Podcasts about ccaas

Watch on YouTube.On this episode of the UC Big News Show, host Kieran Devlin is joined by an expert-packed panel including Jon Arnold, Blair Pleasant, Craig Durr, Evan Kirstel, Mel Brue, and newcomer Derrick Kelly, Vice President of Solutions Enablement at AVI-SPL. The panel tackles the shifting tides of the SaaS and UCaaS landscape in 2025, questioning whether we've hit a saturation point, and whether AI is living up to the immense hype, and what Microsoft's layoffs might mean for both the business's strategy and the future of the jobs market.Is the SaaS market in decline, or just evolving? And is AI revolutionising the workplace - or just overpromising? In this wide-ranging and insightful discussion, industry leaders explore:Why UCaaS growth is flattening, while CCaaS continues to outperform—and what that means for vendors like Zoom, Cisco, RingCentral, and NICE.The growing backlash against SaaS sprawl and why CIOs are prioritising vendor consolidation and tighter spend controls.A reality check on AI adoption: hype vs. genuine enterprise deployments, especially in smaller businesses and government.Why successful AI integration demands strategy, guardrails, and realistic expectations—plus cautionary tales of botched implementations.This candid debate shines a light on the challenges and opportunities facing unified communications and enterprise tech in 2025.Watch the full video to hear how leaders like Blair Pleasant and Jon Arnold are advising clients on navigating the AI hype cycle.Thanks for watching, if you'd like more content like this, don't forget to SUBSCRIBE to our YouTube channel.You can also join in the conversation on our  X and LinkedIn pages.

On this episode of Press 1 For Nick, host Nick Glimsdahl sits down with Brandon Knight, Head of CX Ecosystem at Zoom, for a candid and insightful conversation about the future of customer experience and the powerful role AI is playing in transforming the contact center space. Brandon shares his unique, never-before-told journey from managing a Philadelphia doctor's office to becoming a contact center agent, eventually climbing the ladder to leadership and innovation at Zoom.Nick and Brandon dive deep into some of the most persistent misconceptions about Zoom's CCaaS platform, what's truly changed in the last year, and why AI is more than just a buzzword—it's evolving at lightning speed and shaping real outcomes for businesses and their customers. You'll hear exclusive thoughts on the rapid acceleration of AI in CX, how Zoom is working to create seamless, orchestrated customer and employee experiences, and what exciting features are coming down the pipeline.Whether you're curious about AI's impact, looking to avoid common pitfalls in cloud contact center migrations, or want an inside look at how Zoom partners with organizations to maximize success, this episode is packed with insights, honest reflections, and actionable advice. Stick around for the lightning round and find out Brandon's personal favorite Zoom feature, plus his best pitch for why frustrated customer service leaders should give Zoom Contact Center another look. Don't miss this engaging conversation on the next frontier of customer experience!

Frédéric Laziou dirige le groupe Puzzel, un CCaaS de plus de 300 talents réalisant plus de 75 millions d'euros de chiffre d'affaires. Dans cet épisode, découvrez comment le fonds Marlin Equity Partners a accompagné à la réussite de cette belle Aventure dont la croissance rentable est un bel exemple en Europe de cheminement stratégique à suivre. Entre autres sujets abordés : la stratégie de Build Up, l'expansion internationale, l'IA et l'hybridation... Absolument génial cet épisode !

“If you don't ask your AI what it used to make a decision, it might cost you your reputation—or worse.” — Matt Bramson, Chief Revenue Officer, Frontline Frontline's Matt Bramson on the Monumental Implications of vCon and the Urgent Need for Ethical Oversight in AI Hyannis, MA - April 2025 - As the first-ever vCon Conference concluded, Matt Bramson of Frontline offered a compelling vision of both the promise and the peril emerging from virtualized conversations and AI-driven decision-making. In a far-ranging conversation that blended philosophy, ethics, and enterprise AI, Bramson challenged business leaders to think well beyond lanes, silos, and conventional product rollouts. “We're looking at something civilization-transforming,” said Bramson. “Imagine a mountain of vCons—every conversation, everywhere, stored in a structured format and interrogated by AI. The insights could be profound, even world-changing. But there's a moral cost if we don't ask the right questions.” From Ephemeral Talk to Structured Truth At its core, the vCon standard captures and containers conversations—text, voice, email—across every modality in a standardized format. These containers can then be appended with CRM data, sentiment analysis, and other metadata, unlocking unprecedented insights through AI interrogation. “Conversations are how we share heartbreaks, solve problems, build businesses. They've always been ephemeral. vCons make them permanent—and actionable,” Bramson noted. Yet with such power comes risk. Bramson recounted a chilling real-world example: an AI used by a beverage company to optimize pricing based on customer characteristics. What seemed like a smart revenue idea risked violating anti-discrimination laws—and damaging the brand—because no one had taught the AI what not to use. “Who's teaching the AI business ethics, social ethics? In many cases, no one,” Bramson warned. “If you're not interrogating the AI's output, you might not know it's discriminating—until a journalist does.” A Philosopher's Take on AI With a background in philosophy, Bramson brought a rare perspective to the discussion. Where some see hallucinations in LLMs, he sees echoes of ancient debates in epistemology and metaphysics. “We're overdue for philosophers in tech boardrooms,” he said. “What's unfolding now has been pondered for millennia. Ethics and AI are now converging in real time—and most companies aren't prepared.” He challenged executives to go beyond staying in their lanes: “CEOs must ask how their AIs are making decisions—not just what those decisions are.” Frontline: CX Innovation with Real-World Impact Frontline, Bramson explained, stands at the intersection of contact center services, CCaaS technology sales, and AI-enabled agent software. But what truly excites his team is their work with social impact programs. “We take thousands of 2-1-1 calls—from people seeking food, housing, utility help,” said Bramson. “These conversations are rich with insight, and vCons give us a framework to share that data responsibly across municipalities.” Unlike private-sector rivals, 2-1-1 providers collaborate freely, and Bramson believes vCons will allow best practices in social services to travel faster, more efficiently, and with more measurable impact. Where to Learn More To explore Frontline's technology and mission-driven solutions, visit: frontline.group #vCon #AIandEthics #FrontlineGroup #ConversationalAI #DigitalHumanity #VoiceOfTheCustomer #ResponsibleAI #CCaaS #211Services #TechForGood

Cloud Connections 2025 Podcast Interview with Jon Arnold, Principal, J. Arnold & Associates ST. PETERSBURG, FL - Jon Arnold, Principal of J. Arnold & Associates, delivered a clear message to managed service providers (MSPs) at Cloud Connections 2025: it's time to evolve beyond UCaaS commoditization and begin leveraging AI not just as a buzzword, but as a strategic offering. In a podcast conversation with Technology Reseller News, Arnold reflected on insights shared during two panels at the conference—one on market outlook and another focused on UCaaS. “UCaaS, CCaaS, CPaaS—they're all mature, well-understood offerings,” said Arnold. “But AI is where the next frontier lies. Most customers know they need it, but they don't know how to use it—and that's where MSPs have a real opportunity.” Arnold emphasized that MSPs, trusted for their delivery of cloud and voice services, are in a prime position to elevate their value by integrating AI into business operations—both internally and in customer-facing applications. The key, he said, lies in viewing voice as data, a concept that aligns with AI's data-driven architecture. “If you're not capturing the data from voice, you're missing one of the most powerful communication channels businesses rely on,” Arnold explained. “MSPs already understand voice. That's their credibility. Now it's about helping customers harness that voice data to power AI.” On the second panel, Arnold addressed a recurring challenge: UCaaS as a commodity. As major players like Microsoft Teams, Zoom, and RingCentral dominate the landscape, differentiation has become more difficult. “If all MSPs are selling the same thing, they risk becoming arms dealers—no value, no margin,” he said. Arnold encouraged MSPs to think beyond unified communications and adopt a more holistic, strategic view, where AI is integrated across workflows, departments, and functions—far beyond the contact center. “AI isn't waiting for you to catch up. It's creating new ways of working,” he said. “There's a real risk of being left behind if MSPs don't evolve. A new generation of AI-centric MSPs will emerge—those who know how to sell it, implement it, and build strategy around it.” Reflecting on his first time attending the CCA's Cloud Connections event, Arnold noted the strong value of its focused community. “It's big enough to meet new people, but small enough to build real relationships,” he said. “It's not a trade show—it's a learning and collaboration environment.” Learn more about Jon Arnold and J. Arnold & Associates at: www.jarnoldassociates.com

Cloud Connections 2025 Podcast Interview with Peter Eisengrein, SVP of Service, Delivery & Operations at XTIUM ST. PETERSBURG, FL - A new managed services powerhouse has emerged. Speaking with Technology Reseller News at Cloud Connections 2025, Peter Eisengrein, Senior Vice President of Service, Delivery & Operations, introduced XTIUM—a new brand created from the merger of Evolve IP's MSP business with ATSG. “XTIUM is a fresh brand built from two strong companies,” said Eisengrein. “We've taken everything Evolve IP was known for—managed cloud, UCaaS, CCaaS, DaaS—and added a full suite of managed network, managed security, and managed operations services.” The merger, announced just weeks earlier at Channel Partners, significantly expands the portfolio available to XTIUM's channel partners. Of particular interest to the channel: Managed Detection and Response (MDR) security services, enterprise help desk outsourcing, and the ability to deliver turnkey network management alongside voice and compute. “We're hearing a lot of excitement around security and network services,” said Eisengrein. “It's what customers are asking for—and what the channel didn't always associate with us before.” At the conference, Eisengrein also joined two merger-focused sessions to share lessons from XTIUM's own experience. His message? M&A success takes time, careful planning, and clean financials. “You can't rush it. Lenders move at their own pace, and you need to be prepared—especially when it comes to audited books and integration plans.” For partners, the opportunity lies in XTIUM's ability to meet customers where they are. “Most buyers are only in market for one service at a time,” said Eisengrein. “The key for channel partners is being able to pivot. If it's not UC today, maybe it's security, or help desk, or compute. Now, we can support all of it.” XTIUM positions itself as a white-glove, customer-centric provider that integrates with, rather than displaces, enterprise IT. “We don't just offer services,” said Eisengrein. “We solve problems. That's our mission.” Learn more at: www.xtium.com

