AI & the UC+CC Convergence: A Perfect Match for the Future of Customer Experience

AI and Unified Communications (UC) are reshaping the Contact Center (CC) landscape, and their convergence is no coincidence. As AI takes on simple, structured customer interactions, human agents are left to handle the complex, high-value cases—often requiring domain expertise. This shift makes it critical for contact centers to be fully integrated with Microsoft Teams, ensuring subject matter experts (SMEs) can be seamlessly pulled into service workflows when needed. In this session, we’ll explore how AI and UC+CC consolidation reinforce each other, creating a more efficient, intelligent, and customer-centric approach to a modern service experience.