Podcast appearances and mentions of Doug Green

“Verification is no longer a nice-to-have—it's a must-have,” says Gegham Azatyan, Co-Founder and Chief Business Officer at Dexatel, in a conversation with Doug Green, Publisher of Technology Reseller News. In this episode, Azatyan introduces Dexatel Verify, a new CPaaS solution designed to intelligently authenticate users across multiple channels in real time. Founded in 2015, Dexatel helps global brands build secure and reliable customer communication through SMS, voice, email, and chat apps like WhatsApp, Telegram, and Viber. Now, with the launch of Dexatel Verify, the company is addressing the rising challenges of online fraud, fake accounts, and high messaging costs—particularly in markets where SMS pricing is prohibitive or unreliable. Gegham Azatyan Unlike traditional one-time password (OTP) solutions, Dexatel Verify uses smart fallback logic, a system that dynamically selects the best communication channel for each user and region. If a text message fails, the system might try a voice call or switch to WhatsApp or RCS—all automatically and in real time. This innovation isn't just about efficiency—it's also about cost savings. “Customers using fallback logic can save up to 30%,” Azatyan notes, especially those in high-volume industries like fintech, e-commerce, healthcare, and education. The solution is also fully compliant with GDPR and ISO 27001, making it suitable for businesses operating in regulated sectors. As Dexatel expands into the U.S. and Canadian markets, Azatyan sees Verify as a critical enabler for companies onboarding new users securely and affordably—turning customer verification into a seamless, cost-effective, and fraud-resistant process. Learn more at https://dexatel.com

“Disposing of IT equipment is no longer just about recycling—it's about responsibility, integrity, and biodiversity,” says Wale Arewa, Founder and CEO of Xperien, in this wide-ranging conversation with Doug Green, Publisher of Technology Reseller News. The discussion, part of a special podcast series for ASCDI and TR Publications, dives deep into how Xperien is redefining the IT Asset Disposition (ITAD) landscape across Africa. Arewa explains that while traditional recyclers often handle equipment at its end-of-life stage, ITAD companies like Xperien engage earlier—during technology transitions—to manage secure data erasure, equipment redeployment, and logistical coordination. What truly sets Xperien apart, however, is its pioneering integration of biodiversity and sustainability goals into the ITAD process. Marking International Biodiversity Day, Arewa highlighted how Xperien offers clients the opportunity to redirect residual asset value into biodiversity projects—going beyond ESG reporting to real-world impact. From establishing gardens to sponsoring environmental initiatives, Xperien helps enterprises align their ITAD practices with global sustainability and circular economy goals. Serving blue-chip clients, particularly in the financial services and insurance sectors, Xperien supports operations across ten African territories. The company partners with ITADs and OEMs in the U.S. and Europe, offering secure, accredited services in Africa backed by R2v3 certification. With a robust ERP-backed chain of custody, onsite data destruction, and global resale through over 6,000 dealers, Xperien ensures both data security and maximum value recovery. Arewa urges North American and European enterprises with African operations to collaborate with local ITAD experts like Xperien to meet compliance, reduce environmental risk, and gain peace of mind. He also invites strategic partnerships to help meet rising demand for refurbished technology across the continent. “The biggest risk isn't what you pay—it's what you ignore. A data leak can cost millions and reputations,” Arewa warns, referencing high-profile compliance failures. To learn more about Xperien's services and partnership opportunities, visit https://www.xperien.co.za.

