Wildix launches industry’s first embedded agentic AI layer for UCaaS

Wildix introduces the industry’s first fully embedded, modular agentic AI layer within UCaaS platforms, enabling real-time communication automation across multiple channels and transforming customer experience and team collaboration.

Agentic AI is rapidly transforming the landscape of unified communications as a service (UCaaS), integrating automation and autonomous decision-making to enhance customer experiences and streamline team collaboration. Unlike generative AI, which primarily creates content, agentic AI operates with autonomy, reasoning through context and goals to execute workflows in real time. This distinction positions agentic AI as a powerful tool for environments demanding speed, precision, and continuous interaction management, such as in customer service and team communications.

In UCaaS platforms, agentic AI extends beyond traditional telephony or messaging by proactively routing communications, detecting service disruptions early, and automating follow-ups. For example, agentic AI can trigger post-call summaries, suggest next steps, or allocate tasks automatically based on live conversation insights. The technology processes input through speech recognition and natural language processing, enriches it with data from CRM and communication histories, and acts aligned with business objectives. According to recent statistics, 78% of organisations reported using AI in 2024, underscoring its swift adoption in the business sphere.

One notable advancement is from Wildix, which has launched the industry’s first fully embedded agentic AI layer for UCaaS, currently operational across over a thousand customer environments. This system automates interactions across multiple channels—voice, chat, SMS, WhatsApp, and web—without relying on static scripts or third-party bots. Its modular, no-code design allows businesses to tailor workflows to context-specific needs such as healthcare appointments or retail surges, making deployment both fast and scalable. Similarly, Genesys has announced enhancements in cloud-based AI orchestration, enabling enterprises to synchronize AI and human agents across systems, automating workflows that span front and back office functions to improve customer experience holistically.

The practical benefits of agentic AI are multifaceted. Businesses enjoy faster issue resolution through continuous conversation analysis that identifies frustration or repeated queries early, enabling AI agents to intervene before escalation. For example, GoTo Connect’s AI receptionist monitors calls in real time to reduce wait times and improve support accuracy. Cross-channel consistency is another key advantage, as AI systems unify context across multiple communication platforms to ensure customers don’t repeat themselves when switching channels—a capability exemplified by Nextiva’s AI Assist, which integrates call history and response suggestions. Additionally, agentic AI can enhance internal collaboration by generating meeting summaries and action items automatically, a feature implemented in platforms like Zoom’s AI Companion.

Predictive analytics also play a crucial role. By analysing historical data and customer sentiment trends, AI systems help managers anticipate demand shifts and staffing needs, as seen with RingCentral’s analytics dashboard tracking sentiment and competitor mentions to pre-empt bottlenecks. Such insights enable proactive operational adjustments, reserving resources for expected peaks and improving overall efficiency.

When evaluating UCaaS providers with agentic AI, business needs and budget are decisive. Providers like RingCentral, Nextiva, Zoom, and GoTo Connect offer different blends of AI-powered features—from intelligent call routing and sentiment analysis to AI-driven meeting notes and receptionist functionalities—at varied price points, typically starting from around $16.99 to $30 per user monthly. Despite the added cost relative to standard UCaaS subscriptions, the return on investment often justifies the expense through improved efficiency, customer satisfaction, and scalability.

However, the adoption of agentic AI demands careful attention to security and governance. Industry research, including findings from IBM, highlights that 97% of AI-related security incidents occur due to insufficient access controls. Best practices call for strict role-based access to sensitive data, robust data governance policies ensuring regulatory compliance, and comprehensive employee training to mitigate misuse. Continuous performance monitoring and auditing are vital to maintaining accuracy and aligning AI outputs with business objectives. A phased rollout through pilot programs is recommended to gather feedback and build organisational familiarity, reducing operational disruption.

Looking forward, industry experts anticipate that agentic AI will evolve from assisting discrete tasks to orchestrating entire workflows within UCaaS platforms, seamlessly managing voice, chat, and collaboration tools in anticipation of organisational needs. This evolution is poised to position agentic AI as a foundational technology in communication ecosystems, enabling businesses to provide faster, more consistent experiences to both customers and employees.

Frequently asked questions highlight the distinction between agentic and generative AI, emphasising autonomy and workflow management for the former. Common use cases in telecom include real-time ticket handling, intelligent call routing, and wait time reduction. Development platforms ranging from Microsoft Azure AI to open-source frameworks like LangChain support the creation of these intelligent agents. Although data readiness remains a challenge, successful integration depends on prepared, clean, and well-governed datasets.

In sum, agentic AI within UCaaS represents a significant leap towards smarter, more autonomous communication systems, driving enhanced collaboration and superior customer service in increasingly digital and distributed business environments.

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Source: Noah Wire Services