Telecom Reseller

“Asynchronous messaging respects customers' time—and when you meet people where they already are, CSAT, revenue, and retention follow.” — Gareth Bray, Premier CX Gareth Bray, Business Development Director at Premier CX, joined Doug Green, Publisher of Technology Reseller News, to discuss how WhatsApp is becoming an essential business channel worldwide. Premier CX, originally known for IVR audio and FAQ videos, now leads organizations through a “zero to amazing” journey on WhatsApp, helping them design, integrate, and scale conversational experiences. Bray explained why WhatsApp is booming: Global adoption — >90% of consumers in India & Brazil already use it to talk to businesses; Europe and the U.S. are rapidly following. Convenience — Asynchronous messaging beats long hold times and tethered web chats. Trust — WhatsApp sits alongside family and friends, making it highly personal and effective. The results are clear: companies report higher productivity, lower costs, stronger CSAT, and increased sales and retention. Bray shared examples from retail and utilities where WhatsApp journeys cut handle time, empowered customers, and improved outcomes for all parties. Bottom line: Just as websites once became essential, WhatsApp is the next wave of customer engagement—and businesses that delay risk being left behind. Learn more and try Premier CX's WhatsApp demo at premiercx.co.uk.

"There are over a billion copper lines worldwide that will disappear in the next five to ten years," says Jake Jacoby, CEO of TELCLOUD. "That's why we built our platform from day one to be global—so our partners can meet this challenge anywhere their customers do business." In the latest episode of the TELCLOUD POTS and Shots Podcast Series, Doug Green, Publisher of Technology Reseller News, sits down with Jacoby to discuss the international scale of the POTS replacement opportunity. While the U.S. still faces the conversion of more than 25 million commercial lines, the global market represents an even larger transformation—with more than a billion lines of legacy copper that must be replaced over the coming decade. Jacoby explains that TELCLOUD's success in the U.S. has driven demand abroad, with active deployments now in Canada, Mexico, Germany, the UK, and additional markets in Europe, Asia-Pacific, and South America. By engineering devices and a platform ready for worldwide deployment, TELCLOUD enables resellers and carriers to address regional regulations, dial plans, and connectivity challenges while still relying on a single global backend. For channel partners, this means two things: Cross-border opportunity – Many customers already operate in both the U.S. and Canada or Mexico, making international coverage a natural next step. Global scalability – TELCLOUD's cloud-native design and partnerships with providers like AWS GovCloud ensure compliance and reliability, even in highly regulated environments. Jacoby also highlighted the broader industry shift away from aging copper toward fiber, wireless, and satellite connectivity, noting that TELCLOUD's mission is to bridge the gap—supporting legacy equipment with modern, resilient infrastructure that delivers long-term reliability. This episode marks the 20th edition of the POTS and Shots series, and Jacoby reflected on the journey so far: “What started as a creative way to talk about technology has become an educational platform that's helping resellers rethink their role in the copper sunset. We're excited for the next 20.” And true to the Shots tradition, Jacoby shared a special tasting from his travels: the Arete Gran Clase Extra Añejo, a four-year-aged tequila brought to Shanghai as a gift for international partners—underscoring the global theme of this episode. Next in the series: “The Hidden Costs of Doing Nothing.” For more information, visit telcloud.com or call 844-900-2270.

“At TeleMate, our job is to make IT and communications troubleshooting easy,” said Reginald Pearson, VP of Sales & Strategy at TeleMate. At WebexOne in San Diego, Doug Green, Publisher of Technology Reseller News, spoke with Pearson about how TeleMate delivers observability across the entire Cisco collaboration suite. Pearson explained that TeleMate provides end-to-end visibility for Webex Calling, Webex Contact Center, and messaging platforms—while also supporting hybrid environments that combine on-premises and cloud technologies such as Cisco Call Manager and CUBEs. With a single-pane-of-glass interface, TeleMate aggregates logs, traces, alarms, and analytics to ensure full service assurance for enterprise IT and communications teams. The platform is vendor-neutral, designed to simplify troubleshooting and performance monitoring across complex UC ecosystems. TeleMate's value proposition: faster troubleshooting, better visibility, and proactive assurance that keeps collaboration platforms running smoothly. Learn more at www.telemate.net.

“Our approach is simple: remove the PII from the data stream, and you don't have to worry about compliance,” said Bill Placke, President, Americas at SecurePII. At WebexOne in San Diego, Doug Green, Publisher of Technology Reseller News, spoke with Jason Thals, COO of BroadSource, and Placke of SecurePII about their finalist recognition in Cisco's Dynamic Duo competition. The joint solution, built on Cisco Webex Contact Center, is designed to unlock AI's potential by enabling enterprises to leverage large language models without exposing sensitive personal data. SecurePII's flagship product, SecureCall, was purpose-built for Webex (and also available on Genesys) to deliver PCI compliance while removing personally identifiable information from voice interactions. This enables organizations to deploy AI and agentic automation confidently, without the regulatory risk tied to data privacy laws across the U.S., GDPR, and beyond. Thals emphasized BroadSource's role in delivering services that complement CCaaS and UCaaS platforms globally, while Placke framed the opportunity for Cisco partners: “This is a super easy bolt-on, available in the Webex App Hub. Customers can be up and running in 30 minutes and compliant.” The collaboration, already proven with a government-regulated client in Australia, is industry-agnostic and scalable from small deployments to 50,000+ users. For Cisco resellers, it represents a powerful, sticky service that integrates seamlessly into channel models while helping enterprises stay compliant as they modernize customer engagement. Learn more at BroadSource and SecurePII.

After a long career as a CTO with companies like NASA, Fannie Mae and Raytheon for the last 18 years, Julian Zottl was really looking forward to his retirement. Hold on – Not so fast! After a short respite, he started getting calls for help from different organizations. It did not take too long for Julian and his wife to recognize that they needed to incorporate and turn this into an engineering and consulting company. Julian discusses the company's future including: Bidding on federal contracts and Partnering with other countries International consulting work Julian Zottl Julian also touched on the future of cybersecurity noting that it is complex, evolving and filled with ongoing challenges. With the rapid evolution of cyber threats Julian noted that the decreasing cost and time required to develop advanced cyber capabilities has led to a significant acceleration in cyber-attacks. He explained how artificial intelligence and machine learning are being used to create vulnerabilities and execute tasks. Julian also touched on the use of AI to predict and exploit complex multi layered efforts in cyber operations highlighting the challenges posed by those advanced threats. What We Do at Azgard Tek! Systems Engineering: Nation-scale secure systems engineered using our aZgard Engineering Process (ZEP). Precision Intelligence: Ubiquitous surveillance, HTIO, SIGINT, and full-spectrum intelligence support—including cultural and geopolitical analysis. Cybersecurity Solutions: Zero Trust with Resiliency, Red Teaming, threat analytics, IR/Mitigation, and robust device testing. Data & AI/ML: Generative and Agentic AI solutions that automate and empower data fusion, threat detection, and mission intelligence at speed. For more information, go to: https://www.azgardtek.com

“We started this company on the belief that the customer experience needs to be better,” says Jim Eckes, Founder of TieTechnology, in a new interview with Doug Green, Publisher of Technology Reseller News. That belief has guided TieTechnology's 100% referral-based growth, and it now drives the launch of Jeannie, the company's newest innovation. Jeannie is an all-inclusive softphone designed to work seamlessly with any CRM platform in the world. By unifying voice and customer data, Jeannie empowers businesses to deliver more personalized, efficient, and informed interactions. Unlike traditional softphones, Jeannie integrates directly into customer workflows, ensuring teams don't have to waste time switching between systems. For Eckes, Jeannie is the realization of a long-term vision: “This is my baby, my dream finally put into software.” He explains that Jeannie is not only about customer experience (CX), but also about improving employee experience (EX) — giving teams tools that are easy to use, reliable, and built to simplify communications. Importantly, Jeannie has been designed to be accessible for smaller businesses, ensuring that organizations of all sizes can access enterprise-grade capabilities without the enterprise-level complexity. This democratization of telecom tools reflects TieTechnology's commitment to building solutions that work seamlessly for everyone. Learn more about TieTechnology at www.tietechnology.com.

“It's doing a serviceable job as being an intelligent director—as if you had multiple cameras and a live operator switching views,” said Darren James Knapp, Director, Poly Channel Business Development, North America at HP | Poly. At Navigate 25, Knapp joined Doug Green, Publisher of Technology Reseller News, for a live demo of Poly's Studio E70 camera, highlighting its Director AI technology. The system identifies active speakers through face recognition and microphone triangulation, automatically framing the conversation to create a more natural, engaging virtual meeting experience. Also featured in the demo was Mike Hubach, Sr. Business Development Manager – Service Providers at Jenne, who noted that Jenne distributes the full Poly portfolio, including headsets, voice, and video solutions. Together, the team demonstrated advanced features such as group framing and people framing, designed to dynamically adjust views as participants join, ensuring remote meetings stay focused and engaging. Knapp emphasized the roadmap ahead: Poly's conferencing solutions will soon feature multi-camera collaboration, enabling multiple Studio E70s in the same room to coordinate and deliver even more immersive meeting experiences powered by AI. For more information, visit hp.com/us-en/poly.html and jenne.com.

