Silvia Valladares

Imagine a distributed team working from different locations, where a video call is scheduled automatically based on participants' availability, while a virtual assistant generates a real-time summary of key points and assigns follow-up tasks. This scenario, which may sound futuristic, is already a reality thanks to the integration of AI into Voice and Collaboration solutions (UCaaS). At Telefónica Tech, we are witnessing this firsthand with solutions like Webex, which incorporates native AI capabilities that are transforming how teams communicate, collaborate and make decisions. AI in UCaaS is not just a trend: it’s the new engine driving the digital workplace. Key AI features in UCaaS solutions The adoption of AI in UCaaS platforms is already reshaping business workflows through tangible functionalities such as: Automatic transcription and meeting summaries, making it easier to understand and follow up on decisions. Task suggestions and identification of key actions at the end of a meeting. Noise cancellation and smart framing, enhancing the quality of hybrid meetings. Voice recognition and intelligent virtual assistants to simplify call scheduling and query resolution. Real-time automatic translation, enabling global collaboration without language barriers. In the case of Webex, all these features are already available to our clients through the solutions offered by Telefónica Tech. Key benefits of AI in UCaaS The incorporation of AI into unified communications brings improvements that go beyond operational efficiency, such as: Increased productivity by eliminating repetitive tasks and allowing greater focus on high-value activities. Better interaction quality, thanks to contextual intelligence during meetings. Continuous learning, with generative AI supporting onboarding and conversational knowledge queries. Talent attraction and retention, by providing teams with technologies that foster professional growth. AI in UCaaS not only boosts efficiency, but also enhances productivity, learning, interaction quality and talent development within organizations. The role of Telefónica Tech At Telefónica Tech, we have incorporated Webex as one of our strategic services within the UCaaS portfolio. This solution not only offers high-quality, secure voice and video calls in the cloud, but stands out for its ability to seamlessly integrate advanced artificial intelligence into the user experience. As an integrator, we help companies get the most out of these capabilities through: Consulting and solution design tailored to the client’s needs. Training on the use of AI in collaborative tools Multivendor platform integration, ensuring a unified experience even in heterogeneous environments. Ongoing support and guidance to maximize the return on technology investment. Thanks to this approach, our clients can adopt AI in UCaaS progressively and securely, with a technology partner that understands both business and technology. Telefónica Tech’s value proposition: a smarter, more human collaboration environment AI not only automates tasks—it frees up time for creativity, enables better decision-making and strengthens team cohesion across distributed environments. At Telefónica Tech, we believe in a model of the AI-augmented employee, where AI acts as a co-pilot for human talent. We are building the future of the workplace with solutions like Webex, which integrate artificial intelligence natively, and with the expertise of Telefónica Tech to ensure a smooth transition towards more intelligent and connected work models. With this approach, Telefónica Tech supports companies in overcoming the challenges of AI adoption—such as the learning curve and infrastructure adaptation—so they can fully leverage the opportunities this technology offers, ensuring successful and sustainable implementation over time. The AI-augmented employee can make informed, efficient decisions and focus on higher-value activities. Conclusion The integration of AI in UCaaS solutions is not only revolutionizing how we work today, but also setting the direction toward a future where traditional collaboration barriers completely disappear. These technologies are laying the foundation for a hyperconnected work environment, where teams can anticipate project needs, make better-informed decisions through automated data analysis, and collaborate in real time with unprecedented fluidity. This is how we are building the workplace of the future: a work environment where traditional collaboration barriers vanish and opportunities for growth and improvement are limitless. Beyond automating processes or streamlining tasks, AI in UCaaS promises to redefine collaborative work as a dynamic, inclusive and efficient space—where human creativity and AI capabilities complement each other to push the boundaries of productivity. ■ At Telefónica Tech we guide and support companies and SMEs in the efficient and secure integration of AI into unified communications and collaboration solutions through consulting, infrastructure and training services. More information → Companies implementing these technologies enhance their ability to lead in the present and shape the workplace of the future.

