Podcast appearances and mentions of Doug Green

“AI gives us a chance to make technology feel human again — not just efficient.” — Danny Tomsett, CEO, UneeQ In this Technology Reseller News podcast, Doug Green speaks with Danny Tomsett, CEO of UneeQ, about how digital humans and AI-driven immersive training are redefining customer and employee experience. UneeQ's digital humans simulate lifelike emotion, movement, and empathy — helping telecoms and enterprises create interactions that feel real. These AI-powered avatars connect to live data systems, delivering authentic engagement instead of scripted automation. Tomsett explains that while most CX technology has focused on efficiency, the next leap is about value and connection: “Customers want to feel valued — that's the true test of any experience.” UneeQ also offers a browser-based immersive training platform, letting staff practice real-world conversations with AI coaches that teach soft skills like empathy, curiosity, and active listening. Together, these tools help telecoms and enterprises scale automation and elevate human performance — creating customer experiences that inspire trust and loyalty. Learn more at digitalhumans.com.

“Roughly 80% of unidentified calls go unanswered. The voice channel won't recover until people trust who's calling.” — Alex Algard, Founder & CEO, Hiya Alex Algard joined Doug Green, Publisher of Technology Reseller News, to unpack why consumers are ignoring voice calls and how Hiya—in partnership with mobile operators and handset makers—aims to modernize caller identity, block abuse, and reconnect businesses with customers. The problem Hiya's annual research shows unidentified calls are largely ignored (≈80% unanswered). With nuisance and fraud rampant, voicemail is turning into the new spam folder, undermining contact centers and legitimate outbound teams. Who Hiya is Seattle-based Hiya powers call protection and identity services with a global footprint of 500M+ users, working with AT&T (US), Samsung (global), Rogers/Bell (Canada), BT (UK), Vodafone, Telefónica, Telenor, and others. Two flagship services Hiya Protect: Network-integrated analytics (privacy-respecting metadata only) assess ~30B calls/month to label or block spam/fraud in real time—often before the phone rings. Hiya Connect: Elevates legitimate outbound calling with branded caller ID (business name, logo, call reason), materially raising answer rates for B2C outreach (banks, airlines, healthcare, pharmacies, field services). New: Caller Reputation (transparency for enterprises) For the first time, businesses can see and track their caller reputation and get prescriptive guidance to improve it (e.g., call patterns, answer durations, hygiene). This addresses the “black box” confusion when calls are mislabeled across carriers/analytics vendors. It's designed for enterprises, MSPs, channels, and SMBs—with direct engagement via Hiya or through operator partners. AI has been in Hiya's DNA Hiya has applied ML since 2016 and now leverages advanced AI to improve detection and identity, helping operators keep networks clean while avoiding false positives on wanted calls. Hiya AI Phone (assistant/screener) A carrier-offerable AI agent that answers, screens, and routes inbound calls in real time—ideal for consumers and SMBs (e.g., trades & field services that can't staff a live receptionist yet rely on timely calls). Why it matters for readers Contact centers & outbound teams: Recover answer rates, reduce voicemail waste, and maintain brand trust. Enterprises/MSPs/Channels/Regional telcos: Offer branded calling, protect subscribers, and monitor/improve caller reputation across portfolios. SMBs: Use AI screening to capture opportunities without missing critical calls. Learn more about Hiya Protect, Hiya Connect, Caller Reputation, and Hiya AI Phone at hiya.com.

