<p>If 2024 was the year generative AI arrived, then 2025 was the year of the AI agent. Almost every vendor in the unified communications and collaboration (UCC) space released an AI-powered agent, beginning the march toward agentic AI to give agents the ability to maintain context and take action on their own (within guardrails).</p>
<p>Here are the five trends that will shape the communications and collaboration landscape in 2026.</p>
<section class=”section main-article-chapter” data-menu-title=”1. Agentic AI goes mainstream”>
<h2 class=”section-title”><i class=”icon” data-icon=”1″></i>1. Agentic AI goes mainstream</h2>
<p>The age of <a href=”https://www.techtarget.com/searchenterpriseai/definition/agentic-AI”>agentic AI</a> is near, according to Metrigy’s “AI for Business Success: 2025-26” global study of 1,104 organizations. Metrigy defines agentic AI as “artificial intelligence systems that can autonomously reason, plan and adapt to changing environments. These systems are designed to operate with a high degree of independence and continuously refine their actions based on context.”</p>
<p>While actual rollout of agentic AI is in its infancy, the awareness of it and the benefits it can deliver has hit critical mass. More than half of study participants were familiar with the term, and more than 35% of participants said agentic AI <a href=”https://www.techtarget.com/searchunifiedcommunications/feature/Assessing-the-value-of-agentic-AI-in-unified-communications”>offers the most potential value</a> to their organization compared to other AI use cases.</p>
<p>Early adopters see a variety of potential roles for agentic AI, including managing IT operations, providing customer service, supporting sales teams and automating functions related to marketing, HR and back-office administration. AI agents, created through workflow studios, are likely to sit side-by-side with human employees and will manage their own tasks with varying degrees of autonomy.</p>
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<section class=”section main-article-chapter” data-menu-title=”2. UCC evolves into the connected workspace”>
<h2 class=”section-title”><i class=”icon” data-icon=”1″></i>2. UCC evolves into the connected workspace</h2>
<p>UCC vendors are rapidly <a href=”https://www.techtarget.com/searchunifiedcommunications/tip/Connected-workspa
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