“Where's the gold? It's in your data.” That was the premise behind a wide-ranging conversation between Doug Green, Publisher of Technology Reseller News, and Lorenzo Romano, CEO of GCX, a global managed services provider with a 30-year legacy of delivering secure networking solutions to multinational enterprises. Romano describes how today's enterprises face an evolving paradox: data is more valuable than ever—and more vulnerable. With the explosion of cloud-based applications, AI-driven operations, and globally distributed workforces, organizations must rethink how they manage, protect, and gain insight from massive volumes of data generated across disparate systems. Romano introduced GNSX—Global Network Secure Experience—GCX's breakthrough platform that merges secure underlay and overlay architecture to enable a true zero trust network. Built in partnership with Palo Alto Networks and integrated with their Prisma backbone, GNSX embeds SASE at the network layer rather than layering it over existing infrastructure. The result: high-performance, secure access across public and private networks, with real-time visibility into how devices interact with applications. In a real-world deployment, a customer migrated from MPLS and legacy SD-WAN to GNSX, achieving a 40% cost reduction, better performance, and granular control over user experiences—down to analyzing the quality of individual Wi-Fi connections. “Security, visibility, simplicity—and significant cost savings,” summarized Green. “GCX didn't just build a secure network. They redefined what secure, distributed connectivity looks like in the AI and post-COVID era.” Romano emphasized that GCX's solutions are globally available, scalable, and supported by a team ready to tailor services to individual client needs. “Our value as a managed service provider is to stay ahead of the curve—and bring our customers with us,” he said. Learn more: https://gcxworld.com

"There's no other place on the planet where you can get together with owners of these communications companies and talk turkey." — Joe Marion, President, Cloud Communications Alliance As global tensions reshape the telecom landscape, the Cloud Communications Alliance (CCA) is assembling top leaders for its 2025 CCA European Summit in Zaventem, near Brussels, on June 16–17. In a conversation with Doug Green, Publisher of Technology Reseller News, CCA President Joe Marion offered a detailed preview of the timely and high-level agenda that will bring together executives, analysts, and policy experts for frank dialogue and strategic planning. With the theme "Navigating the Geopolitical and Economic Crossfire," this intimate 75-person summit is designed for C-level executives and decision-makers. Marion emphasized the event's relevance to both European and North American providers: "There are no walls in communications," he said, noting how cross-border policy changes, tariffs, and credit issues are affecting providers globally. Key Highlights of the Agenda: Opening Remarks by Maheen Khan, Economics Editor at The Times (London), on global polarization. Market Impact Session by Matt Townend of Cavell on the shockwaves facing European communication providers. Special Presentation from Zoom, the event's Gold Sponsor, featuring a yet-to-be-announced product update. Keynote by His Excellency Herman Van Rompuy, former Prime Minister of Belgium and first President of the European Council. Industry Insights from Dave Michels, Principal Analyst at TalkingPointz. Presentation by Destiny CEO Daan De Wever, on growing a pan-European telecom powerhouse. Panel Discussions on AI Adoption, Industry Disruption, and Strategic Partnerships. Marion noted that the conference has been designed by European members, for European members, ensuring relevance on topics such as tariffs, trade barriers, and innovation gaps between the U.S. and Europe—particularly in mobile and AI. “This isn't a trade show,” Marion stressed. “It's where real conversations happen—where partnerships are formed, deals are made, and innovation is shared.” Attendees can expect meaningful networking in a close-knit environment that fosters transparent exchange, away from the sales pitches and crowds of conventional events. Event Details: Dinner Kickoff: Evening of June 16 Main Event: June 17 at Destiny headquarters in Zaventem, near Brussels Airport Registration: cloudcommunications.com/EC25 Limited Seating: Only 90 seats available; over half are already sold. Doug Green concluded the podcast by urging attendees from across the globe to take part: “If you're in the business of communications, this is where you want to be.” For more information and to register, visit: https://www.cloudcommunications.com/events/eu-summit-2025