“AI is hungry — for bandwidth, for speed, and for talent.” — Jean-Philippe Avelange, Chief Information Officer, Expereo Jean-Philippe Avelange, CIO of Expereo, joined Doug Green, Publisher of Technology Reseller News, to discuss findings from Expereo's Horizon Telecom Report—revealing how U.S. organizations are losing millions to network failures and struggling to find skilled professionals in cybersecurity, networking, and data automation. Avelange explained that as companies digitize everything from collaboration to customer experience, connectivity interruptions now directly halt business operations, making network reliability as vital as cybersecurity. “Modern enterprises are building their products and services on connectivity. When it stops, business stops,” he noted. The AI multiplier AI adoption is compounding the challenge. “AI is not just another workload—it's a new kind of demand,” Avelange said. AI-driven automation, real-time data flows, and low-latency interactions place unprecedented pressure on legacy network architectures. Organizations can no longer treat networking as a commodity; they must rethink it as a strategic platform requiring redesign and intelligent automation. The human factor According to Avelange, the real shortage isn't people—it's adaptability. The industry needs professionals skilled in network automation, data flow optimization, and problem solving, not just hardware management. “AI won't solve your problem if you don't understand the problem,” he said, advocating for upskilling internal teams alongside strong partnerships with managed service providers (MSPs) that bring intelligence, not just infrastructure. Latency by design Latency, Avelange warned, must be addressed before deployment. “You can always add bandwidth, but you can't add speed after the fact. Latency has to be engineered from the start.” A new mindset For Expereo, the future of networking lies in intelligent connectivity—solutions that merge automation, analytics, and agility to keep enterprises resilient in the AI era. “We're not selling boxes,” Avelange said. “We're helping companies design the networks their digital business runs on.” Read more in the Horizon Telecom Report or visit expereo.com.

"Even though POTS lines are going away, the communication path is not," says Jake Jacoby, CEO of TELCLOUD. "Businesses still need reliable, code-compliant connections for fire, elevator, and life safety systems—and waiting until shutdowns hit is a risk no one can afford." In this latest episode of the TELCLOUD POTS and Shots Podcast Series, Doug Green, Publisher of Technology Reseller News, joins Jacoby to discuss the hidden dangers of waiting too long to replace copper lines—and why proactive planning can save businesses both money and operational disruption. Jacoby explains that while many organizations still rely on legacy copper for fire alarms and elevator systems, these lines are increasingly unreliable—and in some cases, already being shut down. A failing elevator line or a disconnected fire panel can render a business out of compliance, forcing costly alternatives such as Firewatch, where staff must patrol facilities around the clock. Meanwhile, carriers are accelerating their copper shutdowns after receiving FCC approval to decommission aging infrastructure. Though customers may receive a 30-day notice, Jacoby cautions that shutdowns can happen anytime thereafter: “If you've been given a notice and it's been more than 30 days, it's a gamble whether your line is still working.” For resellers and MSPs, Jacoby stresses the need to get ahead of the shutdown curve: Audit existing lines and identify critical life safety systems. Engage customers early to build rollout plans before demand surges. Leverage TELCLOUD's platform for faster deployment and long-term reliability. Proactive migration, he says, not only prevents service loss but also delivers lower costs, greater reliability, and a path to future-ready communications. True to the POTS and Shots format, the conversation closes with a taste of tequila—this time from south of the border. Broadcasting from TELCLOUD's support center in Tijuana, Mexico, Jacoby introduces Siete Leguas Blanco, a traditional, double-distilled tequila made using the old-world tahona process. Fun fact: the name honors Pancho Villa's legendary horse. The POTS and Shots series continues to blend industry insight with a touch of culture and storytelling—helping partners navigate the copper sunset while enjoying the finer things in life. For more information, visit telcloud.com or call 844-900-2270.

“If responses aren't near real-time, the bot won't feel human.” — Ruchir Brahmbhatt, Co-Founder & CTO, Ecosmob Ruchir Brahmbhatt, Co-Founder and CTO of Ecosmob, joined Doug Green, Publisher of Technology Reseller News, to discuss the engineering behind human-like voicebots—where milliseconds make the difference between a smooth conversation and a frustrating one. With more than 18 years in VoIP and AI/ML development, Ecosmob builds custom voicebots for MSPs, ITSPs, and UCaaS/CCaaS providers seeking real-time automation and compliance. Brahmbhatt outlined how Ecosmob's architecture achieves sub-second latency through: Python async orchestration for thousands of concurrent sessions Redis in-memory queues for ultra-low-latency streaming NVIDIA Canary ASR and Kokoro TTS for fast, natural speech llama.cpp LLM engine with dynamic quantization for efficient processing In a live healthcare demo, Ecosmob's voicebot scheduled an appointment in natural, human-like dialogue—with total round-trip latency under 600 milliseconds. Brahmbhatt emphasized that modern contact centers are shifting from IVRs to AI-driven self-service, and that on-prem and GDPR-compliant deployments are increasingly essential. Learn more at ecosmob.com.

