Knowledge Hub

Welcome to our comprehensive report on the insightful session "Rollins, Inc. Case Study: Making the Multi-Cloud Journey Work for You" from Enterprise Connect 2025. We are delighted to share the valuable insights and experiences presented during this transformative discussion about multi-cloud adoption and implementation strategies.

Our distinguished speaker brought a wealth of knowledge and practical experience to this crucial conversation about navigating the complexities of multi-cloud environments. Before diving into the key takeaways from this enlightening session, let me introduce you to our expert: Tony Joseph is a seasoned IT Architect specializing in Unified Communications (UC), Contact Centers (CC), and Customer Experience (CX) technologies. Download now to learn more!

The cybersecurity landscape continues to evolve at an unprecedented pace, with social engineering emerging as the dominant threat vector in 2025. Recent analyses from an Enterprise Connect conference session led by industry and cybersecurity experts indicate that 74% of data breaches now involve human exploitation, highlighting the critical need for enhanced security measures and comprehensive organizational strategies. Download now to continue reading!

Enterprise Connect 2025 is in the books, and once again, attendees and exhibitors engaged on the most important issues facing enterprise IT/communications/CX technology. This e-book provides you with a snapshot of some of the critical issues and challenges that dominated discussion in the session rooms and hallways, and on the show floor. We offer it to give you a glimpse of the depth and breadth of industry analysis, expertise, and progress we witnessed at Enterprise Connect. If you couldn’t join us in Orlando, or if you attended but couldn’t see everything, we hope this e-book will help get you up to speed on the state of the industry. And in either case, we hope you start making plans now to join us next year, March 10 – 12, 2026, in Las Vegas, for Enterprise Connect 2026!

Articles:

1. Top 5 Trends at Enterprise Connect 2025
2. News From the EC2025 Exhibit Floor
3. Enterprise Peer Education Takes Center Stage at EC2025

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The Enterprise Connect conference session on AI Governance, led by Melissa Swartz and Brian Harrison, addressed the critical need for organizations to develop robust AI governance frameworks. As AI tools become more integrated into daily operations, organizations face unique challenges regarding security, compliance, data privacy, and ethical considerations. The discussion emphasized proactive governance, cross-functional collaboration, and continuous policy updates to mitigate AI-related risks. Download now to continue reading!

Enterprise IT/communications professionals face an array of challenges, from the impact of AI to strategies for the cloud, CX, AV/video for meeting rooms, and security. Below you’ll find the top 5 industry issues as identified by the program committee of Enterprise Connect, the largest vendor-neutral, independent conference and expo for the enterprise communications industry in North America.

As a communications/collaboration-focused IT professional, was 2024 a good year for your career?

If you’re like the respondents to Enterprise Connect and No Jitter’s 2024 Career & Salary Survey, the answer depends on whether you’re a manager or staff-level employee. According to our survey, managers made some significant gains this year, while staff members encountered more challenges. In both groups, however, enterprise leadership should note that dissatisfaction is rising. This piece shares our top 5 findings from the survey. Download now to continue reading!

This keynote session at Enterprise Connect 2024, moderated by Sheila McGee-Smith, explored the application and value of Generative AI (Gen AI) in enterprise customer experience (CX). Featuring a panel of industry leaders from Delta Airlines, NICE, Amazon Connect, Genesys, and Five9, the session discussed how organizations are leveraging Gen AI, challenges they face, and the resulting business outcomes.

Discussion Topics:

1. Gen AI Enhancing Customer Experience
2. Focus on Data and Customization
3. Employee Empowerment Through AI
4. Challenges with AI Adoption
5. Future of AI in CX

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From the inception of Audio Visual (AV) technology, our industry has been in a state of perpetual transition. To fully appreciate how far we’ve come, it’s important to reflect on our roots.

The need for public address systems to communicate with large groups of people was one of the earliest drivers of our field. The advent of the microphone in the early 20th century was a pivotal moment. In 1876, Emile Berliner invented the first microphone as part of his work on improving the telephone, but it was not until the 1920s that microphones began to be used in public address systems. One of the earliest notable uses was in 1921 when Western Electric developed the first commercially successful public address system. This system was famously employed at Warren G. Harding’s inauguration as the 29th President of the U.S. in 1921, allowing the event to be heard by the large crowds gathered outside the Capitol—a groundbreaking achievement at the time. Download now to continue reading!

Prompt engineering is the process of designing and refining the inputs (or “prompts”) given to AI systems and Large Language Models (LLMs) such as ChatGPT to elicit the most accurate and relevant outputs. Think of it as carefully crafting questions or instructions so that the AI understands exactly what you want it to do or say.

By creating precise prompts, you ensure that the AI not only understands the intent behind the question but also delivers information or actions that are relevant and useful.

