Insider Report May 2026

Curated Enterprise Communications News and Insights from May 2026

Featured

These are confusing times. The stock market keeps hitting new all-time highs, but the celebrations are muted by layoffs and a general pinch in spending. Prices are up, the world is unsettled, and no one knows what to believe. There’s less confusion in our personal finances. We are seeing higher fuel costs for our cars, and businesses we buy from are facing higher shipping costs. Our bills are getting bigger, and an uneasy feeling persists as we wonder how – and when – AI might impact our jobs. 

The pace of innovation in AI is incredible. Axios highlighted just how insanely fast the AI world is moving. In a single two-hour stretch, an OpenAI model solved an 80-year-old geometry problem; Nvidia posted $81.6B in quarterly revenue; Anthropic expected $11B in quarterly revenue – ahead of schedule on profitability; and SpaceX filed its IPO paperwork at $1.175T. 

The Economic Singularity: The human-machine singularity is still approaching, but the economic singularity is upon us. GDP can be described as population plus productivity plus debt. It’s an old model that has always assumed productivity was human. Now, the “population” is spiking due to AI agents. We are seeing several AI-related stocks spike straight up – hockey sticks replaced with poles. Anthropic CEO Dario Amodei said his company’s annual growth was 80x, but it had only planned for 10x growth. 

Productivity, or productive units, can be machine or human. We have scaled up with machines for centuries, but AI is a whole different animal. GDP may be an obsolete term; nevertheless, it’s going to increase fast. AI already writes more than humans. It is likely that over 50% of all new articles, blog posts, and social media content published online is primarily AI-generated. Analysts (including those at ARK Invest) estimate AI’s cumulative output will exceed the sum of all human writing in history (hundreds of petabytes of text) later this decade. Agents scale, learn quickly, and don’t require sleep or breaks. 

The business environment we know, for ideation, execution, marketing, hiring, financing, and more, will likely become mostly automated in just a few years. We will see billion-dollar companies with a handful of humans or even just one human. Your self-driving car may moonlight as an Uber and use its income to schedule and purchase the services it needs. 

Humans simply won’t be able to keep up. We are already seeing it in the financial sector: How can a financial advisor compete with agents that monitor all markets and trades globally without ever sleeping? The financial sector is extremely well-positioned for AI because so much of its data is already digital. Regardless of sector, human experts will find it increasingly difficult to compete against agents with advanced capabilities in mathematics, finance, engineering, computer science, biology, chemistry, and geopolitics. 

AI is disrupting everything in tech, and the high-margin software business may be doomed. Microsoft is giving software providers 365 reasons to explore usage-based pricing. With SaaS under pressure, Microsoft reported weaker SaaS renewals and is exploring hybrid models (license plus usage). In the emerging agent economy, a usage component appears to be necessary.

Under this framework, the seat license is being redefined as an entitlement to consumption. While the base seat remains, it serves as a mechanism for access, with additional value captured through charges per token, per agent action, per outcome, or per something. Microsoft revealed weaker renewals in D365 as enterprises struggle to balance legacy spend with the emerging consumption requirements.

This transition introduces volatility for investors. Metrics like ARR and NRR will become more complex and lumpy. Much like the cloud shift, this evolution to usage-based economics will redefine the health and valuation metrics of the software industry.

If the tech changes weren’t enough, we are also seeing some big changes politically. The superpower era is ending. We can see cash-starved Ukraine and Iran effectively taking on much larger countries. The petrodollar hold is loosening as oil trades are being conducted with the yuan and bitcoin. New trade routes and partnerships are forming in response to US tariffs. 

AI Macro: According to Gartner, AI is set to become a net job creator by 2028. That’s pretty soon and pretty optimistic. Certainly possible, but not without pain. It’s not just about net employment and losses, but adapting workflows, likely requiring new skills or new employees. Organizations reskill in a variety of ways; a common approach this year will be layoffs and new hires. 

For example, Cisco laid off nearly 4,000 employees earlier this month, but didn’t call it a Reduction in Force (RIF). Instead, it was termed a Limited Restructuring (LR). RIFs are cutbacks, but Cisco likely doesn’t intend to shrink. The LR was announced alongside stellar quarterly earnings, which sent Cisco stock surging roughly 15% to fresh record highs. Cisco is well-positioned for the boom in AI and, fortunately, not the poster child it was in the dotcom boom. The two gold rushes are often compared but have little in common in terms of PE ratios. 

Expect to see lots of forms of restructuring as companies adapt to AI. Microsoft, for example, has made a number of leadership changes. Business Insider reported that Satya Nadella dismantled his leadership structure to prepare for the AI era. The report stated that Microsoft is concerned about smaller, faster, technically sophisticated rivals. A lot of CEOs will be looking to improve their hand with frequent discards and fresh draws. This is the new norm. 

Gartner also predicts that by 2030, 75% of firms that slashed entry-level hiring in 2026 will face a premium to recover early-career talent, having severely compromised their own talent pipelines. Everything will be fine in the future, but getting there is going to be hell. 

While the AI boom appears real and likely to last, the spectacular recent run-up leaves one concerned. Most bull markets show signs of trepidation (two steps forward, one step back). We are overdue for a correction, even if it is relatively short and minor. 

This month’s “bubble baby” was Dell. It’s a four-bagger and sure looks like a bubble, but it's defensible. Dell raised its FY27 earnings guidance to $18 per share from $12. Its revenue is now projected to be $165B-$195B (from $138B-$142B). It beat expectations this quarter by $8B, and it’s up 88% YOY. Its chart looks right. And, of course, it’s not just Dell. Jeetu Patel posted, “Enterprise WAN traffic without agentic AI was projected to grow roughly 2.5x over the next decade. With agentic AI, that projection jumps to ~9x.” This is why these stocks are going parabolic. 

While the bubble talk has slowed, the K-shape reality is getting more attention. The S&P 500 Index is regularly breaking all-time highs this year, but 43% to 45% of the companies in the index are stuck in long-term negative or stagnant territory.

June News: This is the May report, but June is starting strong. On June 1, Cisco (lots of updates and a G3 device) and Zoom (new Workplace app and new approach to AI assistance) shared announcements. 8x8 has its analyst event this week, and next week is Infocomm. We will try to get a short report out on news from these events sooner than the monthly cadence. Stay tuned. 