Simwood Partners with ChallengeAid to Support Education in Nairobi, Podcast, Simwood, a software-defined carrier based in the UK with operations in 21 U.S. states, has committed ongoing financial support to ChallengeAid's network of 53 Schools of Hope “It's the difference between a life of hopelessness and a life of opportunity.” — Simon Woodhead, Founder & CEO, Simwood Group In this special Cloud Communications Alliance (CCA) edition of the Technology Reseller News podcast, Doug Green speaks with Simon Woodhead, Founder and CEO of Simwood, about the company's partnership with ChallengeAid, a British and African charity transforming lives through education in Nairobi's informal settlements. Simwood, a software-defined carrier based in the UK with operations in 21 U.S. states, has committed ongoing financial support to ChallengeAid's network of 53 Schools of Hope. These community-based schools offer free education, mentorship, and safety to children living in extreme poverty — many of whom would otherwise face lives defined by child labor, drugs, or exploitation. Among these is the newly renamed Simwood School of Hope, a special needs institution in the Mathare area of Nairobi. The school supports 58 teenagers and provides care for nearly 300 children with disabilities. “This one resonated deeply with me,” says Woodhead. “Special needs education is rarely the first cause people support, but here it's absolutely life-saving.” ChallengeAid's impact is profound: over 100,000 children educated since 2004, 150 local volunteers (many former students), and even national chess champions and university graduates among its alumni. Simwood's involvement ensures that these programs can continue to grow, with plans to expand employee engagement and provide technology education in the future. To learn more about Simwood, visit simwood.com. To support ChallengeAid's mission, visit challengeaid.org. Read the full story on Telecom Reseller: Simwood Partners with ChallengeAid to Expand Education Support for School of Hope in Nairobi, Kenya.

At Viirtue Connect in Nashville, Adrian Andrews, Founder of AspireOn Networks, joined Doug Green, Publisher of Technology Reseller News, to discuss how his company is delivering comprehensive telecommunications, connectivity, and security solutions to businesses across Central Florida and beyond. AspireOn Networks provides business-class telecom services, including fiber connectivity, telecom expense management, and security system installations. “We partner with all the carriers in the country,” Andrews explained. “If you're looking for fiber optics or a backup solution, we shop all the carriers and come back with the best options—so our customers don't have to.” In addition to telecom solutions, AspireOn offers access control and security camera systems for businesses with physical locations, helping customers strengthen both digital and physical security. The company also performs quality control for fiber construction projects, ensuring network builds meet safety and technical standards. Headquartered in Central Florida, AspireOn Networks serves Orange, Seminole, Volusia, and Hillsborough counties, with clients across the U.S. and internationally. The company's success, Andrews noted, is supported by strong partnerships — including with Ideal Technologies in Tampa Bay and Viirtue, with whom AspireOn maintains a close working relationship. To learn more, visit www.aspireonnetworks.com.

At Viirtue Connect in Nashville, Bruce Widener, CEO of STRATA7 Technology, joined Doug Green, Publisher of Technology Reseller News, to discuss STRATA7's customer-first approach, its growing partnership with Viirtue, and the new business opportunities emerging from the event. Based in Louisville, Kentucky, STRATA7 Technology is a business-to-business unified communications provider dedicated to helping organizations increase efficiency, improve profitability, and drive growth. “We wake up every day looking forward to helping our customers solve problems,” Widener said. STRATA7 has partnered with Viirtue for the past 18 months, leveraging its network services, SIP trunking, and carrier technology to enhance its solutions portfolio. Widener described Viirtue as “a good, solid partner,” adding that the company is now evaluating Viirtue's buy-billing platform to further streamline operations and strengthen integration. Reflecting on the conference, Widener emphasized the value of in-person collaboration: “It's been great meeting the different partners in the Viirtue ecosystem — people we've talked to for months. These conversations help us expand what we can offer our clients.” STRATA7 is exploring several new technologies and services unveiled at the event, from hardware innovations to enhanced faxing and communication tools, which Widener plans to bring back to his operations team for review. To learn more about STRATA7 Technology, visit www.strata7.net.

