“AI, cloud communications, and mobile-first design are reshaping what voice means in a retail setting, and why this shift represents a major opportunity for the telecom channel,” says Paul Birkin, Chief Technology and Product Officer at VoCoVo.

In this Technology Reseller News podcast, Paul Birkin of VoCoVo discusses how retail communications are moving beyond the traditional telephone system and becoming part of a broader connected-store environment. In that model, voice is no longer just a way to make or receive calls. It becomes the real-time interface between frontline retail associates, AI platforms, inventory systems, customer service tools, security systems and store operations.

Birkin explains that retail associates often need immediate answers while they are standing in front of a customer. A shopper may ask whether an item is in stock, whether a product is vegan-friendly, whether a garment is made of cotton, or whether a promotion applies. Traditionally, the associate might need to leave the customer, find a terminal, check with a manager, or search for someone with more experience.

VoCoVo’s approach is to bring that information directly into the associate’s ear. The associate asks a question by voice. VoCoVo converts that voice into text, connects into the retailer’s AI platform, receives the answer, converts it back into voice, and delivers it to the associate in near real time.

The result is a more informed associate, a better-served customer, and a faster retail interaction.

The conversation also explores how this same connected voice layer can support broader store operations. Birkin describes VoCoVo as sitting at the heart of the connected store, linking associates to call points, stock systems, automated alerts, refrigeration systems, cameras, and other store technologies. A failed fridge, a low-stock alert, a customer request, or a security notification can all be routed to the right person at the right time.

For telecom resellers and channel partners, the opportunity is clear. Retailers are looking for ways to improve customer service, make frontline teams more productive, and integrate AI into real-world operations. VoCoVo shows how voice can become the practical bridge between AI systems and the people working on the shop floor.

Learn more at www.VoCoVo.com

By Doug Green

“You’ve got to be building with the future in mind, and experienced people will get you there,” said Julie Thiel, TTS Company.

For many MSPs and growing technology firms, hiring often begins with a familiar question: should the company hire for potential, or should it bring in experienced people who can contribute immediately?

In this Technology Reseller News podcast, I spoke with Julie Thiel of TTS Company about that question and why hiring decisions should be tied to the future direction of the business, not just the immediate need to fill a seat.

Thiel said that while potential matters, companies should be careful not to underestimate the value of experience. Experienced people can often see around corners, help a company avoid common mistakes, and bring structure to areas where a growing business may still be informal or reactive.

That is especially important for MSPs, where owners and managers are often wearing multiple hats. A smaller company may delay hiring an experienced HR, operations, sales, or technical leader because it feels expensive. But Thiel said that the right hire can help the business mature, scale, and serve customers more effectively.

The discussion also focused on the risk of hiring only for the problem of the moment. A company may need help today, but the better question is what kind of organization it is trying to become. Hiring should support that larger vision.

For MSPs, that may mean looking for people who understand process, customer relationships, compliance, service delivery, and long-term growth. It may also mean recognizing when a role needs someone who has already been through similar challenges.

Thiel emphasized that experience does not mean ignoring culture or adaptability. A strong hire still has to fit the company, work well with the team, and understand the pace of a growing business. But when experience and fit come together, the result can be a hire who helps the company grow faster and with fewer missteps.

As we closed the conversation, Thiel said MSPs and growing technology firms should think about hiring not only as a way to fill today’s needs, but as a way to build for the future.

“You’ve got to be building with the future in mind, and experienced people will get you there,” said Thiel.

For MSPs and business owners who are beginning to think through hiring, HR questions, or long-term team building, Thiel offers free 30-minute discovery calls.

Learn more at: https://thettscompany.com

Julie Thiel can also be found on LinkedIn as Julie M. Thiel.

“We’re really innovating the modern desktop, and this is just the beginning of the roadmap we’ve got planned,” said Matt Dargis, CRO of Plugable.

In a Technology Reseller News podcast, I spoke with Lynn Murphy, CEO of Plugable, and Matt Dargis, CRO of Plugable, about how the company is expanding from its leadership in docking stations and PC peripherals into a larger channel opportunity built around the modern desktop, hybrid work, fleet refresh, and local AI.

Plugable, founded in 2009 in Redmond, Washington, is best known as a leading third-party docking station provider in North America. The company has built its reputation around deep compatibility testing, especially in mixed environments where businesses may be supporting different laptop brands, monitor types, operating conditions, and end-user needs.

Murphy said that mixed environments are now the norm. From 4K and 8K monitors to diverse laptop fleets and hybrid workplace setups, businesses need products that simply work. That has become a defining part of Plugable’s value proposition: reducing complexity at the desktop and helping partners deliver reliable solutions.

The channel opportunity is expanding as organizations refresh aging fleets, prepare for AI-enabled workstations, and rethink the desktop as a productivity platform. Murphy noted that Plugable’s recent minority investment from Acer Gadget will help the company scale faster, expand internationally, and accelerate new product categories.

One of the most important areas of focus is local AI. Plugable has launched a secure local AI enclosure with a software stack designed to enable plug-and-play AI at the desk. Murphy said this gives partners a way to help customers begin with proofs of concept and move toward broader adoption, especially where repetitive workloads, private data, or compliance concerns make local AI attractive.

“There is going to be a portion of the spend that moves to local, and that is repetitive and private data,” Murphy said.

For MSPs and channel partners, the opportunity is not only in hardware sales but also in integration, support, managed services, proof-of-concept work, and ongoing customer engagement. Murphy pointed to use cases in law firms, public sector organizations, federal environments, doctor’s offices, and distributed enterprises where local AI may offer a practical complement to cloud AI.

Dargis said Plugable is a channel-first company and is investing in resources to create demand for partners. That includes evaluation units, public sector and enterprise support, government vehicles, K-12 contracts, and partner selling motions designed to bring opportunities back to the channel.

“We view it as our job to embrace and engage with the customers and help the channel versus rely on the channel to do all that work,” Dargis said.

The company is also focused on making the category easier for partners to sell. Plugable sees peripherals not as simple accessories, but as part of a broader desktop strategy involving productivity, asset management, compatibility, and support.

For partners that may not yet be comfortable selling in this category, Dargis said Plugable is inviting conversations. The company’s roots in digital commerce, customer education, and compatibility-driven support give it a foundation for helping partners serve everyone from small offices to global enterprises.

As the workplace continues to change, Plugable is positioning the modern desktop as a growth opportunity for the channel. The company’s message is that docks, peripherals, fleet refresh, and local AI are converging into a new desktop conversation—one that partners can lead.

Learn more at: https://plugable.com

“Recovery is only the last line of defense.”

That comment from Rick Hebly, Senior Director of Platform Marketing at Acronis, captures the larger strategy behind Acronis Cyber Frame. This is not simply a new infrastructure platform. It is Acronis making a clear move to help MSPs and service providers build their own Partner Cloud — and keep ownership of the customer relationship.

In a recent Technology Reseller News podcast, I spoke with Hebly about the launch of Acronis Cyber Frame and why Acronis believes service providers need a more profitable, reliable and protected way to deliver infrastructure-as-a-service.

The key idea is control. For many MSPs, the cloud opportunity has too often meant reselling someone else’s infrastructure, under someone else’s brand, with someone else owning much of the customer experience. Cyber Frame changes that equation by giving service providers a way to deliver IaaS under their own relationship, their own service model and their own margin structure.

Hebly explained that Acronis has evolved over the past 23 years from backup and recovery into a broader cyber protection company. The company moved from traditional software delivery into cloud platforms, then into a managed service provider model with multi-tenant delivery from data centers around the world. The next major transition, he said, was from data protection to cyber protection.

That evolution matters because infrastructure is no longer just about compute, storage and networking. For MSPs, the opportunity is to create a cloud offering that is protected from the start, easier to manage and aligned with the way service providers actually go to market.

Acronis Cyber Frame brings virtual machines, storage, networking, backup, disaster recovery, security, threat protection and management into a single platform. Rather than forcing MSPs to assemble multiple tools and vendors, Cyber Frame gives them a more unified foundation for delivering infrastructure services.

The larger message is that MSPs do not have to surrender the cloud relationship to hyperscalers or legacy infrastructure providers. With Cyber Frame, Acronis is positioning the service provider as the center of the customer relationship — not just the reseller, but the trusted operator of the customer’s cloud environment.

That may be the most important part of the launch. Cyber Frame is about more than IaaS. It is about helping MSPs create their own Partner Cloud, protect it by default, and build recurring revenue around infrastructure they can own, manage and monetize.

Learn more at: https://www.acronis.com/

“What stands out in this research is not a lack of intent, but a gap between ambition and execution,” said Roary Stasko, CEO of Telstra International.

A new Economist Impact study supported by Telstra International finds that organizations in the United States, the United Kingdom and Germany are materially underprepared for large-scale digital disruption. In this Technology Reseller News podcast, Roary Stasko, CEO of Telstra International, joined us to discuss what that means for enterprises, service providers and the wider technology community.

The study’s central finding is clear: the biggest weakness is not simply outdated technology. The deeper issue is that many organizations do not yet have the governance, coordination, visibility and partner readiness needed to respond when digital disruption spreads across suppliers, infrastructure and external dependencies.

Stasko described Telstra International as the global arm of Telstra, with more than 75 years of experience in international connectivity and subsea infrastructure. The company operates more than 400,000 kilometers of subsea cable and plays a major role in connecting the U.S. to Asia, Asia to the U.S., and Australia across the wider global network.

That global infrastructure role gives Telstra International a front-row view of digital resilience as a business issue, not just a technical one. The Economist Impact research found that only 25% of organizations across the surveyed markets say their responses to digital disruption go according to plan. The study also found that only 21% have a dedicated team responsible for delivering digital resilience initiatives.

For technology resellers, MSPs, CSPs and enterprise technology leaders, the message is important. Resilience can no longer be treated as a periodic IT exercise or a narrow cybersecurity project. It needs to become a board-level business capability that is tested across the full ecosystem, including partners, suppliers, cloud platforms, communications networks and critical infrastructure.

The research also highlights a major gap between internal confidence and external readiness. Organizations may feel relatively confident about their own cybersecurity plans or regulatory frameworks, but confidence drops sharply when disruption involves external dependencies. That is where weak information sharing, limited joint testing and unclear partner governance can turn a disruption into a larger operational failure.

Legacy infrastructure remains another challenge. While many organizations have modernized parts of their technology environment, older systems still support large portions of enterprise operations. That makes it harder to design resilience into systems from the beginning and harder to recover quickly when disruptions occur.