Send us a textIn this episode of the Advice from a Call Center Geek podcast, we unveil our highly anticipated 2025 Geek Gauge CCaaS Rankings. We break down the comprehensive analysis of the top 19 Contact Center as a Service platforms, showing which vendors truly lead the pack in 2025. Using a groundbreaking approach that combines ChatGPT's analytical capabilities with Deep Research, we've evaluated each platform across 18 critical criteria. Whether you're considering a CCaaS migration, evaluating your current vendor, or just keeping tabs on the industry, this vendor-neutral assessment provides the clarity you need to make informed decisions. From AI capabilities to cost transparency, integration ecosystems to operational excellence try to cover it all. Don't miss this essential guide to the current CCaaS landscape, where technology meets practical real-world application through the eyes of AI.  Tom Laird's 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

“None of it matters if it doesn't work.” That's how Ryan Henley, Chief Revenue Officer at NUSO, summed up the company's approach to cloud communications and business continuity in a fast-moving conversation recorded live at Enterprise Connect 2025. NUSO came to the show with a clear message: in the race to innovate with UCaaS, CCaaS, and AI-powered solutions, resilience still matters—especially for critical industries where inbound call delivery can't afford to fail. Redundancy Built In At the heart of NUSO's exhibit was NUSOflex, a unique feature embedded across all of the provider's services. Henley described it as the only inbound redundancy solution of its kind in the U.S., designed to give businesses—especially contact centers, hospitals, and emergency service providers—true failover capability. “If you count on calls coming into your contact center or healthcare facility, we're one of the only providers in the U.S. that can offer that kind of inbound redundancy,” said Henley. As a network owner and operator in the U.S., U.K., and abroad, NUSO has the rare ability to act directly—without waiting on a chain of upstream vendors. “We can fix the problem ourselves. In many cases, we fix it before the customer even knows it happened.” AI in Action, Not Just in Concept While AI was a dominant theme on the show floor, Henley emphasized that NUSO isn't just talking about AI—they're using it. The company applies machine learning to monitor traffic across rate centers, proactively rerouting calls in as little as 120 seconds when patterns signal trouble. “This is an application of AI in real life,” said Henley. “We've been doing this for a year already—solving real problems using machine learning.” The same tools are used to resolve porting issues, automatically shifting numbers when providers fail to update databases correctly—yet another layer of proactive control that resonated with show attendees. Built for the Channel Henley was clear: NUSO is a partner-first company. With a 100% indirect model, the company actively works with partners across the globe to bring resilient, full-stack solutions to enterprise customers. “It's absolutely an opportunity to come partner with NUSO,” Henley said. “We welcome it.” With offerings that include UCaaS, CCaaS (both light and full omnichannel), compliance recording, and more, NUSO is positioning itself not only as a platform provider—but as a continuity partner in a market where service uptime is everything. Learn More Explore NUSOflex and the NUSO platform at nuso.cloud.

The Platform That Isn't Just a Platform: Intermedia's 360° Formula for Service Provider Growth, AI is setting new standards for CX, and Microsoft Teams is everywhere—but few SPs are monetizing it effectively “You don't need to rip and replace. You don't need to lock in. You just need a partner who's truly in it with you,” says Patrick Sheehan, Vice President of Channel Development, Intermedia. As the channel moves into the heart of 2025, service providers are at a crossroads. Legacy platforms are draining resources, AI is setting new standards for CX, and Microsoft Teams is everywhere—but few SPs are monetizing it effectively. In a recent Technology Reseller News podcast, we sat down with Patrick Sheehan of Intermedia to learn how the company's 360-degree approach is helping partners solve those challenges without heavy upfront investments, long-term contracts, or technical headaches. “You don't need to rip and replace. You don't need to lock in. You just need a partner who's truly in it with you.” — Patrick Sheehan, Vice President of Channel Development, Intermedia What's Holding Service Providers Back? Sheehan doesn't mince words: today's service providers are seeing churn rise, ARPU fall, and win rates slide. It's not just voice—customers want integrated, AI-enhanced UCaaS and CCaaS, not siloed tools. Add in the need to market more effectively in a crowded space and support aging platforms, and many providers are facing a serious growth headwind. “If your platform isn't innovating fast enough to meet customer expectations—especially with AI and Teams—you're going to feel it in churn and margins,” said Sheehan. Intermedia: A Partner-First Playbook Intermedia has built its model around partner success—not vendor lock-in. That starts with a month-to-month, no-minimum-commitment agreement, enabling providers to enter the UCaaS and CCaaS space without sacrificing their brand, their network, or their business model. “Almost 95% of our business goes through partners. We're not here to compete—we're here to help them win,” adds  Sheehan. Service providers can white label Intermedia's platform, maintain their own PSTN footprint, or leverage Intermedia's national network. The tech stack—including UCaaS, CCaaS, a new Teams integration, and an AI-ready data lake—is 100% owned and operated by Intermedia. That translates into true speed-to-market and scalability. Fast Start, Full Support Launching with Intermedia doesn't take a year—or even months. With dedicated onboarding teams, SPs can be deploying customers within weeks. Intermedia supplies pre-configured plug-and-play phones, operational support, and guided productization. The result? Minimal friction, maximum velocity. The Industry's First Teams Integration—Built for SPs One standout development is Intermedia's embedded Microsoft Teams integration, which lets SPs offer a fully monetizable, branded Teams experience—a key differentiator in the increasingly Teams-centric workplace. “It's more profitable and more compelling than other options. And if you want, you can even source Microsoft licenses directly through us,” Sheehan explained. Marketing, Migration & Margin Intermedia supports partners with: Channel marketing experts who build and execute campaigns Sales engineers who assist in complex deal cycles Migration support to minimize churn and retire legacy platforms 5x9s SLAs and J.D. Power-certified technical support It's all part of what Sheehan calls the “360-degree approach to service provider success.” No single vendor in the UCaaS/CCaaS space offers this combination of product flexibility, technical enablement, and go-to-market support—all aligned around one goal: partner revenue growth. Ready to Kick the Tires? For SPs exploring new growth paths, Sheehan has a simple message: “You don't need to spend a year and a million dollars to launch something new. You can get started today.

Channel Partners 2025 | By Doug Green “Channel Partners is my favorite week of the year,” said Michael Day, Head of Channel for GoTo, kicking off our conversation at one of the telecom industry's most energized events. “I always call this the Super Bowl for the channel.” And this year, GoTo came ready to play. GoTo, known for its legacy brands like LogMeIn and products such as Rescue and Grasshopper, made waves at Channel Partners with a suite of AI-powered solutions aimed squarely at solving one of the most pressing problems in customer experience: making customers feel seen, known, and understood—without losing the human touch. AI for Auto Dealers, Built to Scale While GoTo is a horizontal platform serving sectors from healthcare to education, Day spotlighted GoTo's deep investment in the automotive vertical, where the company now powers what may be the largest installed base of unified communications and contact center technology for dealerships. “The recent enhancements to our automotive platform allow dealers to do more than just answer calls,” said Day. “They now have tools to delight customers—whether they're buying a car, getting service, or just dreaming about their next road trip.” By integrating GoTo's UCaaS and CCaaS tools into mission-critical dealership systems, auto retailers can recognize a customer by name, know their purchase history, and respond through the customer's preferred channel—be it phone, web, or social media. Meet the AI Receptionist At the heart of this rollout is GoTo's new AI Receptionist, currently available in five languages and expanding fast. Unlike traditional IVR systems, the AI Receptionist understands natural language, detects sentiment, and knows when to bring in a human. It doesn't just route calls—it enhances the employee experience by freeing up staff to focus on more complex tasks, while maintaining a high level of customer care. “AI won't replace humans,” Day emphasized. “But it will make them more effective.” Internal Proof, Real-World Confidence GoTo has already road-tested this tech on its own platform. With over 100,000 Grasshopper users—mostly solo entrepreneurs or small businesses—GoTo used its AI stack to resolve 30% of support calls without human intervention. The remaining 70%? Reserved for the nuanced, high-touch conversations AI isn't meant to handle. “That's why we're confident,” said Day. “This isn't a roadmap product. It's live. It's working. And it's already winning business—right here on the show floor.” MSPs, LogMeIn, and the Power of GoPilot The momentum isn't limited to voice. GoTo's MSP-focused tools, still branded under the trusted LogMeIn name, now feature GoPilot, an AI engine embedded in RMM and remote support tools. It enables faster scripting, real-time language translation, and seamless issue resolution—breaking down communication barriers across global IT environments. “MSPs love these tools,” Day said. “They're seeing what AI can do for support, and they're turning that into value for their customers.” One Brand, Many Strengths While the LogMeIn name still resonates in IT circles, Day made clear that all of this innovation rolls up under one umbrella: GoTo. Whether it's UC, contact center, or IT management, GoTo's channel-first strategy is designed to empower partners with tools that are ready to sell, support, and scale—today. Learn more at GoTo.com.  

