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Three predictions for 2026 are offered for CX technology markets: 1. No new unified CX category will appear; 2. Speed of adoption for AI solutions (especially agentic AI workflows) will remain slow; and 3. Marketing SaaS will continue to be overlooked in CX and that’s a missed opportunity.
Amazon Connect emerged as a significant beneficiary to product announcements at AWS’s re:Invent 2025 conference. However, the solution’s architecture still straddles CCaaS and CPaaS, creating both strategic advantages and operational limitations for enterprises reviewing contact center software.
Zoho’s October 2025 analyst briefing by Raju Vegesna, Zoho’s Chief Evangelist introduced new AI-powered advanced security, automation, and workflow agents. These updates have been built into the platform that Zoho customers already use and have been designed to target real, everyday business problems users experience.
Dialpad has launched an agentic AI platform, extending its unified communications capabilities into autonomous AI operations for customer experience. Dialpad’s phased rollout focuses on execution, integration efficiency, and measured adoption for the midmarket, rather than claiming an early-mover advantage for agentic CX.
Zendesk’s virtual AI Summit introduced the Resolution Platform, next-generation Voice AI Agents (entering early access in January 2026), and new AI-driven modules developed through the HyperArc acquisition. The updates primarily benefit organizations already invested in Zendesk’s ecosystem.
The Canadian leg of Microsoft’s AI Tour presented a “Copilot everywhere” strategy for “frontier firms.” While data sovereignty was a primary message, important announcements included an open-source Agent Framework, Copilot Studio integrations, and incremental CX features.
At WebexOne 2025, Cisco emphasized AI agents, interoperability, and resilient infrastructure. Updates to Webex and Contact Center highlight enterprise reliability and global scale, but CIOs should weigh complex integration, AI maturity, and competitive differentiation before adopting Cisco’s collaboration and CX solutions.
BluIP has repositioned into an AI-first communications provider with its AIVA Connect platform, integrating UCaaS, CCaaS, and AI automation. Focused on hospitality, healthcare, and government, BluIP delivers system-aware, low-code AI orchestration with multi-LLM flexibility and strong vertical integration.
Zoomtopia 2025 signals that Zoom is “all in” on agentic AI. For CIOs, the opportunity to leverage a singular AI platform for enterprise productivity and front office services is compelling; however, implementation success is contingent on execution discipline, integration design, and governance maturity.
At its Engage 2025 conference, Verint (NASDAQ: VRNT) emphasized a consistent theme: Customer experience (CX) workflows can be automated to deliver outcomes that are stronger, faster, and measurable. Central to this approach is Verint’s open, multi-LLM platform designed to automate targeted CX workflows while giving organizations control over data, models, and existing systems. Engage 2025 showcased Verint’s solutions with new product launches, demonstrations of more than 50 automation bots, and CEO Dan Bodner’s strategic framing ahead of the Thoma Bravo acquisition.
Zoho introduced multiple advancements in artificial intelligence. The prime announcement is the launch of Zia LLM, which includes three proprietary large language models. In keeping with the core principle that Zoho follows, which is to own its code and infrastructure, Zia LLM models are homegrown using the NVIDIA AI Accelerated computing platform. Zoho now joins a select group of global companies that have truly proprietary, foundational LLMs developed from the ground up.
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Zoho has announced new updates to its collaboration software ecosystem to meet organizations’ productivity needs in a post-pandemic world centered on asynchronous hybrid work.
Cisco consolidated its position as one of the largest software companies globally by completing the acquisition of Splunk.
At ZohoDay24, the key themes were Zoho’s long-term growth strategy and social impact, Zoho’s financial performance and customer value proposition, Zoho’s unique approach to software development and AI, and Zoho’s global expansion and localization efforts.
This post provides a review of Zoom’s 2023 conference, Zoomtopia 2023. Core aspects covered include what major product releases and upgrades Zoom announced at Zoomtopia 2023, and what these announcements mean for Zoom’s market positioning in 2024.
Zoho, a multinational software and web-based business tool provider, has announced the launch of Trident – a hub that brings Zoho’s pre-existing and new unified communications capabilities into a single pane of glass. How will Trident’s addition to Workplace impact customer migrations from Microsoft and Google.
To revitalize and strengthen business transformation, Avaya has outlined a five-step plan for restructuring its product lines, go-to-market strategy, and balance sheet. This tech note evaluates these five steps, highlighting the main contingencies for each step’s successful rollout.
This note highlights the top three trends to watch for in the 2022 UCaaS marketspace: AR/VR digital workspaces will see sustained investment; UCaaS and customer experience management technologies will continue to blend; and speech functionality will become more sophisticated through AI-driven technology.
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.