The rise of AI adds another layer of urgency. As AI workloads increase demand on networks, data centers, energy systems and water resources, resilience planning must account for more than cyber threats. Physical infrastructure, climate-related risk, power availability and communications continuity are now part of the same conversation.

The podcast explores why digital resilience must move from intention to execution. The organizations that perform best will be those that assign clear ownership, test across their ecosystem, modernize infrastructure, and build resilience into the way they operate every day.

Learn more at: https://www.telstrainternational.com/en/news-research/articles/organisations-in-the-us-uk-and-germany-unprepared-for-large-scale-digital-disruption

“These are purpose-built devices,”

In the latest episode of the TELCLOUD POTS and Shots Podcast Series, Doug Green, Publisher of Technology Reseller News, speaks with Jacoby about the hardware that makes modern POTS replacement possible.

Jacoby showcases two TELCLOUD devices: the POTScast 8 LTE PC228 LTE, which supports eight analog lines, and the POTScast 2 LTE PC222 LTE, which supports two. Both are designed to support legacy and life-safety systems such as elevators, fire alarms, security systems, fax lines, SCADA applications, modems, and emergency phones as copper lines are phased out.

The POTScast platform combines analog support with modern LTE and WAN connectivity, including broadband, Wi-Fi as WAN, satellite, and cellular. Each device includes 24-hour battery backup, helping ensure that critical communications continue even when building power fails.

Jacoby also explains TELCLOUD’s modular design. Because cellular signal is often weak inside telecom rooms, TELCLOUD supports Power over Ethernet, allowing routers from partners such as Ericsson, Peplink, Digi, InHand, ATEL, and Seego to be placed up to 250 feet away for better reception.

The episode closes with the Shots segment, featuring Herencia Historico Grand Reserve Extra Añejo, a five-year-aged, small-batch tequila from Jalisco presented in a distinctive handcrafted bottle.

For more information, visit telcloud.com or call 844-900-2270.

“Many companies don’t even realize they’re out of compliance until someone takes a close look at how customer interactions are actually being handled,” said Todd Chisholm, president of IFT Solutions.

In a recent Technology Reseller News podcast, I spoke with Todd Chisholm, president of IFT Solutions, about the company’s new IFT Fortitude program and why MSPs have an opportunity to bring compliance-focused customer service assessments to business clients in regulated industries.

IFT Solutions operates as a business process outsourcing company, providing services that range from customer service and collections to front-end sales support. The company also brings a consulting practice to the table, helping organizations assess whether their customer-facing operations, whether handled internally or outsourced, are meeting compliance expectations in an increasingly complex regulatory environment.

That consulting expertise is now being packaged into IFT Fortitude, a program designed to let MSPs offer a white-labeled compliance assessment to their end-user customers. The goal is to help businesses determine whether their in-house or outsourced customer service teams are adhering to data privacy and other regulatory requirements.

The timing makes sense. MSPs are increasingly serving customers in verticals where compliance is not optional, yet many of those customers may not realize how exposed they are. A company might have solid intentions and good people in place, but still fall short because processes have evolved unevenly, vendors have changed, or customer interactions are not being reviewed through a compliance lens. In many cases, risk builds quietly in day-to-day operations until an audit, complaint, or incident reveals the gap.

Chisholm explained that this is where the MSP can provide more than technology support. By working with IFT, partners can bring a practical assessment service into customer accounts and help identify weaknesses before they become business problems. That creates a new advisory conversation for the MSP while addressing a real operational need for the customer.

The Fortitude program is especially relevant in markets where customer communications are tightly tied to privacy, documentation, and process controls. Financial services is an obvious fit, but the broader opportunity extends to any organization handling sensitive customer information or operating in a regulated environment. Healthcare, insurance, and other service-intensive verticals are also likely candidates.

For partners, the program offers a way to add value without having to build a compliance practice from scratch. IFT provides the assessment framework and expertise, while the MSP can position the service under its own brand and bring it to existing customers as part of a broader trusted advisor relationship.

The larger message from the conversation is that compliance is becoming a business operations issue as much as a legal or technical one. Customer service processes, scripts, escalation paths, and outsourced workflows all matter. MSPs that help customers see that more clearly may find a strong opening for new services and deeper client engagement.

For channel partners looking to expand beyond traditional IT support, IFT Fortitude points to a useful direction: practical, white-labeled services that help customers reduce risk while strengthening the MSP’s role in the account.

Learn more: https://telecomreseller.com/2026/04/21/integrated-financial-technologies-launches-ift-fortitude-to-assess-customer-service-compliance/

“We started our business to help these independents, give them the technology not just to compete but to level the playing field.”

In a recent Technology Reseller News podcast, I spoke with Ellie Katz, CEO of National Retail Solutions, about a shift that is opening new opportunities for independent retailers. The conversation focused on how kiosks and delivery platform integrations with services such as DoorDash, Uber, Uber Eats, and Grubhub are helping bodegas, tiendas, corner stores, and other neighborhood retailers reach customers in ways once associated more with larger chains and restaurant brands.

What stood out in the discussion was the scale of the opportunity. Katz noted that many smaller retailers are generating meaningful business through these platforms, showing that digital commerce is no longer reserved for national brands or big-box operators. For local stores, the combination of ordering technology, delivery access, and customer convenience is changing what is possible.

Katz framed this as part of the original mission behind National Retail Solutions. The company, he said, was built to equip independent retailers with tools that help them operate more competitively in a changing market. That now includes much more than traditional point-of-sale functionality. It means giving store owners access to the kinds of commerce, fulfillment, and customer-engagement tools that can help them serve modern buying habits.

The discussion also highlighted an important change in how people should think about small retail. Consumers increasingly expect convenience, digital ordering, and delivery options everywhere. As Katz explained, independent stores are proving they can meet those expectations when the right technology is put in place. That is helping smaller operators strengthen customer relationships and participate more fully in the on-demand economy.

For the channel, the message is clear. There is a real opportunity in helping independent retailers adopt practical, revenue-producing technology. What once may have seemed out of reach for a neighborhood store is now becoming part of a broader digital toolkit.

National Retail Solutions is positioning itself at the center of that change, helping independents use technology not simply to keep up, but to compete on a far more level field.

Learn more: https://nrsplus.com/

@Doug Green

“Let’s empower them to be confident in being able to provide good service,” said Gidi Adlersberg, Head of the VOCA CIC business line at AudioCodes.

In a recent Technology Reseller News podcast, I spoke with Adlersberg about how conversational AI is being applied in real enterprise environments and how channel partners and MSPs can monetize AI while improving both customer experience and employee experience.

AudioCodes is well known in the market as a voice company with deep roots in enterprise communications infrastructure. As Adlersberg explained, the company spans everything from connectivity to AI, serving enterprises, service providers, and channel partners with both traditional voice infrastructure and newer voice AI solutions. That broad background gives AudioCodes a practical perspective on where AI fits and where it can deliver measurable value.

A key theme in the discussion was that many customer service journeys today are still frustrating by design. Too often, callers are routed through systems intended to keep them from ever reaching a live person, even when the recorded prompts suggest otherwise. That disconnect between what companies say and what customers actually experience creates friction, dissatisfaction, and missed opportunities.

Adlersberg said AudioCodes is focused on addressing those pain points step by step. Rather than claiming to solve every behavioral issue directly, the company’s approach is to remove the obstacles that keep employees from delivering the service customers actually need. The goal is to make teams more confident, more responsive, and better equipped to handle the calls that matter.

That is where the broader value of VOCA CIC comes into view. The platform is not simply about adding AI for its own sake. It is about helping organizations improve outcomes in both CX and EX, customer experience and employee experience, by using AI in ways that are grounded in the reality of business communications.

For the channel, that creates a meaningful opportunity. Partners and MSPs are looking for ways to bring AI to market in forms customers can understand, deploy, and measure. AudioCodes is making the case that conversational AI can be monetized when it is tied to practical use cases, clear service improvements, and better day-to-day communications performance.

This conversation is part of an ongoing series with AudioCodes on conversational AI and the customer calling experience. What continues to stand out is that AudioCodes is approaching the market not as an AI newcomer, but as a company extending long-established voice expertise into a new generation of intelligent communications.

Learn more: www.audiocodes.com

“Deterministic is more black and white, and we feel that it’s a much better approach, not only from a scalability and cost perspective, but also it has a lot greater efficacy.”  In this CCA podcast, I spoke with Gerry Christensen, associate founder of ICA AI, about the company’s approach to AI-driven communications and the growing interest it is seeing following the MVNO show in Miami. The conversation offered a useful look at how ICA AI is positioning itself in a crowded AI market by focusing on a more structured and predictable model for communications technology.

Christensen began by explaining that ICA stands for Intelligent Communications Assistant. At its core, ICA AI is a technology and infrastructure company applying AI to communications in a way that is designed to be practical, scalable, and dependable. Rather than leaning on the probabilistic models that dominate much of today’s AI conversation, Christensen said the company is focused on deterministic AI.

That distinction is central to ICA AI’s message. Christensen described deterministic AI as more “black and white,” arguing that it provides clearer and more reliable outcomes than systems based primarily on probabilities. In his view, that creates important advantages not only in cost and scalability, but also in overall effectiveness. For communications environments, where trust and accuracy matter, that difference can be significant.

The point becomes even more relevant in industry verticals where privacy and security are essential. Christensen cited areas such as financial services and healthcare, where organizations need communications technologies that can operate with a higher degree of certainty and control. In those settings, AI is not simply about automation or novelty. It must support real business processes while meeting serious operational and compliance expectations.

The discussion also reflected growing market interest in ICA AI’s approach. Coming out of the MVNO show in Miami, Christensen suggested that the company is seeing momentum as service providers and industry participants look for practical AI solutions that fit within real telecom infrastructure. That is an important signal in a market that is still working to separate useful, deployable AI from broader hype.

What makes ICA AI’s story worth watching is that it points to a different framing for AI in telecom. The opportunity is not just to make systems more automated. It is to make communications systems more trusted, more predictable, and better aligned with the requirements of industries where errors and ambiguity carry real consequences.

This podcast continues an important conversation about where AI is headed in telecom and why the next phase may be defined less by flashy claims and more by dependable outcomes.

Nawbatt challenged the common narrative that AI alone is responsible for job displacement, suggesting instead that many workforce changes were already underway and are now being accelerated by technology. “AI isn’t creating the disruption—it’s exposing and accelerating decisions that were already in motion,” she explained.

