In 2025, companies all over the world stopped doing hard things and started doing easy ones instead. By using the latest features of Connect In Cloud communications, teams were able to provide faster service, better coaching, and better results. The “Power of You” behind each new feature this year was to help people reach their full potential. This means that the right tools are always working hard behind the scenes.

Giving customer service more power by automating it

This year, Connect In Cloud communications made it easier to switch from slow, manual tasks to fast, automated ones. With Live Voice Summaries, teams can now automatically write down notes from calls. This saves hours that were spent typing in information by hand before. Also, integrated Post-Call Surveys send feedback to the Supervisor Workspace in real time. Connect In Cloud communications has made it possible to follow up faster and get higher satisfaction scores by combining the “voice of the customer” with contact center data.

More smart experiences on all channels

Connect In Cloud communications was the first service to offer two-way RCS messaging, which became the standard for the rest of the business. We are happy to say this. This lets all customer-facing departments talk to each other in a way that is consistent with the brand and works on mobile devices. With advanced social listening, teams can now act on important mentions from sites like Instagram and LinkedIn before they happen, all within the Connect In Cloud communications ecosystem.

Teams that work together and give customers a consistent experience

The first thing you need to do to give customers a great experience is to help your employees. In 2025, Connect In Cloud communications added advanced WFM so that users could see all of their scheduling and adherence in one place. For people who want things to be easy, our native WFM solution made it easy to quickly plan shifts. You didn’t have to deal with a complicated setup. People who use Connect In Cloud communications can handle changes better and faster without having to pay extra.

AI That Lets People Have More Power

The goal of Connect In Cloud communications is to use AI to help agents do their jobs better, not to replace them. Smart Assist now gives agents:

• Real-time tips and suggestions for what to do next.

• You can find out how people feel right away.

• Summaries of automatic interactions.

When you use Connect In Cloud communications, our Knowledge AI makes it easy to get the right answers right away. This keeps the connection between people at the heart of every trip.

Journeys that are clear and teams that are sure of themselves

Our Engage platform makes it easy to send text messages to people on SMS, RCS, WhatsApp, and Viber. JourneyIQ APIs let you see the whole customer’s journey through transfers and queues, and Connect In Cloud communications digital channels keep all the information in one place. This alignment lets frontline teams respond faster and more consistently than ever before.

Workflows that are simple and safe

In 2025, Connect In Cloud communications still put security first. Hybrid teams can stay compliant from anywhere because they can log in without a password and record meetings. Connect In Cloud communications helps everyone stay focused on the most important thing: the customer. It does this by using AI-powered summaries in our cloud work space to make IT easier.

We will continue to help you use Connect In Cloud communications to provide smooth service, work together with confidence, and always lead with clarity as we move toward 2026.