“Despite what some people might say, voice is not dead. There's still the need to communicate in that fashion,” says Dave Manfredo, Vice President of RLEC Sales at Sinch. At Navigate 25, Manfredo joined Doug Green, Publisher of Technology Reseller News, to discuss how Sinch is helping rural local exchange carriers (RLECs) and other service providers evolve their communications strategies while balancing current needs with long-term migration. Sinch, a member of the Cloud Communications Alliance (CCA), has grown from its roots in SMS and MMS into a global leader in cloud communications, operating its own network to deliver voice, messaging, and multimedia services. While Manfredo's focus remains on the voice side, Sinch also enables service providers to leverage text, multimedia, and emerging rich communications services. A key challenge for many RLECs is moving from costly TDM circuits to SIP-based solutions. “Our responsibility is to help customers migrate from older technology into SIP so they can enable other solutions for their end users,” Manfredo explained. With Alianza's acquisition of MetaSwitch giving smaller providers more time to plan, many are asking critical questions about the future of voice switching and how to prepare for the next decade. For more information, visit sinch.com.

“We offer a three-year advance replacement warranty—something none of our competitors do,” said Antoine Karachekhlian, Channel Director, North America – Canada at Snom Americas. At Navigate 25, Karachekhlian sat down with Doug Green, Publisher of Technology Reseller News, to highlight Snom's continued innovation in IP phones and DECT mobility. A centerpiece of Snom's presence at the event was the M500 series DECT solution, featuring a desk set, handset, and ruggedized handset. Unlike traditional phones, the system requires only power—no network cabling—connecting wirelessly through a secure, voice-dedicated DECT base. It can even emulate a key system mode for added flexibility. Karachekhlian emphasized Snom's heritage, dating back to its pioneering role in the late 1990s and its acquisition by VTech in 2017, which has strengthened the company's resources and reach. Today,differentiates itself through responsive customer support, channel-first distribution, and regional warehouses in the U.S. and Canada that ensure product availability. For Alianza partners, iLECs, and carriers, Snom's message was clear: innovative, channel-friendly devices backed by robust service and reliability. Learn more at snomamericas.com.

“There are 15 million ILEC subscribers across the U.S., often in the most hard-to-reach areas. We help them modernize while maintaining their TDM needs,” says Maximilien Le Sieur, CEO of TelcoBridges. At Navigate 25, Le Sieur spoke with Doug Green, Publisher of Technology Reseller News, about how TelcoBridges is partnering with Alianza and ILECs to ensure reliable, future-ready voice networks while keeping regulatory compliance intact. When Microsoft ended support for the UMG, MetaSwitch selected TelcoBridges as its integration partner, embedding the company's T-Media gateways into the MetaSwitch suite. With Alianza's acquisition of MetaSwitch, that collaboration has deepened—allowing ILECs to modernize networks while meeting NECA requirements and maintaining universal service funding. Le Sieur noted that TelcoBridges' T-Media line continues to provide rock-solid performance in the field, while the company works closely with Alianza to support ILECs facing UCaaS competition. “Service providers are excited about delivering great UCaaS services for their business customers,” he said. “We play a small role in making sure the infrastructure is up to date and ready.” Looking ahead, TelcoBridges is focused on expanding partnerships with Alianza, MetaSwitch, and rural carriers with legacy systems. “We're excited to support this ecosystem of service providers across the U.S.,” Le Sieur emphasized. For more information, visit telcobridges.com.

“We are telecom people—and we are here to help service providers grow,” says Melissa Frenyea, VP of Customer Success at CommSoft. At Navigate 25, Frenyea and Bill Griffin, Business Development Officer at CommSoft, joined Doug Green, Publisher of Technology Reseller News, to discuss how the company's decades of experience in billing and operations support systems (BSS/OSS) is helping providers—especially rural carriers—succeed in a rapidly evolving communications landscape. CommSoft, originally founded as Communication Software Consultants, delivers billing, provisioning, service order, and trouble-ticketing systems, as well as staff augmentation and full billing department services. Beyond software, the company leverages hundreds of years of combined telecom expertise to help providers run their businesses more efficiently and strategically. Griffin emphasized that the industry is shifting from competition to collaboration: “A bedfellow you would have considered a competitor five years ago is now a partner. Partnerships are paramount in 2025 to give carriers the best solutions in a very different landscape.” Frenyea added that integration is key: “We connect customer data, networks, and services so providers can monetize new opportunities—from AI-powered services to advanced analytics.” As Alianza and Metaswitch unite to expand opportunities for service providers, CommSoft sees its mission clearly: empowering providers to build the future while ensuring reliable, high-quality communications for every community. For more information, visit commsoft.net.

“It's a $50 billion market—but it can only be captured with diligence, the right hardware stack, and the right partners,” says Tina Telson, Founder & CEO of SouthLight Services. At Navigate 25, Telson joined Jake Jacoby, Founder & CEO of TELCLOUD, in conversation with Doug Green, Publisher of Technology Reseller News, to discuss how their partnership is helping enterprises and service providers address the urgent challenge of replacing legacy POTS lines. SouthLight, a voice-focused boutique MSP founded in 2024, has made POTS replacement a core service, backed by TELCLOUD's flexible backend platform. The collaboration allows SouthLight to deliver code-compliant, monitored, and future-proofed alternatives for fire alarms, elevators, and other mandated life-safety systems. Telson emphasized the ground-level realities of the opportunity: “Replacing these lines is not easy. It takes preparedness in order to be successful. You can't just slam something on a wall and hope that it works—you have to plan for it.” Jacoby agreed, highlighting that TELCLOUD's role is to empower resellers like SouthLight: “We built this platform for partnerships. Resellers bring the expertise and customer relationships. We deliver the engine behind the scenes.” The pair also pointed to the nuances of compliance—passing fire marshal inspections, ensuring 24-hour battery backup, and integrating with platforms like Alianza and Metaswitch through APIs. Their joint approach reduces risks for customers while enabling MSPs to scale into a multi-billion-dollar opportunity without cutting corners. For more information, visit southlightservices.com and telcloud.com.

“Fire alarms, elevators, emergency phones—these systems are mandated by law, and they require reliable communication paths,” says Jake Jacoby, Founder & CEO of TELCLOUD. At Navigate 25, Jacoby spoke with Doug Green, Publisher of Technology Reseller News, about the growing urgency of replacing traditional copper POTS lines as carriers abandon legacy infrastructure. With deregulation driving up costs and carriers shifting investment to wireless and fiber, millions of POTS-dependent systems are at risk. TELCLOUD provides a backend platform that enables reseller partners to deliver next-generation POTS replacement services. Unlike one-size-fits-all box solutions, TELCLOUD's flexible platform integrates with partners such as Ericsson, Digi, Peplink, and others, ensuring reliable connectivity, 24-hour battery backup, and compliance with NFPA, CAL FIRE, and local fire department codes. Jacoby emphasized that POTS replacement is no longer optional modernization but a legal requirement. “Elevator phones, fire panels—if those lines go down, buildings become unsafe and unusable. Our platform ensures compliance, monitoring, and future-proof reliability.” TELCLOUD has also built direct API integrations with Metaswitch and Alianza, allowing partners to bring their own switching infrastructure and leverage TELCLOUD's expertise to deliver code-compliant solutions. “We're not customer-facing—we're the engine behind the resellers. Customers trust their providers, sometimes for decades. We help those providers deliver POTS replacement the right way.” For more information, visit telcloud.com.

“Taxes are a monster, but we tame it and make it digestible,” says CeeJay Barber, Vice President of Business Development at Datagate. At Navigate 25, Barber sat down with Doug Green, Publisher of Technology Reseller News, to explain why billing is one of the toughest challenges facing managed service providers (MSPs)—and how Datagate is helping them streamline the process. Datagate provides a billing platform purpose-built for MSPs in telecom. The system automates everything from call detail record (CDR) ingestion and taxation to PSA integration and unified invoicing. With over 500 service providers on the platform, Barber stressed the importance of compliance in an increasingly fragmented regulatory landscape: “If you try to take it on by yourself, you'll overcomplicate your processes, overspend, and still risk getting it wrong.” One highlight of the discussion was Datagate's new Halo PSA integration for AT&T's Apex channel. The solution allows provisioning, billing, and customer management to occur within a single workflow, eliminating the need for multiple AT&T portal logins and ensuring billing flows seamlessly back into Datagate. Barber emphasized that Datagate is deeply API-driven, making it a strong fit with Alianza and Metaswitch partners. “Any Alianza partner can work with Datagate,” he noted. “If you're providing voice and need it billed and taxed accurately, we can integrate it into your workflow.” With AI-driven innovation, regulatory complexity, and growing MSP demand for bundled services, Barber positioned Datagate as a critical enabler for service providers looking to scale without sacrificing compliance. For more information, visit datagate-i.com.

