Guide

AI in 2026 has evolved into a core driver of business intelligence. Decision intelligence platforms analyse communication data, network usage trends, and service interactions to guide strategic planning and day-to-day operations. Companies use these insights to anticipate bandwidth needs, prepare for high-traffic events, and understand customer behaviour across channels.

In the enterprise environment, AI-driven service analytics reveal patterns such as rising chat volumes after product launches or regional shifts in demand. On the security side, decision intelligence models identify unusual traffic patterns and highlight potential vulnerabilities, enabling IT teams to intervene earlier and reduce risk. To see how advanced CX analytics are helping organisations continuously refine customer journeys and operational performance, explore how leading brands are using AI-driven contact centre analytics.

A major development for 2026 is the rise of agentic AI, which is reshaping both customer experience and network operations. Instead of waiting for IT teams or contact centre agents to intervene, agentic AI systems act autonomously across digital service environments. Within connectivity infrastructure, they continuously monitor performance and resolve issues in real time, detecting congestion, rerouting traffic and correcting unexpected latency before users notice a decline in service quality.

In customer experience platforms, agentic AI takes this autonomy even further. Through partners such as Five9, businesses can deploy AI agents that interpret intent, guide customers through complex journeys, resolve routine enquiries instantly, and escalate to humans when needed. This reduces friction, shortens wait times and ensures that customers receive fast and accurate resolutions across voice, chat and digital channels.

The combined impact for multi-site organisations and distributed teams is significant. Network disturbances are mitigated before they escalate and CX bottlenecks are addressed automatically, resulting in smoother interactions and fewer service disruptions.

Agentic AI enables next-generation managed connectivity and CX solutions. Networks become adaptive and self-optimising while contact centres become more efficient and responsive. Customers benefit from consistently high performance and more seamless support without the operational complexity traditionally associated with large-scale service management. For organisations exploring agentic AI–driven contact centre solutions, platforms such as Five9 are already helping businesses move towards more autonomous and intelligent customer experience models.

The demand for real-time services and uninterrupted communication is accelerating the adoption of edge computing. By processing data closer to the user, edge systems reduce latency and make communication platforms more responsive and resilient.

Distributed teams benefit from smoother video and voice calls, even in areas with variable broadband. Sectors such as logistics and utilities rely on edge-enabled tools to keep field workers aligned with central operations. While OneCloud is a cloud-based platform, it naturally benefits from running across increasingly edge-optimised telecoms networks, which support low-latency voice, video, and collaboration performance

Telecoms providers are also deploying edge-based network cores that maintain essential connectivity during outages, supporting emergency responders, banks and other mission-critical operations. When cloud platforms like OneCloud operate across these next-generation network foundations, organisations gain a seamless blend of cloud flexibility and edge-enhanced reliability.

Unified communications platforms are evolving into intelligent hubs that bring together voice, video, messaging, scheduling, and workflow automation. AI is reducing noise by summarising meetings, tracking agreed actions, and routing messages to the most suitable channels.

Context-aware notifications help minimise overload by identifying which messages require immediate attention. Hybrid organisations are adopting shared workspaces that ensure remote and on-site employees can collaborate seamlessly.

Mobile-first working continues to influence UC strategies. Business devices now offer intelligent call routing, network prioritisation for voice and direct integration with cloud apps, reducing friction for employees who rely on mobility. For businesses aiming to unify communication tools and enhance collaboration across teams, Onecom’s unified communications solutions provide a robust foundation for connected, flexible working.

Low-code and no-code platforms are enabling teams to automate communication-heavy processes without relying on developer resources. In 2026, organisations are using these tools to streamline onboarding, internal approvals, field service updates and incident reporting.

Operational teams can automate ticket assignment based on engineer location, workload or fault type, while retail and multi-site businesses use no-code alerts to notify staff instantly when devices disconnect or network conditions change.

By connecting communication platforms, CRM systems and mobile devices into streamlined workflows, businesses reduce manual effort, speed up response times and create more consistent processes across distributed teams.

Cybersecurity is becoming increasingly predictive and embedded into communication infrastructure. Organisations are strengthening their defences through zero-trust frameworks, continuous monitoring and adaptive access controls that secure both data and real-time communications.