At Channel Partners 2025, Robert Serretti shares how immersive collaboration spaces drive stickier solutions for partners “We really see the channel as the best way to go to market. Once partners experience the platform, the ideas start to pop.” Robert Serretti, CTO, TeleSpeak LAS VEGAS, NV – Channel Partners Conference 2025 – As hybrid work becomes the norm, collaboration tools are evolving to meet the moment. One company embracing this shift with immersive technology is TeleSpeak, a software development firm that offers Office Anywhere, a virtual, persistent workspace designed to replicate the energy and spontaneity of a physical office environment—without the commute. Robert Serretti, TeleSpeak's CTO, joined Technology Reseller News to explain how Office Anywhere is redefining what it means to "show up" to work in a hybrid world. From Zoom Fatigue to Persistent Presence Office Anywhere isn't just another video conferencing app. Instead, it creates a visually immersive digital office, complete with rooms, desks, doors to knock on, and the feeling that colleagues are just down the hall. “If you're in the office and your co-worker's door is open, you pop in. If it's closed, you knock. We replicate that virtually,” said Serretti. “It combats the isolation many remote workers feel and fosters real connection.” The platform integrates seamlessly with Zoom, Microsoft Teams, Google Meet, AWS Chime, and leading CCaaS and UCaaS systems, including Salesforce, Genesys, HubSpot, and others. Designed for Contact Centers, Classrooms, and Creatives Office Anywhere offers vertical-specific spaces: Contact Centers with call flows and integrations Virtual Classrooms for education providers Custom Spaces, from corporate HQs to Millennial Falcon-themed hubs Built-in assets like SIP phones and CRM dashboards allow users to work inside familiar systems—just within an immersive, collaborative space. A Sticky, Monetizable Opportunity for Channel Partners TeleSpeak is channel-first. For MSPs, agents, and solution providers, the platform offers: 25% recurring commission Free use of the platform for partner orgs Custom-branded, immersive demo environments Flexible price points for SMB, mid-market, and enterprise Pricing starts at $95/month for up to 10 users, scaling to custom deployments for large teams. “It's sticky,” Serretti emphasized. “Because it layers on top of existing platforms—CCaaS, VoIP, CRM—it enhances what partners already sell.” TeleSpeak is actively onboarding new partners. Visit telespeak.net to see a live demo and explore the platform. Interested partners can contact Robert Serretti directly at roberts@telespeak.net. As Serretti noted, “Once people use it, they start to see the possibilities.”  

Spinoco Launches Microbusiness-Focused CX Platform at Cloud Connections In an industry increasingly focused on the enterprise, a new player is flipping the script. In a special Technology Reseller News and Cloud Communications Alliance podcast, telecom veterans Michael Tessler and Pavel Chlupáček announced the North American launch of Spinoco, a digital front-office platform built specifically for micro and small businesses. The launch is set to coincide with Cloud Connections 2025, April 14–16 in St. Petersburg, Florida. “Spinoco is for businesses with one to 20 lines, the ones often left behind in the rush to serve enterprise,” said Tessler. “We're bringing customer interaction management, task tracking, and AI-powered insights into one intuitive app.” Spinoco integrates UC, CCaaS, CRM, and ticketing functions into a single mobile-first experience. Every customer touchpoint—email, call, SMS, or social—is automatically captured, categorized, and converted into actionable tasks. The system includes native AI capabilities like transcription, intent tagging, and summarization. “Our focus is usability,” said Chlupáček. “This is not enterprise tech crammed into a small package. It's built from the ground up for small businesses that need simplicity and mobility.” The platform's design eliminates the need for separate CRMs, third-party integrations, or on-site IT. Spinoco also provides owners with immediate visibility into business performance—offering insights like “top reasons customers contacted us this week” without the need for manual data entry. The go-to-market strategy will focus on service providers, offered as a white-label SaaS solution. Tessler emphasized the importance of speed and simplicity: “Service providers need a low-touch, high-value offering. Spinoco is ready for fast rollout, without the support overhead.” At Cloud Connections, the Spinoco team will be exhibiting, offering live demos, and participating in the Innovation Showcase, where attendees can vote on standout new technologies. Tessler is also slated to deliver a keynote on AI trends shaping the industry. For more information, visit spinoco.com, or meet the team at Cloud Connections 2025. #Spinoco #CloudConnections2025 #CXInnovation #MicrobusinessTools #MobileFirstCX #UCaaS #MSP #CCaaS #AI #ChannelPartner #CCA #TechnologyResellerNews

In a special Technology Reseller News podcast recorded at Channel Partners Conference & Expo 2025, Crexendo executives Jon Brinton, Chief Operating Officer, and Doug Gaylor, President and Chief Operating Officer, announced that the company has surpassed six million users on its NetSapiens® platform—a milestone achieved primarily through its rapidly growing base of channel partners and licensees. “This is a significant accomplishment for us,” said Gaylor. “We've tripled the number of users in just three and a half years. That growth is organic, partner-led, and backed by a solid financial foundation.” Crexendo, a NASDAQ-listed company, also recently announced record annual revenue and net income, reporting 14% year-over-year organic growth and six consecutive quarters of GAAP profitability. “No one else in the space can match those metrics,” Gaylor added. Brinton highlighted that more than 235 licensees now power their UCaaS and CCaaS offerings using the NetSapiens platform, with 17 new licensees added in the past year—10 of which migrated from major competitors including Cisco and Microsoft. The NetSapiens model, known for its “Seconds, Not Seats” concurrent usage pricing, is credited with helping partners maintain industry-leading margins and deploy with unmatched flexibility—either on-premise or hosted in the cloud via Crexendo's OCI infrastructure. Brinton emphasized the ecosystem around the platform. “We now have over 100 developers actively building solutions for our marketplace. Many of those are AI-driven—already available today, not years away,” he said. Crexendo partners are leveraging real-time AI features like voice studio tools, sentiment analysis, call transcription and summarization, and AI-enhanced video and contact center applications. Gaylor and Brinton also pointed to the strength of the Crexendo community as a key growth driver. “Our partners grow at twice the market rate,” said Brinton. “They share best practices, support each other, and many are on this show floor offering competitive solutions powered by NetSapiens—under their own brand.” As the company celebrates six million users, Gaylor noted that Crexendo is on pace to reach seven million before year-end. Read the Press Release. To learn more, visit www.crexendo.com or follow the company on LinkedIn, Instagram, and Facebook. #Crexendo #NetSapiens #UCaaS #CCaaS #ChannelPartners2025 #AIinUC #UnifiedCommunications #PartnerFirst #TechnologyResellerNews  

Enterprise Connect Podcast | Technology Reseller News “AI isn't here to replace humans — it's here to make customer service smarter, faster, and more efficient.” – Jill Blankenship, CEO, Frontline Group In this special Enterprise Connect 2025 episode, Technology Reseller News publisher Doug Green sat down with Frontline Group CEO Jill Blankenship and CRO Matt Bramson to explore the company's dual mission: delivering cutting-edge customer experience technology while keeping the human touch front and center. Frontline's Edge: A Foot in Both Worlds Frontline isn't just advising businesses on CCaaS — they're living it daily through their own 350-seat contact center. This real-world expertise enables them to offer something unique: deployment strategies informed by frontline operations. That hybrid approach — combining software like NICE CXone and Zoom with agent services and consultative support — is what sets them apart. AI That Supports Agents — Not Replaces Them Rather than jumping on the “AI-first” bandwagon, Frontline brings a pragmatic view. AI is already embedded in their analytics, quality management, and workforce tools. Their focus? Using AI to empower agents, reduce repetitive calls, and improve both CSAT and agent retention. “We envision a future with AI-driven service,” said Bramson, “but customers still need human empathy.” Resilient, Responsive, Ready When a global company with nearly 10,000 agents lost its internal CX team overnight, Frontline stepped in — not in months, but in days. They deployed a full support team, onboarded agents, and stabilized operations fast. That kind of agility is made possible by deep platform expertise and decades of team experience. Built for SMB & Mid-Market Success Unlike traditional CCaaS vendors focused on large enterprises, Frontline tailors solutions for SMBs and mid-market firms in regulated industries like finance, healthcare, and government. Whether it's compliance, rapid onboarding, or integrating omnichannel AI solutions, Frontline helps these clients scale without sacrificing quality. Looking Ahead: Human-Centered AI Blankenship founded the company to solve real-world customer service challenges. Now, she's leading it into a future where AI and human agents work in tandem. With a 98% client retention rate and a reputation for fast, flexible implementations, Frontline is poised to help more businesses navigate CX transformation in the AI age. Learn more at frontline.group or connect with the team on LinkedIn. You can also meet them at Channel Partners in Las Vegas.

At Enterprise Connect 2025, John Tucker, VP of Product at Intermedia, shared how the company is strengthening its AI, UCaaS, and CCaaS capabilities while deepening its commitment to partners in the MSP and service provider space. Intermedia recently announced intelligent archiving integration for Microsoft Teams, addressing a key challenge for businesses—siloed data across UC, CC, and M365 email. By unifying communications records into a single platform, Intermedia enhances compliance and enables AI-powered insights for more effective business decision-making. With 95% of its business driven by partners, Intermedia continues to refine its white-label UCaaS and CCaaS solutions. The Intermedia Ascend program, now supporting 50+ service providers, allows CSPs to integrate their own network and PSTN assets while delivering a competitive cloud communications offering. AI was a central theme at Enterprise Connect, and Tucker emphasized the importance of moving beyond AI hype to create real business impact. Intermedia's AI capabilities focus on: Actionable insights from integrated UC, CC, and email data AI-powered compliance and security features Sales enablement and training to help partners compete more effectively Intermedia will continue engaging with partners at Channel Partners in Las Vegas next week and Cloud Connections in St. Petersburg in April. For more information, visit www.intermedia.com.

