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2026\",[1090],{\"_61\":252,\"_199\":253,\"_201\":254,\"_119\":857,\"_810\":857},{\"_814\":18,\"_815\":1092},[],{\"_819\":18,\"_820\":18},{\"_101\":947,\"_796\":1095},{\"_949\":1096},\"native_latestright_2v\",{\"_101\":927,\"_796\":1098},{\"_173\":1099,\"_178\":1101,\"_180\":1101,\"_183\":1102,\"_185\":1102,\"_805\":1103,\"_193\":194,\"_186\":262,\"_188\":177,\"_189\":190,\"_191\":192,\"_205\":1060,\"_195\":1104,\"_203\":1106,\"_811\":18,\"_812\":1107,\"_817\":1109},{\"_176\":177,\"_48\":1100},\"https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/blt7c24b312f44aafb1/6a16fa8b6a8ba71612cf70f1/Zendesk-Logo_Primary_Coal_PNG-May-2026.png\",\"Zendesk’s CCaaS story keeps getting stronger\",\"/contact-centers/zendesk-ccaas-story-keeps-getting-stronger\",{},[1105],{\"_61\":198,\"_199\":200,\"_201\":202,\"_119\":177,\"_810\":177},9,{\"_814\":18,\"_815\":1108},[],{\"_819\":18,\"_820\":18},{\"_101\":927,\"_796\":1111},{\"_173\":1112,\"_178\":259,\"_180\":259,\"_183\":261,\"_185\":261,\"_805\":1113,\"_193\":194,\"_186\":262,\"_188\":177,\"_189\":263,\"_191\":264,\"_205\":1060,\"_195\":1114,\"_203\":267,\"_811\":18,\"_812\":1116,\"_817\":1118},{\"_176\":177,\"_48\":258},{},[1115],{\"_61\":252,\"_199\":253,\"_201\":254,\"_119\":857,\"_810\":857},{\"_814\":18,\"_815\":1117},[],{\"_819\":18,\"_820\":18},{\"_101\":927,\"_796\":1120},{\"_173\":1121,\"_178\":1123,\"_180\":1123,\"_183\":1124,\"_185\":1124,\"_805\":1125,\"_193\":194,\"_186\":1126,\"_188\":177,\"_189\":263,\"_191\":264,\"_205\":1060,\"_195\":1127,\"_203\":364,\"_811\":18,\"_812\":1132,\"_817\":1134},{\"_176\":177,\"_48\":1122},\"https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/blt8929ef83bbeebf3e/67473f171bf449ab219dd555/lady-working-at-a-laptop.jpg\",\"Microsoft and Zoom share similar visions, differ in strategy\",\"/digital-workplace/microsoft-and-zoom-share-similar-visions-differ-in-strategy\",{},\"May 22, 2026\",[1128],{\"_61\":1129,\"_199\":1130,\"_201\":1131,\"_119\":177,\"_810\":177},\"Dave Michels\",\"/author/dave-michels\",\"https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/bltdebdc892d06aefbb/673c600854651a36db849764/DaveMichels6074.jpg\",{\"_814\":18,\"_815\":1133},[],{\"_819\":18,\"_820\":18},{\"_119\":177,\"_63\":177},\"displayAds\",{\"_1138\":1139,\"_949\":-7},\"position\",\"none\",\"rightSectionDisplayType\",\"contributorFocused\",\"moduleHeight\",\"tall\",{\"_101\":1145,\"_794\":1146,\"_796\":1147},\"module_content_spotlight\",\"blt9435dd941d1eba8a\",{\"_205\":1148,\"_1149\":1150,\"_913\":1151,\"_1152\":1153,\"_658\":1154,\"_899\":900,\"_901\":1394,\"_119\":1163,\"_193\":194,\"_185\":177,\"_903\":904},\"reversed\",\"moduleDesign\",\"standard\",\"light\",\"textAlignment\",\"center\",{\"_183\":1155,\"_1156\":1157,\"_496\":1158,\"_181\":1161,\"_1162\":1163,\"_1164\":1160,\"_1165\":1160,\"_1166\":1161,\"_1167\":1168,\"_1386\":1387,\"_189\":287,\"_191\":288,\"_186\":1389,\"_805\":1390,\"_203\":364,\"_812\":1391,\"_811\":18,\"_817\":1393},\"/employee-experience/monitoring-employee-productivity-balancing-surveillance-with-transparency\",\"keywords\",[],{\"_63\":1159,\"_486\":1160},\"https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/blt31d0ae80423f212d/67474046c28711665086e416/AdobeStock_307495332.jpeg\",\"Monitoring Employee Productivity: Balancing Surveillance with Transparency\",\"When implementing productivity monitoring tools, organizations should prioritize transparency and trust, and clearly communicate the program's goals and how data will be used.\",\"summary\",\"Content Spotlight\",\"heading\",\"mobileHeading\",\"body\",\"articleBody\",[1169,1179,1184,1189,1194,1199,1204,1209,1214,1219,1225,1234,1239,1244,1249,1254,1259,1264,1269,1274,1278,1285,1290,1295,1300,1305,1310,1315,1320,1325,1330,1335,1339,1346,1351,1356,1361,1366,1371,1376,1381],{\"_101\":1170,\"_1171\":1172,\"_658\":1175},\"paragraph\",\"attrs\",{\"_1173\":1174},\"textAlign\",\"left\",[1176],{\"_101\":1177,\"_1177\":1178},\"text\",\"The increasing use of productivity monitoring tools has raised a series of questions concerning the balance between workplace (or remote work) efficiency and employee privacy and trust.\",{\"_101\":1170,\"_1171\":1180,\"_658\":1181},{\"_1173\":1174},[1182],{\"_101\":1177,\"_1177\":1183},\"When applied carefully, these tools can be used to improve management practices: By understanding employee activity better, organizations can see where systemic factors are making the work more challenging for employees.\",{\"_101\":1170,\"_1171\":1185,\"_658\":1186},{\"_1173\":1174},[1187],{\"_101\":1177,\"_1177\":1188},\"Following this thinking, they might learn that 90% of the times that employees start to use a given tool to accomplish a task, that they immediately move on to a different tool to get some of the information they need to complete the task.\",{\"_101\":1170,\"_1171\":1190,\"_658\":1191},{\"_1173\":1174},[1192],{\"_101\":1177,\"_1177\":1193},\"“This could highlight an opportunity for technology changes to make moving to the second system unnecessary and give them a reliable basis for quantifying the benefits of making the changes,” explained David K. Johnson, Forrester principal analyst, employee experience.\",{\"_101\":1170,\"_1171\":1195,\"_658\":1196},{\"_1173\":1174},[1197],{\"_101\":1177,\"_1177\":1198},\"He said organizations must effectively communicate productivity monitoring programs to employees to foster trust transparency and fairness.\",{\"_101\":1170,\"_1171\":1200,\"_658\":1201},{\"_1173\":1174},[1202],{\"_101\":1177,\"_1177\":1203},\"“Companies must specify exactly which activities are included and which are not,” Johnson said. “Second, it’s essential to outline how the information collected is being analyzed and how it will be used in decision-making.”\",{\"_101\":1170,\"_1171\":1205,\"_658\":1206},{\"_1173\":1174},[1207],{\"_101\":1177,\"_1177\":1208},\"He noted employees need to understand the purpose behind the data collection and how it impacts them.\",{\"_101\":1170,\"_1171\":1210,\"_658\":1211},{\"_1173\":1174},[1212],{\"_101\":1177,\"_1177\":1213},\"Lastly, Johnson stressed the importance of addressing disputes fairly.\",{\"_101\":1170,\"_1171\":1215,\"_658\":1216},{\"_1173\":1174},[1217],{\"_101\":1177,\"_1177\":1218},\"“Organizations must provide a workable resolution process for any disagreements about the data or its use in employee-related decisions,” he said. “This fairness is key to building trust and reducing concerns about over-surveillance.”\",{\"_101\":1164,\"_1171\":1220,\"_658\":1222},{\"_1173\":1174,\"_1221\":267},\"level\",[1223],{\"_101\":1177,\"_1177\":1224},\" \",{\"_101\":1164,\"_1171\":1226,\"_658\":1227},{\"_1173\":1174,\"_1221\":267},[1228],{\"_101\":1177,\"_1229\":1230,\"_1177\":1233},\"marks\",[1231],{\"_101\":1232},\"bold\",\"Addressing Ethical Concerns\",{\"_101\":1170,\"_1171\":1235,\"_658\":1236},{\"_1173\":1174},[1237],{\"_101\":1177,\"_1177\":1238},\"Ethical concerns surrounding the use of employee productivity tools include privacy violations, potential bias in algorithms, and a culture of distrust.\",{\"_101\":1170,\"_1171\":1240,\"_658\":1241},{\"_1173\":1174},[1242],{\"_101\":1177,\"_1177\":1243},\"To address these issues, organizations must prioritize data privacy by implementing strong security measures, anonymizing data, and restricting access to sensitive information.\",{\"_101\":1170,\"_1171\":1245,\"_658\":1246},{\"_1173\":1174},[1247],{\"_101\":1177,\"_1177\":1248},\"They can ensure fairness and transparency by utilizing unbiased algorithms, conducting regular bias audits, and granting employees access to their own data.\",{\"_101\":1170,\"_1171\":1250,\"_658\":1251},{\"_1173\":1174},[1252],{\"_101\":1177,\"_1177\":1253},\"Additionally, organizations should foster a culture of trust through open communication and emphasize that data is used for improvement, not punishment.\",{\"_101\":1170,\"_1171\":1255,\"_658\":1256},{\"_1173\":1174},[1257],{\"_101\":1177,\"_1177\":1258},\"Eric Schwake, director of cybersecurity strategy at Salt Security, said productivity monitoring data should enhance, rather than replace, effective management.\",{\"_101\":1170,\"_1171\":1260,\"_658\":1261},{\"_1173\":1174},[1262],{\"_101\":1177,\"_1177\":1263},\"“Use this data to identify bottlenecks, streamline workflows, and offer targeted support,” he said.\",{\"_101\":1170,\"_1171\":1265,\"_658\":1266},{\"_1173\":1174},[1267],{\"_101\":1177,\"_1177\":1268},\"Encourage open communication between managers and employees to address concerns and promote collaboration.\",{\"_101\":1170,\"_1171\":1270,\"_658\":1271},{\"_1173\":1174},[1272],{\"_101\":1177,\"_1177\":1273},\"He also recommended focusing on improving overall team performance and organizational efficiency rather than concentrating solely on individual metrics.\",{\"_101\":1164,\"_1171\":1275,\"_658\":1276},{\"_1173\":1174,\"_1221\":267},[1277],{\"_101\":1177,\"_1177\":1224},{\"_101\":1164,\"_1171\":1279,\"_658\":1280},{\"_1173\":1174,\"_1221\":267},[1281],{\"_101\":1177,\"_1229\":1282,\"_1177\":1284},[1283],{\"_101\":1232},\"Effectiveness an Open Question\",{\"_101\":1170,\"_1171\":1286,\"_658\":1287},{\"_1173\":1174},[1288],{\"_101\":1177,\"_1177\":1289},\"John Bambenek, president at Bambenek Consulting, said productivity monitoring is based on the premise that you can manage knowledge workers the same way you manage an assembly line, by X output per hour.\",{\"_101\":1170,\"_1171\":1291,\"_658\":1292},{\"_1173\":1174},[1293],{\"_101\":1177,\"_1177\":1294},\"“You can’t, and in environments where metrics are the mission, you always end up catering to the employees that work to manage the metrics instead of maximizing value, excellence, and profitability,” he said.\",{\"_101\":1170,\"_1171\":1296,\"_658\":1297},{\"_1173\":1174},[1298],{\"_101\":1177,\"_1177\":1299},\"He added if your front-line managers can’t assess whether your employees are actually creating value, then your problem is your front-line managers.\",{\"_101\":1170,\"_1171\":1301,\"_658\":1302},{\"_1173\":1174},[1303],{\"_101\":1177,\"_1177\":1304},\"“When productivity monitoring tools, where used, to try to prevent cheating in higher education, the results were poor, the false positives were high, and everyone was dissatisfied,” he said.\",{\"_101\":1170,\"_1171\":1306,\"_658\":1307},{\"_1173\":1174},[1308],{\"_101\":1177,\"_1177\":1309},\"Schwake said when implementing productivity monitoring tools, organizations should prioritize transparency and trust, and clearly communicate the program's goals, the data collected, and its intended use.\",{\"_101\":1170,\"_1171\":1311,\"_658\":1312},{\"_1173\":1174},[1313],{\"_101\":1177,\"_1177\":1314},\"“It is essential to clearly communicate the purpose, scope, and data collection practices to employees,” he said.\",{\"_101\":1170,\"_1171\":1316,\"_658\":1317},{\"_1173\":1174},[1318],{\"_101\":1177,\"_1177\":1319},\"He said it is important to obtain their consent and provide options for opting out.\",{\"_101\":1170,\"_1171\":1321,\"_658\":1322},{\"_1173\":1174},[1323],{\"_101\":1177,\"_1177\":1324},\"“Focus on analyzing aggregate data and trends to enhance workflows and support employee development rather than using the data for punitive measures,” Schwake said.\",{\"_101\":1170,\"_1171\":1326,\"_658\":1327},{\"_1173\":1174},[1328],{\"_101\":1177,\"_1177\":1329},\"Another important part of the program is to offer opportunities for employees to ask questions and provide feedback.\",{\"_101\":1170,\"_1171\":1331,\"_658\":1332},{\"_1173\":1174},[1333],{\"_101\":1177,\"_1177\":1334},\"“Emphasize that the focus is on improving workflows and supporting employee development rather than monitoring individuals,” he said. “Regularly review and update policies based on input and the latest best practices.”\",{\"_101\":1164,\"_1171\":1336,\"_658\":1337},{\"_1173\":1174,\"_1221\":267},[1338],{\"_101\":1177,\"_1177\":1224},{\"_101\":1164,\"_1171\":1340,\"_658\":1341},{\"_1173\":1174,\"_1221\":267},[1342],{\"_101\":1177,\"_1229\":1343,\"_1177\":1345},[1344],{\"_101\":1232},\"Role of AI In Productivity Monitoring\",{\"_101\":1170,\"_1171\":1347,\"_658\":1348},{\"_1173\":1174},[1349],{\"_101\":1177,\"_1177\":1350},\"AI can improve productivity monitoring by automating data analysis, identifying patterns, and offering personalized insights, and can enhance privacy by anonymizing or aggregating data.\",{\"_101\":1170,\"_1171\":1352,\"_658\":1353},{\"_1173\":1174},[1354],{\"_101\":1177,\"_1177\":1355},\"“However, using AI tools ethically and transparently and establishing clear guidelines for data usage and privacy protection is essential,” Schwake cautioned.\",{\"_101\":1170,\"_1171\":1357,\"_658\":1358},{\"_1173\":1174},[1359],{\"_101\":1177,\"_1177\":1360},\"Johnson said AI could potentially derive interesting new insights from a combination of employee activity data and relevant context.\",{\"_101\":1170,\"_1171\":1362,\"_658\":1363},{\"_1173\":1174},[1364],{\"_101\":1177,\"_1177\":1365},\"For example, imagine that a company experiences a significant drop in employee activity in the weeks following a major reorganization or even just following a handful of manger changes.\",{\"_101\":1170,\"_1171\":1367,\"_658\":1368},{\"_1173\":1174},[1369],{\"_101\":1177,\"_1177\":1370},\"“Tracking these patterns with their context can teach leaders a lot about managing change more effectively,” he said.\",{\"_101\":1170,\"_1171\":1372,\"_658\":1373},{\"_1173\":1174},[1374],{\"_101\":1177,\"_1177\":1375},\"He added AI could also potentially help by deriving insights from large volumes of conversational data between employees.\",{\"_101\":1170,\"_1171\":1377,\"_658\":1378},{\"_1173\":1174},[1379],{\"_101\":1177,\"_1177\":1380},\"For example, imagine that a change in employee activity coincides with lots of communication between employees that reveals anxiety or uncertainty.\",{\"_101\":1170,\"_1171\":1382,\"_658\":1383},{\"_1173\":1174},[1384],{\"_101\":1177,\"_1177\":1385},\"“This could give leaders much more insight into where employees are struggling and need help or clarity,” Johnson said.\",\"callToAction\",{\"_1177\":1388,\"_63\":1155},\"Read More\",\"2024-12-24T13:15:00.000Z\",{},{\"_814\":18,\"_815\":1392},[],{\"_819\":18,\"_820\":18},\"300_2v\",{\"_101\":1396,\"_794\":1397,\"_796\":1398,\"_3408\":3409},\"module_three_column_highlight\",\"blt20eb6d391c722c71\",{\"_798\":28,\"_119\":1399,\"_903\":904,\"_896\":897,\"_796\":1400},\"Three Column Highlight\",[1401,2493,2926],{\"_924\":1402,\"_119\":157,\"_1044\":2492},[1403,2151,2303],{\"_101\":927,\"_796\":1404},{\"_193\":194,\"_205\":1405,\"_207\":1406,\"_173\":1407,\"_178\":212,\"_181\":213,\"_1167\":1408,\"_180\":212,\"_183\":214,\"_185\":214,\"_805\":2145,\"_186\":215,\"_203\":221,\"_189\":157,\"_191\":158,\"_195\":2146,\"_811\":18,\"_817\":2148,\"_812\":2149},\"card-horizontal\",\"horizontal\",{\"_48\":211,\"_176\":177},[1409,1414,1419,1424,1429,1434,1439,1445,1450,1455,1460,1465,1470,1475,1480,1485,1490,1495,1500,1505,1510,1515,1520,1525,1530,1535,1540,1545,1550,1555,1560,1565,1570,1575,1580,1585,1590,1595,1600,1605,1610,1615,1620,1649,1654,1659,1664,1669,1674,1679,1684,1689,1694,1699,1704,1711,1716,1721,1760,1765,1837,1842,1847,1852,1857,1862,1867,1872,1877,1882,1887,1892,1897,1902,1907,1912,1917,1922,1927,1978,1983,1988,1993,2100,2105,2110,2115,2120,2125,2130,2135,2140],{\"_101\":1170,\"_1171\":1410,\"_658\":1411},{\"_1173\":1174},[1412],{\"_101\":1177,\"_1177\":1413},\"UCaaS and CCaaS pricing has been moving toward simplicity for the past decade.