Enterprise Connect 2025 is set to take place this week (March 17th to 20th) which will bring together IT leaders, decision-makers, and technology providers to explore the latest advancements in unified communications (UC), collaboration, customer experience (CX), AI, and more. As we prepare to bring you the latest announcements here is a taste of what you can expect.
Indeed, Enterprise Connect has itself announced that its 2026 event will take place in Las Vegas.
On the surface, this sounds like no big deal, but on closer examination, this represents the first time that Enterprise Connect has held its flagship conference anywhere else.
Remember, we will continue to update this page throughout the week to bring you the very latest from Enterprise Connect 2025.
News Announcements
AudioCodes Voca CIC Now Supports Microsoft Teams Phone Extensibility
AudioCodes has announced that its Voca Conversational Interaction Center (CIC) now supports Microsoft Teams Phone extensibility.
This new capability powered by Azure Communications Services offers a seamless connection between CCaaS and Teams.
This integration allows organizations using AudioCodes’ Voca CIC to achieve a more seamless integration with Teams Phone’s core communication infrastructure and simplified provisioning and management.
It also allows them to leverage AI capabilities from the AI-first Voca Conversational Interaction Center.
The solution provides intelligent routing, real-time call insights, and advanced analytics as built-in features, now delivered under standardized Microsoft practices. Additionally, it offers enterprise-grade reliability with 99.999% uptime tied to Teams Phone.
Read more here…
Sinch Expands Partnership with Verizon to Enable RCS for Business Messaging
Sinch has expanded its partnership with Verizon to provide and enable RCS for Business Messaging (RBM) to Verizon subscribers.
The expanded partnership will leverage the two companies’ combined expertise and resources, including Verizon’s network and Sinch’s cloud, to accelerate the expansion of RCS coverage.
Aiming to bring secure, feature-rich, and verified business-to-consumer messaging to Verizon subscribers, Sinch’s Customer Communications Cloud will enable businesses to access the full potential of RCS through its suite of APIs.
This is then enabled by its campaign builder, conversational AI tools, and integrations with platforms.
Read more here…
Microsoft Expands Dynamics Capabilities with Teams Phone Extensibility
At Enterprise Connect, Microsoft announced a major update to its Dynamics 365 Contact Center, designed to enhance customer service operations. The platform, which leverages generative AI to streamline customer interactions, will now integrate Teams Phone, allowing organizations to unify their telephony infrastructure.
Starting next month, customers using Microsoft Teams Phone and Dynamics 365 Contact Center can consolidate their UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) solutions into a single integrated system. This move is expected to reduce costs, improve efficiency, and simplify deployment by eliminating the need for separate phone system configurations.
With over 20 million PSTN-enabled Teams Phone users, this update extends the value of existing investments, making it easier for businesses to transition to cloud-based contact center solutions. Microsoft also emphasized that certified ISP partners will be able to leverage these capabilities, expanding the ecosystem further.
Microsoft also announced a substantial raft of new features for Teams to facilitate more engaging collaboration and communication.
Among the most compelling new features are a new chat and channels experience, Storylines integrated into Teams, the functionality to resize Teams windows and panes, a room recommender, ad-hoc individual desk booking and QR Code Authentication for frontline workers using Teams.
Zoom Elevates Productivity With 45 Agentic AI Innovations
Zoom has unveiled a swathe of new agentic AI Companion innovations to elevate productivity and collaboration.
Zoom is enhancing its AI Companion capabilities across its entire platform, including Zoom Meetings, Zoom Team Chat, Zoom Docs, Zoom Phone, Zoom Whiteboard, Zoom Contact Center, and industry-specific solutions. These advancements introduce new AI agentic skills, agents, and models designed to deliver high-quality outcomes, boost productivity, and foster stronger user relationships.
Smita Hashim, Chief Product Officer at Zoom, commented:
AI Companion is evolving from a personal assistant to being truly agentic, which signals a major leap forward in how AI can enhance productivity and collaboration at work. We’re delivering value for our customers through AI agents and agentic skills that solve real customer problems, helping them connect, collaborate, and get more done, all within the Zoom platform our users trust and love.”
Zoom AI Companion will still be included at no extra cost for customers with paid services as part of their Zoom user accounts.
Read more here…
Mitel Unveils CX Platform Despite Chapter 11 Woes
Mitel has unveiled Mitel CX, an AI-enhanced customer experience (CX) management platform designed to streamline workflows, enhance customer interactions, and improve team collaboration.
Mitel CX offers a deployment model, functioning as a hosted service, on-premise solution, or Contact-Center-as-a-Service (CCaaS). This flexibility ensures businesses can meet security, compliance, and operational requirements, especially in regulated industries. The platform leverages AI-powered virtual agents, real-time analytics, and omnichannel communication tools, helping organizations elevate their customer service strategies while maintaining complete control.
“Mitel CX brings SaaS simplicity, AI-driven innovation, and enterprise-grade resiliency to customer engagement,” said Martin Bitzinger, Senior VP of Product Management at Mitel. “With shifting customer expectations, technology should be a strategic driver, not an obstacle.”
Read more here…
NICE Launches Agentic AI Solution CXone Mpower Orchestrator
NICE has announced the launch of CXone Mpower Orchestrator, an agentic AI solution to automate workflows in customer service environments.
“CXone Mpower Orchestrator changes the game—eliminating silos, unifying operations, and giving businesses a single, intelligent view of every customer service workflow,”
Barry Cooper, President, CX Division, NICE, said.
