7 August 2025 By PXC
The Intelligent Contact Centre Revolution
UCaaS and CCaaS are evolving fast — from basic connectivity to intelligent, AI-powered platforms. Customers now expect seamless, cross-channel experiences, pushing businesses to consolidate tools and streamline operations. But with a growing skills gap, success depends on both smart tech and expert guidance. PXC and Zoom are leading this shift, delivering unified solutions that reduce costs and boost customer satisfaction.
Over the last 12 months, the UCaaS (Unified Communications as a Service) and CCaaS (Contact Centre as a Service) market has shifted from simply delivering connectivity to offering intelligent, integrated customer engagement platforms.
A key driver of this shift is the growing demand for seamless, cross-channel experiences — customers expect to move effortlessly between voice, video, chat and self-service without having to repeat themselves or start over. As a result, forward-thinking businesses are consolidating their communications tools into fewer platforms, enabling faster resolutions, while reducing operational costs and creating a single view of the customer.
The AI Acceleration
AI is rapidly evolving the voice space and in recent times, has shifted from experimental to essential. In contact centres, AI is now being used for real-time agent assistance, sentiment analysis, automated triaging of customer issues and in the creation of personalised responses. Early adopters of this technology are already seeing measurable improvements in speed, accuracy and customer satisfaction.
The trend moving forwards appears to be the development of sector-specific AI models, trained on industry language and processes that enable tailored customer experiences in fields like healthcare, retail and financial services.
Opportunities and Challenges
The opportunity for communication professionals lies in specialisation, consolidation and demonstrating real-world outcomes from AI. Providers who can combine multiple communication channels, integrate automation and deliver tangible business results will stand out.
The challenge is that many organisations still lack the skills to assess, deploy and optimise AI effectively. This skills gap means that education and advisory services will be as important as the technology itself.
While the overall trend is about intelligence over infrastructure, leading vendors are helping drive the transition.
The PXC and Zoom Perspective
PXC partners with Zoom to deliver a platform that unifies communication and contact centre functions, enriched with AI-driven insights, helping their partners streamline operations and equip end customers to offer measurable outcomes — from reduced costs to higher customer satisfaction.