Zoom is making a bigger play for enterprise AI, with a strategy focused on turning conversations into context, and context into completed work. Its new Unified Context Layer sits at the center of that vision. Zoom’s message at Zoomtopia 2026 was clear: the company wants to be much more than a place where people meet, chat, and make phone calls. It wants to connect conversations across an organization with the context, AI agents, and workflows needed to get work done. The theme was “conversation to completion.” Conversations generate valuable information, but decisions and commitments often get lost across meetings, chats, customer calls, and business applications. Zoom believes it can connect those dots and use AI to help organizations act on what they already know. It’s an ambitious vision, but one that addresses a real problem. Enterprises have invested heavily in collaboration tools and AI assistants. The next challenge isn't simply getting AI to generate a good answer; it's giving AI the right information and the ability to do something useful with it. The Unified Context Layer Is the Big Story Some of the most valuable business information never makes it into a formal document. A customer raises a concern during a sales call, a team makes a decision in a meeting, or a support conversation reveals a recurring product issue. Those details can remain buried in transcripts, chat threads, and employees’ memories. Zoom’s new Unified Context Layer is designed to bring this information together. It combines general knowledge, documented information from files, and connected applications such as Salesforce, ServiceNow, Workday, and Jira, and dynamic context generated through ongoing conversations. Zoom connects these inputs into an evolving picture of people, topics, decisions, and relationships. The goal is to let people and AI agents work from synthesized, current context rather than having to search through raw transcripts and disconnected systems every time they need an answer. This goes beyond simply connecting a language model to a company’s documents. By incorporating information generated through live interactions and linking it to business data, Zoom aims to give AI a more complete understanding of what is happening across an organization. If it works as intended, that context could help agents do more than retrieve information: they could recommend or initiate the next step. But execution will depend on how accurately Zoom captures information, how well it connects systems, and whether the resulting context is reliable enough to support business decisions. Capturing Context Wherever Work Happens One of the most potentially impactful announcements was around My Notes. Zoom is extending My Notes beyond traditional online meetings to capture conversations across phone calls, in-person discussions, and third-party meeting platforms. Planned enhancements include a dedicated app for offline meetings and mobile calls, hardware partnerships for capturing in-person conversations, and Follow the Meeting, which generates a personal transcript and summary even when someone misses part of a meeting. Users will also be able to capture screenshots and associate them with specific moments in a transcript, preserving visual details that text alone might miss. These capabilities address a familiar workplace problem: employees often need to be in the right meeting at the right time to stay informed. Better capture makes it easier to catch up and follow through without relying on someone else to share notes or a recording. Zoom is also making its conversational intelligence available beyond its own interface. New Search and Ask APIs will let AI agents retrieve relevant information or generate answers grounded in Zoom data. Model Context Protocol (MCP) servers provide access to capabilities including meeting intelligence, scheduling, My Notes, and agentic search. Integrations with Claude, ChatGPT, Codex, and Microsoft 365 Copilot are part of the strategy, with Gemini support planned. This is a smart move. Zoom doesn't need every employee to do all their AI work inside Zoom Workplace. Making its intelligence available in tools people already use could extend the value of its platform. The trade-off is that Zoom will need to demonstrate why its context and services remain valuable when employees increasingly interact with AI through other vendors’ interfaces. Customer Experience: Moving Beyond Insights to Action The conversation-to-completion strategy is particularly tangible in Zoom’s CX portfolio. New customer directory and profile capabilities are designed to create an evolving view of customer interactions across virtual agents, live agents, and Zoom Phone. SourceHub connects agents to third-party data, starting with Salesforce Service Cloud, allowing them to view and update contacts, cases, and opportunities without constantly switching between systems. Zoom CX Insights is also moving beyond traditional contact center reporting. It analyzes voice, chat, and email interactions alongside operational data to help businesses understand why customers are contacting them, what drives longer calls, and where agents may need support. New capabilities include recommended actions, scheduled reports, and executive briefs. Customer Workflow Orchestrator takes the idea further by connecting the contact center to CRM, IT service management, HR, and other operational systems. AI-powered reasoning can determine the next step in a workflow and resume it