The conversation focused on the need for a new mindset—what Nawbatt calls the “CodeBreaker Mindset”—which encourages individuals and organizations to adapt, question assumptions, and embrace continuous learning. Rather than viewing AI as a threat, she emphasized the importance of understanding how to work alongside it, leveraging its capabilities while strengthening uniquely human skills such as creativity, judgment, and empathy.

Nawbatt also discussed how businesses must rethink talent strategies, moving beyond traditional roles and job descriptions to more fluid, skills-based approaches. This shift requires leaders to invest in upskilling and to create cultures that support experimentation and innovation.

As AI continues to transform industries, Nawbatt’s perspective offers a clear message: success will depend less on resisting change and more on developing the mindset to navigate it effectively.

Learn more about The CodeBreaker Mindset™: https://www.chitranawbatt.com/

“Think of it as the easy button—if you don’t want to deal with the complexity, we can take care of it for you,”

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 but often overlooked element of POTS replacement: billing, compliance, and selling the service—not just the infrastructure.

As legacy copper lines are phased out globally, businesses must replace POTS lines that support life-safety and mission-critical systems such as fire alarms, elevators, security panels, and emergency phones. While much of the conversation has focused on technology and deployment, Jacoby explains that billing and regulatory compliance can be just as important—and just as complex.

Because POTS replacement services fall under telecommunications regulations, partners who wish to bill customers directly must meet strict requirements, including registering as a 499 filer with the FCC and implementing sophisticated tax and billing engines capable of calculating and remitting federal, state, and local telecom taxes correctly.

Jacoby notes that many partners initially underestimate this complexity. “You can’t just mark it up and bill it,” he explains. “You have to be a registered telco, and you have to get the taxes right.” For organizations not prepared to take on this responsibility, TELCLOUD offers a streamlined alternative.

Through its full-service, white-label model, TELCLOUD acts as the registered telecom provider, handling billing, tax compliance, and reporting on behalf of the partner. This allows MSPs and trusted advisors to focus on customer relationships while remaining fully compliant. For partners already operating as telecom providers, TELCLOUD also supports a wholesale model that allows them to manage billing independently.

The approach reinforces TELCLOUD’s core strategy: enabling partners to sell a fully managed service, rather than navigating the complexities of infrastructure, regulation, and billing on their own. At the same time, the partner retains full ownership of the customer relationship, ensuring continuity and long-term account growth.

As copper shutdowns accelerate, Jacoby emphasizes that the opportunity extends across the entire channel—from experienced telecom providers to MSPs entering the space for the first time. With flexible engagement models and built-in compliance support, TELCLOUD is helping partners quickly bring reliable POTS replacement solutions to market.

The episode concludes with the series’ signature Shots segment, where Jacoby highlights Cenote Reposado, a traditionally crafted sipping tequila praised for its quality and accessibility—continuing the series’ blend of telecom insight and tequila appreciation.

For more information, visit telcloud.com or call 844-900-2270.

“V70 is the kind of release that shows how fast business communications is evolving—and how Vodia is evolving with it.”

In this Technology Reseller News podcast, I spoke with Eric Altman of Vodia about the company’s new PBX V70 release and why it matters for partners, service providers and the broader business communications market. Vodia develops phone system software and sells through the channel, with partners combining the software with SIP trunks, phones and related services to deliver complete solutions to customers. The platform can be deployed in the cloud or on premises, although cloud deployment continues to be the dominant direction for the market.

What stands out about V70 is that this is not just another version update. Vodia is positioning it as a major redesign, led by a completely revamped Admin Portal built for speed, clarity and easier day-to-day management. The company says the new interface is designed to help administrators find settings faster, make changes more confidently and manage one tenant or hundreds with less friction and fewer errors.

The AI story is also central to the release. Vodia says V70 brings built-in AI capabilities into the core platform experience, including AI-assisted PBX administration, AI voice agents and automation designed to reduce repetitive setup work. On the V70 page, the company describes AI as a way to turn routine configuration into a more conversational process, while also improving call handling through digital receptionist capabilities and intelligent workflows.

That is an important point for the channel. The value proposition around business communications is no longer only about voice. It is increasingly about visibility, automation and control. V70 adds real-time dashboards, customizable wallboards, agent activity views, queue analytics and call recording and transcription tools that give partners and customers more insight into system performance and user activity.

There are also practical enhancements aimed squarely at operational efficiency. Vodia says V70 includes smarter alerts, multicore and multithreaded performance improvements, centralized provisioning, system snapshots, cross-tenant presence and WhatsApp integration as an additional messaging channel. Taken together, those additions show a platform that is being shaped not just for core telephony, but for broader communications management in modern customer and business environments.

For MSPs, resellers and service providers, that makes this release especially relevant. A platform that is easier to administer, stronger under load and increasingly infused with AI gives partners more ways to differentiate their offers and support customers at scale. The larger takeaway from my conversation with Altman is that Vodia sees the PBX evolving into something more intelligent and more operationally valuable than the traditional phone systems of the past.

Learn more at: https://web.vodia.com/pbx-v70

That was how Rob Garry, founder of The POTS Box, described the legacy POTS line problem in a recent Technology Reseller News podcast with Doug Green. It was a concise way of capturing both the age of the infrastructure and the urgency of the opportunity now facing partners and customers alike.

Garry made clear that this is not a narrow or fading issue. Instead, he presented POTS replacement as a broad-based managed services opportunity for resellers and partners serving organizations that still depend on legacy copper lines for critical functions. As he explained, “We’ve put together a managed service for replacing old POTS lines… and we’ve put a program in to enable resellers and partners to do it with their end user customers.”

That combination of need and enablement is what makes the market significant. Many businesses and facilities continue to rely on old analog lines for systems that cannot simply be ignored or switched off. In many cases, the infrastructure behind those services is not just old, but rooted in an earlier era of communications. As Doug Green noted during the interview, some of these systems reflect technologies that date back nearly a century.

The conversation positioned The POTS Box as a practical answer to that reality. Rather than treating POTS replacement as a one-off hardware transaction, the company has built a managed service approach designed to simplify the transition away from copper while helping partners deliver that change to their customers in a structured way.

That matters for the channel. POTS replacement is not just a matter of removing obsolete technology. It is an opportunity to solve a real operational problem for customers while creating ongoing value through service, support, and modernization. For partners, that means a chance to step into a pressing need with a solution that is understandable, necessary, and tied to long-term infrastructure change.

The interview also served as a useful reminder that, while much of the technology industry’s attention is currently focused on AI and cybersecurity, there are still major opportunities in helping customers address older foundational systems that no longer fit current realities. POTS replacement remains one of those opportunities: concrete, urgent, and widely relevant across many customer environments.

For partners looking for a broad-based opportunity with real-world customer impact, Garry’s message was straightforward. The need is still here, the infrastructure is still aging, and the market for replacement remains active.

Learn more: The POTS Box: https://thepotsbox.com/

“Culture over capital wins.”

That was one of the defining ideas in my recent Technology Reseller News podcast with Tyler Merritt of UneeQ, and it captures a major shift now underway in AI. The conversation took place as UneeQ announced new internal results that point to an estimated 127x return on its AI investment and a broader operating framework for companies looking to turn AI into measurable business value.

In the podcast, the discussion centered on something many companies are still trying to figure out: how to move beyond AI experimentation and actually monetize it. UneeQ’s announcement argues that the winners in this next phase will not necessarily be the largest or best-funded organizations, but the ones that can adapt fastest and build AI into daily operations.

According to UneeQ, the company has achieved these results with fewer than 50 employees, while unlocking an estimated $4.2 million in annual capacity revenue. The point, however, is larger than the numbers alone. UneeQ is making the case that AI changes how work gets done, how teams are structured, and how quickly a company can move when it is no longer limited by traditional workflow boundaries.

The company points to several specific operational gains. These include 30 to 50 percent faster structured document production, up to a 90 percent reduction in manual reporting effort, and engineering output gains that UneeQ estimates at three to ten times through AI-augmented workflows. Just as importantly, UneeQ says non-technical team members are now able to build functional automations, reflecting a broader shift in capability across the organization.

UneeQ has also formalized six internal principles to guide adoption across the company: AI competence, personal growth ownership, critical thinking, output accountability, ethical use, and data protection. That part of the announcement is especially important. It suggests that the company sees AI not as a replacement for judgment, but as a force multiplier that still requires human responsibility and discipline.

For the Technology Reseller News audience, the message is clear. AI is moving from demo to operating strategy. Organizations that can connect AI to workflow, accountability, and revenue may be in a much stronger position than companies that are still treating it as a side project.

As Tyler put it, “The companies that win in the AI era will not be the biggest, they will be the fastest to adapt.” That may be the defining lesson here. The competitive edge may no longer go automatically to the largest enterprise. It may go to the company that can change its culture, move quickly, and make AI part of the way work actually gets done.

Learn more: https://www.digitalhumans.com/blog/uneeq-reveals-staggering-ai-roi-2026

Turner explained that while large enterprises have long benefited from sophisticated SEO and digital presence tools, small businesses have lacked affordable, easy-to-use solutions. TransUnion’s Digital Business Profile addresses this gap by providing a centralized portal where businesses can input and manage their core information—hours, services, locations, and more—and distribute it across approximately 80 platforms. “It really comes down to simplicity and affordability—giving even the smallest business the ability to be properly represented,” Turner said.

The conversation highlighted how the rise of AI-driven search is reshaping digital discovery. Instead of relying on a handful of major platforms, AI systems now pull data from a wide range of sources, making consistency across all listings critical. TransUnion’s platform ensures that verified, trusted data is distributed broadly, improving both search accuracy and business rankings while reducing the burden on business owners.

Trust and security are central to the solution. Turner noted that inaccurate or fraudulent listings—such as keyword stuffing or fake business identities—can harm both consumers and legitimate businesses. By verifying business identities and maintaining trusted integrations with major platforms, TransUnion helps protect users while preserving business reputations. This approach also aligns with the company’s broader trusted communications initiatives, including branded calling and robocall mitigation.

TransUnion is bringing the solution to market through both direct channels and partnerships, including telecom providers and MSPs that can bundle the service into their offerings. By combining identity management, search visibility, and trusted communications, the Digital Business Profile represents a new step in extending enterprise-grade capabilities to the small business market.

Learn more about TransUnion: http://www.transunion.com/business

“The question is no longer whether an attacker gets in—it’s how far they can go.”