\",{\"_101\":1170,\"_1171\":1415,\"_658\":1416},{\"_1173\":1174},[1417],{\"_101\":1177,\"_1177\":1418},\"Buy a seat. Pick a tier. Add phone numbers, minutes, storage, workforce engagement, compliance, analytics or premium support as required. While the details were never quite as simple as the sales presentation suggested, the model was at least familiar. Organizations could forecast costs based on users, agents, usage patterns and the expected growth of the business.\",{\"_101\":1170,\"_1171\":1420,\"_658\":1421},{\"_1173\":1174},[1422],{\"_101\":1177,\"_1177\":1423},\"AI is changing that.\",{\"_101\":1170,\"_1171\":1425,\"_658\":1426},{\"_1173\":1174},[1427],{\"_101\":1177,\"_1177\":1428},\"Not because AI is simply another feature to be added to a bundle. AI is different because every time a user asks for a meeting summary, an agent requests a recommended response, a customer interacts with a virtual agent, or an AI system analyzes a conversation, the vendor may incur a real and variable cost.\",{\"_101\":1170,\"_1171\":1430,\"_658\":1431},{\"_1173\":1174},[1432],{\"_101\":1177,\"_1177\":1433},\"AI inference costs money.\",{\"_101\":1170,\"_1171\":1435,\"_658\":1436},{\"_1173\":1174},[1437],{\"_101\":1177,\"_1177\":1438},\"That simple fact is now reshaping UCaaS and CCaaS pricing.\",{\"_101\":1164,\"_1171\":1440,\"_658\":1442},{\"_1173\":1174,\"_1221\":1441},1,[1443],{\"_101\":1177,\"_1177\":1444},\"AI is not just another feature\",{\"_101\":1170,\"_1171\":1446,\"_658\":1447},{\"_1173\":1174},[1448],{\"_101\":1177,\"_1177\":1449},\"Traditional software economics are attractive because the marginal cost of usage is often low. Once a feature is built, supporting one more user may not materially change the vendor’s cost structure. That is one reason software vendors have loved per-user subscription pricing.\",{\"_101\":1170,\"_1171\":1451,\"_658\":1452},{\"_1173\":1174},[1453],{\"_101\":1177,\"_1177\":1454},\"AI disrupts that model.\",{\"_101\":1170,\"_1171\":1456,\"_658\":1457},{\"_1173\":1174},[1458],{\"_101\":1177,\"_1177\":1459},\"A generative AI feature is not merely “turned on.” It often requires processing prompts, retrieving context, sending data to a model, generating output, storing results, applying policy controls and logging activity. The more users use it, the more it can cost the vendor.\",{\"_101\":1170,\"_1171\":1461,\"_658\":1462},{\"_1173\":1174},[1463],{\"_101\":1177,\"_1177\":1464},\"This creates a problem.\",{\"_101\":1170,\"_1171\":1466,\"_658\":1467},{\"_1173\":1174},[1468],{\"_101\":1177,\"_1177\":1469},\"Vendors want to promote AI adoption because AI makes their platforms more valuable. At the same time, vendors cannot afford to let heavy AI users consume unlimited model capacity without some mechanism to recover those costs. As a result, AI is pushing UCaaS and CCaaS pricing away from simple bundles and toward hybrid models that combine base subscriptions with consumption-based charges.\",{\"_101\":1170,\"_1171\":1471,\"_658\":1472},{\"_1173\":1174},[1473],{\"_101\":1177,\"_1177\":1474},\"For customers, this introduces a new question: Am I enabling a useful feature or opening a new and unpredictable cost center?\",{\"_101\":1164,\"_1171\":1476,\"_658\":1477},{\"_1173\":1174,\"_1221\":1441},[1478],{\"_101\":1177,\"_1177\":1479},\"The bundle is not dead, but it is changing\",{\"_101\":1170,\"_1171\":1481,\"_658\":1482},{\"_1173\":1174},[1483],{\"_101\":1177,\"_1177\":1484},\"To be clear, bundled pricing is not going away. In fact, some vendors are still leaning heavily into AI as part of the bundle. Zoom has been one of the clearest examples.\",{\"_101\":1170,\"_1171\":1486,\"_658\":1487},{\"_1173\":1174},[1488],{\"_101\":1177,\"_1177\":1489},\"For the past couple of years, Zoom has differentiated itself by including many AI Companion capabilities at no additional cost with paid Zoom plans. Meeting summaries, in-meeting questions, note-taking, writing assistance and other productivity features helped Zoom make the argument that AI should be broadly available rather than reserved for users with a separate premium AI license.\",{\"_101\":1170,\"_1171\":1491,\"_658\":1492},{\"_1173\":1174},[1493],{\"_101\":1177,\"_1177\":1494},\"Cisco Webex has also included a range of AI Assistant capabilities in some Webex plans. Google has moved Gemini capabilities into Workspace plans. These examples show that some vendors still see bundled AI as a competitive advantage.\",{\"_101\":1170,\"_1171\":1496,\"_658\":1497},{\"_1173\":1174},[1498],{\"_101\":1177,\"_1177\":1499},\"But the bundle has limits. Microsoft 365 Copilot is still primarily sold as a per-user add-on. Anthropic’s Claude API pricing is explicitly token-based. Microsoft Copilot Studio introduces consumption-style economics through Copilot Credits, with different agent actions consuming different amounts of capacity.\",{\"_101\":1170,\"_1171\":1501,\"_658\":1502},{\"_1173\":1174},[1503],{\"_101\":1177,\"_1177\":1504},\"Across the broader AI market, we are seeing the same pattern: Basic access may be packaged, but heavy usage, advanced automation and developer or agentic scenarios are increasingly measured.\",{\"_101\":1170,\"_1171\":1506,\"_658\":1507},{\"_1173\":1174},[1508],{\"_101\":1177,\"_1177\":1509},\"In contact centers, this shift is even more pronounced.\",{\"_101\":1170,\"_1171\":1511,\"_658\":1512},{\"_1173\":1174},[1513],{\"_101\":1177,\"_1177\":1514},\"Genesys uses an AI Experience token model for certain AI capabilities. Cisco Webex Contact Center has AI Assistant and AI Agent licensing constructs. Amazon Connect Customer has long been built around usage-based pricing, so the addition of AI capabilities fits more naturally into a pay-as-you-go model. NiCE, Five9 and others are embedding AI across the customer experience stack through add-ons, bundles, quote-based models, or usage structures that may vary by capability, channel and volume.\",{\"_101\":1170,\"_1171\":1516,\"_658\":1517},{\"_1173\":1174},[1518],{\"_101\":1177,\"_1177\":1519},\"The result is not one universal AI pricing model. The result is pricing fragmentation.\",{\"_101\":1164,\"_1171\":1521,\"_658\":1522},{\"_1173\":1174,\"_1221\":1441},[1523],{\"_101\":1177,\"_1177\":1524},\"Zoom Shows the Pricing Transition in Real Time\",{\"_101\":1170,\"_1171\":1526,\"_658\":1527},{\"_1173\":1174},[1528],{\"_101\":1177,\"_1177\":1529},\"Zoom is an especially interesting example because it illustrates how quickly AI packaging is evolving.\",{\"_101\":1170,\"_1171\":1531,\"_658\":1532},{\"_1173\":1174},[1533],{\"_101\":1177,\"_1177\":1534},\"Zoom’s existing AI capabilities may still be included at no additional cost with paid Zoom plans, but Zoom has now announced ZoomMate, its AI teammate. The important word is “teammate.” ZoomMate is not just positioned as a meeting summarizer or chat helper. It is focused on completion. It is designed to move work forward, create outputs and help users get from conversation to deliverable.\",{\"_101\":1170,\"_1171\":1536,\"_658\":1537},{\"_1173\":1174},[1538],{\"_101\":1177,\"_1177\":1539},\"That matters for pricing.\",{\"_101\":1170,\"_1171\":1541,\"_658\":1542},{\"_1173\":1174},[1543],{\"_101\":1177,\"_1177\":1544},\"ZoomMate introduces a model based on plans that include AI credits. In other words, Zoom is preserving the idea that foundational AI should be included, while also creating a consumption-aware model for more advanced, output-oriented AI work.\",{\"_101\":1170,\"_1171\":1546,\"_658\":1547},{\"_1173\":1174},[1548],{\"_101\":1177,\"_1177\":1549},\"This is a useful distinction.\",{\"_101\":1170,\"_1171\":1551,\"_658\":1552},{\"_1173\":1174},[1553],{\"_101\":1177,\"_1177\":1554},\"There is a difference between AI that summarizes what happened and AI that creates what happens next. A meeting summary is helpful. A document, proposal, project plan, workflow, analysis, customer response or set of follow-up actions is closer to work product. As AI moves from assistance to completion, vendors are increasingly looking for ways to meter that additional value.\",{\"_101\":1170,\"_1171\":1556,\"_658\":1557},{\"_1173\":1174},[1558],{\"_101\":1177,\"_1177\":1559},\"This does not make Zoom’s approach wrong. In fact, it may be a reasonable way to separate everyday AI assistance from higher-value AI work. But it does reinforce the broader trend: the more AI behaves like a worker, the more vendors want a pricing model that reflects how much work the AI performs.\",{\"_101\":1164,\"_1171\":1561,\"_658\":1562},{\"_1173\":1174,\"_1221\":1441},[1563],{\"_101\":1177,\"_1177\":1564},\"Why vendors like consumption pricing\",{\"_101\":1170,\"_1171\":1566,\"_658\":1567},{\"_1173\":1174},[1568],{\"_101\":1177,\"_1177\":1569},\"From the vendor perspective, consumption pricing makes sense. If one customer uses AI meeting summaries occasionally and another customer uses AI agents to handle thousands of customer interactions, those two customers should probably not generate the same cost or pay the same price.\",{\"_101\":1170,\"_1171\":1571,\"_658\":1572},{\"_1173\":1174},[1573],{\"_101\":1177,\"_1177\":1574},\"Consumption pricing also gives vendors flexibility. As model costs change, vendors can adjust their credit ratios, token multipliers, included allowances, or overage rates without completely rebuilding the core subscription model.\",{\"_101\":1170,\"_1171\":1576,\"_658\":1577},{\"_1173\":1174},[1578],{\"_101\":1177,\"_1177\":1579},\"This matters because AI economics are still moving quickly. The cost of models may decline, but the amount of AI being used may increase even faster. More capable models also tend to encourage more ambitious use cases. The summary that once analyzed a 30-minute meeting may become a multi-step agent that reads documents, updates CRM records, drafts emails, creates tasks, creates a presentation, and schedules follow-up meetings.\",{\"_101\":1170,\"_1171\":1581,\"_658\":1582},{\"_1173\":1174},[1583],{\"_101\":1177,\"_1177\":1584},\"That is great from a productivity perspective. It is less great if the CFO cannot predict the bill.\",{\"_101\":1164,\"_1171\":1586,\"_658\":1587},{\"_1173\":1174,\"_1221\":1441},[1588],{\"_101\":1177,\"_1177\":1589},\"Human teammates have predictable costs. AI teammates may not.\",{\"_101\":1170,\"_1171\":1591,\"_658\":1592},{\"_1173\":1174},[1593],{\"_101\":1177,\"_1177\":1594},\"There is another way to think about this.\",{\"_101\":1170,\"_1171\":1596,\"_658\":1597},{\"_1173\":1174},[1598],{\"_101\":1177,\"_1177\":1599},\"When you hire a human assistant, analyst, designer, developer or contact center agent, you typically know what that person will cost. They may be paid a salary. They may be paid hourly. They may receive benefits, bonuses or overtime. But the basic cost model is understandable.\",{\"_101\":1170,\"_1171\":1601,\"_658\":1602},{\"_1173\":1174},[1603],{\"_101\":1177,\"_1177\":1604},\"They do not usually charge more because they had a productive day.\",{\"_101\":1170,\"_1171\":1606,\"_658\":1607},{\"_1173\":1174},[1608],{\"_101\":1177,\"_1177\":1609},\"Your assistant does not send you a separate invoice for every email drafted. Your analyst does not bill by the paragraph. Your project manager does not charge extra for every task added to a Gantt chart. Your designer does not meter every slide. Your Excel expert does not charge per formula.\",{\"_101\":1170,\"_1171\":1611,\"_658\":1612},{\"_1173\":1174},[1613],{\"_101\":1177,\"_1177\":1614},\"Yes, consultants and agencies may bill hourly or by project. But internal teammates are generally budgeted as capacity. You pay for access to their time, judgment and output within an agreed structure.\",{\"_101\":1170,\"_1171\":1616,\"_658\":1617},{\"_1173\":1174},[1618],{\"_101\":1177,\"_1177\":1619},\"AI teammates are being framed very differently.\",{\"_101\":1170,\"_1171\":1621,\"_658\":1622},{\"_1173\":1174},[1623,1625,1630,1632,1636,1637,1641,1643,1647],{\"_101\":1177,\"_1177\":1624},\"The marketing language says \",{\"_101\":1177,\"_1229\":1626,\"_1177\":1629},[1627],{\"_101\":1628},\"italic\",\"assistant\",{\"_101\":1177,\"_1177\":1631},\", \",{\"_101\":1177,\"_1229\":1633,\"_1177\":1635},[1634],{\"_101\":1628},\"copilot\",{\"_101\":1177,\"_1177\":1631},{\"_101\":1177,\"_1229\":1638,\"_1177\":1640},[1639],{\"_101\":1628},\"agent\",{\"_101\":1177,\"_1177\":1642},\" or \",{\"_101\":1177,\"_1229\":1644,\"_1177\":1646},[1645],{\"_101\":1628},\"teammate\",{\"_101\":1177,\"_1177\":1648},\". The pricing model may say something else entirely. It may say you are paying per token, per credit, per task, per interaction, per document, per generated asset or per automated workflow.\",{\"_101\":1170,\"_1171\":1650,\"_658\":1651},{\"_1173\":1174},[1652],{\"_101\":1177,\"_1177\":1653},\"That creates a strange disconnect: The AI is presented as a teammate but priced like a utility meter.\",{\"_101\":1170,\"_1171\":1655,\"_658\":1656},{\"_1173\":1174},[1657],{\"_101\":1177,\"_1177\":1658},\"This matters because the value proposition for AI is often positioned as a 7x24x365 worker that can tirelessly do infinite work. Create more documents. Summarize more meetings. Handle more customer interactions. Generate more responses. Build more slides. Analyze more data. Automate more processes.\",{\"_101\":1170,\"_1171\":1660,\"_658\":1661},{\"_1173\":1174},[1662],{\"_101\":1177,\"_1177\":1663},\"But if every additional unit of output creates additional cost, organizations may become reluctant to use AI for exactly the work it is supposed to accelerate.\",{\"_101\":1170,\"_1171\":1665,\"_658\":1666},{\"_1173\":1174},[1667],{\"_101\":1177,\"_1177\":1668},\"That is not how we usually think about human productivity. If a talented employee produces more high-quality work, we celebrate it. If an AI teammate produces more high-quality work, we may need to check whether we can still afford it!\",{\"_101\":1164,\"_1171\":1670,\"_658\":1671},{\"_1173\":1174,\"_1221\":1441},[1672],{\"_101\":1177,\"_1177\":1673},\"Why customers should be concerned\",{\"_101\":1170,\"_1171\":1675,\"_658\":1676},{\"_1173\":1174},[1677],{\"_101\":1177,\"_1177\":1678},\"There is a reasonable argument in favor of consumption pricing. If you do not use a service, you should not pay for it. That is attractive, especially for organizations that want to experiment with AI without committing to large, all-user licenses.\",{\"_101\":1170,\"_1171\":1680,\"_658\":1681},{\"_1173\":1174},[1682],{\"_101\":1177,\"_1177\":1683},\"Costs scaling down is not a problem. The problem is that costs can scale up in ways that are difficult to anticipate.