Phone calls remain key to customer service for many businesses. In this sense, cloud telephony is where business communications are hosted in Cloud and phone calls are made over the internet instead of through traditional telephone wires (PSTN). It is a service provided by a specialized provider, not necessarily the same one that provides Internet access, which is delivered through an application that can be accessed over the network. Advantages of cloud telephony Lower initial and maintenance costs of the virtual PBX: As there is no physical infrastructure, lower costs are incurred both in the initial investment and in the long term as only an Internet connection is needed. Fast installation and unlimited scalability without the need to change physical infrastructure to grow at the same pace as the business. Integrated mobility and multi-device use: greater employee mobility by allowing them to communicate from any device through the different applications, eliminating the need for a physical phone or being in the office. ✅ The latter opens the door to a full mobility scheme, where the remote office concept can be made viable without major equipment and service needs. Integrated Unified Communications functionalities: Instant messaging, presence, meetings, desktop sharing, recording, PBX functionalities and many more. ✅ This enables efficient communication between employees and corporate partners from a single application. Why and what companies need it for Now that the digital workplace has gained momentum, more and more companies have adopted Cloud telephony, and there are good reasons for companies that have not yet done so to make the leap to the cloud: It is economical. there is no need to invest in physical infrastructure. Customized, monthly billing is tailored to the services that are actually used. It is convenient. Companies need a reliable and easy-to-use solution, and cloud telephony offers them this simplicity of management, as the provider is responsible for hosting, maintaining, and updating the service. An Internet connection is sufficient to access all the functionalities. It is flexible: by offering companies a new system that allows them to integrate other collaborative tools, cloud telephony promotes fluidity and facilitates work flexibility. It is secure: Cloud telephony offers mature technologies that meet the highest data protection standards. Cloud telephony is secure and reliable. It enhances brand image. Cloud telephony gives access to advanced functionalities, previously reserved only for large companies. It improves customer relations, allowing no call to go unanswered and reinforced by new features related to artificial intelligence (virtual assistants, voice recognition, chatbots…). In short, companies of all sizes, businesses and entrepreneurs can benefit from having access to a virtual PBX that will allow them to deploy a more economical communication scheme and also much more powerful in terms of functionality. What should companies take into account when choosing a cloud telephony solution Companies should therefore take into account the following aspects when making their choice: Flexibility. The solution should allow extensions to be added or cancelled quickly and easily. Scalability, availability, and redundancy. The data centers where the communications systems are hosted must be scalable, highly available and geo-redundant. Security and data protection. In telephone conversations, business-critical information or personal data is often exchanged. It must therefore be ensured that the cloud telecommunications system complies with legal regulations. Simple administration. The cloud telecommunications system must feature clear and easy administration via an attractive web interface. Integration with collaboration tools. The cloud telephony system must integrate seamlessly with collaboration platforms. This way, users can use all the features of both worlds without system interruptions. Compatible devices: The PBX system must support the widest possible range of phones, from softphones to IP desk phones and corded and cordless headsets. UCC Webex Calling, a complete and flexible cloud-based communications solution UCC Webex Calling is a Unified Communications as a Service (UCaaS) solution in the cloud. It is designed to meet the evolving needs of companies in their quest to provide a better work experience for their employees. Webex Calling adapts to new work models (such as hybrid work and remote work) promoting flexibility and ensuring business continuity. In this sense, UCC Webex Calling enables companies to replace their conventional telephony systems and local PBXs with an enterprise-grade Cloud solution that allows them to keep the platforms always up to date, reducing time-to-market and optimizing operational costs and resources. Key Features of UCC Webex Calling UCC Webex Calling covers not only voice calling, but involves a complete collaborative experience encompassing calls, meetings, messaging, events, and device integration. It offers key features such as: Integrated collaboration unifying calls, meetings, messaging, polling, and events... simplifying communication and collaboration. Intuitive user experience through a consistent interface. Full PBX functionality to ensure effective communication and cost savings. Cisco platform with redundant data centers around the world to ensure availability and quality of service. Comprehensive service management through Control Hub, the centralized and comprehensive administration portal. Seamless migration from on-premises PBX solutions or hybrid deployments using dedicated commercial tools and licenses. Deployment flexibility that connects users through a cloud-based call services network with both dedicated (dedicated instance) and shared (multi-tenant) resources. UCC Webex Calling Modalities UCC Webex Calling is based on Cisco's Webex Calling platform, backed by redundant data centers in all regions. It offers two main contracting options: Webex Calling Dedicated Instance, which provides a dedicated Cloud instance based on the Cisco Unified Communications Manager architecture. It integrates with Webex Calling and leverages the innovation and centralized management of the Webex platform. Webex Calling Multitenant, where multiple customers share a single instance, facilitating agile deployments and unlimited scalability. Main benefits of UCC Webex Calling UCC Webex Calling, developed by Telefónica Tech, is a comprehensive business communications product implemented on one of the most advanced platforms in the market: Cisco's Webex Calling. Among the key benefits it offers to customers, the following stand out: Integration with Cisco's unified communications and collaboration ecosystem, unlocking unlimited features and capabilities for a unified user experience. Continuous innovation with a guaranteed development roadmap, automatic updates, and a powerful API platform for integrations with third-party tools. Unlimited scalability in the number of users that can be added to UCC Webex Calling, making it suitable for companies of all sizes. Seamless international deployment. Compatibility with Cisco devices, ensuring transition for existing Cisco phone users. Interoperability with the Cisco Contact Center enhancing the customer experience. Global Management Platform allowing the entire environment to be managed through a single portal. Comprehensive security that offers robust end-to-end protection, complying with security standards such as the National Security Scheme (ENS) and the GDPR directive. In addition, for current HCS (Hosted Collaboration Solution) customers, UCC Webex Calling allows them to retain existing application integrations, reuse Cisco phone equipment and perform simple and flexible migrations with minimal impact on the end-user experience. The addition of UCC Webex Calling to the product portfolio continues Telefónica Tech's strategy of expanding its Unified Communications and Collaboration solutions, offering the best solution for companies looking to improve their digital communication experience. Whether you are an SME or a global enterprise, UCC Webex Calling offers the flexibility and scalability to meet your specific needs. Cyber Security Cloud Secure Digital Workplace: chronicle of a foretold (and necessary) evolution October 19, 2022