In a recent Technology Reseller News podcast, I spoke with Doug Merritt, CEO of Aviatrix, about the company’s latest platform launch and a broader shift in cybersecurity strategy he calls the “Containment Era.” Aviatrix operates at the architectural layer of cloud environments, focusing on how systems, applications, and workloads communicate—where security outcomes are ultimately determined. As Merritt explains, the industry is moving beyond the assumption that breaches can always be prevented. Instead, the focus must shift to controlling what happens after a breach by defining exactly what each workload is allowed to reach and enforcing those boundaries consistently. The result is a model where lateral movement is restricted and risk is managed by reducing blast radius rather than relying solely on detection.

A major driver behind this shift is the rapid rise of AI. According to Merritt, AI has dramatically accelerated both vulnerability discovery and exploitation, shrinking the window between exposure and attack and making traditional response models less effective. At the same time, attackers are increasingly using legitimate credentials, trusted code, and authorized pathways, blending malicious activity into normal operations and making detection far more difficult. Compounding the issue, autonomous AI agents can now operate across systems, increasing both scale and risk. This combination defines the Containment Era—a model where the key question is not whether an attack gets in, but how far it can spread.

The Containment Era represents a shift from detection-first security to containment-first architecture. When threats are indistinguishable from legitimate activity, the defining variable becomes lateral movement—how far a compromised workload, identity, or AI agent can reach. Containment addresses this by enforcing strict communication controls so that systems can only access what they are explicitly permitted to reach. Even if a breach occurs, its impact is limited by design, requiring enforcement to move into the network and infrastructure layer rather than relying solely on edge or endpoint tools.

To support this shift, Aviatrix has introduced new capabilities within its Cloud Native Security Fabric. The platform delivers workload-level containment by enforcing precise communication policies across cloud environments without requiring agents or code changes. Key capabilities include consistent enforcement across clouds, regions, and compute environments; Zero Trust controls for AI workloads; default-deny policies to eliminate shadow AI and unauthorized connections; AgentGuard visibility into AI workloads; and integration with partners to secure both AI behavior and access. The goal is to reduce blast radius while maintaining flexibility for modern, distributed applications.

For enterprise and service provider leaders, the takeaway is clear: AI has fundamentally changed the threat landscape. The first step is understanding exposure—specifically, how far a compromise could spread—followed by measuring and managing blast radius as a core security metric. Architectural controls that limit workload communication need to become standard in cloud design, and security and infrastructure teams must align around containment as a shared responsibility. As AI adoption accelerates, governing how systems connect and interact will become increasingly critical, and the organizations that move early will be best positioned to harness AI while keeping risk contained.

Learn more: https://aviatrix.ai/

“AI is ready to enforce decisions at scale—but it’s not ready to make them.”

In a recent Telecom Reseller podcast, I spoke with Chris Bonavita, Vice President of Strategy and Technology Adoption at GTT Communications, about one of the most important—and often misunderstood—shifts happening in AI-driven cybersecurity.

As enterprises move aggressively toward autonomous AI inside the Security Operations Center (SOC), Bonavita argues the industry is getting ahead of itself. The problem isn’t whether AI is powerful—it clearly is. The problem is where that power is being applied.

Today’s AI is exceptionally good at ingesting massive volumes of data, identifying patterns, detecting anomalies, and executing defined tasks at machine speed. In the SOC, that translates into real, measurable value. AI is already improving threat detection, accelerating response times, and reducing the burden of repetitive operational work.

But there is a line—and according to Bonavita, the industry is starting to cross it too quickly.

AI, he explains, does not understand intent. It does not understand business context. And it cannot reliably distinguish between what is technically possible and what is operationally appropriate. That distinction matters in cybersecurity, where decisions carry financial, operational, and reputational consequences.

This is where the concept of “AI should enforce, not decide” becomes critical.

In this model, humans define policy, intent, and acceptable risk. AI then executes—consistently, continuously, and at scale. It becomes the enforcement engine, not the decision-maker.

When that boundary is ignored, new risks begin to emerge.

Bonavita points to issues like policy drift, where AI systems begin to deviate from original intent over time, and agent conflict, where multiple automated systems act on overlapping or contradictory instructions. In a dynamic environment without clear human control, these issues can compound quickly, creating unintended disruptions or even new vulnerabilities.

At the same time, the threat landscape is evolving just as rapidly.

Attackers are now using AI to develop threats faster, automate reconnaissance, and adapt in real time. Defenders are responding with AI-driven detection and remediation. The result is an environment where both sides are operating at machine speed—forcing organizations to rethink how security decisions are made and executed.

Compounding the challenge is the disappearance of the traditional network perimeter. Data, users, and applications now exist everywhere, and access is no longer confined to a controlled environment. In this perimeter-less world, both threats and defenses are distributed—and AI is embedded across both.

For enterprises, the takeaway is not to slow down AI adoption—but to rethink how it is deployed.

The goal is not autonomy. The goal is scale with control.

That means building architectures where human intent remains central, and AI is used to enforce that intent across increasingly complex environments. It also aligns closely with GTT’s broader strategy, including its Envision platform and SASE-based approach to networking and security, where orchestration and policy consistency are foundational.

Looking ahead, the question is not whether AI will play a central role in cybersecurity—it already does. The real question is whether organizations can maintain control as AI capabilities continue to expand.

As this conversation makes clear, the most effective model may not be AI replacing human decision-making—but human-directed AI operating at a speed and scale no human team could match.

Learn more: https://www.gtt.net/

“Some of these AI-driven attacks are the kind that can stop you in your tracks.”

In this Technology Reseller News podcast, I spoke with Chip Witt, Principal Security Evangelist at Radware, about a rapidly emerging challenge: how AI is introducing new, often invisible, security risks into enterprise environments.

Witt outlined a fundamental shift. As organizations adopt AI tools across workflows, they are also creating new attack surfaces—many of which are not yet fully understood or monitored. One of the biggest concerns is the lack of visibility. Enterprises often don’t know what data AI systems are accessing, how it’s being used, or where vulnerabilities may exist.

This creates blind spots around data access, compliance, and operational stability. In regulated industries like finance and healthcare, those blind spots can quickly turn into real business risk.

A key issue discussed was prompt injection attacks, where malicious inputs manipulate AI systems into exposing sensitive data or performing unintended actions. These attacks are particularly dangerous because they don’t look like traditional threats—they operate inside trusted workflows.

Witt emphasized that many organizations are still applying legacy security thinking to a fundamentally new paradigm. AI doesn’t just expand the attack surface—it changes its nature. Security teams must now account for dynamic, context-driven interactions rather than static perimeters.

The takeaway is clear: AI adoption without AI-aware security introduces risk at a pace faster than most organizations can track.

For service providers and enterprises, this represents both a challenge and an opportunity. Those who can build visibility, governance, and control into AI deployments early will be far better positioned as these risks evolve.

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

@Doug Green

“Over 40% of negative subscriber experiences are completely invisible to traditional network metrics.”

In a recent Technology Reseller News podcast, I spoke with Chris Drake, CEO of Simphonic, about a critical blind spot in how telecom operators measure subscriber experience—and why it’s directly tied to churn.

At the center of the discussion is new research by Chetan Sharma, CEO of Chetan Sharma Consulting, titled “SIM – The Nerve Center of Operations in the Age of AI,” which analyzed thousands of real-world mobile interactions across North America. The findings are clear: more than 40% of negative subscriber experiences never show up in traditional network-side metrics.

Even more important, the majority of these undetected issues occur in the environments that matter most—at home and at work—where customers ultimately decide whether to stay with or leave their carrier.

Drake explained that traditional network monitoring tools focus on infrastructure performance—signal strength, latency, and uptime—but fail to capture the real-world user experience at the device level. This creates a disconnect where operators believe service is performing well, while customers are silently encountering problems.

That gap is where churn begins.

The report reframes the role of the SIM. No longer just an authentication tool, the SIM is emerging as a distributed intelligence layer—what the research describes as the “nerve center” of operations—capable of capturing device-side quality of experience (QoE) and delivering what the user actually experiences in real time.

This SIM-based intelligence provides visibility into issues that network tools cannot detect, including application performance, indoor coverage challenges, and repeated service instability that erodes trust over time.

For operators, the implication is significant. Network KPIs alone are no longer sufficient to understand or manage customer experience. To reduce churn and improve service quality, carriers must incorporate device-side intelligence that reflects lived experience, not just network intent.

As Drake emphasized, this shift is not just about better analytics—it’s about protecting revenue. Operators who fail to detect and address these hidden issues risk losing customers without ever understanding why.

• Learn more: https://simphonic.com/
• Report: https://simphonic.com/request-report/
• Press Release: https://wp.me/p2Q636-Ouj

Mr. Carlos da Silva also shared some insight on the following topics:

• The top cybersecurity threats facing customers of mobile operators today
• Why passwords, traditional MFA, and other authentication methods are no longer effective in this threat landscape.
• SIM-based authentication, and how is it making a difference.
• Additional insight about Unibeam.
• SIM-based authentication is being adopted in a few markets

For more information, go to: https://unibeam.com/

“If someone can do it 70% as well as you—you need to let go.”

At the close of the Channel Partners Conference & Expo and MSP Summit, I spoke with Julie Thiel of TTS Company about a theme that stood out amid a week dominated by AI and technology: the human side of growth.

Thiel shared that many of the leaders she spoke with during the event are energized by opportunity—new customers, new services, and new technologies—but also feeling the weight that comes with scaling a business. Growth brings complexity, and ultimately, it brings more people. For many leaders, that translates into longer hours and a deep sense of responsibility for their teams.

Against that backdrop, Thiel outlined three practical leadership principles that she sees as essential for companies looking to scale successfully.

First, leaders must hand off results—not just tasks. Delegation is not about assigning activity; it’s about transferring ownership and accountability for outcomes. Without that shift, leaders remain bottlenecks in their own organizations.

Second, she emphasized the importance of “tell, show, do” as a framework for developing people. It’s not enough to explain what needs to be done—leaders must demonstrate it and then create space for employees to execute. This structured approach to training builds confidence and capability across the team.

Third, and perhaps most challenging, is the idea that if someone can do a task 70% as well as the leader, it is time to let go. For many executives and founders, this represents a significant mindset shift. However, without it, organizations struggle to scale because too much remains dependent on a small number of individuals.

In a week filled with discussions about automation and artificial intelligence, Thiel’s perspective underscored a critical point: technology may enable growth, but people determine whether that growth is sustainable.

For MSPs, channel partners, and service providers, the takeaway is clear. Scaling a business requires not only the right tools, but also the willingness to invest in people, develop leadership capabilities, and step back to allow teams to take ownership.

