Irwin Lazar, President and Principal Analyst at Metrigy; Chethan Visweswar, Chief Product Officer at Movius; John Finch, Global Vice President, RingCentral; Mark Bunnell, Nuwave’s Chief Operating Officer, joins UC Today to discuss how AI is reshaping IT operations and why treating service management and connectivity as separate disciplines is no longer viable.
Most organizations still manage service delivery piecemeal. Separate teams, separate tools, and separate budgets are slowing down innovation. Bunnell said: “Every single organization has a lot of technical debt. Add to that politics, various silos, and people fearing the impact of AI on their business.”
Visweswar agrees, noting that convergence is accelerating but silos persist. “We are rapidly evolving from technology-centric solution management to experience-centric solution management,” he said.
Responsive IT is no longer enough
Lazar pointed out a pattern that repeats itself throughout the technology cycle. “Companies typically waited six months to a year to fix a service management issue. They assumed it would work, but if it didn’t, they started over.”
That reactive mindset is costly. Organizations that omit observability and monitoring at deployment point end up managing the technology instead of growing the business.
AI is turning conversations into results
Finch described a market-wide shift from communication tools to results-driven platforms. “It’s not about giving people a means of communication,” he said. “It’s about finding a better way to serve, a better way to sell, and making customers happier.”
According to Metrigy’s latest AI for Business Success research, almost all companies are currently using AI to some degree, but few are measuring AI against clear business outcomes. This gap is where most organizations fall short.
Railings are non-negotiable
The panel noted the increasing risks. Organizations are deploying AI without the infrastructure to manage it. “As a human controlling AI, how can I have visibility into how the AI is performing?” Finch asked. Lazar added that with the rise of AI connectors and MCP connectivity services, human oversight alone is not a sustainable answer.
Learn more about how UC service management providers are approaching this challenge.