In this episode of Technology Reseller News, Doug Green speaks with Evan Tomlin, CTO of Hyperion Partners, about how the company is enabling channel partners to step into the Internet of Things (IoT) and wireless monetization space through its powerful, white-label-ready VAST platform. Originally founded as a dominant Sprint partner focused on hardware and activation commissions, Hyperion has evolved into a multi-dimensional technology solutions company. Today, Hyperion supports large distributors, VARs, MSPs, and integrators through three business identities: partner enablement for wireless monetization, direct managed mobility and lifecycle services, and most notably, full-stack IoT solutions under the VAST brand. Tomlin explains that VAST is more than a product—it's a fully staffed, standalone business unit offering: Multi-carrier connectivity, including terrestrial wireless and Starlink, to provide seamless, location-adaptive service. Asset tracking with “slap-and-track” simplicity—no bells and whistles, just reliable dots on the map. Cellular networking, offering turnkey solutions that replace traditional ISP delays with instant, high-performance 5G WAN setups. “We're not asking partners to become engineers,” Tomlin notes. “We just need them to understand the basics and bring the relationship—they scratch the surface, and we do the rest.” VAST offers flexible partnership models including full white-label support and technical delivery. The platform plays particularly well in adjacent markets like retail, transportation, and SMBs where existing channel relationships can evolve into high-margin, sticky services. Hyperion's VAST platform isn't about upending a partner's current identity—it's about building on it. For those seeking new revenue streams and increased wallet share with existing customers, this is a ready-made opportunity that begins with a conversation. Learn more: https://hyperionpartners.net and https://vast.global

In this compelling Technology Reseller News podcast, publisher Doug Green speaks with Kristy Thomas, Senior Vice President of Global Channel and Alliances at Vonage, about the evolving intersection of AI and customer service. As a leading Cloud Communications Alliance (CCA) member and a pioneer in VoIP, Vonage is now placing ethical AI at the heart of its strategy for enterprise communications. Kristy dives deep into one of the most important — and often overlooked — issues in AI adoption: bias. She explains that AI bias in contact centers is less about human prejudice and more about the quality and governance of the data used to train and inform systems. “The bias is only as good as the data you're giving the AI,” she says, emphasizing the importance of data integrity, routine audits, and transparent data sourcing. Vonage is investing in building what Thomas calls "governed innovation." That includes ethical design, user consent, and AI systems that operate within clearly defined parameters. With tools like Vonage AI Studio, companies can now easily build voice-driven interfaces — what used to be complex IVR systems — in a low-code environment, dramatically reducing friction and increasing adaptability. Thomas highlights that Vonage's AI strategy is multi-threaded. The company is: Powering its own solutions with AI for real-time enhancements, Partnering with industry-specific providers for best-of-breed integrations, and Enabling customers to bring their own AI into the platform. Importantly, she notes a shift in how buyers approach AI: rather than being informed, many are overwhelmed. That's where Vonage's partners play a key role — helping customers identify high-ROI use cases and building practical business cases for AI adoption. Doug and Kristy also discuss how customer service is becoming the new marketing — a front line where loyalty is won or lost. “Even smaller companies can outpace Goliaths,” Kristy notes, when AI empowers a personalized and secure customer experience. Vonage's commitment to trust is backed by its alignment with Ericsson and a strong internal structure focused on compliance and security. Kristy previews Vonage's participation in Contact Center Week in Las Vegas, where the company will showcase real-world AI use cases that demonstrate measurable business outcomes. To learn more about how Vonage is redefining contact center engagement through responsible AI, visit Vonage.com.

“The earlier you involve finance in the sales process, the more successful you're going to be.” — Aaron Case, Travelers Financial Solutions In an age where AI infrastructure and high-performance computing are reshaping industries, financing has become more than just a back-office consideration—it's a frontline sales tool. In this insightful Technology Reseller News podcast, Doug Green speaks with Aaron Case of Travelers Financial Solutions (TFS) about how credit, lending, and financing are enabling technology resellers and MSPs to close bigger deals, faster—and more often. TFS, part of the Travelers Group with over 40 years of cross-border financial experience, specializes in white-label captive finance programs for OEMs, resellers, and dealers across verticals like transportation, heavy equipment, technology, and medical. As Case explains, these tailored programs let resellers act as their own finance companies, maintaining brand control while TFS manages everything behind the scenes. Unlike banks, which often lack domain knowledge in AI or cloud infrastructure, TFS offers asset-agnostic financing—covering everything from NVIDIA chips to server racks and cooling systems. Just as crucially, TFS uses data-driven processes and a full-service call center to stay connected with customers post-sale, surfacing new sales opportunities and even alerting resellers to potential problems before they escalate. Case emphasized that by integrating financing at the start of the sales cycle—similar to how car dealerships operate—resellers can not only expand deal size but also enhance the customer experience. Whether it's joint ventures, rev share models, or small-dealer servicing, TFS adapts to each partner's go-to-market strategy. In the era of AI and big-ticket hardware purchases, Case argues, relying on conventional financing paths can lead to mismatches between the risk and the reality. “You're putting your livelihood at risk,” he warns, when customers tie loans to personal assets for business technology purchases. TFS aims to structure smarter deals that align value, risk, and opportunity. To learn more about how TFS helps resellers sell more and sell smarter, visit: www.tfsfinancial.com. #AI #TechFinance #ChannelSales #MSP #ITResellers #SmartCapital #NVIDIA #CaptiveFinance #TechnologyResellerNews #TFS #TravelersFinancialSolutions