At Viirtue Connect, Purav Maisuria, General Manager at Phonesuite, joined Doug Green, Publisher of Technology Reseller News, to discuss how Phonesuite is helping MSPs tap into new opportunities in the hospitality market through purpose-built communications solutions. Founded in 1988, Phonesuite provides voice and communication platforms designed exclusively for the hospitality industry, serving more than 10% of the global hotel market. The company is brand-approved by major hotel groups including Hilton, Marriott, and IHG, meeting each brand's strict requirements for reliability, security, and compliance. Maisuria noted that many MSPs already handle hotel networking and Wi-Fi but overlook telephony — a critical element of guest experience and operations. “It's a great opportunity,” he explained. “Hotels are looking for cybersecurity, better networks, and full IT support. By adding Phonesuite's voice solutions, MSPs can deliver a complete 360-degree service.” Phonesuite's hosted hospitality platform simplifies deployment and introduces features that directly address hotelier needs, such as missed call alerts, enhanced reporting, and mobile access for managers. These tools help prevent lost reservations and improve customer service by ensuring every call is answered — even after hours. “The front desk is the hotel's heartbeat,” Maisuria said. “When calls are missed, revenue is lost. Our solutions ensure staff stay connected and responsive, wherever they are.” To learn more, visit www.phonesuite.com.

At Viirtue Connect in Nashville, Jon Brinton, Chief Revenue Officer at Crexendo, joined Doug Green, Publisher of Technology Reseller News, to discuss Crexendo's sustained growth, partner momentum, and the innovations driving what Brinton calls a “renaissance in voice services.” Crexendo, the parent company behind the NetSapiens platform, now serves nearly 7 million users worldwide through its expanding network of over 235 partners. Brinton credited the company's success to a partner-first strategy that allows resellers to achieve higher margins and faster growth than the overall market. “Our partners grow at about double the rate of the market,” Brinton noted. “We design our model to make them more profitable—and that fuels sustained expansion.” Brinton also previewed Crexendo's upcoming NetSapiens Platform User Group Meeting at the Fontainebleau Miami Beach, where partners will explore new applications of AI, digital channels, and conversational intelligence to enhance customer experience. “We're helping partners make customer data actionable and relevant,” he said. “There's a renaissance happening in voice services—where the human conversation is once again central to business intelligence.” A key theme for Crexendo's ecosystem is flexibility—allowing partners to own, subscribe to, or host the platform in their preferred environments. Combined with a growing ecosystem of 60+ technology partners, the company enables tailored solutions for specific markets and verticals. “Our mission,” Brinton added, “is to keep voice at the center of meaningful human interaction—while giving partners the innovation and tools they need to compete and win.” To learn more, visit www.crexendo.com or www.netsapiens.com.