“We were a small fish in a big pond. Now we can focus on our niche and what we're good at.” – Chris Robinson, Director of Sales, Vault CPS At Navigate 25, Doug Green, Publisher of Technology Reseller News, sat down with Chris Robinson, Director of Sales at Vault CPS, to discuss the launch of a new brand built on decades of expertise. Formerly part of Ingram Micro under names such as NetXUSA and CSS, Vault CPS (Vault Communication and Payment Solutions) is now operating as an independent company specializing in hardware lifecycle fulfillment, provisioning, configuration, and payment solutions. Robinson explained that Vault CPS serves large enterprises, service providers, MSPs, and payment processors with critical behind-the-scenes services—such as device configuration, key injection, and software loads—that ensure seamless communication and payment experiences. With one of the industry's most extensive key libraries, Vault CPS delivers value by managing the complex touch points others avoid. The decision to debut the brand at Navigate reflects the company's longstanding role in enabling service providers through platforms like Broadsoft and Metaswitch. Robinson praised Alianza's forward-looking vision, noting that the event emphasized ecosystem thinking—solutions that extend beyond endpoints to include the full technology stack. Vault CPS carries forward the systems, people, and expertise from its Ingram Micro heritage but now has the freedom to sharpen its focus on customer needs. “It's an exciting time,” Robinson said. “We can take all of that legacy knowledge and build a brand for the future.” Learn more about Vault CPS at www.netxusa.com.

“AI isn't just a buzzword—it's transforming how contact centers and collaboration tools deliver value.” – Gary Pesta, Collaboration Account Executive, Webex At Navigate 25, Doug Green, Publisher of Technology Reseller News, sat down with Gary Pesta of Cisco's Webex team to explore how Cisco is helping enterprises and service providers meet customer needs with flexible, AI-powered solutions. Cisco's focus, Pesta explained, is on enabling seamless collaboration across voice, video, and customer engagement channels. A centerpiece of that strategy is the Webex Contact Center, now enhanced with AI-powered agents. These can be scripted for predictable tasks or run autonomously, offering customers a real glimpse of what “AI in action” looks like. Pesta also highlighted Cisco's expanding role in CPaaS, where organizations such as utilities and local telcos are using messaging to proactively inform customers of outages, billing, and service updates—meeting customers before frustration turns into a support call. Another innovation drawing attention at the event was the Cisco Desk Pro, a 27-inch AI-enabled collaboration device with built-in noise cancellation and platform flexibility. Whether customers run Microsoft Teams, Zoom, or Webex, the Desk Pro adapts—showing Cisco's commitment to being platform-agnostic while delivering premium quality. As enterprises shape their “back-to-office” strategies, Cisco sees its AI-enabled devices and collaboration platforms as central to enabling hybrid work and customer engagement. Pesta also underscored Cisco's ecosystem partnerships, noting that Cisco's new 9800 series phones are certified for MetaSwitch and Alianza, aligning with the spirit of collaboration at Navigate. For more information on Cisco's collaboration and AI solutions, visit Webex.

“Compliance missteps can shut a company down, but the right legal partner can also unlock growth.” – Jonathan Marashlian, Managing Partner, The CommLaw Group At Navigate 25, Doug Green, Publisher of Technology Reseller News, sat down with Jonathan Marashlian of Marashlian & Donahue, The CommLaw Group, to discuss the evolving communications ecosystem, regulatory risks, and why specialized legal guidance has never been more critical. Marashlian reflected on his firm's two decades advising communications providers, from the early days of VoIP through today's cloud-native era. He highlighted the impact of Alianza's merger with Metaswitch as a pivotal ecosystem development—one that positions providers to meet demand for both legacy and cloud services in a diverse, fast-evolving market. Key insights from the conversation: Execution matters: Acquisitions alone don't guarantee success; vision, agility, and customer understanding are essential. The compliance burden: States such as California and Massachusetts are extending regulatory authority into VoIP, adding to already complex federal and tax compliance rules. Legal specialization is essential: Telecom law requires industry-specific expertise; general counsel may not anticipate emerging risks like robocall mitigation enforcement. Ecosystem thinking: The CommLaw Group, together with its companion Compliance Group, blends legal and consulting services—providing scalable options from fixed-fee compliance work to high-level legal strategy. Growth through guidance: Beyond avoiding penalties, effective legal partnerships help providers navigate expansion, M&A, and new market opportunities. As Marashlian stressed, the pace of technology far outstrips regulation. Providers that invest in experienced legal and compliance partnerships are better positioned not only to survive but to thrive. Learn more at The CommLaw Group.

“We work with a lot of MSPs to help automate accounting and bookkeeping tasks they might still be doing manually,” says Alexa Vilca of FlexPoint, speaking at the MSP Summit. FlexPoint offers a purpose-built accounts receivable solution designed to improve cash flow and visibility for MSPs. The company's white-label payment portal allows end customers to log in, make payments easily, and choose flexible options, including credit card, debit, ACH, and even short-term financing. Vilca notes that the short-term financing option comes at no risk to the MSP, while enabling providers to extend flexibility to their clients and accelerate receivables. By streamlining collections and automating manual AR tasks, FlexPoint helps MSPs reduce overhead and focus more time on core business. Learn more: https://getflexpoint.com

“Something that really sets us apart is that we sell exclusively through our channel partners and managed service providers,” says Matt Stimax of Wildix, speaking at the MSP Summit in Orlando. Wildix, a global provider of unified communications software, continues to strengthen its position as a channel-first vendor, focusing on enabling MSPs to expand their portfolios with advanced UC and AI-driven solutions. At the Summit, Stimax highlighted the company's no-code agentic AI tools for voice bots and chat bots, designed to help partners quickly deliver intelligent customer engagement without the need for complex development. The approach underscores Wildix's long-standing commitment to MSPs: giving them technology that is easy to adopt, fast to deploy, and profitable to resell, while avoiding direct competition with their own customers. “MSPs want solutions that bring value right away,” Stimax noted. “Our AI capabilities and unified communications platform are designed to deliver just that.” Learn more: https://www.wildix.com  

“Q1 is right around the corner—are you ready?” asks Stephanie Benzik of GreenStar Marketing. Speaking at the MSP Summit in Orlando, Benzik noted that the transition into a new year often brings new product launches, fresh goals, and renewed demand for polished branding and digital presence. For many MSPs and tech companies, that means confronting outdated websites, stale collateral, or branding that no longer reflects the business they've become. To help partners get a head start, GreenStar Marketing is rolling out Q4 specials that include: Discounted website and hosting services Graphic design support Branding refresh options “Whether it's a new look, updated collateral, or a complete rebrand, we've built a program to help MSPs enter Q1 with confidence,” Benzik explains. GreenStar Marketing works exclusively in the tech and telecom space, leveraging deep industry experience to deliver fast, effective marketing outcomes for MSPs, carriers, and IT providers. Learn more: https://gstarmarketing.com/

“At GreenStar Marketing, we only work in the tech and telecom ecosystem—and we do it on purpose,” says Stephanie Benzik, who along with Kenny Coulter represented GreenStar Marketing at the MSP Summit in Orlando. In a conversation at the event, the team explained why GreenStar stands apart from generic marketing agencies: its staff bring deep backgrounds in technology and telecom, allowing them to understand client solutions and audiences without a steep learning curve. That expertise translates into faster ROI, with content that “says it the right way” and connects directly with customers. “When we create marketing for you, it's practically ready to go,” Coulter added. “You just give it a quick check, maybe an edit or two—and you're good to launch.” Green Star Marketing specializes exclusively in the telecom and IT channel, working with MSPs, carriers, and technology companies to streamline branding, messaging, and campaigns that resonate with target buyers. The Orlando MSP Summit provided the perfect backdrop: “It's a great turnout here,” Benzik noted. “If you're at the event, come see us. If not, reach out—we'd love to become part of your marketing solution.” Learn more at: https://gstarmarketing.com/

At the recent MSP Summit, Doug Green, Publisher of Technology Reseller News, sat down with Kyri Davis, Co-Founder of Legion at Kraft Kennedy, to discuss how the firm is helping MSPs strengthen their cybersecurity offerings. Kraft Kennedy, a New York–based MSP with more than 40 years of expertise in the legal and financial services sectors, recently launched Legion, a division dedicated to “left side of boom” cybersecurity. Legion partners with MSPs to deliver penetration testing, security assessments, and vCISO services, enabling smaller providers—many with fewer than 10 employees—to offer enterprise-level security capabilities to their clients without losing ownership of the customer relationship. Davis, who holds the distinctive title of Aquilifer (standard-bearer in the Roman legion), explained that his role is to carry forward Legion's vision: building partnerships with MSPs, supporting compliance needs in regulated industries, and educating end customers on security and AI usage. “Our mission is simple,” Davis noted. “MSPs shouldn't have to choose between protecting their clients and protecting their business. We handle the security burden so MSPs can focus on growth.” Legion leverages Kraft Kennedy's decades of credibility while expanding into broader regulated markets such as healthcare and financial services. The model allows MSPs to outsource advanced security functions while generating new opportunities for their own service portfolios. Learn more about Kraft Kennedy and Legion at https://www.kraftkennedy.com/.

