What AI Features Should You Expect in Modern UCaaS? See Sangoma’s Approach

Modern businesses need fast, clear, and efficient communications. That’s why more companies are turning to AI-powered UCaaS platforms to help their teams and customers connect more easily.

According to Metrigy’s 2025-26 global study, 53.6% of companies are extensively using AI across all or most business units, with customer service and contact centers among the top areas of adoption. 

But, what does “AI in UCaaS” really mean? And how do you know which features actually matter?

Let’s break it down and show how companies like Sangoma are using AI to solve real communication problems across industries.

Why AI in UCaaS Is Growing So Fast

Unified Communications as a Service (UCaaS) already integrates voice, messaging, video, and contact center tools into one place. When you add AI, it becomes more than just a platform; it becomes the smart best friend for your business.

AI helps teams work faster, reduce manual work, and create better customer experiences. However, not all platforms offer the same features. The most useful UCaaS AI features are focused on saving time, improving communication quality, and making support more responsive.

Key AI Features in UCaaS Platforms (And Why They Matter)

1. AI-Powered Call Transcription

If you’ve ever missed a voicemail or struggled to take notes during a call, you already know the value of call transcription.

Sangoma’s Scribe tool automatically transcribes calls and voicemails into searchable text. But it goes further than just converting speech to text—it also pulls out key points, analyzes caller sentiment, and helps managers find trends.

2. Conversational IVR and Voicebots

Sangoma uses Conversational IVR to guide callers to the right place fast. Instead of pressing buttons, customers can simply speak what they need, making the experience easier and more natural. It feels more like a real conversation, reducing wait times and increasing customer satisfaction.

In many industries, these voicebots handle routine tasks like:

• Booking appointments
• Checking order status
• Routing calls based on simple commands

This frees up your team to focus on more complex problems, while customers get what they need faster.

3. Real-Time Agent Assist and Chatbots

Many UCaaS platforms now include tools that help contact center agents during live interactions. Sangoma’s CX AI Assist listens in real time, suggests replies, adjusts tone, and even corrects spelling across chat, email, and messaging platforms.

This kind of agent support improves response speed and consistency, especially when integrated with tools like Knowledge Assist, which surfaces the right answers based on context from a knowledge base.

It’s a key upgrade for contact centers that want to scale without losing the human touch.

4. Voice Analytics for Customer Insights

Beyond helping with daily tasks, AI in UCaaS also provides leaders with deeper insights into customer behavior.

Sangoma’s voice analytics tools monitor call quality, tone, and even customer sentiment. Managers can review this data through simple dashboards to find training needs, uncover repeat issues, or improve service.

5. Automation for Routine Work

AI tools help teams automate the small stuff. That includes:

• Auto-suggesting email replies
• Fixing grammar and spelling
• Rewriting messages in a different tone (formal/friendly)
• Shortening or expanding messages

Over time, this adds up to faster resolution times and less fatigue for your support staff.

AI That Fits Your Industry

Sangoma has made its AI tools flexible enough to support many industries:

• Healthcare: Automate appointment booking and medication reminders.
• Retail: Use chatbots to answer product questions or track orders.
• Education: Send smart alerts and automate parent or student outreach.
• Hospitality: Let AI handle service requests or guest bookings with ease.
• Restaurants: Take orders, share menus, and answer questions automatically.
• Manufacturing: Support voice navigation and multilingual coordination throughout the warehouse.
  

Why Sangoma’s AI Stands Out

Unlike some platforms that bolt AI on as an afterthought, Sangoma builds its tools with direct input from the industries it serves. Whether your business is cloud-based, on-premises, or hybrid, Sangoma’s UCaaS solutions offer:

• Fast setup and integration
• Cross-platform access (mobile, desktop, email, UCP)
• Support for multi-language use
• Built-in compliance features

It’s AI that works with your business, not against it.

Final Thoughts: What to Look For in UCaaS AI

When shopping for AI features in a UCaaS platform, prioritize tools that:

• Save your team time
• Improve the customer journey
• Work across voice, chat, social apps, and email
• Give you insights, not just data
• Scale easily with your business

Sangoma checks all those boxes, with real, working AI, not just buzzwords.

AI isn’t a trend—it’s the new standard for business communication. Whether you’re focused on efficiency, service, or growth, the right platform can make all the difference. With Sangoma, you’re not just getting smart tools. You’re choosing a partner built for the long term—reliable, adaptable, and ready to grow with you.