General News

Mystery Science Theater R3K: In the June 2026 semi-annual Russell 3000 index reconstitution, Walmart joined the top 10 companies, while Eli Lilly departed the group. Nine of the previous top 10 remained, making Walmart the sole newcomer. NVIDIA claimed the No. 1 spot following an 82.5% market cap surge, while Alphabet saw the most significant year-over-year growth, rising from fifth to second place. Conversely, 2025’s leaders, Apple and Microsoft, slipped to third and fourth. The elite group now exclusively features companies with market caps over $1T, with five topping $2T and four exceeding $3T – a sharp increase from 2025, when only seven were trillion-dollar companies, and only two surpassed $2T.

Microsoft Claude Code: Last month, Microsoft went big on Anthropic. It ended the exclusive part of its partnership with OpenAI and began using and reselling Anthropic’s Cowork. This month, Microsoft got the bill and opted to reduce its use of Cowork. Microsoft canceled most direct Claude Code licenses due to spiraling costs. Uber reported that AI burned through its entire 2026 AI coding budget in just 4 months.

We have an odd conflict with AI. Both Microsoft and Uber employees love it, and use it so much that its costs have spiraled out of control. Is that a bad thing? It’s certainly bad if the tech was supposed to save money, but we don’t know the impact or ROI on productivity. Most productivity boosters cost money. So much of our current use of AI is about learning how to use it, which takes time (and money), especially because it’s still (rapidly) evolving. 

This is a complex problem. On one hand, we have too many employees not embracing or using AI in their work. On the other hand, we have employees using it too much. Backlash is also building against AI technologies due to their impacts. Gen Z represents both heavy users of AI and the most vocal against it. Anti-AI protests are happening at graduation ceremonies, at corporate offices, in social media posts, and in tech-free public spaces. Their protests are uniquely a mix of vocal real-world disruption, digital subversion, and deliberate offline retreats. There is also a growing population opposed to data centers in their communities.

Visa Declined: Without warning, Trump’s immigration agency announced a seemingly minor rule change: Foreign workers on temporary visas must now return to their home countries to apply for green cards. Tech companies are worried because the change effectively cuts off the current process most high-skilled immigrants use to move to the United States.

The announcement is likely theater to appease parts of the MAGA base, similar to the efforts to end birthright citizenship. The government has also done some backpedalling; regardless, confusion and court cases are likely, particularly as Congress has previously legislated the process. There’s also a chance that major MAGA supporters on the tech right will frantically request that the administration kill the initiative.

If the change sticks, the impacts on tech will be devastating. The AI sector, which is keeping the US economy afloat, depends crucially on non-US citizens. One of the tricks that made America Great is immigrants, especially from India and China. Almost half of unicorn founders are immigrants, with India being the biggest supplier. Indian-immigrant CEOs have done an incredible job at a number of America’s biggest companies, and America does a pretty good job of welcoming greatness. 

Telcos Against Satellites: AT&T, Verizon, and T-Mobile, the US wireless cartel, are dispensing with the illusion of competition by teaming up. These companies have worked tirelessly to minimize the impacts of competition, but Elon has reigned on their parade. 

Starlink is not launching tens of thousands of satellites to support RVs and cruise ships. The IPO states clearly that it’s coming for cellular. United against these birds, the telcos formed a joint venture to protect their margins. Their goal is to prevent a bidding war and instead price-fix satellite-to-cellular services. Never mind that for years, these giants have charged Americans the highest prices in the developed world for notoriously mediocre services (US coverage and speeds are comparatively weak). The providers are also known for terrible customer service. 

Starlink was way ahead of the competition in this new phone-space race, but that lead got even bigger after Blue Origin’s New Glenn launch explosion. Blue Origin was slated to put 48 satellites into orbit for Amazon’s Leo to compete with Starlink, and then launch more satellites for AST SpaceMobile and other Starlink competitors. Now those would-be competitors need to ask and pay SpaceX to launch their satellites. 

Musk tends to win, even against Bezos, so it will be interesting to watch the CEOs of the lazy, regulated, noncompetitive carriers pick a fight against him. Though points earned for playing the “connecting the unconnected” oldie — as if now they care; I do love the altruism. This level of collusion should be an antitrust issue. In cellular terms, it’s Tuesday. The invisible hand truly is well named.

On the Amazon front, Delta Air Lines selected Leo for its next-generation in-flight Wi-Fi. CEO Ed Bastian said, “Amazon brings a lot more than just satellite technology. They bring great retailing capability and Amazon Prime and video gaming technologies, which Starlink does not have.” That’s the Amazon angle, but not this year. 

SaaS Apocalypse Update: The global software market underwent a massive revaluation earlier this year, stemming from the realization that AI will trigger a surge in competitive alternatives (lower prices and margins). Uncertainty remains regarding which established players might falter. The emerging escape route is AI-driven operations. Snowflake, for example, saw its stock climb 36%, bringing its valuation to $50B.

The Other Hyperscaler: Meta is setting up an Enterprise Solutions group to take on AWS and GCP. It raised its CY2026 capex outlook from $115B-135B to $125B-$145B. 

AI News

Google’s Turn? The AI business is tough. It has huge capital costs, yet doesn’t appear to have any moats. There are no switching costs for customers either. Last December, OpenAI was clearly the leader. In March, Anthropic took the crown and reached a $1T valuation. This month, Google declared it wants to be No. 1 and is using its AI to take swipes at OpenAI, Microsoft Bing, Microsoft Windows, Meta, and Apple.

For starters, Google is blurring Search with its Gemini Chatbot. Google Search has 3B MAU, while ChatGPT has about 900M MAU. Turning Google Search into an AI chatbot means some 8 billion (enlightened) users who don’t use AI are about to be exposed to it. Google also announced new agents that can monitor specific criteria, raising questions about the potential cost. Additionally, Google unveiled new eyewear from Warby Parker and Gentle Monster, taking a swipe at Meta’s Ray-Bans. 

