Telecom Reseller

In this Technology Reseller News podcast, Doug Green speaks with Jennifer Lee, President and Co-CEO of Intradiem, about how AI—particularly predictive AI—can improve agent well-being, enhance customer experiences, and reduce costly attrition in telecom contact centers. Jennifer Lee Lee, who began her career as a telecom contact center agent, explains that the late summer season is one of the busiest times of the year. With back-to-school moves, new service activations, billing issues, and early product launches, call volumes can spike dramatically. Agents face repetitive, high-stress interactions that, over time, can lead to burnout and turnover. “Stress compounds,” Lee notes. “Minor stressors throughout the day add up to significant fatigue, and without intervention, that can lead to true burnout.” Intradiem's predictive AI can analyze millions of daily data points to identify when an agent is at risk, triggering automatic wellness breaks or supervisor interventions. According to Lee, agents reaching a “critical” burnout level face a 70% chance of leaving within two weeks without support. Beyond agent well-being, predictive AI can also optimize routing, ensure customers are connected to the right resource the first time, and provide agents with real-time customer context. Lee contrasts this with poor chatbot deployments that trap customers, noting that the best AI solutions enhance the customer journey while keeping humans in complex, empathy-driven interactions. “Technology should support humans, not replace them,” Lee emphasizes. “AI has capabilities that no other technology has had before, and when deployed thoughtfully, it can transform both the employee and customer experience.” More information about Intradiem's solutions is available at intradiem.com.

In this Technology Reseller News interview, Doug Green speaks with Dane Surkamer, VP of Global Channel Sales at Digi International, about how the IoT leader is teaming with TELCLOUD to tackle the huge POTS line replacement market. Digi, now in its 40th year, specializes in mission-critical wireless connectivity across industries such as healthcare, transportation, and utilities. Millions of legacy copper endpoints still in use can now be replaced with TELCLOUD's as-a-service POTS solution, integrated with Digi's EX50 5G cellular router and managed through Digi Remote Manager. “The EX50 being PoE-enabled means we can bring the device to where the service is, even in challenging locations like concrete basements,” Surkamer notes. “That flexibility is part of the value we bring to TELCLOUD's solution and to our partners.” The offering fits Digi's channel-first strategy and Digi360 model, giving partners simple SKUs, recurring revenue potential, and a customizable, pre-baked platform. Digi plans to expand partner enablement through alliances, training boot camps, and dedicated support resources. Digi TELCLOUD Press Release Digi Channel Partners Sign Up Visit www.digi.com

In a fast-paced fall event season, where overlapping trade shows can overwhelm even seasoned marketers, Sam Littlefield, President and CEO of Littlefield Agency, joins Technology Reseller News Publisher Doug Green to share fresh strategies for cutting through the noise. Founded in 1980 and based in Tulsa, Oklahoma, Littlefield Agency specializes in complex B2B manufacturer and financial institution marketing, earning recognition as a Top 25 B2B agency in the U.S. Littlefield stresses that while many companies lead with features, real engagement starts by identifying and communicating the customer's pain points and high-level benefits. At trade shows and in campaigns, simplification is key—one clear message beats a crowded wall of technical specs. Once prospects are deeper in the sales funnel, feature details have their place, but early messaging should focus on the “problem solved” for the buyer. The discussion dives into AI's role in modern storytelling, citing a striking example of an entirely AI-generated “Liquid Death” commercial that captured national attention. For Littlefield, AI isn't replacing agencies but is expanding creative possibilities—allowing brands to produce more content, faster, at lower cost, while still requiring human insight for strategy and authenticity. He advises companies to experiment widely with AI and digital platforms, from connected TV campaigns to imperfect but relatable social videos, in order to adapt to shifting buyer expectations, especially from millennials and Gen Z. Whether it's using AI to refine creative ideas, producing authentic short-form videos, or tightening messaging for the trade show floor, Littlefield's advice is clear: test, learn, and embrace new tools while keeping storytelling grounded in the real customer experience. For more insights, visit littlefieldagency.com.

"It's as if we were both JP Morgan and the New York Stock Exchange." — Quoting a Google executive in his new book, Ari Paparo lays out the case against the tech giant. In this Technology Reseller News podcast, Publisher Doug Green interviews Ari Paparo, CEO of Marketecture TV and author of Yield: How Google Bought, Built, and Bullied Its Way to Advertising Dominance. Paparo draws on two decades in ad tech—including his time at DoubleClick during its $3.1 billion acquisition by Google—to explain how the search giant built a commanding position across the digital advertising ecosystem. The conversation centers on the OpenX civil suit against Google, which follows a federal court ruling finding Google guilty of abusing its monopoly in advertising technology. Paparo details how Google's control of both the ad server market and the AdX exchange created a “tie” that locked out competitors, costing companies like OpenX market share and even forcing layoffs. With Google facing multiple antitrust actions worldwide—including parallel cases in search and app stores—Paparo says the September remedies trial could reshape the economics of online publishing. The discussion also examines the broader implications for news organizations and independent publishers, with Paparo predicting that breaking Google's control could open access to new advertising demand sources such as Meta. However, he warns that the rise of AI could create a new winner-take-all dynamic, potentially replacing one dominant gatekeeper with another. For advertisers, Paparo advises pragmatism—continue investing where ROI is strongest, chiefly Google and Meta—while publishers should focus on controlling their distribution through channels like email and podcasts rather than relying on referral traffic. Paparo's Yield—currently a #1 Amazon bestseller in the media category—offers what he describes as a “Michael Lewis–style” narrative for understanding the stakes of ad tech dominance, its impact on journalism, and the uncertain future of an open web. Learn more about Ari Paparo's work at aripaparo.com or find Yield on Amazon and major booksellers.

In this Technology Reseller News and Cloud Communications Alliance preview of the upcoming CCA Financial Summit (October 7, 2025, Willard Hotel, Washington, D.C.), Doug Green speaks with Michael Quinn, Founding Partner at Q Advisors, and Jonathan Marashlian, Managing Partner at The CommLaw Group. The session they will lead—aptly titled Hotel California and the Regulatory Impact on Cloud Transactions—explores how certain state-level telecom regulations, especially in California, are causing costly delays and uncertainty in cloud and VoIP M&A activity. Quinn explains the analogy: “You can check in, but you can never leave. That's how it feels when a deal gets stuck in California's opaque approval process.” He notes that even transactions with minimal in-state revenue can be held for months, slowing an industry that's rapidly evolving with AI and new technologies. Marashlian details the legal backdrop, pointing to the erosion of the Vonage preemption and the California Public Utilities Commission's expanded reach into VoIP. “For 20 years, states generally took a hands-off approach to VoIP market entry and transactions. Now, with California leading the way, we're seeing a spider web of regulatory requirements emerging,” he warns. The result: unpredictable timelines, heightened legal exposure, and the risk that other states will follow suit. Both agree that while consumer protection is vital in traditional telecom, these rules are misapplied to business-focused VoIP and UCaaS providers, where customers are sophisticated and competition is abundant. They urge federal action—specifically FCC reaffirmation of Vonage preemption—to restore clarity, prevent regulatory overreach, and allow businesses to plan transactions with certainty. More information on the speakers and their work is available at commlawgroup.com and qllc.com. Learn more about the CCA Financial Summit and register at https://www.cloudcommunications.com/events/financial-summit-2025.

In just seven months since entering the U.S. market, The Repair Academy—a French-based specialist in micro soldering and board repair training—has already sold out its first American course and is preparing for a second. In this ASCDI- and ITAD-focused interview with Doug Green, Publisher of Technology Reseller News, CEO Alexandre Isaac shares how the Academy's intensive two-week program equips technicians with the skills to diagnose and repair high-value electronics, from MacBook motherboards to server boards, that might otherwise be scrapped. The upcoming October 13–25 course, held at iFixit's Chattanooga, Tennessee facility, offers 130 hours of hands-on training. Participants work at fully equipped stations with microscopes, soldering irons, hot air tools, and DC power supplies, learning to read schematics, use diagnostic equipment, and replace components as small as a human hair. The program is designed for both aspiring entrepreneurs and ITAD professionals, with graduates earning the iFixit Pro Repair Academy Certificate—a credential that verifies they can perform real-world board repairs efficiently and to industry standards. Isaac emphasizes the business potential, noting that repair skills can be applied from a home workspace or scaled into a commercial shop. For ITAD companies, the training represents a way to recover value from “no power” devices, keeping high-value hardware like M-series MacBook boards and networking gear in circulation instead of the waste stream. Notably, the Academy offers lifetime course retakes at no additional cost, ensuring mastery and long-term skill retention. The Repair Academy also assists graduates in sourcing quality tools and fosters peer connections through shared housing and group learning—creating a community of professionals who often continue to collaborate. With eight different training programs already established in France, Isaac sees this as the beginning of a broader U.S. offering, including more introductory-level courses. To learn more or register, visit therepairacademy.us.

"What makes our events unique is the interaction." — Joe Marion, President, Cloud Communications Alliance In this special Technology Reseller News podcast, Doug Green speaks with Joe Marion (President) and Clark Peterson (Chairman) of the Cloud Communications Alliance (CCA) to preview the 2025 CCA Financial Summit, taking place October 7–8 at Washington, D.C.'s historic Willard Hotel. Designed for C-suite executives, the half-day Financial Summit will follow the Cavell Group's annual meeting and feature high-impact sessions on the intersection of finance, regulation, and AI in the cloud communications sector. The program combines top-tier industry analysis, real-world case studies, and collaborative networking in an intimate setting. Highlights from the Conversation: Venue & Networking – The Willard Hotel's historic setting and curated size ensure high-value interactions among executives, analysts, and dealmakers. Regulatory Realities – Sessions such as “Hotel California: The Regulatory Impact on Cloud Communications” will examine how state-level overregulation—especially in California—can derail deals and affect company valuations. Expert-Led Finance Panels – Speakers include Michael Quinn (QAdvisors), telecom attorney Jonathan Marashlian, and regulatory expert Michael Pryor, providing actionable insights for M&A, compliance, and strategic planning. Zoom's Special Announcement – The summit will be the platform for a major product update from Zoom, the event's gold sponsor. AI and Valuation – Leading analysts and executives will discuss how AI integration impacts company value, and CEOs will share firsthand strategies for monetizing AI in communications. Best Practices Roundtable – A moderated, interactive session where attendees can exchange strategies and address the most pressing issues in the industry. Exclusive Capitol Hill Access – Limited to 20 participants, an exclusive Capitol tour and private dinner with CCA leadership and a special congressional guest will offer deeper relationship-building opportunities. Marion and Peterson emphasize that the Financial Summit delivers three core benefits: direct access to the industry's top experts, unmatched C-level networking, and visibility with analysts who influence major buying decisions. For members and first-time attendees alike, it's a chance to align strategy with market reality while making high-value connections. Learn more and register at https://www.cloudcommunications.com/events/financial-summit-2025

"Innovate with us. Don't just issue an RFP—explore the art of the possible." — Dino Trevisani, Senior Vice President & Head of the Americas Region, Tata Communications In this in-depth conversation with Technology Reseller News Publisher Doug Green, Dino Trevisani outlines Tata Communications' strategy to deepen its U.S. presence by leveraging the company's expansive global infrastructure, deep industry expertise, and focus on end-to-end “digital fabric” solutions. Trevisani clarifies the scope of Tata Communications' business—often mistakenly conflated with other Tata Group companies—highlighting its capabilities across subsea fiber optic cables, cloud interconnectivity, IoT, security, customer interaction services, and live media streaming for global events such as Formula One and NFL Thursday Night Football. Looking at mid-2025 trends, Trevisani identifies three major forces shaping CIO priorities: Global supply chain and manufacturing shifts — Companies relocating or expanding operations require complex, compliant, and secure communications networks that span multiple countries. Network rationalization — Enterprises are seeking to consolidate and secure disparate networks, driving down costs and complexity. Edge computing and AI readiness — Preparing infrastructure today to support robotics, AI, and real-time applications that will demand near-100% network uptime. Trevisani's U.S. growth strategy targets companies with more than half of their operations outside the country—where Tata Communications already has dominant market presence—and those seeking to simplify complex, multinational communications environments. He stresses that the company's collaborative global leadership model and innovation-focused acquisitions position it as a proactive partner for clients facing rapid technology and market changes. The discussion also touches on opportunities in rural and underserved areas, the critical importance of subsea cables to the global economy, and the need for programmable, intelligent networks that can adapt to future technology shifts without costly infrastructure overhauls. Trevisani's advice for enterprises: fully understand your current network assets, anticipate where your market is heading, and work with innovation-minded partners to design flexible, resilient infrastructures. To learn more about Tata Communications' U.S. and global solutions, visit tatacommunications.com.