In 2025, we anticipate the continued enterprise migration to Contact Center as a Service (“CCaaS”) solutions. Customers are facing the difficulty of keeping good contact center agents, the end-of-life status of existing equipment and software, and the shift by providers from on-prem to cloud-based offerings with effective AI use cases.  In this 8-minute episode of Staying Connected, Julie Gardner of TC2 and Laura McDonald of LB3 join Tony Mangino to discuss the state of the CCaaS market, and how savvy customers are utilizing RFPs and pilots to select best in class solutions that align with business and technical requirements. If you would like to learn more about our experience in this space, please visit our Technology Consulting & Strategy Development Services and Strategic Sourcing webpages. ·         Follow us on LinkedIn: LB3 & TC2

At Enterprise Connect 2025, technology adoption is a major topic, and 1UC is here to help businesses navigate it smoothly. I caught up with Ash Webster from 1UC, a company that specializes in technology adoption and user training, offering white-labeled services that integrate seamlessly with major software providers like Luware, Microsoft, Cisco, Genesys, and Zoom. "We act as an extension of our partners' teams," Webster explained. "Whether it's rolling out Teams telephony, optimizing contact centers, or ensuring a smooth transition to a new platform, our goal is to enhance customer experience, accelerate adoption, and reduce support demands." Unlike traditional training providers, 1UC goes beyond simple instruction. "We don't just train—we enable success," Webster emphasized. The company works directly with technology vendors, ensuring that customers get the best possible experience while vendors see faster adoption and fewer support issues. As businesses increasingly invest in unified communications (UC) and contact center solutions (CCaaS), ensuring users fully adopt the technology is critical. That's where 1UC steps in—helping organizations bridge the gap between deployment and full-scale adoption. For technology vendors looking to improve customer success and drive engagement, 1UC offers a proven solution. Learn more at https://1uc.co.uk/ #EnterpriseConnect #UCaaS #CCaaS #DigitalTransformation #TechAdoption #Training #1UC

At Enterprise Connect 2025, Paul Holden, Vice President of EMEA at CallTower, shared insights on the company's expansion in Europe, the Middle East, and Africa (EMEA) and highlighted mobility as a key industry trend. Holden reflected on his one-year anniversary with CallTower, having been the first employee in the EMEA region for the 20+ year-old U.S.-based company. "It's been a great learning curve," he said, explaining that CallTower's agnostic vendor ecosystem, which includes Microsoft Teams, Cisco Webex, and Zoom for voice enablement, has helped establish the company in new markets. Growing Presence in EMEA CallTower's expansion in EMEA has been steady. "A year ago, I was on my own, and now we're a team of six," Holden said. The company has been building partnerships, identifying new routes to market, and refining its strategy to serve mid-market customers. Who is CallTower's ideal customer? Holden pointed to mid-market businesses with multi-location operations, as their complexity requires seamless communication solutions across different platforms. "That's where we win," he explained. On the partner side, CallTower is looking for managed service providers (MSPs), large resellers, and distributors who serve multi-location enterprises. "When you know where you win, you can target the right partners more effectively," Holden said. What's Hot in 2025? Mobility Takes Center Stage One of the biggest opportunities Holden sees for 2025 and beyond is mobility. "You may have invested in Microsoft Teams for desktop calls, but what about mobile devices?" he asked. CallTower is focused on enabling native mobile dialers as Teams phone extensions, giving users the flexibility to seamlessly switch between business and personal calls. This feature, leveraging eSIM technology, allows calls to be made and received as if they were on a desk phone, even in low-bandwidth situations or while driving. "This is a game-changer," Holden said. "And it's going to be a hot topic throughout 2025 and beyond." Enterprise Connect & Channel Partners: Strengthening Relationships At Enterprise Connect, CallTower is meeting with key technology partners, including Microsoft, Cisco, Zoom, and CCaaS providers like Five9, Solgari, and newly acquired Anoria (a Genesis partner). "It's all about relationships," Holden emphasized. "People buy from people, and having strong vendor support gives confidence to our partners." Following Enterprise Connect, CallTower will head to Channel Partners in Las Vegas, which Holden described as "the Super Bowl of the industry." There, the company will shift its focus from vendors to channel partners, resellers, and distributors. Learn More For those interested in learning more about CallTower, Paul Holden can be reached at pholden@calltower.com #EnterpriseConnect #UCaaS #CallTower #MicrosoftTeams #CiscoWebex #Zoom #Mobility #Telecom #ChannelPartners  

At Enterprise Connect 2025, John Finch, VP of Product Marketing, Customer Engagement at RingCentral, joined Doug Green, publisher of Technology Reseller News, to discuss RingCentral's latest AI-driven advancements that are reshaping business communications and customer engagement. Introducing AI Receptionist (AIR): The Future of Call Handling The highlight of the day? RingCentral's AI Receptionist (AIR)—an AI-powered virtual assistant designed to handle inbound calls, provide information, and route callers efficiently while delivering a human-like customer experience without requiring a live receptionist. “This is our foray into agentic AI,” said Finch. “It's intuitive, simple to set up, and integrates seamlessly with existing knowledge bases, ensuring businesses can enhance their call-handling capabilities effortlessly.” The Rise of Agentic AI in Business Communications Agentic AI is revolutionizing enterprise communications by eliminating outdated IVR systems and rigid DTMF touch-tone menus. With AI-powered automation, businesses can now facilitate natural, real-time conversations that streamline call handling and reduce customer frustration. RingCX: Expanding AI-Powered Customer Engagement RingCentral's RingCX—its native cloud contact center platform—has grown significantly, now serving 700+ companies. The platform seamlessly integrates UCaaS and CCaaS, enabling cross-team collaboration and improving overall customer experiences. “RingCX is built for simplicity, ease of use, and deep AI integration,” said Finch. “We're automating quality management, improving agent performance, and enhancing customer interactions in ways that traditional systems never could.” Main Stage Presentation & The AI Evolution During Enterprise Connect's main stage keynote, RingCentral's President and COO, Kira Macagon, will discuss how businesses can harness AI-driven insights to capture and leverage every customer interaction, ensuring more effective communication strategies. Three More AI Innovations for Enhanced CX In addition to AI Receptionist (AIR), RingCentral also unveiled: AI Agent Assist: Real-time knowledge retrieval, allowing agents to automatically surface answers from company knowledge bases while handling live customer calls. AI Supervisor Assist: Live call monitoring and sentiment analysis, providing supervisors with real-time alerts to intervene when customer interactions require guidance. AI Interaction Analytics & Predictive CSAT: AI-driven customer satisfaction (CSAT) scoring, ensuring businesses receive continuous customer feedback without relying solely on traditional post-call surveys. RingCentral's AI-Powered Future With RingSense AI at the core of its EX and CX offerings, RingCentral is ensuring that AI-powered innovations enhance unified communications, contact centers, and enterprise collaboration tools. For those attending Enterprise Connect 2025, RingCentral's booth (1000) features live demos of AI-powered solutions. For others, visit RingCentral's website to explore how AI is transforming business communications.    

“We offer a great solution for remote, hybrid, and return-to-office work, keeping teams cohesive no matter where they are,” says Chance Myers of Telespeak. Recorded live at ITEXPO 2025, this podcast features Chance Myers, Partner at Telespeak, discussing how Office AnyWhere is revolutionizing virtual workspaces for businesses, contact centers, and educational institutions. With a focus on enhancing collaboration and retention for MSPs, Telespeak provides a cutting-edge virtual office solution that drives engagement, customer loyalty, and new revenue opportunities for channel partners. “Office AnyWhere isn't just another SaaS product—it's a retention tool, a revenue generator, and a unique offering that MSPs can use to stand out,” says Myers. Not Just Another Virtual Office—A Differentiator for MSPs Telespeak is not a typical UCaaS provider. Its Office AnyWhere platform is designed to provide a state-of-the-art virtual workspace with a “real office” feel. Supports hybrid, remote, and in-office teams – Keeps employees connected no matter where they work. Works for all businesses—from startups to enterprises – Trusted by Apple Academy, the U.S. State Department, and major universities. Designed for MSPs – Helps MSPs differentiate themselves, boost customer retention, and create additional revenue streams. A Highly Profitable Opportunity for Channel Partners Telespeak has built Office AnyWhere with MSPs and resellers in mind, providing a high-value, high-margin opportunity. Higher Commission Structures – Telespeak offers double the average SaaS commission, significantly increasing revenue for MSPs. 87% Retention Rate – Research shows that once a customer starts using the platform, they continue to use it consistently. Not Sold on Price Alone – Office AnyWhere is a premium service that differentiates MSPs from competitors, rather than competing on pricing and basic support claims. “We've been aggressive with our commission structure, offering resellers a far better deal than most UCaaS and CCaaS platforms,” says Myers. Beyond the Office: Applications for Education & Associations Office AnyWhere isn't just for businesses—it's helping universities, training programs, and associations create immersive, virtual collaboration spaces. Higher Education – Over 70% of graduate students don't attend physical campuses, making virtual classrooms essential. Distance Learning – Telespeak provides custom classroom spaces for remote education, offering seamless interaction between students and professors. Large Events & Training – The platform supports hundreds of participants in a single virtual space, perfect for conferences, networking, and corporate training. “Universities are looking for innovative ways to engage students remotely—our platform makes virtual learning feel like an in-person experience,” says Myers. A Must-Have for MSPs in 2025 At ITEXPO and MSP Expo, Telespeak is sending a strong message to MSPs and resellers: If you're an MSP looking to add new revenue streams and increase customer retention, Office AnyWhere is a must-have. The platform is easy to demo—just visit our website and step into our virtual space. “MSPs need to stop competing on price alone. Office AnyWhere is a powerful differentiator that helps resellers keep their customers engaged and generate more revenue,” adds Myers. Where to Learn More Website: www.telespeak.net Explore the Virtual Office: Visit Telespeak.net and select “Enter Our Space” to experience the platform firsthand. Connect with Chance Myers on LinkedIn: Chance Myers #MSP #OfficeAnyWhere #VirtualOffice #RemoteWork #HybridWork #UCaaS #VirtualCollaboration #ITEXPO #CloudCommunications #DistanceLearning #WorkFromAnywhere  

