Enterprises are rapidly integrating AI into their collaboration and communication systems to improve teamwork and enhance customer engagement, according to new research from Information Services Group (ISG), a global AI-focused technology advisory firm. Companies are making strategic technology choices to strengthen future competitiveness and streamline operations through AI-driven innovation.
The ISG Buyers Guides for Collaborative AI and Communication, produced by ISG Software Research, evaluates over 50 software providers and their products, highlighting solutions that enhance employee, partner, and customer interactions. The research shows that many organizations are adopting generative AI (GenAI) and agentic AI to unify dispersed workforces and provide more personalized customer engagement.
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“AI is not merely modernizing communication—it is transforming enterprise collaboration,” said Mark Smith, partner and chief software analyst at ISG Software Research. “Our research outlines the key foundations for leveraging conversational AI, including AI agents, to improve collaboration both inside and outside the organization.”
The study highlights that AI helps organizations address hybrid work challenges, regulatory requirements, and evolving customer expectations. Advanced capabilities, such as edge computing and agentic AI, enable collaboration software to provide greater automation, intelligence, and scalable performance. Enterprises are now seeking platforms that ensure compliance while balancing participation between in-person and remote teams.
Despite these advancements, many organizations still rely on fragmented communication technologies. ISG predicts that by 2027, 20% of enterprises will implement agentic AI within communication and collaboration tools to guide employees through workflows more efficiently. Additionally, communication platform as a service (CPaaS) solutions are integrating sophisticated AI beyond basic chatbots, including AI meeting assistants capable of real-time language translation.
Generative AI is changing the way employees and customers connect, making conversations smarter, faster, and more personal. By 2028, ISG forecasts that two-thirds of customer interactions will remain in self-service through AI-driven knowledge retrieval systems. Multi-agent AI systems are evolving to orchestrate complex tasks across enterprise platforms, further boosting productivity.
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In its 2025 Buyers Guides, ISG evaluated providers in six key areas from AI Agents and Collaborative AI Suites to Conversational AI that enhances both workforce and customer experiences. Overall Leaders include Oracle, Microsoft, Zoom, NiCE, ServiceNow, Salesforce, and Infobip, among others. Leaders were recognized for their usability, reliability, adaptability, and return on investment, providing enterprises with a roadmap for selecting AI-powered software solutions.
“AI-powered communication and collaboration tools give enterprises a powerful way to boost productivity and create better customer experiences,” said Robert Kugel, executive director of Business Research at ISG Software Research. “Our research equips organizations with insights to build and execute an effective AI strategy.”
The ISG Buyers Guides reflect over a year of independent market research, designed solely to help enterprises optimize their IT and business software investments.
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