"The whole is far greater than the sum of the parts—especially when telcos and satellite operators work together." — Gareth Kentish, Alvatross In this episode of Technology Reseller News, Publisher Doug Green speaks with Gareth Kentish of Alvatross about how the company is enabling global connectivity through the convergence of terrestrial and satellite communications—powered by open standards, modular software, and strategic industry collaboration. Alvatross, a five-year-old startup backed by Spanish systems integrator Satec, blends the agility of a tech disruptor with the resources and telecom experience of an established player. Kentish explains that Alvatross' “Lego block” approach to operational support systems allows telcos and satellite operators to add, modify, and scale services without costly, monolithic system overhauls. A key focus is enabling hybrid terrestrial-satellite models to ensure continuity of communications—even in disaster scenarios—through projects such as TM Forum's “Tech for Good” Catalyst, which demonstrated how first responders could rapidly activate connectivity via a user-friendly marketplace. Kentish highlights several industry drivers: The growing importance of LEO satellite constellations and seamless integration with terrestrial networks Open digital architectures to reduce cost-to-serve and accelerate service innovation The role of AI in enhancing operations—provided operators first address data quality The need for collaboration to unlock opportunities across telecom and satellite ecosystems Looking ahead, Kentish sees major opportunities for MSPs, MSSPs, and service providers who embrace convergence, modularity, and partnerships. He emphasizes that success will depend not just on technology, but also on cultivating the right culture, collaboration, and consensus—both within companies and across the industry. To learn more, visit www.alvatross.io.

"Can I make money selling AI... or should I give it away to sell more of something else?" — Irwin Lazar, President and Principal Analyst, Metrigy In this special preview podcast for the upcoming Cloud Communications Alliance (CCA) Financial Summit, Doug Green, Publisher of Technology Reseller News, sits down with Irwin Lazar, President and Principal Analyst at Metrigy, to discuss how AI is reshaping the economics of cloud communications—and how that impacts everything from vendor strategy to company valuations and M&A activity. As part of a diverse panel at the CCA Financial Summit, October 7–8 at the Willard Hotel in Washington, D.C., Lazar brings the voice of the buyer to the discussion. Drawing from Metrigy's extensive buyer-side research, he offers a data-driven look at how AI is being implemented, monetized, and evaluated across the communications and contact center landscape. Key Insights from the Podcast: The Monetization Dilemma: Vendors face tough choices—charge premiums for AI features or offer them for free to drive core product adoption. Strategic M&A: Recent deals, like NICE acquiring Cognigy, suggest buyers are favoring tech-focused acquisitions over ego-driven, market-share plays. Build vs. Buy: With AI coding tools becoming more accessible, enterprises face classic tradeoffs—develop internally using models like OpenAI and Anthropic, or accelerate capability through acquisitions. Risks on the Horizon: Lazar identifies power availability, data trust, and model disruption (e.g., DeepSeek's entry) as potential speed bumps for future AI adoption. Avoiding the Avaya-Nortel Trap: Today's acquirers appear more cautious, focused on adding capabilities—not just size. With AI influencing everything from product development to boardroom decisions, Lazar's perspective will be a highlight of the CCA Financial Summit's finance-focused programming. His message is clear: AI isn't just a tech trend—it's a business driver that's rapidly influencing enterprise strategy, investor sentiment, and go-to-market approaches. Learn more about Metrigy at https://metrigy.com Learn more about the Cloud Communications Alliance at https://cloudcommunications.com

“We want to bring the human back. That's what we want to do.” — Danielle Foster, Founder, D Foster Consulting In a conversation that challenges current tech trends, Doug Green, Publisher of Technology Reseller News, sits down with Danielle Foster and Shelby Page of D Foster Consulting, LLC to explore the real-world impact of AI on contact centers—and the people who staff them. Founded by military spouse Danielle Foster, D Foster Consulting (DFC) is a fully remote, boutique contact center powered by a team of over 40 employees—many of whom are veterans and fellow military spouses. The company offers human-led sales and customer service solutions, primarily to B2B clients in home services, construction, legal, and other high-touch sectors. In the podcast, Foster and Page share candid insights about how AI is being misapplied in the contact center world, especially when companies try to replace humans with automated agents. One client replaced DFC with AI voice callers for outbound appointment setting—only to return weeks later after conversions plummeted from as high as 15% to just 0.57%. “People were hanging up because they knew it was AI,” said Foster. While AI has potential, both guests caution against relying on it exclusively for customer-facing roles. Tools like AI-generated call notes, automated IVRs, and chatbots often miss emotional cues, personal context, and the nuanced needs of frustrated or high-stakes callers—such as those contacting a law office or roofing company during an emergency. “AI isn't going to note that the client was excited—or that they were nervous, or confused,” added Shelby Page. “That's something only a person picks up.” The conversation also touches on the unintended burnout AI can cause for human agents when escalations come in too late or customers are already frustrated by the time they reach a real person. DFC's approach—manual notes, live human engagement, and personalized service—results in stronger ROI, higher customer satisfaction, and improved employee retention. With flexible pricing, no contracts, and a mission-driven team model, D Foster Consulting is not only helping businesses preserve their customer experience, but also offering meaningful remote employment opportunities to military and first responder families across the country. Learn more about how D Foster Consulting is “bringing the human back” at https://www.dfosterconsulting.com

"This is not only a replacement, it's an improvement." — Jake Jacoby, TELCLOUD In the latest edition of the POTS and Shots podcast series, Doug Green, Publisher of Technology Reseller News, reconnects with Jake Jacoby of TELCLOUD to dive into one of the most essential yet often overlooked parts of communications infrastructure: life safety lines. From elevators and fire panels to emergency call systems, these critical connections—traditionally powered by POTS lines—must not only work but never fail. Jacoby shares how TELCLOUD is helping resellers deliver next-generation POTS line replacements that not only meet but exceed five-nines (99.999%) uptime, thanks to an architecture grounded in multi-layered redundancy: On-premise hardware equipped with triple power redundancy (building power, battery, and backup battery) Connectivity via multiple broadband, cellular (multi-carrier), and satellite options Fully redundant, geographically diverse global data centers “Every single one of our data centers is redundant within itself—and each data center is redundant of each other,” Jacoby explains. While legacy copper lines continue to grow more expensive and unreliable, TELCLOUD's solution is both cost-effective and compliant, making it a natural choice for sectors like public safety, healthcare, and education, where uptime and code compliance are non-negotiable. Resellers can offer monthly pricing, national installation, and a stable, future-ready service—without the scramble when copper lines are finally shut off. Most importantly, Jacoby emphasizes that this is a reseller opportunity with immediate ROI. By empowering an army of partners to educate and implement, TELCLOUD is enabling a seamless and scalable transition to modern infrastructure—helping organizations avoid emergencies before they become disasters. And as always, the episode closes with a tour of tequila. This time: Emerald Spear Blanco, a clean, organic tequila crafted by four Navy SEALs, paying tribute to San Diego's military roots and TELCLOUD's own HQ hometown. Learn more about TELCLOUD's POTS replacement solutions at https://www.telcloud.com or call 844-900-2270.

Lou Borrelli on Empowering 650+ Members Through Shared Innovation and the AI Center of Excellence “Connectivity is king. Without connectivity, you don't really have a business.” — Lou Borrelli, CEO, National Content & Technology Cooperative (NCTC) In this in-depth conversation with Doug Green, Publisher of Technology Reseller News, Lou Borrelli, CEO of the National Content & Technology Cooperative (NCTC), shares the evolution of an organization born from a Kansas City poker game into a powerful force connecting over 650 members across all 50 states and U.S. territories—and over 40 million broadband users. What began 41 years ago as a content-buying co-op for small and medium-sized cable operators has transformed into a modern technology and content hub, offering members buying power not just for programming, but also for hardware, software, broadband, mobile services, and now AI-driven solutions. At the heart of the conversation is NCTC's latest initiative: the AI Center of Excellence (AICOE). This strategic program is currently in its second phase, piloting AI applications for network monitoring, customer service, and predictive maintenance—all designed to help smaller operators stay competitive with national giants like Comcast and Charter. Borrelli emphasizes real convergence—not just of telecom technologies, but of content, connectivity, mobility, and AI. With the explosion of digital tools, even the smallest provider can now offer scalable, competitive services thanks to shared innovation and cooperative economics. From rural Kentucky to the suburbs of Boston, NCTC members benefit from centralized procurement, support, and emerging service models. The conversation also previews The Independent Show, NCTC's signature annual event, which brings together technologists and content creators. Borrelli calls it “the last great cable convention,” providing a unique venue for collaboration amid an increasingly fragmented media landscape. On the topic of content delivery, Borrelli is blunt: “Discovery is broken.” He points to the decline of unified cable guides and the rise of app-based content chaos. Consumers are subscribing, unsubscribing, and re-bundling content in real time—often recreating cable-like bills through a mix of streaming services. NCTC is exploring ways to aggregate and simplify the content experience while delivering sustainable value to customers and members. He also critiques the state of U.S. regulatory policy, calling for an overhaul of retransmission consent rules and emphasizing that consumers haven't truly “cut the cord”—they've unbundled it. For service providers, MSPs, or content vendors wondering if they have a place in the NCTC ecosystem, Borrelli extends a clear invitation: “If you have products or services that help our members succeed, we're open for business.” Learn more about NCTC and how your technology or content can help shape the next phase of convergence: https://www.nctconline.org.

“Well-being is a stronger metric of success than productivity when it comes to AI adoption—and a natural outcome of that well-being is more productivity.” — Paul Sephton, Global Head of Brand Communications, Jabra In this enlightening episode of Technology Reseller News, Publisher Doug Green interviews Paul Sephton, Global Head of Brand Communications at Jabra, about a new study conducted in partnership with the Happiness Research Institute. The report reveals a compelling insight: workers who use AI at work report higher well-being and job satisfaction. Why does this matter to Jabra? As Sephton explains, Jabra's mission goes beyond engineering headsets and video solutions—it's about optimizing the modern work experience. And as AI changes the nature of work, Jabra believes that cultural shifts, not just technical upgrades, will define whether AI enhances productivity and happiness. Key findings and themes from the podcast include: AI + Happiness: While not conclusive causation, there's a clear correlation between AI use and improved workplace well-being. Those who use AI more often tend to report higher satisfaction and purpose in their roles. From Fear to Optimism: The study shows a positive turn in sentiment. As AI becomes more ubiquitous and embedded in the day-to-day, optimism is rising—especially when organizations communicate transparently about their AI strategies. People-to-Machine Communication: Jabra is preparing for a future where not just people talk to people, but where we interact directly with AI agents. Enabling seamless communication between humans and AI will be essential—and Jabra aims to be at the center of that evolution. Well-Being as Strategy: Sephton urges leaders to treat employee well-being as a core indicator of successful change management. Transparency, experimentation, and culture are critical levers for embracing AI meaningfully. Jabra's Role: From professional audio and video collaboration gear to AI-optimized meeting room solutions, Jabra is developing the “eyes and ears” for enterprise AI—ensuring communication systems evolve as work itself transforms. To explore the full study, visit: https://www.jabra.com This podcast is part of Technology Reseller News' continuing coverage of AI, the future of work, and cloud communications. Jabra is a member of the Cloud Communications Alliance (CCA).