“The real alternative is a trusted home, a trusted partner, not just a replacement,” says Roman Semionov, Sales Director at CaaB. “VMware's model shifts have shattered trust, and MSPs are looking for stability.” In a new Technology Reseller News podcast, Publisher Doug Green speaks with Semionov about why CaaB is positioning itself as a partner-first cloud infrastructure provider at a time of massive turbulence in the virtualization market. With Broadcom's acquisition of VMware leading to sharp cost hikes, licensing complexity, and a shrinking partner ecosystem, many MSPs are scrambling for alternatives. Semionov argues that this upheaval presents an opportunity: MSPs can now re-examine how they deliver cloud services and align with providers that prioritize transparency and predictability. CaaB offers infrastructure-as-a-service with industry-leading margins, white-label branding, and global reach. The platform emphasizes price visibility—partners know their monthly costs before deployment—plus free migrations, 24/7 live support, and regular hardware upgrades without hidden tiers. Semionov shares the story of a New Jersey-based MSP that faced a 600% cost increase under VMware. After migrating to CaaB, the company saved roughly $200,000 annually, allowing them to expand sales staff instead of cutting headcount. Looking ahead, Semionov predicts a shift toward hybrid strategies, reduced vendor lock-in, and growing ecosystems around alternative providers. “VMs are still around, but their dominance is broken,” he notes. “MSPs need a stable, predictable, partner-first option—and that's where CaaB comes in.” To learn more, visit https://caab.cloud

At the MSP Summit, Doug Green, Publisher of Technology Reseller News, sat down with William Rubio, Chief Revenue Officer at CallTower, to discuss the challenges and opportunities facing MSPs as they prepare for 2026. Rubio emphasized that success in today's environment requires MSPs to choose the right partners rather than simply chasing products. With CallTower's expertise in cloud communications—including Microsoft, Cisco, Zoom, and CCaaS platforms such as Genesys and Five9—the company positions itself as an enabler for MSPs seeking to strengthen their portfolios without taking on every capability themselves. “It's not about selling a product—it's about building a partnership that helps MSPs grow their business and support their customers,” Rubio said. Key themes of the conversation included: AI adoption reality: While AI dominates conversations, only about 5% of businesses have actually adopted it. Rubio urged MSPs to take “baby steps”—simple automation projects that build champions and credibility inside customer organizations—before pursuing large-scale deployments. Cybersecurity opportunities: Rubio highlighted the importance of proactive communication. Instead of only responding to attacks, MSPs should show customers the value of the thousands of threats they've already blocked and explain vulnerabilities that could become future risks. The human factor: Despite the excitement around AI, Rubio stressed that relationships remain central. “AI is driven by what humans tell it to do,” he noted, underscoring that trust and tough conversations with customers are key to long-term success. Looking to 2026: MSPs must refine their self-awareness—knowing their strengths, defining their ideal customer profile, and planning thoughtfully whether to double down in a vertical or expand through partnerships. As Rubio summed it up, the MSPs that thrive will be those who plan carefully, partner wisely, and maintain strong customer relationships—balancing technology with the human element that drives growth. More at CallTower.

“You can have the best program in the world, but if nobody knows about it, it won't make a difference,” says Todd Jordan, who leads United Way of Greater Kansas City's 2-1-1. “That's why we run a 24/7/365 contact center—to guide people to real help with a kind, empathetic voice.” In this special Technology Reseller News podcast, Publisher Doug Green brings together Todd Jordan (United Way 2-1-1, Kansas City), Jill Blankenship (CEO, Frontline Group), and Thomas McCarthy-Howe (CTO, VCONIC) to explore Empathy at Scale: how vCon (styled vCon) data and AI—implemented with strict privacy and security—are transforming community helplines and complex, multi-agency referrals. The Scale - and the Strain United Way's 2-1-1 covers 23 counties and roughly 2.5 million people across the Greater Kansas City region. Demand has surged since the pandemic: 155,000+ calls last year and nearly 500,000 total contacts (calls, web, email, even USPS), with average call times around 7.5 minutes—well over a million minutes of conversations. The mix spans urban, suburban, and rural needs, multiple languages, and highly sensitive situations (from rent and utilities to domestic violence and mental health crises). Protecting privacy is paramount. From Corridor Conversation to Pilot Blankenship describes how a hallway conversation about vCon—a new IETF-developed file format for conversations—sparked a collaboration. Frontline Group packaged the idea inside Frontline Quest, their agent-enablement and professional services program, while VCONIC, a spin-out dedicated to vCon technology, provided the protocol and secure data handling. The trio launched a live pilot with United Way 2-1-1 to transcribe calls, structure insights, and surface actionable “signals” for quality, safety, and service improvement—without compromising caller confidentiality. “vCon is designed to feed AI and protect people,” says Thomas McCarthy-Howe. “Bringing IETF-grade security and openness to conversational data lets us see the dark operational signals—safely—and use them to help people faster.” What Changed for 2-1-1 Quality & Care Signals: Real-time indicators help supervisors coach empathy, spotting where agents can lean in—and where secondary trauma support is needed for frontline staff. Searchable Conversations (Not Just Dispositions): Instead of relying on boxes and notes, leaders can now query full conversations to answer urgent policy questions. Jordan asked the system to compare eviction-prevention resources across Kansas vs. Missouri; the synthesized, data-grounded view matched the team's lived experience and revealed precise gaps. Multilingual & Multichannel Reality: With 70–80 languages in some school districts, vCon-backed transcription and analysis improve consistency across interpreters and channels—phone, web, email, and more. Why It Matters For a nonprofit with finite resources, the team needed technology that is secure, lean, and humane—helping callers in crisis without forcing agents to split attention between empathy and note-taking. The pilot is doing exactly that: safeguarding sensitive data while unlocking insights that mobilize funding, target interventions, and strengthen outcomes. “We're at the tip of something transformative,” Jordan says. “Real-time data from our community voices helps us advocate better—and care better.” About the participants: United Way of Greater Kansas City 2-1-1 serves 23 counties and ~2.5M people, fielding 155k+ calls annually. 2-1-1 is a North American network covering ~99% of the U.S. and much of Canada. Frontline Group is a contact center BPO and professional services firm; its Frontline Quest program integrates vCon to enhance agent experience and operational insight. VCONIC specializes in vCon technology—a conversation file format being developed in the IETF, the internet standards body behind protocols like TLS and OAuth. Learn more: United Way 2-1-1 (Kansas City),

“Cybersecurity has been oversold for too long—expensive, complicated, and not user-friendly. What small and mid-sized businesses really need are affordable, effective protections delivered with education and consultation,” says Tomas Sjostrom, CISSP and President of Technology Services at James Moore Technology Services. At the MSP Summit, Sjostrom sat down with Doug Green, Publisher of Technology Reseller News, to discuss his session, Establishing a Successful Managed Security Program: The Consultation Imperative. His message to MSPs was clear: success depends on understanding both the client's business and the end user's experience. Key insights from the conversation include: Listen first, then recommend: Understanding the client's culture and user needs is as important as the technology itself. Focus on education: Solutions like multi-factor authentication (MFA) can initially feel inconvenient to users, but with training, they quickly see the security benefits. Avoid tech-first thinking: Deployments fail when MSPs expect technology alone to solve problems without preparing end users for change. Partnerships extend reach: To provide personal, local service across the Southeastern U.S., James Moore Technology Services developed a technical services partnership program, enabling trusted partners to step in as direct resources for clients. By blending consultation, training, and the right level of protection, James Moore Technology Services is helping small and mid-sized businesses stay secure without unnecessary complexity. Learn more at jmco.com.

