Customer Experience
Big UC News From Zoom, 8x8 and Sky
Fake Zoom apps spread BlackSuit malware as 8x8 adds UC and CX tools and Sky closes contact centres.
Kieran Devlin · 4 Apr 2025
"We're Seeing ROI—and Fast" – Zoom's AI Lifeline to Public Sector
While much of the enterprise world is still in an experimental phase with AI—grappling with long tech refresh cycles, security concerns, and questions…
David Dungay · 4 Apr 2025
How Does NICE's Omnichannel Capabilities Compare to Genesys?
NICE CXone vs Genesys Cloud CX matters as businesses shift from voice to omnichannel, with AI, analytics and routing.
Kristian McCann · 3 Apr 2025
RCS, Orchestrator, Engage, Journey IQ: Examining the Raft of 8x8 Releases
8x8 launches Engage, JourneyIQ, RCS and AI Orchestrator to cut CX silos, improve journey visibility and multi-vendor AI. Published on UC Today.
Kristian McCann · 2 Apr 2025
Access4 Acquire Luminate Wholesale in Bid to Drive UK Expansion and Cloud Offering
Access4 acquires Luminate Wholesale to bring SASBOSS to the UK, helping MSPs automate VoIP, UC and cloud communications.
Kristian McCann · 31 Mar 2025
CallTower Capitalizes on Services Opportunity with Inoria
CallTower’s Inoria buy boosts Genesys, Five9 and AI services, giving partners commissions on implementation and managed services. Published on UC Today.
David Dungay · 31 Mar 2025
Exceptional Service: MSPs Can Leverage UC&C Monitoring to Gain a Competitive Edge
MSPs can use IR Collaborate UC&C monitoring to cut outages, meet SLAs and boost customer experience, helping them stand out. Published on UC Today.
Linoy Doron · 27 Mar 2025
Otter Revolutionises Meetings With AI Agent That Speaks Up During Calls
Otter is launching an AI agent that is set to revolutionise the meeting experience with the capability to speak up during calls.
Kieran Devlin · 26 Mar 2025
Big UC News From Enterprise Connect, Zoom, Cisco, Microsoft, Google, Wiz, OpenAI and Slack
Enterprise Connect spotlights Zoom, Cisco and Microsoft AI updates, while Alphabet buys Wiz and OpenAI trials ChatGPT Connectors for Slack and Google Drive. Pub
Kieran Devlin · 21 Mar 2025
Are Customers Buying Into the Agentic AI Hype? Investors Seemingly Are
Agentic AI could reshape UC and customer experience as RingCentral launches AI Receptionist and GoTo joins the race. Published on UC Today.
Kristian McCann · 21 Mar 2025
NICE's Top 5 AI Features for Customer Interaction
NICE’s AI features for CCaaS help buyers personalise service, cut waits and secure calls with Enlighten XM, CXone and fraud prevention. Published on UC Today.
Kristian McCann · 18 Mar 2025
End of an Era? Enterprise Connect 2026 to Move to Las Vegas
Enterprise Connect moves from Orlando to Caesars Forum, Las Vegas in 2026, reshaping UC, collaboration and CX networking.
Kristian McCann · 17 Mar 2025
AI Copilots Success Stories: How Copilots Are Transforming Workplaces
Copilots aren’t just the experts sitting next to your captain on airplane anymore.
Rebekah Carter · 17 Mar 2025
NICE Launches CXone Mpower Orchestrator: Automation on a Single AI Platform
NICE’s CXone Mpower Orchestrator tackles CX silos with single-platform AI automation, third-party workflows and Enlighten AI. Published on UC Today.
Kristian McCann · 17 Mar 2025
Webex to Get Windfalls of AI Enhancements as Part of Cisco's Agentic AI Vision
Cisco has unveiled its vision for agentic AI collaboration with releases that enhance or make AI-powered solutions available for Webex.
