Beyond Transcription: The Next Layer of AI in UC

In this interview, UC Today's Marcus Law speaks with Carmit DiAndrea, Director of Value Realization Services at NiCE, about what the next chapter of AI in unified communications actually looks like for enterprises. The conversation moves beyond transcription and meeting summaries to explore supervisor copilots, business intelligence tools, agentic AI, and how organisations should be measuring outcomes rather than activity.

Carmit also addresses the surveillance line, accountability in agentic AI, and gives practical advice to IT leaders on avoiding the "Frankenstack" problem heading into the rest of 2025.

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