“The Broadcom acquisition changed VMware's business strategy—and prices—overnight. Our job is to make the exit as simple as possible,” says Peri Uday Bhaskar, of DartIQ. In this Technology Reseller News podcast recorded at MSP Summit, Publisher Doug Green speaks with Bhaskar about DartIQ's focus: accelerating and de-risking VMware workload migrations to customers' preferred destinations—public cloud, private cloud, or on-prem. Bhaskar notes that VMware's long-time stability masked how dependent many organizations became on its licensing model and partner ecosystem. After Broadcom's acquisition, customers reported steep subscription price increases and a shift to bundled SKUs—from roughly 8,000 products to just a handful of bundles—forcing buyers to pay for features they don't need. He adds that discounts frequently require 3–5-year commitments, and many smaller customers are now confronting a minimum 72-core buy that doesn't fit their footprint. The result: VMware line items that jump 4x to 10x and a rush to evaluate alternatives. DartIQ's answer is vMigrate, a hyper-automated platform that consolidates the multi-step migration toolchain—discovery, assessment, planning, landing-zone build-out, and cutover—into a single workflow, which Bhaskar says can deliver up to 60% time savings compared with traditional approaches. Key capabilities include: Workload analysis & customized cloud planning: Breaks VMware estates into workload packages, validates readiness, and models target-cloud cost, architecture, and trade-offs before a move. Automated landing-zone assignments: Translates on-prem VMware constructs into the correct public/private cloud equivalents and builds the plumbing (networking, policies, placements) to ensure workloads run on day one. Destination flexibility: Supports migrations to public cloud, private cloud, or back to modernized on-prem—wherever the business case lands. “VMware is a feature-rich, solid platform,” Bhaskar says. “But when costs spike tenfold, customers—especially small and midsized organizations working through MSPs—need a clear, automated path to right-sized alternatives.” This DartIQ offering is purpose-built for MSPs: the company engages through the partner channel and provides assessments, planning, and migration execution with the goal of reducing both project complexity and services spend for end customers. Learn more: Visit DartIQ's website and the team's blog (referenced as datakey.ai in the conversation) for migration primers, cost-modeling insights, and MSP scheduling via Calendly.  

"This isn't a business where you swap technology every two years—these are life safety lines that need to work for the next 20," says Jake Jacoby, CEO of TELCLOUD. "That's why our approach is about doing the right thing for customers and giving partners confidence that what they deliver today will stand the test of time." In the latest episode of the TELCLOUD POTS and Shots Podcast Series, Doug Green, Publisher of Technology Reseller News, sits down with Jacoby to discuss what happens beyond the initial POTS replacement sale. While much of the conversation around POTS migration focuses on technology and cost, Jacoby emphasizes that the real value for resellers lies in becoming a trusted advisor—guiding customers toward solutions that are reliable, future-proof, and backed by TELCLOUD's long-term investment strategy. Jacoby explains that while some vendors offer quick fixes using VoIP for life-safety lines, those solutions will fail within a few years. By contrast, TELCLOUD has taken the more difficult but necessary path: building direct IP connections to alarm central stations, ensuring reliability and compliance for decades to come. For resellers, this means confidence in recommending TELCLOUD solutions—knowing they are protecting both customer relationships and recurring revenue streams. The episode also highlights TELCLOUD's 100% white-label model, allowing partners to brand solutions as their own while relying on TELCLOUD's engineering, monitoring, and backend support. From “one and done” installs to continuous remote monitoring, TELCLOUD eliminates repeat truck rolls, giving partners the ability to scale while maintaining customer trust. And, true to the POTS and Shots tradition, the conversation shifts to tequila. This time, Jacoby introduces Código Extra Añejo, a sweet, caramel-forward sipping tequila aged in oak barrels—perfect for the close of a business day. Next up in the series: “Tales from the Road: Global Momentum for POTS Replacement.” For more information, visit telcloud.com or call 844-900-2270.

“AI has eaten software for lunch, but it might be eating communications for dinner,” says Dario Betti, CEO of the Mobile Ecosystem Forum (MEF), in a wide-ranging conversation with Doug Green, Publisher of Technology Reseller News. In this podcast, Betti discusses his recent article, The AI Gold Rush Isn't Going Elon Musk's Way, and explores how mobility has become the front line in the AI revolution. With OpenAI's ChatGPT generating $2 billion in consumer spending from its mobile app—compared to Elon Musk's Grok's estimated $25 million—Betti argues that AI's future is already in the hands of mobile users. For channel partners, MSPs, and UCaaS/CPaaS providers, the implications are profound. Enterprises must rethink how end-users are accessing services today and how they'll expect to interact in the next five to ten years. “Seventy percent of AI integrations in enterprises have failed,” Betti warns, “but doing nothing is not an option. If you don't experiment, you'll be left behind.” The discussion spans: Why mobile is the true AI battleground The legal and competitive drama between Apple, OpenAI, and Elon Musk's Grok The risk of subscription fatigue—and why users still pay for AI today How AI may reshape UCaaS, CPaaS, and contact center experiences Practical advice for MSPs and resellers preparing for 2026 Betti emphasizes that enterprises and partners alike must begin experimenting, even at the risk of failure. The stakes are too high to wait. To learn more about MEF, visit mef.mobi.

“At events, don't chase 200 badge scans—set a KPI like 25 real conversations that turn into 15 meetings and 10 closes,” says Charlene Ignacio, founder of Fornix. At the MSP Summit in Orlando, Doug Green, Publisher of Technology Reseller News, spoke with Ignacio about Fornix's mission: unite MSPs and vendors to win more deals through aligned sales-and-marketing execution. Fornix operates as a fractional Channel Chief/CMO/CRO, bringing CEO-level discipline to planning, pipeline creation, and partner programs. Ignacio outlined three common ways companies waste event spend—and how to fix them: No strategy. Don't exhibit to “use the budget.” Attend first if needed, verify audience fit, and set outcome KPIs tied to pipeline, not swag. No pre-work. Coordinate sales + marketing, book meetings before wheels-up, and craft channel messaging (not just brand marketing). No qualification. Replace mass badge scans (“trick-or-treaters”) with meaningful, scored conversations that feed a defined follow-up plan. On execution, Fornix treats the booth like a live sales floor: pre-show training, clear roles, proactive outreach, and contingency logistics (“hand-carry” critical assets; ship early if needed). Their MSP Village model curates vendors, generates energy (headshots, video, panels), and centers everything on people and community—extended through intimate, ROI-driven dinners instead of costly, low-yield giveaways. Post-show success starts before the show: lock the follow-up plan, owners, and timelines so cards don't languish in a box. For channel teams, Ignacio stresses a simple, measurable funnel: 25 qualified conversations → 15 appointments → 10 closes, with remaining prospects nurtured. Learn more at fornixmarketing.com.

“We're the unmanaged service provider—we don't want to do what MSPs do. We provide the infrastructure so they can grow,” says Andrew Natour of Leaseweb USA. At the MSP Summit in Orlando, Doug Green, Publisher of Technology Reseller News, sat down with Tim Mandell and Andrew Natour to discuss how Leaseweb partners with MSPs to deliver flexible, scalable infrastructure without requiring massive CapEx investments. Leaseweb, a Dutch-based global cloud infrastructure provider with 28 data centers worldwide (nine in the U.S.), works across industries—from gaming and retail to SaaS, ad tech, and AI. But for Mandell and Natour, MSPs are a uniquely strategic partner. “We want to take the journey with them,” Mandell explained. “We provide the infrastructure, they deliver the managed services. It's a true symbiotic relationship.” By offering options ranging from dedicated hardware to virtual private servers, colocation, and cloud services, Leaseweb enables MSPs to scale as client needs evolve. Their reseller model also allows partners to generate new revenue streams while maintaining customer ownership. For MSPs, the message is clear: focus on what you do best, while Leaseweb supplies the infrastructure backbone. Or as Natour put it: “We can frame the house, furnish it, or leave it unfurnished. The choice is yours.” Learn more at leaseweb.com.

“Technology is just a tool—we help businesses maximize its use and apply AI correctly to drive efficiency,” says Mahmud Khan of CMIT Solutions. At the MSP Summit in Orlando, Doug Green, Publisher of Technology Reseller News, sat down with Khan, who recently launched CMIT Solutions of Greater Burlington, New Jersey. As a new franchise owner, Khan is tapping into CMIT's national resources—over 260 locations and 9,000 technicians—to deliver enterprise-grade IT services with a local touch. Khan's practice focuses on small to mid-sized businesses, from real estate firms to health clinics, supporting environments from just a few endpoints up to 100 devices. His mission is to help clients optimize their IT investments, secure their networks, and embrace AI for business process improvements. Attending MSP Summit as both a learner and participant, Khan highlighted the value of sessions on AI applications and the connections made in the exhibit hall. “We came away with new knowledge and new vendor relationships that we can put into action immediately,” he noted. By combining the scale of CMIT's national network with on-the-ground service in Burlington County, Khan says his franchise is positioned to help local organizations navigate rapid technological change. Learn more at cmitsolutions.com.