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

“Last year, AI was being talked about like candy. This year, it’s under the hood—and that’s where it belongs.”

At the close of the Channel Partners Conference & Expo 2026, I spoke with Dean Manzuri of UniVoIP about what changed from last year to this year—and what that means for partners navigating the evolution of AI and voice.

Manzuri’s perspective reflects a broader industry shift. A year ago, AI dominated the conversation as a headline feature. Today, it’s becoming embedded—less visible, but far more impactful. Instead of being marketed as a standalone capability, AI is increasingly integrated into platforms and workflows, quietly improving performance, automation, and user experience.

That shift aligns closely with UniVoIP’s core mission: to be the best voice provider for Microsoft Teams. The company’s value proposition is straightforward—help organizations migrate their phone systems into Teams seamlessly, while ensuring reliability and a strong user experience.

From a channel perspective, the event delivered what many providers were looking for: new partner engagement and clearer signals on where the market is heading. Manzuri noted that UniVoIP connected with a range of new partners and used the event to validate its direction, particularly around Teams voice and integrated communications.

The AI conversation reinforced that direction. As AI becomes embedded within platforms like Teams, the opportunity shifts from selling “AI features” to delivering better outcomes—smarter routing, improved call handling, automation, and enhanced customer interactions, all happening behind the scenes.

For partners, this changes the sales motion. Instead of leading with AI as a buzzword, the focus moves to business results: smoother migrations, better call quality, more efficient operations, and tighter integration with the tools customers already use.

In that sense, AI isn’t replacing the core value of voice—it’s strengthening it.

And as the show wrapped up, that may have been the most important takeaway: the future isn’t about adding more technology on top. It’s about making the technology already in place work better, more intelligently, and more seamlessly than before.

Learn more at: https://www.univoip.com/

“The challenge for partners today isn’t just technology—it’s choosing the right model in a market full of options.”

At the Channel Partners Conference & Expo 2026 in Las Vegas, I spoke with Kevin Huang, North America Sales Director at Yeastar, about how the company is helping partners navigate an increasingly complex UCaaS landscape.

Yeastar, founded in 2006, has built its business around delivering unified communications solutions that span PBX, contact center, and now AI-driven capabilities. With nearly two decades of experience, the company is positioning itself as a flexible, partner-focused alternative in a market that has become crowded—and, in many ways, confusing.

According to Huang, one of the biggest challenges facing partners today is the sheer number of choices. Over the past five years, the UCaaS market has seen rapid expansion, consolidation, and constant innovation. While that growth has created opportunity, it has also made it harder for partners to determine which platforms and business models best fit their customers—and their own long-term strategies.

Many partners, he noted, have become dependent on specific vendors or ecosystems, limiting their flexibility. At the same time, evolving technologies and shifting pricing models are forcing partners to rethink how they go to market.

Yeastar’s approach is to simplify that decision-making process. The company has developed its own business model designed to give partners more control, flexibility, and margin opportunity, while still providing a full stack of communications capabilities—from traditional UC to contact center and AI-enhanced services.

A key part of that strategy is unification. Rather than requiring partners to piece together multiple solutions, Yeastar aims to deliver an integrated platform that reduces complexity for both the partner and the end customer. This becomes especially important as AI enters the mix, adding both new capabilities and new layers of decision-making.

Huang emphasized that AI is not just an add-on, but a natural extension of unified communications. By embedding AI into the platform, Yeastar is working to help partners deliver more value without dramatically increasing operational complexity.

For channel partners, the takeaway is clear: success in today’s UCaaS market depends less on chasing the latest feature set and more on aligning with a platform and model that can adapt as the market continues to evolve.

Learn more at: https://www.yeastar.com/

“We’re answering your problem in three to five hours with one of our techs.”

At the Channel Partners Conference and MSP Summit, I spoke with Amit Wissotzky of Xorcom about the company’s positioning in an increasingly crowded VoIP and communications market.

Xorcom, an Israel-based company, delivers a broad range of telephony solutions including VoIP systems, PBXs, and gateways. The company focuses on providing the core infrastructure businesses need to keep communications running reliably, whether for internal collaboration or customer engagement.

What stands out in this conversation is Xorcom’s commitment to flexibility. Wissotzky emphasized that while the market has largely shifted toward cloud, there remains real demand for hybrid environments. Xorcom supports both cloud and on-premises deployments, giving partners and customers the ability to tailor solutions based on operational needs, regulatory requirements, or legacy infrastructure.

That hybrid approach reflects a practical reality in the channel: not every customer is ready—or able—to move entirely to the cloud. By supporting multiple deployment models, Xorcom positions itself as a solution provider that meets customers where they are.

But the more distinctive differentiator may be service. In a market dominated by large vendors and ticket-based support systems, Wissotzky pointed to responsiveness as a key advantage. Rather than long wait times and impersonal escalation processes, Xorcom offers direct access to technical support, with response times measured in hours, not days.

For partners, that level of engagement can translate into faster issue resolution, improved customer satisfaction, and ultimately stronger long-term relationships. It also aligns with a broader trend in the channel, where service quality is increasingly becoming as important as product capability.

As the VoIP market continues to mature, the combination of hybrid flexibility and high-touch support gives Xorcom a clear story to tell: not just technology, but a service model designed to keep business communications working when it matters most.

Learn more at: https://www.xorcom.com/

Byrne highlighted Crexendo’s strong positioning in the cloud communications space, driven by its NetSapiens platform and a partner-centric model that empowers service providers to build and scale their own offerings. He emphasized that marketing plays a critical role in supporting partner success, helping them differentiate in a crowded market and effectively communicate value to end customers. “Our focus is on enabling partners to grow—both through technology and through strong, consistent messaging,” Byrne said.

The conversation explored how Crexendo is investing in brand awareness and partner enablement, providing tools and resources that help partners accelerate sales and expand their reach. By aligning marketing initiatives with partner needs, the company is creating a more cohesive go-to-market strategy.

Byrne also noted the importance of community within the Crexendo ecosystem, where partners collaborate, share best practices, and contribute to ongoing innovation. This collaborative approach strengthens the overall value of the platform and helps drive sustained growth.

As discussions at Channel Partners continue to focus on differentiation and partner-led growth, Crexendo is positioning its marketing and platform strategy as a foundation for long-term success in the evolving cloud communications landscape.

Learn more about Crexendo: https://www.crexendo.com/

Lindsey described ECG’s approach to capturing and analyzing conversations, turning voice interactions into structured data that can be immediately acted upon. By leveraging AI, ECG enables automatic transcription, summarization, and extraction of key action items from calls, helping organizations streamline follow-up and improve accountability. “We’re turning conversations into actionable intelligence that can be shared and used instantly,” Lindsey said.

The platform goes beyond simple transcription by organizing insights into clear outputs such as summaries, tasks, and next steps. This allows teams to quickly understand what happened during a call and what needs to happen next, reducing manual effort and improving operational efficiency.

The discussion also highlighted how these capabilities benefit MSPs and channel partners by enhancing customer engagement and internal workflows. By automating routine tasks and providing clearer visibility into communications, organizations can improve productivity while delivering a better customer experience.

As conversations at Channel Partners continue to focus on AI and automation, ECG is positioning its solution as a practical way to bring intelligence and structure to everyday business communications.

Learn more about ECG: https://www.ecg.co/

As Knauf prepares for retirement after decades in the industry—dating back to the original Polycom SoundStation—he reflected on the evolution of communication technologies and the enduring importance of voice. Despite the rise of mobile and digital collaboration tools, he emphasized that desk phones remain critical in many environments, particularly for frontline workers, healthcare, retail, and regulated industries. “HP is committed to creating products that help people communicate and collaborate better,” Knauf said.

The discussion highlighted HP | Poly’s new Edge V series of open SIP phones, designed to modernize workplace communications with improved usability, HP branding, and the high-quality audio experience that Poly is known for. The devices incorporate advanced technologies such as NoiseBlock and Acoustic Fence, along with new capabilities to reduce reverberation, ensuring clear, full-duplex conversations even in noisy or open environments.

Knauf also pointed to strong channel opportunities tied to the broader HP | Poly ecosystem. MSPs and partners can pair the Edge V phones with a full portfolio of headsets and services, enabling them to deliver complete communication solutions across industries. This integrated approach allows partners to expand revenue streams while improving customer experience.

As the industry continues to evolve, Knauf’s perspective underscores a key takeaway: innovation in communications is not about replacing voice, but enhancing it. His career—and HP | Poly’s continued investment—reflect a long-standing commitment to making human communication clearer, more reliable, and more effective.

Learn more about HP | Poly: https://www.hp.com/us-en/poly.html

By Doug Green

“We organize the chaos of invoices and inventory so businesses can focus on strategy instead of spreadsheets.”

At the Channel Partners Conference and MSP Summit, I spoke with Tommi Ellis of IntraTEM about the company’s move into the channel and how Telecom Expense Management (TEM) is becoming increasingly important for MSPs and their customers.

IntraTEM has built its business over the past two decades serving clients directly, focusing on managing expenses across mobility, wireline, cloud, and SaaS environments. The company’s approach goes beyond simple cost reduction. While identifying savings is part of the value, Ellis emphasized that the bigger opportunity lies in organizing invoices, managing inventory, and bringing clarity to complex telecom and IT environments.

At its core, IntraTEM combines a robust portal with a strong human element. Ellis made it clear that while automation and platforms are essential, the company believes hands-on support is still critical. Customers are often dealing with multiple providers, fragmented billing systems, and limited visibility into what they actually have deployed. IntraTEM steps in to normalize that data and provide a clear operational picture.

For enterprises, this means less time spent reconciling invoices and more time focused on strategic initiatives. For MSPs and channel partners, it opens up a new layer of value-added services that can deepen customer relationships and create recurring revenue opportunities.

The timing of IntraTEM’s move into the channel is deliberate. Ellis was brought on to build out the partner program, bringing nearly a decade of channel experience to the role. After years of direct sales, the company now sees the channel as the most effective way to scale its offering and reach a broader market.

The message to MSPs and partners is straightforward: TEM is not just about cost savings—it’s about control, visibility, and operational efficiency. As customer environments continue to expand across mobility, cloud, and SaaS, the complexity only increases. Partners who can help clients manage that complexity will be in a strong position to differentiate themselves.

IntraTEM is positioning itself as that behind-the-scenes engine, helping partners deliver clarity in an increasingly fragmented communications and IT landscape.

