Wildix, a global Unified Communications as a Service (UCaaS) provider, announced the launch of the industry’s first fully embedded agentic AI layer for UCaaS, now operational across more than 1,000 customer environments.
Designed to adapt to how each organization operates, the AI layer automates interactions across voice, chat, SMS, WhatsApp and web, without relying on static scripts or bolted-on bots. The system interprets language, references past exchanges and applies contextual logic to guide each decision.
Modular by design, the system can be tailored to specific workflows, whether it’s routing calls in public services, handling appointments in healthcare or managing surges in retail. Configuration happens through a visual no-code studio, making deployment fast, repeatable and scalable for partners and customers alike.
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According to Gartner, agentic AI will autonomously resolve 80% of customer service issues by 2029, leading to a 30% reduction in operational costs.
“Wildix’s launch of its agentic AI solution that works across all types of communication channels is very timely,” said Oru Mohiuddin, Research Director, IDC. “Businesses are increasingly looking to automate workflows that can help to drive customer satisfaction and efficiency simultaneously. Solutions that can help to achieve this will resonate closely with customer demand.”
Wildix brings that future forward, with contextual automation, shared memory, and no-code design that deliver ROI from day one. It reduces overflow, speeds up response and proves its value from the start.
“Organizations are under pressure to accelerate service, reduce costs and improve responsiveness,” said Dimitri Osler, co-founder and CIO, Wildix. “This release is designed to meet those expectations immediately. Our AI doesn’t just assist. It executes, adapts and integrates natively into existing workflows with zero disruption.”
SOURCE: Businesswire