The year 2025 was a true revolution for businesses in terms of information technology. What seemed futuristic just a few years ago is now at the heart of daily operations. Generative AI, advanced cybersecurity, intelligent automation, and omnichannel strategies have become essential resources for improving productivity, customer satisfaction, and competitiveness. But what should we take away from this pivotal year? What lessons can we learn to prepare for 2026?
In this article, we review the major advancements of 2025 and their concrete impacts on Canadian businesses with insights from Solulan experts.
The Evolution of Advanced AI Technologies: Smarter Agents
In 2025, generative models reached a major milestone. Advances in technologies like GPT transformed Copilot agents into true intelligent assistants. They no longer just perform simple tasks: they contribute to content creation, process automation, and decision-making. This evolution marks the beginning of a new era where AI becomes a strategic partner for businesses.
"Copilot agents can now deliver real strategic value thanks to the progress of generative models." – Éric Sauvé, Director AI & Power Platform and Microsoft MVP
This trend sets the stage for 2026, with the arrival of pre-built agents and Microsoft Agents 365, introducing an agent-centric vision. Businesses will need to adapt to this approach, where autonomous agents collaborate to optimize operations.
Cybersecurity: A Critical Issue Amid Sophisticated Threats
2025 also saw an intensification of cyberattacks, particularly those targeting traditional multi-factor authentication (MFA). Hackers developed techniques to intercept temporary codes, forcing companies to rethink their security strategies.
"Continuous training and constant access evaluation are now essential to reduce the risk of cyberattacks." – Nicolas Côté, Cybersecurity Practice Lead
Solutions adopted include digital passkeys, token protection, zero-trust approaches, and cloud-hosted Managed Detection and Response (MDR) services. These measures strengthen security while complying with regulations such as Quebec’s Law 25. In 2025, SMEs that invested in advanced cybersecurity significantly reduced data breach risks and better protected their reputation.
AI Redefines Contact Centers: Prediction, Automation, and Omnichannel Experience
In 2025, AI profoundly transformed contact centers and call centers. Generative AI became the norm, enabling businesses to shift from a reactive approach to a predictive experience. Intelligent omnichannel—managing all communication channels (phone, email, chat, social media) in an integrated and seamless way—became essential for delivering a frictionless customer experience. Other key innovations included:
- Automation and RPA (Robotic Process Automation): Using software robots to handle repetitive tasks simplified internal processes.
- Hyper-personalization combined with real-time analytics: Allowed every interaction to be tailored to the customer profile.
- Governance and responsible AI: Became essential to secure data and maintain trust.
These changes also impacted the workforce, requiring new digital skills.
"We’ve moved from simple automation to a predictive, hyper-personalized, omnichannel customer experience. Companies that adopted these technologies gained efficiency, customer satisfaction, and competitiveness." – Rija Raharinosy, VP Sales & Customer Experience
Too Many AI Tools? How to Avoid Overload and Create Value
In 2025, the market was flooded with AI tools: chatbots, content generators, predictive analytics solutions, and marketing automation platforms. This abundance created a major challenge for businesses. Teams felt overwhelmed, leading to productivity loss, duplication, and security risks. To avoid these pitfalls, it’s essential to prioritize tools that address a clear business need, such as automating repetitive tasks or personalizing customer interactions. Selection criteria should include impact on key metrics (sales, engagement, ROI), integration with existing ecosystems (CRM, ERP), and compliance with security standards, including Quebec’s Law 25.
"AI is a powerful lever, but its adoption must be targeted and controlled. Let’s prioritize tools that create real value and invest in training so every employee becomes an informed user." – Nicolas Laflamme, Sales Director
The Evolution of the MSP Model: From Support to Strategy
The MSP (Managed Service Provider) model also underwent a major transformation in 2025. It’s no longer just about maintenance or monitoring but a strategic approach integrating AI, automation, and advanced cybersecurity. Managed services are now designed to align IT with business objectives: cost optimization, regulatory compliance, and digital transformation.
This evolution allowed SMEs to access specialized expertise without having to internalize costly skills. Co-managed services offer flexibility to meet diverse business needs, whether rapid growth or consolidation.
Conclusion: What 2025 Teaches Us for 2026
2025 was a year of transformation for businesses. Generative and agentic AI, advanced cybersecurity, automation, and the evolution of managed services changed how we work and interact with customers.
And this is just the beginning. Organizations that anticipate these changes and invest now in tailored solutions will gain a competitive edge.
At Solulan, we believe technology should be a concrete asset for your growth. Contact us to build solid foundations and leverage these innovations intelligently.