when a customer response or approval arrives, even hours or days later. That distinction matters. Creating a support ticket isn't the same as resolving a customer’s problem. Orchestrating work across systems offers a path toward closing that gap. The potential value is less manual work, faster resolutions, and fewer handoffs. The test will be how consistently these tools deliver results in complex, real-world workflows. Zoom is also extending Virtual Agent to physical kiosks, where customers can ask questions, complete routine tasks, or get help in environments such as retail and healthcare. If necessary, the interaction can be handed off to a live agent through Zoom Phone or Zoom Contact Center. I spoke with Chris Morrissey, General Manager of Zoom CX, about the announcements, the role of CX in Zoom’s broader portfolio, and how the Unified Context Layer can make customer interactions more personalized. I also spoke with Ram Rajagopalan, Head of Product – AI for Zoom CX, about the new kiosk virtual agent, as well as AI Architect, which uses AI agents to help build and test contact center agents. AI Architect is used to generate production-ready voice and digital AI agents from a simple prompt. I was particularly interested in how Zoom helps users create virtual agents. In this video, Ram demonstrated how AI Architect can simplify the process of building virtual agents. For businesses, the potential value is less manual work, faster resolutions, and fewer handoffs between systems and employees. From Productivity Features to Business Execution The same strategy runs through Zoom’s workplace and revenue announcements. My Notes workflows will let users send meeting summaries and action items to applications such as Asana and Slack using templates or natural-language instructions. ZoomMate team agents will coordinate specialized agents working on different parts of a project and combine their work into a single deliverable. For revenue teams, Agentic Workflow Builder will provide templates and custom agents to help recover stalled deals, improve forecast accuracy, and reduce CRM administration. Signal-based orchestration is designed to trigger workflows when buying signals appear, helping sales teams respond faster. Zoom Events is also getting AI capabilities. Content Studio will turn event recordings into clips, posts, and images, while an event setup agent will build configurations from prompts, agendas, or spreadsheets. The common thread is reducing the work between knowing what needs to be done and actually doing it. For enterprises, the bigger opportunity isn't just saving a few minutes on individual tasks; it's improving how work moves across teams and systems. Trust Will Be Critical to Adoption As AI agents gain access to more information and the ability to take action, security and governance become essential. Zoom is expanding capabilities, including deepfake risk detection, identity verification integrations, sensitivity labels, AI guardrails, and centralized AI management. Administrators will have greater visibility into active agents, the information they access, and their activities, with the ability to enforce policies and shut down agents operating outside defined boundaries. Zoom Compliance Manager is also being extended to My Notes and Zoom Canvas to help regulated organizations manage retention, monitoring, and audit requirements. These are more than compliance features. If AI agents can access confidential information, update business records, and trigger workflows, organizations need to know what those agents can see and do. The challenge will be maintaining consistent controls across Zoom products, connected applications, and external AI platforms—and establishing accountability when automated actions go wrong. I spoke with Alex Shockley, President and COO of Journey.ai, about its partnership with Zoom and capabilities for secure transactions, user authentication, and handling regulated data. The Bottom Line Zoomtopia 2026 signals a broader ambition for Zoom: building on its strength in communications to become a platform (or even operating system) that connects conversations, enterprise knowledge, and business execution. The Unified Context Layer is the centerpiece. Better meeting capture, cross-platform notes, customer profiles, AI agents, and automated workflows become more valuable when they share a common understanding of what is happening across the business. Zoom has two advantages. It sits across a wide range of conversation surfaces -meetings, phone, team chat, contact center, events, and revenue intelligence - and it is making its context available to external AI tools through MCP servers and Search and Ask APIs. Zoom is also leaning into open source with Onyx, a platform for interacting with different large language models and searching more than 50 internal data sources while preserving enterprise permissions. There is still plenty to prove. Integration quality, the accuracy of the context layer, measurable ROI, and customer confidence in AI governance will determine how much of this vision translates into business value. Many companies have figured out how to capture conversations. What happens next is what determines whether AI delivers value. Zoom wants to help businesses act on those conversations, carry work across systems, and reach meaningful outcomes. That makes “conversation to completion” more than a product tagline; it's Zoom’s attempt to define its role in the next phase of enterprise AI.

