Zoom: Whether you’re chatting with teammates or supporting customers, Zoom makes it easier to connect, collaborate, and reach goals — all with built-in AI doing the heavy lifting.
RingCentral: The all-in-one AI communications platform.
Artificial Intelligence (AI) is revolutionizing business productivity across the board, and communications is no exception. When AI is successfully integrated into communications platforms, users immediately have access to a host of tools to automate repetitive tasks and greatly improve efficiency.
As we point out in other articles, Unified Communications as a Service (UCaaS) providers, in particular for contact centers, have embraced AI. For example, RingCentral and Zoom not only offer hundreds of AI features, they’ve incorporated AI into their own company descriptions.
Zoom: Whether you’re chatting with teammates or supporting customers, Zoom makes it easier to connect, collaborate, and reach goals — all with built-in AI doing the heavy lifting.
RingCentral: The all-in-one AI communications platform.
In this article, we’ll explore some of the most useful AI features in leading UC/UCaaS platforms, provide an example of an exciting new AI-driven communications solution, and cover some of the high-level considerations for integrating AI into your own communications stack.
For leading UC/UCaaS providers, AI features are implemented throughout their platforms’ communication workflows, streamlining the user experience and enhancing both internal and external communications. While there are too many impactful AI features to list in one article, the following five have made transformative difference for our customers.
With the sheer volume of electronic communications most professionals have to field each day, communication overload is a major challenge for AI to tackle. AI tools are available that can filter a range of digital communications according to the CURD system (Context-aware Relevance and Urgency Determination).1
These tools analyze keywords, numerical data, and contextual information to determine urgency and prioritize which messages users should read and respond to first.2 This level of filtering can save time, streamline daily workflows, and improve overall quality of written interactions, especially for those in customer service and support roles.
Dovetailing with the problem of communication overload, it can be very difficult to maintain high standards of writing quality when handling a large volume of written communications. Many platforms offer AI tools that check writing for spelling, grammar, and sentence structure in real time, helping to ensure professional writing at scale.
Additionally, some AI tools include automated tone detection and adjustment. Users can change their text to be more formal, friendly, or concise based on the situation, helping to ensure that the message comes across to the reader as intended.3
AI tools can automatically identify key points from meetings and calls, saving professionals countless hours of work while improving the accuracy of follow-up responses. Leading tools can also provide a summarized transcript that corresponds to a recording, enabling the user to refresh their memory by jumping to specific points via embedded timestamps.
Additionally, this automation can also apply to project management, where AI not only records key decisions and next steps from meetings, but automatically assigns action items to corresponding team members.
While network monitoring may not jump out to the individual user as a critical AI communication tool, it certainly is for the organization as a whole. When networks become overburdened, the resiliency of communications becomes compromised.
AI algorithms can automatically analyze network data for bottlenecks, inefficient routing paths, and ineffective resource distribution. More advanced tools can even gather packet trace data, decode voice streams, examine infrastructure, and evaluate bidirectional sessions in real time.4 These tools help identify and correct network issues before they become serious problems, simultaneously improving performance and resiliency.
Due to regulatory and compliance concerns, preexisting investments, a need for architectural flexibility, or other unique challenges, many organizations—50% of US organizations alone—are adopting hybrid communication deployments.5
Zoom and Mitel have entered into a strategic collaboration to deliver a “best-of-both-worlds” blend of Zoom Workplace with Mitel’s flagship communications platforms—leveraging both company’s AI communications tools, including Zoom’s AI Companion.6 This ensures that users can call, meet, and chat using Mitel telephony and devices, all while leveraging AI communication tools in Zoom Docs, Zoom Whiteboard, Zoom Clips, and more.7
For companies with existing investments in Mitel hardware or those considering new telephony hardware, this device compatibility with AI communications tools is invaluable. Several Mitel device portfolios now have Zoom Phone certification, including the OpenScape CP and Mitel 6900 Series. The certification of Mitel’s OpenScape SBC also enables compatibility with Zoom’s Bring-Your-Own-PBX and Bring-Your-Own-Carrier direct routing capabilities.8
Whether in cloud-only or hybrid environments, there are challenges when adopting AI-powered UCaaS and UC solutions. The first consideration is compliance. Regulated sectors typically have strict standards of privacy, security, and transparency in AI communications. Revamped security policies can be a powerful and cost-effective solution, tailored to commercial or open-source models and internal or external hosting. These policies can leverage a range of tools to maintain data integrity, including end-to-end encryption, access controls, and regular audits.9 Additionally, a number of AI tools can monitor company-wide communications to flag potential regulatory breaches. These findings can be used to further improve security policies and compliance frameworks over time.10
The next consideration is overall reliability. While there are a number of facets to reliability, including the compliance solutions above, the first step is selecting compatible solutions from the start. Seamless technical integration with the intended communications tech stack is essential, and platforms with well-documented APIs and robust frameworks should be your first choices. Next is workflows and scalability. The presence of AI-driven communication tools does not automatically improve communications. It’s crucial to map how potential AI tools will enhance existing communication workflows and ensure that they scale with your organization, both now and in the future.
AI-powered UC and UCaaS tools offer powerful benefits to businesses, ranging from the automation of repetitive tasks to improving writing quality, and prioritizing communications to streamlining project management. However, successful adoption requires a great deal of technical exploration and expertise, coupled with a strong knowledge of solutions for compliance and data protection. Not only do we have a division dedicated to cloud communications, we are a Mitel Platinum Partner, RingCentral Premium Partner, and have partnerships with other providers who offer advanced AI communications capabilities. If you want to integrate AI-driven communications solutions that deliver lasting value, contact us today.
1https://www.gartner.com/reviews/market/ucaas-monitoring
2https://www.ringcentral.com/us/en/blog/how-to-stay-compliant-in-the-age-of-ai-driven-communications/
3https://emitrr.com/blog/ai-communication-tools/
4https://www.gartner.com/reviews/market/ucaas-monitoring
5https://www.mitel.com/blog/why-mitels-hybrid-uc-focus-garnering-strategic-acclaim-2025
6https://news.zoom.com/zoom-and-mitel-announce-rollout-of-ai-first-hybrid-communications-and-collaboration-solution/
7https://news.zoom.com/zoom-and-mitel-announce-rollout-of-ai-first-hybrid-communications-and-collaboration-solution/
8https://news.zoom.com/zoom-and-mitel-announce-rollout-of-ai-first-hybrid-communications-and-collaboration-solution/
9https://docs.aws.amazon.com/whitepapers/latest/aws-caf-for-ai/security-perspective-compliance-and-assurance-of-aiml-systems.html
10https://www.ringcentral.com/us/en/blog/how-to-stay-compliant-in-the-age-of-ai-driven-communications/