Prompt engineering is an essential yet often overlooked aspect of deploying AI. However, it can help organizations optimize critical areas like data security, system efficiency and scalability, and customer experience (CX). This eBook shows how technology leaders can use prompt engineering to improve their IT operations, ensuring AI implementations are strategically aligned with their organization’s goals and address key requirements like data security and compliance.

Every time any type of electronic communication and collaboration event occurs, the potential for security breaches looms in the background. Over time, UC vendors have tried their best to keep up, adding features either internally or working with partners.

It’s simply not enough. The security landscape is changing and evolving so fast that it’s virtually impossible to keep up. Remote work continues, creating issues around secure logins and devices; businesses are expanding their use of UC resources to their customers, introducing more risk; and AI has quickly become a major tool for hackers.

These are the five biggest threats to the security of data, users and resources in the UC arena today. Download now to continue reading!

Unlike somewhat vague predictions of artificial intelligence from the previous decade, conversational AI is now offered as part of leading contact center as a service (CCaaS) providers’ core service and is commonplace in many forward-thinking, early-adopting customer service and support functions.

In this guide, you’ll learn everything you need to know about conversational AI, including common features, use cases, and which vendors are providing such a service. Download now to learn more!

This year, AI came into sharper focus for both enterprise strategists and the vendors who count them as customers. The potential for generative AI began to be realized via practical applications; multiple customers shared case studies of how they deployed AI-powered tools in their enterprise.

It's an exciting time to track the evolving world of collaboration and how people connect with one another. What follows are the highlights for this year's Enterprise Connect show.

A Comprehensive Checklist For Technology Leaders

Embarking on AI initiatives without the proper groundwork can lead to ineffciencies, unnecessary expenses, and missed opportunities for your organization. This checklist is designed to assist technology leaders like you in thoroughly assessing your organization’s preparedness for implementing AI work|ows at scale, setting the stage for genuine business transformation.

From personalized recommendations to predictive customer service, AI revolutionizes the customer experience. However, challenges such as data accuracy, bias, and customer confidence remain. This groundbreaking report outlines actionable insights and use cases, guiding you on how to leverage AI for unparalleled personalization. Whether you're at the forefront of AI adoption or just beginning the journey, this report is your roadmap to staying ahead in 2024 and beyond. Download now and seize the future of CX.

With hundreds of millions of people using Large Language Models (LLMs), also called Generative AI (GenAI), to answer queries, write poetry, pass the Turing test and so much more, it’s safe to say that each one has a pretty good idea what using an LLM costs.

For enterprises and for solution providers (like CCaaS, BPOs, Cloud Computing specialists), pricing is more complex. Ultimately, the price can vary significantly based on your specific requirements. As IT and Finance executives take a more active role in decision-making surrounding LLMs and GenAI, it helps to have an understanding of the cost-drivers that give shape to pricing regimens of foundation LLM providers.

Only by integrating your organizations and your data can your enterprise truly deliver world-class Customer Experience.

It’s critical to have a holistic approach to your customer experience strategy, one that leverages all the relevant teams that touch the customer experience and brings together the information, insights, and initiatives spread out among these various teams.

Download highlights from Enterprise Connect 2023 sessions, with key takeaways and advice on the new normal at work, from hybrid work to generative AI. The articles around this year's Enterprise Connect event reflect the issues with which we're all grappling as the ongoing transformations of how and where we work transform what we do while we're working.

Topics include:

• AI Is Everywhere; But It’s Still Our World
• Amazon, Zoom Add to Their AI Portfolios
• Google Fleshes Out Generative AI Tech For Call Centers
• Microsoft Ups its Teams Game with Copilot AI
• Webex Integrates Intelligence Throughout its Platform
• Five Ways Generative AI Will Change Collaboration
• Do You Really Want ChatGPT Talking to Your Customers?
  

View this free session from Enterprise Connect 2023 presented by Omdia research analyst Adam Holtby. Holtby presents the results of a recent survey of APAC-based enterprises regarding the future of work. Learn how businesses throughout the region are dealing with the challenges, and where they see the future trends heading.

In this free session from Enterprise Connect 2023, Audrey William, Principal Advisor at Ecosystm, outlines what APAC CX leaders need to do to push the boundaries in CX delivery through the application of people, processes and technologies.

70% of Customer Experience (CX) leaders in Asia Pacific place a high importance to personalisation. The new CX economy requires organisations to meet the customers where they are and on their terms. It requires a proactive approach to reach out to the customers before they initiate an interaction, rather than the traditional, reactive customer engagements of the past. Technologies such as AI and Analytics are becoming more important than ever, as are methods including processes to deepen understanding of customer conversations and journeys. Enterprises must understand how customers are behaving and what is driving that behavior, and understand their journeys.