Deep Fathom’s mission is to make complex compliance frameworks accessible through automation and AI. The new platform guides organizations through the entire CMMC journey—from initial assessment to audit readiness and ongoing compliance—while embedding the required expertise directly into the system.

“If you can provide good quality service, that’s what our platform is designed to do—we’ve encoded that expertise into our AI stack,” Hess said.

The opportunity for MSPs and channel partners is substantial. CMMC impacts more than 250,000 defense suppliers and represents a multi-billion-dollar annual market. While the mandate originates with the U.S. Department of Defense, it is enforced across private-sector businesses—meaning many MSPs already serve affected customers without realizing it.

Deep Fathom’s partner-first approach allows service providers to deliver compliance services without building in-house expertise. The platform combines a SaaS-based compliance engine with a secure data integration component, enabling partners to quickly onboard customers, manage documentation, and maintain certification over time.

Looking ahead, Hess emphasized that CMMC is just the beginning. The framework is rapidly becoming a model for broader federal, state, and industry compliance initiatives, positioning early adopters to expand into additional regulated markets.

Learn more: https://www.deepfathom.ai/

In this Technology Reseller News podcast, Doug Green speaks with Jean-Philippe Avelange, CIO of Expereo, about a major shift now underway in enterprise AI strategy: the move from experimentation to measurable return on investment.

Avelange explains that 2024 was largely a period of AI discovery, while 2025 brought broader rollouts and aggressive investment. In 2026, however, the tone has changed. Boards and executive teams are no longer satisfied with AI pilots and proofs of concept alone. They want evidence that AI is improving cycle times, raising service quality, and producing tangible business results.

Expereo, a global connectivity provider helping multinational enterprises source and manage internet-centric connectivity worldwide, has a front-row view of this shift. The company works closely with enterprises facing both the opportunity and the infrastructure demands created by AI-driven transformation. According to Avelange, many organizations are learning that AI success depends less on adding tools for employees and more on rethinking business processes, governance, and data structures so AI can be embedded directly into how work gets done.

That distinction is central to Expereo’s view of embedded AI. Rather than simply providing copilots or chat interfaces to employees, embedded AI places intelligence inside the process itself, allowing agents, skills, and automation flows to perform work in a more autonomous but still controlled way. This requires much more than model access. It demands clear process design, reliable data ownership, and a disciplined understanding of what good outcomes look like.

Avelange notes that this is one reason many AI pilots fail to reach production. Companies often move too quickly, expecting AI to replace effort without first resolving issues around fragmented data, unclear workflows, and inconsistent governance. In contrast, the AI initiatives that now survive budget scrutiny are those tied to specific use cases with clear, near-term business impact.

Inside Expereo, that means focusing on practical gains in areas such as service assurance, multilingual ticket handling, supplier coordination, and customer response quality. The company began with straightforward generative AI use cases, but is now moving toward more structured, embedded intelligence that helps teams make better decisions faster and more consistently.

Avelange’s advice to enterprises entering this new phase of AI spending is to start with the “boring” processes first: the repetitive, manual, and measurable workflows where governance can be built, data can be normalized, and success can be clearly demonstrated. From there, organizations can expand AI more confidently into broader and more transformative parts of the business.

To learn more about Expereo, visit https://www.expereo.com/.

Elie Y. Katz

Katz described NRS as the leading point-of-sale (POS) platform for independent retailers—including convenience stores, liquor stores, and bodegas—while also delivering a broader suite of services such as payments, cash advances, and payroll. The company’s mission is to bring big retail capabilities to small businesses that lack the time and resources to source and integrate these tools on their own.

“We look at it as if we’re the back office for these small businesses… we bring them the best tools so they can focus on running their business,” Katz said.

A major focus of the discussion was store security, a growing concern as theft and shrinkage increasingly impact small retailers. NRS has embedded multiple security features directly into its POS platform, including panic alarms, real-time alerts for suspicious activity, and integrated camera systems that align transactions with video footage. These tools help merchants detect both internal and external risks while maintaining operational efficiency.

Importantly, Katz emphasized that these solutions are designed with affordability in mind, ensuring that even the smallest retailers can access advanced protection without compromising margins.

Beyond security, NRS is enabling independent retailers to compete more effectively through digital transformation. With tools like e-commerce integration, delivery platform connectivity, loyalty programs, and rewards systems, small stores can expand beyond their immediate neighborhood and reach a broader customer base.

Katz also shared current retail trends, noting softness in certain sectors like liquor sales, while convenience stores remain relatively stable. In this environment, technology becomes a key differentiator—helping merchants maintain revenue and improve customer engagement.

With a network of over 35,000 locations, NRS is effectively creating a collective ecosystem of independent retailers, giving them scale, tools, and services typically reserved for large chains.

For channel partners, MSPs, and service providers, Katz highlighted a significant opportunity: leveraging existing customer relationships to introduce additional services and generate new revenue streams.

Learn more: https://nrsplus.com/

Using a real-world scenario, Gundecha explained that service businesses—particularly MSPs—carry inherent risk due to their dependence on customer concentration and key employees. Even with contracts in place, clients can exit, creating immediate financial impact.

He illustrated this with a simple example: if a single customer represents 20% of revenue, losing that client can significantly reduce profitability—and when valuation multiples are applied, that loss can translate into millions of dollars in reduced company value.

“When you’re selling a service company, you’re buying people, capabilities, and customers,” Gundecha said. “If key customers or employees leave, the value of your business drops—sometimes dramatically.”

The risks extend beyond customers. Gundecha shared cases where key employees departed during the sale process, sometimes triggered by the announcement of a pending acquisition. Since buyers are ultimately acquiring the team and its capabilities, the loss of critical personnel can jeopardize or even derail a deal.

He also noted that undisclosed risks—such as clients planning to leave—can surface late in due diligence, forcing difficult conversations with buyers. In some cases, deals can be restructured or salvaged, but in others, buyers may walk away entirely due to heightened risk.

The key takeaway: MSP owners preparing for an exit must proactively strengthen and validate relationships with both customers and employees well before entering the sale process. Regular engagement, transparency, and retention strategies are essential to preserving value.

Gundecha emphasized that valuation is not just about revenue multiples, but about the stability and durability of the business—factors that directly influence buyer confidence and final deal outcomes.

Learn more: https://www.skycrestadvisors.com/

“Pay attention to why you’re sending the text—operational versus marketing.”

In this Technology Reseller News podcast, Doug Green speaks with Tony Nuzzo of Approved Contact about the growing complexity of messaging compliance and the operational risks facing enterprises. A key theme emerging from the discussion is that as customer communications scale—especially across SMS and voice—organizations must move beyond fragmented systems and develop a unified, auditable view of customer interactions.

Nuzzo highlights how regulations like the “ten-day revocation rule” are raising the stakes. Once a customer opts out, companies have a limited window to stop all communications—or risk fines and legal exposure. The challenge is not just compliance, but execution: ensuring that opt-outs are captured, understood, and acted upon across all systems in near real time.

This is where structured conversation data becomes critical. By centralizing communication records and applying frameworks like vCon, businesses can better understand customer intent, track consent, and reduce ambiguity. The distinction between operational messages (e.g., fraud alerts or payment reminders) and marketing outreach becomes especially important, as each carries different compliance obligations.

For enterprises, financial institutions, and service providers, the takeaway is clear: compliance is no longer a back-office function—it is a core operational capability. Those who can manage consent, context, and communication history effectively will reduce risk while improving customer trust.

The bottom line: in a world of tightening regulations and rising customer expectations, managing conversations intelligently isn’t optional—it’s foundational.

@Doug Green

The voice AI and transcription market is undergoing a fundamental shift—one that goes far beyond improving accuracy or lowering costs. In a recent Technology Reseller News podcast, I spoke with Andy Abramson about how platforms like Zoom and Slack are redefining the role of conversational data in the enterprise.

At the center of this shift is a simple but powerful idea: transcription is no longer the end goal. It is becoming an embedded, expected feature—automated, commoditized, and increasingly invisible. The real value is moving upstream, toward what organizations can actually do with the data generated from conversations.