What is Caller ID Reputation? Caller ID Reputation is a SaaS-based solution that provides businesses with visibility into their call treatment—ensuring that their calls reach customers without being mislabeled. The platform offers: Call Visibility – Identifies if calls are being flagged as spam or scam. Data Insights – Provides real-time analytics on why calls are mislabeled. Remediation Services – A white-glove service that proactively fixes caller ID reputation issues before businesses even notice. The Master Sales Agent (MSA) Program: A New Opportunity for Partners Caller ID Reputation's new MSA program is designed to empower sales professionals—particularly those in the telecom and enterprise ecosystem—to add reputation management to their service offerings. No Need to Quit Your Day Job – The program allows professionals to supplement their existing sales efforts. Ideal for CPaaS, CCaaS, UCaaS, and Carrier Sales Agents – Helps telecom professionals close more deals by solving call reputation issues for their customers. Best-in-Class Training & Support – Participants receive full training, marketing materials, and live demos to help them seamlessly integrate Caller ID Reputation into their sales process. "This isn't just another add-on service—it's a game changer for anyone selling voice services. Every enterprise struggles with reputation issues, and this program gives our partners the tools to solve them," says Christensen. Why Reputation Management Matters More Than Ever Caller ID Reputation goes beyond just phone number monitoring. The company provides Stir/Shaken compliance, fraud detection, and branded calling solutions. Enterprise-Grade Solutions – Ideal for industries like finance, healthcare, and call centers. Fraud Prevention – Detects spoofed numbers and brand impersonation attacks. Branded Calling & Identity Validation – Helps businesses enhance trust by displaying verified caller ID information. "Most businesses have no idea their calls are being mislabeled. We provide the visibility and solutions they need to fix these issues and ensure their calls get answered," says Christensen. Join the MSA Program & Start Closing More Deals Caller ID Reputation is actively recruiting top telecom professionals for its MSA program. The company is vetting applicants carefully, ensuring they bring the right experience and customer connections to the table. Full training and resources provided Easy integration into existing telecom sales Lucrative commissions & high-value add for enterprise customers Learn More & Sign Up Read the Press Release Join the MSA Program: Visit the website to apply Website: CallerIDReputation.com #CallerID #Telecom #UCaaS #MSP #SalesAgent #BusinessGrowth #CallReputation #CallLabeling #AI #Compliance

“We think we bring a differentiated choice that allows service providers, MSPs, and others to customize something that really works best for the DNA of their business,” says Jon Brinton of Crexendo. Recorded live at ITEXPO 2025, this podcast features Jon Brinton, Chief Revenue Officer of Crexendo, as he discusses the company's innovative approach to unified communications, AI-driven tools, and a flexible licensing model that empowers service providers. As Crexendo approaches 6 million users, Brinton shares how MSPs can leverage the NetSapiens platform for scalability, innovation, and profitability. A Commitment to Innovation and AI Crexendo's presence at ITEXPO highlights its continued investment in AI and innovation. Many service providers are stuck with outdated, end-of-life technology that lacks innovation. Crexendo's open APIs and AI-driven tools allow partners to integrate new solutions that stay competitive. The broader NetSapiens ecosystem helps service providers deliver what business customers demand. “We leverage our open APIs, a broad ecosystem of partners, and AI tools to ensure our platform remains innovative and competitive,” says Brinton. The NetSapiens Model: More Flexibility, Higher Margins Crexendo's rapid growth is driven by key differentiators that set it apart from other UCaaS and CPaaS platforms: Sessions, Not Seats Model – Partners license the NetSapiens platform based on sessions or usage, rather than traditional per-user pricing. Higher Margins – The flexibility of sessions-based licensing allows partners to maximize profitability. Own or Subscribe – Service providers can choose to purchase the technology outright or subscribe based on their financial strategy. “We don't want our commercial construct to limit service providers. Whether they prefer to own and depreciate or subscribe, the technology works the same either way,” says Brinton. Control Over Hosting and Branding Crexendo offers service providers full control over their deployment strategy. Self-Hosting Option – For providers who want full control of their infrastructure, Crexendo supports on-premise deployments. Cloud Hosting with Oracle – For those who prefer a managed solution, Crexendo offers global hosting through Oracle Cloud Infrastructure. White-Label Solution – Service providers fully control branding, allowing them to market the platform as their own. A Strong Message for MSPs and the Channel Crexendo invites MSPs, service providers, and enterprises to explore the NetSapiens platform. MSPs looking for UCaaS, CCaaS, CPaaS, or AI-powered solutions should consider Crexendo for its flexibility and scalability. The company's ability to adapt to a provider's unique business DNA is fueling its continued growth at twice the market rate. “Whatever you're doing in UCaaS, CCaaS, CPaaS, or AI-driven business communications, stop by and see us at ITEXPO. We bring a unique, differentiated choice to the marketplace,” says Brinton. Where to Learn More Visit: www.crexendo.com Follow Crexendo on LinkedIn #UCaaS #CCaaS #CPaaS #AI #BusinessCommunications #ITEXPO #Telecom #MSP #NetSapiens #CloudCommunications

"Time to market increased by 65%. Reseller success metrics up 90%. That's the power of structured onboarding," says Katie Merrill, CEO & Founder of B-Lynk. At the upcoming Cloud Communications Alliance Cloud Connections (April 14-16, St. Petersburg, FL), Katie Merrill will help lead a roundtable discussion on Winning Marketing Strategies from AI to Training to Events—a collaborative session designed to give UCaaS and CCaaS providers the strategies, tools, and best practices needed to accelerate sales enablement and drive reseller success. Reseller Enablement: The Key to Faster Go-To-Market Success Why It Matters Many cloud communication providers struggle to onboard resellers efficiently. Without structured training, products sit on the shelf, sales cycles slow down, and resellers lack confidence in positioning solutions. B-Lynk's Approach Transforms traditional onboarding by packaging sales, product, and technical training into scalable, digital e-learning programs. Proven Results 65% Faster Time-to-Market – Resellers ramp up and start selling quicker. 90% Increase in Reseller Success Metrics – Better-trained partners lead to stronger sales performance. On-Demand, Scalable Learning – No need for half-day training calls or webinars—learn at your own pace, anytime, anywhere. A New Kind of Conference Session: Engaging, Interactive, and Actionable Merrill's roundtable at Cloud Connections 2024 https://www.cloudcommunications.com/connections will focus on practical solutions. Key Takeaways from the Session Maximizing Sales Success – Digital-first enablement strategies for resellers, direct sellers, and channel partners. AI & Training in Marketing – How to scale reseller education and adoption with digital content. Interactive Format – No slides, just real conversations with industry experts. Join the Conversation Attend the Session at Cloud Connect (April 14-16 https://www.cloudcommunications.com/connections ) Learn More About B-Lynk: www.b-lynk.com Connect with Katie Merrill: Katie Merrill on LinkedIn @Joe Marion @Clark Peterson @Michael Quinn @Dave Gilbert @Jason Byrne #CloudConnect #CCA #UCaaS #CCaaS #SalesEnablement #ResellerSuccess #AI #Training #GoToMarket #CloudCommunications

“AI shouldn't erase languages—it should amplify them.” – Jean-Louis Quéguiner (JL), CEO of Gladia In a world where AI-driven communication tools are shaping industries, Gladia is setting a new standard in multilingual, real-time speech recognition. In this episode of Technology Reseller News, Doug Green interviews Jean-Louis Quéguiner (JL), CEO of Gladia, to discuss how their automatic speech recognition (ASR) technology is not only solving technical challenges but also protecting and amplifying underrepresented languages. Bridging the AI Divide in Speech Recognition Gladia is not just another transcription company. It is the only ASR provider capable of real-time, multilingual transcription with low latency, supporting over 100 languages—including accents, dialects, and code-switching. Key Differentiators: High-Accuracy Transcription Across 100+ Languages – Handles everything from English and Spanish to Tagalog and Zulu Real-Time Code-Switching – Seamlessly processes multiple languages in a single conversation Bias-Free AI – Ensures equitable representation for underserved languages As JL explains, many AI tools ignore so-called “niche” languages, despite their vast number of speakers. With 1.5 billion people in India and 120 million Tagalog speakers, Gladia is filling a critical gap in global communication. AI and the Future of Contact Centers Gladia's speech AI technology is already being integrated into call centers, CCaaS platforms, and voice AI agents to: Improve real-time CX with hyper-accurate transcription & sentiment analysis Expand global market reach by enabling companies to support more languages Enable AI-powered call automation while maintaining human oversight JL emphasizes that AI voice agents are evolving rapidly—but rather than replacing human interaction, they should work alongside contact center professionals. In the next five years, call center roles will shift from volume-based operations to high-skill, high-quality customer interactions. Expanding into the U.S.: Building the Right Partnerships As Gladia expands its footprint in North America, the company is actively looking for: Channel partners in cloud communications Technology integrations with CCaaS and AI-powered platforms Enterprises looking to enhance multilingual CX JL himself is relocating to New York to foster relationships and drive business development in the U.S. market. Learn More About Gladia Website: www.gladia.io Contact for Partnerships: Connect with Jean-Louis Quéguiner on LinkedIn #AI #SpeechRecognition #CX #CallCenters #MultilingualAI #ContactCenter #ASR #CloudCommunications #LanguageTech

Watch on YouTube.The Asia Pacific region is rapidly becoming a hotbed for cloud communications, and Cavell is finally bringing its prestigious summit to the region. In this exclusive interview, Rob Scott sits down with Trent Webby, Head of Asia Pacific at Cavell, to discuss the inaugural Cavell Summit Asia Pacific and why now is the perfect time to launch.Why Attend?Cavell's renowned summits have been running successfully in Europe and North America for a decade, and now, after extensive research, they're making their way to Sydney, Australia. Trent Webby shares the insights that led to this decision, what attendees can expect from the event, and why Asia Pacific is on the brink of a market boom in cloud communications.Key discussion points include:Why APAC is primed for growth in cloud comms, and what Cavell's research uncovered.An exclusive look at the event's speaker lineup, including 8x8's CEO Samuel Wilson and New Wave's COO Mark Bunnell.Who should attend – from telcos and MSPs to CCaaS and CPaaS providers.The stunning Sydney Harbour venue and what makes this event unique.If you're looking to stay ahead in the APAC cloud communications space, this is the event to attend. Get insights from industry leaders, connect with key decision-makers, and enjoy a networking experience like no other.Next Steps:Register now via the Cavell website and secure your spot at this landmark event. Click through to their website and get your ticket.Thanks for watching, if you'd like more content like this, don't forget to SUBSCRIBE to our YouTube channel.You can also join in the conversation on our  X and LinkedIn pages.

