Tim Banting
The Year Collaboration Gets Smart
Unified Communications (UC) has evolved beyond connectivity. In 2026, trends point toward it becoming an intelligence layer that interprets context, automates tasks, and drives measurable business outcomes.
Techtelligence data shows that over 700 enterprises, with buyer intent, are exploring AI-powered meeting tools that summarize discussions and automatically assign actions.
The shift is clear: buyers no longer want “features.” They want systems that act proactively. Smart UC platforms are expected to capture intent, update CRM systems, and trigger workflows across business applications.
As a result, interoperability and automation have overtaken video quality and uptime as top purchasing criteria. This marks a profound change in the buyer mindset – UC isn’t just a communications tool; it’s a productivity engine.
CX Is Quietly Bankrolling UC Innovation
In a striking twist, one in four UC projects is now funded by customer experience (CX) budgets. Enterprises increasingly recognize that fast, connected collaboration inside the organization directly influences customer satisfaction outside it.
This funding crossover is creating new alliances between CIOs and CX leaders. Instead of debating where budgets sit, enterprises are investing where outcomes matter – improving speed, accuracy, and customer loyalty.
The traditional boundaries between internal communication and external engagement are fading, giving rise to what Techtelligence defines as Experience Infrastructure: a unified ecosystem linking how employees work with how customers are served.
From Proof-of-Concept to Proof of Value
The “year of experimentation” is over. Techtelligence’s Buyer Intent Index shows that 62% of large enterprises are now researching or deploying AI-enabled UC and CX platforms. The new focus is proof – demonstrating how collaboration tools save time, improve service resolution, and reduce friction between systems.
Forward-looking UC buyers are setting clear expectations: technology must fit business processes, not the other way around. The winners will be vendors who can prove measurable outcomes – how much faster work gets done, how much time is returned to employees, and how seamlessly customer experience improves as a result.
The Buyer Takeaway
UC is no longer about calls or conferences – it’s about connection, intelligence, and time. Those investing in platforms that act on data, integrate with systems, and align with CX goals will define the next era of collaboration.
Follow the Latest Buyer Trends
Want to dive into deeper insights on UC buyer trends? Check out my full analysis in this week’s interview for UC Today.
If you’re an enterprise technology buyer or part of a buying committee, follow Techtelligence on LinkedIn for weekly insights, analysis, and expert advice to help you find the right solution for your business needs.