Built natively on CXone Mpower, Orchestrator integrates AI-driven insights, third-party applications, and enterprise-wide workflows into a unified, automated, and optimized framework to accelerate resolution across front-office care and back-office operations.
Orchestrator can analyze, predict, and optimize processes dynamically, proactively identifying and implementing improvements across the entire service ecosystem.
Read more here…
The AI Innovation – Adoption Gap
David Dungay was joined by Tony Joseph from Rollins, a major global pest control company, to discuss how he is thinking about AI adoption. As a large enterprise business, there are several key risks that some are just not willing to take, especially if it means exposing company data to AI without understanding the guardrails and security tools. Catch up with that interview below.
We spoke to Kevin Kieller about how organisations can approach their AI assistants and how they can derive value from those AI investments. The beauty of AI is you can adopt at a slow pace in non-critical parts of your business. This can help businesses develop confidence in the technology and reduce their risk of a poor implementation. See what Kevin had to say below.
Cisco Pave way for Agentic AI Vision with Webex Contact Center Enhancements
Cisco has unveiled its vision for agentic AI collaboration with releases that enhance or make AI-powered solutions available for Webex.
The new AI announcements, designed to anticipate customer and employee needs, focus on the AI Agent and AI Assistant for the Webex Contact Center.
The Webex Customer Experience portfolio, which includes tools like the AI Agent and AI Assistant for Contact Center, will seamlessly answer customers’ questions and integrate with back-office systems for automated intent fulfillment.
The Webex AI Agent, earmarked for general availability for March 31, 2025, is a 24/7 self-service solution with natural, human-like interactions. It works alongside human agents to answer routine and high-volume customer questions while executing actions to fulfill customer requests—eliminating queues or wait times.
Similarly, the Cisco AI Assistant is being made available for Webex Contact Center, with new features planned for Q2 of 2025. This will provide users with suggested responses and real-time transcription capabilities for agents.
Read more here…
Microsoft Enhances Device Ecosystem Platform to Make Hybrid Work Seamless
Microsoft is enhancing its Device Ecosystem Platform (MDEP) to make hybrid work and collaboration more seamless.
The MDEP 2025.1 update, announced as part of Microsoft’s Enterprise Connect news releases in Orlando, Florida, is the solution’s first major update of the year. It will introduce over 20 key enhancements, including native support for devices functioning as touch consoles in meeting rooms and the ability to dynamically scale the DPI of connected displays based on their native resolution.
Yoav Barzilay, Senior Product Manager at Microsoft, wrote in an announcement blog:
Today, we’re excited to announce MDEP 2025.1, our first release of the year, packed with 20+ enhancements in device connectivity, pairing, hardware configurability, accessibility, and more —all driven by partner feedback.”
Barzilay also outlines what MDEP customers and vendors can expect in the future, including a tantalising promise that Microsoft is “committed to bringing the best of Microsoft’s AI solutions and best practices into our MDEP AI Framework”.
Read more here…
RingCentral Release Two New AI-Powered Features for RingCX
RingCentral has announced two new AI-powered features for its RingCX platform: AI Interaction Analytics and AI Agent Assist with AI Supervisor Assist.
AI Interaction Analytics, an optional feature for RingCX users, evaluates 100% of customer interactions and estimates CSAT scores using sentiment and context analysis. It provides a detailed dashboard displaying customer satisfaction trends, drivers of CSAT, and agent-specific performance metrics.
RingCX AI Agent Assist offers real-time support during calls by analyzing conversations and delivering contextual recommendations. This ensures faster, more accurate, and personalized resolutions for customer inquiries.
Similarly, RingCX AI Supervisor Assist tracks live interactions to detect potential issues requiring supervisor intervention. It sends proactive alerts and provides supervisors with one-click access to transcripts and concise conversation summaries for timely decision-making. These AI features are currently in open beta and are expected to become generally available in the coming months.
AWS Launch Next Generation of Amazon Connect with First-Party AI Integration
AWS unveiled the next generation of Amazon Connect, which embeds first-party AI across its CCaaS platform.
“This unified approach works across the channels customers prefer while providing comprehensive support for customers, agents, and supervisors throughout the entire customer experience,”
Pasquale DeMaio, VP of Amazon Connect, said in a company blog post.
This allows customers to enable native AI features “in just a few clicks” with unlimited use, covering customer self-service, agent assistance, and analytics. The native first-party AI capabilities consist of screen recordings with embedded analytics, contact summaries, a workforce management (WFM) system, and a quality assurance (QA) platform.
With this, agents gain continuous coaching and recognition and supervisors can create personalized training programs to aid their development. Equally, regardless of the solution, contact center using this receive unlimited use.
Among the raft of announcements, AWS also announced the general availability of Salesforce Contact Center with Amazon Connect, which integrates all of Connect’s digital channels into Salesforce Service Cloud.
This page will be continually updated across the week as announcements break and our industry experts digest the news.
Enterprises Need Faster Upgrade Cycles – Microsoft
One key challenge emerged for enterprises this week as many of them described an upgrade cycle of communications technology that was years in the planning and was not always fit for purpose by the time it was implemented. In a world that is increasingly driven by AI the market is moving fast, and organizations need to move quickly. I spoke to Ilya Bukshteyn, Corporate VP, Microsoft Teams Calling, Devices, and Premium Experiences, at Microsoft to ask him two key questions.
Firstly, how are Microsoft helping enterprise customers adopt their technology at a pace they are comfortable with and secondly, how do IT teams need to evolve to ensure they implement projects that aren’t out of date before they go live.