\",{\"_101\":1170,\"_1171\":1685,\"_658\":1686},{\"_1173\":1174},[1687],{\"_101\":1177,\"_1177\":1688},\"It is impossible for business users to know how many tokens are consumed by asking an AI assistant to summarize a meeting, compare two policy documents, translate a conversation, score a customer interaction, create a proposal, build a deck or route a contact center escalation. Additionally, most IT administrators do not want to become full-time AI cost accountants. Certainly, most CFOs do not want another unpredictable cloud bill.\",{\"_101\":1170,\"_1171\":1690,\"_658\":1691},{\"_1173\":1174},[1692],{\"_101\":1177,\"_1177\":1693},\"This becomes especially problematic when AI moves from individual productivity to operational workflows.\",{\"_101\":1170,\"_1171\":1695,\"_658\":1696},{\"_1173\":1174},[1697],{\"_101\":1177,\"_1177\":1698},\"If a user runs out of AI credits and cannot generate an email draft, that is annoying. If a contact center automation stops working during a peak service window because credits have been exhausted, that is operationally serious.\",{\"_101\":1170,\"_1171\":1700,\"_658\":1701},{\"_1173\":1174},[1702],{\"_101\":1177,\"_1177\":1703},\"UCaaS and CCaaS platforms are not experimental playgrounds. They are business-critical systems. Calls need to be completed. Customers need to be served. Human agents need assistance. Supervisors need visibility. AI should enhance those workflows, not introduce a new failure mode: “out of AI tokens.”\",{\"_101\":1170,\"_1171\":1705,\"_658\":1706},{\"_1173\":1174},[1707],{\"_101\":1177,\"_1229\":1708,\"_1177\":1710},[1709],{\"_101\":1628},\"Editor’s Note: A new Denial of Wallet (DoW) attack is a specialized cyber threat targeting the financial models of cloud infrastructure and modern AI integrations. Unlike a traditional Denial of Service (DoS) attack, which attempts to flood a system to cause downtime, a DoW attack exploits the elastic, pay-as-you-go billing model of modern AI-powered architectures. The goal is not to crash the AI chatbot, but rather to keep it running seamlessly while forcing the application owner to incur astronomical API and token costs.\",{\"_101\":1164,\"_1171\":1712,\"_658\":1713},{\"_1173\":1174,\"_1221\":1441},[1714],{\"_101\":1177,\"_1177\":1715},\"The New Enterprise Buying Conversation\",{\"_101\":1170,\"_1171\":1717,\"_658\":1718},{\"_1173\":1174},[1719],{\"_101\":1177,\"_1177\":1720},\"For years, enterprise buyers have asked familiar licensing questions:\",{\"_101\":1722,\"_658\":1723},\"bulletList\",[1724,1732,1739,1746,1753],{\"_101\":1725,\"_658\":1726},\"listItem\",[1727],{\"_101\":1170,\"_1171\":1728,\"_658\":1729},{\"_1173\":1174},[1730],{\"_101\":1177,\"_1177\":1731},\"How many users need the platform?\",{\"_101\":1725,\"_658\":1733},[1734],{\"_101\":1170,\"_1171\":1735,\"_658\":1736},{\"_1173\":1174},[1737],{\"_101\":1177,\"_1177\":1738},\"Which features are included?\",{\"_101\":1725,\"_658\":1740},[1741],{\"_101\":1170,\"_1171\":1742,\"_658\":1743},{\"_1173\":1174},[1744],{\"_101\":1177,\"_1177\":1745},\"What is the price per user per month?\",{\"_101\":1725,\"_658\":1747},[1748],{\"_101\":1170,\"_1171\":1749,\"_658\":1750},{\"_1173\":1174},[1751],{\"_101\":1177,\"_1177\":1752},\"What are the contract terms?\",{\"_101\":1725,\"_658\":1754},[1755],{\"_101\":1170,\"_1171\":1756,\"_658\":1757},{\"_1173\":1174},[1758],{\"_101\":1177,\"_1177\":1759},\"What are the discounts?\",{\"_101\":1170,\"_1171\":1761,\"_658\":1762},{\"_1173\":1174},[1763],{\"_101\":1177,\"_1177\":1764},\"AI adds a new layer of questions:\",{\"_101\":1722,\"_658\":1766},[1767,1774,1781,1788,1795,1802,1809,1816,1823,1830],{\"_101\":1725,\"_658\":1768},[1769],{\"_101\":1170,\"_1171\":1770,\"_658\":1771},{\"_1173\":1174},[1772],{\"_101\":1177,\"_1177\":1773},\"How much AI is included?\",{\"_101\":1725,\"_658\":1775},[1776],{\"_101\":1170,\"_1171\":1777,\"_658\":1778},{\"_1173\":1174},[1779],{\"_101\":1177,\"_1177\":1780},\"What counts as an AI transaction?\",{\"_101\":1725,\"_658\":1782},[1783],{\"_101\":1170,\"_1171\":1784,\"_658\":1785},{\"_1173\":1174},[1786],{\"_101\":1177,\"_1177\":1787},\"How many credits (or tokens or $) does each action consume?\",{\"_101\":1725,\"_658\":1789},[1790],{\"_101\":1170,\"_1171\":1791,\"_658\":1792},{\"_1173\":1174},[1793],{\"_101\":1177,\"_1177\":1794},\"Are credits pooled across users, departments, agents or the entire tenant?\",{\"_101\":1725,\"_658\":1796},[1797],{\"_101\":1170,\"_1171\":1798,\"_658\":1799},{\"_1173\":1174},[1800],{\"_101\":1177,\"_1177\":1801},\"What happens when credits run out?\",{\"_101\":1725,\"_658\":1803},[1804],{\"_101\":1170,\"_1171\":1805,\"_658\":1806},{\"_1173\":1174},[1807],{\"_101\":1177,\"_1177\":1808},\"Can we cap usage?\",{\"_101\":1725,\"_658\":1810},[1811],{\"_101\":1170,\"_1171\":1812,\"_658\":1813},{\"_1173\":1174},[1814],{\"_101\":1177,\"_1177\":1815},\"Can we get alerts before overages occur?\",{\"_101\":1725,\"_658\":1817},[1818],{\"_101\":1170,\"_1171\":1819,\"_658\":1820},{\"_1173\":1174},[1821],{\"_101\":1177,\"_1177\":1822},\"Can we see usage by department, feature, user, agent, workflow, and customer interaction?\",{\"_101\":1725,\"_658\":1824},[1825],{\"_101\":1170,\"_1171\":1826,\"_658\":1827},{\"_1173\":1174},[1828],{\"_101\":1177,\"_1177\":1829},\"Can unused credits roll over?\",{\"_101\":1725,\"_658\":1831},[1832],{\"_101\":1170,\"_1171\":1833,\"_658\":1834},{\"_1173\":1174},[1835],{\"_101\":1177,\"_1177\":1836},\"Can we negotiate fixed pricing for specific use cases?\",{\"_101\":1170,\"_1171\":1838,\"_658\":1839},{\"_1173\":1174},[1840],{\"_101\":1177,\"_1177\":1841},\"These questions are no longer procurement details. They are governance questions.\",{\"_101\":1164,\"_1171\":1843,\"_658\":1844},{\"_1173\":1174,\"_1221\":1441},[1845],{\"_101\":1177,\"_1177\":1846},\"AI pricing will shape AI adoption\",{\"_101\":1170,\"_1171\":1848,\"_658\":1849},{\"_1173\":1174},[1850],{\"_101\":1177,\"_1177\":1851},\"Here is the uncomfortable irony: Vendors are investing heavily in AI because they want customers to use AI more broadly, but if AI pricing feels unpredictable, customers may use AI less.\",{\"_101\":1170,\"_1171\":1853,\"_658\":1854},{\"_1173\":1174},[1855],{\"_101\":1177,\"_1177\":1856},\"That is particularly true in contact centers, where leaders already need to balance service levels, agent staffing, customer satisfaction, handle time, containment rates, compliance, quality management and workforce costs. If every new AI use case introduces a new consumption model, many organizations will slow down deployment simply to avoid budget surprises.\",{\"_101\":1170,\"_1171\":1858,\"_658\":1859},{\"_1173\":1174},[1860],{\"_101\":1177,\"_1177\":1861},\"The same issue applies in UCaaS.\",{\"_101\":1170,\"_1171\":1863,\"_658\":1864},{\"_1173\":1174},[1865],{\"_101\":1177,\"_1177\":1866},\"Meeting summaries, voicemail summaries, call recaps, translation, AI-generated follow-up tasks, documents, workflows and project updates are highly useful. But if IT leaders are unsure whether broad usage will trigger unexpected costs, they may restrict features, limit access or delay rollout. That would be bad for users, bad for business outcomes and ultimately bad for vendors.\",{\"_101\":1170,\"_1171\":1868,\"_658\":1869},{\"_1173\":1174},[1870],{\"_101\":1177,\"_1177\":1871},\"Predictability drives adoption. Uncertainty creates friction.\",{\"_101\":1164,\"_1171\":1873,\"_658\":1874},{\"_1173\":1174,\"_1221\":1441},[1875],{\"_101\":1177,\"_1177\":1876},\"Will consumption pricing reduce vendor incentive to optimize?\",{\"_101\":1170,\"_1171\":1878,\"_658\":1879},{\"_1173\":1174},[1880],{\"_101\":1177,\"_1177\":1881},\"Here is the more strategic question: If vendors can pass AI consumption costs directly to customers, does that reduce the incentive to optimize in ways that benefit customers?\",{\"_101\":1170,\"_1171\":1883,\"_658\":1884},{\"_1173\":1174},[1885],{\"_101\":1177,\"_1177\":1886},\"In theory, vendors should still want to minimize AI costs. Lower costs can improve margins, support more competitive pricing and encourage broader adoption. A vendor could use a smaller language model for simple summarization tasks, a larger model for complex reasoning and retrieval-augmented generation only when needed. Vendors could cache results, reduce unnecessary context windows, optimize prompts or use domain-specific models. These choices can lower costs and improve performance.\",{\"_101\":1170,\"_1171\":1888,\"_658\":1889},{\"_1173\":1174},[1890],{\"_101\":1177,\"_1177\":1891},\"But consumption billing changes the incentive structure.\",{\"_101\":1170,\"_1171\":1893,\"_658\":1894},{\"_1173\":1174},[1895],{\"_101\":1177,\"_1177\":1896},\"If a vendor reduces its own AI delivery costs but continues charging customers based on the same credits, tokens, transactions or usage units, the savings may not flow through to the customer. The vendor’s margins improve, but the customer’s bill may stay the same. In that scenario, optimization becomes a vendor profitability strategy, not necessarily a customer value strategy.\",{\"_101\":1170,\"_1171\":1898,\"_658\":1899},{\"_1173\":1174},[1900],{\"_101\":1177,\"_1177\":1901},\"That does not mean vendors will behave badly. It does mean customers should pay attention.\",{\"_101\":1170,\"_1171\":1903,\"_658\":1904},{\"_1173\":1174},[1905],{\"_101\":1177,\"_1177\":1906},\"With traditional bundled pricing, vendors have a strong incentive to manage internal costs because the customer price is relatively fixed. With consumption billing, the vendor may be able to protect itself from heavy usage while also benefiting from efficiency gains that customers cannot see.\",{\"_101\":1164,\"_1171\":1908,\"_658\":1909},{\"_1173\":1174,\"_1221\":1441},[1910],{\"_101\":1177,\"_1177\":1911},\"The competitive opportunity: predictable AI\",{\"_101\":1170,\"_1171\":1913,\"_658\":1914},{\"_1173\":1174},[1915],{\"_101\":1177,\"_1177\":1916},\"The next competitive battleground may not be “who has the most AI features.” It may be “who has the most predictable AI pricing.”\",{\"_101\":1170,\"_1171\":1918,\"_658\":1919},{\"_1173\":1174},[1920],{\"_101\":1177,\"_1177\":1921},\"Vendors that can offer meaningful AI capabilities within a fixed subscription may have an advantage, especially for organizations that value budget certainty. Vendors that provide generous pooled credits, clear calculators, strong admin controls and transparent reporting will also be easier to trust.\",{\"_101\":1170,\"_1171\":1923,\"_658\":1924},{\"_1173\":1174},[1925],{\"_101\":1177,\"_1177\":1926},\"The best pricing models will likely combine several elements:\",{\"_101\":1722,\"_658\":1928},[1929,1936,1943,1950,1957,1964,1971],{\"_101\":1725,\"_658\":1930},[1931],{\"_101\":1170,\"_1171\":1932,\"_658\":1933},{\"_1173\":1174},[1934],{\"_101\":1177,\"_1177\":1935},\"A useful amount of AI usage included in the base plan\",{\"_101\":1725,\"_658\":1937},[1938],{\"_101\":1170,\"_1171\":1939,\"_658\":1940},{\"_1173\":1174},[1941],{\"_101\":1177,\"_1177\":1942},\"Pooled usage credits that can be shared across the organization\",{\"_101\":1725,\"_658\":1944},[1945],{\"_101\":1170,\"_1171\":1946,\"_658\":1947},{\"_1173\":1174},[1948],{\"_101\":1177,\"_1177\":1949},\"Clear metering that maps usage to understandable business activities\",{\"_101\":1725,\"_658\":1951},[1952],{\"_101\":1170,\"_1171\":1953,\"_658\":1954},{\"_1173\":1174},[1955],{\"_101\":1177,\"_1177\":1956},\"Admin controls to prevent runaway costs\",{\"_101\":1725,\"_658\":1958},[1959],{\"_101\":1170,\"_1171\":1960,\"_658\":1961},{\"_1173\":1174},[1962],{\"_101\":1177,\"_1177\":1963},\"Alerts before thresholds are reached\",{\"_101\":1725,\"_658\":1965},[1966],{\"_101\":1170,\"_1171\":1967,\"_658\":1968},{\"_1173\":1174},[1969],{\"_101\":1177,\"_1177\":1970},\"The ability to buy additional capacity at predictable rates\",{\"_101\":1725,\"_658\":1972},[1973],{\"_101\":1170,\"_1171\":1974,\"_658\":1975},{\"_1173\":1174},[1976],{\"_101\":1177,\"_1177\":1977},\"Enterprise options for fixed-price AI use cases\",{\"_101\":1170,\"_1171\":1979,\"_658\":1980},{\"_1173\":1174},[1981],{\"_101\":1177,\"_1177\":1982},\"In other words, customers do not necessarily need AI to be free. They need AI costs to be understandable.\",{\"_101\":1164,\"_1171\":1984,\"_658\":1985},{\"_1173\":1174,\"_1221\":1441},[1986],{\"_101\":1177,\"_1177\":1987},\"Questions to ask your UCaaS or CCaaS vendor\",{\"_101\":1170,\"_1171\":1989,\"_658\":1990},{\"_1173\":1174},[1991],{\"_101\":1177,\"_1177\":1992},\"Before signing or renewing a UCaaS or CCaaS agreement, organizations should ask much more specific AI pricing questions than they did even a year ago.\",{\"_101\":1722,\"_658\":1994},[1995,2002,2009,2016,2023,2030,2037,2044,2051,2058,2065,2072,2079,2086,2093],{\"_101\":1725,\"_658\":1996},[1997],{\"_101\":1170,\"_1171\":1998,\"_658\":1999},{\"_1173\":1174},[2000],{\"_101\":1177,\"_1177\":2001},\"How do I estimate AI usage/consumption costs before deployment?\",{\"_101\":1725,\"_658\":2003},[2004],{\"_101\":1170,\"_1171\":2005,\"_658\":2006},{\"_1173\":1174},[2007],{\"_101\":1177,\"_1177\":2008},\"Does the vendor provide a calculator based on my expected usage?\",{\"_101\":1725,\"_658\":2010},[2011],{\"_101\":1170,\"_1171\":2012,\"_658\":2013},{\"_1173\":1174},[2014],{\"_101\":1177,\"_1177\":2015},\"Which AI features are included in the base license?\",{\"_101\":1725,\"_658\":2017},[2018],{\"_101\":1170,\"_1171\":2019,\"_658\":2020},{\"_1173\":1174},[2021],{\"_101\":1177,\"_1177\":2022},\"Which AI features consume credits, tokens, sessions, minutes or other metered units?\",{\"_101\":1725,\"_658\":2024},[2025],{\"_101\":1170,\"_1171\":2026,\"_658\":2027},{\"_1173\":1174},[2028],{\"_101\":1177,\"_1177\":2029},\"Are AI credits pooled across the tenant, or assigned to individual users or groups?\",{\"_101\":1725,\"_658\":2031},[2032],{\"_101\":1170,\"_1171\":2033,\"_658\":2034},{\"_1173\":1174},[2035],{\"_101\":1177,\"_1177\":2036},\"Do credits expire?\",{\"_101\":1725,\"_658\":2038},[2039],{\"_101\":1170,\"_1171\":2040,\"_658\":2041},{\"_1173\":1174},[2042],{\"_101\":1177,\"_1177\":2043},\"Do unused credits accrue?\",{\"_101\":1725,\"_658\":2045},[2046],{\"_101\":1170,\"_1171\":2047,\"_658\":2048},{\"_1173\":1174},[2049],{\"_101\":1177,\"_1177\":2050},\"What happens when included credits are exhausted?\",{\"_101\":1725,\"_658\":2052},[2053],{\"_101\":1170,\"_1171\":2054,\"_658\":2055},{\"_1173\":1174},[2056],{\"_101\":1177,\"_1177\":2057},\"Can I block overages?\",{\"_101\":1725,\"_658\":2059},[2060],{\"_101\":1170,\"_1171\":2061,\"_658\":2062},{\"_1173\":1174},[2063],{\"_101\":1177,\"_1177\":2064},\"Can I set hard caps by department, region, feature or use case?\",{\"_101\":1725,\"_658\":2066},[2067],{\"_101\":1170,\"_1171\":2068,\"_658\":2069},{\"_1173\":1174},[2070],{\"_101\":1177,\"_1177\":2071},\"What reports are available to show AI usage and spend?