Insights from Commsverse 2025: Microsoft Teams and AI Implementation Challenges

The Commsverse 2025 conference, held on June 19, 2025, at the Mercedes Benz World in London, served as a pivotal gathering for professionals in the Unified Communications (UC) and Audio-Visual (AV) sectors. The event focused on the evolving landscape of Microsoft 365 and its various applications, particularly the AI-driven Copilot feature, which has sparked significant discussions regarding its return on investment (ROI) and effective usage across organizations.

During the opening keynote presentation, industry experts Tom Arbuthnot and Jon Zoltie of AudioCodes highlighted a prevailing trend: organizations are increasingly inclined to integrate and expand their functionalities within the Microsoft ecosystem. A recent report by International Data Corporation (IDC) indicates that Microsoft dominates the UC and collaboration market, accounting for approximately 46% of the sector (IDC, 2025). This trend reflects a broader movement toward leveraging Microsoft’s comprehensive suite of services for various technological solutions, from Contact Center as a Service (CCaaS) to advanced telephony.

However, the discussions during the conference revealed that while organizations recognize the potential benefits of AI tools like Copilot, challenges persist in demonstrating tangible ROI. "Clearly, the main focus is about ROI on AI," Arbuthnot noted during a packed session titled “Ask the MVPs and Microsoft Anything about Microsoft Teams.” Attendees expressed frustration over justifying the $30 monthly cost per user, especially when the value of AI capabilities is not easily quantifiable to finance teams and senior management.

Ståle Hansen, CEO of CloudWay, emphasized the necessity for a systematic approach to ROI measurement. He stated, "We need to measure KPIs, and where do we find them? Viva Insights Premium," referring to Microsoft’s analytics tool that becomes available to organizations with over 50 Copilot licenses. Hansen warned that organizations often overlook sustained engagement and proper training, which are crucial for realizing the full advantages of AI tools. Without strategic training, users may only leverage Copilot for basic tasks, such as meeting transcriptions, which complicates the process of linking savings to specific use cases.

The conference also addressed the development of AI agents within the Microsoft suite. Attendees voiced a desire for custom agents capable of managing complex tasks, but the current capabilities fell short of expectations. Zach Bennett, Principal Architect at LoopUp, shared his experience of requesting a simple calendar function from Copilot, only to receive an unhelpful response. This sentiment was echoed by many, illustrating a gap between user expectations and the practical implementation of AI features.

A significant theme emerged regarding the necessity for business process re-engineering to fully harness the potential of AI tools. The MVPs at the conference advocated for a strategic overhaul of existing workflows rather than merely adding technology on top of established practices. Nikki Chapple, Principal Cloud Architect at CloudWay, asserted, "We can’t just lay Copilot or any other AI on top of what we’re actually doing. We’re only going to get a marginal benefit.” This perspective underscores the importance of treating AI implementation as a transformative initiative rather than a simple deployment of new tools.

AI governance and data security were also contentious topics, with many attendees expressing concerns about managing corporate data when utilizing AI tools. Chapple pointed out that approximately 74% of employees have already adopted informal AI solutions, leading to risks associated with sensitive data sharing. She recommended that companies implement AI solutions like Copilot to establish a data security framework and maintain control over information within their organizational boundaries.

User adoption and change management were highlighted as critical factors for successful AI integration. Arbuthnot emphasized that organizations must invest in ongoing training and establish a center of excellence to ensure effective implementation of AI solutions. He noted that while many organizations are willing to invest in multiple licenses, they often neglect the broader conversation about funding the necessary infrastructure for sustained AI success. Hansen supported this notion, arguing that leadership commitment is essential for driving organizational change. "Organizations I see that are on the right track are those who own it on a senior leadership level to drive that change," he said.

The Commsverse 2025 conference revealed a complex landscape for organizations seeking to implement AI solutions like Microsoft 365 Copilot. As businesses navigate challenges related to ROI, user engagement, and data security, the path forward requires a comprehensive approach that emphasizes strategic process transformation and leadership commitment. The insights shared at Commsverse will undoubtedly shape the future of AI integration within the UC industry, offering valuable lessons for organizations aiming to leverage technology effectively in the evolving digital landscape.