Today's podcast is with Alex Levin, the Co-Founder and CEO of Regal.io, that provides high-touch contact center software (CCaaS) that enhances sales, support, and customer retention with the help of AI agents and automated personalization. Alex joins me today to talk about the rise of voice AI agents and how they are likely to transform contact centers helping to automate the majority of contact center interactions by 2035, how AI is going to bring back the ability to treat customers like human beings, why the natural home of the contact center is under the CMO and and the intriguing prospect of agents in the contact center becoming very sought after and very highly paid. This interview follows on from my recent interview – The majority of agents don't find AI useful in their daily work – Interview with Martin Teasdale and Ed Creasey – and is number 530 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

The year of vCon, Creo Solutions unwraps solutions that cut across silos and platforms, monetize data, Podcast, Every time we hop on a meeting, we've got Microsoft, CodePilot will give us a readout, or when we call into a contact center, all of your CCaaS platforms today support recording conversations and using that for coaching “Every time we hop on a meeting, we've got Microsoft, CodePilot will give us a readout, or when we call into a contact center, all of your CCaaS platforms today support recording conversations and using that for coaching,” says Creo Solutions Partner and Co-Founder Robert Galop. “The challenge in the industry has really been all of these are siloed solutions. So if I want to get a picture of what's really happening with my business, what the customer journey looks like all the way from marketing to sales to onboarding and what have you, I've got all of these different systems that I've got to look across. And none of them are consistent in the information that they give me.” “So what we're really excited about is with vCons.” In this podcast, we take a look at the excitement. “Now we can capture conversations in the entire customer journey, everything that the employee is doing to support the customer, and we can capture those in a consistent way across platforms. And we're looking at very simple licensing models, very simple deployment model. So let me show you show what this what this product is. And I think we'll be able to talk to how service providers can take this to market.” We learn about verticals and applications such as car dealerships.” Visit us at https://www.creosolutions.tech/.

Creo Solutions brings Context Register solution to service providers and their clients to meet Campaign Registry deadline, painlessly, Podcast Starting December 1, all A2P SMS campaigns will be blocked if they have not already been approved by The Campaign Registry via their 10DLC process: The process is time-consuming and confusing “Everybody's kind of kicking the can almost in circles as we're looking at this registration process. And as we think about what this is going to mean once we get to this December 1 deadline, is your local florist, who is texting out to people with updates, taking orders potentially over SMS, those capabilities are gonna go away if they haven't already registered their campaigns and their traffic with TCR,” says Robert Galop of Creo Solutions. “We're seeing a lot of gaps in this entire registration process in getting that done, which is why we're excited that we've got Sabeeh (Sabeeh Hameed) and what he's built put in front of the service providers.” Starting December 1, all A2P SMS campaigns will be blocked if they have not already been approved by The Campaign Registry via their 10DLC process. This includes 1:1 SMS messages coming from UCaaS and CCaaS users. The implications are huge for businesses (losing their ability to communicate with customers) and providers (losing a key capability and seeing a potential hit to revenue). CSPs and UCaaS/CCaaS providers are scrambling to get their customers' 1:1 SMS messaging capabilities registered with TCR ahead of the deadline, but it is a very cumbersome and error-prone process. “If you take a look at this form and think about this from the perspective of a florist or a car dealer or what have you they're not going to know what any of these pieces are. All they're going to know is that on December 2nd, when they come in and start to text people, they're not going to see their text messages going through and they're going to call their service provider and then the service provider is going to call the texting provider and it's going to be a lot of tickets going back and forth.” Sabrhub has created a painless, super-reliable, and super-quick solution that enables providers to register all of their customers quickly and reliably before December 1. Creo Solutions has partnered with Sabrhub to get this to all CSPs and UCaaS/CCaaS providers who are struggling to beat the deadline. In this podcast, Sabeeh Hameed, Founder of Sabrhub, walks us through his solution. “With our platform context register, we're looking at this problem in a holistic way to not only simplify the actual information that we're collecting from the brands,” says Sabeeh.  “We're abstracting away a lot of the complexity in the process, but we're also giving them what they need using our quick comply functionality. What that does is it provides a line of that a brand is able to just add their Wix website or Squarespace or Shopify or whatever have you.” Sabeeh explains that his QuickComply functionality, we give them this one line of code that's shown here on the right-hand side. And that gives them essentially a fully compliant opt-in experience. The service streamlines compliance and helps people avoid easily made errors and oversites. There is also pre-vetting before registration. https://www.creosolutions.tech/ https://youtu.be/_N63KnxGIb4

BCN offers choices for the migration path, Podcast, “It just really depends on what the customer needs,” “It just really depends on what the customer needs,” says Richard Boudria Jr., CEO of BCN. “We're very focused on creating bespoke solutions by location for that customer. And that's, that's not only in the legacy side of the business, the legacy voice side of the business. We approach every opportunity in that same manner. Whether that's, in the connectivity offering or even in the emerging product category. Our goal is to make sure that that customer has the best product service and solution at every single location, regardless of where it is domestically or internationally. But again, back to our single bill, single portal, single point of contact with that high level of service and support.” In this podcast, Boudria discusses the massive complexity of migration, especially for the multisite enterprise, where time, mergers and acquisitions and other widely experienced histories have left an organization with a large and complicated migration task. In this podcast, Boudria outlines BCN's approach of meeting organizations where they are and offering the best possible services along whichever path they and their “trusted advisors”, may pick. Choice is a central value.   “We're still a certified CLEC in all 50 states. That's not the core focus of the business, but it's still there and available. so if we have a customer who still has legacy services, we can help them take those services, audit them, show savings, move them over to us, get control of the situation.” BCN offers choices for the migration path “With the help of the trusted advisor, help the customer decide, by location, which technology product and service we're going to use for that voice solution. That could be POTS over LTE. That could be a SIP TRUNK. That could be, a UCaaS, or CCaaS offer. It just, you know, that could be a cable POTS line. That could be a LEC fiber POTS line. It just really depends on what the customer needs. But we're very focused on creating bespoke solutions by location for that customer. And that's, that's not only in the legacy side of the business, the legacy voice side of the business. We approach every opportunity in that same manner. So, whether that's, in the connectivity offering or even in the emerging product category. Our goal is to make sure that that customer has the best product and service and solution at every single location, regardless of whether it is domestically or internationally. But again, back to our single bill, single portal, single point of contact with that high level of service and support.” The podcast outline's BCN's approach to serving its customers and partners. BCN, a communications and technology solutions leader, works exclusively through trusted technology advisors to deliver comprehensive technology solutions. Richard sheds light on the company's commitment to building lasting relationships with both customers and selling partners, ensuring long-term success through dedicated support and collaboration. They explore BCN's focus on the future. outlining what sets BCN apart in the telecom industry, from its customer-centric solutions to its ability to adapt to the evolving needs of its diverse client base.  About BCN As a communications and technology solutions leader since 1994, BCN understands how to solve your toughest network challenges and build a solution that fits your needs. Our experts guide you to the right solution, then help you secure, manage, and monitor it, ensuring you're always connected to the advanced technologies that can take your business even further. With over 100's of network and technology partnerships and an unshakable commitment to delivering exceptional customer care, your business gets access to best-in-class services and an experience that is second to none. A privately held company, BCN serves a growing roster of customers nationally and internati...

Contact Center as a Service (or CCaaS) solutions are evolving in step with developments in the AI space.  AI is impacting both the pricing construct and contractual framework for CCaaS solutions.   In this 10-minute podcast, Laura MacDonald and Julie Gardner join Tony Mangino to share key insights into developing sourcing strategies and contracts for AI enabled CCaaS services and how to secure the right solution at the right price with the necessary terms and conditions. If you would like to learn more about our experience in this space, please visit our Strategic Sourcing and Network Services Transactions webpages. Follow us on LinkedIn: LB3 & TC2

A major challenge facing the enterprise contact center is managing efficiency amidst the chaos. For many, this is a job for the supervisor. In this podcast, Jamie Stewart, Marketing Manager at Sytel, discusses how automation can manage efficiency more quickly and accurately than supervisors, for both inbound and outbound contact and the interplay between them. Supervisors can be freed to coach and encourage, while agents are assigned automatically where they are needed most. Resellers, MSPs, partners and enterprises can utilize CCaaS that provides these efficiency savings at scale, combined with the flexibility of cloud connectivity. Visit www.sytel.com

Cavell Summit North America 2024 Set To Help Explore Industry Challenges As Cloud Communications Transforms, Podcast What can you do as a business to differentiate and be successful in the future? “We're seeing the markets in a bit of a slate of flux at the moment, a lot of people are trying to understand: what is their role,” says Dom Black, principal analyst at Cavell. “What is the role of the channel? How do we differentiate from each other? Every single product is looking pretty similar out there. So, what can you do as a business to differentiate and be successful in the future?”  The survey involved over a thousand decision-makers, including people from across the industry. “We provide in-depth research looking at how the markets are changing and helping service providers, vendors, MSPs, and channel organizations understand what is the role of their technology stack, how that is going to change in the future, and what they can do to be successful selling that.” Next week, the Cavell Summit North America 2024 will occur in New York City, bringing together the leaders, innovators, and thought leaders in the cloud communications industry. Cavell's highly regarded State of the Market report will be presented right at the start of the event, along with remarks from Cavell Director Matt Townend. That report will set the stage for a packed schedule of presentations, panels, and more. “We've got the likes of Zoom, Microsoft, Cisco, and companies like 2600Hz/Ooma and Dstny. major telcos like Comcast, Verizon, and TELUS coming and speaking as well as some of those other vendors people like Intermedia. We've got the CTO of Five9 coming to speak along with the CMO of Mitel coming to speak. we've got Vonage coming along to speak. If you're not there we don't know why you're not.” Cavell Summit North America Focused on the US market, Cavell Summit North America presents the latest knowledge and opportunities within the UCaaS and CCaaS landscape to equip service providers, vendors, and investors with actionable insights. The1-day event consists of keynotes, panels, networking opportunities, and roundtable discussions from industry-leading providers and is led by Cavell's research team who will be sharing their latest insights on the market. This event is for telcos, cloud communications service providers, MSPs, channel providers, and vendors who are looking to gain a greater understanding of the market and opportunities to maximize future growth. While in New York, don't miss out on the CCA Financial Summit experience. Enjoy a networking dinner at Bryant Park Grill at 6 pm on October 1st after the Cavell Summit, followed by the CCA Financial Summit with breakfast and lunch the day after. Requires separate registration.