Authentic natural beauty and artificial intelligence came together at NiCE’s annual analyst summit, held on the beautiful island of Maui. Against a backdrop of palm trees and crashing waves, the discussions focused on AI, particularly agentic AI, and how it is changing the customer experience (CX) landscape. The theme was “Huliau,” Hawaiian for turning point. And our industry is certainly at one. In just a few short years, we’ve gone from the introduction of generative AI and large language models (LLMs) to agentic AI and AI agents, and more recently, the emergence of personal AI agents. At each stage, NiCE has embraced the change, transforming itself from a CCaaS provider focused on customer service into a broader CX AI platform provider. The company is looking beyond the contact center to other areas of the organization that touch customers, including sales and marketing. Cognigy Changes the Game NiCE’s acquisition of Cognigy is central to this transformation. It gives the company a native CX AI platform with conversational and agentic AI capabilities built in to the CXone platform, positioning NiCE to address a much broader portion of the customer journey. NiCE has a history of smart acquisitions, with inContact being one of the most notable. But Cognigy may prove to be its most consequential acquisition yet, helping propel NiCE ahead of other CCaaS and CX players in AI and agentic AI. As CEO Scott Russell noted, “With Cognigy, we made a bet on AI. Cognigy changed the nature of who we are as a company. The capabilities Cognigy brought into NiCE are at the core. We made a bold bet, and it was successful.” NiCE Cognigy acts as the intelligence layer of the NiCE platform, with agentic AI providing “reasoning across channels, orchestrating actions, and powering AI agents that can move from conversation to resolution.” While many vendors are bolting on AI, partnering with third parties, or providing an AI layer without the underlying infrastructure (yes, I mean you, Sierra), NiCE has assembled the pieces of a more complete platform. In my view, the platform is NiCE’s biggest competitive advantage, or “moat.” It brings together: Agentic Experience Automation: AI agents that resolve customer needs instantly and proactively, including agents for customer service, sales, and marketing, along with knowledge management and agentic analytics. Engagement Orchestration: Orchestration across channels, people, AI, and systems, including omnichannel routing, outbound engagement, voice and digital engagement, and a newly designed agent workspace. Workforce Empowerment: Bringing humans and AI together as one workforce, with workforce management, quality management, performance management, and recording and compliance. CX AI models and layer: The AI capabilities that support the broader platform. Customer Engagement Data: The data foundation for connected customer experiences and intelligence. NiCE Cognigy’s conversational and agentic AI layer underpinning the entire platform. AI isn't bolted on or treated as a separate, standalone layer. Instead, it is part of the overall platform, providing a connected operating model. (Cognigy can also be deployed separately by companies that want to integrate its AI capabilities with their existing CCaaS systems.) The advantage of the integrated approach is that the same AI capabilities operate across the platform, enabling more connected and compounding intelligence and a more seamless experience. NiCE Cognigy offers two deployment paths: a fully integrated experience within CXone for customers seeking one connected operating model, and a best-of-breed agentic AI option that integrates with existing CCaaS, CRM, and enterprise systems. There are clear benefits to having Cognigy natively integrated into the architecture. Customers get a common user experience and shared data platform, while AI agents can be built using customer data and trained directly on interaction data. Data, channels, and orchestration are available out of the box, reducing the need for customers to build connectors or MCP integrations themselves. The result should be faster time to value and lower implementation risk. Orchestrating Humans and AI A key focus area at the event was the changing workforce. With agentic AI, humans and AI will increasingly operate as one workforce, resolving customer needs across the enterprise. This goes well beyond handing an interaction from an AI agent to a human agent. It requires common rules, tools, and governance for both human and AI workers, along with orchestration across the entire customer journey. NiCE’s latest architecture added key capabilities to the platform, focusing on humans and AI working together, along with learning loops across the entire experience: NiCE AI Agents: serving as the execution layer, the AI agents understand intent, take action across enterprise systems, and resolve customer needs across voice and digital channels. Agentic Engagement Plane: the orchestration layer, designed to authenticate, mediate, route, and govern interactions as customers, employees, personal AI agents, and enterprise AI agents increasingly interact with one another. NiCE Guardian Agent: for providing governance, Guardian monitors AI and human actions in real time, applying compliance guardrails