“Noncompliance isn't just risky—it can mean lost licenses, lost trust, and lost business,” says Joe Garner of dmarcian. At the MSP Summit in Orlando, Doug Green, Publisher of Technology Reseller News, caught up with Garner and colleague Billy Muldoon to discuss why DMARC—the standard for authenticating email—should be a top priority for MSPs and their clients. Founded by Tim Draegen, the primary author of DMARC, dmarcian's mission is to spread adoption of the open standard across the email ecosystem. DMARC builds on earlier protocols (SPF and DKIM) by providing visibility, daily reports, and strong policy enforcement—giving organizations the ability to stop phishing and spoofing attacks at the domain level. For MSPs, the opportunity is clear: DMARC not only protects customer brands but also creates billable project work and recurring revenue streams. By moving client domains from “none” to “reject” policies, MSPs can deliver compliance, reduce support tickets, and demonstrate measurable value. Muldoon emphasized that while AI dominates industry headlines, DNS and email remain critical points of vulnerability. “Email is still the biggest attack vector,” he said. “MSPs can't overlook DMARC—it's both a defensive necessity and a revenue opportunity.” With Google, Yahoo, and now Microsoft requiring DMARC alignment for bulk senders, enterprises must act or risk delivery failures. dmarcian provides MSPs with the tools to visualize mail streams, track compliance, and guide customers through the journey to strong DMARC policies. Learn more at dmarcian.com.

“CRM shouldn't suck—but for too many companies, it does,” says Christopher Smith, Founder of Empellor CRM. “The good news is, when implemented correctly, it can finally deliver on its promise of productivity.” At the MSP Summit in Orlando, Doug Green, Publisher of Technology Reseller News, spoke with Smith about why so many organizations feel burdened by CRM systems—and how Empellor CRM helps MSPs and their customers unlock real value. Smith, who has spent nearly 20 years implementing CRM, explained that the technology itself isn't the problem. Instead, it's often misaligned with business goals, poorly integrated, and treated as a silo. Sales teams end up spending hours entering data that benefits leadership reporting, but not the seller—leading to widespread frustration and weak ROI. To address this, Smith authored the book CRM Shouldn't Suck and is giving away 2,000 copies to help businesses “unsuck” their CRM strategies. His approach emphasizes aligning CRM with strategic goals, cleaning data, and tailoring implementations to real business needs. Smith pointed to Microsoft Dynamics 365, integrated with Copilot AI, as the platform that is finally delivering on CRM's original promise. Features like automated meeting summaries, instant follow-up emails, and task creation free sales teams from hours of manual updates, enabling them to focus on relationships and revenue growth. “CRM is finally able to deliver on its promise of improved productivity,” Smith said. “With Dynamics 365 and Copilot, nothing falls through the cracks—and salespeople get their evenings back.” Learn more at empellorcrm.com.

“Noncompliance in certain cases is not an option—and it can put a company out of business,” says Rick Mancinelli, CEO of C3 Complete. At the MSP Summit in Orlando, Doug Green, Publisher of Technology Reseller News, sat down with Mancinelli and Shash Patel, VP at C3 Complete, to discuss why compliance has become one of the most pressing challenges—and opportunities—for MSPs. C3 Complete is a multifaceted service provider offering cloud, managed services, connectivity, security, and compliance solutions. Their team is seeing heightened demand across industries as regulators tighten rules, from HIPAA and FINRA to SOC 2, PCI, FTC mandates, and FCC enforcement actions like Section 214. “Just this year, more than 1,200 carriers lost their licenses for non-compliance,” Mancinelli noted. For MSPs, compliance represents both risk and reward. Clients—whether healthcare clinics, financial institutions, or telcos—need guidance to navigate ever-changing requirements. MSPs that avoid compliance conversations risk losing trusted relationships, while those that embrace compliance can differentiate and grow. “It's a pain point clients can't ignore,” Patel explained. “If you can't help them, they'll find someone who can—and that puts your entire customer relationship at risk.” C3 approaches compliance as a long-term risk management engagement, blending vCISO services, assessments, penetration testing, and vulnerability management with hands-on guidance to mature client processes over 12 to 36 months. The payoff goes beyond passing audits: compliance maturity strengthens security, opens new recurring revenue streams, and deepens MSP-client trust. “The opportunity right now is huge,” Patel emphasized. “Compliance isn't stagnant—it's evolving every day. That makes this the right time for MSPs to partner and deliver real value.” Learn more at c3-complete.com.

“Left of boom cybersecurity doesn't have to be overwhelming—and we're here to help,” says Nett Lynch, CISO at Kraft Kennedy and Emperor of Legion. At the MSP Summit in Orlando, Doug Green, Publisher of Technology Reseller News, spoke with Lynch about Legion, a new division of Kraft Kennedy dedicated to helping MSPs deliver enterprise-grade security services without the cost of building them in-house. Kraft Kennedy, founded in 1988, has long specialized in IT for the legal sector. Legion extends that expertise to the broader MSP community, offering services such as vCISO, assessments, and penetration testing. The goal: to fill the knowledge and compliance gaps that many small and mid-sized MSPs face while letting them retain focus on their core IT services. Lynch, drawing on 30 years in IT and two decades in the MSP space, stressed that MSPs don't need to reinvent the wheel to provide strategic security. Through partnerships, Legion enables MSPs to deliver more value to clients, while also maturing their own operations. “Clients don't get excited about tools,” he explained. “They care about how technology aligns with business outcomes.” By making high-level security expertise accessible and digestible, Legion helps MSPs protect customers, open new recurring revenue opportunities, and build long-term trust. Learn more at kraftkennedy.com or connect with Nett Lynch on LinkedIn.

“We complete your portfolio—but never compete with your secret sauce,” says Raul Garrido, Director of Sales & Implementation at C3 Complete. At the MSP Summit in Orlando, Doug Green, Publisher of Technology Reseller News, spoke with Garrido and Darin Gull, Director of Business Development, about how C3 helps MSPs strengthen their offerings while preserving customer relationships. C3 Complete provides voice and collaboration, managed services, private cloud, and increasingly, advanced security solutions such as vCISO services and pre-compliance readiness. Their approach is built on partnership: MSPs retain ownership of customer relationships, while C3 provides the expertise and services needed to fill gaps and create recurring revenue streams. “We help MSPs monetize what they may not be able to do on their own,” Gull explained. “It's always a win-win-win for the partner, the customer, and C3.” The team emphasized that empathy, listening, and tailored solutions are at the core of their model. Rather than pushing standard SKUs, C3 designs bespoke solutions for each customer's unique challenges. With a strong focus on relationships and culture, Garrido and Gull stressed that C3 is not about being flashy—it's about building trust, solving problems, and helping MSPs thrive in uncertain economic times. “AI may be powerful, but it will never replace human empathy,” Gull added. “That's what defines C3.” Learn more at c3-complete.com.

“Start tinkering. You've got to start somewhere—and now is the time,” says Jacci Robinson, Vice President – Go-to-Market & Growth (North America) at Anunta. At the MSP Summit in Orlando, Doug Green, Publisher of Technology Reseller News, sat down with Robinson after her panel appearance to discuss how MSPs can begin their AI journey. She noted that many providers are unsure where to start with AI adoption, but waiting is not an option. By experimenting with existing tools, cleaning up data, and testing small internal projects, MSPs can build the foundation for AI-driven efficiency. Robinson emphasized that the most successful use cases to date have come from operations—not flashy product launches. By automating back-office tasks, MSPs can reclaim hours of productivity, uncover hidden revenue opportunities, and prepare their organizations for larger AI-driven transformation. “Be customer zero,” she advised, urging MSPs to apply AI internally before bringing solutions to clients. She also highlighted Anunta's unique approach to digital employee experience. Their service-as-a-software platform uses AI agents to simulate a war room, pulling in data from network, infrastructure, and desktop tools to resolve issues in real time—often before end users even notice a problem. This “zero-incident framework” lowers ticket volumes and reduces operational costs for both MSPs and their customers. “AI isn't just a toolset—it's a mindset,” Robinson said. “It's about reframing growth, not by adding headcount, but by leveraging technology to deliver more with less.” Learn more at anuntatech.com.

“Organizations spend heavily on prevention, but incidents still happen. What makes the difference is how well you respond—and you can't do that by flipping through a 50-page Word document,” says Noam Morginstin, CEO and Co-Founder of Exigence. At the MSP Summit in Orlando, Doug Green, Publisher of Technology Reseller News, sat down with Morginstin to discuss how Exigence helps enterprises and MSPs shift from static documents to a dynamic, platform-based approach to incident readiness. Exigence provides organizations with the ability to build, practice, and execute cybersecurity incident response plans—as well as broader crisis plans such as disaster recovery or business continuity. For MSPs, the company offers a multi-tenant platform with ready-to-use templates and tabletop scenarios, making it simple to onboard clients and provide ongoing value. Morginstin stressed that effective incident response requires three steps: Create a plan. Practice it through tabletop exercises. Execute it when an incident occurs. By moving this entire lifecycle onto a platform, MSPs can eliminate outdated or inaccessible documents, improve client preparedness, and create a scalable, profitable service offering. “The hackers don't discriminate between large and small companies,” Morginstin explained. “Every business needs to be prepared to respond efficiently when—not if—an incident occurs.” Learn more at exigence.io.