Google I/O should have been called Google AI. The keynote was dominated by the debut of Gemini 3.5 Flash and Gemini Spark, a persistent 24/7 personal agent designed to autonomously execute complex, multistep workflows across Gmail, Calendar, and third-party platforms like OpenTable and Uber. Google demonstrated a significant leap toward agentic AI with the introduction of Antigravity, an agent-first development platform that allows AI to operate in the background – booking travel, managing code migrations in Android Studio, and even performing automated scientific research through the new ERA (Empirical Research Assistance) engine. Everything was driven by agentic intelligence. The demo that really stood out was for Gemini for Mac, cued up here. 

Googlebook, a new category of premium, AI-first laptops designed to succeed Chromebook, is built to feel like an Android-powered desktop. Gemini Intelligence features are coming to phones and laptops simultaneously. It fits between (and threatens) the MacBook Neo and iPad, and could be very suitable as an agent desktop for those still planning on human agents. 

OpenAI Exploring Legal Action Against Apple: Reports surfaced recently that OpenAI is exploring potential legal action against Apple over the disappointing performance of the company’s much-hyped ChatGPT integration into Siri. According to the reports, OpenAI believed the WWDC 2024 partnership would drive significant subscription growth and mainstream exposure for ChatGPT on the iPhone, but instead claims Apple buried the functionality so deeply inside Siri that many users do not even know it exists. OpenAI executives reportedly feel Apple failed to meaningfully promote or prioritize the integration while simultaneously expanding relationships with competing AI providers, including Google, Gemini, and potentially Anthropic Claude.

Beyond the potential lawsuit itself, the story reinforces a growing concern that parts of the AI market may be built on highly interdependent assumptions rather than demand. OpenAI appears to have projected revenue growth based on Apple delivering engagement and visibility that never materialized, while Apple seems to have viewed AI models as interchangeable marketplace components rather than strategic partners. 

My Country, My Data: The Dutch government’s block on Kyndryl’s acquisition of Solvinity illustrates how data residency requirements (where data sits) are no longer enough. The issue is that Solvinity manages DigiD, the digital identity backbone for the Netherlands, which is classified as critical national infrastructure. We have opened a Pandora’s Box of Sovereignty. 

The US government freaked about China’s TikTok influencing Americans, not because there was a credible suspicion, but because TikTok is a Chinese company. Well, the world isn’t so sure about Amazon, Anthropic, Google, Microsoft, Nvidia, OpenAI, and many other tech giants being American companies. The concern became much bigger when the US demanded Greenland. 

A corporate owner is subject to domestic laws, or more specifically, America-First priorities. As illustrated with TikTok, the issue is much bigger than critical infrastructure. The US is concerned, for example, that Chinese cars could be disabled or even turned into weapons because Chinese manufacturers must comply with government requirements. Of course, under the US CLOUD Act, American companies can also be compelled to meet government demands, such as providing data to US authorities. This is true regardless of where the servers or drives are located. 

Data residency laws were easy to write and understand. Making sure the data isn’t controlled or accessed by a tech provider’s government is harder, especially considering that most tech is coming from one country. Under this broader, more modern thinking, a US hyperscaler with a sovereign region in Europe can never be truly sovereign. 

Data residency was about geography; data sovereignty is about power. In the modern cloud, ownership is the ultimate firewall. We saw this before with capital and money. Will global tech companies create a new Switzerland? Maybe, but in the meantime, we will see forms of legal decoupling (such as Dubai’s sovereign data centers) and new alliances (such as Gaia-X). 

Cognigy R2026.10: Adds native integration for Amazon Nova Premier and Amazon Nova 2 Lite via AWS Bedrock, alongside new OpenAI models. The update deepens NICE CXone integration through a terminal process automation node that transmits task status directly to CXone Copilot. It also introduces support for the Response API across OpenAI and Microsoft Azure OpenAI models, alongside node mocking, which allows developers to override node execution logic with temporary JavaScript code for targeted simulation and endpoint testing. This release introduces multistep reasoning. The inclusion of Amazon Nova models highlights an industry effort to balance complex reasoning with lightweight, latency-sensitive workflows in high-volume customer service. 

Parloa Voice AI Agents: Parloa released its Agent Management Platform (AMP), utilizing OpenAI models to power scalable, voice-driven AI customer service agents. The no-code platform enables nontechnical subject matter experts to design and deploy agents using natural language. To manage complex workflows, the system employs a modular sub-agent architecture that isolates tasks like authentication and bookings, alongside an evaluation-first methodology that uses LLM-as-a-judge simulations to test performance and latency prior to live deployment.

Parloa has partnered with Five9, listing its AI AMP as a certified solution on the Five9 CX Marketplace. The integration enables native, bidirectional call routing between Five9’s Intelligent CX Platform and Parloa’s autonomous AI voice agents. The system features a context-rich handover that transfers structured customer interaction data directly to Five9 human agents and is architected for enterprise-scale deployments across multiple regions, languages, and compliance frameworks. This strengthens Five9’s partner-centric Fusion orchestration strategy, positioning its platform as the central coordinator for multi-agent ecosystems of humans and third-party AI, while solidifying Parloa’s North American expansion.

Microsoft Voice Agents in Copilot Studio: Microsoft has announced the general availability of real-time voice agents in Copilot Studio, launching directly within Dynamics 365 Contact Center. Powered by the OpenAI GPT Realtime model via Microsoft Foundry, these agents deliver low-latency, speech-to-speech interactions with capabilities like real-time reasoning, natural turn-taking, interruption handling, and multilanguage switching. Microsoft also introduced supporting Dynamics 365 AI agents, including the Quality Assurance Agent in general availability and the Service Operations Agent in public preview.

It is time to reposition voice as an intelligent primary channel. The native deployment within the Copilot and Dynamics ecosystems provides a low-code competitive advantage by bypassing complex, multivendor voice stacks, while features like persistent context transfer and real-time QA tools target operational inefficiencies.

Laiye Automation Tools: Laiye launched its Agentic Document Processing (ADP) Self-Optimization Agent to automate invoice and receipt processing. The technology analyzes corrections made by human reviewers to automatically eliminate recurring data extraction errors. It generates and validates optimization suggestions against historical data to reduce manual prompt and rule tuning, requiring human confirmation only after testing. Laiye also launched APA Creator V1.3.0 for simplifying migrations from legacy RPA to APA workflows. The update converts legacy RPA 5.x and 6.x processes into natural language business documents and editable APA files in under five minutes. 