and detecting risk. Agentic Analytics: moving beyond reporting what happened to identifying what should happen next, feeding signals back into agents and workflows for continuous improvement. Shared Cases: provide clear ownership and tracking from request to resolution Experience Memory provides persistent customer and interaction context based on understanding of history, preferences, outcomes, and intents. This memory persists across every interaction Together, these capabilities support a learning loop in which the platform learns from human experts, turns that knowledge into AI agents, and continually improves them. NiCE is evolving toward a fully integrated, self-improving process: identifying automation opportunities, creating agents, evaluating them against synthetic customers, deploying them across channels, and using the resulting insights to improve subsequent iterations. Every conversation can contribute to what the platform learns and how it handles future interactions. I spoke with Jeff Comstock, President of CX Product & Technology, about the platform and the learning loop, and what it means for businesses. Personal Agents: The Future of CX? One of the hottest topics at the summit was personal AI agents, such as Meta Muse, Instinct, OpenAI Dots and Perplexity Comet. These personal agents have emerged relatively recently, but adoption has been rapid, with Muse reaching the top of the U.S. App Store. Personal AI agents point toward a fundamental shift in how consumers interact with businesses. Today, people commonly use AI to find information, get recommendations, or help complete a task. Personal agents take this a step further: they can act on a person's behalf, interacting with websites, applications, and potentially businesses to accomplish a goal. They may use voice or text to make reservations, cancel subscriptions, and handle other tasks. For contact centers, the implications could be significant. The entity initiating an interaction may no longer be a person typing into a chat window or speaking to an agent - it may be another AI system acting on that person's behalf. That raises questions about customer identity and authentication, journey design, service automation, agent productivity, security, and even how contact center performance should be measured. Consider a personal agent tasked with resolving a delayed shipment, an unresolved support case, or a medical appointment. If the business doesn't deliver the desired outcome, the agent can keep trying until it gets the result it was instructed to pursue. Instead of a frustrated customer giving up after waiting in an IVR queue or navigating a website, businesses could face persistent, automated follow-up. That could affect IVR queues, call volumes, and other aspects of contact center operations. Businesses will need to prepare for a world in which contact centers serve two types of customers: humans and AI agents. Contact centers will need to accommodate machine-initiated interactions, authenticate personal agents appropriately, establish security and governance controls, and determine what these agents are authorized to do. We're still in the early days of personal agents, but businesses should already be thinking about how to prepare. During the customer panel at the summit, David Mayer, Associate VP, Data, Analytics, Learning and Quality Strategy at Hyatt, noted that online travel agencies are beginning to use personal agents. Mayer told the audience, “Personal agents are coming and we have to prepare. Security and authentication are essential, and we have to verify if it’s a real person and customer behind the agent and not a bad actor.” Rather than waiting for customers to start asking for support for these interactions, NiCE is taking steps to prepare for this next stage of CX AI. The company is participating in the development of the Personal Agent Protocol (PAP), an open standard being developed by Meta and Sierra, along with several industry partners, to define how personal agents interact with businesses. NiCE also offers the CXone AI Agent Gateway, which Neeraj Verma, Vice President, Product Management, describes as the front door for personal AI agents contacting a business. It detects when a caller is an agent, verifies who it represents, limits what it is allowed to do, and gives the business visibility into the conversation. These efforts demonstrate that NiCE is thinking beyond what customers need today to what they will need as personal agents become more common. Personal agents also introduce a new dimension to workforce management and engagement. Customers and workers can be human or AI, and interactions may involve multiple combinations: a customer interacting with an AI agent, an AI agent escalating to a human, a consumer's personal agent interacting with a human agent, or eventually, AI agents interacting directly with one another. As Russell pointed out, brands no longer own the customer journey. The AI agent will never give up and keep on trying. This presents a number of issues, including how enterprises will control interactions and the customer journey. Based on my discussions at the summit, NiCE has clearly been thinking about these scenarios and how to prepare for this emerging environment. NiCE CTO Kevin Lee and I discussed