FoIP: The Overlooked MSP Opportunity, Many businesses still rely on fax to send and receive legally binding orders, insurance documents, and compliance paperwork "If our fax or email system fails, that's a catastrophe—we lose connection to our customers and orders stop coming in." — Martin Hager, Founder & CEO, Retarus Spring 2025 has been dominated by AI, cybersecurity, branded calling, and POTS replacement. But in this special Technology Reseller News podcast, we return to a foundational—and often forgotten—technology that continues to power mission-critical communications: fax. Martin Hager, CEO of Retarus, joined Doug Green to discuss how the Munich-based cloud communications company was recently named a Leader in the IDC MarketScape for Worldwide Digital Fax Solutions—the only European provider to earn that distinction. “Fax” may still conjure images of curling thermal paper and screeching machines, but Hager wants the channel to see it for what it is today: FoIP—Fax over IP—highly secure, server-to-server communication trusted by the world's largest enterprises. With over 700 million fax pages sent annually through Retarus' privately run global data centers, the company plays a critical role in industries ranging from finance to healthcare to manufacturing. Hidden Costs, Missed Messages Why should MSPs and service providers care about fax in 2024? As Hager explained, a 1% improvement in fax reliability can save large enterprises hundreds of thousands of dollars in administrative costs, regulatory penalties, and customer churn. One client lost $860,000 from a single failed fax tied to a regulatory deadline. Many businesses still rely on fax to send and receive legally binding orders, insurance documents, and compliance paperwork. With analog lines disappearing and traditional fax servers aging out, there's a massive opportunity to consolidate and modernize fax infrastructure using FoIP. A Channel-Ready Market More than 80% of Retarus' business flows through the channel, and Hager says it's an easy upsell for MSPs and agents already providing voice or UCaaS services. Whether it's a dentist office, a healthcare network, or a manufacturer, fax remains a critical link in business operations. Retarus' solutions offer full delivery traceability, SOC 2 and ISO 27001 compliance, and direct integrations with enterprise apps and multifunction devices. With a simple conversation—"How do you send orders?"—partners can uncover opportunities that deliver both operational improvements and recurring revenue. To learn more, visit: www.retarus.com #FoIP #FaxOverIP #ChannelOpportunity #DigitalFax #Compliance #MSP #FaxSecurity #Retarus #IDCLeader #EnterpriseCommunication

 “If you're not online, you're not part of the digital economy—and you're not counted.” — Tae Oh, Founder of Spacecoin In this special Technology Reseller News podcast, Doug Green speaks with Tae Oh, founder of Spacecoin, a company on a mission to connect the world's 3 billion unconnected people through a decentralized, satellite-based network. Building on the path paved by Starlink, Spacecoin is taking a different route: low-bandwidth, low-cost connectivity designed to serve the underserved populations of emerging markets. Unlike centralized systems, Spacecoin leverages open-source principles and blockchain infrastructure to build a permissionless communications platform. Individuals and organizations can deploy satellites using Spacecoin's open architecture, joining and exiting the network freely. The coin itself is not just a branding element—it enables trustless payments between satellite operators and users, providing the economic engine for a decentralized connectivity ecosystem. Oh outlines how the company has already launched its first satellite in partnership with SpaceX and is preparing to deploy three more this year to demonstrate inter-satellite communication and ground-to-space handover—key milestones toward launching a full-scale commercial constellation. Targeting regions along the equator—home to high concentrations of unconnected populations in Nigeria, India, and Indonesia—Spacecoin aims to bypass the high costs of terrestrial infrastructure. By partnering with telcos, governments, and the military, the company will serve as a satellite backhaul provider, extending their reach without the burden of owning end-to-end networks. The podcast also explores Spacecoin's unique business model: using advanced space-based infrastructure to create profitable services for underserved markets, merging digital inclusion with sustainable entrepreneurship. To learn more, visit https://spacecoin.org/.

