UC Today

Kristian McCann sits down with Chris Scimone, Director, Solutions Architecture & Engineering at New Era Technology, to answer one of the biggest questions facing organizations investing in AI for customer experience: where should you start?
Many contact centers understand the potential of AI, but identifying the right first use case can be challenging. Should organizations focus on customer-facing automation? Agent assistance? Self-service? And how do they ensure early deployments can be expanded upon as the operation scales?
Chris shares practical guidance drawn from real-world deployments, explaining why successful AI initiatives often begin by supporting agents behind the scenes before expanding into broader automation.
Key discussion points:
• How organizations can identify the best first use cases for contact center AI
• Why AI assistants are often the ideal starting point for adoption
• The metrics that matter most when measuring AI success and customer impact
• How to scale AI deployments while maintaining visibility, performance, and governance
Next steps:
Visit New Era Technology to identify the biggest friction points affecting customers and agents

In this episode of the Big UC Update, UC Today's Christopher Carey sits down with Will Morey, Managing Director at Gamma, for a wide-ranging conversation on the state of the channel, the rise of AI, and what it really takes to deliver technology that works for SMEs.
Will shares his journey from selling diesel to farmers to leading Gamma's channel business, and unpacks why the biggest opportunity in the industry right now isn't a product - it's helping customers figure out how to make AI actually work for their business.
Topics Covered Include:
Gamma's channel-first go-to-market and partner ecosystem
Why AI should be treated like electricity, not a product
The "iceberg model" — what sits below the waterline with Gamma
Data sovereignty, compliance, and why they're suddenly front-of-mind for SMEs
The PSTN switch-off, CX, and what's next for the UC industry

In this Big UC Update interview for UC Today, Marcus Law speaks with Dan Nadir, Chief Product Officer at Theta Lake, about how enterprises are rethinking compliance, security, and archiving for modern communications.
Dan explains how Theta Lake helps regulated organizations capture, archive, and supervise communications across collaboration platforms, including Zoom, Microsoft Teams, Webex, RingCentral, Cisco, and Workvivo. He also discusses the fast-growing role of AI governance, the risk of configuration drift, and why compliance teams need more than basic retention policies to manage today’s digital communications.
The conversation explores how Theta Lake’s AI-native platform supports digital communications governance and archiving, detects risk across multiple channels, and helps firms prove that content has been captured and retained correctly. Dan also shares how the company is evolving its platform to support new communication types, AI interactions, legal discovery, and regulated customer needs around the world.
For UC and collaboration leaders, the message is clear: as communication channels multiply, compliance needs to become more intelligent, more connected, and easier to operationalize.

In this episode of UC Today, Kristian McCann sits down with Vishnu Shankar, Chief Data Officer at Draup, to explore why hiring, workforce planning, and skills strategy have moved beyond HR and into the CFO's office. 

As AI agents, automation, and evolving regulations transform the workplace, organizations can no longer think about recruitment as simply filling vacancies. Every hiring decision now carries implications for productivity, operational costs, compliance, and long-term business performance. Yet many businesses are still relying on outdated workforce planning models that fail to account for the growing role of AI alongside human talent. 

Vishnu explains why companies need to rethink how work itself is structured, moving away from traditional hiring frameworks towards AI-augmented operating models that combine people, software, automation, AI agents, and partners.  

Key discussion points include: 

Why AI has transformed hiring decisions into strategic financial decisions for CFOs and boards.  

How organizations should move beyond the traditional "build, buy, borrow" workforce model to embrace AI agents, automation, software, and human talent together.  

Why measuring ROI from talent now means focusing on productivity, augmentation, and business outcomes—not simply headcount or cost reduction.  

Practical steps organizations can take to build AI-ready workforce strategies while managing governance, compliance, and future skills.  

Next Steps 

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In this episode of UC Today, host Kristian McCann sits down with Nick Gonios, VP of Learning Transformation and Company Ambassador at TalentLMS, to explore one of the biggest hidden challenges in corporate learning: the Completion Trap. 

As AI rapidly transforms the workplace and organizations race to reskill their workforces, traditional learning metrics are increasingly falling short. Completion percentages and attendance figures may look impressive on a dashboard, but they reveal very little about whether employees can apply what they've learned to improve business outcomes. 

In this conversation, Nick explains why organizations have become fixated on measuring learning activity instead of learning impact, how outdated KPIs continue to reinforce the problem, and why this disconnect is creating friction, reducing productivity, and slowing organizational transformation.

Key topics covered include:

Why course completion is a poor indicator of real learning and competence.
What TalentLMS' latest research reveals about learning metrics, employee behavior, and business impact.
How AI can move beyond content creation to deliver personalized, relevant learning experiences.
Practical steps organizations can take to align learning initiatives with productivity and business outcomes.

Next Steps

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