UCaaS has quietly crossed a line.
What used to be “phones and meetings” is now a data engine. The organisations winning won’t be those with the most features but the ones using UC to remove friction from work.
The shift is simple: UC is no longer about communication. It’s about automation, intelligence, and outcomes.
Here’s what we see shaping UC over the next 12–24 months.
1. UC becomes the admin killer
Sales and service teams are still drowning in admin. Notes. CRM updates. Call summaries. Follow-ups. All necessary. None valuable.
By 2026, manual sales admin becomes a red flag.
We’re already seeing UC platforms:
- Record and transcribe calls automatically
- Extract intent, objections, competitor mentions, and next steps
- Push structured data directly into HubSpot or Salesforce
- Trigger follow-ups and tasks without human input
The outcome:
- Sales teams sell more and type less
- CRM data improves without policing users
- Forecasting reflects reality, not memory
Admin doesn't scale. Automation does.
2. Real-time analytics replace retrospective reporting
Historically, UC analytics told you what already happened.
Usually too late to matter.
Now the value shifts to real-time intelligence.
Modern comms analytics now surface:
- Live call sentiment
- Queue pressure before SLAs break
- Agent behaviour as it’s happening
- Sales conversations that need intervention now, not next quarter
This changes leadership behaviour.
The question stops being: “What went wrong last month?”
And becomes: “What do we resolve before it’s a problem?”
3. Microsoft Teams becomes the front door, not the phone system
Microsoft Teams is where people work.
It is not where enterprise grade telephony should live.
That’s why we’re seeing enterprise organisations run serious voice platforms like RingCentral and Zoom over Teams, rather than forcing Teams to behave like a PBX.
By the end of 2026, this architecture becomes the standard:
- Teams stays the user interface
- Enterprise communications platforms handle voice, routing, analytics, compliance, and AI
- Businesses get resilience and advanced calling without compromising user experience
It’s no longer Teams vs UC. It’s Teams plus enterprise telephony.
4. Contact Centre features move into everyday UC
One of the quiet revolutions underway is this:
Features that used to be “contact centre only” are becoming standard in unified communications offerings.
Examples already gaining momentum are:
- Press 1 to request a callback instead of waiting in a queue
- Intelligent routing based on intent
- Overflow logic for busy internal teams
- AI receptionists handling first contact
Customers expect this for every engagement, effective and reliable customer experiences for a simple or complex query.
5. Real-time translation becomes a CX expectation, not a nice-to-have
Global workforces and customer bases aren’t new. What’s new is the expectation that language is no longer a barrier.
Platforms like Zoom are already embedding:
- Live speech-to-text transcription
- Real-time translation across meetings, calls, and chat
- Accessibility features that support neurodiversity, hearing impairment, and global teams
For 2026 this isn’t positioned as accessibility. It’s positioned as speed, inclusion, and better understanding.
Organisations that rely on “English-only” conversations will:
- Miss nuance
- Slow decisions
- Create invisible friction for customers and staff
Translation isn’t about compliance. It’s about clarity at scale.
6. UC data feeds ChatGPT, not just dashboards
Here’s where things get interesting.
This year the smartest organisations won’t just store call data. They’ll think with it.
We’re already designing workflows where:
- Call recordings and transcripts flow into ChatGPT or private LLMs
- Conversations are analysed for themes, objections, language patterns, and buying signals
- Outputs feed Sales, Marketing, and CX teams automatically
Examples we’re seeing:
- Marketing teams using call insights to refine messaging and campaigns
- Sales leaders identifying why deals stall or convert
- CX teams spotting friction before complaints spike
This turns UC from a communication layer into a strategic insight engine.
And it’s where most businesses are currently leaving value on the table.
7. AI stops being a feature and starts being invisible
The biggest UC change in 2026 won’t be something you can buy. It’ll be something you barely notice.
AI will:
- Sit quietly inside calls, chats, and meetings
- Capture insight automatically
- Trigger workflows without being asked
- Improve CX without “AI projects”
The winners won’t talk about AI. They’ll just operate faster, cleaner, and with fewer people doing low-value work.
The reality check
Most organisations already own platforms that are capable of doing this.
What they don’t have is:
- The right architecture
- The right integrations
- The right use cases
- The right expertise to derisk projects and drive outcomes
That’s the real gap. Expert partners with tried and tested experience across AI and communications platforms can fast track your success with the right use cases.
Final thought and how Fortay can help
You shouldn’t be judging your communications platform on call quality or feature lists alone. It should be judged on how much effort it removes from the business.
If your platform isn’t:
- Reducing admin
- Translating insight into action
- Feeding your CRM and AI tools automatically
- Making life easier for customers and staff
Then it’s just an expensive phone system. And in 2026, that won’t be enough.
Instead, the best decisions come from selecting what fits your business goals and building a plan to adopt, integrate and optimise it properly.
That’s where we help.
If you’re planning changes in 2026, or simply want to get more value from what you already have, we can help you identify where the fastest ROI is hiding.
We’ll review your current setup and highlight practical opportunities across:
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AI-driven productivity
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Security + compliance alignment
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Collaboration consolidation
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Hybrid work performance
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Insight and adoption improvements
