State of the State — Generative AI in UC&C Can Be Massively Impactful If Done Right

State of the State — Generative AI in UC&C Can Be Massively Impactful If Done Right

This IDC Market Perspective discusses how generative AI (GenAI) is expected to disrupt the future of unified communications and collaboration (UC&C) and what the ecosystem players should consider as they look at the competition and opportunities that stem from AI in UC&C. "Currently, GenAI technology is still in its infancy, which means there is a lot of buzz around it, but we are yet to witness in practice its complete potential as well all of its drawbacks. However, the unique capabilities it is capable of driving in UC&C use cases, as demonstrated by industry players, point to the need for a thoughtful plan by all UC&C ecosystem players," said Jitesh Gera, research manager, Unified Communications and Collaboration at IDC. "AI in UC&C is neither something to rush into nor something that UC&C providers should avoid. The benefits to the communications and collaboration experience for employees and customers are too great in the long run."

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