“We’ve gone from ‘can we transcribe?’ to ‘what can we do with it?’”

That evolution signals the emergence of a new platform layer built around conversational intelligence. Rather than treating calls and meetings as ephemeral events, enterprises are beginning to view them as structured, persistent data assets—fuel for analytics, automation, compliance, and AI-driven decision-making.

This has significant implications for the competitive landscape. Standalone transcription vendors, once differentiated by accuracy and pricing, now face pressure as transcription becomes native to broader platforms. At the same time, elements of the UCaaS and CCaaS stack may also be impacted, as value shifts away from transport and toward intelligence.

A critical question emerging from this transition is ownership. As platforms embed AI more deeply, enterprises must consider who controls their conversational data—and how it can be accessed, governed, and leveraged. While some organizations may gain efficiency and insight, others risk becoming dependent on platform-defined workflows and data models.

For MSPs and channel partners, Abramson sees a meaningful opportunity—but not in simply reselling AI features. Instead, the role is becoming more strategic. Partners can help customers integrate conversational data across systems, implement governance frameworks, and ensure compliance in an increasingly complex regulatory environment.

In that sense, conversational data is becoming a new category of enterprise asset—one that requires oversight, architecture, and policy. The shift aligns closely with broader industry conversations around AI governance, auditability, and trust.

Looking ahead, the next 12 to 24 months will be critical. The market could consolidate around a handful of dominant platforms, or it could evolve into a broader ecosystem where conversational intelligence is exposed through APIs and integrated across multiple environments.

What is clear, however, is that the conversation itself is no longer just a byproduct of communication.

It is the product.

#VoiceAI #Transcription #ConversationalAI #UCaaS #CCaaS #ChannelPartners #MSP #AI #TechnologyResellerNews

“Is your business still giving you that same excitement—or has it become something you have to manage rather than something you want to build?”

In this Technology Reseller News podcast, Doug Green speaks with leaders from SkyCrest Advisors, https://mspexitplan.com/ about a reality many MSP owners eventually face: the shift from entrepreneurial energy to operational fatigue—and the strategic decisions that follow.

The conversation centers on a critical inflection point. For many business owners in their 50s and 60s, the business that once fueled ambition can become all-consuming. Long hours, cybersecurity pressures, and the weight of responsibility often replace the early excitement of landing clients and hitting revenue milestones.

That’s where the conversation turns from growth to transition.

A key takeaway is the importance of asking hard questions early: Is the business still aligned with your personal goals? Is it a lifestyle, an income engine, or an asset preparing for exit? And most importantly—are you financially ready for what comes next?

SkyCrest highlights a powerful concept for MSPs and service providers: small increases in profitability can translate into significant gains in exit valuation. Improving profit by $100K could add $500K or more in business value, reframing how owners should think about the final years before a sale.

The discussion also underscores a common reality—most owners have the majority of their wealth tied up in their business. That makes planning not just important, but urgent. Risks like health issues, owner dependency, and lack of succession planning can directly impact valuation if not addressed in advance.

The bottom line: exit planning isn’t a last-minute decision—it’s a multi-year strategy. For MSPs looking ahead three to five years, the focus should shift to building value, reducing risk, and ensuring the business can operate without them.

Learn more at SkyCrest Advisors. https://mspexitplan.com/

@Doug Green

“We’re moving from tactical improvements to a more strategic, holistic view of AI voice—and that changes everything about how businesses think about communications,” says Jon Arnold.

In this Technology Reseller News podcast, I spoke with Jon Arnold about his presentation at the vCon Spring Conference 2026, where he outlined a framework for understanding how AI voice is reshaping unified communications.

Arnold’s central point is that AI voice is not just another feature layered onto existing platforms—it represents a fundamental shift. The industry is moving beyond tools like transcription and call recording toward treating conversations themselves as structured, valuable data that can drive business outcomes.

A key part of this transformation is the emergence of standards such as vCon Foundation. By enabling conversations to be captured with context, metadata, and governance, vCon provides a foundation for portability, compliance, and interoperability across platforms. This is becoming increasingly important as enterprises seek to maintain control over their conversational data while deploying AI at scale.

For MSPs, service providers, and channel partners, this shift creates a new opportunity. Rather than focusing primarily on seats and connectivity, partners can help customers unlock value from conversations—through analytics, automation, and AI-driven workflows. This opens the door to new revenue models tied to outcomes and intelligence rather than usage alone.

The broader implication is that unified communications itself is being redefined. As AI voice becomes central to the experience, communications platforms are evolving into intelligence platforms—where every interaction can be captured, understood, and acted on.

“Ultimately, the customer wants one thing: they want the service, they want it to work, and it has to be 100 percent reliable,”

In the latest episode of the TELCLOUD POTS and Shots Podcast Series, Doug Green, Publisher of Technology Reseller News, sits down with Jacoby to explore a critical dimension of copper migration that goes beyond hardware: why the service model matters almost as much as the technology itself.

Jacoby begins by framing TELCLOUD’s role in the market. As a backend service provider focused entirely on the channel, TELCLOUD does not sell direct. Instead, the company works through trusted advisors—MSPs, telecom agents, IT service firms, and carriers—helping them deliver reliable replacement for legacy copper lines used by alarm panels, security systems, elevators, and other life-safety applications that do not work well over conventional VoIP.

While TELCLOUD initially focused on solving the technical side of POTS replacement, Jacoby explains that the company quickly realized that technology alone was not enough. Resellers also needed support with the operational realities of delivering these services at scale: project management, kitting, logistics, field services, financing, monitoring, and ongoing support.

That led TELCLOUD to build a flexible model that ranges from wholesale enablement to fully managed white-label service. Some partners handle much of the deployment themselves, while others rely on TELCLOUD to manage the process end to end under the partner’s own brand. The goal, Jacoby says, is to meet the reseller where they are—whether they are a telecom expert or an MSP with strong customer trust but little telecom experience.

For MSPs in particular, Jacoby makes the case that POTS replacement can still be a fit even if telecom is not their core business. “If you are that trusted advisor and your customer looks to you for guidance, then maybe it’s a good fit,” he says. “We can do the rest.” TELCLOUD’s white-label approach ensures that the partner retains the customer relationship while TELCLOUD delivers the backend infrastructure and support.

The urgency behind this model is growing. As Jacoby notes, carriers are accelerating shutdowns, and in many areas there is simply not enough time or labor capacity to convert all remaining lines once outages begin to hit at scale. That makes proactive planning essential—not only to avoid cost spikes, but to prevent situations where buildings cannot open, elevators cannot operate, or life-safety systems are left waiting in line for replacement service.

The episode closes with the Shots segment, where Jacoby introduces Gran Mayan Silver, a triple-distilled blanco tequila presented in a distinctive ceramic bottle. Smooth, clear, and designed for sipping, it continues the series’ tradition of pairing serious infrastructure conversations with a lighter finish.

For more information, visit https://www.telcloud.com/ or call 844-900-2270.

CyberData has long focused on enabling critical communications through IP-connected devices, including paging systems, intercoms, and notification endpoints. Tuttle explained that many organizations are transitioning from legacy analog infrastructure to IP-based solutions that integrate directly with modern VoIP and unified communications platforms. “We’re helping customers move from analog to IP without losing the reliability they depend on,” he said.

Marchetto emphasized that paging and facility communications remain essential across industries such as healthcare, education, manufacturing, and public safety. While often overlooked, these systems play a critical role in day-to-day operations and emergency response. As organizations modernize their communications environments, integrating these endpoints into IP networks allows for greater flexibility, scalability, and centralized management.

The discussion also highlighted interoperability as a key requirement. CyberData works across a wide range of platforms to ensure its devices function seamlessly within diverse customer environments. This flexibility is especially important for partners and integrators who must deploy solutions that align with existing infrastructure while supporting future growth.