The Transformative Impact of AI on Customer ServiceIn a recent episode of our podcast, we delved into the transformative role of artificial intelligence (AI) in customer service, particularly within contact centers. Our guest, Kerry Robinson, the Vice President of Conversational AI at Waterfield Technologies, shared invaluable insights into the advancements in AI technology and its implications for businesses. This blog post will break down the key points discussed in the episode, providing actionable advice and thorough explanations to guide listeners and readers alike.Kerry Robinson shares their long-standing involvement in AI, dating back to their childhood, and reflects on the evolution of AI over the decades. They emphasize that the last two years have marked a significant turning point in AI capabilities, moving beyond previous hype cycles to a point where AI can genuinely exhibit forms of intelligence that can be leveraged in practical applications. Modern AI can hold conversations, summarize information, translate languages, and solve complex problems, which are being applied in real-world scenarios, revolutionizing workplaces and personal lives.The conversation shifts to the specific applications of AI in contact centers, where Waterfield Technologies operates. Kerry notes that the contact center industry has historically faced challenges related to staffing and operational efficiency. They point out that many tasks currently outsourced to human agents could be more effectively managed by AI technologies. For instance, Klarna, a financial services company, successfully automated 70% of its customer interactions using AI, improving efficiency and resulting in higher customer satisfaction compared to interactions with human agents.About Kerry Robinson:Kerry Robinson is the VP of Conversational AI at Waterfield Tech, a leading global provider of CX technology and services. With over 20 years of experience in data, AI, and customer experience, Kerry expertly navigates the realms of IVR, voice technology, and chatbots to maximize business ROI. As the former CEO and builder of VoxGen, which was successfully acquired, he brings a wealth of knowledge and innovation to his role. An Oxford-trained physicist with a Master's in AI, Kerry is a relentless seeker, master builder, and devoted creator of impactful experiences. His unique blend of technical prowess and strategic vision keeps Waterfield Tech at the forefront of conversational AI.About Waterfield Tech:Waterfield Tech is a global customer experience tech and services provider spanning the leading CCaaS, conversational AI, and WEM platforms.Waterfield Tech transforms experiences for organizations worldwide. Operating across six continents, our employees leverage a consultative, client-centric approach to design, build, and manage scalable, omnichannel and AI-enabled business solutions. Our breakthrough innovations in contact center technology, applied artificial intelligence (AAI), workforce engagement, and secure digital infrastructure reduce business costs, improve customer satisfaction, and help customers deploy a smarter utilization of the human workforce. Apply to be a Guest on The Thoughtful Entrepreneur: https://go.upmyinfluence.com/podcast-guestLinks Mentioned in this Episode:Want to learn more? Check out Waterfield Tech website athttps://waterfieldtech.com/Check out Waterfield Tech on LinkedIn athttps://www.linkedin.com/company/waterfield-technologiesCheck out Kerry Robinson on LinkedIn at

Episode Summary:In this episode, Maribel Lopez speaks with Five9's CTO and Head of AI Jonathan Rosenberg on AI's potential in the Customer Experience (CX) and Contact Center as a Service (CcaaS) space. Currently, customers are often unsatisfied with chatbot communication services at contact centers. However, AI's increasing generative capabilities show potential for exciting future applications.  Key Themes:Maribel and Jonathan begin by discussing the current state of AI in CcaaS, and how many customers are unsatisfied with their experiences with automated calls. Contact centers have long attempted to automate aspects of the CX experience, first with DTMF and later with directed dialogue.Unlike these technologies, generative AI has seen widespread adoption. Consumer familiarity with artificial intelligence will lead to them understanding how to interact with generative AI over the phone. Jonathan and Maribel also discuss their predictions for how AI will impact jobs in at contact centers. Jonathan believes that jobs will change, but they will not disappear. Last, Jonathan defines open platforms and explains how their unique features allow for useful CX capabilities. The future of AI in CX depends on how quickly companies eliminate AI hallucinations. Once models overcome this obstacle, Jonathan predicts that AI will see wide adoption in the CX space. For detailed show notes, navigate using the time stamps below:Follow Jonathan Rosenberg on LinkedIn: https://www.linkedin.com/in/jonathanrosenberg1/Follow Jonathan Rosenberg on X/Twitter: https://x.com/jjrosenberg?lang=en Read Jonathan Rosenberg's articles in the Forbes Technology Council: https://www.forbes.com/councils/forbestechcouncil/people/jonathanrosenberg/ Read the Broken Earth series: https://www.amazon.com/Broken-Earth-Trilogy-Season-Obelisk/dp/031652719X

User Group Meeting 2024, A NetSapiens Platform Event, Nashville, Tennessee, OCT 21 – 24, 2024 Crexendo, powered by NetSapiens, has passed the five million user mark. The milestone was achieved in advance of the NetSapiens Platform User Group Meeting, to be held in Nashville, October 21 to 24. In this podcast, Jon Brinton discusses their growing community of over 230 service provider partners, and other elements of growth. Brinton tell us about the Frost and Sullivan 2024 Best Practices Award, now among the twenty-four industry awards, earned by the Crexendo. As CPaaS, UCaaS, and CCaaS continue to converge, Crexendo has worked to deliver what customers want, with scalable solutions and smooth migration paths. “We're seeing a lot of former Microsoft, Metaswitch partners or Cisco BroadSoft partners, that are coming to us because we fashion ourselves as the champion of the independent service provider community.” The upcoming User Group Meeting, already established as a key fall industry happening, will have added gravity this year, as the partners gather, representing between them an added million end users. Roundtables have been added to the agenda. This allows for a more bespoke, deeper learning experience. Gaining deeper understanding of the technologies being offered, finding ways to sharpen the sales process, and peer to peer opportunities to learn inside the NetSapiens community, are among the benefits for attendees. https://ugm.netsapiens.com/

AI continues to drive innovation in the Contact-Center-as-a-Service (CCaaS) space, significantly improving agent efficiency and customer experience.  However, the use of AI in CCaaS solutions, while almost ubiquitous, is not without potential risk to the enterprise. In this 10-minute podcast, Laura McDonald joins Tony Mangino to discuss pending legal actions related to AI and CCaaS service and strategies to mitigate the legal risks inherent in the technology.  If you would like to learn more about our experience in this space, please visit our Network Services Transactions and Information Technology Advisory Services webpages. Follow us on LinkedIn:  LB3 & TC2

UC Today's David Dungay speaks to Benny Matityahu, VP, UC & Collaboration, AudioCodes and Gidi Adlersberg, Voca CIC Business Line Manager, AudioCodes.In this session, we discuss the following:Why are customers purchasing UCaaS and CCaaS together as part of a consolidated platform?What are the big challenges around trying to buy UCaaS and CCaaS together?What are the new opportunities and use cases for customers looking to bring UCaaS and CCaaS together in the Teams environment?

Rev.io aims to help service providers leverage global corporate IT spending surge, Billing and related services are critical to gaining traction, stickiness Corporate spending on technology is surging. IT spending is expected to grow by 6.8%. This correlates to a market of $5 trillion dollar. Were IT a country it would be larger than the whole economy of Japan. But how do service providers, who often were the very first technology sellers to their respective clients, remain in place and the vendor companies turn to as they seek to build their technology infrastructure? Evan Rice, President & COO of Rev.io says that they have a ready to go tool that maximizes that opportunity. “I believe it's really the end customer and in particular, the enterprise that is driving, we want you to do it all for us. The way to take advantage of that growth is you must have differentiated services, and that creates a lot of complexity inside of the business,” says Rice. “And it ultimately leads to needing tools that can manage that for you.” The way to take advantage of that growth is you must have differentiated services, and that creates a lot of complexity inside of the business, Evan Rice, President & COO of Rev.io Full View, Faster Time to Cash In this podcast Rice discusses have Rev.io, now combined with TigerPaw, can help the telecom community remain a central technology resource for their respective customers, whether that customer is using Teams or needing CCaaS services. “If I'm delivering services onsite, I need field tech management, dispatch, optimization of scheduling. I need reporting and analytics so that I can use that information,” says Rice. Rice notes that as the Rev.io platform evolves, its helping providers organize their traditional work, master their new offerings and more. “Those platforms will be combined to have a single 360 view of your customer, regardless of what service you're delivering to them.” Rice adds, Rev.io's payment offering will, “…not only just give you the visibility and faster reconciliation of those payments, but faster time to cash.” Along with capitalizing on growth and new offerings, Rice remains the viewers of a basic idea that some people might remember from the early days of TigerPaw: “It's easiest to bill for services that you've delivered, right? Visit www.rev.io Rev.io aims to help service providers

In this episode of Enterprising Insights, host Keith Kirkpatrick is joined by Robert Kramer, VP and Principal Analyst at Moor Insights & Strategy, to discuss using data to enable ROI from AI deployments. The pair discuss this topic through the lens of several events they attended in recent weeks, including SAP Sapphire, Zoholics, PegaWorld iNspire, and Databricks Summit. The two conclude the show, each contributing a Rave to the Rant and Rave segment.

This year, several LB3 and TC2 colleagues attended the annual Enterprise Connect conference – a massive event focused on communications, collaboration and CX for enterprise customers.  Enterprise Connect provides a venue for customers, service providers, and subject matter experts to explore new service offerings and network with others in the ICT space. In this 8-minute podcast, TC2's Theresa Knutson, Julie Gardner, and Frank Zagrodnik joined Sara Crifasi to discuss their conference takeaways, including exploring incorporation of AI into UCaaS and CCaaS offerings and attending sessions focused on supporting legacy services while undertaking transformational technologies. Follow us on LinkedIn:  TC2 & LB3

In this episode of Enterprising Insights, host Keith Kirkpatrick discusses recent contact center product announcements, focusing specifically on news from Microsoft Dynamics 365 Contact Center and Cisco's Webex Contact Center. He then concludes the show with the Rant or Rave segment, focusing on a contact center snafu.

