Editor's note
Enterprise Connect 2025, the largest business communications, customer experience (CX) and collaboration event in North America, takes place March 17-20 at Gaylord Palms Convention Center in Orlando, Fla.
This year's theme, "Charting Your Course," will explore strategies and tools to help attendees lead their teams into a digitally transformed and AI-powered future. It will cover trends and topics top-of-mind for IT leaders in the unified communications and CX markets, like security, AI's role and the latest software and hardware trends. IT leaders require strategies that ensure their investments meet today's business needs and anticipate future requirements as user and customer communication needs evolve.
Check out the news posted throughout the conference, with insights from industry leaders, experts and end-user organizations on where the UC and CX markets are and where they're headed.
1News from the conference floor
The technology tools for the UCC field are swiftly changing. You can keep up with the latest trends in UCC and company announcements from the conference site here.
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Article
Generative AI security best practices to mitigate risks
When tackling AI security issues, enterprises should minimize shadow IT risks, establish an AI governance council and train employees on the proper use of AI tools. Read Now
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Article
AI Could Be the Next Tech Wave -- But Only If We're Careful
Before we can unlock AI’s full potential across enterprise and public sectors, there needs to be improvements in explainability, consistency, and control. Read Now
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Article
The New Career Skills the AI Era Will Require
Forget the classic STEM toolbox – according to pros at Enterprise Connect, these new areas of expertise will be in demand. Read Now
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Article
The importance of being proactive in customer service
Proactive customer service can help businesses keep customers more engaged, yet tools to support the strategy might cost more than CX leaders are willing to spend. Read Now
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Article
No Jitter Roll: Noting Some Key Product Themes at Enterprise Connect 2025
Our post-show roundup highlights a few themes: the prevalence of ‘virtual agents,’ voice’s importance, using AI to score all calls and making AI available to everyone. Read Now
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Article
We are Sorry, All Agentic AI Agents are Busy Now
The underlying issue before anyone can embrace agentic AI is trust, which has to be earned -- both by customers and by the enterprise. Read Now
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Article
How to address common customer service gaps
Has customer service gotten worse? Customers and businesses disagree on the answer to that question. Read Now
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Article
Cisco makes Webex AI updates widely available
The Cisco AI Assistant in Webex Contact Center and the Webex AI Agent for self-service customer support are now generally available. More AI features are coming. Read Now
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Article
Microsoft takes Teams Phone to Dynamics 365 Contact Center
Microsoft's updates for Teams Phone include Dynamics 365 Contact Center integration and Copilot features to improve customer service. Read Now
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Article
Zoom advances AI Companion with agentic AI
Zoom's AI Companion improvements include automated tasks, better action item detection and real-time note taking. The new features will be launched in stages through mid-2025. Read Now
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Article
Genesys, Google add to contact center generative AI services
Genesys and Google roll out their next wave of AI tools for customer service. Read Now
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Article
AI in 2025: Its Usefulness Is Triggered By Better Human Habits
In Monday’s technical keynotes, speakers agreed that AI’s value and productivity in enterprise communications starts with mindful human work habits. Read Now
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Article
3 AI Copilot Rules: Be Selective, Train Users, Check Results AI Assistants for Knowledge Workers
In the Enterprise Connect session “Making the Most of Your AI Assistant,” panelists shared the best practices that have proven most productive. Read Now
2Pre-conference news and information
Enterprise Connect 2025 will cover a vast number of UCC and CX topics. Read up on last year's event as you prepare for this year's event.
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Article
Getting Ready for Enterprise Connect 2025!
My sessions this year focus on different areas of governance and compliance. Read Now
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Podcast
Recapping Enterprise Connect 2024
Analysts Gabe Knuth and Brian McKenna of TechTarget's Enterprise Strategy Group share their takeaways from Enterprise Connect 2024, including the need for AI governance and the intersection of EUC and UCC. Listen Now
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Article
Connected workspace apps improve collaboration management
Connected workspace software takes unified communications a step further by integrating project and task management and centralizing collaborative work management. Read Now
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Article
Generative AI in CX promises benefits, but obstacles remain
Generative AI promises to boost efficiency in CX, but businesses face adoption and compliance hurdles. Read Now
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Article
IT leaders curb GenAI enthusiasm at Enterprise Connect
IT leaders at Enterprise Connect expressed enthusiasm for GenAI experimentation in customer experience as well as circumspection that vendors should take on board. Read Now
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Article
Creating equity for women in communications and technology
Creating a more equitable workplace starts at the top. Female IT leaders at Enterprise Connect explain how to create a culture that supports women in communications. Read Now