Ultimately, Tuttle and Marchetto positioned IP endpoint modernization as both a necessity and an opportunity. As legacy systems are phased out, organizations can enhance reliability, improve safety communications, and enable new capabilities through network-connected devices. For channel partners, this represents a continued area of demand tied to broader digital transformation initiatives.

More information about CyberData and its IP endpoint solutions is available at https://www.cyberdata.net/.

As 5G deployments continue to scale and the industry begins laying the foundation for 6G, mobile network operators are facing increasing challenges related to site complexity, infrastructure accuracy, and coordination across deployment teams. Traditional planning methods, often dependent on manual site visits and fragmented data sources, are struggling to keep pace with the precision and speed required for modern and future network rollouts.

In a recent Telecom Reseller podcast, Vaishnavi Bichu, a leading expert in Radio Access Network (RAN) deployment and optimization, shares insights into these evolving challenges and the growing role of digital twins in addressing them.

A key issue highlighted during the discussion is the lack of reliable and up to date infrastructure data during the planning phase. In many deployment scenarios, engineering teams must rely on outdated site documentation, repeated field visits, and manual validation processes, factors that contribute to delays, inefficiencies, and increased deployment costs.

Vaishnavi notes that digital twins are helping shift this paradigm by enabling a more accurate and data driven approach to network planning. By leveraging technologies such as drone-based imaging, photogrammetry, and LiDAR, operators can create high fidelity 3D models of physical sites. These models allow teams to validate designs, simulate deployment scenarios, and identify potential issues before on-site execution.

The conversation also underscores the role of digital twins in improving cross functional collaboration. With a shared and continuously updated representation of site conditions, stakeholders across design, construction, and operations can align more effectively, reducing errors and accelerating deployment timelines.

Beyond immediate deployment benefits, digital twins are increasingly seen as foundational to the industry’s transition toward AI driven network operations. As networks evolve to become more software defined and adaptive, and as the industry progresses toward 6G, accurate digital representations of infrastructure will play a critical role in enabling automation, predictive optimization, and closed loop network management.

As operators continue to invest in 5G and prepare for 6G evolution, digital twins are expected to become an integral component of more efficient, scalable, and intelligent network deployment strategies.

Listen to the full podcast to hear more insights on how digital twins are reshaping modern network deployments at scale.

Lieberman explained that enterprises are moving beyond isolated AI tools toward orchestrated systems that coordinate multiple AI models, data sources, and workflows. Fuel iX is designed to help organizations manage this complexity, enabling them to deploy AI across customer engagement channels while maintaining control, governance, and consistency. “The challenge is no longer just deploying AI—it’s orchestrating it across the entire customer journey,” Lieberman said.

The platform allows enterprises to integrate AI into customer interactions in a structured and scalable way, supporting use cases such as automation, agent assistance, and personalized engagement. By orchestrating AI workflows, organizations can improve efficiency while delivering more seamless and context-aware customer experiences.

The conversation also highlighted the importance of governance and trust as AI adoption accelerates. Enterprises must ensure that AI systems operate within defined guardrails, particularly when handling sensitive customer data and communications.

As discussions at the Spring ’25 vCon event continue to focus on the future of AI-driven communications, Fuel iX and TELUS Digital are positioning themselves at the forefront of helping organizations operationalize AI at scale while maintaining visibility, control, and trust.

Learn more about Fuel iX: https://fuelix.ai/
Learn more about TELUS Digital: https://telusdigital.com/

Christensen explained that as AI-generated content becomes more sophisticated, the ability to impersonate individuals, organizations, and trusted entities is rapidly increasing. This creates a growing risk of fraud, misinformation, and communication breakdown across voice, messaging, and digital channels. “The problem isn’t just bad actors—it’s that we can no longer trust what we’re hearing or seeing,” Christensen noted.

ICA AI’s approach focuses on establishing trusted relationships as the foundation for communication validation. Rather than relying solely on content analysis or reactive filtering, the platform leverages identity, context, and prior interactions to determine whether a communication should be trusted. This model aims to proactively prevent malicious or unauthorized interactions before they reach the user.

The discussion also explored how this approach could be applied across industries, including telecom, enterprise communications, and customer engagement platforms. By embedding relationship intelligence into communication systems, organizations can better protect customers, reduce fraud, and maintain confidence in their digital channels—an increasingly critical requirement as AI adoption accelerates.

Ultimately, Christensen positioned ICA AI as part of a broader shift toward AI-driven trust infrastructure, where securing communications is not just about blocking threats, but about ensuring that every interaction is verified and meaningful. As AI continues to reshape the communications landscape, solutions that can preserve trust at scale will play a central role in the future of digital interaction.

More information about ICA AI and its approach to relationship-based AI is available at https://icaai.ai.

Halper emphasized that while excitement around AI—particularly generative AI—continues to grow, many organizations are still struggling to move from experimentation to measurable business value. The primary reason, she explained, is not the models themselves, but the underlying data environment. “If your data isn’t ready, your AI isn’t going to succeed,” Halper said, highlighting the importance of data quality, governance, and accessibility.

A key theme of the conversation was the need for organizations to align AI initiatives with real business objectives. Rather than pursuing AI for its own sake, companies should focus on specific use cases where data can drive outcomes such as improved customer experience, operational efficiency, or revenue growth. Halper noted that organizations that succeed tend to start with well-defined problems and build from there, rather than attempting large-scale transformations without a clear roadmap.

The discussion also explored the evolving role of data management in the AI era. As organizations adopt more advanced analytics and machine learning capabilities, they must modernize their data infrastructure—often leveraging cloud platforms—to support scalability and real-time insights. This includes integrating disparate data sources, ensuring proper governance, and enabling collaboration between technical and business teams.

Ultimately, Halper positioned AI success as a journey grounded in fundamentals. While new tools and technologies continue to emerge, the organizations that will benefit most are those that invest in strong data foundations, clear strategy, and disciplined execution.

Learn more at https://datamakesworld.com/.

Arnold emphasized that while artificial intelligence continues to dominate industry conversations, it is also accelerating new risks—particularly in areas such as fraud and identity spoofing. As AI tools become more sophisticated, bad actors are gaining new capabilities that outpace traditional defenses. “AI is not just enabling innovation—it’s also making fraud more scalable and more difficult to detect,” Arnold said.

The discussion explored how service providers, enterprises, and regulators are struggling to keep pace with these changes. While new technologies and frameworks are emerging to address issues like authentication and trusted communications, the ecosystem remains fragmented, making it difficult to implement consistent protections across networks.

Arnold also highlighted the importance of industry collaboration and education. Enterprises must better understand both the opportunities and risks associated with AI, while vendors and carriers need to work together to develop more cohesive solutions.

As Enterprise Connect continues to showcase rapid innovation in communications technology, Arnold’s insights underscore a critical reality: alongside the promise of AI comes an urgent need to address the growing complexity of security, trust, and fraud prevention in the digital communications ecosystem.

Learn more about J Arnold & Associates: https://www.jarnoldassociates.com/

Arnold highlighted that AI continues to dominate industry conversations, with vendors rapidly embedding AI capabilities across unified communications, contact center platforms, and customer engagement tools. However, he noted that while innovation is accelerating, enterprises must carefully evaluate how these technologies deliver real business value. “There’s a lot of AI noise in the market right now, but the real question is how organizations turn that into meaningful outcomes,” Arnold said.

The discussion also explored how the communications landscape is evolving, with shifts in vendor positioning, increased focus on cybersecurity, and changing dynamics across the channel. Arnold observed that industry events like Enterprise Connect reflect both continuity and change, with familiar players alongside new entrants bringing fresh approaches to the market.

Arnold emphasized that organizations need to take a strategic approach when adopting new technologies, particularly as AI, security, and customer experience continue to converge. Understanding where to invest—and how to integrate these capabilities into existing environments—will be critical for long-term success.

As Enterprise Connect continues to highlight the rapid pace of innovation in enterprise communications, Arnold’s insights underscore the importance of balancing emerging technologies with practical business outcomes.

