How AI is Reshaping Unified Communications

AI is transforming unified communications by significantly enhancing workflow management between customer-facing and back-office employees, streamlining data flow, and improving decision-making. By 2026, most enterprises will adopt AI-enabled cloud communication APIs to enhance personalized customer and employee engagement, driving better business outcomes. This shift is leading to increased operational expenditures, reflecting the broader move towards cloud-based digital engagement platforms. This broader trend is reflected in several key developments:

  • Conversational engagement apps leveraging AI and multiple communication channels are widely planned or in use.

  • AI is automating simpler customer service tasks through chatbots, allowing human agents to focus on complex interactions.

  • AI capabilities have become critical criteria in selecting cloud communication platform vendors.

Explore how enterprises are rethinking communications to drive AI-enhanced outcomes.

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