“We're now close to a quarter billion dollars in revenue, with operations across North America, EMEA, and APAC—and we're just getting started.” — Russ Reeder, CEO, XTIUM Technology Reseller News spoke with Russ Reeder, CEO, and Leon Schuurmans, Managing Director of EMEA at XTIUM, about the company's official launch of direct operations in Europe. The podcast, hosted by publisher Doug Green, offers a deep dive into XTIUM's journey from a merger of ATSG and Evolve IP into a global managed service provider (MSP) with a full suite of IT, UCaaS, CCaaS, MDR, and AI-powered offerings. The move into Europe builds on a longstanding foundation. Schuurmans recounted how the company—then Evolve IP—pioneered contact center and unified communications services in the Netherlands as early as 2007. Now, the new XTIUM brand brings integrated IT and communications services to a market increasingly seeking consolidation, scale, and security. Reeder emphasized the strategic advantages of global reach paired with local expertise. The company has over 1,700 customers and supports over one million endpoints. Backed by more than $1 billion in acquisitions and $350 million in private equity investment, XTIUM is well-positioned to serve multinational customers across North America, EMEA, and APAC. Key offerings discussed include: Full MSP services including managed network, help desk, UCaaS, and CCaaS AI-enabled services, from internal sales and support tools to client-facing AI onboarding, security, and optimization Cybersecurity and MDR, especially critical in the face of regulatory and infrastructure shifts like Windows 11 adoption The company also shared how its premium support model and customer success focus drive long-term growth. “We don't throw customers over the wall,” Reeder noted, outlining a high-touch process from onboarding to strategic reviews aimed at turning clients into evangelists. In EMEA, Schuurmans sees key vertical growth in healthcare, finance, retail, and professional services, driven by urgent needs around cybersecurity and desktop virtualization. He plans to scale both direct customer engagements and indirect channel partner relationships over the next 12–18 months. Looking ahead, XTIUM will continue to grow both organically and through acquisition. With a clearly stated goal to become the go-to global MSP for mid-market and enterprise customers, Reeder summed up the company's mission: “Think globally, act locally.” Learn more at: https://xtium.com

James Abercrombie breaks down the modern Acronis stack and the future of MSP enablement at GTIA ChannelCon “You don't know what you don't know—just test it.” — James Abercrombie, Software Vendor Technology Evangelist, Acronis At GTIA ChannelCon 2025, James Abercrombie of Acronis joined Technology Reseller News Publisher Doug Green to set the record straight: Acronis is no longer just a backup company. It's a full-featured platform designed to help MSPs grow, secure, and streamline their businesses—without patching together solutions from multiple vendors. “Acronis today means one console, one agent, one protection plan,” Abercrombie explained. In addition to backup and disaster recovery, the platform now includes remote monitoring and management (RMM), professional services automation (PSA), security, scripting, and deep integrations—all in one native environment. This integrated approach, he argues, allows MSPs to improve technician efficiency, reduce overhead, and deliver seamless customer experiences. For new customer onboarding, Acronis even eliminates reboot requirements—allowing services to be deployed faster and revenue to be recognized sooner. Abercrombie, a 20-year channel veteran and GTIA mentor, also discussed his work to support the next generation of MSPs through the Acronis Academy and MSP Academy. These programs provide real-world training to help MSPs break past growth plateaus and optimize marketing, support, and operations. “It's not just about being an MSP—it's about becoming a better MSP,” he said. From solo sysadmins-turned-business-owners to enterprise providers seeking scalable security, Abercrombie's message was clear: if you haven't seen Acronis lately, it's time to take another look. To learn more, visit acronis.com.

Degly Mendez shares a human-centered MSP philosophy built on trust, patience, and long-term partnerships at GTIA ChannelCon “No small business left behind.” — Degly Mendez, CEO, Avanzar IT Systems At GTIA ChannelCon 2025, Degly Mendez, CEO of Avanzar IT Systems, joined Doug Green of Technology Reseller News for a powerful and personal conversation about empathy, leadership, and how MSPs can meaningfully support small businesses. Avanzar IT Systems—Avanzar meaning “to move forward” in Spanish—specializes in serving small to medium-sized businesses across industries, including law firms, manufacturing, CPA offices, and real estate. But Mendez made clear that the company's mission is about more than just technology. “If we can help our clients move forward, we do it—whether they can afford it today or not.” Rather than focus on quick wins or transactional revenue, Mendez advocates for building relationships rooted in empathy, trust, and a long-term vision. “These aren't transactions,” he said. “These are partnerships that we hope will last years.” As a proud member and leader within GTIA—serving on the Cybersecurity Executive Council, ISAO Advisory Group, and as a frequent speaker—Mendez echoed the inclusive spirit of ChannelCon, where companies big and small share the same 10x10 space and voice. “Everyone needs help. And everyone can provide it.” With a guiding philosophy of “no small business left behind,” Mendez and Avanzar IT Systems are building a future where technology empowers—not excludes—businesses of all sizes. To learn more, visit avanzaritsystems.com

Matt Horning shares the frontline MSP perspective from GTIA ChannelCon “AI is the new shiny object—but if you're not doing the basics, it becomes a threat vector, not a solution.” — Matt Horning, CEO, Blue Tree Technology At GTIA ChannelCon 2025, Doug Green, Publisher of Technology Reseller News, sat down with Matt Horning, CEO of Kansas City-based MSP Blue Tree Technology, to capture the real-world experience of a managed service provider navigating AI hype, cybersecurity challenges, and industry fundamentals. Horning, whose firm serves clients across six states, shared that while Blue Tree is actively exploring AI for clients, the technology still feels like a beta product. “We're being pulled into AI,” Horning said. “Clients are asking for it, and we want to provide value—but it has to be aligned with our standards of excellence. No vaporware.” While AI dominated many sessions at ChannelCon, Horning pointed to the renewed emphasis on foundational practices—like patching, firewalling, and compliance—as the most valuable insight. “If you don't have the basics right, AI just adds risk.” Blue Tree Technology is known for its high standards and measured approach to emerging tech. At events like ChannelCon, Horning finds value not just in the content, but in the community of like-minded MSPs who are solving real-world problems—not just chasing the latest trend. To learn more, visit BlueTreeTechnology.com.

Daniel Maynard champions relationship-driven growth and real-world cyber readiness at GTIA ChannelCon “Today, people don't Google a solution—they call someone they trust.” — Daniel Maynard, Director, Strategic Partnerships, DeepSeas At GTIA ChannelCon 2025, Daniel Maynard of DeepSeas joined Doug Green, Publisher of Technology Reseller News, for a thought-provoking conversation on the shift from transactional selling to trust-based influence—and what that means for cybersecurity partnerships today. DeepSeas is a comprehensive cybersecurity firm that helps organizations assess where they are on their security journey and builds customized roadmaps to reduce risk and improve resilience. Its services span governance, MDR, and offensive security tools like vulnerability assessments and penetration testing. But it was a book, not a tech stack, that anchored this discussion. Maynard introduced Nearbound by Jared Fuller—a playbook for winning in the “who economy,” where buyers prioritize recommendations from people they trust over product specs and search engines. Maynard described a real-life example of this principle in action: A major client preparing for an IPO sought cybersecurity guidance not from a web search, but through a trusted network of consultants and partners—ultimately leading them to DeepSeas. “The new buying motion is all about credibility and relationships,” Maynard explained. “It's not about how they find a product. It's about who they trust.” For channel leaders and MSPs, this shift underscores the importance of relationship-building, reliability, and reputation—key tenets for thriving in a referral-first world. To learn more about DeepSeas cybersecurity solutions, visit deepseas.com.

Executive council member shares how GTIA empowers managed services professionals at ChannelCon 2025 “It's not a good day unless you learn something new.” — Christopher Infante, Chair, Managed Services Community, GTIA Podcasting from GTIA's ChannelCon 2025, Doug Green of Technology Reseller News sat down with Christopher Infante, Executive Council Member of GTIA and Chair of its Managed Services Community, to explore how the association is reshaping opportunity and education for MSPs around the world. Infante, who manages Forward Edge, an education-focused MSP with over 130 employees, emphasized the importance of GTIA as a “channel connector”—bringing together MSPs, vendors, and IT professionals to elevate the entire industry through collaboration, community, and shared learning. This year's ChannelCon marked the first official event under the GTIA brand, and according to Infante, the energy was unlike anything he's seen at other conferences. “There's more excitement here… people are chomping at the bit to see what's coming next.” One of those “nexts,” Infante revealed, is a forthcoming educational program tailored to newcomers and veterans alike—designed to demystify the channel and onboard professionals from any starting point. GTIA also supports MSP growth with ongoing meetups and certifications like the Cybersecurity Trustmark, helping members elevate their practices and demonstrate trust to clients. For Infante personally, the conference delivered insight on trending topics such as AI implementation, governance, and ethical usage—as well as practical takeaways from keynote speaker Kim Scott, author of Radical Candor. When asked why MSPs should get involved, Infante didn't hesitate: “You'll surround yourself with people who want to grow—not just in their business, but in their community. And that's transformational.” To learn more or get involved, visit gtia.org.

Ameet Dhillon explains why the BIOS layer is the next cybersecurity frontier at GTIA ChannelCon “You protect the OS and application layer—why not protect the BIOS that launches them?” — Ameet Dhillon, FirmGuard by Phoenix At GTIA ChannelCon 2025, Ameet Dhillon of FirmGuard joined Doug Green, Publisher of Technology Reseller News, to introduce a vital but often overlooked part of the MSP security stack: remote BIOS management. FirmGuard, a solution by Phoenix Technologies, allows MSPs to remotely update, configure, and monitor BIOS firmware across mixed hardware environments—Dell, HP, Lenovo, and more. “Most MSPs know BIOS is critical,” Dhillon explained, “but they lack an efficient, cross-manufacturer way to manage it.” As endpoint protection at the OS and application levels improves, attackers have begun targeting the firmware layer below the operating system. Agencies like CISA have issued warnings that BIOS vulnerabilities are an emerging threat vector—and FirmGuard is built to fill that gap. With FirmGuard, MSPs gain immediate visibility into BIOS vulnerabilities, outdated firmware, and legacy-mode systems that may need replacement. The platform operates fully remotely, eliminating truck rolls and improving technician efficiency. At just $1.50 per endpoint per month, FirmGuard's pricing makes it easy for MSPs to add to their security offering while preserving margin. “We're not just a monitoring tool,” Dhillon emphasized. “We give MSPs actionable insight—and the ability to act.” To learn more or request access to the MSP program, visit firmguard.com.