Learn more about J Arnold & Associates: https://www.jarnoldassociates.com/

Leaden explained that as enterprise communications environments become more complex—spanning mobile, cloud, and legacy systems—organizations are struggling to maintain visibility into their telecom spending. TEM solutions are becoming essential tools for identifying inefficiencies, eliminating billing errors, and optimizing overall communications costs. “Most enterprises don’t realize how much they’re overspending until they take a close look at their telecom environment,” Leaden said.

Leaden Associates focuses on helping organizations gain control over telecom expenses through auditing, optimization, and ongoing management services. By leveraging data analytics and AI-driven tools, companies can uncover hidden costs, streamline vendor relationships, and make more informed decisions about their communications infrastructure.

The discussion also highlighted how the shift to cloud communications and mobility has increased the need for continuous monitoring and management. As organizations adopt more services and providers, maintaining cost discipline requires a more strategic and data-driven approach.

As conversations at Enterprise Connect continue to emphasize efficiency and digital transformation, Leaden Associates demonstrates how telecom expense management remains a critical component of enterprise communications strategy.

Learn more about Leaden Associates: https://www.leaden.com/

McKnight-Young emphasized the critical role of nursing informatics in bridging the gap between clinical practice and technology. By equipping frontline caregivers with mobile devices and real-time data, healthcare organizations can improve decision-making, reduce administrative burden, and enhance patient outcomes. “When clinicians have access to the right information at the right time, it directly impacts the quality of care they can deliver,” she said.

Zebra Technologies focuses on enabling real-time visibility across healthcare environments, providing tools that support communication, data capture, and workflow optimization at the point of care. These solutions help ensure that clinicians can access accurate patient information quickly, reducing delays and minimizing the risk of errors.

The discussion also highlighted the growing importance of integrating technology seamlessly into clinical workflows. Solutions must be intuitive and reliable so that healthcare professionals can focus on patient care rather than navigating complex systems.

As healthcare organizations continue their digital transformation journeys, conversations at HIMSS underscored the need for technologies that empower clinicians, improve operational efficiency, and support better patient outcomes through timely, actionable data.

Learn more about Zebra Technologies: https://www.zebra.com/us/en

“You can build the most reliable system in the world, but if you can’t see what’s happening, you can’t manage it,”

In the latest episode of the TELCLOUD POTS and Shots Podcast Series, Doug Green, Publisher of Technology Reseller News, speaks with Jacoby about a critical component of modern POTS replacement deployments: visibility, monitoring, and proactive management.

As organizations transition away from legacy copper lines, replacing them with wireless and IP-based solutions, the need for real-time insight into system performance becomes essential—particularly for life-safety applications such as fire alarms, elevators, and emergency phones.

Jacoby explains that while traditional copper lines were relatively simple, modern POTS replacement solutions are part of a broader, more dynamic infrastructure that includes cellular connectivity, network routing, and power systems. This complexity makes centralized monitoring and alerting a necessity rather than a luxury.

Through TELCLOUD’s platform, partners and customers gain the ability to monitor device status, connectivity, and power conditions in real time. This allows them to identify issues before they become failures, reducing downtime and ensuring compliance with safety requirements.

The discussion also underscores the value this creates for channel partners and MSPs. By offering managed visibility and support, partners can deliver ongoing value beyond installation, strengthening customer relationships and generating recurring revenue opportunities.

Jacoby emphasizes that the goal is not just to replace copper, but to improve upon it. “With the right monitoring in place, you’re not just matching the reliability of the old network—you’re exceeding it,” he notes.

As the copper sunset accelerates globally, solutions that combine connectivity, backup power, and intelligent monitoring will define the next generation of life-safety communications infrastructure.

The episode concludes with the series’ signature Shots segment, featuring another premium sipping tequila—continuing the tradition of pairing serious telecom discussions with a lighter, conversational close.

For more information, visit https://www.telcloud.com/ or call 844-900-2270.

Pulijala explained that as organizations deploy more advanced customer engagement technologies—including AI-driven chatbots, voice assistants, and automated workflows—they must ensure that every step of the customer journey works reliably. Cyara focuses on providing tools for testing, monitoring, and optimizing these experiences so enterprises can quickly identify issues before they impact customers. “Enterprises are deploying more automated and AI-powered interactions, and they need assurance that those journeys are working exactly as intended,” Pulijala said.

Cyara’s platform allows organizations to simulate and continuously test customer interactions across voice and digital channels. These capabilities help companies identify broken workflows, performance bottlenecks, and other issues that could disrupt the customer experience.

The discussion also highlighted how customer journey assurance is becoming more critical as AI-driven engagement expands across industries. Enterprises need visibility into how automated systems interact with customers and how those experiences perform over time.

As organizations gathered at Enterprise Connect to explore the next generation of customer engagement technologies, Cyara emphasized the importance of ensuring that AI-powered customer journeys remain reliable, efficient, and optimized for positive customer outcomes.

Learn more about Cyara: https://cyara.com/

Andrade explained that the latest wave of AI adoption goes beyond task-based automation. Instead, organizations are beginning to deploy AI systems that can manage entire workflows and handle meaningful portions of customer interactions. “AI is no longer just a tool that performs individual tasks—it’s becoming a digital worker capable of managing complete processes,” Andrade said.

Talkdesk is developing AI capabilities that help enterprises automate complex customer service operations while supporting human agents with real-time insights and guidance. These technologies allow contact centers to scale operations more efficiently while improving the quality and consistency of customer experiences.

The conversation also highlighted how generative AI is already handling a significant share of customer interactions in many contact centers. As AI continues to mature, organizations are exploring how digital workers can collaborate with human agents to manage workloads more effectively.

As discussions at Enterprise Connect continue to focus on AI-driven transformation across enterprise communications, Talkdesk is positioning its AI platform as a foundation for the next generation of intelligent, AI-powered customer service operations.

Learn more about Talkdesk: https://www.talkdesk.com/

Fraser discussed Sinch’s Voice Relay technology, which converts AI-generated text responses into natural voice conversations, enabling organizations to create more dynamic and human-like interactions in contact center environments. The platform allows enterprises to integrate their preferred AI models while delivering voice experiences that support conversational features such as barge-in and real-time dialogue. “Voice Relay allows companies to bring their AI into the voice channel in a way that feels natural and conversational for customers,” Fraser said.

The solution is designed to give enterprises flexibility when deploying AI-driven voice applications. By allowing organizations to connect different AI models and platforms, Sinch enables companies to maintain control over how automated interactions are built and managed while expanding their use of conversational AI.

Fraser also emphasized that voice remains a critical engagement channel even as digital messaging and automation continue to grow. Enterprises are increasingly looking for ways to combine AI capabilities with voice communications to deliver more efficient and personalized customer experiences.

As discussions at Enterprise Connect continue to focus on AI-driven communications innovation, Sinch is positioning Voice Relay as a key technology for bringing intelligent automation into voice interactions across customer service and engagement environments.

Learn more about Sinch: https://sinch.com/

Myer explained that organizations increasingly need to manage conversations across the entire customer journey, whether those interactions are handled by human agents or AI-powered automation. Quiq focuses on enabling businesses to orchestrate these conversations across messaging, voice, and digital channels while ensuring a consistent and personalized experience. “Customers expect seamless conversations regardless of the channel they use, and AI is helping organizations deliver that at scale,” Myer said.

Quiq’s platform allows enterprises to combine automation with human support, enabling AI systems to handle routine inquiries while escalating more complex issues to human agents. This hybrid approach helps organizations improve efficiency while maintaining high-quality customer experiences.

The discussion also highlighted how enterprises are moving toward omnichannel engagement models where conversations flow naturally between channels such as SMS, messaging apps, and voice interactions. AI-driven orchestration enables companies to manage these interactions more intelligently and respond to customers faster.

As conversations at Enterprise Connect continue to focus on AI and customer experience innovation, Quiq is positioning its platform as a way for enterprises to manage and optimize conversations across the entire customer lifecycle.