\",{\"_101\":1725,\"_658\":2073},[2074],{\"_101\":1170,\"_1171\":2075,\"_658\":2076},{\"_1173\":1174},[2077],{\"_101\":1177,\"_1177\":2078},\"Can I see consumption by user, agent, workflow, channel and feature?\",{\"_101\":1725,\"_658\":2080},[2081],{\"_101\":1170,\"_1171\":2082,\"_658\":2083},{\"_1173\":1174},[2084],{\"_101\":1177,\"_1177\":2085},\"How are AI costs handled for customer-facing agents or virtual agents?\",{\"_101\":1725,\"_658\":2087},[2088],{\"_101\":1170,\"_1171\":2089,\"_658\":2090},{\"_1173\":1174},[2091],{\"_101\":1177,\"_1177\":2092},\"Can I negotiate a fixed price for high-volume or business-critical AI workflows?\",{\"_101\":1725,\"_658\":2094},[2095],{\"_101\":1170,\"_1171\":2096,\"_658\":2097},{\"_1173\":1174},[2098],{\"_101\":1177,\"_1177\":2099},\"What contractual protections are available if the vendor changes token ratios, credit consumption rates or feature packaging?\",{\"_101\":1170,\"_1171\":2101,\"_658\":2102},{\"_1173\":1174},[2103],{\"_101\":1177,\"_1177\":2104},\"If a vendor cannot answer these questions clearly, that is a signal — not necessarily a reason to walk away, but certainly a reason to slow down.\",{\"_101\":1164,\"_1171\":2106,\"_658\":2107},{\"_1173\":1174,\"_1221\":1441},[2108],{\"_101\":1177,\"_1177\":2109},\"\\\"Useful\\\" is only the beginning for AI value\",{\"_101\":1170,\"_1171\":2111,\"_658\":2112},{\"_1173\":1174},[2113],{\"_101\":1177,\"_1177\":2114},\"AI can provide significant business value in UCaaS and CCaaS. It can summarize meetings, prioritize messages, assist agents, coach supervisors, automate workflows, improve customer self-service, reduce handle time and create deliverables that would otherwise take people hours to produce manually.\",{\"_101\":1170,\"_1171\":2116,\"_658\":2117},{\"_1173\":1174},[2118],{\"_101\":1177,\"_1177\":2119},\"But AI is not free to deliver. That means vendors need to monetize it. The question is whether they do so in a way that supports adoption or discourages it.\",{\"_101\":1170,\"_1171\":2121,\"_658\":2122},{\"_1173\":1174},[2123],{\"_101\":1177,\"_1177\":2124},\"This is where the language matters. If vendors are going to call these capabilities assistants, copilots, agents and teammates, customers will naturally compare them with human assistants and human teammates. Human teammates may be expensive, but their costs are usually predictable. AI teammates may be cheaper in some scenarios, but if they effectively charge by the word, slide, formula, document, interaction or workflow, the cost model becomes harder to manage.\",{\"_101\":1170,\"_1171\":2126,\"_658\":2127},{\"_1173\":1174},[2128],{\"_101\":1177,\"_1177\":2129},\"That unpredictability creates friction.\",{\"_101\":1170,\"_1171\":2131,\"_658\":2132},{\"_1173\":1174},[2133],{\"_101\":1177,\"_1177\":2134},\"Consumption billing may be reasonable for some high-volume or high-value use cases, especially where AI is directly replacing manual work. But for core communications and customer experience workflows, too much metering may slow adoption. Organizations do not want to worry that a helpful AI teammate will become less helpful simply because the credit balance is running low — or unhelpful because the credits ran out.\",{\"_101\":1170,\"_1171\":2136,\"_658\":2137},{\"_1173\":1174},[2138],{\"_101\":1177,\"_1177\":2139},\"The UCaaS and CCaaS vendors that win will not simply be the ones with the flashiest AI features. They will be the ones that make AI useful, governed, secure and financially predictable.\",{\"_101\":1170,\"_1171\":2141,\"_658\":2142},{\"_1173\":1174},[2143],{\"_101\":1177,\"_1177\":2144},\"In the enterprise, useful AI is only half the equation. The AI that wins will be the AI organizations can deploy broadly, govern confidently and use at a fair and predictable cost.\",{},[2147],{\"_61\":218,\"_201\":220,\"_199\":219},{\"_819\":18,\"_820\":18},{\"_814\":18,\"_815\":2150},[],{\"_101\":927,\"_796\":2152},{\"_193\":194,\"_205\":1405,\"_207\":1406,\"_173\":2153,\"_178\":246,\"_181\":247,\"_1167\":2154,\"_180\":246,\"_183\":248,\"_185\":248,\"_805\":2297,\"_186\":249,\"_203\":255,\"_189\":157,\"_191\":158,\"_195\":2298,\"_811\":18,\"_817\":2300,\"_812\":2301},{\"_48\":245,\"_176\":177},[2155,2162,2230,2237,2250,2270,2282,2287,2292],{\"_101\":1170,\"_1171\":2156,\"_658\":2157},{\"_1173\":1174},[2158],{\"_101\":1177,\"_1229\":2159,\"_1177\":2161},[2160],{\"_101\":1232},\"No Jitter Brief:\",{\"_101\":1722,\"_658\":2163},[2164,2198,2218],{\"_101\":1725,\"_658\":2165},[2166],{\"_101\":1170,\"_1171\":2167,\"_658\":2168},{\"_1173\":1174},[2169,2171,2180,2182,2188,2190,2196],{\"_101\":1177,\"_1177\":2170},\"After reporting a \",{\"_101\":1177,\"_1229\":2172,\"_1177\":2179},[2173],{\"_101\":199,\"_1171\":2174},{\"_5\":2175,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.nojitter.com/contact-centers/8x8-q4-and-fiscal-year-2026-results-highlight-shift-to-usage-based-pricing\",\"target\",\"rel\",\"class\",\"strong fiscal year 2026\",{\"_101\":1177,\"_1177\":2181},\" and fiscal Q4 2026, 8x8 launched \",{\"_101\":1177,\"_1229\":2183,\"_1177\":2187},[2184],{\"_101\":199,\"_1171\":2185},{\"_5\":2186,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.investors.8x8.com/news-releases/news-release-details/8x8-introduces-8x8-pulse-conversational-intelligence-built-where\",\"8x8 Pulse\",{\"_101\":1177,\"_1177\":2189},\" and \",{\"_101\":1177,\"_1229\":2191,\"_1177\":2195},[2192],{\"_101\":199,\"_1171\":2193},{\"_5\":2194,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.investors.8x8.com/news-releases/news-release-details/8x8-announces-8x8-resolve-critical-communications-solution-built\",\"8x8 Resolve\",{\"_101\":1177,\"_1177\":2197},\", the company announced on Wednesday. Pulse is intended to turn everyday business conversations into a “working source of truth.” Resolve is a mobile-first communications and incident management solution to reach deskless and distributed workers.\",{\"_101\":1725,\"_658\":2199},[2200],{\"_101\":1170,\"_1171\":2201,\"_658\":2202},{\"_1173\":1174},[2203,2208,2210,2216],{\"_101\":1177,\"_1229\":2204,\"_1177\":2195},[2205],{\"_101\":199,\"_1171\":2206},{\"_5\":2207,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.8x8.com/products/resolve\",{\"_101\":1177,\"_1177\":2209},\" delivers alerts across SMS, voice, WhatsApp and the 8x8 Work mobile app. Resolve targets frontline workers who comprise \",{\"_101\":1177,\"_1229\":2211,\"_1177\":2215},[2212],{\"_101\":199,\"_1171\":2213},{\"_5\":2214,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.prnewswire.com/news-releases/josh-bersin-company-highlights-cost-of-neglecting-frontline-workers-302605608.html\",\"70% of the global workforce\",{\"_101\":1177,\"_1177\":2217},\", according to one estimate. These employees may not have a corporate-issued email or device, but they likely carry a personal device. If something occurs that requires immediate notification, these individuals need to be alerted just as much as desk workers. Resolve ensures that happens and creates an audit trail.\",{\"_101\":1725,\"_658\":2219},[2220],{\"_101\":1170,\"_1171\":2221,\"_658\":2222},{\"_1173\":1174},[2223,2228],{\"_101\":1177,\"_1229\":2224,\"_1177\":2187},[2225],{\"_101\":199,\"_1171\":2226},{\"_5\":2227,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.8x8.com/products/pulse\",{\"_101\":1177,\"_1177\":2229},\" is a conversational intelligence solution that allows users to interrogate and reason across “sales calls, customer success reviews, support escalations, executive briefings, emails, support tickets” as well as information from telemetry, CRM, financial and other data repositories across the business, per the announcement. This gives users that working source of truth for how their organization is faring.\",{\"_101\":1170,\"_1171\":2231,\"_658\":2232},{\"_1173\":1174},[2233],{\"_101\":1177,\"_1229\":2234,\"_1177\":2236},[2235],{\"_101\":1232},\"No Jitter Insight:\",{\"_101\":1170,\"_1171\":2238,\"_658\":2239},{\"_1173\":1174},[2240,2242,2248],{\"_101\":1177,\"_1177\":2241},\"During \",{\"_101\":1177,\"_1229\":2243,\"_1177\":2247},[2244],{\"_101\":199,\"_1171\":2245},{\"_5\":2246,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://seekingalpha.com/article/4906724-8x8-inc-eght-q4-2026-earnings-call-transcript\",\"8x8’s May earnings call\",{\"_101\":1177,\"_1177\":2249},\", Samuel Wilson, 8x8’s CEO and Director, argued that the walls are coming down between formerly separate products like UC\u0026C, contact center, CPaaS and CRM. Both Resolve and Pulse demonstrate this AI-driven line blurring.\",{\"_101\":1170,\"_1171\":2251,\"_658\":2252},{\"_1173\":1174},[2253,2255,2261,2263,2268],{\"_101\":1177,\"_1177\":2254},\"“8x8 Resolve is new and unique, yet utterly obvious. It essentially adds CPaaS features to \",{\"_101\":1177,\"_1229\":2256,\"_1177\":2260},[2257],{\"_101\":199,\"_1171\":2258},{\"_5\":2259,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.8x8.com/products/ai-studio\",\"AI Studio\",{\"_101\":1177,\"_1177\":2262},\" to simplify omnichannel conversations. We've seen these types of things done before with IFTTT and BYO components and scripts,” \",{\"_101\":1177,\"_1229\":2264,\"_1177\":1129},[2265],{\"_101\":199,\"_1171\":2266},{\"_5\":2267,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.nojitter.com/author/dave-michels\",{\"_101\":1177,\"_1177\":2269},\", founder and principal analyst at TalkingPointz told No Jitter in an email. “It leverages the AI Studio's library of integrations, including webhook triggers. A few point-and-clicks will create an omnichannel (SMS, voice calls, WhatsApp, etc.) messaging service that lets employees, customers or anyone else interact.”\",{\"_101\":1170,\"_1171\":2271,\"_658\":2272},{\"_1173\":1174},[2273,2275,2280],{\"_101\":1177,\"_1177\":2274},\"Pulse tackles the gap between having CX data and acting upon it. 8x8 referenced a Metrigy CX report finding: At companies with declining customer service, nearly one third of CX leaders said they don’t do anything at all or not enough with customer feedback. “Placing the intelligence where the conversation is, as 8x8 does with Pulse, means fewer handoffs between interaction and insight,” said \",{\"_101\":1177,\"_1229\":2276,\"_1177\":1038},[2277],{\"_101\":199,\"_1171\":2278},{\"_5\":2279,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.nojitter.com/author/beth-schultz\",{\"_101\":1177,\"_1177\":2281},\", VP of research and principal analyst at Metrigy in the announcement.\",{\"_101\":1170,\"_1171\":2283,\"_658\":2284},{\"_1173\":1174},[2285],{\"_101\":1177,\"_1177\":2286},\"Pulse does this by pulling data from 8x8 and “non-8x8 tools that a customer might choose to bring into our native data foundation, such as CRMs, emails, external note takers, other meeting solutions, financial and product adoption data, etc.,” an 8x8 spokesperson told No Jitter in an email.\",{\"_101\":1170,\"_1171\":2288,\"_658\":2289},{\"_1173\":1174},[2290],{\"_101\":1177,\"_1177\":2291},\"Michels likened Pulse to the early days of Slack which “on the surface seemed like a simple chat app, but its real value was in how it created a shared, conversational history. 8x8 Pulse does essentially the same thing but leverages much more than text chats,” Michels said. “Pulse extends its conversational umbrella to include UC/CC calls, private recordings, emails, SMS, support tickets, internal chats, uploaded transcripts, CRM data and telemetry/usage data. And it has a layer of granular controls that effectively create customized conversational history for each user.”\",{\"_101\":1170,\"_1171\":2293,\"_658\":2294},{\"_1173\":1174},[2295],{\"_101\":1177,\"_1177\":2296},\"8x8 Resolve is available now for select 8x8 customers. 8x8 Pulse is in early availability for select 8x8 customers.\",{},[2299],{\"_61\":252,\"_201\":254,\"_199\":253},{\"_819\":18,\"_820\":18},{\"_814\":18,\"_815\":2302},[],{\"_101\":927,\"_796\":2304},{\"_193\":194,\"_205\":1405,\"_207\":1406,\"_173\":2305,\"_178\":864,\"_181\":2306,\"_1167\":2307,\"_180\":864,\"_183\":865,\"_185\":865,\"_805\":2486,\"_186\":982,\"_203\":204,\"_189\":157,\"_191\":158,\"_195\":2487,\"_811\":18,\"_817\":2489,\"_812\":2490},{\"_48\":863,\"_176\":177},\"New research from Metrigy shows what jobs are now in demand — and which ones are disappearing — thanks to automation and productivity improvements. \",[2308,2321,2332,2337,2344,2349,2354,2365,2376,2381,2386,2391,2398,2403,2426,2431,2436,2441,2471,2476,2481],{\"_101\":1170,\"_1171\":2309,\"_658\":2310},{\"_1173\":1174},[2311,2313,2319],{\"_101\":1177,\"_1177\":2312},\"You don’t have to look far to find people who are concerned AI is going to take their jobs. And depending on what their jobs are, their fears \",{\"_101\":1177,\"_1229\":2314,\"_1177\":2318},[2315],{\"_101\":199,\"_1171\":2316},{\"_5\":2317,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.nojitter.com/ai-automation/ai-drives-cx-job-changes-layoffs-attrition-and-creation\",\"could be well-grounded\",{\"_101\":1177,\"_1177\":2320},\".\",{\"_101\":1170,\"_1171\":2322,\"_658\":2323},{\"_1173\":1174},[2324,2326,2330],{\"_101\":1177,\"_1177\":2325},\"But broad-scale concerns about AI taking jobs is overstated, according to Metrigy’s \",{\"_101\":1177,\"_1229\":2327,\"_1177\":2329},[2328],{\"_101\":1628},\"AI Organizational Best Practices 2026-27 \",{\"_101\":1177,\"_1177\":2331},\"global study of 759 companies. In fact, when asked how AI is affecting jobs at each research participant’s company, 43.7% say AI has created jobs, 23.2% say it’s eliminated jobs and 42% say AI has not affected jobs either way.\",{\"_101\":1170,\"_1171\":2333,\"_658\":2334},{\"_1173\":1174},[2335],{\"_101\":1177,\"_1177\":2336},\"Among those research participants that selected the option \\\"both created and eliminated jobs,\\\" (because both can be true), 66.3% say AI has created more jobs than it has eliminated. Tracking job changes is vital for high school, college, and early-career employees — or to anyone in a career that is showing high negative impact of AI. Education, retraining, and certifications are vital to success for both employees and employers. Our research is showing some expected changes, but others that are bucking early predictions about AI’s impact on the job market.\",{\"_101\":1170,\"_1171\":2338,\"_658\":2339},{\"_1173\":1174},[2340],{\"_101\":1177,\"_1229\":2341,\"_1177\":2343},[2342],{\"_101\":1232},\"Contrasting views from employers and employees\",{\"_101\":1170,\"_1171\":2345,\"_658\":2346},{\"_1173\":1174},[2347],{\"_101\":1177,\"_1177\":2348},\"Despite business data that shows encouraging AI net impact on job growth, consumer perception does not match. Employees’ views on their future vary, thanks to the threat or opportunity of AI, according to Metrigy’s latest consumer study.\",{\"_101\":1170,\"_1171\":2350,\"_658\":2351},{\"_1173\":1174},[2352],{\"_101\":1177,\"_1177\":2353},\"Job security has emerged as a significant issue with most of the consumer research participants — whether they’re concerned about it for themselves or in general. Even though they may enjoy AI’s benefits today, some worry about AI replacing them tomorrow.