“What ChatGPT does, is able to do, is just mind-boggling,” says Daniel Foppen, VP Product and Product Marketing at Convoso, an AI-powered contact center software for sales teams. “And especially with the latest version, the 4.0 model, this is really going to replace a big chunk of customer service agents. That's a full stop. I'm envisioning 20 to 30% within the next year or year and a half… Klarna, the payment service provider from Sweden, just released recently the news that they replaced 700 agents with ChatGPT virtual agents.” Daniel Foppen However, Foppen does not see workforce reduction. He sees workforce reassignment and growth. If you were staffing your call center to cope with surges of calls that occur at lunch time or other point on the clock or calendar, to filed inbound calls, you will now be reassigning those workers on outreach. From defense to opportunity. Foppen calls for a new approach to outbound call management. In this podcast we discuss… Call campaigns at Scale Leveraging AI and Automation Enhanced Data Insights … and we touch on how call centers can achieve higher closure rates on outbound calls. The technology change mirrors a significant role-playing change: the contact center from being a point of customer care to becoming a revenue center. About Convoso is a leading CCaaS contact center software provider for sales and lead generation teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to foster customer growth while supporting adherence to regulatory standards. Its omnichannel capabilities include conversational AI game-changer www.Voso.ai  to scale sales and revenue further.

CCA CPaaSAA CPaaS Special Podcast, Cloud Connections 2024 “AI is synonymous with CPaaS in how it gets deployed in the organization when it comes to anything communications related", Kevin Nethercott of the CPaaS Acceleration Alliance. This week, the Cloud Connections 2024 Conference will offer a panel labeled "Unlocking Revenue Streams: Seizing the CPaaS Advantage" and a second panel called "UCaaS, CCaaS, CPaaS, Security: Crafting the Ultimate Collaboration Suite for Revenue Growth". CPaaS will be a major topic at the event. According to Nethercott, AI and CPaaS, go together. “They're absolutely kind of kindred spirits of a sort. It's hard to do one without the other. And we're seeing global deployments of it in front of contact centers, in front of CCAS. And so, it really is converging everything down to the user. And that's why we really like to focus on the user experience as the critical element of what this technology can be used for.” Last year, CPaaS and AI had a kind of wonder appeal. This year, we are seeing practical applications, what Nethercott describes as commercialization. In this short podcast we learn how those dots are linking up: CPaaS can be deployed to solve customer challenges, and to create revenue. Looking into these opportunities will be a big part of this week's event. Visit www.cpaasaa.com

“It's interesting that the trifecta, the UCaaS, CCaaS, CPaaS have all become relevant to enterprises,” says Sanjay Srinivasan, Chief Architect, GM, SVP, Business Services, Vonage. Sanjay will be speaking at the Cloud Connections 2024 event in April: Seizing the CPaaS advantage. “From what I'm observing, there's a distinct change in the buyer behavior that I've seen in the past year, starting maybe a year and a half ago, but then now it's firmly rooted in the past enterprises, the CPaaS buyer, which rarely there was one because that world was new to them, the UCaaS buyer and the CCaaS buyer were all different, different departments, different decisions, different budgets, et cetera. But in the last year and a half, certainly we can see that UCaaS and CCaaS buying is coming together. And this is a strong trend.” In this short podcast we catch a glimpse of how CPaaS is moving beyond the developers and onto the big stage of major enterprise deployment. CPaaS is an opportunity. Visit www.vonage.com

“AI technologies are definitely maturing, and more and more communications providers and technology developers are using AI to enhance their solutions,” says Elka Popova VP and Senior Fellow for Connected Work Research, at Frost and Sullivan. “I think at the moment most of the AI-powered innovation that we're seeing is in contact center, more specifically contact center as a service, and to some extent in cloud meetings. There is, however, huge potential to continue to enhance voice communications, analytics tools, and other parts of kind of the broader business communication space using AI technologies. And I think the onus is on the vendor community to figure out which AI-powered features and capabilities need to be table stakes and provided to customers free of charge and just kind of used to create customer value but not necessarily create revenues.” Popova will be one of the featured panel members on a session labelled: Forecasting the Cloudscape: Navigating Present Realities and Future Horizons of Communications, UCaaS, CCaaS, CPaaS, Security: Crafting the Ultimate Collaboration Suite for Revenue Growth. Popova's work focusses on UCaaS, Collaboration and the Future of Work. She has spoken and participated in CCA events and is widely respected expert on these markets and trends. “And then there will be other features and capabilities that will have to be offered at a premium. And once the vendors monetize these capabilities, I think this will kind of elevate the industry to a different level.” Visit frost.com Visit CloudCommunications.com Register for show at https://www.cloudcommunications.com/events/cloud-connections-2024      

“This week we launched what we call the GoTo Contact Center Pro so GoTo Connect which is our UCaaS and CCaaS product family has been a really well regarded reliable product for all your communications needs for mostly small but not so small size companies and on the contact centers side we had a great solution and have a great solution that's supported people up to, you know, probably about a hundred agents and people told us that they loved what we did,” says Peter Mahoney, CMO for GoTo. GoTo, introduced GoTo Contact Center Pro, a solution that expands its Contact Center as a Service (CCaaS) offerings to medium and large companies. This new offering gives growing businesses a modern, flexible, yet affordable platform which includes omnichannel capabilities, powerful integrations, and unparalleled agent interfaces and access to rich data and deep insights. Read the story https://telecomreseller.com/2024/03/11/goto-launches-contact-center-pro-bringing-effortless-affordable-and-convenient-ccaas-to-mid-market-and-enterprise-sized-businesses/ Visit www.goto.com

UCaaS and CCaaS coming together with Teams and in the age of Hybrid, Forecasting the Cloudscape “I'll be on a panel with a few other analysts, and we're basically going to be talking about trends and what our crystal balls are showing us, and all about cloud communications and things that the service providers are interested in,” says Blair Pleasant, President and Principal Analyst at COMMfusion. Blair will be one of the featured panelists in special session forecasting the cloudscape. “I'm sure we're going to be talking about the growing role of contact center and CCaaS and customer experience. And most UC vendors now are also offering contact center capabilities... and along those lines, I expect we'll be talking about the integration of UCaaS and CCaaS and how they're coming together and how organizations are using these integrated solutions.” Pleasant adds that Microsoft Teams and the changing world of hybrid work will also be covered in the session. “And I have a feeling we might talk about AI a little bit,” adds Blair. In thinking about the upcoming event, Blair had been looking at how service providers will bring AI into their solution portfolios. “How do I get them on the road to AI?” “… Because it's not just a one and done thing.” Visit https://www.commfusion.com/

A great fit for the business depending on how you want to engage. “We're built for service providers to enable them to leverage their brand, which is a huge deal for service providers, to leverage their brand, leverage their carrier network if they like and have an award-winning modern UCaaS integrated CCaaS solution that they can offer to their customers to help grow revenues today,” says Patrick Sheehan, Vice President of Channel Development and Distribution at Intermedia. Intermedia Cloud Communications announced a strategic expansion of its partner program tailored to meet the distinct challenges faced by Service Providers (SPs). The announcement occurred in the run up to Channel Partners. “Intermedia has been around for a lot of years working with resellers, agents, MSPs, VARs, all types of businesses. So if you're in IT and you're providing any type of solutions we're a great, great fit for the business depending on how you want to engage. We've got an advisor model for those that are more of an agent. They like to sell a service and receive their commission. What's unique about our advisor model, why we don't call it the agent model, is because they're agents who want to have a little bit more control of their guests and they create quotes themselves in a portal and provides a beautiful proposal right out of the mat. They can sell and close that deal and then we'll handle the implementation, the billing and support beyond that. And they can be as involved in that process as they wish. Our reseller model, we call it the core. Customer ownership reseller model enables the VARs and MSPs, those are really wanting to bill and support the customers. We're built for that, which is a great solution for all those types of IT solution providers that really want to own that customer relationship, bill it, get that top line revenue, and set their pricing and their margins and leverage their brand or intermediate's brand.” Visit https://www.intermedia.com/  

Digital customer interactions are critical to business success. The effect on customer satisfaction can be dramatic, but the technology behind those interactions is often hidden. Raul Castañon Martinez joins host Eric Hanselman to look at Communications Platform and Contact Center as a Service (CPaaS and CCaaS) technologies and how they're evolving. Gen AI can improve interactions, but is also increasing fraud. Check out the research here.

Bridging the gap and overcoming barriers in CCS expansionIt's no secret that achieving net-zero emissions requires a significant reduction in the use of fossil fuels. As the world looks to alternative energy sources to combat climate change, carbon capture and storage (CCS) emerges as a key technology enabling industries to decarbonize. By capturing carbon dioxide (CO2) emissions at their source and storing them underground, CCS can significantly mitigate the environmental impact of industries that are otherwise hard to green, such as cement production and power generation.The International Energy Agency (IEA) has set an ambitious goal for CCS, expecting it to capture around 6 billion tons of CO2 by 2051 with notable advancements within the coming years. Innovations in CCS technology aim to address concerns of scalability and cost, making it more accessible and financially feasible for industries to adopt. Aker Carbon Capture is a provider with some major projects underway, and they've signed an MoU with Microsoft to pursue joint innovation in the space. David Banmiller sits down with Microsoft's Ole Henrik Ree, and Aker Carbon Capture's Hanne Rolen, and David Phillips, to discuss the crucial role played by CCS in achieving a more sustainable future.We conclude with a discussion about the 'Carbon Capture as a Service' (CCaaS) model, a shift aimed at enhancing accessibility and practicality, and the journey towards achieving net-zero emissions.Subscribe to the Interchange Recharged so you don't miss an episode. Find us on X – we're @interchangeshowSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.