Learn more about Quiq: https://quiq.com/

Hearn explained that organizations today face increasing regulatory requirements related to emergency communications, particularly around E911 compliance for enterprise voice systems. As businesses adopt cloud communications and hybrid work environments, ensuring accurate location data and reliable emergency calling capabilities has become critical. “Enterprises must ensure that when someone dials 911, the call is routed correctly and responders know exactly where help is needed,” she said.

Intrado has been expanding its solutions to help organizations manage these requirements while improving overall safety communications. One example discussed during the conversation was the company’s OneAlert platform, which unifies emergency notifications across multiple channels. This allows organizations to quickly distribute alerts for incidents such as security threats, facility emergencies, or weather-related disruptions.

The discussion also highlighted the role of channel partners and service providers in helping enterprises deploy compliant and reliable emergency communication systems. As communications infrastructures become more complex, organizations increasingly rely on partners to ensure that safety requirements are properly addressed.

As discussions at Enterprise Connect continue to emphasize the convergence of cloud communications, security, and compliance, Intrado’s solutions demonstrate how unified emergency communications are becoming an essential part of enterprise infrastructure.

Learn more about Intrado: https://www.intrado.com/

English explained that Gamut is focused on applying AI to simplify and automate complex network operations, particularly in environments where traditional tools struggle to keep pace with scale and complexity. As networks grow more dynamic, operators need systems that can continuously monitor, analyze, and respond in real time. “We’re moving from reactive network management to proactive—and ultimately autonomous—operations,” English said.

A central theme of the discussion was the operational burden faced by service providers. Many organizations still rely on manual processes and fragmented tools to manage networks, which can lead to inefficiencies, slower response times, and higher operational costs. Gamut’s approach uses AI to correlate data across systems, identify issues before they escalate, and automate remediation workflows, reducing the need for human intervention.

English also highlighted the importance of visibility and data integration. Effective AI-driven operations require access to comprehensive, high-quality data from across the network. By unifying these data sources, Gamut enables service providers to gain deeper insights into performance, detect anomalies, and optimize service delivery at scale.

Ultimately, the conversation underscored a broader industry shift: telecom is moving toward self-healing, intelligent networks that can operate with increasing levels of autonomy. For service providers, this evolution offers the potential to improve reliability, lower costs, and deliver better customer experiences, while positioning themselves for the next generation of AI-driven services.

More information about Gamut and its AI-powered network operations platform is available at https://www.gogamut.io/.

Goldsmith explained that healthcare organizations are under increasing pressure to modernize while maintaining strict compliance, security, and patient privacy standards. As digital transformation accelerates, providers are turning to advanced technologies to improve clinical outcomes, streamline operations, and enhance patient engagement. “Healthcare is becoming a data-driven industry, and the ability to move, secure, and act on that data is critical,” Goldsmith noted.

A key theme of the discussion was the role of AI in enabling more proactive and personalized care. From predictive analytics to workflow automation, AI is helping healthcare organizations identify risks earlier, optimize resource allocation, and reduce administrative burdens on clinicians. However, Goldsmith emphasized that these capabilities depend on having the right infrastructure in place—particularly secure, reliable networks that can support real-time data exchange across distributed environments.

The conversation also addressed the growing importance of edge computing and connected devices in healthcare. As more data is generated outside traditional hospital settings—through remote monitoring, telehealth, and IoT-enabled medical devices—organizations must ensure that data can be processed quickly and securely closer to where it is created. This shift is driving new architectures that combine cloud, edge, and network capabilities.

Ultimately, Goldsmith positioned Verizon Business as a partner helping healthcare organizations navigate this transformation by integrating connectivity, security, and advanced technologies into a unified approach. As the industry continues to evolve, success will depend on the ability to securely harness data and deliver more intelligent, patient-centered care.

More information about Verizon Business and its healthcare solutions is available at https://www.verizon.com/business/.

Reid explained that GCH Technologies focuses on helping enterprises navigate the increasingly complex requirements around business messaging, particularly as carriers and regulators tighten rules to combat spam, fraud, and abuse. A central part of this effort is ensuring that businesses properly register their messaging campaigns and identities. “If you’re not registered, you’re not going to get through,” Reid noted, underscoring how compliance has become essential for message deliverability.

The conversation highlighted how many organizations still underestimate the operational and technical requirements involved in launching compliant messaging campaigns. From brand registration to campaign approval and ongoing monitoring, businesses must align with carrier frameworks to ensure messages are delivered reliably. Failure to do so can result in blocked messages, degraded performance, or reputational damage.

Reid also emphasized the customer experience dimension of compliance. Proper registration and governance not only improve deliverability but also build trust with end users, who are increasingly wary of unsolicited or suspicious messages. By ensuring transparency and legitimacy, businesses can create more effective and engaging communication with their customers.

Ultimately, Reid positioned messaging compliance not as a barrier, but as an opportunity for enterprises and service providers to differentiate through reliability and trust. As A2P messaging continues to grow as a critical communication channel, organizations that invest in proper registration and compliance processes will be best positioned to succeed.

More information about GCH Technologies and its messaging solutions is available at https://gchtech.com/.

Walker explained that AI has moved beyond simple automation and is now becoming deeply integrated into everyday communications workflows. With advances in speech recognition, natural language processing, and real-time analytics, AI can assist agents during live interactions, automate routine requests, and provide actionable insights from conversations. “AI is fundamentally changing how businesses communicate with customers and how employees collaborate internally,” Walker said.

Dialpad has focused on embedding AI directly into its cloud communications platform, allowing organizations to capture insights from voice and messaging interactions while improving productivity for employees and support teams. These capabilities help enterprises better understand customer sentiment, provide real-time coaching to agents, and streamline customer service operations.

The conversation also highlighted the broader industry shift toward AI-powered communications platforms that combine unified communications, contact center capabilities, and conversation intelligence. As organizations adopt these tools, they are looking for ways to improve efficiency while delivering more personalized and responsive customer experiences.

As enterprise leaders gathered at Enterprise Connect to evaluate the next generation of communications technologies, Walker emphasized that AI will continue to play a central role in shaping the future of collaboration and customer engagement.

Learn more about Dialpad: https://www.dialpad.com/

Patrick Wilson of Cavell

Wilson outlined how the industry is entering a new phase of maturity, where growth is no longer driven solely by seat expansion, but by value-added services, integration, and differentiation. As competition intensifies, providers are increasingly focused on delivering more complete solutions that combine communications, customer experience, and business applications.

A central theme of the discussion was the rapid rise of AI-driven capabilities, particularly in the contact center. Wilson noted that AI is moving beyond experimentation into real deployment, where it is beginning to deliver measurable outcomes—improving efficiency, enhancing customer interactions, and enabling new service models. At the same time, he emphasized that successful adoption depends on integration with existing workflows and data environments.

“We’re seeing a shift from selling seats to delivering outcomes,” Wilson said. “AI and integration are becoming the key drivers of value in this next phase of the market.”

Wilson also highlighted the continued convergence of UCaaS, CCaaS, and CRM platforms, pointing to moves by major vendors to expand into adjacent categories. This convergence is creating both opportunity and pressure for service providers, who must decide whether to specialize, partner, or broaden their own portfolios.

For partners and service providers, the message is clear: success will depend on adaptability, vertical expertise, and the ability to align technology with real business outcomes. Those that can combine communications with intelligence and workflow integration will be best positioned to compete.

As a member of the Cloud Communications Alliance, Cavell continues to provide market intelligence and strategic insight to help providers navigate this period of transformation.

Learn more: https://www.cavell.com/

Eivers explained that the telecom industry is entering a new phase where agentic AI—autonomous systems capable of taking action and executing workflows—will play a growing role in operations, customer engagement, and network management. However, he emphasized that AI success depends heavily on the quality and accessibility of underlying data. “AI is only as good as the data it’s built on,” Eivers noted, pointing out that many organizations still struggle with fragmented data environments that limit the effectiveness of their AI initiatives.

