Summary Bullets:

• Mitel and Zoom have launched the first capabilities stemming from a partnership formed in September 2024.

• Mitel continues to build upon the market momentum it has generated since acquiring Unify in October 2023.

Mitel and Zoom have launched the first capabilities of a hybrid unified communications (UC) solution announced in September 2024 as part of a newly established partnership that saw Mitel name Zoom as its exclusive unified communications-as-a-service (UCaaS) provider. The solution features Zoom Workplace, Zoom’s AI-infused team collaboration platform, starring as Mitel’s sole UCaaS offering within its overall UC portfolio. The solution also incorporates Zoom AI Companion, Zoom’s personal AI assistant. Mitel customers who desire a transition path to UCaaS will be able to blend on-premises capabilities with a mix of private and public cloud.

Summary Bullets:

• RingCentral AI Receptionist is noteworthy because it marks RingCentral’s entry into agentic AI.
• With RingCentral AI Receptionist, RingCentral continues its very aggressive cadence of compiling AI-infused features in its overall portfolio.

RingCentral announced RingCentral AI Receptionist (AIR), an AI phone agent that can answer customer questions and perform basic tasks for them such as scheduling an appointment. It can also transfer callers to the appropriate person or department if needed. At the heart of the offer is the capability to understand natural language. AIR is embedded into RingCentral EX, the company’s team communication and collaboration platform. RingCentral AI Receptionist has been available to select US businesses during a controlled availability phase, with a one-month, 100-minute free trial included. A broader rollout is planned for Q2 2025.

Summary Bullets:

• By marrying team collaboration and productivity tools, Microsoft has achieved a degree of differentiation that is largely unmatched.
• Microsoft would be wise to integrate its team collaboration and contact center capabilities.

Last week, Microsoft held its annual ‘Ignite’ event, a showcase for enhancements across the entire Microsoft portfolio. Not surprisingly artificial intelligence (AI) occupied center stage. A portion of the enhancements unveiled impacted team collaboration/hybrid work.

Summary Bullets:

• A history of offers that are difficult to distinguish is a significant hurdle holding back Microsoft in the contact center space.

• Implementing a definitive flagship contact center offer coupled with Microsoft Teams would go far in alleviating competitive pressure.

Microsoft tore the wrapping paper from its latest contact center offer with the general availability of Microsoft Dynamics 365 Contact Center on July 1, 2024. When it comes to Microsoft, contact center is the gift that keeps on giving. Pre-dating this new arrival is a string of ancestors born annually, featuring overlapping functionality and sometimes bearing similar names. Sorting through the morass is confusing.

Summary Bullets:

• After almost a decade in the market, Meta is closing its team collaboration platform named Workplace.

• Workplace users have a two-year horizon to depart the platform.

It’s official. Workplace, Meta’s team collaboration platform, will not last for even a decade. The platform succumbed to more pressing corporate priorities and unrelenting competition from marquee players. Although Workplace is not going anywhere immediately, the decision to shutter the platform that was launched in 2016 has been made and the timeline for its demise has been cast.

Summary Bullets:

• With these latest announcements, Zoom continues the rapid build out of its GenAI portfolio.

• The advent of GenAI has leveled the playing field between Zoom and rivals such as Microsoft, Cisco, and Google.

Zoom continues to aggressively expand its portfolio of AI capabilities with a new round of features targeted at admins, contact center agents, and meeting participants. The features are part of ‘Zoom AI Companion,’ a generative AI (GenAI) assistant launched in September 2023. Zoom AI Companion is available at no additional cost for customers with paid services assigned to their Zoom user accounts.

Summary Bullets:

• The pandemic drove the ascent of cloud-based collaboration platforms, and the ripple effects are still being felt today.

• In 2024, AI – along with the contact center, hybrid work, and mobility – will witness important new dynamics.

Recently, dramatic winds of change have swept across cloud-based collaboration platforms. The pandemic drove the ascent of these platforms and competitors battled in successive rounds of feature enhancements. Cooler heads eventually prevailed, and a ‘truce’ was issued in the form of interoperability between rival platforms. In 2023, things came full circle with competitors reaching deep into AI’s treasure trove and circulating AI features platform-wide. However, AI was not the only force shaping the landscape. 2024 promises to be as exciting as 2023. Along with AI, GlobalData expects contact center, hybrid work, and mobility to witness important new dynamics.