\",{\"_101\":1170,\"_1171\":2355,\"_658\":2356},{\"_1173\":1174},[2357,2359,2363],{\"_101\":1177,\"_1177\":2358},\"With 53.7% of the research participants citing job displacement as a general threat of AI, it is nearly as big of a concern as the spread of misinformation (55.7%) and data privacy (55.1%). Job displacement is a bigger issue than security (48.6%) and bias and unfairness of models (32.7%), according to Metrigy’s \",{\"_101\":1177,\"_1229\":2360,\"_1177\":2362},[2361],{\"_101\":1628},\"AI Sentiment Index Index 2Q\",{\"_101\":1177,\"_1177\":2364},\" study of 1,000 U.S. consumers.\",{\"_101\":1170,\"_1171\":2366,\"_658\":2367},{\"_1173\":1174},[2368,2370,2374],{\"_101\":1177,\"_1177\":2369},\"So, business leaders who simply write off this employee fear because it may not be true at \",{\"_101\":1177,\"_1229\":2371,\"_1177\":2373},[2372],{\"_101\":1628},\"their\",{\"_101\":1177,\"_1177\":2375},\" company are missing the point. The perception of job displacement exists, and when one person loses a job to AI — even if 10 new hires are coming in the door because of AI — employees will wonder if they or a dear colleague is next on the chopping block.\",{\"_101\":1170,\"_1171\":2377,\"_658\":2378},{\"_1173\":1174},[2379],{\"_101\":1177,\"_1177\":2380},\"Leaders must address, not ignore, the fears that exist (however unfounded they may be at their own company). They should be implementing retraining programs for those loyal employees whose jobs may, in fact, be lost to AI today or someday to keep them in the company doing another role.\",{\"_101\":1170,\"_1171\":2382,\"_658\":2383},{\"_1173\":1174},[2384],{\"_101\":1177,\"_1177\":2385},\"Though job displacement exists generally as a fallout of AI, fewer are worried about their own jobs — for now. When asked specifically about their jobs or careers, the highest percentage (47.9%) say they don’t think AI will have any impact on them, and 27.1% say it will create more opportunities for them. The latter view is most prevalent among 35 to 44-year-olds and those 65 and older (who are likely retired). What’s more, men are 2.4x more likely to see AI as delivering career opportunities vs. women,\",{\"_101\":1170,\"_1171\":2387,\"_658\":2388},{\"_1173\":1174},[2389],{\"_101\":1177,\"_1177\":2390},\"That leaves 25% of people who believe that AI is now a threat to their job or career. Among those, most are 18 to 25 years old, people early in their careers who are finding that AI is beating them in certain functions that are historically part of entry-level positions. Those earning less than $20,000 per year also see the biggest job threat, and those with “some college” are nearly twice as likely to see AI as a threat vs. those with at least a master’s degree.\",{\"_101\":1170,\"_1171\":2392,\"_658\":2393},{\"_1173\":1174},[2394],{\"_101\":1177,\"_1229\":2395,\"_1177\":2397},[2396],{\"_101\":1232},\"Where specific job opportunities are growing — or declining\",{\"_101\":1170,\"_1171\":2399,\"_658\":2400},{\"_1173\":1174},[2401],{\"_101\":1177,\"_1177\":2402},\"Specific jobs and career paths, not surprisingly, lead to AI fears or excitement. When Metrigy asked the IT, CX, and AI business leaders where their company was increasing or decreasing jobs, the biggest increases in technical roles were:\",{\"_101\":1722,\"_658\":2404},[2405,2412,2419],{\"_101\":1725,\"_658\":2406},[2407],{\"_101\":1170,\"_1171\":2408,\"_658\":2409},{\"_1173\":1174},[2410],{\"_101\":1177,\"_1177\":2411},\"Prompt engineers (63.3% increase, 12.5% decrease)\",{\"_101\":1725,\"_658\":2413},[2414],{\"_101\":1170,\"_1171\":2415,\"_658\":2416},{\"_1173\":1174},[2417],{\"_101\":1177,\"_1177\":2418},\"AI agent UX designers (63.3% increase; 16.4% decrease)\",{\"_101\":1725,\"_658\":2420},[2421],{\"_101\":1170,\"_1171\":2422,\"_658\":2423},{\"_1173\":1174},[2424],{\"_101\":1177,\"_1177\":2425},\"Security experts (61.9% increase; 14.9% decrease)\",{\"_101\":1170,\"_1171\":2427,\"_658\":2428},{\"_1173\":1174},[2429],{\"_101\":1177,\"_1177\":2430},\"The biggest declines were programmers and IT staff members (though the net change was still an increase, with 53.3% / 20% and 60.4% / 20%, respectively). The balance with all were staying flat.\",{\"_101\":1170,\"_1171\":2432,\"_658\":2433},{\"_1173\":1174},[2434],{\"_101\":1177,\"_1177\":2435},\"As for general roles, those that will increase most because of AI include AI ethicists (54.3% increase / 17.4% decrease), quality assurance personnel (51.8% increase / 17.8% decrease) and content creators. Yes — content creators. They won’t all be replaced by AI, despite early predictions: 46.5% say they’ll increase; 20.8% will decrease, and the rest will stay flat.\",{\"_101\":1170,\"_1171\":2437,\"_658\":2438},{\"_1173\":1174},[2439],{\"_101\":1177,\"_1177\":2440},\"The roles with the biggest declines:\",{\"_101\":1722,\"_658\":2442},[2443,2450,2457,2464],{\"_101\":1725,\"_658\":2444},[2445],{\"_101\":1170,\"_1171\":2446,\"_658\":2447},{\"_1173\":1174},[2448],{\"_101\":1177,\"_1177\":2449},\"Administrative assistants (37.7% increase / 30.1% decrease)\",{\"_101\":1725,\"_658\":2451},[2452],{\"_101\":1170,\"_1171\":2453,\"_658\":2454},{\"_1173\":1174},[2455],{\"_101\":1177,\"_1177\":2456},\"Frontline workers (37.2% increase / 28.6% decrease)\",{\"_101\":1725,\"_658\":2458},[2459],{\"_101\":1170,\"_1171\":2460,\"_658\":2461},{\"_1173\":1174},[2462],{\"_101\":1177,\"_1177\":2463},\"Contact center agents (38.1% increase / 29.8% decrease)\",{\"_101\":1725,\"_658\":2465},[2466],{\"_101\":1170,\"_1171\":2467,\"_658\":2468},{\"_1173\":1174},[2469],{\"_101\":1177,\"_1177\":2470},\"Receptionists (33.0% increase / 28.4% decrease)\",{\"_101\":1170,\"_1171\":2472,\"_658\":2473},{\"_1173\":1174},[2474],{\"_101\":1177,\"_1177\":2475},\"Bottom line: AI is replacing workflows, automating functions, and for workers who use it wisely, helping them do their jobs better. In some cases, that may result in a full job replacement. But employees who harness AI, enabling it to automate mundane functions or improve their capabilities, will likely see their responsibilities increase. I recently talked to one executive who told me his company is increasing pay to employees who figure out a productivity-enhancing way to use AI.\",{\"_101\":1170,\"_1171\":2477,\"_658\":2478},{\"_1173\":1174},[2479],{\"_101\":1177,\"_1177\":2480},\"For companies, AI will result in future cost adjustment or hiring avoidance, more than cuts to existing staff. For example, several companies I’ve worked with say they had planned to hire a certain number of contact center agents last year but only had to hire 20% to 50% of the plan—saving future costs but not cutting existing costs.\",{\"_101\":1170,\"_1171\":2482,\"_658\":2483},{\"_1173\":1174},[2484],{\"_101\":1177,\"_1177\":2485},\"There is no doubt AI is having an impact on jobs. That’s why it’s important for both employers and employees to understand what that impact is on specific jobs, and then to either harness it or pivot to a new role.\",{},[2488],{\"_61\":361,\"_201\":363,\"_199\":362},{\"_819\":18,\"_820\":18},{\"_814\":18,\"_815\":2491},[],{\"_119\":1046,\"_63\":158},{\"_924\":2494,\"_119\":302,\"_1044\":2925},[2495,2681,2799],{\"_101\":927,\"_796\":2496},{\"_193\":194,\"_205\":1405,\"_207\":1406,\"_173\":2497,\"_178\":316,\"_181\":317,\"_1167\":2498,\"_180\":316,\"_183\":318,\"_185\":318,\"_805\":2675,\"_186\":249,\"_203\":255,\"_189\":302,\"_191\":303,\"_195\":2676,\"_811\":18,\"_817\":2678,\"_812\":2679},{\"_48\":315,\"_176\":177},[2499,2505,2528,2534,2556,2561,2604,2609],{\"_101\":1170,\"_1171\":2500,\"_658\":2501},{\"_1173\":1174},[2502],{\"_101\":1177,\"_1229\":2503,\"_1177\":2161},[2504],{\"_101\":1232},{\"_101\":1722,\"_658\":2506},[2507,2514,2521],{\"_101\":1725,\"_658\":2508},[2509],{\"_101\":1170,\"_1171\":2510,\"_658\":2511},{\"_1173\":1174},[2512],{\"_101\":1177,\"_1177\":2513},\"Snowflake shows its shift towards support for agentic AI, data governance, and open ecosystem interoperability across its platform with multiple product and partnership announcements in its first 2 days of Snowflake Summit 2026.\",{\"_101\":1725,\"_658\":2515},[2516],{\"_101\":1170,\"_1171\":2517,\"_658\":2518},{\"_1173\":1174},[2519],{\"_101\":1177,\"_1177\":2520},\"These seven product and partnership announcements come as the wider enterprise tech industry is grappling with data management as a core component of AI.\",{\"_101\":1725,\"_658\":2522},[2523],{\"_101\":1170,\"_1171\":2524,\"_658\":2525},{\"_1173\":1174},[2526],{\"_101\":1177,\"_1177\":2527},\"Christian Kleinerman, EVP of Product, Snowflake says the product announcements point to an implementation of AI as a 'control plane' to connect data with its context across different enterprise back-office systems.\",{\"_101\":1170,\"_1171\":2529,\"_658\":2530},{\"_1173\":1174},[2531],{\"_101\":1177,\"_1229\":2532,\"_1177\":2236},[2533],{\"_101\":1232},{\"_101\":1170,\"_1171\":2535,\"_658\":2536},{\"_1173\":1174},[2537,2539,2546,2548,2555],{\"_101\":1177,\"_1177\":2538},\"Snowflake’s new products and partnerships will better support organizations’ data management and AI agent implementation initiatives, especially when it comes to governance. In a recent \",{\"_101\":1177,\"_1229\":2540,\"_1177\":2545},[2541,2544],{\"_101\":199,\"_1171\":2542},{\"_5\":2543,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.nojitter.com/data-management/without-good-data-there-s-no-good-collaboration\",{\"_101\":1232},\"interview\",{\"_101\":1177,\"_1177\":2547},\" with No Jitter, Jayesh Chaurasia, Senior Analyst, Forrester said that poor data limits AI’s ability to operate efficiently. Another No Jitter article from last year highlighted \",{\"_101\":1177,\"_1229\":2549,\"_1177\":2554},[2550,2553],{\"_101\":199,\"_1171\":2551},{\"_5\":2552,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.nojitter.com/data-management/poor-data-infrastructure-begets-increased-ai-distrust\",{\"_101\":1232},\"that poor data infrastructure leads to less trust in AI\",{\"_101\":1177,\"_1177\":2320},{\"_101\":1170,\"_1171\":2557,\"_658\":2558},{\"_1173\":1174},[2559],{\"_101\":1177,\"_1177\":2560},\"These announcements highlighted data unification and interoperability as key themes.\",{\"_101\":1722,\"_658\":2562},[2563,2579],{\"_101\":1725,\"_658\":2564},[2565],{\"_101\":1170,\"_1171\":2566,\"_658\":2567},{\"_1173\":1174},[2568,2570,2577],{\"_101\":1177,\"_1177\":2569},\"Semarchy, a master data management and Data-as-a-Service provider, \",{\"_101\":1177,\"_1229\":2571,\"_1177\":2576},[2572,2575],{\"_101\":199,\"_1171\":2573},{\"_5\":2574,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.businesswire.com/news/home/20260602311860/en/Semarchy-Launches-Snowflake-Connected-App-for-Governed-Data-Products-and-Enterprise-AI\",{\"_101\":1232},\"launched its Semarchy Data Platform Connected App on Snowflake Marketplace\",{\"_101\":1177,\"_1177\":2578},\". The app provides master data management and embedded semantic understanding natively. It also works with Snowflake’s Cortex AI for data validation. Master data management capabilities will help Snowflake users clean and unify data, as well as prevent duplication.\",{\"_101\":1725,\"_658\":2580},[2581],{\"_101\":1170,\"_1171\":2582,\"_658\":2583},{\"_1173\":1174},[2584,2586,2593,2595,2602],{\"_101\":1177,\"_1177\":2585},\"Snowflake also made support for Apache Iceberg v3 and Snowflake Storage for Apache Iceberg Tables \",{\"_101\":1177,\"_1229\":2587,\"_1177\":2592},[2588,2591],{\"_101\":199,\"_1171\":2589},{\"_5\":2590,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.businesswire.com/news/home/20260602477507/en/Snowflake-Pioneers-New-Open-Framework-for-Interoperable-Enterprise-Data-and-AI\",{\"_101\":1232},\"generally available\",{\"_101\":1177,\"_1177\":2594},\", allowing users to access and govern live data in external data lakes and systems. This provides unified storage and interoperability while preventing vendor lock-in and data duplication. Enterprises can manage and query data through Snowflake without having to move the data. Matia, a data management provider, is also being \",{\"_101\":1177,\"_1229\":2596,\"_1177\":2601},[2597,2600],{\"_101\":199,\"_1171\":2598},{\"_5\":2599,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.businesswire.com/news/home/20260602861670/en/Matia-Launches-on-Snowflake-Marketplace-Bringing-Unified-Data-Operations-to-the-AI-Data-Cloud\",{\"_101\":1232},\"added to Snowflake Marketplace\",{\"_101\":1177,\"_1177\":2603},\" to provide unified ingestion, ETL, reverse ETL, data observability and cataloging to provide a single platform to make data infrastructures less complex.\",{\"_101\":1170,\"_1171\":2605,\"_658\":2606},{\"_1173\":1174},[2607],{\"_101\":1177,\"_1177\":2608},\"Another theme relates to AI and data governance and security, especially around guardrails for AI agents.\",{\"_101\":1722,\"_658\":2610},[2611,2627,2643,2659],{\"_101\":1725,\"_658\":2612},[2613],{\"_101\":1170,\"_1171\":2614,\"_658\":2615},{\"_1173\":1174},[2616,2618,2625],{\"_101\":1177,\"_1177\":2617},\"Snowflake is expanding their partnership with the AI-powered data security platform Cyera \",{\"_101\":1177,\"_1229\":2619,\"_1177\":2624},[2620,2623],{\"_101\":199,\"_1171\":2621},{\"_5\":2622,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.businesswire.com/news/home/20260602202515/en/Cyera-and-Snowflake-Advance-Secure-AI-Agent-Adoption-for-the-Enterprise\",{\"_101\":1232},\"to provide visibility into sensitive data\",{\"_101\":1177,\"_1177\":2626},\". This partnership brings Cyera AI Guardian to Cortex AI agents, giving oversight into what data AI agents can access. It also combines with Snowflake Access Governance, which provides one-click remediation and protection for sensitive data.\",{\"_101\":1725,\"_658\":2628},[2629],{\"_101\":1170,\"_1171\":2630,\"_658\":2631},{\"_1173\":1174},[2632,2634,2641],{\"_101\":1177,\"_1177\":2633},\"With AI agent guardrails in mind, Snowflake is also \",{\"_101\":1177,\"_1229\":2635,\"_1177\":2640},[2636,2639],{\"_101\":199,\"_1171\":2637},{\"_5\":2638,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.businesswire.com/news/home/20260602887292/en/Snowflake-Advances-Trusted-AI-with-Snowflake-Horizon-Catalog-Centralizing-Governance-Context-and-Security-Across-the-Enterprise\",{\"_101\":1232},\"adding Agent Identify\",{\"_101\":1177,\"_1177\":2642},\" to Horizon Catalog, which will create a zero-trust security framework that verifies AI agent information and permissions, as well as an audit trail.\",{\"_101\":1725,\"_658\":2644},[2645],{\"_101\":1170,\"_1171\":2646,\"_658\":2647},{\"_1173\":1174},[2648,2650,2657],{\"_101\":1177,\"_1177\":2649},\"Additionally, Horizon Catalog is getting a new feature called Horizon Context, which will provide shared business definitions for LLMs. Similarly, Snowflake is partnering with AtScale \",{\"_101\":1177,\"_1229\":2651,\"_1177\":2656},[2652,2655],{\"_101\":199,\"_1171\":2653},{\"_5\":2654,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.businesswire.com/news/home/20260602266545/en/AtScale-Announces-Integration-for-Snowflake-Semantic-Views-to-Extend-Governed-Metrics-to-Power-BI-and-Excel\",{\"_101\":1232},\"to provide a semantic layer\",{\"_101\":1177,\"_1177\":2658},\" that defines metrics and govern data definitions for AI agents and humans through the launch of Snowflake Semantic Views XMLA Endpoint.