“You can find out what your MSP is worth in just 15 seconds,” says Paul Daigle of Biz Advisory Board. “Our evaluator benchmarks your business against peers and shows where you can grow and how to position for acquisition.” At the MSP Summit in Orlando, Doug Green, Publisher of Technology Reseller News, sat down with Daigle moments after his standing-room-only, three-hour session on mergers and acquisitions. Daigle explained how the Biz Advisory Board's MSP Business Evaluator and Accelerator helps owners measure themselves against best-in-class peers, identify gaps, and create strategies to “level up” across 72 key business functions—from marketing and HR to cybersecurity and finance. The model not only helps MSPs break through growth ceilings but also prepares them for successful exits. By showing where an MSP stands compared to others in its revenue group, the evaluator highlights the steps needed to increase valuation and attract buyers. Daigle emphasized that private equity firms, strategic buyers, and financial buyers all use similar benchmarks, making it critical for MSPs to align their operations before entering M&A discussions. He also highlighted the role of AI in shaping valuations. Smaller MSPs can increase EBITDA by replacing entry-level technicians with AI-driven efficiencies, while larger MSPs can scale without additional headcount—both strategies boosting profitability and acquisition appeal. With a growing newsletter following and active LinkedIn presence, Daigle shares weekly insights for MSPs seeking to grow or prepare for sale. “There's no two MSPs alike,” he noted. “But every MSP can accelerate growth and maximize value if they measure themselves and take action.” Learn more at bizadvisoryboard.com.

“AI is a break point for everybody, not only in Latin America, but the entire world. We need to relearn technology—and keep learning,” says Annerys Rosario, founder of NextGen AI Business Consulting. At the MSP Summit in Orlando, Doug Green, Publisher of Technology Reseller News, spoke with Rosario about her mission to help organizations strengthen leadership, streamline operations, and embrace AI transformation. Based in Miami, she brings a unique dual focus: guiding companies through AI adoption while addressing the technology gap across Latin American and Hispanic markets. Rosario explained that what sets her apart is a hands-on, bilingual approach. Rather than simply advising on tools, she works alongside businesses, learning the technologies they implement to deliver deeper support. This personalized approach allows her to train teams in both English and Spanish, making AI more accessible to communities that have traditionally been underserved in the technology space. With a background in broadcasting and years of experience in the Hispanic industry, Rosario is now channeling her expertise into expanding AI adoption across Central America, South America, and the Caribbean. She sees AI not as an option, but as a necessity for businesses everywhere to remain competitive and prosperous. Learn more by connecting with Annerys Rosario on LinkedIn.

“We save about 70% to 80% of the time it takes to enter an RFP,” says Edouard Reinach, CEO of Trampoline. “It becomes a much better gamble if it's just eight hours instead of 40.” At the MSP Summit in Orlando, Doug Green, Publisher of Technology Reseller News, sat down with Reinach to discuss how Trampoline is transforming the way MSPs tackle one of their least favorite tasks: responding to RFPs. By using AI-powered automation, Trampoline helps service providers quickly scope projects, generate accurate proposals, and protect margins—all while reducing the burden on pre-sales teams. Reinach explained that Trampoline not only accelerates response times but also improves accuracy by automatically building a knowledge base from previous work. The platform even includes a “go/no-go” tool that evaluates the fit of an RFP before teams invest time, giving MSPs the confidence to pursue the right opportunities without burning resources. Already supporting customers in Europe, India, and North America, Trampoline is looking to expand its U.S. footprint, with Reinach using the MSP Summit as an opportunity to connect with more providers and showcase how AI can eliminate late nights and tedious manual processes from the RFP cycle. Learn more at trampoline.ai.

“DTEN is the best-kept secret in all-in-one conference rooms for Teams and Zoom,” says Bennett Bauer, Account Executive, Distribution at DTEN, in an interview with Doug Green, Publisher of Technology Reseller News, during ScanSource Partner First. Bauer explained how DTEN's all-in-one capacitive touch panels streamline the deployment of collaboration spaces. Available in 55- and 75-inch sizes, the modular systems are designed for easy installation—mountable on walls or carts, requiring only power and network connectivity. The panels are repairable in the field and supported by Orbit, DTEN's software management console, which enables enterprises and MSPs to monitor, manage, and service devices remotely. DTEN also showcased its AV Bar, a flexible video and audio solution that works with any off-the-shelf display. Featuring patented camera technology with a built-in gyroscope, the AV Bar automatically adjusts orientation and ensures high-quality audio and video. Its AI-assisted microphone arrays and cameras adapt dynamically to room size, participant movement, and voice levels, delivering an inclusive meeting experience across huddle rooms, classrooms, and large conference spaces. What sets DTEN apart in a competitive market, Bauer noted, is its simplicity, cost efficiency, and strong partner economics. The solutions empower IT resellers—without deep pro-AV expertise—to expand into meeting room deployments while benefiting from attractive margins and double deal registration incentives. Founded in partnership with Zoom and now fully certified with both Zoom Rooms and Microsoft Teams Rooms, DTEN continues to scale its offerings to meet enterprise collaboration demands. For more information, visit dten.com.

“Segmentation is powerful, but complexity is the enemy of reliability. That's why resilience has to be part of the zero-trust conversation.” — Mitch Densley, Principal Solutions Architect, Opengear Mitch Densley, Principal Solutions Architect at Opengear, joined Doug Green, Publisher of Technology Reseller News, to explore why Zero Trust cannot stand alone—and how organizations can achieve true resilience with Smart Out-of-Band™ management. With deep expertise in cybersecurity and network architecture, Densley is known for turning complex security concepts into practical strategies. He frequently speaks on securing AI and GenAI environments, highlighting the unique demands of today's computing landscape. Defining Zero Trust Densley framed Zero Trust as the “evolution of defense in depth”—breaking flat networks into smaller, segmented zones to limit the blast radius of breaches or misconfigurations. “It's like shrinking a room full of tinder into smaller compartments with fireproof doors,” he explained. But he emphasized that segmentation alone increases complexity, which can compromise reliability and availability. Why Zero Trust is Only Half the Solution “When critical segments fail, access to shared services like authentication may be lost, effectively bringing everything down,” Densley said. Zero Trust reduces exposure, but without resilience, organizations remain vulnerable to outages caused by malware, insider threats, or human error. Opengear's Smart Out-of-Band Approach Opengear closes this gap with Smart Out-of-Band™ (Smart OOB), a secure management plane independent of the production network. Combined with cellular failover, Smart OOB ensures: Continuous access during outages or breaches Remote investigation, forensics, and remediation without waiting for on-site staff Logging and visibility even when the production network is unavailable “Instead of putting people in cars or planes, you remote in through Opengear and put hands on the keyboard instantly,” Densley said. Real-World Impact Densley recounted a global cybersecurity incident where Opengear customers were able to isolate compromised systems, collect forensic data, and redeploy devices remotely. For those without out-of-band access, outages stretched into days or weeks. “Getting breached happens. Rarely will you be blamed for that alone,” he noted. “It's how quickly and effectively you respond that separates the prepared from the unprepared.” Enabling SD-WAN Rollouts Opengear also simplifies SD-WAN deployments. Without out-of-band visibility, teams are left “crossing their fingers” during cutovers. With Smart OOB, engineers can make small configuration changes remotely, turning multi-day rollout challenges into minutes-long adjustments. The Bottom Line Zero Trust remains a vital pillar of security, but on its own it does not guarantee resilience. By pairing segmentation with Smart Out-of-Band management, organizations can contain threats while ensuring they can respond quickly and effectively to any outage or breach. Learn more about Opengear's approach at opengear.com.