A key focus of Datatonic’s work is helping telecom providers unify and modernize their data infrastructure using cloud-native platforms. By bringing together operational, customer, and network data into a consistent architecture, service providers can unlock new capabilities such as predictive analytics, intelligent automation, and real-time decision-making across their organizations.

The conversation also explored how AI is moving beyond experimentation into production use cases across the telecom sector. From improving customer service to optimizing network performance and detecting fraud, AI-driven systems are increasingly becoming embedded in core telecom operations. Eivers stressed that companies that invest early in scalable data platforms will be best positioned to deploy these capabilities effectively.

Ultimately, the discussion highlighted a broader shift in the industry: AI is no longer just about models and algorithms—it is about data strategy, governance, and operational readiness. As telecom providers pursue digital transformation, the organizations that succeed will be those that treat data as a strategic asset and build the infrastructure needed to support intelligent, automated systems. More information about Datatonic is available at https://datatonic.com/.

Pleasant noted that artificial intelligence has become one of the dominant themes across the communications industry, influencing everything from contact center automation to collaboration platforms and customer engagement tools. Vendors are rapidly introducing AI capabilities designed to improve productivity, automate routine tasks, and provide deeper insights into communications data. “AI is becoming embedded across the communications stack, and organizations are now looking at how these capabilities can improve both employee and customer experiences,” Pleasant said.

The conversation also explored how enterprise buyers are navigating a crowded and rapidly evolving market. With a wide range of cloud communications providers, collaboration platforms, and AI-driven tools available, organizations must carefully evaluate solutions that align with their long-term communications strategies.

Pleasant emphasized that industry events such as Enterprise Connect provide a valuable opportunity for enterprises, service providers, and technology vendors to evaluate emerging solutions and better understand where the communications market is heading.

As enterprises continue modernizing their communications environments, Pleasant highlighted the importance of strategic planning and thoughtful technology adoption to ensure that AI and collaboration tools deliver measurable business value.

Learn more about COMMfusion: https://www.commfusion.com/

Bayes discussed Cisco’s newest generation of collaboration hardware, including updates to its Desk Pro platform and advanced camera technologies designed to improve hybrid meetings. These devices incorporate AI-powered capabilities such as dynamic camera framing and intelligent speaker tracking to create a more natural meeting experience for both in-room and remote participants. “We’re using AI to make meetings feel more natural, so people in the room and people joining remotely have the same experience,” Bayes said.

A key focus for Cisco is integrating intelligent video and audio technologies directly into meeting devices. By embedding AI features into hardware, organizations can automatically optimize camera views, enhance audio clarity, and adapt to changing meeting environments without requiring complex manual configuration.

The discussion also highlighted how enterprises are investing in higher-quality collaboration spaces as hybrid work becomes permanent. Modern meeting rooms must support distributed teams while maintaining consistent user experiences across different locations and devices.

As organizations gathered at Enterprise Connect to evaluate the next generation of enterprise collaboration technologies, Cisco demonstrated how AI-powered meeting devices are becoming an essential component of modern workplace communication strategies.

Learn more about Cisco: https://www.cisco.com/

Lundy explained that while cloud computing has dominated enterprise IT strategies over the past decade, the rapid rise of AI workloads is pushing organizations to rethink where data processing should occur. Running AI models in centralized cloud environments can be expensive and inefficient for many real-time applications. As a result, enterprises are increasingly moving AI workloads closer to where the data resides—at the edge. “AI runs faster when it’s closer to the data, and for many enterprises the edge is becoming the natural place to process those workloads,” Lundy said.

The conversation also explored the growing role of data sovereignty and security in shaping infrastructure decisions. Organizations in regulated industries are facing new pressures to maintain tighter control over sensitive data while still taking advantage of AI-driven analytics and automation. Edge-based infrastructure can help address these challenges by allowing enterprises to process data locally rather than sending everything to centralized cloud platforms.

Lundy emphasized that this shift does not signal the end of the cloud, but rather the emergence of hybrid architectures that combine cloud scalability with edge performance. These distributed models allow enterprises to optimize cost, performance, and security as AI applications continue to expand across industries.

As discussions at Enterprise Connect highlighted the accelerating impact of AI on communications, collaboration, and enterprise infrastructure, Lundy noted that organizations that rethink their data architecture today will be better positioned to take advantage of the next generation of AI-driven innovation.

Learn more about Aragon Research: https://aragonresearch.com/

Eldridge explained that enterprises are increasingly looking to AI-driven analytics to extract meaningful insights from the vast volume of conversations taking place across contact centers and customer engagement channels. By analyzing voice and digital interactions, organizations can identify patterns, detect compliance risks, and uncover opportunities to improve both customer satisfaction and agent performance. “Conversation intelligence allows organizations to turn everyday interactions into actionable insights that drive better outcomes for both customers and employees,” she said.

CallMiner’s platform applies advanced analytics and artificial intelligence to help companies monitor and evaluate interactions at scale. These capabilities enable organizations to identify emerging trends, improve quality management programs, and provide more targeted coaching and training for agents.

The conversation also highlighted how the rapid adoption of AI across the contact center is creating new expectations for visibility and data-driven decision making. As organizations adopt automation and AI-assisted workflows, understanding what is happening inside customer conversations becomes increasingly critical.

As Enterprise Connect continues to highlight the role of AI in enterprise communications and customer experience, CallMiner’s approach to conversation intelligence demonstrates how organizations can leverage communications data to improve performance, compliance, and customer engagement.

Learn more about CallMiner: https://callminer.com/

During the discussion, Pulver highlighted the growing significance of vCon (virtualized conversation) as a framework for capturing and structuring communications data. As organizations increasingly rely on voice, messaging, and video interactions, vCon provides a standardized format that enables conversations to be stored, analyzed, and integrated with modern AI systems. “vCon is about turning conversations into structured data that organizations can use to power new applications and insights,” Pulver explained.

Erickson discussed how CarrierX’s programmable communications platform aligns with this vision by enabling developers and service providers to build advanced voice and messaging solutions that can integrate with AI-driven workflows. By combining programmable communications with structured conversation data, organizations can unlock new capabilities in customer engagement, compliance, and analytics.

Both leaders emphasized that enterprises are beginning to recognize the strategic value of communications data, particularly as AI-driven applications become more sophisticated. Structured conversation frameworks such as vCon can provide the foundation for analyzing interactions, improving customer experiences, and building new communications-enabled services.

As discussions at Enterprise Connect continue to focus on AI, cloud communications, and data-driven innovation, the collaboration between the vCon Foundation and CarrierX illustrates how programmable communications and structured conversation data are shaping the future of enterprise communications.

Learn more about the vCon Foundation: https://www.pulver.com/vconfoundation
Learn more about CarrierX: https://www.carrierx.com/

Ignacio explained that many service providers struggle with fragmented tools and processes when managing sales pipelines, customer engagement, and service delivery. Beyond the Box addresses this challenge by providing a platform tailored specifically to the needs of the channel, allowing MSPs to manage leads, automate workflows, and maintain better visibility into their business performance. “Beyond the Box was built with the channel in mind, helping partners streamline operations while maintaining strong relationships with their customers,” she said.

The platform is designed to integrate CRM capabilities with operational workflows, helping organizations align their marketing, sales, and service functions more effectively. This integration can help partners improve customer engagement while simplifying the management of ongoing client relationships.

During the conversation, Ignacio emphasized that effective CRM systems are becoming increasingly important as MSPs grow their customer bases and expand their service portfolios. By adopting tools that are purpose-built for the channel, partners can improve efficiency and scale their operations more effectively.

As conversations at Enterprise Connect continue to highlight the importance of digital transformation and operational efficiency, solutions like Beyond the Box are helping channel partners build stronger, more organized customer engagement strategies.

Learn more about Fornix Marketing: https://fornixmarketing.com/
Learn more about Beyond the Box: https://www.btbcrm.ca/

Gianfrancesco discussed the growing importance of channel partnerships as MSPs and cloud providers look to deliver reliable, scalable communications solutions for businesses of all sizes. As organizations continue to migrate to cloud-based collaboration platforms, the role of high-quality IP phones and endpoint devices remains essential for delivering a consistent and professional communications experience.