Learn more at: https://www.intratem.com

“It’s as easy as asking the question—do you still have copper lines? If you don’t ask, someone else will,”

In the latest episode of the TELCLOUD POTS and Shots Podcast Series, Doug Green, Publisher of Technology Reseller News, speaks with Jacoby about how channel partners can move quickly from awareness to execution in the fast-growing POTS replacement market.

As legacy copper lines continue to be phased out by carriers, millions of remaining POTS lines still support life-safety and mission-critical systems such as fire alarms, elevators, security panels, and other legacy devices. While the need for replacement is urgent, many MSPs and trusted advisors hesitate, concerned about the time and complexity required to get started.

Jacoby addresses these concerns directly, emphasizing that TELCLOUD’s channel-first model is designed to remove barriers to entry. While POTS replacement involves multiple operational components—including logistics, installation, compliance, project management, and ongoing support—TELCLOUD offers a flexible approach that allows partners to engage at any level.

For partners looking to move quickly, TELCLOUD’s full-service, white-label model enables immediate entry into the market. In this scenario, TELCLOUD handles the heavy lifting behind the scenes—from deployment to support—while the partner maintains the customer relationship and brand presence. For more experienced telecom providers, TELCLOUD also supports a more hands-on, wholesale approach.

Jacoby notes that one of the biggest reasons partners hesitate is simply lack of awareness. Many providers are not proactively asking customers about their remaining copper lines, despite the growing urgency. “This is happening to every business customer that still has copper,” he explains. “If you’re not having that conversation, someone else will.”

The timing is critical. As shutdowns accelerate, entire regions may face sudden demand for replacements, creating bottlenecks in labor and deployment capacity. TELCLOUD encourages partners to act early, helping customers avoid delays that could impact building operations and compliance.

Ultimately, Jacoby frames POTS replacement as both an immediate opportunity and a long-term strategy. With relatively little upfront investment, partners can generate recurring revenue streams lasting 15 to 20 years, while strengthening their role as trusted advisors.

The episode concludes with the Shots segment, where Jacoby highlights a special Cazcanes Reposado tequila, uniquely aged in Jack Daniel’s barrels and available exclusively through select distribution—continuing the series’ blend of telecom insight and tequila craftsmanship.

For more information, visit telcloud.com or call 844-900-2270.

“We find good people for good people.”

At the Channel Partners Conference & MSP Summit, I spoke with Keeley Davis, VP of Global Strategy & Growth at Solvo Global, about a growing challenge for MSPs and channel partners: how to find and scale talent in an increasingly competitive and global market.

Solvo Global operates across 33 countries, giving it a broad footprint to help companies access talent both domestically and internationally. While many MSPs still rely on local hiring or informal networks to fill roles, Davis pointed out that the market is shifting. Companies are now more open to nearshore and offshore talent models as they look to control costs, improve scalability, and keep up with demand.

For many smaller, family-run MSPs and channel businesses, hiring often begins informally—through referrals, personal networks, or word-of-mouth. While that approach can work in the early stages, it becomes a limitation as companies try to grow. Solvo Global positions itself as a more structured and scalable alternative, helping organizations move from ad hoc hiring to a more strategic talent acquisition model.

The company supports both U.S.-based recruiting and global staffing, meeting organizations wherever they are in their growth journey. For companies not yet ready to fully embrace global talent, Solvo can start with domestic placements. For those ready to expand, the firm provides access to international talent pools that can augment teams across functions.

A key driver behind this shift is the broader conversation around AI and automation. As businesses invest in new technologies, they also need the right people to implement, manage, and support those systems. In many cases, global talent becomes a practical way to bridge that gap quickly and efficiently.

For MSPs and channel partners, the takeaway is clear: talent strategy is becoming a competitive differentiator. Companies that can access and manage global talent effectively will be better positioned to scale, serve customers, and compete in a rapidly evolving market.

Learn more at: https://solvoglobal.com

“It’s not just about connectivity anymore—it’s about delivering the entire outcome around how IT deployments succeed.”

At the Channel Partners Conference & Expo, I spoke with Marek Wasilewski of Expereo about how the company is redefining what it means to deliver connectivity in a Network-as-a-Service (NaaS) world.

Expereo positions itself as more than a traditional connectivity provider. As Wasilewski explained, the company delivers a comprehensive, service-led model that wraps connectivity with the operational, logistical, and deployment support enterprises actually need. That includes everything from sourcing diverse access types—such as direct internet access and LEO satellite—to full lifecycle services like project management and installation.

The conversation reflects a broader shift in the market. Connectivity is no longer viewed as “plumbing,” but as a strategic layer that underpins cloud, AI, and distributed enterprise operations. For global organizations, especially those operating across multiple regions and infrastructure environments, the challenge is not just access—it’s consistency, performance, and execution.

Expereo’s approach addresses that by aggregating multiple connectivity options into a unified service model. This includes terrestrial networks alongside emerging technologies like low-earth orbit (LEO) satellite, enabling enterprises to design resilient, flexible architectures that can adapt to location, performance requirements, and business continuity needs.

From a channel perspective, this creates a significant opportunity. Partners are increasingly being asked to deliver outcomes—not just circuits. By leveraging a NaaS provider that integrates connectivity with deployment and support services, partners can expand their role into more strategic engagements, helping customers solve complex, multi-site networking challenges without taking on the operational burden themselves.

The timing is important. As enterprises accelerate cloud adoption and AI-driven workloads, network performance and reliability are becoming mission-critical. At the same time, global supply chains, remote work, and edge deployments are introducing new layers of complexity. Providers like Expereo are stepping in to simplify that landscape.

What stood out in this discussion is the emphasis on execution. It’s one thing to design a global network; it’s another to deploy and manage it across diverse geographies, providers, and regulatory environments. Expereo’s value proposition is built around closing that gap—delivering not just connectivity, but a fully managed, outcome-driven service.

For partners and enterprises alike, the message is clear: the future of connectivity is service-centric, globally integrated, and increasingly tied to business outcomes rather than infrastructure alone.

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

“We’re like the operating system within their cloud communications platform.”

At the Channel Partners Conference & Expo 2026, I spoke with Jon Brinton of Crexendo about the company’s growing role in the UCaaS ecosystem and its momentum behind the NetSapiens platform.

Crexendo continues to position itself as a foundational layer for service providers, delivering unified communications and cloud communications solutions through a broad global partner base. With approximately 250 service providers licensing its platform, the company has effectively become an embedded engine powering a wide range of white-labeled UCaaS offerings.

Brinton framed the business in simple terms: Crexendo operates behind the scenes, enabling providers to deliver communications services to both business and residential customers. That “operating system” approach has scaled to more than 7 million users on the platform, with growth reportedly outpacing the broader market.

At Channel Partners, that ecosystem effect was on full display. Crexendo’s presence extended beyond its own booth, with multiple exhibiting partners also relying on NetSapiens to power their offerings. The result is a network effect where innovation and value are layered on top of the core platform by an expanding community of providers and technology partners.

The conversations at the event reflected that momentum. Rather than simply pitching features, Crexendo and its partners are increasingly focused on how to differentiate services, integrate complementary solutions, and drive revenue growth through the platform. This aligns with a broader shift in the channel, where success depends less on basic UCaaS delivery and more on building complete, value-added solutions.

For Crexendo, the strategy is clear: continue expanding the ecosystem while maintaining a strong, scalable core platform that allows partners to innovate on top. As the UCaaS market matures, that combination of stability and flexibility is becoming a key competitive advantage.

Learn more at: https://www.crexendo.com/

“You have to think about your business as a business—not just a technology stack—and intentionally build the value you want long before you plan to exit.”

At the Channel Partners Conference in Las Vegas, I caught up with Mahen Gundecha of MSP Exit Planning to discuss a topic that continues to gain urgency across the MSP community: exit planning.

Gundecha makes a clear distinction between traditional M&A preparation and what he calls true exit planning. While many MSP owners focus on preparing for a transaction late in their careers, often in their late fifties or sixties, his approach emphasizes building enterprise value well in advance.

The issue, as he explains, is that many MSP founders come from technical backgrounds. They build strong operational businesses, but often remain focused on service delivery, tools, and day-to-day metrics. What can get overlooked is the broader perspective—how the business is structured, how transferable it is, and ultimately, how valuable it appears to a potential buyer.

Exit planning, in this context, is not about timing the market. It is about designing the business with the end in mind.

A key challenge many MSP owners face is uncertainty around succession. In many cases, there is no clear internal successor, and family members are not interested in taking over the business. That reality makes it even more important to ensure the company is structured in a way that is attractive and viable for an external buyer.

Gundecha emphasizes taking a holistic view—stepping back from the technical foundation of the business and evaluating it as an asset. That includes assessing scalability, recurring revenue quality, operational independence, and leadership depth. These are the factors that ultimately determine valuation and deal success.

The takeaway for MSPs is straightforward: waiting until you are ready to sell is often too late. Building value is a multi-year process, and the earlier it begins, the more options an owner will have when it is time to exit.

For MSP owners navigating growth, consolidation, and increasing competition, exit planning is no longer a distant consideration—it is a strategic discipline that should be integrated into the business from the start.

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

“Businesses are experiencing a form of identity theft in voice—and they’re paying the price for fraud they didn’t create.”

At the Channel Partners Conference & Expo 2026, I spoke with Maurie Munro, Vice President of Enterprise Sales at Transaction Network Services (TNS), about one of the most urgent challenges facing the telecom ecosystem: the collapse of trust in voice.

TNS operates at the intersection of enterprises, carriers, and consumers, with a communications division focused on ensuring that legitimate calls are delivered, recognized, and trusted. But as Munro explained, the reality is far more complex.

Today’s voice environment is shaped by widespread spoofing and fraud, where bad actors impersonate legitimate businesses by using real phone numbers without authorization. The result is what Munro describes as “identity theft in voice,” where enterprises suffer reputational and operational damage from activity they didn’t initiate.

Consumers, in turn, have adapted. Caller ID is no longer trusted. Calls are ignored, labeled as “Spam Likely,” or blocked altogether—often impacting legitimate outreach. For enterprises, that translates into declining answer rates, reduced campaign performance, and strained customer relationships.

TNS brings a data-driven approach to solving this problem, processing more than 1.5 billion call events daily. This scale gives the company deep visibility into how calls are treated across networks and where breakdowns in trust occur.

