AI에 의해 재구축되는 기업 커뮤니케이션

This research report frames artificial intelligence (AI) not as an incremental feature but as a paradigm shift in unified communications (UC), redefining how enterprises connect, coordinate, and get work done. For decades, UC platforms have acted as passive conduits—carrying calls, messages, and meetings between people. The emerging generation of AI inverts that model, turning the communication layer itself into an active participant that understands context, executes tasks, and acts autonomously on a user’s behalf. Drawn from capabilities now reaching the market from leading UC vendors, the report concentrates on practical, near-term functions and on the decisions customers face as they evaluate and adopt them.

The clearest signal of this shift is autonomous task execution. Multi-agent coordination divides complex work such as meeting orchestration among specialized AI agents that collaborate behind the scenes—one capturing action items, another checking policy compliance, and a third retrieving historical context from past conversations. Autonomous in-chat collaboration lets employees summon an AI assistant directly inside ordinary group threads to trigger end-to-end workflows on demand, from generating customized reports to adjusting schedules or updating inventory records. Extending the model outward, agent-to-agent (A2A) communication allows one person’s agent to negotiate directly with a colleague’s agent, coordinating meeting times, exchanging notes, and reconciling availability with no human intervention required.

Beyond discrete tasks, AI is reshaping the fabric of UC itself. Natural-language interfaces collapse the distance between intent and action, so a single request can launch a multi-step process that once spanned several applications and manual handoffs. Agents draw on organizational knowledge, calendars, and line-of-business systems to deliver answers and outcomes rather than mere connectivity, while live in-call assistance surfaces relevant information, compliance prompts, and next steps as conversations unfold. The net effect is a move from human-operated tools toward goal-driven systems that actively pursue outcomes—compressing cycle times, removing routine workload, and changing what employees actually do during a call or chat.

For customers, capturing this value calls for deliberate evaluation rather than feature checklists. Buyers should assess how deeply each AI capability integrates with their existing identity, collaboration, and business systems, since autonomous agents are only as capable as the data and tools they can reach. They should scrutinize the boundaries of agent authority—what an agent may do independently, what requires approval, and how its actions are logged and audited—alongside data security, privacy, and regulatory compliance. Equally important are vendor maturity and roadmap credibility, total cost and licensing models, interoperability across multi-vendor environments, and organizational readiness, including the process redesign and change management needed to trust agents with real work. Approached deliberately, AI offers not just better communication tools but a fundamentally more autonomous way of working.

Growth Opportunity Analysis: UC AI Market Growth Drivers and Restraints

• AI Adoption Is Stable
• AI Investment Priorities for Enterprises
• AI Application Use Cases
• Agentic AI Adoption Status
• Organizations' Willingness to Pay for AI
• AI in Enterprise Communications-Market Overview
• Growth Drivers
• Growth Restraints

UC AI Vendor Positioning

• Provider Commitment to AI-Powered Solutions
• Integrated Platform to Leverage AI Across Applications
• UC AI Pricing Trends
• UC AI Bundles and Premium Add-On Pricing
• UC AI Usage-Based Pricing
• UC Devices-AI Pricing Trends
• UC AI Pricing Matrix
• UC AI Vendor Positioning
• UC AI Marketplaces

Development Trends

• Premium and Add-on UC AI Solutions
• Emerging UC AI Capabilities
• Cross-Channel Workspace Orchestration
• AI Studios

UC AI Governance

• Fragmentation in UC AI
• Identity Management and the Agent ID
• Communications AI and Business AI Intersection
• Advancing Regulatory and Ethical Compliance

Best Practices for AI Adoption

• Phased, Value-Driven Rollout
• Granular Data Governance and Walled-Garden Security
• Continuous Education and Upskilling
• UC AI Security and Governance Best Practices

Growth Opportunity Universe

• Growth Opportunity 1: Monetize AI via Outcome-Based Models
• Growth Opportunity 2: Accelerate UC and Contact Center Platform Convergence
• Growth Opportunity 3: Verticalization and Mid-Market
• Growth Opportunity 4: Focus on Security and Governance

Appendix & Next Steps

• Benefits and Impacts of Growth Opportunities
• Next Steps
• List of Exhibits
• Legal Disclaimer