Executive summary
During our latest Tech Talk, a technology partner briefed our team on recent momentum in cloud calling, contact center, workspace, and AI features. For IT leaders, the message is straightforward: you can consolidate communications, add AI where it helps, and keep governance tight—without forcing a disruptive rip-and-replace.
Key takeaways
- Contact center is the current “wave.” Modern cloud CC platforms now include native voice and chat virtual agents, QM/WFM options, and strong integrations.
- AI is embedded—not bolted on. A federated AI approach (multiple LLMs) powers summaries, guidance, and assistants; per the partner, AI features are included with eligible licenses.
- Healthcare and field ops have clear wins. AI-generated clinician notes and push-to-talk frontline features are gaining traction.
- Channel alignment matters. The partner emphasized stronger channel collaboration and dual-aligned selling to reduce friction and accelerate outcomes.
- Public sector has extra steps. SLED procurement paths may require distributor involvement; plan governance/taxation flows early.
- Hybrid office is practical. Workspace reservation, Zoom-room-style digital signage, and device management are now table stakes (and manageable).
Why this matters now
IT teams are under pressure to reduce tool sprawl, improve CX/EX, and apply AI responsibly. At the same time, buyers are wary of “yet another platform” that loads on fees or complicates governance. The Tech Talk focused on practical ways to modernize communications and contact center workloads without incurring hidden costs or creating new risk.
Highlights from the Tech Talk
1) Contact center momentum and virtual agents
The partner reported strong win rates in cloud contact center, citing deals against several well-known competitors. A notable customer example included 1,500 agents licensed for the provider’s CC platform (shared as an anecdote during the session). The differentiators discussed:
- Virtual agents for chat and voice (not just web chat)
- Agent-assist features, plus QM/WFM options
- Tight ecosystem integrations (major CRMs, productivity suites, EHRs, and payment/compliance tooling)
- Roadmap pace: rapid feature releases tied to CC capabilities
2) AI: federated model strategy and included entitlements
According to the partner, their platform blends multiple model providers (e.g., commercial and open-source LLMs) to avoid single-vendor dependency and improve output quality. The AI assistant/companion features—such as meeting summaries, action items, and guidance—are included with certain paid licenses (no add-on fee per user, per their statement).
Why IT cares: This can make pilots faster and lower-risk, while centralizing AI governance and avoiding shadow tools.
3) Vertical use cases: clinician notes and frontline push-to-talk
- Clinician notes (healthcare): HIPAA-aligned AI generates encounter summaries and recommendations from clinician–patient conversations, reducing administrative burden and improving continuity of care. Integration with leading EHRs is supported, and storage/retention options can be aligned to compliance policies.
- Frontline worker (field operations): Push-to-talk capabilities allow construction/logistics supervisors to coordinate teams from a single mobile app—no separate radios or parallel systems.
Implementation caution: Confirm data routing, storage location, and retention defaults (e.g., EHR vs. provider cloud) with legal/compliance before rollout.
4) Hybrid office & workspace reservation
For organizations adopting 2–3 in-office days, workspace reservation and digital signage streamline how employees use rooms and desks. Kiosk-style booking and room calendaring reduce friction, while device management enforces consistency across conference spaces.
Solution approach: architecture, integration, and governance
- Architecture: Unified UC + CC, with modular add-ons (virtual agents, WFM/QM, rooms, reservation, signage).
- AI governance: Federated models, centralized controls, and role-based access; confirm data separation and training policies (no customer data for model training, per partner).
- Integrations: Major CRMs, productivity suites, communications apps, EHRs, financial cores, and PCI-aligned payment tools. For gaps, the partner indicated custom integration support for strategic deals.
- Security & compliance: Stated support for HIPAA, PCI, and government-grade frameworks; verify specific attestations and scopes during due diligence.
- Scalability: Contact center scale to thousands of agents; expand virtual agents as confidence grows.
Outcomes & impact (qualitative from the session)
- Contact center: Reduced handle time for routine intents; higher containment via voice/chat virtual agents; improved agent experience with AI assist.
- Healthcare: Lower clinician administrative burden; better visit continuity; faster follow-up actions.
- Field ops: Faster coordination and fewer devices to manage.
- Workplace: Less friction reserving rooms/desks; improved utilization.
Next steps for IT leaders
- Prioritize use cases (CC containment, clinician notes, frontline push-to-talk, meeting AI).
- Run a fee/TCO check across all proposals—surface E911 and cost-recovery variances.
- Request a guided demo covering CC virtual agents, AI assistant, and workspace tools.
- Align governance (data routing, storage, retention, and access) before pilot.
- Plan a phased rollout with explicit success metrics and training.
Want a focused walkthrough with architecture Q&A? Schedule a Tech Talk with our advisors to validate fit and map a pilot plan.