“Snom has always focused on providing reliable, partner-friendly solutions that help MSPs and service providers deliver real value to their customers,” Gianfrancesco said. By working closely with channel partners, Snom aims to simplify deployment and ensure that partners have the tools they need to support modern cloud communications environments.

The conversation also highlighted how Snom’s device portfolio integrates with a wide range of UC and collaboration platforms, giving partners flexibility when designing solutions for enterprise, SMB, and vertical industry deployments.

As companies gathered at Enterprise Connect to explore the next generation of communications technologies, Snom emphasized its continued focus on supporting MSPs and cloud providers with dependable devices and strong channel partnerships.

Learn more about Snom Americas: https://www.snomamericas.com/

Marcotte explained that organizations across industries—particularly healthcare—are facing increasing challenges with call authentication and spam filtering. As consumers become more cautious about answering unknown numbers, legitimate business calls are often ignored or blocked entirely. “Organizations need to ensure that when they call a customer or patient, the recipient can clearly see who is calling and trust that the call is legitimate,” she said.

Numeracle helps enterprises address this challenge by providing visibility and verification tools that allow businesses to register and authenticate their phone numbers across the telecommunications ecosystem. These capabilities help organizations protect their brand identity, reduce call blocking, and improve answer rates for critical communications such as appointment reminders, patient outreach, and customer service interactions.

Marcotte also noted that many enterprises attending HIMSS are recognizing that trusted voice communications are now a strategic requirement rather than a technical afterthought. With increasing regulatory scrutiny and growing consumer awareness around fraud and spoofed calls, organizations must ensure that their outbound communications are both secure and transparent.

As digital transformation continues across healthcare and other sectors, solutions that restore trust and accountability in voice communications are becoming an essential part of modern customer and patient engagement strategies.

Learn more about Numeracle: https://www.numeracle.com/

Weis explained that healthcare providers depend heavily on phone communication to reach patients, yet many calls now go unanswered due to widespread robocalls and spoofed numbers. This creates real challenges for hospitals and clinics trying to deliver critical updates, appointment reminders, or care coordination messages. “If patients don’t trust the number calling them, they simply won’t answer—even when it’s their healthcare provider trying to reach them,” she said.

Numeracle focuses on restoring trust in voice communications through call authentication and branded calling solutions that help organizations ensure their calls are properly identified and verified. These technologies help healthcare providers increase answer rates and improve patient engagement while protecting their brand identity.

During the conversation, Weis noted that healthcare organizations attending HIMSS are increasingly aware that communication trust is now a strategic issue. With fraud and spam calls continuing to rise, providers must find ways to ensure legitimate calls reach patients reliably.

As healthcare continues its digital transformation, trusted voice communications will remain an essential component of patient engagement and care delivery.

Learn more about Numeracle: https://www.numeracle.com/

Kieller explained that the communications industry is entering a period of rapid transformation as artificial intelligence becomes embedded in unified communications, contact center platforms, and collaboration tools. Organizations are increasingly exploring how AI can automate routine tasks, assist employees during interactions, and extract insights from communications data. “AI is becoming part of the communications workflow rather than a separate tool,” Kieller said.

Another theme of the discussion was the growing complexity of enterprise communications environments. Businesses now must navigate a wide array of cloud platforms, collaboration tools, and AI-enabled services while ensuring that these technologies integrate effectively with existing systems and workflows.

Kieller also emphasized that industry events like Enterprise Connect play an important role in helping enterprises and technology providers evaluate these developments. The conference provides a venue for organizations to see emerging technologies firsthand and better understand how innovations in AI and cloud communications can impact their long-term strategies.

As enterprises continue adapting to hybrid work environments and evolving customer engagement expectations, Kieller noted that communications platforms will increasingly serve as a central hub where collaboration, analytics, and AI-driven insights come together.

Learn more about BCStrategies: https://www.bcstrategies.com/

Liem explained that as enterprises continue adapting to hybrid work environments, the quality of audio in meeting spaces has become increasingly critical. Clear, reliable audio ensures that both in-room participants and remote attendees can fully engage in meetings without technical barriers. “Audio is often the most important part of the meeting experience—if people can’t hear clearly, the entire collaboration breaks down,” she said.

Shure has focused on developing conferencing solutions that simplify deployment while delivering professional-grade audio performance. The company’s microphone and conferencing systems are designed to integrate seamlessly with modern collaboration platforms while supporting a wide range of room sizes and meeting configurations.

Liem noted that organizations are moving beyond basic conferencing setups toward more advanced systems that automatically manage audio pickup, noise reduction, and speaker clarity. These capabilities help create a consistent experience for participants regardless of where they are located.

As enterprise communications leaders gathered at Enterprise Connect to explore the future of collaboration technology, Shure highlighted the growing importance of high-quality audio infrastructure in enabling effective hybrid meetings and improving overall workplace communication.

Learn more about Shure: https://www.shure.com/en-US

McGinnis explained that contact centers are entering a new era where AI is becoming a core member of the workforce rather than simply a support tool. “AI is now capable of handling a meaningful portion of customer interactions, allowing human agents to focus on more complex and high-value conversations,” he said. This shift enables organizations to improve response times while maintaining high-quality service experiences.

Richter emphasized that the successful adoption of AI requires companies to rethink their approach to workforce strategy. “The future of the contact center is about blending human expertise with AI capabilities to create a more intelligent workforce,” he noted. Organizations that effectively combine automation with human insight can manage higher interaction volumes while delivering more personalized customer experiences.

Five9’s platform is designed to help enterprises deploy AI-driven capabilities without disrupting existing operations. These tools assist agents in real time, automate routine requests, and provide deeper analytics into customer behavior and performance trends.

As enterprise leaders gathered at Enterprise Connect to explore the next phase of communications and customer engagement, the conversation underscored how AI-powered workforce transformation is quickly becoming a defining element of modern contact center strategies.

Learn more about Five9: https://www.five9.com/

Bramson explained that Spearfish focuses on helping organizations better understand and support their frontline customer service teams by analyzing real conversations between agents and customers. Using AI-driven insights, the platform identifies coaching opportunities, highlights best practices, and provides managers with actionable data that can improve both agent performance and customer experience.

A key theme of the discussion was the importance of turning conversational data into practical intelligence. “Every interaction between an agent and a customer contains insights that can help improve performance,” Bramson said. By analyzing those interactions at scale, organizations can identify patterns that help supervisors coach agents more effectively and optimize service operations.

Bramson also emphasized that many organizations struggle with the complexity of managing large contact center teams while maintaining consistent service quality. AI-powered analytics can surface key moments in conversations, helping managers focus on the interactions that matter most rather than manually reviewing thousands of calls.

As enterprise communications leaders gathered at Enterprise Connect to explore the future of AI in collaboration and customer engagement, Spearfish highlighted how conversation intelligence can help organizations improve agent effectiveness, strengthen customer relationships, and create more data-driven contact center operations.

Learn more about Spearfish: https://spearfish.ai/

Buckle explained that enterprises are looking beyond traditional telephony toward platforms that improve employee productivity and engagement while integrating communications directly into business workflows. As organizations adapt to hybrid work models and distributed teams, unified communications systems must evolve to support collaboration across multiple locations and devices.

A key theme of the discussion was workforce experience—the idea that communications technology should make it easier for employees to connect with colleagues and customers while accessing the tools they need to do their jobs. “Organizations are realizing that the experience employees have with their communications tools directly impacts how well they can serve customers,” Buckle said.

Mitel’s strategy focuses on delivering communications platforms that combine voice, collaboration, and contact center capabilities while supporting cloud, hybrid, and on-premise deployment options. This flexibility allows organizations to modernize at their own pace while continuing to support existing infrastructure investments.