Atento and Cresta CX Partnership: Atento and Cresta have signed a multiyear strategic partnership valued in the eight figures to deliver hybrid human-AI CX solutions globally. The agreement integrates Cresta’s CX AI platform into the Atent.AI portfolio, combining AI agents, AI-augmented humans, and conversation intelligence. The collaboration leverages Cresta’s US market presence and Atento’s footprint in Latin America to accelerate expansion across the Americas, with Atento providing strategy, experience design, deployment, and end-to-end management services. 

Meetings and AV 

David Danto is the primary author of this section. 

InfoComm 2026: Preparation is well underway for next month’s conference. Keynotes will be presented by Ilya Bukshteyn of Microsoft and Espen Løberg from Cisco. David Danto will be there covering our “Pick Hitz” and also presenting on how to write RFPs that protect user organizations from firms that engage in workforce reductions that compromise support quality and future value. Jabra made the first pre-show collaboration product announcement below.

Another Small Jabra PanaCast Bar: A year after introducing the “40,” Jabra has introduced the PanaCast U30, a compact USB video bar designed for small BYOD meeting rooms and huddle spaces seating up to six people. The system combines a 120-degree camera, built-in microphones and speaker, AI-driven framing features, and single-cable USB-C connectivity intended to simplify deployment and use in smaller collaboration spaces. Jabra is also emphasizing easier installation, remote management through Jabra Plus, and MDEP-based security and management capabilities as part of the package. Getting the price point reportedly under $1K is impressive, as Jabra keeps pushing the envelope of what it can provide at a lower cost to the mythical millions of rooms with no gear yet.

Neat and Meet: Neat has won Google Cloud’s 2026 Partner of the Year Award for Google Workspace Innovation, largely tied to its growing integration with Google Meet and expanded certification of products like Neat Bar Gen 2, Neat Bar Pro, and Neat Pad. The announcement highlights Neat’s continuing evolution from a “Zoom-first” company into a broader enterprise collaboration hardware platform supporting Google, Microsoft, Zoom, and BYOD equally. The big takeaways are that Google is finally becoming a more serious player in enterprise meeting rooms, and vendors like Neat increasingly see value in being platform-agnostic rather than tied tightly to a single ecosystem.

Not All Together Now: Microsoft is retiring Teams Together Mode in June 2026, removing custom scenes, seat assignments, and the Together Mode toggle from the Teams meeting view menu. The feature was a pandemic-era attempt to make remote meetings feel more socially connected, but most users eventually returned to the standard gallery layout. Microsoft says the move simplifies Teams and redirects engineering resources toward video quality, performance, stability, and Copilot-driven meeting features. It is another reminder that many of the big collaboration ideas born during COVID were useful experiments, but only the ones that solved everyday workflow problems became durable enterprise features. Come to think of it, when was the last time you saw anyone use a moving video virtual background?

MDEP Rolls Along: QSC announced that it has joined Microsoft’s Device Ecosystem Platform community, aligning Q-SYS more directly with Microsoft’s Android-based enterprise device strategy for Teams and AI-powered workplaces. It reinforces that MDEP is becoming less of a Microsoft-only device story and more of a broader ecosystem play for workplace hardware vendors. QSC’s participation gives Microsoft another credible AV-platform partner, while giving Q-SYS a clearer path into standardized enterprise collaboration deployments. Q-SYS notably didn’t reveal the device that will be running MDEP yet, but it likely isn’t what you think.

Room Audio: Simplicity = Scalability: Nureva continues to position itself around one of the biggest shifts happening in enterprise AV and hybrid learning – the move from complex, custom-integrated spaces toward scalable, IT-friendly platforms that can be deployed and managed consistently across hundreds of rooms. Its latest announcement, highlighting Universidad Europea’s deployment of more than 400 Nureva audio systems, underscores growing demand for solutions that emphasize simplicity, remote management, fast installation, and operational consistency rather than highly customized AV designs. As AV increasingly becomes part of mainstream IT operations, the industry appears to be rewarding vendors that can make collaboration technology easier to scale and support. 

Revisiting the “VideoBox”: Huddly announced software release 2.0.3 for the C1 and C1 Crew, adding enhanced speech processing, improved speaker playback, and additional tuning intended to make conversations clearer and reduce meeting fatigue for both local and remote participants. The update continues Huddly’s effort to position the C1 platform as more than just a camera by expanding its AI-driven collaboration capabilities into the audio experience as well. We’re looking forward to trying the upgrade ourselves and are hopeful that the improvements extend beyond audio and help further refine the C1 video experience, which could use a little help, too. 

Samsung Unplugged: Perhaps Samsung’s reportedly reduced InfoComm 2026 presence, with the company said to be appearing mainly through partners rather than with a major direct footprint, is part of a new cost-control initiative. After all, the company may need to keep a few dollars handy in case it loses a lawsuit filed by Dua Lipa, who claims Samsung used her image on TV packaging and marketing materials without permission, allegedly creating the impression that she endorsed the products. The suit reportedly seeks at least $15 million in damages and centers on a backstage festival photo that Samsung allegedly continued using after being told to stop. It would be amusing if one of the world’s largest electronics companies cut back its trade show booth plans because a pop star didn’t appreciate becoming an involuntary television salesperson. 

Samsung Pulls Another Plug: Samsung has confirmed that it is effectively exiting most of the mainland Chinese consumer electronics market, halting sales of TVs, monitors, projectors, audio gear, and major home appliances while continuing smartphone and semiconductor operations. The move comes after years of shrinking market share and increasing pressure from Chinese manufacturers such as TCL, Hisense, and Skyworth, which now dominate much of their domestic market with lower-priced and increasingly competitive products. Samsung’s TV and appliance businesses reportedly lost roughly $138 million last year, even as its semiconductor business surged on AI demand. The bigger story may be that one of the world’s largest electronics brands is quietly acknowledging that China is no longer just the factory of the world – it has become the fiercest consumer electronics battlefield as well. 

