Human-Backed UC: Why Unified Communications Needs Both AI and People
A different take on UC
AI has become part of almost every unified communications (UC) story. It brings speed and efficiency to businesses of all sizes. Sangoma uses AI across our UCaaS (unified communications as a service) platforms to help partners and customers scale faster. The difference is that we don’t stop there. Real business communications also need people. Customers and partners want to know they’re in safe hands, with real experts ready to step in when it matters most.
See also: Best UCaaS Providers: Top Picks for Businesses
What human-backed UC really means
Human-backed UC means businesses don’t have to choose between automation and people. You get the efficiency of AI with the trust, accountability, and problem-solving that only humans provide.
At Sangoma, our UC is built in-house and supported in-house. The same people who design the technology are the ones standing behind it every day. That is what makes Sangoma one of the best UCaaS providers with human support.
Why people still matter in UCaaS
AI in UC is powerful, but it will never replace real conversations. Businesses need more than scripts and dashboards:
- People who listen and build trust
- Experts who know the platform because they built it
- Guidance to make smart decisions, not just quick fixes
- 24/7 support when issues move beyond automation
Why tech alone isn’t enough
Relying only on automation often leads to frustration. AI struggles with context, compliance, and nuance. Research shows people resist AI when personalization is required. That’s why businesses searching for the benefits of human-backed unified communications quickly see the gap tech alone leaves.
Proof that it works
Human-backed UC isn’t just an idea — it delivers real results. Sangoma improved customer satisfaction (CSAT) from 73.8% to 94.6% in under a year. Our Net Promoter Score (NPS) rose by 29 points. Those numbers came from listening to customers, acting on feedback, and combining people with technology in a way that makes business communications stronger.
If your provider is chasing automation and AI while leaving you in the dust, you have to ask — where is the love?
Why businesses need human-backed UC
The future of UC is not machines replacing people. The future is people and technology working together. Sangoma ensures businesses are in safe hands by combining the efficiency of AI with the support, accountability, and expertise of real people.
Sangoma is a safe pair of hands for business communications. Our UC solutions are built in-house, supported by our own teams, and backed with 24/7 support.
Your business communications belong in safe hands. Talk to a Sangoma expert today.