Unified communications and collaboration (UCC) continues to be a key pillar in the audiovisual industry. With technologies continuing to evolve and the increasing integration of artificial intelligence (AI), UCC deployments are adapting to address the needs of modern work environments.
In Commercial Integrator’s inaugural Unified Communications & Collaboration Deep Dive report, Amala Reddie explored insights from industry experts David Maldow, Michael Goldman, David Danto, Tim Kersting and Ben Dandola-Grubb. Her detailed report shed light on trends, challenges and opportunities in the UCC space.
Here, we’ll share key takeaways from that Deep Dive report, along with selected excerpts from interviewee comments.
Unified Communications and Collaboration: AI and Innovation Lead the Way
Our interviewees agree that AI has become a dominant force in UCC technologies, particularly as businesses aim to streamline hybrid and virtual collaboration.
David Maldow, CEO and founder of Let’s Do Video, emphasizes the growing importance of AI, describing it as “…acting as agentic personal assistants that can not only chat with you in a natural language about your work but also actively perform tasks under your supervision.” This innovation, according to Maldow, boosts hybrid work productivity by alleviating routine tasks.
Michael Goldman, CTS, DMC-D, principal at Communications Design Associates, explains how AI has enhanced the user experience in hybrid meetings. Enhanced audio capabilities that can remove background noise and reduce reverberation, as well as “catch-up” summaries for meeting latecomers, have been game-changers in ensuring more productive meetings.
Meanwhile, David Danto, principal analyst at TalkingPointz, notes a plateau in the hype surrounding generative AI. According to him, “After more than a year of AI-washing, vendors are now trying to justify the utility of their AI tools beyond meeting summaries….” Danto believes that real innovation lies elsewhere, such as automation in hybrid workspace management.
Key Takeaways from the Unified Communications and Collaboration Deep Dive
The following are some key takeaways summarizing areas of agreement among our group of experts:
- Advanced AI Tools
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- AI personal assistants can perform tasks under user supervision, improving efficiency in hybrid-work environments.
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- Enhanced AI-driven technologies can improve audio quality, meeting summaries and task automation.
- Hybrid Work Evolution
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- Automation in workspace management is creating smarter systems for room reservations, occupancy sensing and environmental adjustments.
- Vendor Adaptability
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- Movement toward open, interoperable ecosystems is accelerating, allowing greater flexibility for users through BYOD support.
Managing Challenges in Deployment
Achieving seamless interoperability remains an ongoing challenge. Despite technological advancements, integration across UCC platforms, such as Zoom, Microsoft Teams and Webex, can be limiting.
Danto observes, “Features like Direct Guest Join and CVI provide partial workarounds but often lack the full functionality users expect.” He urges integrators to include interoperability strategies from the outset of UCC deployments.
Maldow highlights what might be called the “meeting room video problem.” As he explains, on a desktop, you can join any meeting by clicking a link. However, if your meeting room is set up as a Zoom Room, you can’t easily join a Webex meeting. His advice? Open communication between clients, integrators and vendors to make sure the meeting platforms used will be supported by the videobar and related meeting room gear.
Ben Dandola-Grubb, assistant vice president of engineering at Verrex, likewise stresses the importance of proactive communication during the sales process, particularly when helping clients transition to new videoconferencing platforms.
Tim Kersting, chief design officer at CTI, underscores that successful deployments now involve robust end-user support, standardized design strategies, comprehensive training and proactive system monitoring. “It’s a full life-cycle commitment,” he declares, saying that people and processes always trump technology.
Privacy in an AI-Driven World
With the increasing integration of AI, data privacy concerns have risen. Users remain wary of data collection and analytics that infringe on anonymity.
Danto espouses transparency from vendors. He notes, “Users are rightly skeptical of being recorded, transcribed and analyzed without clarity on where that data goes.” Thus, he advocates for clear consent models and strong opt-out options to ease customers’ concerns.
Kersting highlights that unvetted AI tools can introduce significant security risks. Accordingly, he urges businesses to establish clear guidelines and ensure compliance with data protection regulations.
A Vision for the Future of Unified Communications and Collaboration
Looking ahead, AI’s role in UCC solutions is expected to expand further, driving innovation in user experience and collaborative efficiency.
Goldman predicts, “We will see AI fill the gaps when there is a poor connection. Rather than someone’s words being lost to dropouts, the platform will intelligently determine [what] you were trying to say and say it for you.”
Maldow envisions AI functioning as a virtual assistant to streamline user interactions across multiple tools, remarking that it won’t be about the meeting app or the calendar app or other productivity app; rather, they all will just be sub-tools managed by the AI personal assistant.
Data-driven collaboration, workspace management and seamless interoperability are anticipated to redefine UCC in future deployments.
UCC Technology Continues to Evolve
UCC technology continues to evolve, blending advancements in automation with user-centric design principles. However, Commercial Integrator UCC Deep Dive interviewees agree that balancing innovation and user experience remains crucial for long-lasting success. Integrators, consultants and vendors have an opportunity to lead the charge through adaptable solutions and transparent practices.
Read our complete Deep Dive report for all the details and much more from our expert interviewees!