Where There’s Smoke: Amazon is rebranding its Fire TV televisions as Amazon Ember TVs, a move meant to reduce confusion between the company’s TV hardware and its Fire TV software platform. The shift also comes as Amazon moves its streaming sticks and media players from Fire OS to its Linux-based Vega OS. This looks less like a simple name change and more like Amazon trying to reset its living-room strategy before the market decides the Fire brand has become too muddled to matter. 

Cloudy With No Chance of Meatballs: Xyte announced that its OpenAV Cloud initiative has added new members, formalized leadership roles, opened a free “Industry Supporter” tier for integrators and end users, and released the first three chapters of its technical framework. The initiative continues to wrap itself in the language of open APIs, interoperability, and industry collaboration, but the announcement still reads more like structure-building than solution delivery. Adding a free tier for end users may broaden participation, but it also raises the question of whether OpenAV Cloud is solving a real technical problem or simply gathering more names around an unfinished idea. At some point, the industry should start asking the old Wendy’s question: “Where’s the beef?” 

AVIXA Announces New Residential Show: AVIXA, along with HTSA and ProSource, announced RESIDE, a new residential integration event that will debut alongside InfoComm 2027 in Orlando. Officially, the move is being framed as a response to the growing convergence between commercial and residential AV technologies, workflows, and integrators. However, some in the industry may also interpret it as a strategic response to Emerald and CEDIA Expo’s expansion into commercial integration through Commercial Integrator Expo, effectively bringing the long-simmering overlap between the two trade show ecosystems into the open. The announcement may ultimately be remembered as one of the final major strategic moves of the David Labuskes era at AVIXA, an era critics often viewed as overly focused on confrontational positioning, organizational empire-building, and replacing the stronger InfoComm identity with broader “experience” branding initiatives. 

Cisco Workspace Advisor in Control Hub: Cisco launched Workspace Advisor within Webex Control Hub, a tool that generates 3D digital twins of physical meeting rooms. The feature utilizes NVIDIA-powered camera capabilities on Cisco devices to automatically capture spatial boundaries and room measurements. Through integration with Workspace Designer, administrators can virtually adjust furniture layouts, table sizes, and room parameters. The platform also automatically maps and displays existing hardware, including Webex devices and certified Samsung smart displays. This update enhances Cisco ecosystem stickiness by leveraging edge AI and hardware partnerships to unify management within Control Hub, signaling a broader shift toward proactive spatial IT.

Customer Experience (CX)

GoTo Complete: GoTo launched Connect CX Complete, an AI-powered solution that unifies all CX capabilities into a single platform designed for SMBs. The offering integrates GoTo’s phone system, AI tools, and all customer interactions (including phone, text, web chat, WhatsApp, and webinars) to transform CX from a siloed function into a companywide strength.

The platform aims to eliminate the need for SMBs to manage multiple vendors and AI tools by providing sophisticated, end-to-end customer experiences simply and accessibly. The goal is for AI to handle routine busywork and surface insights, allowing human employees to focus on delivering empathetic, high-quality customer experiences. 

Zendesk Relate: Zendesk unveiled its vision for an Autonomous Service Workforce and a Resolution Platform for AI-driven customer service. The company introduced new AI Agents and Agent Copilots to automate tasks, assist human agents, and navigate complex workflows. Zendesk also announced an expanded collaboration with AWS and Anthropic to integrate Amazon Bedrock and Claude 3 models for advanced AI features. 

In a newly launched outcome-based pricing model for AI agents, businesses pay for verified resolutions instead of interactions. The outcome is double-checked by separate AI processes. “Outcome” is the nirvana model that everyone wants, but the devil is in the details. A successful outcome is very slippery. 

Zendesk is also expanding into a standalone CCaaS, similar to Salesforce and Microsoft Dynamics. Unlike the other pivots, Zendesk made key acquisitions, so it suddenly has a proven, scalable contact center (powered by AWS Connect). It’s a reasonable portfolio expansion, as ticketing systems should be a critical source of truth (unlike the dubious future of CRM). 

Five9 Integrates Agent Assist with Salesforce Fusion: Five9 integrated its Agent Assist real-time guidance and configuration capabilities directly into Salesforce Fusion. This update allows administrators to manage Five9 Agent Assist settings from within the Salesforce Fusion environment. Agents gain native access to AI checklists, next-best actions, and summaries in their workspace, which eliminates the need to toggle between separate Five9 and Salesforce windows. Minimizing agent cognitive load through a single interface leads to lower average handle times and higher resolution rates. Additionally, unified administration streamlines deployments.

8x8 CX Platform Expansion: 8x8 updated its platform with the early availability of 8x8 AI Studio, allowing users to build voice and digital AI agents using plain-language descriptions. Additionally, the provider launched the general availability of its Integration SDK for custom CRM integrations, new Work Analytics dashboards featuring Focus Time Metrics for real-time queue monitoring, and Silent Mobile Authentication powered by GSMA Open Gateway network intelligence.

8x8 has also integrated OpenAI’s GPT Realtime 2 voice AI model into its 8x8 AI Studio. The update brings GPT-5-class reasoning and a 128K context window to support complex, multistep customer conversations. Direct native integration eliminates the latency bottlenecks typical of traditional speech-to-text, LLM, and text-to-speech architectures. Improved tool-calling reliability reduces failures like dropped database lookups and failed live transfers.

NICE and Konecta Partner: NICE has entered a strategic global partnership with customer experience and digital services provider Konecta to deploy agentic AI solutions. Konecta will integrate the NICE CXone CCaaS platform and NICE Cognigy generative and agentic AI technology into its platform to deliver industry-specific digital agents. By prepackaging regulatory compliance and industry-specific workflows into out-of-the-box digital agents, the collaboration addresses enterprise hurdles around AI implementation complexity and risk. Aligning with a major global BPO provider could establish a new distribution channel.

Genesys and Meta Partner on WhatsApp: Genesys expanded its partnership with Meta to integrate voice calling, messaging, and AI orchestration. The update allows customers to transition from a chat thread to a live voice call without leaving the application. The move aligns with Meta’s strategy to turn WhatsApp into a voice-capable enterprise support platform.

