- In June 2024, UCaaS providers are accelerating the integration of AI-powered features to enhance collaboration and streamline operations. This ongoing trend—evident throughout 2023 and into 2024—includes innovations such as AI-enabled videoconferencing, smart telephony, automated transcriptions, real-time translations, chatbots, and meeting summaries. These capabilities aim to augment human intelligence, improve knowledge management, and boost productivity by automating routine tasks and enabling smarter workflows. The result is a more intuitive and efficient communication ecosystem that supports hybrid workforces and global teams.
- In February 2024, NextPlane introduced two advanced solutions—OpenAxys and OpenCall—to integrate generative AI into Microsoft Teams, Unified Communications (UCaaS), and Call Center (CX) platforms. OpenCall enables seamless PSTN calling and presence integration within Teams, while leveraging AI to transcribe and analyze calls for actionable insights. OpenAxys connects UC and CX platforms with leading AI tools and large language models, automating customer interaction summaries and enhancing agent performance through sentiment analysis. These innovations aim to boost productivity, streamline communication, and reduce operational costs, offering organizations a smarter, more connected collaboration ecosystem
- In February 2023, Zoho Corporation launched Trident, a unified communications and collaboration (UC&C) platform that merges tools such as Zoho Cliq, Zoho Mail, Zoho Voice, and Zoho Meeting into a single native desktop application for Windows and macOS. Trident is designed to streamline business communication by integrating email, messaging, audio/video calls, calendar, tasks, and more—offering a seamless experience for hybrid and remote workforces. This launch reflects Zoho’s broader strategy to unify its productivity suite and reduce tool fragmentation, enhancing collaboration across teams and ecosystems
- In January 2023, Atos confirmed it had entered exclusive negotiations with Mitel Networks for the sale of its Unified Communications & Collaboration Services (Unify) business. Unify, which serves around 40 million users across 90 countries, offers a mix of on-premises UC, UCaaS, and CCaaS solutions. The proposed acquisition—expected to close in the second half of 2023—would significantly expand Mitel’s global footprint, customer base, and managed services capabilities
- In April 2022, Genesys and 8x8, Inc. announced a strategic integration of 8x8 Work with Genesys Cloud CX, combining Unified Communications as a Service (UCaaS) with Contact Center as a Service (CCaaS) to enhance both employee collaboration and customer experience. This partnership enables seamless in-network call transfers, unified directories, shared presence status, and single sign-on—breaking down silos between departments and empowering agents to collaborate with subject matter experts across the enterprise. The move reflects a broader industry shift toward converged communication platforms that improve productivity, reduce friction, and drive loyalty
