You're Ready to Go Global, But Is Your Customer Experience?
Expanding into new markets can expose weaknesses in CX technology, from fragmented reporting and inconsistent service levels to sprawling platforms and local voice providers, leaving global businesses struggling to maintain visibility, resolve issues and deliver consistency across regions.
Kristian McCann · 7h
Gammaverse 2026: The Channel Shift Beyond Legacy Revenue
Gamma used its flagship partner event, Gammaverse 2026, to announce a Sky Business Wholesale partnership for FibreXchange and a 100,000-user Webex milestone. The wider message for partners was that growth will depend on tailored support, practical technology choices and trusted relationships
Christopher Carey · 15 Oct 2026
Why AI Can Pass Technical Checks but Still Fail Customers
AI systems can remain online, meet performance targets and still give customers incomplete answers or fail to complete a task. Lokesh Vijay Kumar, AI Engineering Lead at GEICO, explains why IT teams need to track customer outcomes and trace incidents across every dependency
Christopher Carey · 13 Oct 2026
This Week: Productivity AI Gets a Human Manager Now
Productivity AI is leaving the lonely chat window behind. Atlassian, Sanas and Ringover are betting that agents earn their place in enterprise workflows not by acting alone, but by making their work visible, supervised and accountable - with people still responsible for the calls that matter.
Sophie Wilson · 12 Oct 2026
WebexOne 2026: Cisco Brings AI Collaboration to Austin
Cisco will host WebexOne in Austin from 5–8 October 2026, bringing together collaboration, CX and IT leaders. Sessions will cover AI-powered collaboration, Webex Calling, contact centres, workplace technology, security and deployment, with customer speakers from AMD, Airlines, RBC and more
Marcus Law · 1 Oct 2026
How Is BBC Sport Turning a Small Studio Into an XR Hub?
As organisations redesign physical workplaces around flexibility, the BBC Sport studio shows how immersive technology can make a constrained space feel larger, more adaptable and more creatively capable, provided the underlying production workflow can keep pace
Lily Jemmett · 1 Oct 2026
Connectivity Is More Than a Commodity for Partners
Connectivity underpins the cloud, communications and security services businesses rely on every day. Yet it is still too often bought as a commodity. Gamma’s Tom Chedham explains why partners should lead with customer outcomes, resilience and long-term value instead
Christopher Carey · 1 Oct 2026
Why Legacy Thinking Is a Bigger Risk for Channel Partners
SME customers increasingly want technology partners to solve business problems, not simply supply products. Will Morey, Managing Director of Gamma Business Channel, explains why listening, timing and practical delivery matter more than chasing the latest technology trend
Christopher Carey · 18 Sept 2026
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
Building a Secure Roadmap for Deploying and Scaling AI
Scaling contact center AI means more than securing the first deployment, organizations must control access, test guardrails, monitor behavior, and adapt permissions as AI expands across systems, data, and workflows to keep security aligned from deployment through scale
Kristian McCann · 17 Sept 2026
AI Security: What Contact Center Leaders Need to Get Right
As AI becomes more deeply embedded in contact centers, leaders need to think beyond the risks to what they can do to make sure it is secured, governed, and monitored, from controlling access to customer data and preventing misuse to managing model drift and maintaining accountability
Kristian McCann · 9 Sept 2026
You Want AI in Your Contact Center, But Can You Secure It?
As contact center AI connects to more data and systems, the access that makes it useful can also create new paths for attackers to reach sensitive information, increasing the risk of data exposure as AI becomes more deeply embedded in customer operations
Kristian McCann · 4 Sept 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
Neat's $100M Quarter Just Triggered a Leadership Reshuffle
Off the back of its first $100 million quarter, Neat has overhauled its executive bench, appointing 20-year Cisco veteran Sandeep Mehra as SVP & GM of International to lead its EMEA and APAC expansion, part of a wider leadership reshuffle at the top.
