Market Leader Q&As

1. What AI use cases in enterprise collaboration/CX are delivering ROI today?

AI empowers effective, seamless collaboration across a distributed workforce with tools like noise cancellation, real-time translation, and audio and video intelligence. More recently, generative AI has been improving employee productivity by automating common tasks and workflows.

For CX, AI assistants enhance human capabilities by offering real-time suggestions and data insights, allowing them to focus on more complex issues. For employees, AI assistants are increasing both effectiveness and productivity with capabilities ranging from summarization to capturing meeting action items to surfacing resources.

AI Agents are replacing robotic chatbots and virtual assistants with technology that isn't just more effective, it's more intuitive and adaptable, improving both customer satisfaction and operational efficiency.

2. Should enterprises converge their UC and contact centers on a single platform, and if so, why?

Yes! The integration of UCaaS and CCaaS significantly improves overall workflows by enabling seamless communication between all of the employees that help solve a customer’s need, unifying customer data, facilitating intelligent call routing, promoting collaboration and knowledge sharing, and providing enhanced analytics and insights. Enterprise buyers stand to benefit from increased efficiency, improved customer experiences, and optimized resource allocation, ultimately driving higher productivity and business success.

3. What trends are you highlighting at Enterprise Connect 2025?

1. The role of AI Agents as part of a complete customer experience strategy.
2. The value and opportunity of AI Assistants for both customer service agents and the employee workforce.
3. The role of AI-powered collaboration devices in creating exceptional internal and external collaboration that breaks down the barriers of distance.

1.What AI use cases in enterprise collaboration/CX are delivering ROI today?

AI isn’t just answering questions anymore—it’s transforming CX by enhancing efficiency, scalability, and customer satisfaction.

Specific use cases include:

1. Intelligent Virtual Agents (IVAs) help manage sudden service demand spikes by handling routine inquiries, allowing human agents to focus on complex issues. This reduces wait times, improves service continuity, and minimizes frustration.
2. AI Agent Assist tools boost first-call resolution by predicting customer needs, providing real-time guidance, and ensuring seamless omnichannel experiences. In RingCentral’s State of AI in Business Communications report, 100% of contact center leaders using conversational AI reported faster resolution times and improved satisfaction.

2. Should enterprises converge their UC and contact centers on a single platform, and if so, why?

Converging UCaaS and CCaaS to a single platform bridges customer and employee communication gaps and meets customers where they are–on the channels they’re currently using.

Well-integrated UCaaS and CCaaS solutions enable positive customer and agent experiences and optimal collaboration among teams, enabling timely and efficient resolution of customer queries and issues.

For example, CCaaS and UCaaS combined through RingCentral is yielding impressive results, with analysts seeing the following:

• 54% increase in revenue, versus 26% when bought separately
• 37% increase in CSAT, versus 29% when bought separately
• 22% reduction in cost
• 8.5% improvement in First Call Resolution (FCR), versus 3% when bought separately.

3. What trends are you highlighting at Enterprise Connect 2025?

At Enterprise Connect, we will be showcasing our entire AI-powered business communications portfolio. Of particular note is our newly launched RingCentral AI Receptionist, the first AI phone agent fully embedded into a business phone system. We will also be highlighting the advancements we’ve made in our RingCX solution when it comes to AI. Overall, we are focused on driving intelligent, connected experiences for our customers - helping them solve real world problems more efficiently with AI, and enabling them to service their customers more effectively with modern, AI-first CX solutions.

1. What AI use cases in enterprise collaboration/CX are delivering ROI today?

AI is transforming contact centers—streamlining operations, empowering agents, and enhancing customer satisfaction. Tools like Zoom AI Companion for Contact Center automate repetitive tasks saving agents valuable time by taking notes and providing customer interaction summaries. Zoom Virtual Agent enables brands to offer self-service options, freeing agents to handle more complex, empathy-driven issues. AI Expert Assist offers dynamic agent guides and next best action, providing contextually relevant coaching and tailored, ready-to-use responses. By reducing workloads and improving support quality, AI helps contact centers combat agent attrition, enhance productivity, and deliver better customer experiences—all contributing to a higher ROI.

2. Should enterprises converge their UC and contact centers on a single platform, and if so, why?

Converging UC and contact centers enhances operational efficiency and improves customer experiences. It simplifies communication by breaking down silos, enabling agents to seamlessly connect with back-office experts and access real-time support through familiar AI-powered tools. A unified UCaaS and CCaaS platform ensures that teams can review and optimize interactions, from conversations via Zoom Phone, video, or live chat.

Zoom Workplace provides a single secure open platform for team collaboration, helping call center teams stay and feel connected, streamlining costs, simplifying administration, and supporting hybrid teams. Agents can collaborate through Zoom Team Chat, Meetings for coaching sessions, and Workvivo for engagement.

3. What trends are you highlighting at Enterprise Connect 2025?

At Enterprise Connect, we’re highlighting how real customers leverage our AI-first work platform to get more done, achieve better results, and connect genuinely.

Having led the way in generative AI through summarization, content generation, and personalized AI experiences, we are advancing action-oriented functionality with agentic AI capabilities, designed to help execute specific functions, tasks, and jobs to be done.

AI Companion orchestrates these actions across Zoom Workplace and Zoom Contact Center as well as third parties, fostering collaboration and creating more engaging customer interactions that drive meaningful outcomes.