Steve Copeland on empowering the channel with portable, multi-carrier connectivity at GTIA ChannelCon “We're built by an MSP—for MSPs.” — Steve Copeland, RYTHMz At GTIA's ChannelCon 2025, Steve Copeland, CEO of RYTHMz, sat down with Technology Reseller News Publisher Doug Green to share how his company is redefining connectivity with a turnkey solution: Internet in a Box. Purpose-built for MSPs, public safety, and event deployment, the ruggedized, multi-carrier platform offers rapid, portable internet anywhere—and opens the door to new recurring revenue opportunities. RYTHMz's solution was born from a real-world need. After fixing a mission-critical outage at a VIP event in Beverly Hills, Copeland began prototyping a compact, field-ready internet kit that MSPs could deploy at concerts, libraries, hospitals, schools, and beyond. Today, the system supports 5G bonding across Verizon, T-Mobile, and AT&T networks with real-time failover for uptime-critical operations—from POS systems at Comic-Con to disaster response at a public library following a fiber outage. “Our partners have deployed these at Coldplay concerts, ESPN live broadcasts, fiber installation fleets, and charter schools,” Copeland said. “If your customer can't go down, we're the ‘new internet' they need.” RYTHMz solutions start at $295/month, with channel partners renting or bundling the hardware to deliver high-availability connectivity without CAPEX. The platform offers both revenue protection and continuity—especially for MSPs who are already fielding outage-related calls without compensation. “We're already taking the calls. Why not get paid for them?” Copeland asks. As a longtime member of the MSP community, Copeland closed with a message about mentorship: “Grab someone and teach. We've got to pass this knowledge down.” To learn more about RYTHMz, visit rythmz.com.

Dan Wensley outlines GTIA's bold vision for a member-driven, globally connected IT channel “We're here to support and help the IT channel grow... and provide a level playing field community.” — Dan Wensley, GTIA In a milestone interview recorded live at the inaugural GTIA ChannelCon 2025, Dan Wensley, CEO of the Global Technology Industry Association (GTIA), joined Doug Green, Publisher of Technology Reseller News, to discuss the organization's renewed mission, global scope, and member-first model. Wensley shared that GTIA emerged from the historic CompTIA organization after the divestiture of its training and certification business. What remains is a sharpened focus on the channel—vendors, distributors, ITSPs, MSPs, and professionals—built around community, education, advocacy, and advancement. “This is a new brand, a new image, and a new vision,” said Wensley. “We're not here to sell certifications—we're here to serve the channel.” GTIA's newly structured events, like ChannelCon, offer equal opportunity to all participants regardless of company size. “This is not pay to play,” Wensley emphasized. “Every exhibitor gets the same booth, and every member pays virtually the same amount to participate.” The 2025 conference featured AI and cybersecurity content, but Wensley was deliberate in ensuring AI wasn't allowed to dominate every conversation. “Our members told us they still have businesses to run, so our programming reflects that.” GTIA's global ambition is more than just a name. With members in over 150 countries and expanding regional communities, GTIA is becoming a global hub for thought leadership, networking, and shared best practices. With events already planned for Indonesia, Australia, and a return to the UK, the association is scaling its reach alongside its renewed mission. Wensley closed with a call to action: “If you're in the IT services industry, join us. Let's grow this channel together.” To learn more or become a member, visit gtia.org.

Angelo Simao explains how MSPs can scale smarter with on-demand IT labor at GTIA ChannelCon “Don't go it alone… Let us fill those gaps.” — Angelo Simao, F2OnSite At GTIA's ChannelCon 2025 in Nashville, Angelo Simao, COO of F2OnSite, joined Technology Reseller News Publisher Doug Green to discuss a critical and often overlooked challenge in the channel: how to deliver IT services beyond your geographic footprint without the HR burden. F2OnSite offers “Labor as a Service”—a flexible and scalable solution for MSPs, system integrators, and large IT vendors that need expert hands and feet in the field, whether across the country or across hundreds of client sites. “Instead of flying your team across states, you call us,” said Simao. “We've been building a national technician network since 2007.” The model enables MSPs to extend their reach and capabilities without maintaining an in-house bench or enduring the cost and complexity of screening new talent for every job. With a vetted pool of thousands of technicians and hundreds of active W-2 staff, F2OnSite can deploy the right resource—by skill, region, and even environment fit—whether it's a single emergency call or a 600-site desktop rollout. “We're the silent partner,” Simao noted. “You may never see us, but we're helping you scale smarter.” As the labor market continues to tighten and IT skills become increasingly specialized, Simao urged MSPs to rethink how they handle project delivery and service calls. “Nobody can do it all. And when you're flooded with resumes and time is tight, we can help you focus on execution, not recruitment.” To learn more about how F2OnSite supports MSPs nationwide, visit f2onsite.com.

Alberto Francis champions end-user empathy, proactive insights, and monetization at GTIA ChannelCon “I heart Service Desk.” — Alberto Francis, President & CEO, Black Birch Group At ChannelCon 2025, hosted by GTIA in Nashville, Alberto Francis of Black Birch Group sat down with Doug Green, Publisher of Technology Reseller News, to deliver a bold and unexpected message: the service desk deserves more love—and attention as a growth driver. Francis, a self-described “talker” with a background in financial services IT, explained how his passion for human connection led him to build a company centered on crafting customized service desk experiences for MSPs. “It's the one place users interact with us daily,” said Francis. “It should be loved 24/7.” According to Francis, the service desk is an untapped source of business intelligence. “Why is it that 20 new user onboardings don't trigger a conversation about growth?” he asked, citing missed opportunities for MSPs to proactively engage clients on automation, workflow efficiency, and scaling support. He envisions a smarter, more proactive desk that not only solves tickets but flags business trends before they reach the executive suite. Black Birch Group's approach is to build desks that deliver “white-glove” experiences with KPI strategies that go beyond vanity metrics. Instead of just measuring closure rates, Francis encourages MSPs to ask, “Are we collecting insights that drive business?” His message to MSPs at ChannelCon: “Let's start by talking. If we work together to improve the desk, opportunities will follow.” Francis believes that passion and proactive design can turn the service desk from a cost center into a strategic advantage. To learn more, visit blackbirchgroup.com

“Even today, roughly two-thirds of the people I interview have never had professional IT support. I'm still bringing fire to the caveman.” — Joshua Liberman, Net Sciences At GTIA's ChannelCon 2025 in Nashville, Joshua Liberman, President of Net Sciences, joined Doug Green, Publisher of Technology Reseller News, for a compelling conversation that spanned career origins, MSP evolution, M&A strategy, and the role of AI in cybersecurity. Liberman began with a colorful personal journey—from hitchhiking and odd jobs to discovering his path in IT by making a PC work overnight with nothing but instinct and manuals. That moment launched a 30-year career culminating in Net Sciences, which he founded in 1995 and steadily grew into a dedicated managed services provider (MSP) with a focus on underserved small businesses in New Mexico and beyond. Despite the maturity of the IT industry, Liberman underscored that “greenfield” opportunities remain widespread. “I frequently see $10, $20, $25 million businesses that have never had professional IT,” he noted, pointing to the enduring need for education and reliable support in every market—even major ones. Liberman also offered advice to MSPs preparing for long-term success or acquisition. “Start with the end in mind,” he advised. “Build a truly stable, scalable machine that can run without your input… you sell a better business.” On AI, Liberman expressed cautious optimism. While recognizing its inevitability and potential, especially within ASCII's growing framework initiatives under CEO Jerry Katavas, he warned of premature deployments and the risks of weaponization in cybersecurity. “We have a tendency to push [technology] out the door before it's able to walk,” he said. As a respected figure within the ASCII community, Liberman hinted at future conversations around both AI integration and M&A strategy for MSPs. For more about Net Sciences, visit netsciences.com.

Technology Reseller News Podcast with Dave Michels, TalkingPointz "AI and automation is really all that anyone cares about right now. And this is a power combination." — Dave Michels, TalkingPointz In this Technology Reseller News podcast, publisher Doug Green speaks with Dave Michels of TalkingPointz to unpack NICE's blockbuster $955 million acquisition of Cognigy, a move that signals a transformative leap in the CX and CCaaS landscape. “This is a landmark moment,” said Michels. “We're watching the CCaaS space redefine itself around CX—and NICE is taking decisive action.” NICE, a global leader in AI-powered customer experience, announced it is acquiring Cognigy, the top enterprise provider of conversational and agentic AI. This acquisition unites NICE's CXone Mpower platform with Cognigy's Cognigy.AI, enabling organizations to orchestrate AI agents across front and back office functions with purpose-built CX AI models. Michels noted that while CCaaS providers have been increasingly positioning themselves under the broader ‘customer experience' banner, this acquisition may be the inflection point. “I've been wondering when the Magic Quadrant would shift from CCaaS to CX. This deal brings us closer.” Cognigy brings with it a blue-chip client list—including Lufthansa, Mercedes-Benz, Swissair, Nestlé, and Puma—and a projected 80% ARR growth in 2026. NICE gains not only powerful technology, but also an elite customer base and a strong European footprint. As for whether the nearly $1 billion price tag was justified, Michels pointed to investor confidence: “NICE gained $500 million in market cap within hours of the announcement. That's Wall Street's endorsement of the deal.” He also predicts that NICE will maintain Cognigy's independence. “To shut down their open ecosystem would be foolhardy. These are complementary solutions—this gives NICE a broader seat at the CX table.” From cultural alignment to AI-first innovation, Michels sees the deal as smart and strategically sound. “Both companies are platform-first. Both are chasing the same strategic vision—and they're better together.” As the contact center market pivots to CX orchestration powered by AI, this acquisition may come to be seen not just as timely, but foundational. To hear more insights from Dave Michels, visit TalkingPointz.com, and stay tuned to Technology Reseller News for continued coverage of this evolving story.

“We're not here to compete with MSPs—we're here to help them grow, take on more business, and deliver more value to their clients.” — Amy Kincaid, Vice President, Robert Half In this live podcast recorded from Podcast Row at ChannelCon 2025, Doug Green, Publisher of Technology Reseller News, interviews Amy Kincaid, Vice President at Robert Half, to explore how the global talent solutions firm is empowering managed service providers (MSPs) to scale confidently into new markets. With over 300 offices globally and a deep technology talent network enhanced by AI tools, Robert Half is not just another staffing firm. “We've evolved well beyond finance and accounting,” says Kincaid. “In technology, we're enabling MSPs to take on complex, high-demand projects—cloud migrations, AI implementations, ERP rollouts—by delivering vetted, on-demand expertise that aligns precisely with their clients' needs.” Kincaid describes a powerful example: An MSP landed an AI implementation opportunity but lacked internal staff to execute. Instead of passing or overcommitting, the MSP partnered with Robert Half to bring in AI engineers on contract, allowing them to deliver the solution and retain the client. “It's not about hiring full-time. It's about being agile and accessing the right skills, fast,” Kincaid notes. Robert Half's searchable talent database matches highly specific criteria—from certifications and past performance to geography and client industry. Whether the need is for a Dallas-based data engineer with Azure Data Factory experience or a remote cybersecurity architect, the system delivers fast, reliable matches. And in today's remote-friendly world, that speed and precision often makes the difference between winning and losing deals. “We've worked with over 170 MSPs this year alone,” says Kincaid. “Our model supports everything from Tier 1 helpdesk to high-level security and AI roles. We're not replacing MSPs; we're augmenting them so they can say yes to more.” To learn more about Robert Half's specialized technology staffing services, visit https://www.roberthalf.com. MSPs and IT leaders can also connect directly with Amy Kincaid on LinkedIn to discuss opportunities and workforce needs. — Listen to the full podcast at Technology Reseller News ️Featuring: Amy Kincaid, Vice President, Robert Half Hosted by: Doug Green, Publisher, Technology Reseller News Recorded live at ChannelCon 2025, Podcast Row  

“Nobody would deploy AI without internet—so why aren't MSPs treating connectivity as mission-critical?” — Ken Totura, Massive Networks Technology Reseller News caught up with Ken Totura, Chief Channel Officer at Massive Networks, during GTIA's ChannelCon 2025 at the Opryland Resort in Nashville. In this fast-paced podcast with publisher Doug Green, Totura lays out a powerful call to action: it's time for MSPs to stop outsourcing the WAN. Totura argues that the telecom industry has fallen short—not in infrastructure but in experience. While carriers build exceptional networks, the interface with customers and partners too often breaks down. That's where Massive Networks steps in, delivering high-quality, secure wide-area connectivity with white-glove service and a partner-first approach. “We want to be part of the solution,” says Totura. “We came from the channel. We've been customers. We know what's broken—and we're fixing it.” Totura urges MSPs to stop treating internet and WAN as someone else's job. Just like MSPs manage desktops, endpoints, and LANs, they must start managing the WAN to deliver truly seamless, end-to-end IT solutions. Key points from the conversation: Massive Networks offers carrier-grade services with direct customer invoicing, support, and SLAs—leveraging 60 million fiber-lit buildings globally. Their proprietary platform simplifies global connectivity by unifying cloud, SaaS, and data center links through a single console. The "Lit Building Locator" app enables partners to instantly verify fiber availability without registration. Differentiator: Unlike aggregators, Massive injects its own services into the last mile—ensuring performance, support, and control remain in-house. Totura compares telecom's moment to the rise of AI. Just as MSPs are now integrating AI into offerings, they must similarly integrate connectivity—because every app, service, and solution depends on it. “Cheapest isn't always the least expensive,” says Totura. “If you're not talking about quality internet and WAN, you're doing your customers a disservice.” To learn more, visit https://www.massivenetworks.com.