As discussions at Enterprise Connect continue to highlight the role of AI, cloud platforms, and evolving workplace expectations, Buckle emphasized that communications technology will remain central to how organizations enable productivity and deliver better customer experiences.

Learn more about Mitel: https://www.mitel.com/

“AgentOS is our agent platform that will officially launch on April first. It’s not a joke—it’s very serious.”

At the recent Enterprise Connect 2026 event in Las Vegas, Moshe Beauford, reporting for Technology Reseller News, spoke with Krešo Žmak of Infobip about the company’s latest innovation: AgentOS, a new platform designed to bring AI-powered agents into the programmable communications ecosystem.

Infobip, a global leader in CPaaS (Communications Platform as a Service), is using the rise of generative AI to expand what programmable communications platforms can do. The company announced that AgentOS will officially launch on April 1, with customers already beginning to onboard ahead of the formal release.

According to Žmak, AI has been part of Infobip’s strategy for years, long before the current wave of generative AI technologies.

“We started working with AI about eight years ago,” Žmak explained. “Back then it was natural language processing and machine learning. Now with generative AI we can move much further and enable agents that can actually participate in conversations.”

AgentOS is designed to help companies deploy AI-driven agents across multiple communications channels including messaging, voice, and digital engagement platforms. The platform builds on Infobip’s CPaaS infrastructure, allowing developers and enterprises to integrate AI capabilities directly into customer interactions.

For telecom providers, developers, and enterprises attending Enterprise Connect, the announcement reflects a broader shift underway in the communications industry. CPaaS platforms, traditionally associated with APIs for messaging and voice, are rapidly evolving into intelligent communication layers powered by AI.

By embedding AI agents directly into programmable communications workflows, Infobip aims to help organizations automate interactions, streamline customer engagement, and build more intelligent communication systems.

More information about Infobip can be found at https://www.infobip.com/.

“AudioCodes is ever-evolving,” says Sharone Ben-Levi, Vice President of Business Development at AudioCodes. “Many people know us from Session Border Controllers, but today we’re delivering a much broader portfolio of solutions.”

In a recent Technology Reseller News podcast interview conducted by Moshe Beauford, Ben-Levi discussed how AudioCodes has evolved from its long-standing leadership in enterprise Session Border Controllers (SBCs) to become a broader communications solutions provider serving the UCaaS, CCaaS, and collaboration markets.

For years, AudioCodes has played a foundational role in enterprise voice infrastructure, connecting carriers to platforms such as Microsoft Teams, UCaaS, and contact center environments. According to Ben-Levi, the company remains a market leader in SBCs, but the company’s focus has expanded significantly.

Today, AudioCodes delivers a wide range of enterprise solutions including a full contact center platform for Microsoft Teams, meeting recording and analytics tools, and collaboration insights that extract actionable intelligence from business conversations.

A key theme in the discussion was the increasing role of artificial intelligence across enterprise communications. Ben-Levi emphasized that AI is no longer just a buzzword but a practical capability being embedded across collaboration and contact center environments.

AudioCodes’ solutions now incorporate AI-driven capabilities such as meeting analysis, automated insights, and advanced content extraction from conversations. These capabilities help organizations better understand interactions, improve customer experience, and generate value from the growing volume of enterprise communications data.

Ben-Levi also highlighted the importance of the partner ecosystem. For resellers, systems integrators (SIs), and global systems integrators (GSIs), the expanding AudioCodes portfolio presents new opportunities to deliver AI-enabled communications solutions that integrate voice infrastructure, collaboration platforms, and contact center technology.

As enterprise communications continue to evolve toward AI-enhanced platforms, AudioCodes is positioning itself not just as a voice infrastructure provider, but as a strategic partner delivering intelligent communications solutions across the enterprise.

Ignacio explained that many companies invest heavily in conferences but often fail to fully capitalize on the opportunity because they lack a clear strategy before, during, and after the event. Effective trade show marketing begins well before the event itself, she noted, with outreach campaigns, meeting scheduling, and clear messaging designed to attract the right audience to a booth or presentation.

Another key factor is having a structured approach to engagement during the show. Vendors should focus not only on product demonstrations but also on meaningful conversations that identify potential customer needs and partnership opportunities. “Trade shows are about building relationships and starting conversations that continue long after the event ends,” Ignacio said.

Post-event follow-up is equally important. Companies that quickly organize and act on leads—while continuing conversations through email, social media, and content marketing—are far more likely to convert trade show interactions into real business opportunities.

As industry professionals gathered at Enterprise Connect to explore the future of enterprise communications and collaboration, Ignacio emphasized that a thoughtful event strategy can transform conferences from simple brand exposure into powerful drivers of sales pipeline and long-term industry relationships.

Learn more about Fornix Marketing: https://fornixmarketing.com/

Vasudev explained that Agentforce Service represents Salesforce’s next step in bringing autonomous AI agents into the contact center and customer experience environment. These AI-powered agents are designed to handle routine service requests, assist human agents in real time, and orchestrate workflows across enterprise systems. “Agentic AI allows organizations to move beyond simple automation and into systems that can actually reason through customer issues and take action,” Vasudev said.

The goal is to improve both efficiency and customer satisfaction by enabling AI agents to resolve common service requests quickly while allowing human agents to focus on more complex interactions. By integrating AI directly into the Salesforce platform, Agentforce Service can connect customer data, workflows, and communications across the enterprise.

Vasudev noted that enterprises are increasingly looking for AI solutions that go beyond chatbots and scripted automation. Agentic AI systems are designed to understand context, interact with multiple systems, and assist human workers in delivering more personalized customer experiences.

As industry leaders gathered at Enterprise Connect to explore the future of enterprise communications and AI-powered collaboration, Salesforce highlighted how agentic AI platforms like Agentforce Service could redefine how organizations manage customer engagement and service delivery.

Learn more about Salesforce: https://www.salesforce.com/

Winnett explained that Wildix has focused on building a fully integrated communications and collaboration platform designed to simplify deployments for partners while delivering advanced capabilities for businesses. Rather than relying on multiple third-party integrations, the company emphasizes a tightly integrated approach that combines voice, messaging, video, and customer engagement tools within a single platform.

A major topic at Enterprise Connect was the growing role of artificial intelligence in enterprise communications. Winnett noted that AI is increasingly being applied to improve workflows, assist users during conversations, and deliver deeper insights from communications data. “AI is becoming a natural extension of communications platforms, helping organizations automate routine tasks and improve how teams interact with customers,” he said.

Winnett also highlighted the importance of the partner ecosystem in bringing modern collaboration solutions to market. Wildix’s partner-focused model enables MSPs and channel providers to deliver unified communications solutions that are easier to deploy and manage while creating new opportunities for recurring revenue.

As organizations continue shifting toward cloud-based communications and AI-enhanced collaboration tools, discussions at Enterprise Connect underscored how platforms like Wildix are helping partners and enterprises adapt to the next phase of digital workplace transformation.

Learn more about Wildix: https://www.wildix.com/

Pulver explained that vCon—short for “virtualized conversations”—is a framework designed to capture and structure conversations from voice, video, and messaging systems into standardized data objects. These conversation records can then be analyzed, stored, and integrated into enterprise workflows. “Conversations are one of the richest sources of enterprise data, but historically they’ve been unstructured and largely lost once the interaction ends,” Pulver said.

As AI becomes embedded across unified communications, contact centers, and collaboration tools, structured conversation data becomes increasingly valuable. The vCon framework enables organizations to treat conversations as durable digital assets that can support analytics, compliance, training, and automation initiatives.

Pulver emphasized that enterprises already generate vast amounts of conversational data every day through calls, meetings, and messaging platforms. By capturing those interactions in a structured format, organizations can unlock insights that improve customer engagement, operational efficiency, and decision-making.

As discussions at Enterprise Connect increasingly center on AI-driven communications platforms, Pulver believes structured conversation frameworks like vCon will play an important role in enabling organizations to transform everyday communications into actionable data that powers the next generation of intelligent business applications.

Learn more about the vCon Foundation: https://www.pulver.com/vconfoundation