Kristian McCann · 17 Mar 2025
Enterprise Connect 2025: Mitel Releases CX Platform Despite Chapter 11 Woes
Mitel’s new CX platform goes live in April, adding AI virtual agents, omnichannel comms and UC integration as Chapter 11 highlights need for resilience. Publish
Kieran Devlin · 17 Mar 2025
Enterprise Connect 2025 - Event News, Updates & Announcements
Why Enterprise Connect 2025 matters: Microsoft, Zoom, Sinch, AudioCodes and Mitel unveil AI, Teams Phone, Dynamics 365, UC and CX updates. Published on UC Today
David Dungay · 16 Mar 2025
Big UC News From Mitel, Asana and RingCentral
Mitel’s Chapter 11, Asana’s CEO shift and RingCentral’s PCI Pal tie-up show how UC, work management and payment security are changing.
Kieran Devlin · 14 Mar 2025
We're all Contact Centre staff Now. Why UC is no Longer Enough
A staggering 98% of respondents in an 8x8 survey agreed that customer experience is an organization-wide initiative.
Susie Harrison · 13 Mar 2025
NICE: The Comprehensive Guide to Know everything about the UCaaS/CCaaS
Why UCaaS and CCaaS buyers care: NICE combines CXone, 1CX, Enlighten AI and NEVA with Salesforce and Microsoft Teams integration. Published on UC Today.
Kristian McCann · 12 Mar 2025
Kadence Desk Booking Review: Simple Space Management
Kadence adds AI, desk and room booking, visitor management and analytics for hybrid teams, with Slack, Teams and Neat integration.
Rebekah Carter · 11 Mar 2025
RingCentral Partners with PCI Pal to Enhance Payment Security for its Platform
RingCentral has partnered with PCI Pal to bring compliance and strengthen payment security via its platform.
Kristian McCann · 11 Mar 2025
Vonage Partner with FREENOW to Make Catching a Cab more Seamless
Vonage has announced an agreement with ride-hailing app FREENOW to enhance its customer communication strategy.
Kristian McCann · 10 Mar 2025
Slack, Wiz Partner To Bring AI-Powered Security Guidance To Collaboration
Slack and Wiz have expanded their partnership and added two major enhancements to Wiz's Slack integration to deliver AI-powered security insights and…
Kieran Devlin · 10 Mar 2025
The Ultimate RingCentral Guide: Features, Pricing, and More
This RingCentral guide shows why its UC and contact centre suite, AI tools and cloud phone system matter for buyers.
Kristian McCann · 7 Mar 2025
Vonage and SAP Expand Partnership to Deliver Agentic AI Through APIs
Why it matters: Vonage and SAP are expanding agentic AI via APIs, SAP BTP and Business AI, with Accenture POCs to improve workflows and CX. Published on UC Toda
Kristian McCann · 4 Mar 2025
BroadSource’s SecurePII Kills the Risk, Keeps the Flow
Struggling with compliance? BroadSource’s SecurePII automates data security, redacting sensitive info in real-time—no friction, no risk, no lawsuits. Discover how AI is eliminating compliance headaches for contact centers and enterprises.
Rob Scott · 27 Feb 2025
Rethinking Customer Messaging: The Role of AWS in Omnichannel Marketing
AWS-powered omnichannel messaging helps enterprises avoid missed alerts with SMS, WhatsApp and email fallback. Published on UC Today.
Susie Harrison · 27 Feb 2025
What’s New at Enterprise Connect 2025?
Enterprise Connect 2025 adds AI, automation, security, compliance, AV/video, UC and CX tracks to help buyers plan smarter.
David Dungay · 27 Feb 2025
Inside the 8x8 Playbook: Sam Wilson’s Battle-Tested Strategy for CX Dominance
Exclusive Interview: 8x8 CEO Samuel Wilson – Discover how 8x8 is shifting from traditional tech stacks to outcome-driven solutions, prioritizing integration, ease of use, and real business impact. Read more
Rob Scott · 26 Feb 2025
Zendesk Expanding CCaaS Capabilities with Move to Acquire Local Measure
Zendesk’s Local Measure deal expands CCaaS and AI voice for enterprise service. Published on UC Today, it deepens Amazon Connect and AWS.
