How AI is transforming Voice and Collaboration (UCaaS) services

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.