“Voice is back—and with AI, network APIs, and VCons, we're moving from channels to intelligent engagement.” — Kevin Nethercott & Rob Kurver, CPaaS Acceleration Alliance Kevin Nethercott and Rob Kurver of the CPaaS Acceleration Alliance (CPaaSAA) joined Doug Green, Publisher of Technology Reseller News, to preview their Member Summit in Amsterdam, September 22–24 and to chart where programmable communications is headed next. Born from messaging (SMS/A2P), CPaaS now spans voice, video, UCaaS/CCaaS integrations, and carrier network APIs. With AI and the emerging VCon standard (an IETF effort to containerize conversational data across voice, chat, email, and web), CPaaSAA frames the industry's North Star as “intelligent engagement”—outcomes-focused solutions that unify channels, data, and automation. Alliance momentum & event focus 120+ member companies across platforms and operators; ~50 speakers from 20+ countries; curated, senior-level audience. Launch of a Case Directory (120+ commercially available use cases) organized by vertical and region, reflecting where buyers are actually seeing ROI. Publication of the State of CPaaS insights and formation of a VCon working group to accelerate standards adoption and go-to-market patterns. Partnerships highlighted with GSMA and the VCon Foundation. Why this matters now With pandemic-era “Zoom times” behind us, the market is prioritizing profitability and stickiness. CPaaS winners are moving beyond horizontal APIs to verticalized, regulated, and region-specific applications. Example: a Redisys operator solution that uses AI in the core network to improve call intelligibility for people who are hard of hearing—a high-value, retention-friendly use case affecting ~15–18% of users. Takeaways for enterprises and partners Monetize voice again: AI + VCons make conversations machine-usable, improving CX and analytics. Differentiate with network APIs: Security, identity, and authentication services move CPaaS beyond messaging. Build for outcomes: Package solutions by industry and locality; not everything works everywhere the same way. Standardize the data layer: VCons are poised to do for conversations what SIP did for signaling. For membership and summit details, visit cpaasaa.com

“XSponse is a full ecosystem built on a network-based system using PoE and BLE technology,” says Blake Albertsen, VP of Sales at XSponse, in an interview with Doug Green, Publisher of Technology Reseller News, during ScanSource Partner First. Albertsen highlighted XSponse's integrated security and communications platform, which combines wearable technology, wall-mounted devices, and advanced detection capabilities. The ecosystem is designed for deployment in schools, hospitals, corrections, hospitality, and casinos, offering both large-scale and small-footprint solutions. One key feature is XSponse's wearable badge technology, which provides immediate safety alerts. With a triple-button press, the badge triggers LED and vibration feedback, sends alerts through the network, and can even dispatch 911 calls to on-site security officers. The devices also support full audio intercom functions and include built-in cameras with electromagnetic shutters for privacy. XSponse extends beyond personal safety with unique environmental monitoring capabilities, including a vape detector that integrates into HVAC systems to identify vaping and other anomalies such as methane, carbon monoxide, and various toxins. Albertsen emphasized that the system is designed to integrate directly into existing security infrastructures, giving organizations a robust, scalable platform to enhance safety, communication, and real-time incident response. For more information, visit xsponse.com.

“At the core of my leadership style is people first,” says Casey Huffling, Senior Vice President of Specialty Technologies at ScanSource, in a conversation with Doug Green, Publisher of Technology Reseller News, during ScanSource Partner First. Huffling oversees supplier and partner relationships in barcoding (AIDC), mobility, point of sale, and payments. He emphasized how ScanSource's strategy extends beyond equipment sales to integrated solutions and services that deliver ongoing revenue opportunities. A highlight at the conference was ScanSource's new partner portal, launched to provide a single pane of glass for managing business with ScanSource. The portal enables partners to: Pay invoices online Track deal registrations and expirations Monitor warehouse stock availability Receive real-time pricing updates Follow custom configuration services in real time, with a “Domino's pizza tracker” style experience This streamlined digital experience allows ScanSource sales teams to engage partners at a higher level, helping them capture more opportunities while improving ease of doing business. Huffling also pointed to the convergence of collaboration, connectivity, and telecommunications, highlighting the Advantix acquisition and its telecom expense management (TEM) capabilities. AI is also influencing Specialty Technologies, particularly in rugged mobile computing for frontline workers, where data-driven insights enhance efficiency and decision-making. Reflecting on his career and industry recognition, Huffling underscored leadership built on accountability, empowerment, and vulnerability. “Leaders can be the lid on growth. It's about enabling your people,” he said. For more information, visit scansource.com.

“You're not trading your customer in for a commission,” says Eric Tuttle of Intermedia Cloud Communications. “With our C.O.R.E. model, you own the customer relationship, the billing, and the long-term value of recurring revenue.” In this Technology Reseller News podcast, Publisher Doug Green speaks with Eric Tuttle of Intermedia Cloud Communications about why ownership and recurring income are more important than ever for MSPs navigating economic uncertainty. Intermedia's C.O.R.E. (Customer Ownership Reseller Model) gives partners control of billing, pricing, and first-tier support—creating “stickier” customer relationships, predictable monthly revenue, and stronger long-term business valuations. Tuttle also highlights the importance of Intermedia's partnership with ScanSource, where partners benefit from consolidated billing, financing options, and dedicated support. With ScanSource's loyal partner base and reach into adjacent markets such as security and point-of-sale, Intermedia is seeing new opportunities beyond traditional UCaaS resellers. From powering major retail brands like Sephora to enabling MSPs and VARs to diversify revenue, Intermedia positions itself as the solid choice for channel partners who want both flexibility and ownership in today's competitive UCaaS space. To learn more, visit www.intermedia.com

“Instead of a three- to five-hour compliance task, we've reduced it to a 10–15 minute review.” That's how Mark Vange, CEO of Autom8ly, describes the company's breakthrough in helping carriers and enterprises solve the growing complexity of 10DLC text messaging compliance. In this interview with Doug Green, Publisher of Technology Reseller News, Vange explains how Autom8ly's AI assistant, Autumn, streamlines the approval process for messaging campaigns. Today, any business that sends SMS—from yoga studios to automotive shops—must submit detailed compliance forms. Errors often mean rejection, resubmission, extra fees, and delays. Autom8ly's platform guides businesses through the process, generates compliant sample messages, checks required URLs, and ensures proper opt-in/opt-out language—dramatically raising first-pass approval rates. Beyond approvals, Autom8ly also provides real-time monitoring to prevent “campaign drift,” where approved use cases slip into non-compliant territory, risking fines as high as $1,000 per message. For operators and resellers, this not only cuts costs but accelerates time-to-revenue and reduces risk. Autom8ly, a Cloud Communications Alliance (CCA) member, positions itself as a partner to carriers and large resellers, integrating its compliance automation into back-office systems in as little as 30 days. Vange stresses the company's philosophy of “cooperative AI”—solutions where automation accelerates throughput while keeping humans in control. To learn more about Autom8ly and its AI-driven compliance solutions, visit autom8ly.com.

“We eliminate CapEx, embed Zero Trust by default, and lower TCO by 30–40%.” — Niraj Singh, Chief Business Development Officer, Nile Niraj Singh, Chief Business Development Officer at Nile, joined Doug Green, Publisher of Technology Reseller News, to discuss how Nile is redefining enterprise networking with a consumption-based, AI-driven model built for telcos and MSPs. Unlike legacy vendors that sell hardware, licenses, and bolt-on security, Nile delivers Networking-as-a-Service (NaaS) with: 100% OpEx, no CapEx — fully consumption-based pricing Campus Zero Trust built in — isolating every user, device, and app to stop malware propagation AI-native automation — real-time telemetry, anomaly detection, and self-healing networks Lifecycle management included — upgrades, patches, and RMAs fully covered Nile backs its model with a four-nines SLA and money-back guarantee, a rare commitment in enterprise networking. For telcos and MSPs, the impact is significant: Reduced churn by embedding in-building networks alongside connectivity Higher margins thanks to lower TCO (30–40% savings over five years) New revenue streams through bundled, end-to-end secure services Improved NPS with guaranteed reliability and simplified operations “Telcos often compete on commodity connectivity. By partnering with Nile, they can deliver end-to-end SLAs, differentiate services, and retain customers,” Singh explained. Learn more at nilesecure.com.

“We are now branding ourselves as the trusted infrastructure supporter of AI,” says Scott Eaton, Sr. Director, Partner Management at Lumen, in a conversation with Doug Green, Publisher of Technology Reseller News, during ScanSource Partner First. Eaton explained that Lumen, built on the combined legacies of CenturyLink, Level 3, Savvis, and Global Crossing, has transitioned from its telco roots into a technology company focused on powering AI with bandwidth and infrastructure services. Through solutions like wave services, DIA services, data centers, and rapid routes, Lumen provides the backbone for enterprises facing high-intensity data demands. At Partner First, the company highlighted its long-standing partnership with Intelisys, now part of ScanSource, where it has operated for over 20 years in an agency model of recurring commissions. Eaton emphasized that Lumen enables resellers to expand beyond equipment sales and deliver complete customer solutions—moving from “mailbox money” to strategic recurring revenue streams. To simplify adoption, Lumen and ScanSource provide partners with API-driven quoting and ordering tools, training, and field engineering support. This ensures that partners can more easily engage in infrastructure sales, which Eaton described as essential for AI-era growth: “From an AI perspective, it's all about the data… and the high bandwidth requirements to support it.” Eaton noted that partners at the show are eager to learn how to get started, educate themselves, and go deeper with customers. He encouraged resellers to leverage both Lumen's resources and ScanSource's support teams to accelerate success. For more information, visit lumen.com.