“Think of it like a voice firewall—protecting enterprises from spam, robocalls, and social engineering before the phone even rings,” said Vicki Sidor, Head of Sales and Channel at Mutare. At WebexOne, Sidor and Brian McDonald, Director of Product Development at Mutare, spoke with Doug Green, Publisher of Technology Reseller News, about how Mutare is reshaping enterprise voice security. Best known for its early innovations in voicemail and transcription, Mutare has pivoted in recent years to become a leader in voice threat defense. McDonald explained that while most organizations invest heavily in data and network protection, the voice channel remains a major vulnerability—one increasingly exploited by scammers, robocalls, and deepfakes. Mutare's solution acts as a pre-call voice firewall, analyzing and scoring inbound traffic before it reaches users. Beyond blocking malicious calls, it provides enterprises with visibility and analytics to identify suspicious patterns within their voice environments. At WebexOne, Mutare previewed its newest innovation—Voice Traffic Score for Webex Calling. The tool integrates directly into Cisco's Control Hub, allowing administrators to manage incoming calls based on security scoring. “Even for organizations not using Webex Calling, our solutions fit across Cisco's entire ecosystem—from SBCs to contact centers and carrier networks,” McDonald said. With partnerships across platforms such as Avaya, Genesys, NICE, and Five9, Mutare remains the only platform-agnostic voice firewall designed to safeguard businesses from social engineering and other voice-based threats. “Every enterprise has email and network firewalls,” Sidor added. “It's time they had one for voice.” More at Mutare.

At WebexOne, John Ortiz, Technology Sales Manager at MiaRec, joined Doug Green, Publisher of Technology Reseller News, to discuss how MiaRec is using AI to reshape the way businesses analyze and improve their customer interactions. MiaRec's platform leverages large language model (LLM) technology to deliver insights across three key use cases: Automated QA: Using AI to review and score 100% of customer interactions, ensuring that agents meet performance and compliance standards while eliminating the limitations of manual quality assurance. CX Intelligence: Automatically generating metrics such as customer satisfaction (CSAT), net promoter score (NPS), effort scores, and churn risk, giving companies a real-time understanding of customer sentiment and retention trends. Revenue Intelligence: Tracking sales opportunities and performance metrics across calls — including upsell and cross-sell effectiveness, objection handling, and missed revenue potential — to help managers identify top performers and training needs. Ortiz emphasized that the platform's customizable LLM framework allows businesses to extract any metric they need, regardless of industry or use case. “Every customer we get has different goals,” Ortiz said. “Having the flexibility to extract custom insights is absolutely key.” MiaRec integrates seamlessly with leading communication platforms such as Webex Calling, Webex Contact Center, RingCentral, NICE, Five9, and Twilio, while remaining platform-agnostic for clients with mixed environments. To learn more, visit www.miarec.com.

At Viirtue Connect in Nashville, Jason Moravec, Senior Channel Account Manager at Xima Software, joined Doug Green, Publisher of Technology Reseller News, to discuss how Xima's advanced contact center solutions are helping MSPs expand revenue, strengthen customer relationships, and enhance user experience. Xima Software delivers cloud-based contact center and customer experience platforms designed to integrate seamlessly with leading UC systems like NetSapiens, which powers Viirtue and other Crexendo partners. “We focus on helping businesses communicate more effectively across every channel—voice, SMS, email, chat, and WhatsApp,” Moravec explained. “It's all about elevating the customer experience.” Through its integration with NetSapiens, Xima offers white-label, multi-channel contact center solutions that partners can brand as their own. The platform enhances standard UC capabilities with detailed analytics, cradle-to-grave reporting, and intelligent call routing—all designed to help MSPs deliver a premium service that customers can't easily replace. “Contact centers are incredibly sticky,” Moravec said. “When partners win the contact center, they often win the entire business. It's one of the most profitable and high-value parts of the UC ecosystem.” Xima also integrates AI and speech analytics to improve agent productivity and customer outcomes. From sentiment and tone detection to AI-powered chatbots and voice assistants, the platform uses automation to reduce call volume, speed up responses, and provide data-driven training insights. “Our AI isn't about replacing humans—it's about getting people to the right place faster and making agents more effective,” Moravec emphasized. For MSPs and Viirtue partners, Xima's solutions represent a powerful opportunity to differentiate, expand service offerings, and grow recurring revenue. To learn more about Xima Software, visit www.ximasoftware.com.

