows why buyers want integrated CX, AI, UC, contact centre and CPaaS, not vendor noise.
Susie Harrison · 28 Apr 2025
'Frontier Firms' and 'Agent Bosses': Microsoft Outlines Its Future of Work Vision
Microsoft says AI is reshaping work with Frontier Firms, agent bosses and Work Charts. Published on UC Today, it also launches Teams Unify integration.
Kieran Devlin · 23 Apr 2025
Microsoft Teams Launches 'Unify' Integration Model
Microsoft has introduced the “Unify” Integration Model, a new approach that enables native development of contact center applications within Microsoft…
David Dungay · 21 Apr 2025
Intermedia Upgrades Contact Center With AI Agent Superpowers to Boost CX
Intermedia has upgraded its Intelligent Contact Center offering with AI agent superpowers to elevate agent productivity and bolster the customer…
Kieran Devlin · 11 Apr 2025
RingCental Partnership Gives Cox Business New Means to Target Gaming Sector
Cox Business and RingCentral expand contact centre reach in Southern Nevada, bringing cloud omnichannel, PCI and GDPR-compliant tools to buyers. Published on UC
Kristian McCann · 9 Apr 2025