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
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
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
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
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
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
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
Why Enterprise UC Is No Longer a One‑Platform Decision
Why enterprise UC now needs multiple platforms: Tata Communications explains governance, regulation and a managed layer across Microsoft, Cisco, Zoom and Google
Christopher Carey · 26 Mar 2026
Avaya's Nexus Aims to Bridge Legacy Communications and Cloud Voice for Regulated Sectors
Avaya unveils its new communications solution, Nexus , to bring AI and zero-downtime reliability to mission-critical environments.
Kieran Devlin · 23 Mar 2026
AI Is Already in Your Enterprise - The Real Risk Is Not Governing It
AI is no longer experimental. From Microsoft Copilot to Zoom AI Companion, AI is now embedded across enterprise collaboration platforms - and leaders are…
Rob Scott · 18 Mar 2026
How Brinks Secured Its Global Communications with a 60-Day Webex Calling Migration
How Brinks migrated 220 branches from legacy UCM to Webex Calling in just 60 days without dropping a single call.
Marcus Law · 17 Mar 2026
Enterprise Connect 2026: Mitel Doubles Down on Hybrid with Edge Architecture and New Workforce App
Mitel launched Mitel Edge and Mitel WX at Enterprise Connect 2026. Here's what both mean for enterprise hybrid communications.
Marcus Law · 12 Mar 2026
Enterprise Connect 2026: RingCentral Unveils AIR Pro to Bring Voice Agents to Its CCaaS
RingCentral’s AIR Pro brings voice AI agents to CCaaS, with no-code Studio, multilingual support and healthcare templates.
Kristian McCann · 11 Mar 2026
BIG UC Update: CallTower's William Rubio on Global Growth, Partner-Led Growth and the Next Phase of AI in UC
CallTower’s William Rubio explains why Microsoft, Cisco, Zoom, Genesys, Five9, WhatsApp for Teams, Dual eSIM and practical AI matter for
Kieran Devlin · 9 Mar 2026
Why The FCC Is Finally Weaponizing Enterprise 911 Compliance: The Grace Period Is Dead
The FCC is ending its grace period on enterprise 911 compliance. Experts explain the risks of individual liability.
Kieran Devlin · 6 Mar 2026
Mitel Aims to Empower Frontline Worker Communications With New Verticals Portfolio
Mitel has expanded its vertical portfolio with AI-enabled communications solutions designed for healthcare and industrial safety.
Kieran Devlin · 5 Mar 2026
The Security Peril in the Pipes: Why Collaboration Interoperability is the New Shadow IT
As enterprises bridge Teams and Slack, they risk a governance nightmare. What are the security blind spots in collaboration interoperability?
Kieran Devlin · 5 Mar 2026
Crexendo Closes $35Mn ESI Acquisition in Expansion of NetSapiens Ecosystem
The Crexendo acquisition of ESI for $35Mn is a strategic consolidation. Read our analysis of the deal here.
Kieran Devlin · 3 Mar 2026
Fortifying UCaaS in a Volatile Cyber Landscape
GoTo CISO Attila Torok discusses UCaaS security, AI-driven cyber threats, deepfakes, identity risks, and secure-by-design strategies.
Kristian McCann · 3 Mar 2026
Enterprise Connect 2026 Is Almost Here — Here’s What You Need to Know Before Vegas
Heading to Enterprise Connect 2026? Here’s what to prioritise — AI execution, CX balance, hybrid work and the sessions that matter most.
Rob Scott · 2 Mar 2026
Salesforce Q4 Earnings: Record Quarter Puts Slack at the Heart of the Agentic Enterprise
Salesforce posted record Q4 FY26 results with Agentforce ARR up 169%. Here's what the numbers mean for enterprise communications.
Marcus Law · 26 Feb 2026
The PSTN Switch-Off: Why it's a £1.83 Billion Opportunity for Channel Partners
BT Wholesale’s Gavin Jones explains how the UK’s delayed PSTN switch-off, paired with rising demand for integrated cloud voice, Teams, and AI, is creating a compressed opportunity for channel partners.
Kristian McCann · 26 Feb 2026
Why AI-Voice Compliance is Stronger When Unified With Other Channels
In this UC Today interview, host Kristian McCann sits down with Goutam Nadella, Chief Strategy Officer at Smarsh , to explore why AI-powered voice…
Kristian McCann · 26 Feb 2026