Modern secure access solutions now authenticate users based on behavioural patterns rather than static credentials, reducing the risk of compromised accounts. Across the industry, communication platforms are adopting real-time anomaly detection to identify issues such as unusual voice traffic, suspicious device activity, or potential SIM-related fraud. AI-driven tools can automatically isolate compromised endpoints or cloud accounts, helping prevent escalation.

Onecom supports customers with services such as PhishProof for phishing awareness and ID Guard for identity monitoring, alongside communication platforms that include encryption, multi-factor authentication, and automated compliance features. Highly regulated sectors such as healthcare, legal and finance are increasingly adopting solutions that secure calls, messages and shared files while meeting strict regulatory requirements. For organisations looking to strengthen their security posture across users, devices and communications, Onecom’s cyber security services provide an integrated and proactive approach.

Sustainability has shifted from a long-term goal to a core expectation. Organisations are reducing energy consumption by adopting cloud-hosted communication services, efficient mobile networks and circular hardware models that minimise waste.

Across the industry, mobile networks are becoming more energy efficient through advanced radio equipment and software that powers down unused resources during quieter periods. At the business level, companies are retiring on-premises systems in favour of cloud platforms and participating in recycling and refurbishment schemes that extend the life of smartphones, tablets and laptops.

The continued rise of eSIM technology also supports sustainability by eliminating physical SIM cards, and also enabling more efficient device provisioning and lifecycle management. or a closer look at how eSIM contributes to greener connectivity and simpler device management, explore Onecom’s insights on the benefits of eSIM.

Wi-Fi 7 is gaining momentum in 2026 and is delivering improved speed, capacity, and reliability for wireless networks. Multi-link operation allows devices to use multiple bands simultaneously, helping maintain performance in high-density environments.

This is particularly useful in offices, warehouses, retail environments, and large venues where device numbers continue to rise. Hybrid working has further accelerated demand for high-quality wireless at home and in satellite locations. Technology providers can now include Wi-Fi 7 in managed wireless solutions to guarantee predictable, high-performance coverage for mobile teams and cloud-based workflows.

A growing trend in 2026 is using existing connectivity infrastructure as a source of operational insight. Modern networks can capture data such as device density, occupancy patterns and interference events, which can be analysed for purposes beyond IT.

When combined with centrally managed networking approaches such as SD-WAN, this insight can be viewed consistently across multiple sites, helping organisations understand how connectivity is being used and where performance or capacity adjustments are needed.

Businesses can optimise energy usage, improve building management, refine office layouts, and adjust staffing levels based on footfall data. This approach is particularly valuable for logistics hubs, corporate campuses and retail environments. These capabilities are increasingly delivered through modern enterprise networking platforms, including those supported by Onecom’s partnership with HPE Aruba Networking.

Advanced 5G networks are enabling faster speeds and lower latency across a range of business scenarios. Organisations are using 5G routers to provide rapid-deployment connectivity for temporary sites, events, and remote workers.

Network slicing enables enterprises to prioritise critical traffic such as emergency alerts, high-value transactions, or voice calls for field teams. Combined with AI, 5G networks can identify congestion, reroute traffic, and maintain consistent service quality without manual intervention. This ensures hybrid workforces and high-volume communication environments remain stable and responsive. For more detail on how network expansion plans are supporting the next phase of 5G connectivity, see Onecom’s perspective on the Vodafone and Three merger.

Analytics tools are increasingly essential for understanding how organisations communicate and operate. UC platforms can now offer dashboards that show call volumes, message patterns, meeting behaviours, and device usage.

Customer service teams use predictive analytics to anticipate spikes in calls or chats and adjust staffing or automated triage accordingly. Organisations managing large mobile estates use analytics to understand data usage patterns, application behaviour, and potential security risks. When analytics are embedded directly into communication platforms, unified communications solutions enable organisations to turn everyday interaction data into actionable insight.

The business technology landscape in 2026 highlights intelligence, agility, and responsible innovation. From AI-driven network optimisation and edge resilience, to unified communications and sustainable IT, organisations are discovering new ways to stay connected, productive, and secure while reducing risk.

At Onecom, we are committed to delivering simply brilliant customer experiences by helping businesses navigate these changes with confidence. For organisations looking to understand how these trends apply to their own environment, Onecom offers a free, no-obligation technology review with our specialist team to explore practical next steps and priorities for the year ahead.