NICE and ServiceNow CXone Integration: NICE launched a joint solution that integrates CXone with ServiceNow Customer Service Management and workflow orchestration. The integration triggers enterprise workflows at the start of a customer interaction. Key capabilities include real-time routing based on customer intent, sentiment, interaction history, and employee workloads, alongside an AI-enabled assistant that provides recommendations and summaries within a single workspace. This partnership connects front-end conversational AI with back-end workflow automation to enable end-to-end resolutions. The joint solution challenges the dominance of ticket systems.

Calling and UC

Zoom MCP Support Expansion: Zoom expanded its Model Context Protocol Server, exposing meeting transcripts, summaries, and collaboration data to third-party AI platforms. Expanding Agentic Search allows third-party AI tools to query data across Zoom and 10 integrated platforms. Zoom is attempting to position itself as the primary conversational context layer in a multi-model, multi-agent corporate landscape. 

Microsoft Teams Meeting Redesign: Microsoft is centering and grouping core controls, including the microphone, camera, and share buttons. The Leave button has been moved to the far-right edge to reduce accidental exits. 

Zoom Workplace Update: Zoom released an update to its Workplace platform, introducing a redesigned Zoom Chat interface with inline attachments, bulk message forwarding, and a simplified sidebar. The release extends the AI-driven My Notes personal notetaker to mobile devices, allowing users to capture and summarize both in-person and virtual meetings. Additionally, the update integrates prebuilt and custom workflow automations into desktop meetings to trigger task creation from notes. My Notes positions Zoom as a neutral AI assistant across rival communication environments. Embedding workflow automation into the meeting lifecycle positions discussions to transform into trackable tasks. 

8x8 CX Platform Updates: 8x8 expanded its platform capabilities with several new customer experience, integration, and analytics tools. The company launched 8x8 AI Studio in early availability, allowing users to build and deploy voice and digital AI agents using natural language. For integrations, the now generally available 8x8 Integration SDK enables organizations to connect custom and industry-specific CRMs without professional services. Additionally, 8x8 Engage is now generally available, extending queue visibility and workflow tools to frontline, back-office, and field teams. Extending queue tools to nontraditional contact center staff through 8x8 Engage aligns with the industry trend of pulling back-office and field experts directly into the customer journey. 

RingCentral Expands AI Receptionist: RingCentral expanded its AI Receptionist (AIR) for shared SMS inboxes and call queues to handle customer inquiries, scheduling, and peak overflow. The update introduces native integrations with Shopify for e-commerce order status, Calendly for phone-based scheduling, and WhatsApp for messaging automation. Additionally, the platform now features auto-detecting multi-language switching during live customer interactions. By bringing lightweight contact center features downstream to UCaaS users, RingCentral is targeting entry-level CCaaS providers and pure-play AI receptionist startups. 

Microsoft Teams Phone Transfer Updates: Microsoft updated its Teams Phone call transfer capabilities. The update introduces suggested call transfer targets, which automatically prioritize contacts based on recent call history and group associations. A redesigned user interface simplifies blind and consult transfers across certified touch and non-touch Teams Phone devices. Additionally, the consult-first feature automatically places callers on hold during private discussions, and integration with Microsoft 365 Copilot allows users to generate and send AI-generated call summaries to the transfer recipient.

Webex Calling Third-Party Devices: Cisco added support for Snom D3, D7, and D8 series desk phones, alongside Yealink T3, T5, T7, and T8 series desk phones and AX-series Wi-Fi handsets as Cisco Managed Devices. Users can provision, configure, and monitor these endpoints from inside Cisco Control Hub. This provides more evidence of Cisco’s transition toward a multivendor ecosystem to accelerate software adoption.

Jabra Launches AI-Powered Headsets and Video: Jabra launched the Evolve3 headset series, featuring the boomless Evolve3 75 and Evolve3 85 models with AI-powered ClearVoice voice isolation. The flagship Evolve3 85 wireless headset is now certified for Zoom Workspace. The headsets also include physical buttons for voice-to-AI interactions, adaptive ANC, and Enhanced Spatial Sound. Dedicated AI buttons and AI-driven voice isolation show an emerging class of hardware optimized for workplace generative AI. 

HP Poly Price Increases: HP instituted price increases across its Poly video conferencing and audio portfolios. Impacted systems include the Poly Studio E70, G62, V12, X32, X52/V52, and X72/V72 video bar solutions. The pricing adjustments also apply to the Poly TC10 touch controller and the HP Poly Studio A2 Audio Bridge. This price hike follows a cumulative 15% increase in wider HP hardware. Escalating hardware costs are squeezing enterprise IT budgets, forcing organizations to reassess procurement timelines and evaluate competitive offerings.

Snom Launches A350D Headset: Snom launched the A350D, a binaural Bluetooth headset designed for noisy open offices and call centers. The headset is equipped with dual microphones using Qualcomm cVc noise cancelation and a 120 MHz Kalimba DSP. It supports the aptX Voice codec, has multipoint Bluetooth for connecting to two devices simultaneously, and includes an integrated busy light. 

Benchmark

Dmitry Netis (LI, email) of The Benchmark Company (a StoneX company) provides Insider subscribers with financial insights quarterly. Dmitry leads M&A advisory and serves as a Managing Director and Co-Head of Technology Investment Banking at Benchmark. He has been immersed in enterprise communications for over 15 years as one of the first Wall Street research analysts covering this space, serving institutional and private equity clients. Benchmark offers capital markets, private placement, research, and M&A advisory services.

Macro recap—let the good times roll, but with caution: We started the quarter with private credit concerns, a major debate around AI disruption to labor markets, as well as a new war that drove oil prices to double. Those risks were not small. Nonetheless, against all odds, S&P 500 corporate earnings beat expectations by 6%, setting a strong tone for the economy. Employment is high, and consumers remain resilient despite two wars raging, oil at peak levels, and inflation edging higher. Last year, we were still coming out of a rolling recession. Today, we’re in a rolling recovery that still seems underappreciated, judging by the S&P 500 actively setting new all-time records (23 times this year). The index recently surpassed the 7,600 threshold, forcing economists to raise their 12-month price target to 8,300 based on higher corporate earnings forecasts. Oil, AI, and the consumer now sit at the center of this. Enterprises are starting to spend on AI, even if ROI isn’t clear yet. With AI and a still-employed consumer driving economic momentum in the U.S., markets are rallying. The key question remains whether the energy shock stays manageable or changes the path for inflation, weighs on growth, or exacerbates recession risks. Nonetheless, Morgan Stanley economists remain fundamentally bullish, forecasting global real GDP growth at 3.2% in 2026 and 3.4% in 2027 (relative to 3.5% in 2025). The baseline forecast assumes that growth slows modestly this year and then stabilizes and recovers, while oil returns to about $90 a barrel by the end of the year and declines further in 2027. If that happens, the global economy can absorb the shock.