“It's not about solving for DMARC. Yeah, you do that as a byproduct, but we really enable the MSP to go grow their business.” — Mike Anderson, EasyDMARC Technology Reseller News sat down with Mike Anderson of EasyDMARC for a live podcast recording at the opening day of ChannelCon, GTIA's signature event. In a candid and engaging conversation with publisher Doug Green, Anderson revealed how EasyDMARC is turning email authentication into a growth engine for managed service providers (MSPs). While DMARC (Domain-based Message Authentication, Reporting, and Conformance) may sound like a technical checkbox, Anderson says it's actually a gateway to new revenue and customer acquisition when paired with EasyDMARC's purpose-built analytics and sales enablement platform. “We're not just a tool,” Anderson explained. “We're a full go-to-market engine for MSPs.” The company offers a platform that not only simplifies DMARC configuration with built-in DNS templates and documentation for 1,500+ top providers, but also delivers white-labeled reports, risk assessments, and automated marketing assets—like drip campaigns, call scripts, and email templates—designed to help MSPs win new business. With over 2,500 MSPs onboard and growing by 70–100 per month, Anderson attributes the rapid adoption to a combination of ease-of-use and tangible results. He recounted a typical success story: an MSP identifies a law firm with broken email delivery and marketing systems, costing them $30,000 in missed revenue. “The MSP comes in, fixes it for a fraction of that, and signs them to a monitoring plan—immediate ROI, happy client, and recurring revenue.” EasyDMARC's platform is not only about fixing email authentication but enabling MSPs to create their own economic momentum. “We give MSPs the tools to go prospect, sell, and close,” Anderson said, pointing to the company's growing international reach and dedicated MSP portal. Learn more at EasyDMARC.com, where MSPs can start a free trial. ChannelCon attendees can mention the event for a free first month. About EasyDMARC EasyDMARC is a leading DMARC and email security platform designed to help businesses and MSPs protect their domains, prevent phishing, and ensure compliant email delivery. With built-in sales tools, automation, and analytics, EasyDMARC transforms security into a growth opportunity.

“We're not here with a silver bullet. We're here to help teams start with visibility—because you can't manage what you can't see.” — Steve Petracek, Auvik In this special Technology Reseller News podcast recorded live from the inaugural Podcast Row at ChannelCon 2025 in Nashville, Doug Green sits down with Steve Petracek of Auvik to discuss the mounting challenges facing IT teams in an increasingly hybrid and remote working environment. Petracek, a leader at Auvik—an IT operations management platform—delivers fresh insight from the company's latest IT Trends Report. According to Petracek, 87% of MSPs today are managing at least some portion of a remote workforce, but most lack the tools to adequately address the growing risks around visibility, Shadow IT, Shadow AI, and workforce productivity. This mismatch is leading to inefficiencies and, increasingly, burnout among IT professionals. “The traditional tools built for the office don't cut it anymore,” Petracek explains. “IT teams are stitching together a dozen tools just to support a single user working remotely. That's where the stress comes in.” Petracek emphasizes that the first step in solving these challenges is visibility—not just into the network and infrastructure, but into the user's entire digital ecosystem, from sanctioned SaaS apps to unsanctioned AI tools. Auvik's platform aims to bring all of that into focus, giving IT teams one place to manage, secure, and optimize performance across environments. Key trends discussed in the podcast include: The rise of Shadow AI and its unmanaged introduction into IT ecosystems The compounding effect of tool sprawl on stress and burnout The need for automation and tool consolidation to restore efficiency Auvik's visibility-first approach to tackling modern IT operations Petracek's message to MSPs at ChannelCon was clear: hybrid work isn't a passing trend, and managing it effectively means embracing a new toolset, reducing complexity, and automating wherever possible. To dive deeper into Auvik's findings and learn how your team can better manage hybrid infrastructure, download the free IT Trends Report at https://www.auvik.com. This podcast was recorded live at ChannelCon 2025 at the Gaylord Opryland Hotel in Nashville, as part of Technology Reseller News' coverage of emerging technologies and trends shaping the MSP and IT services landscape.  

“It's not the SLA—it's the XLA. We measure success by how well we deliver the customer's experience.” — Tom Boggs, BCN Telecom In an era where enterprise customers expect seamless delivery, rock-solid security, and AI-enhanced services, BCN Telecom is rising to the occasion with a bold, customer-centric approach. In this episode of Technology Reseller News, Doug Green speaks with Tom Boggs, Vice President of Service Delivery at BCN Telecom, about how the company is redefining managed services through experience-level agreements (XLAs), vertical customization, and rapid adaptability. BCN Telecom isn't just connecting networks—it's co-owning business outcomes. With a managed services ecosystem spanning connectivity, SD-WAN, SASE, and cloud applications, BCN integrates diverse technologies into a single, curated solution tailored to each customer's industry and goals. Boggs explains how this means shifting from static vendor relationships to dynamic partnerships. Boggs highlights three major forces shaping today's delivery expectations: • Cloud-first and hybrid IT strategies • Security-driven design • Customer outcome focus Security is front and center—layered into every deployment, from edge computing to fully managed firewalls and secure remote access. But it's the convergence of security and connectivity, aligned with smart project planning, that sets BCN apart in large-scale, multi-site rollouts. AI and automation also play a key role. Boggs shares how BCN equips its project managers with AI-powered note-taking tools to capture call insights in real-time—speeding up delivery and enhancing the customer experience. Some clients have even adopted these tools themselves. Boggs emphasizes that BCN's strength lies in its team—empowered to act quickly and resolve issues without the bottlenecks of large bureaucracies. This agility enables BCN to adapt instantly to partner and customer feedback, creating tailored solutions for even the most complex verticals, from healthcare to retail. At the heart of the conversation is a clear message: customer success is not one-size-fits-all. Through real-time data analytics, outcome-driven customization, and an empowered workforce, BCN is helping clients move from legacy MPLS to future-ready SD-WAN and edge security—while ensuring productivity never takes a back seat to protection. Learn more about BCN Telecom's solutions at https://www.bcntele.com.

“We're not here to provide connectivity. We're here to enable your new economy.” — Jean-Philippe Avelange, CIO, Expereo Following a global wave of high-profile IT outages, Expereo is sounding the alarm: more than a quarter of global enterprises are losing over $5 million annually due to network failures, while over half of U.S. businesses are being forced to reevaluate their IT infrastructures. In this insightful conversation, Expereo CIO Jean-Philippe Avelange (JP) joins Doug Green of Technology Reseller News to unpack the company's latest global survey and what it reveals about the urgent connectivity challenges shaping enterprise transformation. Expereo, a global provider of intelligent internet connectivity, supports multinational enterprises by delivering resilient, scalable underlay and overlay solutions across more than 4,000 global carriers. But Avelange argues that it's no longer about connectivity alone. Instead, organizations must adopt a new mindset—one rooted in what he calls the new economy. According to Avelange, legacy digital transformation efforts often focused on converting analog processes to digital form. But today's environment demands companies become digital-first, designing operations natively for SaaS, cloud services, and AI. Connectivity, once a utility, now plays a foundational role in enabling innovation and ensuring business continuity. Without it, he warns, “all this will be a roadblock as you try to iterate and move fast.” One striking finding from Expereo's survey: only 7% of global technology leaders say they are prepared for AI. Avelange links this gap to underinvestment in the network infrastructure required to support next-gen workloads. AI and automation, he says, demand real-time responsiveness, secure and scalable overlays, and future-proof design—capabilities that must be embedded from the ground up. Security is also evolving. “It's never one or the other,” says Avelange, but the report found that concerns about reliable, future-proof connectivity are now often prioritized before cybersecurity—underscoring the growing perception that security must be integrated into foundational network design, particularly in SD-WAN and SASE architectures. Avelange advises CIOs—especially those in non-tech sectors like mining, government, or non-profits—not to wait. “Companies that are sticking with legacy systems are going to be outmaneuvered,” he warns. Instead, they should ask: “If I were building this company now, how would I build it from the ground floor up with AI?” Expereo's platform, Expereo One, offers a single pane of glass for visibility across underlay and overlay, enabling IT leaders to manage complexity at global scale. Avelange emphasizes the need for CIOs to find the right partners for this journey, and invites companies of all sizes to explore how Expereo can support them. Learn more about Expereo's intelligent internet solutions and download the full global survey at https://www.expereo.com.

Michael Day of GoTo joins Technology Reseller News to explore global AI adoption gaps—and what it means for partners “Digital transformation digitized yesterday's work. AI has the potential to change tomorrow's possibilities.” — Michael Day, GoTo Michael Day In this episode of Technology Reseller News, publisher Doug Green speaks with Michael Day of GoTo about the company's 2025 Pulse of Work survey—an in-depth, global analysis of AI adoption and sentiment across today's workforce. Developed in partnership with Workplace Intelligence, the study draws from 2,500 responses across roles and regions to illuminate a growing divide between the promise of AI and its practical implementation. While IT leaders have been quick to source and deploy AI tools, the survey finds that most employees continue to rely on free, consumer-facing tools—with 62% saying AI feels overhyped, and only 21% of organizations having clear implementation strategies. This misalignment is further complicated by generational gaps, security concerns, and a lack of training—despite 87% agreeing that more enablement is needed. Day emphasizes that a key to closing the divide lies in developing an “AI mindset”—where organizations go beyond procurement and commit to cultural transformation. The data suggests that effective AI adoption could unlock up to $2.9 trillion in productivity gains across U.S. knowledge workers alone. Importantly, Day sees this as a moment of opportunity for technology resellers and channel partners: both to guide customers in AI adoption and to implement these tools internally to increase their own service value. One standout GoTo innovation is the AI Receptionist, a purpose-built solution designed to automate call handling while maintaining human escalation safeguards—a model of practical AI in action. To access the full Pulse of Work 2025 report, visit https://www.goto.com and navigate to the Resources section.  