The company’s TNS-COM business focuses on three critical areas:

• Spoof protection, which helps enterprises identify when and how their numbers are being misused without their knowledge
• Enterprise branded calling, which displays a verified business name and logo on the consumer’s device
• Telephone number reputation monitoring, providing visibility into how calls are labeled, scored, and treated across the ecosystem

Together, these capabilities help enterprises protect their brand identity in voice—much like consumers monitor and protect their personal identity in financial systems.

The impact is particularly acute in high-touch industries such as banking, healthcare, retail, and contact centers, where voice remains essential for critical communications like fraud alerts, appointment reminders, and service notifications. When those calls fail to connect—or worse, are mistrusted—the consequences ripple across operations, increasing costs and reducing effectiveness.

Looking ahead, Munro sees branded calling evolving beyond simple identification. While displaying a business name is important, the future lies in richer context—logo, intent, and verified identity working together to rebuild trust at scale.

“The goal isn’t just to get the call through,” Munro emphasized. “It’s to ensure the person receiving it knows who it’s from—and can trust it.”

As the industry continues to combat fraud and improve call authentication frameworks, the next phase is clear: restoring confidence in voice as a trusted channel for both businesses and consumers.

Learn more: https://tnsi.com/

Hasan emphasized that AT&T Business is focused on simplifying engagement for partners while expanding the range of solutions they can bring to market. By aligning internal resources, streamlining processes, and enhancing partner support, the company aims to make it easier for MSPs and channel partners to sell and deliver AT&T services. “We are building a partner-first model that makes it easier to do business with us and grow together,” Hasan said.

The discussion highlighted the breadth of AT&T Business offerings, including connectivity, mobility, and advanced networking solutions, and how these can be combined to address complex customer needs. Partners are increasingly looking for integrated solutions that deliver both performance and flexibility, particularly as enterprises continue their digital transformation journeys.

Hasan also noted that the channel is a critical growth engine for AT&T Business, with ongoing investments in tools, training, and enablement programs designed to help partners succeed. By fostering closer collaboration and providing greater visibility into opportunities, AT&T is strengthening its relationships across the partner ecosystem.

As conversations at Channel Partners continue to focus on partner enablement and new revenue opportunities, AT&T Business is positioning its channel strategy as a foundation for long-term growth and innovation.

Learn more about AT&T Business: https://www.business.att.com/

Puopolo explained that Digi International is focused on delivering end-to-end connectivity solutions that combine hardware, software, and managed services. These integrated offerings simplify deployment and management for customers operating in distributed and mission-critical environments such as utilities, transportation, and industrial applications. “Our goal is to make connectivity simple, secure, and scalable for partners and their customers,” Puopolo said.

The discussion highlighted Digi’s latest innovations, including advanced 5G-enabled platforms designed to support edge computing and real-time data processing. By combining networking, compute, and security capabilities into a single solution, Digi enables organizations to reduce complexity and improve operational efficiency.

Puopolo also emphasized Digi’s channel-first approach, noting that partners play a critical role in delivering these solutions to the market. By offering managed services alongside technology platforms, partners can create recurring revenue streams while addressing customer needs for reliable, always-on connectivity.

As conversations at Channel Partners continue to focus on IoT, 5G, and edge innovation, Digi International is positioning itself as a key enabler for partners looking to expand into high-growth connectivity and managed services opportunities.

Learn more about Digi International: https://www.digi.com/

Galanis explained that many MSPs struggle to move beyond incremental growth because they lack a clear framework for scaling their business. Fortavera works with service providers to align leadership, operations, and go-to-market strategy, helping them transition from day-to-day firefighting to long-term, sustainable growth. “Growth doesn’t happen by accident—it requires a disciplined approach to strategy and execution,” Galanis said.

The conversation highlighted how MSPs can improve performance by focusing on key areas such as sales processes, operational efficiency, and leadership alignment. By building repeatable systems and focusing on accountability, organizations can scale without losing control of their business.

Galanis also emphasized the importance of shifting mindset from working “in the business” to working “on the business.” This transition allows MSP leaders to focus on strategic initiatives rather than being consumed by daily operations.

As discussions at Channel Partners continue to center on growth and differentiation, Fortavera is positioning itself as a strategic partner for MSPs looking to accelerate their development and build more scalable, resilient businesses.

Learn more about Fortavera: https://fortavera.com/

Beal explained that as cyber threats continue to evolve, organizations are looking for specialized security solutions that go beyond traditional offerings. Exclusive Networks focuses on delivering a curated portfolio of best-of-breed cybersecurity technologies through a partner-led model. “Our entire business is built around enabling partners to bring world-class security solutions to their customers,” Beal said.

The discussion highlighted how Exclusive Networks supports partners with not only technology but also services, training, and go-to-market resources. This enables MSPs, VARs, and service providers to expand their cybersecurity capabilities without needing to build deep expertise in-house.

Beal also emphasized the importance of specialization in today’s market. As cybersecurity becomes more complex, partners who can differentiate themselves with advanced solutions and expertise are better positioned to win and retain customers.

As conversations at Channel Partners continue to focus on security, AI, and partner growth, Exclusive Networks is positioning itself as a key enabler for partners looking to build scalable, high-value cybersecurity practices.

Learn more about Exclusive Networks: https://www.exclusive-networks.com/usa

Kirkwood explained that Contrivian is addressing a growing need for reliable, always-on connectivity by combining Low Earth Orbit (LEO) satellite networks with terrestrial infrastructure into a unified, software-defined platform. This approach allows enterprises and service providers to deliver connectivity that mirrors the resilience traditionally associated with fiber networks. “We’re bringing terrestrial-grade resilience to LEO by unifying multiple networks into a single, intelligent platform,” Kirkwood said.

The company’s platform integrates multiple connectivity options—including satellite, fiber, LTE/5G, and broadband—into a cohesive ecosystem that can dynamically route traffic based on availability and performance. This architecture is particularly valuable for mission-critical environments where downtime is not an option.

The discussion also highlighted how Contrivian enables partners to shift from selling connectivity components to delivering outcomes. By abstracting the complexity of multi-network environments, partners can offer reliable, high-performance connectivity solutions without managing multiple vendors and contracts.

As conversations at Channel Partners continue to focus on next-generation connectivity and network resilience, Contrivian is positioning its platform as a key enabler of seamless, intelligent infrastructure for enterprises and service providers.

Learn more about Contrivian: https://contrivian.com/

Schwartz explained that email remains the primary attack vector for cyber threats, with increasingly sophisticated phishing campaigns now powered by artificial intelligence. These attacks are harder to detect and more convincing than ever, creating significant risk for businesses of all sizes. “Over 90% of cyberattacks still start with email, and AI is making those attacks more effective,” Schwartz said.

Trustifi provides an email security platform designed specifically for MSPs, offering tools that are easy to deploy, manage, and scale across multiple customer environments. The platform includes advanced phishing detection, encryption, and data loss prevention capabilities, enabling partners to protect both inbound and outbound communications.

The discussion also highlighted how MSPs can leverage email security as a core service offering. By deploying solutions like Trustifi internally and then extending them to customers, partners can both strengthen their own security posture and create new recurring revenue streams.

As cybersecurity continues to be a top priority at Channel Partners, Trustifi is positioning its platform as a critical solution for MSPs looking to address modern email threats while expanding their service portfolios.

Learn more about Trustifi: https://trustifi.com/

By Doug Green

“We’re not focused on one platform—we’re focused on integration and flexibility across all of them.”

At the Channel Partners Conference in Las Vegas, I caught up with Paul Hunsucker and Mitch Hirschkowitz of AudioCodes to talk about how the company has evolved—and where the opportunity lies for channel partners today.

AudioCodes is one of those companies that nearly everyone in telecom recognizes, but its identity has shifted significantly over time. What began more than 30 years ago in the early days of VoIP—building media gateways, session border controllers (SBCs), and voice infrastructure—has now evolved into something much broader.

Today, AudioCodes positions itself as a SaaS platform company focused on managing and integrating UCaaS and CCaaS environments. Rather than competing as a single-platform provider, the company is leaning into a multi-platform strategy—certified across ecosystems like Microsoft, Cisco, and Zoom—giving customers and partners flexibility in how they build and manage communications environments.

That shift reflects a larger industry trend. Enterprises are no longer standardizing on a single vendor. Instead, they are assembling communications stacks that span multiple platforms, carriers, and applications. The challenge—and opportunity—for partners is making those environments work seamlessly.

AudioCodes is targeting that exact problem.

The company’s platform approach allows partners to deliver integrated solutions while still giving customers the freedom to choose their preferred UCaaS or CCaaS provider. It also enables enterprises to retain elements of control they previously had in on-prem environments—such as managing SBCs or bringing their own carrier—while benefiting from the scalability of the cloud.

For MSPs and channel partners, this creates a clear path forward. Rather than selling a single solution, the opportunity is to become the integrator—the trusted advisor who can stitch together platforms, ensure interoperability, and deliver a consistent user experience.

Visit www.audiocodes.com

“We saw where the market was going—and we made a deliberate decision to align with Microsoft Teams and deliver voice and contact center as a seamless outcome.”

In this Cloud Communications Alliance podcast, I spoke with Dean Manzoori, CEO of UniVoIP, about the company’s focused strategy around Microsoft Teams and a pair of announcements timed with the Channel Partners Conference & Expo.

UniVoIP has positioned itself as a cloud communications provider built specifically for Microsoft Teams, with a voice-optimized platform designed to deliver Teams Phone System to enterprises without friction. That focus, Manzoori explained, was a strategic pivot made several years ago when it became clear that Microsoft would emerge as a dominant force in UCaaS.

Rather than competing with Teams, UniVoIP chose to build around it.

The result is a tightly integrated approach where voice is delivered as a native extension of Microsoft Teams, supported by the expertise and infrastructure needed to ensure performance, reliability, and enterprise-grade outcomes.

At Channel Partners, UniVoIP is expanding that vision with two key developments.

First, the company is advancing its contact center capabilities for Teams through a solution built on the Microsoft Unify framework, incorporating Heedify technology. This enables organizations to extend Teams into a more robust customer engagement platform, aligning UCaaS and CCaaS within a single user experience.

Second, UniVoIP has announced a strategic partnership with Bridgepointe Technologies, creating new channel opportunities to bring this integrated Teams-based communications and contact center solution to a broader market.

For partners, the opportunity is clear: enterprises standardizing on Microsoft Teams are looking for solutions that go beyond basic calling. They need integrated voice, contact center, and managed services that work seamlessly within the Teams environment.

UniVoIP is aiming to meet that demand with a purpose-built platform and a channel-first go-to-market strategy.