Fed is likely to hold rates through the end of the year. Monetary policy and liquidity are still the main risks to this bull market. With the Fed becoming less dovish (new Fed Chairman Kevin Warsh taking office on May 22) and interest rates rising (4.5% on the 10-year Treasury remains an important mark for valuations), we remain in a window where stocks could be vulnerable in the short term. The current view is that the Fed will stay in this holding pattern through 2026, and if inflation comes down, it will cut interest rates—possibly twice—in the first half of 2027. As the Fed holds rates steady, if corporate earnings growth remains strong, market returns can still be very solid. The real risk is liquidity—how much capital the private economy needs to fund investment and recovery. Ultimately, the Fed and Treasury have been aggressive on that front, acting as a backstop by providing liquidity to banks and financial institutions through Treasury buyback programs and a combination of market interventions, regulatory frameworks, and government debt management.

First-quarter corporate earnings surprised to the upside, with margins improving. While ROI on AI spend isn’t fully clear yet, the impact of “AI-washing” is. Corporate executives are taking measurable steps to reduce headcount. Several dozen companies attributing layoffs to AI include Block (40–50% workforce reduction), Salesforce, Meta, Amazon, IBM, HP, Coinbase, Snap, and others. Furthermore, the labor market disruption narrative from AI has moved faster than actual implementation. While productivity improvements from AI at the enterprise level are still in early innings, the current narrative is shifting to more of a margin tailwind than a force dismantling the labor market. Companies are running leaner, hiring less, and beginning to quantify real benefits from AI. While true quantifiable benefits from AI adoption are likely to lag current spending patterns, the apprehension around over-hiring is real, indirectly driving higher margins and profitability. Fueling the economy for several years to come is the burgeoning AI infrastructure spend—from equities to credit markets to interest rates to commodities (such as rare earth metals required for manufacturing AI chips or quantum computers). CAPEX for the largest hyperscalers to build AI chips, stand up data centers, network them together, and power them is projected to be roughly $800 billion in 2026, exceeding $1 trillion in 2027.

Enterprises are preparing to spend heavily on AI. Over the last few weeks, as revealed by corporate earnings, it has become clear that companies are starting to spend significant amounts on AI services. The spend is becoming so large that, according to Box CEO Aaron Levie, it may eclipse IT budgets and extend into broader Opex budgets: “I think the first two to three years of AI, the IT budget could kind of absorb the AI costs... as you know, IT spend is basically somewhere between 3% to 7% of corporate revenue in a company... so then the question is, where’s the other 60%, 70%, 80% of revenue in an organization? It’s Opex and general-purpose Opex across the business. And so, if AI is truly adding this productivity gain to your engineering team, client onboarding process, or marketing team, then clearly you don’t want to be constrained by that 3% to 7%. It’s going to expand into line-of-business budgets.”

SaaSpocalypse reverse trade is on. With the economy humming, margins improving, and AI spend and impact better understood, investors are piling back into beaten-down SaaS names after a prolonged valuation unwind, betting that the worst of the multiple compression is priced in.

CPaaS names are getting noticed amid growing AI adoption. API infrastructure has finally been recognized by investors as a critical component of AI agent-to-person and AI agent-to-agent communications (both voice and messaging), along with the orchestration and secure, trusted layer supporting them. The strong developer ecosystems these CPaaS companies built over the last two decades provide an added advantage, especially as developers use AI coding agents to build applications. As AI voice agents drive more interactions, platform usage increases. As workflows become more automated and continuous, engagement scales. And as interactions become more complex—with additional call legs, services, and software—revenue per interaction grows. This narrative positions Bandwidth, Twilio, Infobip, Sinch, and Ericsson/Vonage (to a certain extent, albeit more telco-focused) as essential infrastructure platforms in the enterprise AI stack, powering communications between AI applications, enterprise systems, and the global communications ecosystem. Bandwidth’s stock rose 52% after its earnings release, following a strong move into the print, more than doubling in April and nearly doubling again in May. While the AI narrative is compelling for future growth, the beat-and-raise was less attributable to AI and more to: (1) strong execution on large enterprise deals (over $1 million), (2) core business stability, and (3) increased potential from Salesforce Agentforce Contact Center traction, which runs on Bandwidth’s voice infrastructure. Growth in 2026 is expected to be 16%, with the core business growing at 10%. Twilio stock, posting a similar beat-and-raise, rose 20% on earnings, 15% in April, and an additional 20% in May to date. Revenue grew 20% in 1Q (strongest since 2022), with 2Q growth projected at 16% YoY at the midpoint (and 10.5% organic).

In CCaaS, Five9 is starting to build momentum…The stock is seeing a rebound from its $13.60-lows in early April. Earnings and revenue both came in ahead of expectations, and guidance for both 2Q and the full year was roughly in line. All other metrics remained healthy, with LTM subscription dollar-based retention at 107%. While the CCaaS sector (and its diminishing human agent labor force) remains pressured by AI disruption risks, value is beginning to shift from voice connectivity to data interactions themselves. The ability to extract conversational data and turn it into a data warehouse that AI can consume is where next-gen CCaaS vendors can outperform traditional systems of record (e.g., CRM, HCM). While viewpoints on Salesforce’s entry into CCaaS are mixed, we believe it signals increased TAM, the emergence of clean-slate platforms with unified AI interfaces across enterprises, voice networks, and partner marketplaces, seamless AI agent integration into workflows, and expanded data warehousing opportunities.