Marcus Law · 25 Aug 2026
Zoom Guides Lower for Q2 as Webex Posts Best Ever Quarter
Zoom reports Q2 FY27 on 25 August, with guidance pointing to slower growth than Q1, as Cisco's Webex business and RingCentral have both outpaced it. AI Companion usage is surging, but revenue hasn't caught up, and a new APAC hire focused on CX and SMB growth suggests where Zoom thinks the fix lies
Marcus Law · 18 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
Still Using Teams Live Chat? Microsoft Just Gave You Until October to Find a Replacement
Microsoft is retiring Teams Live Chat in October 2026, just months after expanding it, pointing customers to Copilot Studio instead
Marcus Law · 10 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
Jeff Clarke Replaces Patrick Dennis as Avaya CEO Amid Contact Centre Shake-Up
Avaya has appointed Jeff Clarke as CEO, succeeding Patrick Dennis, as the vendor navigates its cloud contact centre and AI transition
Marcus Law · 6 Aug 2026
Snap Q2 Earnings: CEO Says Its AR Glasses May Not Go Mainstream For Years
nap CEO Evan Spiegel says its new Specs AR glasses may not achieve mass-market adoption until toward the end of the decade.
Christopher Carey · 4 Aug 2026
UC Onboarding Is Still Too Slow, and Partners Are Paying the Price
Slow UC onboarding is hitting partners’ margins and CX. NUWAVE, Teams Phone and cloud calling need automation.
Marcus Law · 3 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
Zoom’s AI Receptionist Is Coming for the Front Desk
Zoom is bringing its AI receptionist to any phone system, helping businesses answer calls, book appointments and route customers faster.
Christopher Carey · 3 Aug 2026
AI Is No Longer Just Assisting Agents – It's Replacing Jobs
Uber’s latest support-team cuts add to evidence that AI is replacing routine customer-service work, with wider implications.
Christopher Carey · 31 Jul 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
ASC Expands Webex Calling Compliance Recording Across the Americas
ASC Technologies has expanded its Webex Calling compliance recording and AI analytics solution across the Americas. Here's why that matters.
Sean Nolan · 28 Jul 2026
Why Starbucks' AI Software Strategy Should Worry Enterprise App Vendors
Starbucks' AI software push signals a new phase in the enterprise AI build vs buy debate and raises pressure on app vendors.
Sophie Wilson · 21 Jul 2026
Five Signs Your Communications Stack Is Costing You More Than You Think
Fragmented UC, contact centre and AI tools are raising costs for mid-market firms. Published on UC Today, Mark Sher of Intermedia explains why.
Christopher Carey · 21 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
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
Service Recovery CX Is Dying in the Handoff — And Disconnected Systems Are the Culprit
Service recovery CX strategies slow down for obvious reasons. You need to fix the issues before they hold your teams back.
Rebekah Carter · 30 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
Flip Launches Identity and Automation Tools to Enhance Frontline AI Use
Flip has introduced new identity, automation, and AI tools designed to help frontline workers securely access enterprise systems and workflows
Kristian McCann · 18 Jun 2026
Robinhood Cuts 10% of Workforce Despite Claims Business Has "Never Been Stronger"
Robinhood will eliminate roughly 290 roles as it seeks to flatten management structures and improve efficiency
Kristian McCann · 17 Jun 2026
How to Build True Observability Instead of Just Monitoring What Already Broke
Discover the difference between observability vs monitoring. Learn how real-time observability helps DevOps teams detect unknown issues.
Sean Nolan · 17 Jun 2026
How to Prove XR Delivers Productivity Gains Instead of Just Engagement Metrics
Learn how operations leaders prove immersive tech ROI using real productivity, performance, and workflow metrics.
Alex Cole · 16 Jun 2026
Workday Argues California Law Should Not Apply in AI Hiring Case Testing AI Accountability
A closely watched court fight could help determine whether AI vendors can be held liable for alleged discrimination and which laws govern AI-powered hiring systems
Kristian McCann · 16 Jun 2026
SMS OTP Is Failing – Here’s What Comes Next, According to Vonage and AT&T
As fraud threats grow more sophisticated and customer expectations around digital experiences continue to rise, businesses are being forced to rethink how they authenticate users
Kristian McCann · 15 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
UKG Pushes Workforce Orchestration as the Next Battleground for Frontline Workforce Platforms
UKG adds real-time workforce orchestration tools, shifting WFM from reporting to in-shift action on labor cost, coverage, and compliance.