\",{\"_101\":1725,\"_658\":2660},[2661],{\"_101\":1170,\"_1171\":2662,\"_658\":2663},{\"_1173\":1174},[2664,2666,2673],{\"_101\":1177,\"_1177\":2665},\"Another partnership between \",{\"_101\":1177,\"_1229\":2667,\"_1177\":2672},[2668,2671],{\"_101\":199,\"_1171\":2669},{\"_5\":2670,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.businesswire.com/news/home/20260602010969/en/Flexor-Announces-Integration-with-Snowflake-to-Bring-AI-Ready-Unstructured-Data-Context-right-into-the-Snowflake-AI-Data-Cloud\",{\"_101\":1232},\"Snowflake and Flexor\",{\"_101\":1177,\"_1177\":2674},\", a data infrastructure and analytics company, will provide context for unstructured data. Flexor unifies fragmented, unstructured data such as emails, notes and PDFs, standardizing them into a structured context for Cortex AI. This partnership will provide an automated pipeline that helps LLMs understand the context behind this data, driving business insight and analysis.\",{},[2677],{\"_61\":321,\"_201\":323,\"_199\":322},{\"_819\":18,\"_820\":18},{\"_814\":18,\"_815\":2680},[],{\"_101\":927,\"_796\":2682},{\"_193\":194,\"_205\":1405,\"_207\":1406,\"_173\":2683,\"_178\":327,\"_181\":328,\"_1167\":2684,\"_180\":327,\"_183\":329,\"_185\":329,\"_805\":2793,\"_186\":330,\"_203\":267,\"_189\":302,\"_191\":303,\"_195\":2794,\"_811\":18,\"_817\":2796,\"_812\":2797},{\"_48\":326,\"_176\":177},[2685,2691,2723,2729,2752,2783,2788],{\"_101\":1170,\"_1171\":2686,\"_658\":2687},{\"_1173\":1174},[2688],{\"_101\":1177,\"_1229\":2689,\"_1177\":2161},[2690],{\"_101\":1232},{\"_101\":1722,\"_658\":2692},[2693,2709,2716],{\"_101\":1725,\"_658\":2694},[2695],{\"_101\":1170,\"_1171\":2696,\"_658\":2697},{\"_1173\":1174},[2698,2700,2707],{\"_101\":1177,\"_1177\":2699},\"Snowflake announced its intention to \",{\"_101\":1177,\"_1229\":2701,\"_1177\":2706},[2702,2705],{\"_101\":199,\"_1171\":2703},{\"_5\":2704,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.google.com/search?q=snowflake+natoma\u0026rlz=1C5GCEM_enUS1062US1062\u0026oq=snowflake+natoma+\u0026gs_lcrp=EgZjaHJvbWUyBggAEEUYOTIGCAEQRRg80gEIMzk5M2owajeoAgCwAgA\u0026sourceid=chrome\u0026ie=UTF-8\",{\"_101\":1232},\"acquire enterprise model context protocol platform Natoma\",{\"_101\":1177,\"_1177\":2708},\" last week in its latest move toward the agentic enterprise. The acquisition allows Snowflake to extend its governance to AI agents and enterprise workflows, not just its data platform.\",{\"_101\":1725,\"_658\":2710},[2711],{\"_101\":1170,\"_1171\":2712,\"_658\":2713},{\"_1173\":1174},[2714],{\"_101\":1177,\"_1177\":2715},\"Snowflake’s offerings will connect to enterprise and AI systems, as well as tools such as email and Slack. MCP servers will provide control and governance for these connections.\",{\"_101\":1725,\"_658\":2717},[2718],{\"_101\":1170,\"_1171\":2719,\"_658\":2720},{\"_1173\":1174},[2721],{\"_101\":1177,\"_1177\":2722},\"“With Natoma in Snowflake, coding agents can finally come alive inside the enterprise — secure, auditable and ready to operate at scale,” said Sridhar Ramaswamy, chief executive officer of Snowflake.\",{\"_101\":1170,\"_1171\":2724,\"_658\":2725},{\"_1173\":1174},[2726],{\"_101\":1177,\"_1229\":2727,\"_1177\":2236},[2728],{\"_101\":1232},{\"_101\":1170,\"_1171\":2730,\"_658\":2731},{\"_1173\":1174},[2732,2734,2741,2743,2750],{\"_101\":1177,\"_1177\":2733},\"Snowflake’s acquisition of Natoma is the cloud data provider’s push into agentic enterprise and a broader platform strategy. Snowflake acquired \",{\"_101\":1177,\"_1229\":2735,\"_1177\":2740},[2736,2739],{\"_101\":199,\"_1171\":2737},{\"_5\":2738,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.nojitter.com/data-management/snowflake-acquisition-connects-telemetry-and-business-intelligence\",{\"_101\":1232},\"Observe\",{\"_101\":1177,\"_1177\":2742},\" in May and \",{\"_101\":1177,\"_1229\":2744,\"_1177\":2749},[2745,2748],{\"_101\":199,\"_1171\":2746},{\"_5\":2747,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.snowflake.com/en/blog/snowflake-acquire-select-star/\",{\"_101\":1232},\"Select Star\",{\"_101\":1177,\"_1177\":2751},\" to in January.\",{\"_101\":1170,\"_1171\":2753,\"_658\":2754},{\"_1173\":1174},[2755,2757,2764,2765,2772,2774,2781],{\"_101\":1177,\"_1177\":2756},\"Observe’s acquisition brought in AI-powered observability around telemetry and business intelligence data while Select Star helped expand context for Horizon Catalog data. In the midst of its agentic AI and enterprise workflow governance push, Snowflake partnered with \",{\"_101\":1177,\"_1229\":2758,\"_1177\":2763},[2759,2762],{\"_101\":199,\"_1171\":2760},{\"_5\":2761,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.snowflake.com/en/news/press-releases/snowflake-expands-aws-collaboration-with-6b-commitment-to-accelerate-enterprise-agentic-ai-adoption/\",{\"_101\":1232},\"AWS\",{\"_101\":1177,\"_1177\":2189},{\"_101\":1177,\"_1229\":2766,\"_1177\":2771},[2767,2770],{\"_101\":199,\"_1171\":2768},{\"_5\":2769,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.snowflake.com/en/news/press-releases/snowflake-and-openAI-forge-200-million-partnership-to-bring-enterprise-ready-ai-to-the-worlds-most-trusted-data-platform/\",{\"_101\":1232},\"OpenAI\",{\"_101\":1177,\"_1177\":2773},\" for enterprise-ready AI adoption, as well as an integration with \",{\"_101\":1177,\"_1229\":2775,\"_1177\":2780},[2776,2779],{\"_101\":199,\"_1171\":2777},{\"_5\":2778,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.nojitter.com/data-management/rockfish-snowflake-integration-brings-synthetic-data-to-telecom\",{\"_101\":1232},\"Rockfish\",{\"_101\":1177,\"_1177\":2782},\" for telecom in March.\",{\"_101\":1170,\"_1171\":2784,\"_658\":2785},{\"_1173\":1174},[2786],{\"_101\":1177,\"_1177\":2787},\"The Natoma acquisition also helps with AI agent governance and Snowflake’s platform expansion. It aims at connecting Snowflake Intelligence and Cortex to enterprise and AI systems across SaaS applications, cloud environments, VPCs and on-prem infrastructure. Snowflake says it plans to enrich data by providing context from connected tools like email and messaging platforms. Snowflake says that Natoma’s MCP servers will expand governance from data assets to AI actions and interactions. Natoma will enforce identity and policy protocols and audit at the tool-call level, meaning it can track and validate AI agent and system actions.\",{\"_101\":1170,\"_1171\":2789,\"_658\":2790},{\"_1173\":1174},[2791],{\"_101\":1177,\"_1177\":2792},\"Snowflake described the acquisition as pending, but Natoma’s capabilities will be included in Snowflake AI Data Cloud soon. Terms of the deal were not disclosed.\",{},[2795],{\"_61\":321,\"_201\":323,\"_199\":322},{\"_819\":18,\"_820\":18},{\"_814\":18,\"_815\":2798},[],{\"_101\":927,\"_796\":2800},{\"_193\":194,\"_205\":1405,\"_207\":1406,\"_173\":2801,\"_178\":2802,\"_181\":2803,\"_1167\":2804,\"_180\":2802,\"_183\":2915,\"_185\":2915,\"_805\":2916,\"_186\":1059,\"_203\":364,\"_189\":302,\"_191\":303,\"_195\":2917,\"_811\":18,\"_817\":2922,\"_812\":2923},{\"_48\":1020,\"_176\":177},\"AI: The 'system of record' wars have begun\",\"Every vendor wants to leverage their platforms as the system of record, but success may depend on interoperability.\",[2805,2810,2817,2822,2829,2834,2839,2846,2851,2856,2861,2872,2879,2884,2889,2896,2901,2906],{\"_101\":1170,\"_1171\":2806,\"_658\":2807},{\"_1173\":1174},[2808],{\"_101\":1177,\"_1177\":2809},\"While AI has been the buzzword of the last several years, “system of record” has emerged as the new core of AI product messaging as software vendors seek to differentiate themselves from one another, and ensure the value of their AI capabilities.\",{\"_101\":1170,\"_1171\":2811,\"_658\":2812},{\"_1173\":1174},[2813],{\"_101\":1177,\"_1229\":2814,\"_1177\":2816},[2815],{\"_101\":1232},\"What is a system of record?\",{\"_101\":1170,\"_1171\":2818,\"_658\":2819},{\"_1173\":1174},[2820],{\"_101\":1177,\"_1177\":2821},\"A system of record is simply the data available to AI. This could be data stored within any enterprise software platform including ERP, CRM, contact center, or workplace collaboration (WC). Access this data allows AI to perform analysis, answer queries, and automate workflows.\",{\"_101\":1170,\"_1171\":2823,\"_658\":2824},{\"_1173\":1174},[2825],{\"_101\":1177,\"_1229\":2826,\"_1177\":2828},[2827],{\"_101\":1232},\"Everyone wants to leverage their platforms as the system of record\",{\"_101\":1170,\"_1171\":2830,\"_658\":2831},{\"_1173\":1174},[2832],{\"_101\":1177,\"_1177\":2833},\"In the last several months I’ve attended analyst events held by vendors including Microsoft, Oracle, and Zoom. All discussed their efforts to leverage their platforms as systems of record for AI. In Microsoft’s case, this includes content stored in SharePoint and OneDrive, Exchange, Dynamics, and Teams. Oracle, as a key player in the CRM and ERP market, also stores large amounts of company data. Zoom captures data from contact centers, meetings, and phone calls. Google, at its recent Cloud Next event, told a similar story around data stored within Workspace. Otter’s recently announced Meeting GenAI is yet another example of an effort to create a system of record for AI insights.\",{\"_101\":1170,\"_1171\":2835,\"_658\":2836},{\"_1173\":1174},[2837],{\"_101\":1177,\"_1177\":2838},\"All of these vendors told similar stories around their ability to deliver AI tools tailored to their customer’s needs to access the data stored within these platforms. Use cases include preparing for meetings, understanding trends in company activities, and enabling workflow automations.\",{\"_101\":1170,\"_1171\":2840,\"_658\":2841},{\"_1173\":1174},[2842],{\"_101\":1177,\"_1229\":2843,\"_1177\":2845},[2844],{\"_101\":1232},\"Islands or connections?\",{\"_101\":1170,\"_1171\":2847,\"_658\":2848},{\"_1173\":1174},[2849],{\"_101\":1177,\"_1177\":2850},\"From the enterprise and user perspective, having multiple systems of record creates challenges. An AI bot with only knowledge of CRM cannot provide the level of response of one that has insight to a broad range of enterprise knowledge. Without interconnected data users will only be able to obtain insights from islands of systems of record. This constraint is leading companies in two directions (not mutually exclusive): Implementing an AI model with interconnections into underlying data stores and establishing data sharing between systems of record.\",{\"_101\":1170,\"_1171\":2852,\"_658\":2853},{\"_1173\":1174},[2854],{\"_101\":1177,\"_1177\":2855},\"The first approach of building an AI layer above data stores typically relies on a frontier model such as Anthropic Claude/Opus, Google Gemini, Meta Llama/Muse Spark, or OpenAI GPT. This requires that these models can access data from a broad array of business platforms, typically using the MCP (Model Context Protocol), an Anthropic-developed standard that allows AI agents to access external data sources.\",{\"_101\":1170,\"_1171\":2857,\"_658\":2858},{\"_1173\":1174},[2859],{\"_101\":1177,\"_1177\":2860},\"The second approach simply builds connections between systems of record (again, typically via MCP), allowing various AI models access to data from external systems of record.\",{\"_101\":1170,\"_1171\":2862,\"_658\":2863},{\"_1173\":1174},[2864,2866,2870],{\"_101\":1177,\"_1177\":2865},\"In Metrigy’s recently released \",{\"_101\":1177,\"_1229\":2867,\"_1177\":2869},[2868],{\"_101\":1628},\"AI for Workplace Collaboration: 2026-27 \",{\"_101\":1177,\"_1177\":2871},\"global study of 759 organizations, more than 36% were already deploying MCP internally, or taking advantage of MCP capabilities provided by their vendors.\",{\"_101\":1170,\"_1171\":2873,\"_658\":2874},{\"_1173\":1174},[2875],{\"_101\":1177,\"_1229\":2876,\"_1177\":2878},[2877],{\"_101\":1232},\"Where workforce collaboration platforms shine\",{\"_101\":1170,\"_1171\":2880,\"_658\":2881},{\"_1173\":1174},[2882],{\"_101\":1177,\"_1177\":2883},\"Our research shows there’s no single one-size-fits all best strategy. In fact, nearly half of companies run multiple frontier models, in addition to the AI capabilities available to them from within their workplace collaboration platforms. A slight majority (50.9%) prefer to use the AI capabilities within their WC platforms versus simply share data from WC apps with external frontier models.\",{\"_101\":1170,\"_1171\":2885,\"_658\":2886},{\"_1173\":1174},[2887],{\"_101\":1177,\"_1177\":2888},\"Of those in our success group, defined as having the highest ROI for their AI investments, nearly 60% are using AI capabilities in their WC platforms, versus just 52% of those with low or no demonstrable ROI. Those who prefer to use frontier models are almost twice as likely to be in our non-success group. This implies that models within WC apps, such as Google Gemini, Microsoft CoPilot, RingCentral AVA, Zoom AI Companion, etc., are better suited to improving employee efficiency, though this could change as frontier models continue to evolve and improve.\",{\"_101\":1170,\"_1171\":2890,\"_658\":2891},{\"_1173\":1174},[2892],{\"_101\":1177,\"_1229\":2893,\"_1177\":2895},[2894],{\"_101\":1232},\"Going Forward\",{\"_101\":1170,\"_1171\":2897,\"_658\":2898},{\"_1173\":1174},[2899],{\"_101\":1177,\"_1177\":2900},\"A successful AI strategy must enable data sharing between applications. User interfaces into company data are likely to continue to vary based on need. At least for now, employees may find more value in leveraging AI agents available from within their workplace collaboration applications, with the value of those applications increasing as data sharing expands. In some cases, depending on role, individuals may prefer to build agents using frontier models that access a variety of underlying data sources (e.g., Claude Cowork as an example), or agents integrated into other business data platforms such as CRM and ERP. Success will come from a flexible approach that allows users to custom design agents that meet their needs from wherever they work.