AI Risk in UC and Contact Centers: How to Reduce Sprawl and Stay Compliant Without Slowing Delivery - CallTower

Join UC Today host Kieran Devlin as he sits down with William Rubio, Chief Revenue Officer at CallTower , and Elka Popova, Vice President and Senior Fellow at Frost & Sullivan . As AI features rapidly light up across communications platforms, internal IT governance models are struggling to keep pace. This insightful session dives into the hidden vulnerabilities of "shadow AI" and the messy reality of multi-vendor environments. If you're looking for a practical approach to standardizing policy, monitoring data usage, and holding vendors accountable without suffocating innovation, this conversation is essential viewing. The rush to implement AI in Unified Communications (UC) and Contact Center (CCaaS) platforms is outpacing IT's ability to safely secure it. When different teams own different parts of a fragmented tech stack, compliance risks multiply, and traditional governance breaks down. William and Elka break down the real-world friction of enterprise AI adoption and share practical strategies for maintaining control. Key takeaways from our discussion include: The Threat of Shadow AI: How personal use of unauthorized AI tools and a lack of specialized AI skillsets within IT departments are exposing organizations to hidden data vulnerabilities. Navigating Multi-Vendor Sprawl: Why a "one size fits all" approach fails, and how to maintain unified, proactive governance across complex hybrid environments featuring platforms like Microsoft, Cisco, and Genesys. Building a Culture of Compliance : Moving beyond the annual "check-the-box" mentality to create dynamic, ongoing security protocols that secure buy-in from business leaders across the organization. Vetting Your Vendors: The critical questions IT and CX buyers must ask during procurement regarding technology roadmaps, industry-specific expertise, and global data sovereignty.

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AI Risk in UC and Contact Centers: How to Reduce Sprawl and Stay Compliant Without Slowing Delivery - CallTower is an episode from UC Today - Out Loud by UC Today.

This episode is 25:42 long.

This episode was published on Apr 20, 2026.

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