Kristian McCann · 26 Feb 2025
Cavell Summit APAC 2025 Reveals the Make-or-Break Strategies Defining Tomorrow's Winners
Discover how UC providers are navigating shrinking margins despite market growth at Cavell Summit APAC 2025. Inside look at vertical specialization, Microsoft's Operator Connect dominance, and the telco-to-tech transformation reshaping the industry's future.
Rob Scott · 25 Feb 2025
The Ultimate Zoom Communications Guide: Everything You Need to Know
Why it matters: Zoom has grown from video meetings into an AI-first work platform. Published on UC Today, it covers Zoom Workplace, AI Companion, Phone, Rooms a
Rebekah Carter · 24 Feb 2025
Slack, Dovetail Bring AI-Driven Customer Insights Into Enterprise Conversations
Slack and Dovetail bring AI customer insights into enterprise chat, helping teams use real-time Dovetail and Salesforce Agentforce context in Slack.
Kieran Devlin · 24 Feb 2025
The Complete Cisco Webex Guide: Features, Pricing and More
Welcome to the ultimate Cisco Webex guide, designed to help you determine whether the Webex suite offers everything your company needs to turbocharge…
Rebekah Carter · 24 Feb 2025
Cloud Work RingCX: RingCentral and BT Launch CCaaS Solution with AI and Omnichannel Support
RingCentral and BT have announced the launch of Cloud Work RingCX, an AI-powered platform designed for business contact centers.
Kristian McCann · 19 Feb 2025
UC Migrations Are a Nightmare – Teleport Just Made It a Dream
Why it matters: Teleport by Nuwave speeds UC migrations across Teams, Webex and Zoom with automation, carrier-agnostic flexibility and zero-cost licensing. Publ
Rob Scott · 18 Feb 2025
Cavell's London Summit is Back with a CX Twist
Cavell Summit 2025 in London marks 10 years of VoIP, CX, security and AI shifts, with CEOs from Gamma, 8x8 and Destiny.
David Dungay · 17 Feb 2025
Mercalis's Migration: What Webex Brought a Life Sciences Contact Centre
Mercalis modernises a 1,000-agent contact centre with Webex, Control Hub and Webex Connect, adding AI and omnichannel support. Published on UC Today.
Kristian McCann · 17 Feb 2025
ATSG, Evolve IP Announce New Exec Team To Supercharge Growth
ATSG and Evolve IP have announced a new executive team, led by CEO Russ Reeder , to supercharge the combined company's growth and fulfil its stated…
Kieran Devlin · 14 Feb 2025
The Top Contact Center and UCaaS Events to Attend in 2025 (Q2 Edition)
Q2 2025 events from UCX Manchester to Avaya ENGAGE show why contact centre and UCaaS buyers should track AI, cloud and CX.
Rebekah Carter · 13 Feb 2025
Miarec’s RingCentral Integration Brings New Auto QA Solutions to Contact Centre Users
MiaRec’s RingCentral Auto QA integration helps contact centres analyse 100% of calls with generative AI, sentiment and topical analysis.
Kristian McCann · 13 Feb 2025
How Vonage's Silent Authentication Helped a Fintech Eliminate OTPs
Silent Authentication from Vonage helped Lydia Solutions cut OTPs, improve conversion and security, and lower TCO. Published on UC Today.
Kristian McCann · 13 Feb 2025
Agents and Assistants: Webex Gets AI Boost for Contact Centres
Cisco is rolling out further AI updates to Webex, with the company announcing general availability of AI Assistant for Webex Contact Center solution.
Kristian McCann · 11 Feb 2025
How Will monday.com's AI Vision And 'service' Platform Empower Businesses?