personal agents and some of the considerations businesses will need to address. (Note: AI was used to remove the background noise and music) Creating Our Own AI Agents The highlight of the analyst event was when the analysts were let loose to create our own AI agents for “NiCE Air.” We began by using NiCE Agentic Analytics to identify automation opportunities and determine where AI agents could be deployed. The system did all the work in analyzing real customer interaction data to identify what to automate. We then built our own AI agents both from scratch and from human-to-agent engagements to run on chat and voice. We were able to see first-hand how much intelligence is built into the system, and how easy it is to create the agents. We gave them names, personalities, skills, guardrails, rules, and more. I never thought I’d be able to build my own AI agent, but the tools NiCE Cognigy provides make it easy. The Changing Boundaries of CX In this video discussion, Andy Traba, Vice President, Product Marketing, and Jennifer Wilson, Director, Product Marketing, shared their key takeaways from the summit, including the rise of personal agents, the changing boundaries of CX, and NiCE's move beyond the contact center. A recurring theme was that value is increasingly accruing around platforms rather than individual point solutions. Traba also discussed the learning loops that enable each interaction to make the next one better. Wilson highlighted the demonstrations presented at the event, including persona-based experiences in which the workspace changes according to different users and their priorities. The demos illustrated how humans and AI agents can work together to achieve the desired customer outcome. Wilson also discussed the Agentic Engagement Plane as a unified orchestration layer for managing the customer journey as a whole. Traba noted that the different workers share a Case Manager and Experience Memory, reinforcing the idea that work and context need to carry across people, agents, and channels. Looking Ahead One challenge NiCE - and other CCaaS vendors - will face is expanding into other areas of CX, particularly sales and marketing. As discussed throughout the summit, AI expands NiCE's strategic role beyond customer service. The company aspires to move from being a software partner to providing a broader CX AI operating model. Russell described the bet NiCE is making as AI across the full customer experience, encompassing every engagement, workflow, worker, and outcome, from first contact to final resolution and from the front office to the back office. “Customer service is the cornerstone, but we do so much more,” he explained, while acknowledging that NiCE doesn't claim to have every piece. That makes an open architecture essential. Expanding into sales and marketing also changes the buying dynamic. NiCE is increasingly dealing with C-suite executives and technical decision-makers, in addition to traditional contact center buyers. As Russell explained, AI agents touch models, data, integrations, and security, so the Chief AI Officer, platform team, and AI engineer now make decisions alongside operations. The economic model is changing as well, with monetization expanding beyond seat licenses toward intelligence and automation outcomes. Working with partners such as Accenture will help NiCE engage the C-suite in these broader discussions. But the company still needs to demonstrate that it is more than a CCaaS provider. In fact, the term “CCaaS” barely came up in the presentations. More customer wins beyond customer service and the contact center will be important in establishing NiCE as a broader CX vendor. Competition is another consideration. NiCE must contend not only with established CCaaS and CX players, but also with newer AI-focused competitors such as Sierra, Decagon, and Fin, which was recently acquired by Salesforce. Sierra has been successful in part because of its founders' personal relationships, which can help secure meetings with senior executives and enterprise buyers. However, Sierra only provides the agentic AI layer rather than the kind of end-to-end platform NiCE is building. NiCE's integrated platform is a differentiator, while its option to sell Cognigy as an agentic AI layer that integrates with existing CCaaS and CRM systems gives customers another path - one similar to the approach taken by standalone AI providers. That flexibility should help NiCE compete with point solutions as well as full-platform vendors. Ultimately, NiCE is making a bet on AI across the entire customer experience: every engagement, workflow, worker, and outcome, from first contact to final resolution, front office to back office. As Russell acknowledged, NiCE doesn't claim to have every piece. Instead, it is “betting on one platform that serves most of the experience, and an open architecture that brings in the best capability from everywhere else.” In my view, NiCE's AI-first platform provides a strong foundation for a workforce made up of humans and AI agents. Its integrated approach, combined with its work on personal agents, also positions the company to address the next stage of CX. The challenge now is to turn that vision into demonstrable customer outcomes and establish NiCE's position beyond the contact center.