\",{\"_101\":1170,\"_1171\":2902,\"_658\":2903},{\"_1173\":1174},[2904],{\"_101\":1177,\"_1177\":2905},\"—--------\",{\"_101\":1170,\"_1171\":2907,\"_658\":2908},{\"_1173\":1174},[2909,2913],{\"_101\":1177,\"_1229\":2910,\"_1177\":2912},[2911],{\"_101\":1232},\"About Metrigy:\",{\"_101\":1177,\"_1177\":2914},\" Metrigy is an innovative research and advisory firm focusing on the rapidly changing areas of workplace collaboration, digital workplace, digital transformation, customer experience and employee experience—along with several related technologies. Metrigy delivers strategic guidance and informative content, backed by primary research metrics and analysis, for technology providers and enterprise organizations\",\"/data-management/ai-the-system-of-record-wars-have-begun\",{},[2918],{\"_61\":2919,\"_201\":2920,\"_199\":2921},\"Irwin Lazar\",\"https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/blt029c91a32be6a6ef/673c5ffff6c9f15f3117d483/Lazar_headshot11-18-102x102.jpg\",\"/author/irwin-lazar\",{\"_819\":18,\"_820\":18},{\"_814\":18,\"_815\":2924},[],{\"_119\":1046,\"_63\":303},{\"_924\":2927,\"_119\":190,\"_1044\":3407},[2928,3131,3322],{\"_101\":927,\"_796\":2929},{\"_193\":194,\"_205\":1405,\"_207\":1406,\"_173\":2930,\"_178\":179,\"_181\":182,\"_1167\":2931,\"_180\":179,\"_183\":184,\"_185\":184,\"_805\":3125,\"_186\":187,\"_203\":204,\"_189\":190,\"_191\":192,\"_195\":3126,\"_811\":18,\"_817\":3128,\"_812\":3129},{\"_48\":175,\"_176\":177},[2932,2953,2958,2963,2968,2973,2978,2982,3000,3005,3010,3015,3020,3025,3030,3035,3072,3077,3082,3087,3092,3105,3110,3115,3120],{\"_101\":1170,\"_1171\":2933,\"_658\":2934},{\"_1173\":1174},[2935,2937,2943,2945,2951],{\"_101\":1177,\"_1177\":2936},\"At \",{\"_101\":1177,\"_1229\":2938,\"_1177\":2942},[2939],{\"_101\":199,\"_1171\":2940},{\"_5\":2941,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.nice.com/websites/nice-world\",\"NiCE World 2026\",{\"_101\":1177,\"_1177\":2944},\" in Orlando, the company is introducing \",{\"_101\":1177,\"_1229\":2946,\"_1177\":2950},[2947],{\"_101\":199,\"_1171\":2948},{\"_5\":2949,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.businesswire.com/news/home/20260609856670/en/NiCE-Launches-Workforce-Empowerment-Suite-for-the-Hybrid-AI-Workforce\",\"Workforce Empowerment (WE) Suite\",{\"_101\":1177,\"_1177\":2952},\". WE is a new name and operating framework for what had long been known as workforce engagement management (WEM). The message behind the launch is that in today’s contact center, where humans and AI agents increasingly work side by side, the old category no longer fully describes the purpose and mission.\",{\"_101\":1170,\"_1171\":2954,\"_658\":2955},{\"_1173\":1174},[2956],{\"_101\":1177,\"_1177\":2957},\"For years, workforce engagement management has been the broad category under which the following functions were placed: balancing schedules, managing interaction quality, performing agent coaching and evaluating agent performance. The nomenclature was built for a world where the workforce was primarily human, and the main challenge was making sure the right people were in the right place at the right time.\",{\"_101\":1170,\"_1171\":2959,\"_658\":2960},{\"_1173\":1174},[2961],{\"_101\":1177,\"_1177\":2962},\"That model still matters, but it no longer describes the full reality of how customer experience has evolved with AI. NiCE believes the transition from a mostly human to a hybrid human and AI workforce should be recognized in the tools used to manage the contact center and its resources and is now using the term Workforce Empowerment.\",{\"_101\":1164,\"_1171\":2964,\"_658\":2965},{\"_1173\":1174,\"_1221\":1441},[2966],{\"_101\":1177,\"_1177\":2967},\"More than a name change\",{\"_101\":1170,\"_1171\":2969,\"_658\":2970},{\"_1173\":1174},[2971],{\"_101\":1177,\"_1177\":2972},\"For decades, NiCE has consistently set the pace of innovation in WEM. They describe the move from workforce engagement management to workforce empowerment as a reflection of a deeper shift in how service operations are evolving from managing a human agent population to orchestrating a hybrid workforce of people and AI.\",{\"_101\":1170,\"_1171\":2974,\"_658\":2975},{\"_1173\":1174},[2976],{\"_101\":1177,\"_1177\":2977},\"In a hybrid world, “engagement” sounds too narrow and too passive. “Empowerment” suggests a more active role in helping enterprises guide decisions, automate routine actions and maintain consistent standards across the full workforce. The distinctions between WEM and WE are highlighted in the graphic below.\",{\"_101\":1170,\"_1171\":2979,\"_658\":2980},{\"_1173\":1174},[2981],{\"_101\":1177,\"_1177\":1224},{\"_101\":2983,\"_658\":2984},\"figure\",[2985,2995],{\"_101\":1170,\"_1171\":2986,\"_658\":2987},{\"_1173\":1174},[2988],{\"_101\":496,\"_1171\":2989},{\"_1173\":1174,\"_48\":2990,\"_176\":2991,\"_119\":-5,\"_2992\":2993},\"https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/blt41839101c4dad08d/6a2807a11065f01934067676/WEM_and_WE.png\",\"NiCE Workforce Empowerment\",\"style\",{\"_2994\":1153},\"float\",{\"_101\":2996,\"_658\":2997},\"figcaption\",[2998],{\"_101\":1177,\"_1177\":2999},\"NiCE\",{\"_101\":1170,\"_1171\":3001,\"_658\":3002},{\"_1173\":1174},[3003],{\"_101\":1177,\"_1177\":3004},\"The language change tracks a change in the work itself. Customer journeys increasingly move across AI-led and human-led interactions, and the handoff between those two experiences has become an increasingly salient issue in customer experience. If context is lost at the transition, the customer repeats themselves, the experience degrades and the organization loses efficiency.\",{\"_101\":1164,\"_1171\":3006,\"_658\":3007},{\"_1173\":1174,\"_1221\":1441},[3008],{\"_101\":1177,\"_1177\":3009},\"A new operating model\",{\"_101\":1170,\"_1171\":3011,\"_658\":3012},{\"_1173\":1174},[3013],{\"_101\":1177,\"_1177\":3014},\"“The workforce has fundamentally changed. Enterprises are now managing human employees and AI workers side by side, and that requires a new operating model, not just new features,” said Dana Shalev, senior director, product marketing, NiCE. It is not surprising that NiCE is emphasizing that the WE suite runs on a single platform where human and AI workstreams share signals and boundaries rather than sitting in separate systems. Since the acquisition of inContact in 2019, NiCE has built out CXone as a complete contact center, digital engagement, AI and WEM platform.\",{\"_101\":1170,\"_1171\":3016,\"_658\":3017},{\"_1173\":1174},[3018],{\"_101\":1177,\"_1177\":3019},\"NiCE describes the Workforce Empowerment Suite as built with all the enterprise security and compliance standards — including SOC 2 Type II, ISO 27001, PCI DSS, and FedRAMP Moderate — that have been built and maintained for the CXone platform. Security and governance are key issues enterprises are concerned with as they deploy AI. Once AI agents are treated as part of the workforce, their management, governance and compliance become a much more crucial element in the choice of a CX platform.\",{\"_101\":1164,\"_1171\":3021,\"_658\":3022},{\"_1173\":1174,\"_1221\":1441},[3023],{\"_101\":1177,\"_1177\":3024},\"A Family of Copilots\",{\"_101\":1170,\"_1171\":3026,\"_658\":3027},{\"_1173\":1174},[3028],{\"_101\":1177,\"_1177\":3029},\"AI changes how work is accomplished in a contact center is changed in two ways. On one hand, AI is creating new ways to automate routine work, surface knowledge, and increase efficiency. At the same time, it is forcing organizations to reskill and upskill employees so they can work alongside AI rather than around it. NiCE’s position is that the software stack must support both realities at once: better automation for the machine side of the workforce and better enablement for the human side.\",{\"_101\":1170,\"_1171\":3031,\"_658\":3032},{\"_1173\":1174},[3033],{\"_101\":1177,\"_1177\":3034},\"Contact center leaders can also seize the opportunity to leverage AI to help employees add skills and capabilities so they will be able to steer their careers toward new AI opportunities. While prompt engineer was one of the early titles discussed that agents might graduate into, there are several roles where human agents are a reliable source for people to fill contact center- specific AI-related roles, including:\",{\"_101\":1722,\"_658\":3036},[3037,3044,3051,3058,3065],{\"_101\":1725,\"_658\":3038},[3039],{\"_101\":1170,\"_1171\":3040,\"_658\":3041},{\"_1173\":1174},[3042],{\"_101\":1177,\"_1177\":3043},\"Conversational AI engineer,\",{\"_101\":1725,\"_658\":3045},[3046],{\"_101\":1170,\"_1171\":3047,\"_658\":3048},{\"_1173\":1174},[3049],{\"_101\":1177,\"_1177\":3050},\"AI content writer,\",{\"_101\":1725,\"_658\":3052},[3053],{\"_101\":1170,\"_1171\":3054,\"_658\":3055},{\"_1173\":1174},[3056],{\"_101\":1177,\"_1177\":3057},\"AI writing evaluator,\",{\"_101\":1725,\"_658\":3059},[3060],{\"_101\":1170,\"_1171\":3061,\"_658\":3062},{\"_1173\":1174},[3063],{\"_101\":1177,\"_1177\":3064},\"AI agent quality manager,\",{\"_101\":1725,\"_658\":3066},[3067],{\"_101\":1170,\"_1171\":3068,\"_658\":3069},{\"_1173\":1174},[3070],{\"_101\":1177,\"_1177\":3071},\"Forward-deployed engineer.\",{\"_101\":1170,\"_1171\":3073,\"_658\":3074},{\"_1173\":1174},[3075],{\"_101\":1177,\"_1177\":3076},\"The shift to a hybrid workforce explains why a family of copilots is a growing part of the WE story. “We started with Copilot for Agents and Copilot for Supervisors, and now we have Copilot for Workforce Managers and Copilot for Analysts,” explained Shalev. \",{\"_101\":1170,\"_1171\":3078,\"_658\":3079},{\"_1173\":1174},[3080],{\"_101\":1177,\"_1177\":3081},\"NiCE is expanding role-based copilots for the various contact center titles because different roles need different kinds of guidance. A supervisor does not need the same insight as a planner, and a planner does not need the same recommendations as an analyst. The value of workforce empowerment is not just that it automates more tasks, but that it helps each role make faster, more informed decisions.\",{\"_101\":1170,\"_1171\":3083,\"_658\":3084},{\"_1173\":1174},[3085],{\"_101\":1177,\"_1177\":3086},\"As AI agents begin to complete more complex tasks, they are doing work that requires the same level of operational oversight as work completed by human agents. The company’s updated supervisor experience user interface introduces AI-agent key performance indicators (KPIs) such as active agents, sentiment, containment and contacts requiring attention. It also supports intervention actions that look like human supervision — the ability to take over, transfer, escalate, or annotate an interaction.\",{\"_101\":1170,\"_1171\":3088,\"_658\":3089},{\"_1173\":1174},[3090],{\"_101\":1177,\"_1177\":3091},\"The screenshot below shows NiCE’s new Copilot for Workforce Managers. It combines in a single dashboard not just human and AI agent performance but analytics on the handoffs between the two.\",{\"_101\":2983,\"_658\":3093},[3094,3102],{\"_101\":1170,\"_1171\":3095,\"_658\":3096},{\"_1173\":1174},[3097],{\"_101\":496,\"_1171\":3098},{\"_1173\":1174,\"_48\":3099,\"_176\":3100,\"_119\":-5,\"_2992\":3101},\"https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/blt042e6c390452b847/6a2807e8bfb17d3d490bc88f/screenshot_2.png\",\"NiCE’s new Copilot for Workforce Managers\",{\"_2994\":1153},{\"_101\":2996,\"_658\":3103},[3104],{\"_101\":1177,\"_1177\":2999},{\"_101\":1164,\"_1171\":3106,\"_658\":3107},{\"_1173\":1174,\"_1221\":1441},[3108],{\"_101\":1177,\"_1177\":3109},\"A step in the evolution to AI-first CX\",{\"_101\":1170,\"_1171\":3111,\"_658\":3112},{\"_1173\":1174},[3113],{\"_101\":1177,\"_1177\":3114},\"The most interesting thing about NiCE’s framing is that it is not trying to reinvent workforce management from scratch. Instead, it is extending an existing foundation into a broader operational model for hybrid work. That is a pragmatic move, because most customers are not looking to rip out their current workforce tools. They are looking for a path from traditional WEM to a model that can manage AI, preserve context, and improve service outcomes across every interaction.\",{\"_101\":1170,\"_1171\":3116,\"_658\":3117},{\"_1173\":1174},[3118],{\"_101\":1177,\"_1177\":3119},\"Workforce Empowerment is less a slogan than a forecast. It suggests that the future of workforce software will be defined by how well it does three things: helps enterprises manage a blended workforce, measures the entire customer journey, and turns operational insight into immediate action.\",{\"_101\":1170,\"_1171\":3121,\"_658\":3122},{\"_1173\":1174},[3123],{\"_101\":1177,\"_1177\":3124},\"If classical WEM was about managing the workforce of the contact center, Workforce Empowerment is about managing the workforce of the AI-enabled customer experience.\",{},[3127],{\"_61\":198,\"_201\":202,\"_199\":200},{\"_819\":18,\"_820\":18},{\"_814\":18,\"_815\":3130},[],{\"_101\":927,\"_796\":3132},{\"_193\":194,\"_205\":1405,\"_207\":1406,\"_173\":3133,\"_178\":356,\"_181\":357,\"_1167\":3134,\"_180\":356,\"_183\":358,\"_185\":358,\"_805\":3316,\"_186\":215,\"_203\":364,\"_189\":190,\"_191\":192,\"_195\":3317,\"_811\":18,\"_817\":3319,\"_812\":3320},{\"_48\":355,\"_176\":177},[3135,3140,3145,3156,3167,3172,3177,3184,3189,3194,3199,3206,3211,3216,3221,3272,3279,3284,3289,3294,3301,3306,3311],{\"_101\":1170,\"_1171\":3136,\"_658\":3137},{\"_1173\":1174},[3138],{\"_101\":1177,\"_1177\":3139},\"For years, CX leaders have focused on efficiency in the contact center through handle time reduction, call deflection, and digital channels. With the growth of agentic and conversational AI agents, many businesses are doubling down on further efficiency gains to guide their customer interaction strategies.\",{\"_101\":1170,\"_1171\":3141,\"_658\":3142},{\"_1173\":1174},[3143],{\"_101\":1177,\"_1177\":3144},\"But others are looking at AI’s value differently. With a growing number of channel and interaction options comes complexity, and leading CX leaders are uncovering an opportunity to not only differentiate service the service they provide but to monetize higher service levels.\",{\"_101\":1170,\"_1171\":3146,\"_658\":3147},{\"_1173\":1174},[3148,3150,3154],{\"_101\":1177,\"_1177\":3149},\"Metrigy’s latest global research study, \",{\"_101\":1177,\"_1229\":3151,\"_1177\":3153},[3152],{\"_101\":1628},\"AI’s Role in Customer Experience 2026-27,\",{\"_101\":1177,\"_1177\":3155},\" documents a growing movement to offer differentiated service models, where companies intelligently blend AI, human expertise, personalization, and premium experiences into tiered offerings that customers value—and may pay to receive.\",{\"_101\":1170,\"_1171\":3157,\"_658\":3158},{\"_1173\":1174},[3159,3161,3165],{\"_101\":1177,\"_1177\":3160},\"Only 17.7% of companies offer service tiers to their customers now, but another 31.1% plan to introduce them this year—and for good reason, according to Metrigy’s study of 759 companies. More than 86% of consumers say service influences whether they do business with a company. More importantly, customers are unforgiving when experiences fail: They leave after an average of 3.2 bad interactions, according to Metrigy’s \",{\"_101\":1177,\"_1229\":3162,\"_1177\":3164},[3163],{\"_101\":1628},\"Q1 AI Customer Experience Index\",{\"_101\":1177,\"_1177\":3166},\", a study of 1,000 U.S. consumers.