Monday.com’s AI vision and monday service move beyond hype, helping businesses automate service management, workflows and support with AI blocks.
Kieran Devlin · 11 Feb 2025
Microsoft Enhances Teams Calendar Overview with Copilot and Places Integration
Microsoft Teams has introduced a new update that integrates several features from key apps like Copilot and Places into it.
Kristian McCann · 6 Feb 2025
Gamma Partner with CSG for Pricing Agility in Bid to Fuel Growth
Gamma partners with CSG on SaaS CPQ to speed pricing agility, improve customer experience and grow UCaaS and channel sales. Published on UC Today.
Kristian McCann · 4 Feb 2025
Zoom Bolsters Workplace For Clinicians Plans, Invests In Suki's Healthcare AI
Zoom 's investment arm, Ventures, has confirmed a significant investment in the healthcare AI business Suki, progressing the collaboration giant's…
Kieran Devlin · 3 Feb 2025
Appspace Workplace Management Review
Why it matters: Appspace unifies room booking, desk booking, digital signage, intranet and AI for hybrid offices. Published on UC Today.
Rebekah Carter · 3 Feb 2025
AI Agents in UC – The Ultimate Guide
Artificial Intelligence (AI) agents will become crucial in the modern enterprise as businesses improve their decision-making and automate as much as…
David Dungay · 3 Feb 2025
Big UC News From Microsoft, Intermedia and DeepSeek
Teams phishing alerts, Microsoft 365 price hikes and Intermedia’s UC/CX for Teams show why buyers should watch Microsoft and DeepSeek. Published on UC Today.
Kieran Devlin · 31 Jan 2025
Virtual Reality Innovation is Increasing, as Samsung Leads ahead of Apple, Qualcomm
View here to see the breakdown of Anaqua's Report on Virtual Reality leaders.
Rory Greener · 31 Jan 2025
Intermedia Unveils 'Industry First' Integrated UC, CX Solution For Microsoft Teams
Intermedia has added contact centre functionality to its Intermedia Unite for Teams Advanced solution, which it says makes it the first in the industry to…
Kieran Devlin · 30 Jan 2025
Webex Expands Presence and Capabilities with New South Africa PoP
Webex’s Cape Town PoP boosts calling and contact centre quality for South Africa, using AWS to improve latency, security and compliance. Published on UC Today.
Kristian McCann · 30 Jan 2025
C-Suite Shakeup Sees FluentStream Appoint New CEO and Chairman
FluentStream is closing off the last days of January with a C-suite shakeup, positioning Kerrin Parker as its CEO and Cass Gilmore as Chairman.
Kristian McCann · 29 Jan 2025
Why Life As The UK's Largest Indie MSP Is Only The Beginning For Wavenet After DCS Merger
Wavenet’s DCS merger creates the UK’s largest indie MSP, expanding cloud comms, cybersecurity and connectivity. Published on UC Today.
Kieran Devlin · 28 Jan 2025
The Law is Changing on Digital Accessibility Compliance: Are you Ready?
EAA compliance changes on 28 June 2025 matter because EU digital products face WCAG 2.1 AA rules, fines and legal action. Published on UC Today, 8x8 explains th
Susie Harrison · 28 Jan 2025
Zoom, Alvaria Partner To Boost Contact Centre CX And Compliance
Zoom and Alvaria have partnered to bolster contact centre customer experience and compliance.
Kieran Devlin · 27 Jan 2025
MiaRec and Webex Partner to Bring AI Features to Contact Centre Calls
MiaRec’s Webex integration brings AI quality management, Voice Analytics and Auto QA to Webex Calling and Contact Center.
Kristian McCann · 16 Jan 2025
Resilient Marketing Made Easy with AWS Omnichannel Messaging
Omnichannel resilient communications is a unified communication strategy that ensures businesses can maintain seamless and reliable interactions with…
Susie Harrison · 16 Jan 2025