"We can have a reseller up and running in like three days. It's that easy." — Jake Jacoby, Founder, TELCLOUD In this latest installment of the POTS and Shots series, Doug Green, publisher of Technology Reseller News, sits down once again with Jake Jacoby of TELCLOUD to explore why becoming a POTS replacement reseller has never been easier — or more profitable. No headaches. No barriers. All opportunity. Jake breaks down how TELCLOUD's white-label, channel-first model empowers resellers to deliver turnkey POTS line replacement solutions without having to build out the backend. Whether you're bringing your own connectivity or PBX, or need the full stack, TELCLOUD fills in the gaps — and fast. Resellers can be live, branded, and billing customers within three days. Built for channel success: TELCLOUD is purpose-built to support channel partners with: White-label branding and sales collateral Full 3PL, sourcing, compliance, installation, and support Hybrid deployment models: crawl, walk, run Partnerships with Crexendo, Alianza, and others Support for legacy infrastructure (BroadSoft, Metaswitch, Asterisk, Ericsson, and more) And the need is real. With over a billion lines globally to replace, Jake urges resellers not to leave critical use cases—like elevator or fire alarm lines—on the table. “Your customers already trust you. They want you to bring the full solution.” Think beyond POTS — think bulletproof connectivity. Doug and Jake also dive into the adjacent opportunity in unbreakable Internet. With TELCLOUD's integrated fixed wireless access and broadband bundles, partners can offer redundant, wireless-first connectivity that blends LTE, broadband, and even satellite to ensure uptime for their clients. And for the shot? Jake introduces “El Mejor,” an extra añejo tequila aged over five years in Napa oak barrels. Smooth, deep, and rich — much like the TELCLOUD opportunity itself. “You'll want to keep this one on your shelf,” says Jake. Next up: Beyond the Sale — how POTS replacement builds long-term loyalty. Learn more about becoming a TELCLOUD reseller: Visit telcloud.com or call 844-900-2270. Email Jake directly at jake@telcloud.com. #POTSReplacement #FixedWirelessAccess #ChannelPartners #UCaaS #ConnectivitySolutions #VoIP #ResellerOpportunities #WhiteLabelSolutions #ElMejorTequila #TELCLOUD

“It's not just about moving from PBX to VoIP anymore. It's about delivering tools customers can't live without.” – Spencer Lee, CEO, Telin In this episode of Technology Reseller News, publisher Doug Green sits down with Spencer Lee, CEO of Telin, for an in-depth discussion on how Telin is redefining value for MSPs, resellers, and partners through its expanding App Store ecosystem. Founded in 1991 and now operating across Canada, the U.S., and Australia, Telin has long focused on providing its partners with best-of-breed unified communications solutions. But as customer demands have shifted beyond price and call quality, Telin has responded with a new mission: help partners reduce churn by delivering fast, integrated, and highly relevant services through its curated App Store. Lee explains how customer retention is no longer about lowering costs—it's about delivering the right integrations and tools, from CRMs to AI-enabled scheduling systems. Drawing on insights from a network of over 1,000 resellers, Telin has identified the true drivers of churn and is proactively adding pre-vetted applications to address them. Recent integrations include solutions like ServiceTitan and Zenoti, along with proprietary analytics dashboards and wallboards. Whether internally developed or brought in from mature third-party providers, all App Store offerings meet Telin's standards for performance, compliance, and usability. The result: resellers gain instant access to industry-specific solutions that can help them pivot into new verticals with confidence and speed. “We want our partners to focus on what they do best—delivering excellent customer service,” said Lee. “We'll take care of the backend, integrations, and infrastructure.” Lee also shares how Telin's App Store strategy reflects a broader trend across the UC and CC landscape: moving beyond voice to value. The tools now define the offering, not just the phone system. Partners who deliver integrated, business-advancing solutions—rather than just voice savings—can command better margins and enjoy deeper customer loyalty. To learn more about Telin and its App Store, visit: https://telin.com.