At Viirtue Connect in Nashville, John Christian, Vice President of Marketing at Akixi, joined Doug Green, Publisher of Technology Reseller News, to discuss how Akixi is helping MSPs and telecom providers stand out in an increasingly commoditized communications market. Akixi delivers value-added analytics, CRM integration, and call recording solutions that enhance cloud-based telephony and UCaaS platforms. “We exist to help our partners solve business problems—whether that's missed revenue, productivity challenges, or customer experience gaps,” Christian explained. “In a world where everyone is selling the same call control, Akixi helps service providers differentiate.” A channel-only company, Akixi focuses on scalability, ease of provisioning, and simple billing—making it easier for MSPs and service providers to package and deliver advanced reporting and analytics alongside their UC offerings. Christian noted that some partners now lead with Akixi when selling their communications platforms because the real-time call analytics and visualization tools deliver immediate value to business customers. During the discussion, Christian highlighted a growing industry trend: specialization. “The MSPs that are succeeding are those who understand their customers' specific challenges—whether in healthcare, recruitment, or retail—and build tailored solutions around those needs,” he said. “Specialization builds trust and reduces perceived risk for customers transitioning away from legacy systems.” As MSPs look ahead, Christian believes differentiation will come from layering insights, integration, and intelligence on top of standard UCaaS platforms. “We help our partners move beyond selling technology to delivering outcomes—and that's where the real opportunity lies.” To learn more about Akixi, visit www.akixi.com.

“The days of the old virtual bot type of experiences are slowly going away. End consumers will now experience a more personalized, human-touch type of interaction with AI,” said Chang Chang, Sr. Director of Product, Cloud CX Solutions at Webex. At WebexOne, Chang joined Doug Green, Publisher of Technology Reseller News, to share how Cisco is transforming customer experience (CX) with AI-driven innovation. Chang explained that Webex AI is designed not to replace human agents but to augment their productivity—from enabling 24/7 support to providing suggested responses, wellness tools, and sentiment analysis. Unlike chatbots, the new Webex AI Agents are fully autonomous, able to perceive context, manage interruptions, and respond empathetically in natural conversation. A highlight of the announcements was Webex AI Quality Management, a breakthrough that applies to both AI and human agents. “You can't scale quality management with humans listening to every call,” Chang said. “AI makes it possible to review 100% of interactions, score them, and recommend improvements—bridging a long-standing quality gap.” Chang also addressed broader themes of future-proofing, emphasizing Cisco's vision of Connected Intelligence that integrates AI at the edge, in the cloud, and in control systems to create seamless, secure, and scalable CX. Integrations with Microsoft Dynamics and other open-platform partnerships reinforce Webex's commitment to meeting customers wherever they are. “Ultimately, it's about sweating the entire end-to-end experience for the consumer,” Chang noted. “AI isn't a trend—it's fundamental to future-proofing customer experience.” More at Webex.

“Two, three, five years from now, the workforce could easily be people working with people, people working with AI, and maybe even AI working with AI,” said Amit Barave, VP of Product Management for Webex. At WebexOne, Barave joined Doug Green, Publisher of Technology Reseller News, to discuss Cisco's vision for Connected Intelligence and how Webex is positioning AI not as a replacement, but as a workforce enhancer. Barave explained that Webex's new AI Agents are designed to eliminate everyday productivity gaps—capturing meeting notes, recommending attendees, or automating follow-up actions—while keeping human creativity and judgment at the center. “These are tools built for those ‘I wish I had done this' moments,” he noted. The Webex AI strategy rests on three pillars: AI at the Edge – enabling low-latency, privacy-conscious responses. AI in the Cloud – delivering high-performance compute and complex inference. AI in Control – simplifying management, troubleshooting, and service assurance. Barave also emphasized Webex's commitment to an open ecosystem, ensuring seamless integration with enterprise applications, workflows, and vertical software systems. This approach, he said, helps enterprises and partners future-proof their collaboration strategy in a rapidly evolving AI landscape. “From just being a calling and meetings platform, Webex Suite has become an AI-powered conversations and communications platform for the enterprise,” Barave said. “That makes it a compelling choice for customers and partners alike.” More at Webex.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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