Alex Cole · 9 Jun 2026
UC Awards 2026 - Recognizing the Future of Work
UC Awards 2026 returns to recognize the platforms, leaders, and innovations shaping workplace technology, employee experience & modern work.
Rob Scott · 8 Jun 2026
Meta Launches AI Business Agent Inside WhatsApp to Take on Enterprise Rivals
Meta has launched its AI Business Agent globally inside WhatsApp. Here's what it does, how it works, and what IT leaders need to consider.
Christopher Carey · 4 Jun 2026
Your UC Platform Isn't Down: It's Just Performing Badly Enough to Frustrate Everyone
Discover how hidden CX network latency and slow service response time degrade customer experience despite perfect uptime metrics.
Sean Nolan · 3 Jun 2026
How AI Is Reshaping Hybrid Work, Service Management & Connectivity
Amit Barave, VP and GM of Cisco Webex Suite and AI, explains how agentic AI is collapsing IT silos and reshaping service management.
Christopher Carey · 28 May 2026
Is Your Workspace Tech Stack Creating More Friction Than Productivity Gains?
Workspace technology should reduce effort. Learn how to spot friction, simplify your stack, and improve productivity fast.
Sophie Wilson · 26 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
Is Your UCaaS Platform Creating More Noise Than Signal?
Is your UCaaS amplifying noise? Learn how to measure and improve enterprise communication clarity fast.
Thomas Walker · 25 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
Qualtrics Closes Press Ganey Forsta Deal, Bringing New Healthcare Workforce Insights Into Its AI Platform
Qualtrics says the acquisition will help healthcare providers better understand the link between employee experience, burnout, and patient outcomes as the industry pushes toward more predictive AI-driven operations
Kristian McCann · 20 May 2026
New Sinch Data Reveals 74% of Enterprises Have Rolled Back AI Agents
New research from Sinch claims 74 percent of enterprises have rolled back live AI agents, with rollback rates highest among the most governance-mature organisations.
Christopher Carey · 15 May 2026
From Functional Rooms to a High-Performance Workplace: The Platform Decision Teams Rooms Buyers Face Next
Why Teams Rooms buyers need a platform, not just certified meeting rooms: Q-SYS, Microsoft EC1 and software-defined AV for every space. Published on UC Today.
Marcus Law · 13 May 2026
RingCentral Beats Q1 Estimates as AI Products Gain Traction
RingCentral beat Q1 2026 analyst estimates on earnings and revenue, posted record GAAP operating margins and raised its full-year guidance.
Christopher Carey · 11 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
Publicis Launches AI Development Hub to Level Up AI Use Across Marketing Operations
Publicis Groupe has launched a Singapore-based AI hub to level up adoption across its entire marketing function
Kristian McCann · 28 Apr 2026
Global Intergenerational Week: The Companies Turning Age Diversity Into Advantage
How can enterprises make a multigenerational workforce work? Learn how EX leaders can improve engagement, mentoring, and collaboration.
Sophie Wilson · 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
How to Measure Automation ROI Across Enterprise Workflows
Learn how to measure productivity and automation ROI using workflow speed, time savings, adoption, and business impact.
Alex Cole · 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
The "Time Saved" Fallacy: Why AI Efficiency Doesn't Always Equal ROI
As AI automation sweeps through the enterprise, leaders like Fujitsu’s Dippu Singh, Wildix’s Rob Loake, and Staffbase’s Eva Spatz warn that saving time isn’t the same as creating value. True ROI, they argue, depends on how organizations reinvest the minutes AI frees up
Kristian McCann · 23 Apr 2026
Can XR Training Deliver Measurable ROI or Just Reduce Costs?
Can XR training prove ROI beyond cost cutting? Explore how immersive learning improves retention, onboarding, safety and performance.
Alex Cole · 23 Apr 2026