Unified communications has traditionally been built around the needs of the desk worker. Give employees a phone, softphone, messaging, meetings, presence, and a collection of collaboration tools, and then try to make those capabilities work for everyone else. Mitel is taking a different approach with its new Mitel Workforce Experience (Mitel WX). Rather than starting with the communications client and trying to make it work across the organization, Mitel is starting with the employee’s role and the workflows associated with that role. That distinction could be particularly important as enterprises look beyond the traditional knowledge worker and try to bring better communications capabilities to the large - and often underserved -frontline workforce. UC Isn't One-Size-Fits-All During a recent analyst briefing, Mitel executives talked about what they see as a fundamental problem with UC - most UC platforms have historically been designed primarily for knowledge workers sitting at desks. That works reasonably well for employees who spend their days in desktop applications, but it doesn’t necessarily work for a nurse, field service technician, hotel employee, retail associate, or manufacturing work who may spend most the day away from a computer, who represent 80% of the workforce. While the communications requirements of these workers may be dramatically different from deskbound workers, many organizations have essentially given all of them the same communications -tools, which has led to implications like shadow IT. . Mitel’s answer is a role-based communications framework that can be tailored to the job an employee actually performs. Mitel WX takes a role-based approach instead. Administrators can create different roles and templates and determine which capabilities are presented to different groups of employees. The demo presented to the analysts illustrated how this works. Users can have different widgets and applications available depending on their role, while administrators control which capabilities are provisioned. Employees can then customize aspects of their own interface without having to navigate functionality they don't need. This is more than a user-interface change. If done well, it could make communications technology more relevant to employees who don't spend their days sitting in front of a PC. That includes what Mitel describes as the frontline or deskless workforce, which represents a significant portion of employees in industries such as healthcare, manufacturing, retail, hospitality and the public sector. The Hybrid Architecture May Be Just as Important For Mitel customers, however, I think the architecture may ultimately be as important as the user experience. Mitel has been an early leader in the hybrid architecture approach, which is now seeing a resurgence and is being embraced by companies of all sizes in the AI era, where privacy and security are paramount for both regulated and non-regulated businesses. Mitel has a large installed base, and many of those customers aren't necessarily looking to rip and replace their communications infrastructure. They may have significant investments in existing Mitel platforms, while also having good reasons for keeping some communications capabilities on-premises or in a private cloud. Mitel WX is designed with that reality in mind. The new customers can work with existing Mitel call-control platforms, allowing customers to introduce the Mitel WX experience without immediately replacing the underlying infrastructure. The architecture also supports combinations of on-premises, private cloud, and public cloud deployments, including multi-domain environments, providing customers some flexibility in how they modernize. The cloud migration conversation has often been framed as a binary choice: move everything to the cloud or stay on-premises. That's increasingly unrealistic for large enterprises, particularly in regulated or mission-critical environments. Mitel is instead betting that customers want to determine where different pieces of their communications environment should live. For existing Mitel customers, that could provide a more practical modernization path. Bringing Communications Into the Workflow Another interesting aspect of Mitel WX is its emphasis on workflow integration. Mitel is positioning the Mitel WX less as another standalone communications application and more as a platform that can incorporate the applications and information employees need to do their jobs. The company demonstrated the ability to integrate applications such as CRM and EHR systems and described a marketplace and SDK approach that can allow partners and customers to develop additional widgets and integrations. This concept isn't entirely new, as most