\",{\"_101\":1170,\"_1171\":3168,\"_658\":3169},{\"_1173\":1174},[3170],{\"_101\":1177,\"_1177\":3171},\"Although agentic AI and conversational AI for self-service are among the top CX transformation priorities for businesses, consumers show a strong preference for human engagement. Even when assured an AI agent could successfully resolve their issue, 77% still prefer interacting with a human, according to the consumer study. (Stay tuned for my June post when I will summarize the Q2 trends.)\",{\"_101\":1170,\"_1171\":3173,\"_658\":3174},{\"_1173\":1174},[3175],{\"_101\":1177,\"_1177\":3176},\"Consumers are not rejecting AI. In fact, as you’ll see in our Q2 research, consumers are warming up to its value. The issue is that businesses often apply automation too broadly, without factoring the need for customization that aligns with changing customer preferences.\",{\"_101\":1170,\"_1171\":3178,\"_658\":3179},{\"_1173\":1174},[3180],{\"_101\":1177,\"_1229\":3181,\"_1177\":3183},[3182],{\"_101\":1232},\"The shift toward service customization\",{\"_101\":1170,\"_1171\":3185,\"_658\":3186},{\"_1173\":1174},[3187],{\"_101\":1177,\"_1177\":3188},\"Metrigy’s Research Success Group (those with the highest business metric improvements through the use of AI) are starting to move away from one-size-fits-all service models. Instead, they are building differentiated experiences based on customer expectations, value, and preferences—and using AI to help determine when to offer what.\",{\"_101\":1170,\"_1171\":3190,\"_658\":3191},{\"_1173\":1174},[3192],{\"_101\":1177,\"_1177\":3193},\"Some consumers prioritize speed and convenience. Others value empathy, trust, or white-glove treatment. Increasingly, CX leaders are realizing they shouldn’t serve all customers the same way.\",{\"_101\":1170,\"_1171\":3195,\"_658\":3196},{\"_1173\":1174},[3197],{\"_101\":1177,\"_1177\":3198},\"The models they’re developing range from priority support queues and premium routing to highly personalized interactions that align with customer preferences around channels, AI usage, and access to human expertise.\",{\"_101\":1170,\"_1171\":3200,\"_658\":3201},{\"_1173\":1174},[3202],{\"_101\":1177,\"_1229\":3203,\"_1177\":3205},[3204],{\"_101\":1232},\"Will customers pay more for better service? The data suggests it\",{\"_101\":1170,\"_1171\":3207,\"_658\":3208},{\"_1173\":1174},[3209],{\"_101\":1177,\"_1177\":3210},\"Nearly 77% of companies believe at least some customers will pay more for higher service tiers. By offering customized service, ancillary revenue metrics, including customer lifetime value, churn reduction, and loyalty growth, also come into play.\",{\"_101\":1170,\"_1171\":3212,\"_658\":3213},{\"_1173\":1174},[3214],{\"_101\":1177,\"_1177\":3215},\"The concept of elite service tiers isn’t new. Consider healthcare organizations offering concierge services or high-end retailers building brands around premium service delivery. Now, AI, analytics, orchestration, and customer data platforms make it possible to operationalize and customize these models at scale and in real-time.\",{\"_101\":1170,\"_1171\":3217,\"_658\":3218},{\"_1173\":1174},[3219],{\"_101\":1177,\"_1177\":3220},\"Metrigy’s study shows that about half about half of companies charge or plan to charge customers more for service tiers. The areas of focus now among CX leaders include:\",{\"_101\":1722,\"_658\":3222},[3223,3230,3237,3244,3251,3258,3265],{\"_101\":1725,\"_658\":3224},[3225],{\"_101\":1170,\"_1171\":3226,\"_658\":3227},{\"_1173\":1174},[3228],{\"_101\":1177,\"_1177\":3229},\"Faster resolution guarantees\",{\"_101\":1725,\"_658\":3231},[3232],{\"_101\":1170,\"_1171\":3233,\"_658\":3234},{\"_1173\":1174},[3235],{\"_101\":1177,\"_1177\":3236},\"Personalized support models\",{\"_101\":1725,\"_658\":3238},[3239],{\"_101\":1170,\"_1171\":3240,\"_658\":3241},{\"_1173\":1174},[3242],{\"_101\":1177,\"_1177\":3243},\"Dynamic routing based on customer value\",{\"_101\":1725,\"_658\":3245},[3246],{\"_101\":1170,\"_1171\":3247,\"_658\":3248},{\"_1173\":1174},[3249],{\"_101\":1177,\"_1177\":3250},\"AI versus human engagement preferences\",{\"_101\":1725,\"_658\":3252},[3253],{\"_101\":1170,\"_1171\":3254,\"_658\":3255},{\"_1173\":1174},[3256],{\"_101\":1177,\"_1177\":3257},\"Preferred communication channels\",{\"_101\":1725,\"_658\":3259},[3260],{\"_101\":1170,\"_1171\":3261,\"_658\":3262},{\"_1173\":1174},[3263],{\"_101\":1177,\"_1177\":3264},\"Premium loyalty-linked service programs\",{\"_101\":1725,\"_658\":3266},[3267],{\"_101\":1170,\"_1171\":3268,\"_658\":3269},{\"_1173\":1174},[3270],{\"_101\":1177,\"_1177\":3271},\"Dedicated support resources\",{\"_101\":1170,\"_1171\":3273,\"_658\":3274},{\"_1173\":1174},[3275],{\"_101\":1177,\"_1229\":3276,\"_1177\":3278},[3277],{\"_101\":1232},\"Building the architecture for paid service tiers\",{\"_101\":1170,\"_1171\":3280,\"_658\":3281},{\"_1173\":1174},[3282],{\"_101\":1177,\"_1177\":3283},\"What makes this particularly interesting is that the underlying technology stack already exists. Many vendors have pieces of it today, including data lakes, interaction analytics, monetization systems, knowledge management, customer records (CRM or CDPs), and more. What’s emerging now is the need to unify those components into an integrated elite service architecture.\",{\"_101\":1170,\"_1171\":3285,\"_658\":3286},{\"_1173\":1174},[3287],{\"_101\":1177,\"_1177\":3288},\"That architecture starts with customer preference intelligence. Businesses must understand not only who the customers are, but how they prefer to engage. Do they prefer AI for simple tasks but humans for billing disputes? Do they prefer text during the day but voice at night? Are they highly receptive to proactive outreach, or do they view it as intrusive?\",{\"_101\":1170,\"_1171\":3290,\"_658\":3291},{\"_1173\":1174},[3292],{\"_101\":1177,\"_1177\":3293},\"Once they’ve captured these preferences, they can determine whether to offer a fee-based service tier or provide it on their own. Then, they can operationalize the preferences and service tiers, using AI to determine when to act on them. For example, in some situations, AI-only engagement will absolutely be the best path. In others, immediate escalation to a highly trained human agent will produce significantly better outcomes—even if the interaction costs more.\",{\"_101\":1170,\"_1171\":3295,\"_658\":3296},{\"_1173\":1174},[3297],{\"_101\":1177,\"_1229\":3298,\"_1177\":3300},[3299],{\"_101\":1232},\"Who should pay for higher-level service tiers?\",{\"_101\":1170,\"_1171\":3302,\"_658\":3303},{\"_1173\":1174},[3304],{\"_101\":1177,\"_1177\":3305},\"The question is whether the customer or company will pay for the higher-level service tiers. For example, if a high-value customer consistently responds positively to human engagement, accepts upsell opportunities, and demonstrates stronger loyalty through premium experiences, then a higher service cost to the company is justified.\",{\"_101\":1170,\"_1171\":3307,\"_658\":3308},{\"_1173\":1174},[3309],{\"_101\":1177,\"_1177\":3310},\"Other customers may value immediate access to support representatives to resolve product issues quickly. In that case, they may enthusiastically pay for a premium service—resulting in loyal, happy customers and additional revenue for the business through a service tier premium.\",{\"_101\":1170,\"_1171\":3312,\"_658\":3313},{\"_1173\":1174},[3314],{\"_101\":1177,\"_1177\":3315},\"AI-based analytics helps CX leaders make these decisions, or autonomously make them, depending on the permissions allowed. The CX strategy moving forward will be “intelligent choice” — data-informed choices determining when it makes sense for customers to buy premium service tiers and when it makes sense for businesses to offer those premium tiers as part of the overall experience for their high-value customers.\",{},[3318],{\"_61\":361,\"_201\":363,\"_199\":362},{\"_819\":18,\"_820\":18},{\"_814\":18,\"_815\":3321},[],{\"_101\":927,\"_796\":3323},{\"_193\":194,\"_205\":1405,\"_207\":1406,\"_173\":3324,\"_178\":876,\"_181\":3325,\"_1167\":3326,\"_180\":876,\"_183\":877,\"_185\":877,\"_805\":3401,\"_186\":982,\"_203\":267,\"_189\":190,\"_191\":192,\"_195\":3402,\"_811\":18,\"_817\":3404,\"_812\":3405},{\"_48\":875,\"_176\":177},\"Vonage Contact Center enhances reach into healthcare, financial services and retail sectors via agentic AI partnerships.\",[3327,3333,3370,3376,3381,3386,3391,3396],{\"_101\":1170,\"_1171\":3328,\"_658\":3329},{\"_1173\":1174},[3330],{\"_101\":1177,\"_1229\":3331,\"_1177\":2161},[3332],{\"_101\":1232},{\"_101\":1722,\"_658\":3334},[3335,3350,3363],{\"_101\":1725,\"_658\":3336},[3337],{\"_101\":1170,\"_1171\":3338,\"_658\":3339},{\"_1173\":1174},[3340,3342,3348],{\"_101\":1177,\"_1177\":3341},\"Vonage is \",{\"_101\":1177,\"_1229\":3343,\"_1177\":3347},[3344],{\"_101\":199,\"_1171\":3345},{\"_5\":3346,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.vonage.com/about-us/newsroom/press-releases/Vonage-Launches-Industry-Specific-AI-Agents-for-Healthcare-Financial-Services-and-Retail-Contact-Centers/4c007c07-8785-40fe-a5e9-189c624ca122/\",\"integrating vertical-specific AI intelligence\",{\"_101\":1177,\"_1177\":3349},\" into its contact center platforms via partnerships with enterprise software provider Avaamo and conversation management platform Syndeo. The partnership demonstrates a move toward tailoring agentic AI to help meet domain-specific customer demands in different industries.\",{\"_101\":1725,\"_658\":3351},[3352],{\"_101\":1170,\"_1171\":3353,\"_658\":3354},{\"_1173\":1174},[3355,3361],{\"_101\":1177,\"_1229\":3356,\"_1177\":3360},[3357],{\"_101\":199,\"_1171\":3358},{\"_5\":3359,\"_2176\":643,\"_2177\":-5,\"_2178\":-5},\"https://www.nojitter.com/ai-automation/avaamo-latest-cx-vendor-offering-task-specific-ai-agents\",\"Avaamo provides AI agents\",{\"_101\":1177,\"_1177\":3362},\" that allow healthcare organizations to deploy autonomous solutions for tasks such as appointment scheduling, care navigation, billing support and access to test results. For the financial services, retail and insurance verticals, Syndeo’s platform blends deterministic logic, generative AI and flow-guided guardrails which allow its AI agents to “understand, respond and resolve” customer issues, per the announcement.\",{\"_101\":1725,\"_658\":3364},[3365],{\"_101\":1170,\"_1171\":3366,\"_658\":3367},{\"_1173\":1174},[3368],{\"_101\":1177,\"_1177\":3369},\"“VCC provides the contact center platform: inbound/outbound call routing, the agent and supervisor workspace, CRM integrations (Salesforce, ServiceNow, etc.), compliance and governance infrastructure, analytics and the orchestration layer that connects everything,” Rodney Hassard, head of product, applications at Vonage, told No Jitter in an emailed statement. “Avaamo and Syndeo provide the vertical AI intelligence — the domain-trained models that understand industry-specific language, workflows and data systems (e.g., EHR for healthcare, financial services and retail logic for Syndeo).”\",{\"_101\":1170,\"_1171\":3371,\"_658\":3372},{\"_1173\":1174},[3373],{\"_101\":1177,\"_1229\":3374,\"_1177\":2236},[3375],{\"_101\":1232},{\"_101\":1170,\"_1171\":3377,\"_658\":3378},{\"_1173\":1174},[3379],{\"_101\":1177,\"_1177\":3380},\"With these partnerships, Vonage bolsters its CCaaS platform with agentic AI-powered self-service tailored to specific verticals. Avaamo and Syndeo have already done the work of tailoring their solutions to their verticals, so Vonage and, by extension, its customers in those industries immediately benefit from that work.\",{\"_101\":1170,\"_1171\":3382,\"_658\":3383},{\"_1173\":1174},[3384],{\"_101\":1177,\"_1177\":3385},\"“Avaamo and Syndeo are connected to VCC through standardized, platform-native integrations — so a healthcare or financial services company can activate pre-trained, industry-specific AI agents within their existing VCC environment without additional development work,” Hassard said.\",{\"_101\":1170,\"_1171\":3387,\"_658\":3388},{\"_1173\":1174},[3389],{\"_101\":1177,\"_1177\":3390},\"Customers purchasing either vertical-specific solution will primarily deal with Vonage. “Customers receive coordinated onboarding and support from both Vonage and the partner,” Hassard said. “However, the partner (Avaamo or Syndeo) is involved in support on an as needed basis.”\",{\"_101\":1170,\"_1171\":3392,\"_658\":3393},{\"_1173\":1174},[3394],{\"_101\":1177,\"_1177\":3395},\"In practice, when a customer calls, VCC receives that interaction first and then routes it to the Avaamo or Syndeo AI agent via what Hassard called a bot gateway. The AI agent handles the interaction by itself. The AI agents from either platform are built to handle routine, high-volume tasks such as appointment (re)scheduling, billing and account inquiries, returns and policy questions. If the AI agent cannot resolve the issue, it will escalate the interaction to a live human working in the VCC environment along with the context of what it’s already done and who the customer is.\",{\"_101\":1170,\"_1171\":3397,\"_658\":3398},{\"_1173\":1174},[3399],{\"_101\":1177,\"_1177\":3400},\"“The AI-generated outputs — summaries, context, recommendations, handoff data — surface inside the same VCC interface that human agents and supervisors already use,” Hassard said. “Agents don't need to log into a separate Avaamo or Syndeo dashboard.”\",{},[3403],{\"_61\":252,\"_201\":254,\"_199\":253},{\"_819\":18,\"_820\":18},{\"_814\":18,\"_815\":3406},[],{\"_119\":1046,\"_63\":192},\"adConfig\",{\"_3410\":18},\"nativeAdOption\",\"seo\",{\"_3413\":6,\"_3414\":3415,\"_3416\":3417,\"_3418\":18,\"_3419\":3420,\"_13\":14,\"_3421\":-7},\"canonicalUrl\",\"metaDescription\",\"No Jitter helps enterprise IT professionals assess the dynamic world of communications and collaboration technologies for optimal business outcome.\",\"metaTitle\",\"No Jitter | Insight for the Connected Enterprise\",\"noIndex\",\"imageUrl\",\"https://eu-images.contentstack.com/v3/assets/blt2db30e0332fda6df/bltfcc9134286bf9934/673468ceb2a64255fa705b88/Group_7224@2x.png?disable=upscale\u0026width=1200\u0026height=630\u0026fit=crop\",\"mediaLinks\",\"schema\",[3424],{\"_3425\":3426,\"_3427\":3428,\"_61\":3429,\"_114\":3415,\"_63\":10,\"_483\":485},\"@context\",\"https://schema.org\",\"@type\",\"NewsMediaOrganization\",\"Home Page\",\"socialShare\",[3432,3434,3437,3440,3443],{\"_101\":102,\"_63\":3433},\"https://www.linkedin.com/sharing/share-offsite/?url=https://www.nojitter.com\",{\"_101\":3435,\"_63\":3436},\"Facebook\",\"http://www.facebook.com/sharer/sharer.php?u=https://www.nojitter.com\",{\"_101\":3438,\"_63\":3439},\"Twitter\",\"http://www.twitter.com/intent/tweet?url=https://www.nojitter.com\",{\"_101\":3441,\"_63\":3442},\"Reddit\",\"https://www.reddit.com/submit?url=https://www.nojitter.com\u0026title=\",{\"_101\":3444,\"_63\":3445},\"Email\",\"mailto:?subject=I wanted you to see this site\u0026body=I%20thought%20the%20following%20from%20No%20Jitter%20might%20interest%20you.%0D%0A%0D%0A%20%0D%0Ahttps%3A%2F%2Fwww.nojitter.com\",\"tm85gj4fimf\",\"actionData\",\"errors\"]\n");</script><!--$--><script>window.__reactRouterContext.streamController.close();</script><!--/$--><!--/$--></body></html>