"The best way to protect your margins today? Curate mobile experiences that your customers actually want." — John Johnson, VP, Global Customer Success, Vibes In this latest episode of Technology Reseller News, publisher Doug Green is joined by John Johnson of Vibes to explore how Rich Communication Services (RCS) is transforming mobile messaging into a smarter, more profitable channel for brands. More than just texts, Vibes' platform enables fully interactive, branded communications that blend visual engagement, personalization, and real-time commerce—all from within a native messaging app. Johnson illustrates how Vibes' approach to RCS goes far beyond traditional SMS, enabling curated “tap-don't-type” journeys that include product recommendations, cart recovery, color and size selection, and even in-message purchases. With back-to-school and holiday campaigns on the horizon, Johnson explains how RCS becomes mission-critical for brands facing cost pressures from tariffs, logistics, and customer acquisition. Personalized mobile engagement isn't just a trend—it's now a competitive necessity. According to Vibes, early adopters of RCS messaging are seeing up to 4x the click-through rates of SMS campaigns. Johnson also highlights how Vibes integrates mobile messaging into a brand's broader martech stack, enabling synergy with CDPs, ESPs, and other customer data systems. The goal: true one-to-one commerce-driven messaging. Vibes is betting big on mobile, not as just a channel, but as the primary gateway for building brand loyalty and growing customer lifetime value. To learn more, visit www.vibes.com.

"Companies pay duties when they shouldn't—and often don't know they can get them back." — Noa Sussman, TecEx In this latest installment of the TecEx Podcast Series, Technology Reseller News publisher Doug Green is joined once again by Noa Sussman of TecEx for a deep dive into one of the least understood yet most impactful opportunities in global trade: duty drawbacks. With tariffs in flux and new rounds expected as early as August, Sussman emphasizes that even experienced IT hardware exporters may be leaving money on the table. Tariff volatility—especially under recent and forthcoming U.S. trade policies—means that companies importing equipment, only to re-export it or return unsold or damaged merchandise, may qualify for substantial reimbursements. The problem? Most don't realize they're eligible—or assume the process is too complex to pursue. Sussman walks through real-world cases, including a company importing $3 million worth of rockets later launched by SpaceX. Because the hardware technically leaves U.S. territory, that business can apply to recover hundreds of thousands in duties—a scenario that applies even to one-off imports. Whether it's unused merchandise, rejected goods, or components used in U.S.-based manufacturing for re-export, companies may qualify for duty drawbacks—if they file correctly and document thoroughly. TecEx acts as a strategic partner in these scenarios, providing case-by-case analysis and only charging if savings are found. Sussman compares the service to that of a seasoned tax advisor: one who understands obscure government programs and evolving rules across jurisdictions. More importantly, the conversation elevates trade compliance from a back-office function to a boardroom imperative. As tariffs affect profitability, C-suite leaders must engage early in supply chain planning to ensure compliance, mitigate risk, and improve margins. Learn more at tecex.com.

"If you ask 100 CISOs whether their current training actually changes behavior, 95 to 98 will say, ‘not really.'” — Harley Sugarman, Founder & CEO, Anagram Security Harley Sugarman In this eye-opening episode of Technology Reseller News, publisher Doug Green speaks with Harley Sugarman, CEO of Anagram Security, about why traditional cybersecurity training is no longer enough—and how AI-powered threats are accelerating the need for change. Sugarman argues that legacy training—often mandated once a year and dominated by slide decks—has failed to engage employees or meaningfully improve their behavior. "Death by PowerPoint,” as he puts it, simply doesn't work anymore. With phishing and social engineering attacks now powered by advanced AI, companies must shift from checkbox compliance to behavior-driven learning. Anagram Security is pioneering a new model that draws inspiration from platforms like Duolingo and TikTok, focusing on habit formation and real-world relevance. Their approach incorporates short, two-to-three-minute "puzzle"-based modules that promote critical thinking, adapting lessons for different roles—from developers to sales teams to hotel clerks. The platform also emphasizes customization, allowing enterprises to tailor content to specific job functions and threats. Anagram's user engagement metrics are telling: In enterprise pilots, over 90% of users preferred Anagram's approach over traditional methods. More importantly, the company ties its training outcomes to measurable behavior improvements, such as reductions in phishing clicks and password-related vulnerabilities. Sugarman also critiques industry jargon like "human risk management" and "vishing," emphasizing that front-line employees don't need buzzwords—they need training that fits their real jobs and schedules. He insists that people are not the weakest link, but rather the last line of defense—and should be treated as partners, not problems. Anagram has already attracted major brand-name clients by delivering a security awareness model that's modern, scalable, and actually works. With AI lowering the barrier for attackers, Sugarman believes the urgency has never been greater: “This is the thing most companies will realize they have to get better at—the most, and the fastest.” Learn more at www.anagramsecurity.com and connect with Harley Sugarman on LinkedIn.

“Detection is not the end—it's just the beginning.” — Jerry Mancini, NETSCOUT In this episode of Technology Reseller News, Publisher Doug Green speaks with Jerry Mancini of NETSCOUT about the company's latest advancements in automated threat detection and response—with a particular focus on why telecommunications networks are uniquely vulnerable and high-value targets. NETSCOUT, long known for its deep packet inspection and network performance management, is expanding the capabilities of its adaptive threat analytics—a platform designed not only to detect threats but also to assemble and contextualize them using network-level intelligence. Beyond Detection: Seeing the Full Picture While most cybersecurity tools focus on isolated detections—EDR, firewall logs, and suspicious indicators—NETSCOUT's approach centers on reconstructing the complete threat narrative across the enterprise. By capturing packet data continuously and using workflows to connect disparate detections, NETSCOUT enables investigators to: Understand the root cause and lateral movement Detect activity before and after a flagged incident Integrate signals from multiple sources (EDR, NDR, WAF, and more) Investigate threats in real time and retrospectively Why Telcos Are at Greater Risk Mancini highlights the unique role of telco infrastructure in global data movement, making them prime targets for cyber espionage and traffic manipulation. Attackers, such as the Salt Typhoon group, have used compromised routers and peering points to reroute and eavesdrop on massive data flows—impacting not just carriers but their customers across the internet. Best Practices for Threat Hunters NETSCOUT supports both bottom-up investigations (starting with a detected incident) and top-down threat hunts (searching for indicators tied to known campaigns). The platform's ability to store and search packet-level data gives teams visibility that goes far beyond typical log-based detection tools. Mancini's key advice: “You need more than alerts—you need the data to trace back, understand what happened, and act before it's too late.” Where to Learn More Visit netscout.com to explore solutions in: Network Performance Management DDoS Detection & Mitigation Adaptive Threat Analytics NETSCOUT supports both enterprise and service provider environments and is available to assist with immediate and long-term threat management strategies.

“You can now connect everything—cloud workloads, offices, data centers, users—on one software-defined network, without the hardware.” — Elizabeth Aris, CEO, Astrotel In this Technology Reseller News podcast, Publisher Doug Green interviews David Klebanov, a leading architect at Alkira, and Elizabeth Aris, CEO of Astrotel, to explore how their partnership is delivering Network Infrastructure as a Service (NIaaS) to global enterprises—without the capital investment or complexity of traditional networking. Born in the Cloud, Built for the AI Era Alkira, founded in 2018, was born with a vision to deliver networking the same way cloud services are consumed: on demand, scalable, and usage-based. The Alkira platform runs entirely in the cloud—across AWS, Azure, and Google Cloud—allowing enterprises to deploy secure, high-performance global networks in hours, not months. “Our platform is the networking and security foundation for today's distributed, cloud-first enterprise,” said Klebanov. “And it's built to support AI workloads and multi-cloud architectures from day one.” Channel-Driven and Globally Deployed Astrotel, based in Sydney, is a service provider and Alkira partner helping customers across the Asia-Pacific region deploy network services in minutes using Alkira's cloud-native platform. Aris emphasized the advantage: no hardware, no CapEx, and up to 60% cost savings. “We're setting up entire global networks using Alkira's software-based cloud exchange points. It's a massive differentiator,” said Aris. “From remote Australia to Hong Kong to London, you just connect your sites to the nearest cloud region—there's no need to negotiate with local telcos or install new gear.” Enterprise-Grade Security and Simplicity The Alkira platform integrates firewall, DNS, DHCP, and other critical services directly into its virtualized architecture. IT teams can manage and secure the network through Alkira's centralized portal—or via REST APIs and Terraform for programmatic deployments. A single control plane manages the entire hybrid network—connecting public cloud workloads, private data centers, branch offices, remote users, and partner networks. This includes secure extranet support for M&A environments, allowing partial segmentation during network convergence. A Win for Carriers, Too Interestingly, carriers are also using Alkira to extend their reach. Aris explained that tier-one telcos are deploying Alkira to serve customers in markets where they lack infrastructure. “Instead of buying wholesale access from foreign providers, they spin up Alkira and deliver services in hours. It's flexible, fast, and operationally simple.” Where to Learn More Visit alkira.com to explore Alkira's cloud-first networking platform. Visit astrotel.io to learn how Astrotel deploys Alkira services across Asia-Pacific. Partner Opportunities: Alkira's 100% channel-focused model is open to partners in the U.S., Canada, and globally who are ready to offer NIaaS and cloud-native connectivity solutions.

“Connectivity is your brand. And with RYTHMz, MSPs can deliver that brand anywhere.” — Leonard J. Dimiceli, RYTHMz In a fast-paced and highly practical conversation, Leonard J. Dimiceli, Vice President of Sales at RYTHMz, joined Doug Green, Publisher of Technology Reseller News, to unveil how managed service providers (MSPs) can tap into a brand-new revenue stream: delivering internet anywhere, anytime. As the industry gears up for GTIA's ChannelCon, Dimiceli previewed the company's innovative offerings—compact, ruggedized units that combine bonded multi-carrier SIM technology, enterprise-grade antennas, SD-WAN, and plug-and-play functionality to create a true “internet-in-a-box” solution. From Emergencies to Events: Monetizing the Gaps in Connectivity Whether it's a construction site, a food truck, a pop-up event, or an office awaiting primary service installation, RYTHMz delivers temporary and backup internet to keep businesses online. Dimiceli shared how MSPs can now offer guaranteed connectivity, respond instantly to outages, and generate recurring and on-demand revenue without competing with existing PSA, RMM, or cybersecurity solutions. “It's not if they'll call you—it's when. And with RYTHMz, MSPs can be the hero, not the messenger,” Dimiceli noted. Channel-Only, MSP-First RYTHMz is built for the channel. With its B-Link 5G unit as the go-to solution and options like the Queen Bee and Drone Response for larger and smaller use cases, MSPs can deploy connectivity scaled to their clients' needs—from five users to 100,000. What's more, RYTHMz supports MSPs with go-to-market strategies, event-specific lead gen ideas, and even marketing materials. One partner turned a RYTHMz box into a local event billboard—offering free Wi-Fi in exchange for brand exposure and email capture. Recurring Revenue Without Disruption For MSPs, RYTHMz represents “net new” recurring revenue without having to change or replace existing services. Partners can even keep units on standby and offer emergency service plans as a premium subscription—generating revenue even when the box isn't deployed. See It Live at GTIA ChannelCon RYTHMz will exhibit at GTIA ChannelCon at booth 522, where attendees can demo the full lineup and catch a few Star Wars-themed surprises. “We're not asking you to rip anything out,” Dimiceli said. “This is an additive opportunity—new revenue, new value, no disruption.” To learn more, visit rythmz.com or contact Leonard directly at leonard.dimiceli@rythmz.com.