UC vendors talk about integrations. The difference is that Mitel is tying those integrations to the employee's role. The objective isn't necessarily to put every possible application into everyone's communications client. It's to give a particular employee the applications and information that are relevant to the job. That is an important distinction as organizations try to reduce application overload rather than adding another application to the pile. Where AI Fits In AI is also part of Mitel's longer-term strategy. Mitel executives talked about voice as a natural interface for AI, particularly for frontline workers. That's an interesting area to watch because much of the current enterprise AI discussion still revolves around knowledge workers interacting with AI through a screen. For a worker in a hospital, factory, hotel or field environment, voice may be a much more practical interface. Mitel isn't positioning WX simply as an AI product, and I think that's the right approach. The more interesting question is how AI becomes part of the role-based workflows over time. For example, an employee shouldn't necessarily have to open a separate AI application to get assistance. If AI can be embedded into the communication and workflow tools the employee is already using, it becomes much more useful. What This Means for Mitel Customers The big question for Mitel customers will be whether Mitel WX can deliver on the promise of modernization without forcing them to abandon what already works. That is particularly relevant for organizations with complex communications environments and significant investments in Mitel infrastructure. If Mitel WX can provide a modern, role-based employee experience while allowing customers to maintain existing call-control systems and choose where workloads are deployed, it gives Mitel customers another option besides a wholesale platform replacement. There are still questions around the breadth of integrations, the depth of the workflow capabilities and how the platform will evolve as Mitel adds more AI functionality. Those will be important factors in determining how differentiated WX ultimately is. But I think the basic premise is sound. The future of enterprise communications isn't necessarily about finding one UC application that works equally well for everyone. It may be about delivering the right communications experience for the job an employee actually performs. That's a somewhat different way of thinking about UC, and for Mitel customers with large frontline workforces and complex hybrid environments, it could be a useful one.

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BCStrategies will keep your PII to pursue business purposes and it will be kept in line with our data retention policies. Any PII that is received from prospective clients / customers will be retained for the entire duration of the prospective clients' / customers' business relationship with BCStrategies Protection of Minor's Information The BCStrategies website, is not aimed or directed to children under sixteen (16) years of age. BCStrategies does not knowingly solicit Personally Identifiable Information or market its services to anyone under the age of sixteen (16). If you have reason to believe that we have received information from a minor, please contact us as soon as possible and we will make all reasonable efforts to remove that information from our database. Links to Outside / Third Party Websites The BCStrategies website, may have links to other websites, including social media platforms and third party sites, whose data collection and information gathering practices are different from ours. BCStrategies does not control those privacy practices or sites, and you should read the privacy notices associated with any outside website. BCStrategies does not make any representations, nor do we endorse, third-party websites. Our Continued Commitment to Your Security To safeguard the information we collect, BCStrategies uses appropriate technical, administrative, and physical procedures. To ensure that all matters relating to Personally Identifiable Information are processed lawfully and fairly, BCStrategies, takes reasonable steps in its PII dealings. As long as there is a business requirement, or if required under other applicable laws, BCStrategies may retain your PII. Addressing of Grievances Any complaint or grievance relating to the processing of information, should be sent in writing to BCStrategies. Please see below for contact information. Filing a Grievance: BCStrategies c/o EnableUC Inc. By email: contactus@enableuc.com Policy Changes From time to time, this policy may change. Please check back periodically for any updates or changes to this page. Last Updated: April 4, 2025