28 May 2025

Wildix, a global Unified Communications as a Service (UCaaS) provider, has launched what it describes as the industry’s first fully embedded agentic AI layer for UCaaS, already live in more than 1,000 customer environments worldwide. The solution is designed to help organizations automate and streamline high-friction communication workflows across voice, chat, SMS, WhatsApp, and web—without the limitations of pre-scripted bots or disconnected add-ons.

This move positions Wildix at the forefront of a fast-evolving UCaaS market, where the demand for intelligent automation is growing rapidly across industries ranging from public sector services to healthcare, retail, and beyond.

A New Standard for Automation in Business Communications

Wildix’s AI system is built on the concept of agentic AI—AI that doesn’t just support decisions, but actively executes tasks based on context, memory, and logic. Rather than relying on static scripts or brittle chatbot flows, this new layer adapts to how each organization operates, enabling smarter, more fluid automation across communication channels.

The system can reference past interactions, understand user intent, and respond dynamically. Tasks such as call routing, appointment scheduling, follow-ups, and FAQs can be handled seamlessly, with persistent memory and real-time adaptation based on tone, language, and interaction history.

“Organizations are under pressure to accelerate service, reduce costs and improve responsiveness,” said Dimitri Osler, co-founder and CIO of Wildix. “This release is designed to meet those expectations immediately. Our AI doesn’t just assist. It executes, adapts and integrates natively into existing workflows with zero disruption.”

Designed for Flexibility and Speed

The Wildix AI layer is modular and no-code by design, deployable via a visual configuration studio that empowers customers and partners to design workflows without technical expertise. This approach accelerates deployment, simplifies scaling, and supports repeatable success across different industries and markets.

Key capabilities include:

• No-code AI Studio for rapid deployment of automated workflows

• Multilingual support in 13+ languages for global accessibility

• Sentiment-aware escalation that routes emotionally charged or complex cases to human agents

• Native integrations with platforms like Salesforce, HubSpot, WhatsApp, and Make.com

• Omnichannel delivery across browser, mobile, headsets, and embeddable widgets

• GDPR-aligned architecture with data protection by design

These capabilities are available across the full Wildix portfolio, including x-bees for sales teams, x-hoppers for retail environments, and Collaboration 7 for business operations.

What Is Agentic AI, and Why Does It Matter?

According to Gartner, agentic AI will autonomously resolve 80% of customer service issues by 2029, reducing operational costs by 30%. Unlike traditional AI systems, which often rely on manual triggers or prebuilt logic trees, agentic AI systems can take initiative, reason contextually, and learn from outcomes to continuously improve.

This evolution is critical in the UCaaS space, where real-time interaction quality directly impacts both customer satisfaction and business efficiency. Wildix’s platform not only anticipates this trend—it brings it to life with a mature, field-tested solution.

“The launch of Wildix’s agentic AI solution that works across all communication channels is very timely,” said Oru Mohiuddin, Research Director at IDC. “Businesses are increasingly looking to automate workflows that can help drive customer satisfaction and efficiency simultaneously. Solutions that can help to achieve this will resonate closely with customer demand.”

Real-World Results: From Clinics to Stadiums

Wildix’s AI is already demonstrating impact across diverse customer use cases.

• In the UK, a network of over 40 dental practices has deployed the AI receptionist to manage peak-hour volumes. The AI handles scheduling, reminders, and insurance queries—freeing up staff and reducing overflow costs from third-party services.

  “This is one of the cleanest ROIs we’ve ever delivered,” said Stewart Donnor, Global Head of Sales Engineering at Wildix. “It cuts overflow costs, increases billable time, and gives clinics their front desk back.”

• In Spain, the Valencian Football Federation uses Wildix AI to manage seasonal surges in fan engagement—handling ticketing, schedules, and match-day updates without the need for extra staff.

  “We saw the demand was going to grow before it became a problem,” said Jaime Mestre, IT Manager, Valencia Football Federation. “With Wildix, we’ve created a system that understands our members, responds instantly, and gives our staff time to focus on what really matters.”

Future Enhancements and Long-Term Vision

Wildix’s long-term vision for AI in UCaaS includes:

• Unified scoring to measure the performance of both AI and human agents

• Real-time coaching driven by CRM context and behavioral analytics

• Expanded WhatsApp automation with seamless handoffs to live agents

• Support for more languages, further enhancing global reach

These enhancements will be rolled out across the platform as part of Wildix’s commitment to ongoing innovation and measurable impact.