Industry executives and experts share their predictions for 2026. Read them in this 18th annual VMblog.com series exclusive.
By Irina Shamkova, CPO at Intermedia Intelligent Communications
Cloud communications has long been an essential layer of the modern digital economy. Voice, video, messaging, and contact center interactions sit at the center of how organizations operate and serve customers every day. What is changing is not the importance of communications, but the intelligence embedded within them.
Artificial intelligence is moving beyond isolated features to become a foundational capability within modern communications platforms. Rather than operating outside the system, AI is increasingly embedded directly into communications workflows – analyzing patterns, interpreting context, and supporting better decisions in real time.
In the near term, the most effective uses of AI in communications focus on selective workflow automation rather than full replacement. Automating repetitive tasks such as identity verification, scheduling, call summarization, and information retrieval improves efficiency and reduces cognitive load, allowing people to focus on higher-value work. Automation is not about removing humans from the loop but about supporting them with the right intelligence at the right moment.
For organizations of all sizes – and especially for small and mid-sized businesses (SMBs) and midmarket teams – this shift has practical implications. Embedded intelligence makes advanced communications capabilities more accessible, helping lean IT teams and operations staff work faster, maintain consistency, and deliver better experiences without adding complexity or headcount.
Prediction 1: Communications Data as a Foundation for Secure Intelligence Hubs
For decades, communications data has been largely transient. Conversations happen, decisions are made, and the data often disappears once the interaction ends. AI is changing that model. Communications platforms are increasingly evolving toward secure intelligence hubs where voice, video, messaging, and contact center interactions are captured, contextualized, and analyzed as a continuous source of insight.
Rather than disappearing into static archives, communications data lives within governed data hubs that support both real-time and historical analysis. AI examines interactions for intent, sentiment, and behavioral patterns, helping organizations understand how work actually gets done, where friction exists, and where customer or employee experiences can be improved.
As the volume and value of communications data grows, security and governance become inseparable from intelligence. Organizations need clear visibility into what data exists, who can access it, and how it can be used. Granular access controls, identity-based permissions, and policy-driven governance help ensure sensitive information is protected while still enabling insight.
In this emerging model, security is no longer an afterthought or a separate system – it is a foundational layer of the intelligence hub itself. Providers like Intermedia illustrate how communications intelligence can be delivered with security by design, embedding encryption, access controls, compliance safeguards, and visibility directly into the platform. This approach makes it possible to benefit from AI-driven insight without increasing risk or compromising regulatory requirements.
Prediction 2: AI Will Raise the Baseline for Customer and Employee Experience
AI-enabled communications will increasingly raise expectations for customer and employee experience – not in abstract terms, but through measurable outcomes. Faster response times, quicker call resolution, more accurate information, and more consistent interactions will become baseline expectations rather than competitive differentiators.
As AI-powered capabilities become more common, customers and employees increasingly compare every interaction they have – across industries, not just within one. Organizations that rely on fragmented tools or manual processes can feel slower and less responsive by comparison, even when teams are working hard to deliver good service.
For SMBs and midmarket organizations, this shift makes communications platforms a critical equalizer. Embedded AI within voice, messaging, and contact center workflows helps small teams deliver enterprise-grade experiences – intelligently routing interactions, surfacing relevant context, and resolving issues more efficiently. From the outside, interactions feel faster, more informed, and more personal, even when teams behind the scenes remain lean.
For IT decision makers, the benefits are practical and operational. AI reduces the day-to-day burden of managing communications systems while improving reliability, visibility, and insight. For partners, it creates opportunities to help customers modernize experiences without requiring disruptive overhauls or complex integrations.
Prediction 3: Agentic AI Will Expand the Role of IT Solution Providers/Partners
The emergence of agentic AI – systems capable of taking action within clearly defined boundaries – will create a significant opportunity for partners. While AI capabilities may become broadly available, delivering real value depends on how thoughtfully those capabilities are applied.
In practice, agentic AI is expected to operate within guardrails defined by governance policies, business rules, and human oversight. These systems are designed to assist with execution, not replace accountability. Deciding where autonomy makes sense, how workflows should be structured, and how outcomes should be measured requires a deep understanding of each organization’s operations.
This is where partners play a critical role. AI requirements vary widely by industry, customer type, and operational model. Vertical-specific needs, CRM integrations, compliance obligations, and service expectations all influence how intelligent communications should be implemented. Partners who understand these realities are uniquely positioned to help customers design workflows, configure AI behavior, and continuously refine performance over time. Beyond implementation, they also serve as trusted advisors and long-term companions, helping validate that AI is truly effective, building confidence across stakeholders, and navigating the complexities of adoption and change alongside the customer.
In this environment, deploying AI is relatively straightforward. Deploying the right AI – in a way that delivers value, maintains trust, and aligns with real business needs – is where partners differentiate.
The Future of Intelligent Communications
The future of AI in communications is not about replacing people or eliminating human interaction. It is about building systems that understand how people communicate, reduce unnecessary friction, and help teams work more effectively.
As AI becomes embedded intelligence within modern communications platforms, it will quietly reshape how organizations connect, collaborate, and compete. The platforms that succeed will be those that deliver practical outcomes – turning conversation into insight, reducing complexity for IT teams, and making advanced capabilities accessible to businesses of all sizes.
For businesses and the partners who support them, intelligent communications will not feel futuristic or abstract. It will feel useful, reliable, and increasingly essential – helping teams move faster, communicate better, and make smarter decisions with confidence – supported by technology that works predictably and transparently in the background.