David Erickson challenges legacy tech, invites the White House—and everyone else—to rediscover the power of voice “We're not a discount service. We're a better service built on a different economic—and it's time to bring back audio.” — David Erickson, Founder, FreeConferenceCall.com In a candid and compelling interview with Technology Reseller News, David Erickson, founder of FreeConferenceCall.com, joins publisher Doug Green to make a bold case for a resurgence in audio conferencing. Fresh off offering his service as a reliable alternative to AT&T—following a widely publicized White House conferencing failure—Erickson explains why many organizations are rediscovering the simplicity, reliability, and efficiency of audio meetings. With 25 years in the space and millions of users, FreeConferenceCall.com isn't just free—it's also architected for geo-diverse, high-definition, secure performance that Erickson claims outpaces legacy systems. Key Points from the Interview: Audio That Works—Every Time FreeConferenceCall.com is built on proprietary, cloud-native bridges with global reach and no moving parts. Result: better uptime, better fidelity, and support that actually answers the phone. One Number Simplicity New “One Number” functionality allows executives to join a secure conference call with a single SMS link—no access codes, no waiting rooms, no tech hurdles. It's already being adopted by C-suites, including a major U.S. airline. Video Fatigue Is Real Erickson points to rising “camsiety” and the hidden costs of video: delayed starts, distraction, over-awareness. Audio meetings, he argues, are faster to join, more focused, and better suited to today's mobile workforce. ⚙️ Built for Today, Not Yesterday Unlike traditional conferencing services that still rely on aging hardware or complex setups, FreeConferenceCall.com was designed from the start to be software-based, VoIP-native, and economically efficient. Not Just Cheaper—Better This isn't a stripped-down, bargain-basement platform. It's a high-performance conferencing service—offered for free because the tech and economics allow it. The Takeaway: Whether you're the White House, a 501(c)(3), or a startup, Erickson encourages everyone to try FreeConferenceCall.com—not as a replacement for every meeting platform, but as a faster, smarter, and more human alternative. Learn more or get started in seconds: www.freeconferencecall.com

Why Exclusive Networks says modern cybersecurity requires more than “pick, pack, and ship” “We're not just a distributor. We're a channel services aggregator — an extension of our partners' businesses.” — Jason Beal, President, Americas, Exclusive Networks In this episode of Technology Reseller News, publisher Doug Green sits down with Jason Beal, President, Americas, and Andrew Warren, VP of Sales and Marketing, North America, to explore how Exclusive Networks is rewriting the rules of cybersecurity distribution in North America. More than just moving product, Exclusive Networks delivers white-glove service, certified expertise, and true channel partnership — simplifying cybersecurity sales and delivery for MSPs, MSSPs, and solution providers. With over 45 country operations and reach into 170 markets, the company now brings its global playbook to North America with fresh investments, expanded services, and a unique partner-first approach. Key Highlights from the Conversation: Partner Empathy as Philosophy Exclusive Networks builds programs around the real-world needs of partners — from helping an MSP with student-powered hiring programs to assisting with complex financing, logistics, and field deployment. From MSP to MSSP, Cyber Expertise at Every Step Whether you're a security-focused MSP or a fully-fledged MSSP, Exclusive offers domain expertise, hands-on technical support, and services like SASE implementation, firewall deployment, and SOC augmentation through its CloudRise acquisition. Training & Certification Simplified With global training centers and relationships with top vendors like Fortinet and Palo Alto Networks, Exclusive lowers the barrier for entry but offers high benefits for those who commit to deep certification and specialization. Demand Generation for End Users and Partners Exclusive not only helps vendors reach the market — it also helps partners generate demand directly from end users, creating new revenue opportunities across the lifecycle. A New Kind of Distributor Exclusive Networks calls itself a “channel services aggregator”, offering a full lifecycle of services — from sales support and technology enablement to post-sales adoption and renewals — redefining what a modern cybersecurity distributor should be. What's Next? Expect new vendor partnerships, expanded services, and continued investment in dedicated local support across the U.S. and Canada — all backed by the belief that “people still do business with people.” Learn more at: www.exclusive-networks.com

Aviatrix survey reveals only 8% of enterprises have effective Zero Trust — and why network security needs to catch up “Without all three legs, you don't have a stool — therefore, you don't really have Zero Trust.” — Doug Merritt, CEO, Aviatrix In a revealing interview with Technology Reseller News, Aviatrix CEO Doug Merritt joins publisher Doug Green to spotlight the cloud security gap most enterprises don't yet realize they have — and what Aviatrix is doing to solve it. Drawing on a just-released survey of 403 U.S. IT professionals, Merritt paints a sobering picture: only 8% of respondents believe they have an effective Zero Trust security stance in the cloud. While identity and endpoint protections have advanced, the third critical leg — network security — is largely missing. That gap, says Merritt, is what Aviatrix is closing with its Cloud Native Security Fabric (CNSF). Founded by a pioneering female Cisco engineer, Aviatrix brings deep roots in software-defined networking and cloud infrastructure. Today, the company is evolving into a cloud security leader by embedding inline network protection that adapts to cloud-native realities: atomized perimeters, ephemeral workloads, and increasingly complex DevOps pipelines. “The internet is now the enterprise network,” Merritt explains. “Your perimeter isn't five data centers — it's tens of thousands of ephemeral endpoints, APIs, and SaaS services.” Key insights from the podcast include: Why CNSF matters: CNSF forms the third leg of a Zero Trust framework alongside identity and endpoint security — bringing visibility, enforcement, and micro/macrosegmentation into cloud network traffic. Alarming survey findings: 2 out of 3 enterprises struggle with deploying cloud firewalls, over 50% cite visibility blind spots, and 85% report difficulties securing DevOps pipelines. Cloud threats on the rise: The shift to agentic AI and increasingly automated cyber threats make it essential to monitor east-west and egress traffic within the cloud — stopping lateral movement and command-and-control attacks before they spread. Channel opportunity: Aviatrix offers a partner-friendly CNSF solution that complements existing tools like CrowdStrike, Zscaler, Wiz, and cloud-native firewalls — with modular deployment, flexible integration, and a well-designed partner program. For organizations seeking to close their cloud network security blind spots, Aviatrix provides a free Network Security Blind Spot Assessment. And for those wanting to dig deeper, the full survey is available at aviatrix.com/resources. Learn more: https://aviatrix.com

Intermedia's Brian Gregory on portfolios, Teams integration, and AI that partners can actually resell “We're not just selling AI—we're giving service providers real products they can sell under their own brand.” — Brian Gregory, Director of Product Marketing, Intermedia As cloud communications enters a new chapter shaped by Microsoft Teams, agentic AI, and rising customer expectations, Intermedia is helping service providers rethink and rebuild their portfolios from the ground up. In this episode of Technology Reseller News, Brian Gregory, Director of Product Marketing at Intermedia, joins Doug Green to explore how service providers can capitalize on their home-field advantage—strong customer relationships, existing network services, and trusted brands—by delivering white-labeled UCaaS, CCaaS, and integrated Teams solutions with Intermedia. Key Takeaways: White Label Everything Intermedia's business is 92% channel-driven, enabling providers to fully brand and resell its unified communications, contact center, and Microsoft 365 offerings—keeping customer ownership and brand equity intact. Monetizing Microsoft Teams With Microsoft Teams commanding nearly 50% of the collaboration market, Intermedia's Teams-integrated telephony solution (launched August 2024) gives providers a clear path to offer high-margin, full-featured phone and contact center services—all within the Teams interface. AI You Can Sell Intermedia integrates real-world AI functions—like meeting summarization, sentiment analysis, real-time assist, and CRM integrations—into its UCaaS and CCaaS platforms. These features are practical, deployable today, and tailored for mid-market customers and partners. Service Provider-Ready No minimums. No upfront hurdles. Just a success-based model designed to align with provider needs. Vertical integrations (like recent auto dealer CRM tie-ins) and robust APIs help expand revenue streams across industries. Intermedia's Formula for Service Provider Growth: ✅ Strong economics and white-label branding ✅ Integrated Teams calling and contact center ✅ AI-powered productivity tools (resellable today) ✅ Flexible contracts with no minimums ✅ Vertical solutions + CRM/API support To learn more about Intermedia's full service provider offering, visit: www.intermedia.com.

“We're creating a workforce that's ready to walk into the AI era—not just with technical knowledge, but with real-world readiness.” — Aaron Ritchie, SVP of Solutions, Uptime Crew In this episode of Technology Reseller News, Publisher Doug Green speaks with Aaron Ritchie, Senior Vice President of Solutions at Uptime Crew, a newly launched division of Smoothstack. The conversation dives deep into how Uptime Crew is addressing the labor shortfall that's emerging across critical sectors like data centers and semiconductor fabrication—industries that are essential to powering the AI-driven future. Founded in 2018, Smoothstack made its name delivering "Hire, Train, Deploy" (HTD) solutions for software engineering roles. Now, through Uptime Crew, the same model is being extended to high-tech, hands-on careers where demand is skyrocketing—from data center technicians to field engineers supporting chip manufacturing. Unlike traditional staffing firms, Uptime Crew hires full-time employees, pays for their immersive 7–10 week training, and deploys them into mission-critical environments. These candidates often come from unexpected backgrounds—military veterans, auto mechanics, Geek Squad technicians—and are reskilled to thrive in high-stakes, high-tech roles. With national security and economic independence driving massive investment in U.S.-based chip production and data centers (projected to grow from 3,000 to 12,000 facilities), the pressure to find qualified talent is intense. Ritchie explains how Uptime Crew's tailored approach accelerates time-to-productivity by 66% for clients, reduces attrition, and helps companies de-risk hiring amid exponential growth. In one case study, a rapidly expanding tech client saw immediate ROI by partnering with Uptime Crew to build a custom curriculum that mirrored its operational environment. On July 21st, Ritchie will publish a detailed blog outlining the economics and structure of the HTD model for workforce transformation. As he notes, “It's about unlocking potential—and giving both employers and employees the tools they need to succeed in a world being rebuilt by AI.” Learn more: https://uptimecrew.com

“ChannelCon is different. It's the one place where our industry comes together—unbiased, vendor-neutral, and 100% member driven.” — Dan Wensley, CEO, GTIA As ChannelCon 2025 approaches, the Global Technology Industry Association (GTIA) is poised to reintroduce itself to the world with a renewed mission, a powerful global presence, and a truly member-first agenda. In a podcast conversation with Technology Reseller News publisher Doug Green, GTIA CEO Dan Wensley shared how the organization—formerly operating under another name—has embraced a new identity while preserving its most valued traditions. Wensley, a 20+ year veteran of the IT channel and longtime member of the organization, stepped into the CEO role earlier this year with a clear goal: elevate the voice of the global channel and deliver unparalleled value to vendors, MSPs, distributors, and IT service providers through peer connection, research, and education. At the heart of GTIA's activities is ChannelCon, the organization's flagship event. This year's conference—taking place July 29–31 at the Gaylord Opryland Resort in Nashville, Tennessee—marks the first under the GTIA banner. It promises a dynamic mix of AI-focused tracks, emerging tech showcases, peer-to-peer engagement, and headliner entertainment, including performances by Gretchen Wilson, Gary LeVox (Rascal Flatts), and Trace Adkins. Dan Wensley Wensley emphasized what sets ChannelCon apart: its vendor-neutral exhibit floor, grassroots-driven content, and research-informed programming. Highlights include: A visionary panel featuring Jason McGee, Austin McChord, Chris Day, and Nick Heddy (Pax8), moderated by GTIA analyst Carolyn April A new SMB market research report detailing national tech buying trends Over 60 member-driven sessions on cybersecurity, AI, and business operations A robust Podcast Row and a reinvigorated charitable foundation, with $1.5 million in donations slated for 2025 GTIA's commitment to both local impact and global outreach is also on display through its expanding international footprint and upcoming ChannelCon EMEA later this year. Wensley concluded with an open invitation: “If you're part of the channel, ChannelCon is your event. Whether you're a startup or a legacy vendor, this is your platform.” Learn more and register at: https://channelcon.gtia.org