… while NICE remains in the penalty box. NICE declined further in May, hitting new lows of $86.36 before a modest recovery. Its valuation has dipped below 2.2x forward revenue and 7.3x forward EV/EBITDA. Investors are still digesting the $1B cash acquisition of Cognigy, while newer entrants like Sierra.ai, ElevenLabs, Deepgram, Poly.ai, Cresta, and Sesame.ai are raising significant capital (Sierra recently closed a $950M Series E at a $15.8B valuation; ElevenLabs raised $500M in February at an $11B valuation). At the same time, CRM incumbents like Salesforce are entering the space, and OpenAI has announced its own voice stack. Market sentiment reflects concerns about increased investment levels in 2026 that could pressure near-term earnings. Total revenue grew 10% YoY in 1Q (including a Cognigy contribution), while cloud revenue rose 14.6% (12.5% organic). AI ARR grew 66%, representing 13% of cloud revenue. Full-year 2026 revenue is expected to grow 8% YoY at the midpoint, with cloud revenue growing 14%.

UCaaS rebounds somewhat. This is partially driven by the SaaSpocalypse trade unwind, the durability of voice infrastructure amid AI disruption, stronger profit margins and corporate buybacks, and ongoing consolidation trends. Revenue growth for core public comps, however, remains muted in low-to-mid single digits, while vendors point out business model transformation from per-seat MRR to usage/outcome-based pricing. Intermedia and CallTower were two major deals in 1Q, albeit both are private equity recaps, which are expected to push for major sector consolidation, with additional large consolidation opportunities expected in the second half of the year. UK-based Gamma Communications entered takeover discussions with multiple private equity bidders (Providence, Epiris, Oakley/Giacom consortium) with a valuation approaching £1B.

And then, there is The Great AI pricing divide. Satya dropped the bomb in May amid Microsoft’s earnings, when he said: “the basic transformation of any per-user business of ours—whether it is productivity, coding, or security—will become a per-user and usage business.” In essence, the traditional seat-based SaaS model is being marginalized by AI, forcing a rethink of both enterprise IT budgets and sales comp plans. Satya implied further that the emerging model is a hybrid of a licensed business plus a consumption business, where “the seat-based pricing is just entitlement to some consumption, and where there are some base usage rights that get bundled in or packaged into seats.” In other words, seats increasingly function as prepaid consumption packages rather than standalone licenses. Microsoft is already executing on this shift, moving GitHub Copilot toward usage-based pricing and introducing consumption credits in Dynamics 365 Customer Service. This hybridization is spreading across the industry and perhaps going even further with companies pricing by successful outcomes. Large vendors such as Salesforce, HubSpot, Adobe, and newer entrants like Sierra, are experimenting with outcome-based pricing—charging based on completed AI agent tasks rather than flat fees per seats or raw usage metrics (based on tokens). However, the transition introduces complexity and risk: 1) cost unpredictability for customers, 2) margin pressure as AI workloads could end up being more expensive to run, and 3) disputes around outcomes and accountability when a customer feels an outcome wasn’t achieved. From a metrics and stock valuation standpoint, “per-seat + consumption” models will disrupt traditional SaaS reporting; ARR metric will be viewed as less deterministic, the NRR more volatile, the bookings lumpier, and the sales quota-setting materially harder. All on board AI agent economy!

Business

SAP and Parloa Partner: SAP completed a strategic investment in conversational AI startup Parloa alongside its Series D funding round. As part of the partnership, Parloa integrated its agentic AI platform into SAP Service Cloud, and it is scheduled to become an SAP Endorsed App. Connecting front-end AI agents to back-end ERP systems can bridge gaps between customer communications and transactional databases. 

Leadership Changes

Cresta named Douglas Leone as its Chairman of the Board, and Carl Eschenbach (Workday) as a Director. Both are from its primary investor, Sequoia Capital. Zendesk named Tifenn Dano Kwan as its new Chief Marketing Officer. Crescendo named Will Newman as VP EMEA. 

Also, Rafael Benitez is leaving Gartner for a new marketing role at Zoom.

Meet Us

Dave Michels is the founder and chief protagonist of TalkingPointz and the editor-in-chief of the Insider Report. [email protected]. David Danto is AV Aficionado at TalkingPointz. [email protected]. 

Goodreads

1. Meta Is Dying. It’s About Time. – (NY Times Opinion: “...the slumping stock confirms what we have all known in our guts for a while: This is a company entering its zombie era.”)
2. White House Considers Vetting A.I. Models Before They Are Released – The Trump administration is now discussing imposing oversight on AI models before they are made publicly available.
3. Behind the Scenes Hardening Firefox with Claude Mythos Preview – Mozilla explains how it used Mythos to find a huge number of new bugs.
4. High-value use cases lag behind enterprise AI hype – Enterprise AI impact remains uneven, with only 16% of companies reporting significant measurable results.
5. Microsoft’s AI data center push is colliding with its clean power goals – An enterprise infrastructure, cloud growth, and AI power-demand colliding story.
6. Former Microsoft VP says Microsoft missed the AI wave like the internet and mobile, as Copilot scales back in Windows 11 – A controversial take that Microsoft is already doing a hard reset on Copilot.
7. Pioneering the Agentic Shift Within Salesforce Engineering – How Salesforce is using agentic coding. 
8. Microsoft's AI reboot is creating a new inner circle around Satya Nadella – Transforming the 220,000-person behemoth into a company capable of competing with its smaller, faster, technically sophisticated rivals.
9. I’m the C.E.O. of Goldman Sachs. The A.I. Job Apocalypse Is Overblown – The United States has a long track record of creating new jobs in response to disruption.
10. ​​It Is Truly Embarrassing to Keep Using Windows Now – A compelling argument that Windows is turning into a liability. 
11. Salesforce Touts AI Promise Over Reality in SaaSpocalypse Fight – Don’t believe what you see in a Salesforce Agentforce Demo. They feature aspirational mock-ups that are not ready for prime time. 
12. Microsoft debuts Nvidia-powered Microsoft Surface Ultra laptop – Microsoft has officially unveiled the Microsoft Surface Ultra, the first full-fledged Windows PC to run on an Nvidia main processor, saying the device is "made for a kind of work that does not fit in a standard laptop."

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