As Manzoori emphasized, success in this space is not just about technology—it’s about delivering outcomes. By focusing exclusively on Teams and building a comprehensive ecosystem around it, UniVoIP is positioning partners to capture more value from the growing base of Teams-centric customers.

Learn more at: https://www.univoip.com/

Cohen explained that many organizations are constrained by off-the-shelf software that doesn’t fully align with their operational needs. Chrono Innovation works with partners to design and build custom applications that integrate with existing systems while addressing specific business challenges. “Every business has unique requirements, and custom development allows partners to deliver solutions that truly fit their customers’ needs,” Cohen said.

The conversation highlighted how MSPs can leverage custom development as a strategic differentiator, moving beyond standard service offerings to deliver tailored solutions that drive higher value and deeper customer relationships. By working with development partners like Chrono Innovation, MSPs can expand their capabilities without needing to build in-house engineering teams.

Cohen also emphasized the importance of collaboration between technical teams and business stakeholders to ensure that custom solutions align with both operational goals and user expectations.

As discussions at Channel Partners continue to focus on innovation and differentiation, Chrono Innovation is helping partners unlock new opportunities by delivering customized, integrated software solutions that address real-world business challenges.

Learn more about Chrono Innovation: https://www.chronoinnovation.com/

Davis emphasized that weak and reused passwords remain one of the most common vulnerabilities in enterprise environments, making password management solutions a critical component of modern cybersecurity strategies. RoboForm provides tools that help organizations securely store, generate, and manage credentials across users and devices. “Password security is still one of the easiest ways for attackers to gain access, and it’s one of the easiest problems to fix with the right tools,” Davis said.

The conversation highlighted how MSPs can incorporate password management into their service offerings, both to improve their own internal security posture and to deliver added value to customers. By deploying centralized credential management and enforcing best practices, MSPs can reduce risk while creating new recurring revenue opportunities.

Davis also noted that as organizations adopt more cloud applications and remote work models, the need for secure identity management continues to grow. Password management solutions serve as a foundational layer in broader security strategies that include multi-factor authentication and access control.

As discussions at Channel Partners continue to focus on cybersecurity and risk mitigation, RoboForm is positioning its platform as an accessible and effective way for MSPs to strengthen security and expand their service portfolios.

Learn more about RoboForm: https://www.roboform.com/

Richardson emphasized that many MSPs struggle with consistent lead generation and often rely too heavily on referrals or ad hoc marketing efforts. Fox & Crow Group focuses on helping partners build structured, repeatable marketing programs that generate qualified opportunities and support long-term business growth. “MSPs need a predictable way to generate demand, not just occasional wins from referrals or one-off campaigns,” Richardson said.

The conversation explored how successful marketing strategies for MSPs combine clear messaging, targeted outreach, and consistent execution. By aligning marketing efforts with business goals and customer needs, partners can create a more sustainable pipeline of opportunities.

Richardson also highlighted the importance of understanding the customer journey and tailoring messaging to different stages of the buying process. This approach helps MSPs engage prospects more effectively and convert interest into revenue.

As discussions at Channel Partners continue to focus on growth and differentiation in a competitive market, Fox & Crow Group is helping MSPs develop the marketing discipline needed to scale their businesses and build stronger customer relationships.

Learn more about Fox & Crow Group: https://www.foxcrowgroup.com/

“The indirect channel is still the fastest way to scale—but only if you know how to build it right.”

At the Channel Partners Conference & Expo MSP Summit in Las Vegas, I caught up with Rick Beckers of Channel Sales Pro to talk about a topic that continues to define growth strategies across the telecom and MSP ecosystem: how to effectively build and scale through the indirect channel.

Channel Sales Pro focuses on helping technology vendors enter and expand within the channel—specifically by building partner ecosystems that drive revenue. As Beckers explained, many vendors recognize that the indirect model is the fastest path to scale, but they often underestimate the complexity involved in doing it successfully.

That’s where experience matters. Beckers brings a unique perspective, having operated across multiple roles in the ecosystem—including MSP ownership, TSD leadership, and consulting. This breadth gives him insight into the motivations and challenges of every stakeholder in the channel.

One of the key realities he highlighted is that most vendors entering the channel have aggressive growth targets—often aiming for a $100 million exit. Achieving that kind of scale requires more than just signing partners; it requires building a repeatable, well-supported channel strategy that aligns incentives, enables partners, and accelerates deal flow.

For MSPs and channel partners, this creates opportunity—but also complexity. Vendors that invest in structured channel programs, partner enablement, and go-to-market alignment are far more likely to succeed, while those that treat the channel as an afterthought struggle to gain traction.

The conversation underscores a broader trend across the industry: the channel is not just a distribution model—it’s a growth engine. But like any engine, it needs to be designed, tuned, and managed correctly.

For vendors looking to scale, and for partners evaluating who to align with, the message is clear: success in the channel doesn’t happen by accident—it’s built.

“We provide a real alternative to the hyperscalers—with more personality and a true partnership approach to the channel.”

At the Channel Partners Conference MSP Summit, I caught up with Tim Mandell of Leaseweb to discuss how the company is positioning itself for MSPs and channel partners looking for more control, flexibility, and partnership in their infrastructure strategy.

Leaseweb, now a 28-year-old company, operates as a private, sovereign-by-design infrastructure provider. That distinction—private and sovereign—was central to our conversation and reflects a broader shift in how enterprises and partners are thinking about cloud and infrastructure.

Unlike publicly traded hyperscalers, Leaseweb emphasizes independence. “We don’t report to the street,” Mandell explained, highlighting the company’s ability to focus on long-term customer outcomes rather than quarterly earnings pressure. That independence translates into more flexibility for partners and a willingness to engage in tailored, relationship-driven solutions.

From a services standpoint, Leaseweb offers a full stack of infrastructure options, including colocation, private cloud, public cloud, bare metal servers, storage, and content delivery. The goal is not to compete head-on with hyperscalers on scale, but to provide an alternative that prioritizes customization, transparency, and partner alignment.

For MSPs and channel partners, that positioning creates opportunity. As Mandell noted, Leaseweb is actively investing in the channel, attending events like Channel Partners to better understand partner needs and refine its go-to-market approach. The company is focused on being vendor-agnostic and enabling partners to build solutions that fit their customers—rather than forcing them into rigid architectures.

The concept of “sovereign infrastructure” also resonates in today’s environment, where data control, compliance, and jurisdictional concerns are becoming more important. Enterprises are increasingly asking where their data resides, who has access to it, and how it is governed. Leaseweb’s model allows partners to address those concerns with greater precision.

At the same time, the conversation reflects a broader industry trend: the growing demand for alternatives to hyperscaler dominance. While public cloud remains critical, many organizations are rethinking a one-size-fits-all approach and looking for hybrid or specialized solutions that better align with performance, cost, and compliance requirements.

For the channel, this creates a clear path forward. Providers that can offer flexible infrastructure options—combined with strong vendor relationships—are well positioned to differentiate in a crowded market.

Leaseweb’s message is straightforward: be a partner, not just a platform. And in a market where MSPs are looking for both technical capability and business alignment, that approach may resonate more than ever.

“Tax compliance isn’t just a regulatory issue—it’s becoming a critical part of how service providers scale globally.”

On the opening day of Channel Partners Conference & Expo in Las Vegas, I caught up with Spencer Lee of Telin to discuss an often-overlooked issue in unified communications: tax compliance.

Lee, my first guest of the show, framed the conversation around a growing challenge for service providers and channel partners operating across borders. As UCaaS, CCaaS, and CPaaS offerings expand globally, tax exposure—particularly indirect taxes tied to communications services—is becoming more complex and harder to ignore.

Telin positions itself as a channel-first provider, delivering the underlying infrastructure partners need to go to market. That includes SIP trunking, hosting, hardware, and integration support—essentially a bundled backend designed to simplify deployment for partners in the unified communications space.

But increasingly, that backend must also account for compliance.

As Lee explained, providers entering new markets often underestimate the tax implications tied to telecom services. These aren’t traditional corporate taxes—they’re jurisdiction-specific telecom taxes, regulatory fees, and compliance requirements that vary widely by country and even region.

For channel partners, this creates both risk and opportunity.

On one hand, failure to properly account for telecom taxes can lead to penalties, billing complications, and margin erosion. On the other, partners who align with infrastructure providers that manage these complexities can accelerate global expansion without taking on that burden directly.

Telin’s approach is to abstract much of that complexity away from the partner. By handling infrastructure, interconnection, and compliance considerations within its platform, the company enables partners to focus on customer relationships and service delivery.

The conversation highlights a broader trend emerging across the channel: as communications becomes more global and software-driven, operational details like tax compliance are moving from back-office concerns to strategic differentiators.

For partners attending Channel Partners this week, it’s a reminder that winning in UCaaS isn’t just about features—it’s about everything behind the scenes that makes those services viable at scale.

“SMS is no longer just a one-way notification channel—it’s becoming a real-time conversational platform powered by AI.”

In a recent Technology Reseller News podcast, I spoke with Ritwek Swetank about a shift that many in the communications industry may be underestimating: the transformation of SMS from simple messaging into an intelligent, interactive engagement layer.

For years, SMS has been viewed as a utility—used for alerts, reminders, and basic notifications. As I framed it in the conversation, most people still think of texting as coordinating plans or sending quick updates. But that perception is rapidly becoming outdated.

Swetank argues that AI is fundamentally redefining what SMS can do. Instead of one-way communication, messaging is evolving into a dynamic, two-way conversational experience. This shift is being driven by advances in AI models that can interpret intent, respond contextually, and manage interactions in real time.

The implication is significant: SMS is moving closer to the role traditionally held by voice or live chat, but with far greater scalability and immediacy.

From a business perspective, this creates new opportunities. Enterprises can engage customers in real-time conversations—handling support inquiries, driving transactions, and delivering personalized experiences—all within a channel that already has near-universal reach and high engagement rates.

At the same time, this evolution introduces new challenges. As messaging becomes more conversational and AI-driven, expectations around responsiveness, accuracy, and trust increase. Poorly implemented AI can quickly degrade the customer experience, while well-executed solutions can create a competitive advantage.

For the channel, this is another example of how AI is reshaping traditional communications infrastructure. What was once a basic transport layer is now becoming an application platform—one where intelligence, automation, and data integration define value.

The takeaway is clear: SMS is no longer just messaging. It is emerging as a core component of the conversational AI stack, and those who recognize this shift early will be best positioned to capitalize on it.