“If you're going to do something, do it right. Don't cut corners. Use the right partners.” — Jake Jacoby, TELCLOUD In the latest episode of the POTS and Shots podcast series, Doug Green, Publisher of Technology Reseller News, reconnects with Jake Jacoby, Founder and CEO of TELCLOUD, to unpack one of the most overlooked—but absolutely critical—elements of delivering POTS replacement: billing and compliance. For many MSPs and resellers, the conversation around telecom billing evokes little more than eye rolls. But Jacoby makes the case that billing isn't just admin—it's the core of doing business right. And for those new to telecom, the complexity of telco billing can quickly become a costly trap if not handled properly. Taxes, regulatory compliance, and FCC filings aren't optional—they're mandatory and can be daunting for those unfamiliar with the industry. That's where TELCLOUD's Telco Bill Center comes in. A Turnkey Solution to a Complex Problem Jacoby explains that TELCLOUD acts as the telco of record through its TBC Communications division, handling everything from tax calculation and billing to collections and regulatory filings. For resellers, this translates into a fully managed, co-branded billing platform that requires no upfront investment and ensures complete compliance. “We've created the easy button for resellers,” said Jacoby. “They can remain white-labeled in service delivery, but TELCLOUD takes care of the billing complexity behind the scenes.” Key features of the Telco Bill Center include: FCC and state tax compliance USF contribution management Customer invoicing and payment collection White-label service delivery with co-branded billing Built-in revenue sharing with resellers Protecting the Channel—and the Customer Doug and Jake explore how failing to address compliance can jeopardize the entire reseller-customer relationship. TELCLOUD's billing platform not only ensures tax and regulatory compliance, but also safeguards both the reseller and the end customer from legal and financial risk. Jacoby emphasizes that TELCLOUD's approach aligns with its broader philosophy: enable resellers to sell and scale, without being bogged down in the infrastructure of compliance. And Now for the Shot… As always, the “Shots” portion of the podcast adds a flavorful twist. This time, Jake brings out Arete Añejo, a sipping tequila from El Llano Distillery—one of the oldest family-run distilleries in Tequila, Mexico. With notes of caramel, vanilla, oak, and butterscotch, it's a smooth reminder that, like great telecom billing, craftsmanship matters. Learn More Visit www.telcloud.com or call 844-900-2270 to explore TELCLOUD's solutions.

“Sitting in a meeting and not contributing is more impersonal than letting a bot attend in your place.” — Andy Abramson, Founder & CEO, Comunicano In a wide-ranging and fast-moving conversation with Technology Reseller News publisher Doug Green, veteran communications strategist Andy Abramson delivers a provocative take on the state—and future—of meetings in the AI era. Abramson, Founder and CEO of Comunicano and a decades-long force in telecom PR and strategic communications, begins by challenging the conventional wisdom that in-person meeting attendance is always better. Responding to a Washington Post article about AI bots attending meetings on behalf of humans, Abramson argues that automation isn't the enemy of productivity—in fact, it might finally deliver on it. “Most meetings are dominated by three or four people,” says Abramson. “The rest are scrolling Instagram, shopping online—or worse. Bots can attend in their place, and with the right tools, those people can get more value from the meeting in 10 minutes than they would in 60.” Doug Green probes the implications: Is this the end of collaboration? Or its rebirth? Abramson believes AI will actually foster better group dynamics. With meeting notes, summaries, searchable transcripts, and VCons (virtual conversation containers), information is more accessible than ever, and participation can be asynchronous but no less impactful. He points out that voice dominance and politics often muffle valuable ideas in large group settings. Streamlining who attends—based on contribution, not hierarchy—can amplify creativity and productivity. Drawing on his background in sports and media, Abramson outlines a playbook for smarter meetings: track engagement like player stats, rotate voices for freshness, and cut people loose when their time is better spent elsewhere. He even likens the future of meetings to modern coaching—leaders must evolve into facilitators who optimize team contribution rather than merely host a room. The conversation also touches on the origins of online collaboration in the 1980s, with Abramson offering a vivid tour of early digital bulletin boards and a pre-Internet proto-social network culture. This historical perspective leads to a discussion of VCon, a now-emerging open-source standard that encapsulates conversations—recordings, transcripts, summaries, and context—into portable, interoperable, and privacy-aware containers. “VCon is the PDF of conversations,” says Abramson. “It's portable, secure, and creates an immutable record of everything that was said, decided, and assigned.” Green and Abramson close by offering practical advice for leaders: use the data from your meetings—who spoke, who didn't—to refine participation, increase engagement, and free up your team's most valuable resource: time. Learn More Subscribe to Andy Abramson's daily newsletter at comunicano.substack.com Visit Comunicano: https://comunicano.com

“We're not just solving a power problem—we're enabling the next generation of digital infrastructure.” — Jim Summers, CEO, Gas Power Compute Infrastructure In an era where AI and cloud computing are driving data center demand through the roof, the question of how to power that future has become just as critical as the technology itself. In a wide-ranging and insightful conversation with Jim Summers, CEO of Gas Power Compute Infrastructure (GPC), Technology Reseller News publisher Doug Green explores the very real energy bottlenecks now threatening digital transformation. Founded to address the widening gap between data center demand and utility grid capacity, GPC delivers onsite, natural gas-powered energy infrastructure—turning traditional thinking about power delivery on its head. The Grid Can't Keep Up—But Data Centers Can't Wait For decades, power in the U.S. was abundant, and few thought twice about availability. But now, as Summers explains, we are entering the fourth industrial revolution—an era defined by hyper-connected devices, mobility, and generative AI—all powered by data centers. These new centers are no longer requesting 10 megawatts—they're asking for 100 or even a gigawatt of capacity. The utilities simply can't keep up. Aging infrastructure, permitting delays, and the realities of a slow-moving grid have pushed many operators to face years-long timelines just to connect to adequate power. Enter On-Site Generation: Behind-the-Meter, Ahead of the Curve GPC's solution: on-site, behind-the-meter generation using clean-burning, flexible natural gas. This approach offers three key benefits: Speed to Power – On-site generation bypasses grid delays, enabling faster deployment. Reliability – Natural gas turbines, especially in redundant (N+1) configurations, can offer five nines reliability. Sustainability – On-site gas can outperform the grid's coal-heavy mix in emissions, while achieving efficiencies of up to 85% through waste heat recapture. Summers emphasizes the often-overlooked efficiency and environmental advantage of natural gas. Unlike grid power—which loses up to 15% in transmission—GPC's approach delivers power where it's used, minimizing waste and opening the door to future hydrogen and biogas adoption with the same infrastructure. From Heavy Industry to High Tech: Lessons Reapplied Drawing on decades of experience in energy infrastructure for chemical plants, paper mills, and refineries, Summers and his team are now applying proven self-generation strategies to a new challenge: digital infrastructure. The parallels are clear—both need reliable, high-volume, and resilient power. “We're really taking what heavy industry figured out years ago and putting it to work for data centers,” said Summers. Dispelling Myths, Delivering Certainty A few persistent myths linger around onsite generation, Summers noted. Is it legal? Yes—in all 50 states. Is it reliable? Even more so than many utility grids today. Is it sustainable? Absolutely—especially compared to coal-fired baseline generation still running across the U.S. What GPC brings is not just technology, but turnkey solutions and long-term partnerships. “We don't lead with equipment. We lead with relationships,” says Summers, underscoring the company's deep bench of energy veterans, capital backing, and holistic project management—from permitting to fuel sourcing to system operation. Complexity, Simplified In the end, Summers argues, the goal is to help customers turn a highly complex energy challenge into an opportunity. As data center developers and operators face mounting urgency, GPC stands ready to provide not only power, but peace of mind. “Every time you use your phone, you're tapping into a data center. But the reality is, that data center might be competing with homes and hospitals for grid power on a 117-degree day. That's why we built GPC—to give our clients control, speed,

“Voice isn't dead. It's forming a great alliance with AI.” — Julia Fraser, Executive Vice President, Americas, Sinch In a compelling conversation with Doug Green, Publisher of Technology Reseller News, Julia Fraser of Sinch shares a front-line view into the dual revolutions transforming business communications today: RCS (Rich Communication Services) and AI. Representing the Americas for the Sweden-headquartered cloud communications company, Fraser highlights how these technologies are reshaping customer engagement—while keeping human connection at the center. Branded Trust and Richer Messaging Sinch's new research—spanning nearly 3,000 consumers and over 1,600 business leaders—shows that 54% of consumers prefer RCS over SMS/MMS, with 59% calling it a “game changer.” Fraser explains how branded and verified RCS messages not only improve trust and open rates, but also drive tangible results like abandoned cart recoveries. “When a consumer knows the message is really from their bank or retailer, they're more likely to act,” Fraser notes. AI-Powered Personalization, Real-Time Care The discussion dives deep into how AI enhances everything from marketing to customer care. Whether it's a personalized retail offer or a voicebot that helps resolve flight delays or financial fraud, AI is helping organizations anticipate needs and respond quickly. “AI isn't something to fear,” Fraser stresses. “It drives productivity and deeper personalization—across all generations.” Voice + AI = The Future Despite predictions that voice is on its way out, Fraser says the opposite is true—especially in financial services and healthcare. Sinch's data shows that 63% of businesses plan to adopt voice AI bots this year, with that figure rising to 86% in financial services. Whether it's a late flight, a blocked card, or a bereavement call, voice remains critical—and AI makes it faster, smarter, and more empathetic. Human-Centered Design From seamless triage in healthcare to respectful handling of debt collection, Fraser emphasizes the need to know when to hand a conversation off from a bot to a human. “It's not just about resolution. It's about doing so with trust, security, and empathy.” Four Pillars of Communication Success Sinch organizes its customer communication strategy around four pillars: Keep customers informed Keep customers safe Keep customers happy Drive engagement and loyalty through personalization And RCS and AI—working together—power all four. For more insights and to access Sinch's full research report, visit sinch.com.

"We don't alter how people sound—but we do help them become better communicators.” — Andreas Orebo Wenzel, Vice President of Engage AI, Jabra In a revealing conversation with Technology Reseller News, Jabra's Vice President of Engage AI, Andreas Orebo Wenzel, joined publisher Doug Green to unveil the company's latest breakthrough in contact center technology: Engage AI Complete—a new, human-centered AI software platform designed to improve the agent and customer experience in real time. Known globally for its professional-grade headsets and audio devices, Jabra is now turning up the volume on software innovation. With decades of institutional knowledge from serving contact centers, Jabra is expanding its footprint with tools that do more than capture audio—they understand it. Beyond Speech-to-Text: The Missing 38% “Only 7% of human communication comes from the words we say,” noted Orebo Wenzel. “Another 38% comes from how we say them—our tone of voice.” While most AI tools focus on transcription and summarization, Jabra's platform is tackling this underexplored territory. Engage AI Complete leverages a proprietary tone-of-voice model to give agents real-time, non-intrusive feedback during live calls. If an agent starts to sound disengaged or fatigued, the software acts like a virtual mirror—quietly alerting them and enabling instant course correction. It's not surveillance; it's coaching. Gamification Meets Empathy Designed to feel supportive rather than supervisory, Engage AI Complete gamifies agent performance. By earning badges, improving scores, and staying in the “green zone,” agents are encouraged to continually refine their communication style—empowered by feedback, not punished by it. “Contact center work is hard,” said Orebo Wenzel. “Our job is to make it easier, more engaging, and more fulfilling by giving agents tools that help them grow in real time.” A Platform for the Future Engage AI Complete builds on Jabra's existing Engage AI platform and introduces advanced capabilities like speech-to-text and dual-channel analysis. Together, these tools offer a complete picture of both what was said and how it was said—unlocking new potential for agent coaching, quality assurance, and customer satisfaction. Jabra's software is headset-agnostic but delivers enhanced performance when paired with its professional-grade devices. The result? A seamlessly integrated audio-AI solution that enhances both technical quality and human connection. Looking Ahead As Jabra enters the second half of 2025, the company plans to focus on extracting even deeper insights from its dual-layer analysis engine, giving agents the power to proactively manage tone, content, and customer satisfaction—all from their desktop in real time. For more information on Jabra's Engage AI Complete, visit www.jabra.com.