"We're at an exciting intersection — a convergence of legacy customer bases with emerging technologies like vCons and AI," says Kevin Nethercott, Managing Partner of the CPaaS Acceleration Alliance (CPaaSAA), in this special podcast with Technology Reseller News publisher Doug Green. In this episode, Nethercott announces the launch of the Service Provider Executive Forum, a new initiative designed to connect and empower CSP and MSP leaders, especially in North America. Built around CPaaSAA's extensive global ecosystem — now over 100 members strong — the Forum aims to provide business owners and executives with curated insights, networking opportunities, and access to the Alliance's global research and advisory marketplace. The Forum will include: Monthly newsletters tailored for executive decision-makers In-person meetups and masterminds for networking and idea exchange Exclusive research content led by UK-based analyst Andrew Collinson Access to AI and data working groups, and early insight into transformative technologies like vCons Nethercott emphasizes that the Alliance is focused not only on cutting-edge innovation but also on practical enablement. CPaaSAA's commitment to industry standards, such as IETF's vCon, reflects its push to make AI implementation more effective and actionable across telecom operations. Learn more about the CPaaS Acceleration Alliance at: https://cpaasaa.com/ Read the Press Release at: https://telecomreseller.com/2025/05/13/cpaasaa-launches-the-service-provider-executive-forum-spef-to-empower-csp-msp-executives/

“What's Your Number?” Phound Offers a Lifeline for Skype Users Facing Shutdown, Technology Reseller News Podcast with Dave Erickson, Co-founder, Phound “Skype wasn't born at Microsoft. It was born with a vibe—and we've built Phound around that same spirit,” says Dave Erickson, Co-founder, Phound. As Microsoft sunsets Skype, longtime users are left with a difficult question: What now? In this special episode of Technology Reseller News, publisher Doug Green sits down with Dave Erickson, co-founder of Phound, to discuss how Phound is stepping up to fill the void left by the closure of the iconic communications platform. Phound Offers Lifeline for Skype Users as Microsoft Shuts Down Service Erickson argues that Phound doesn't just replace Skype—it upgrades it. Offering a familiar user experience built around phone numbers, affordable add-ons, and a frictionless onboarding process, Phound is positioning itself as the natural home for Skype's former user base. Unlike Teams, which targets enterprise workflows, Phound maintains the lightweight, accessible, and international-friendly features that made Skype a global success—complete with modern HD voice, full spam controls, verified caller identity, and porting options for legacy numbers. For just $5/month, users get a full suite of services: unlimited voice, SMS, online meetings for up to 1,000 participants, and the ability to restore or reclaim numbers that still matter—like that HVAC sticker with an outdated contact number. “People used Skype to talk to just a handful of trusted contacts,” Erickson reflects. “Phound respects that simplicity—but gives you more.” Phound's special migration page makes the transition seamless for former Skype users. Visit https://phound.app/ to get started. Listen to the full podcast now and explore what Phound has built: the next step in personal and small-business communications.

“With RCS, brands don't need to ask customers to download an app—they already have the experience in their pocket.” — Brian Garofola, CTO, Vibes In Part 2 of our Technology Reseller News podcast series, Brian Garofola, CTO of Vibes, returns to showcase how Rich Communication Services (RCS) is transforming from a messaging protocol into a full-fledged business platform—with practical applications for both Fortune 500 enterprises and local restaurants. Garofola joins TR publisher Doug Green to premiere a live demo video created by Vibes, highlighting how restaurant brands can use RCS to provide app-like experiences within native messaging apps. The demo, presented by Vibes' Director of Marketing Mara Miller and Senior Product Manager Molly Zechar, walks through real-world use cases including: Scrollable carousels with interactive product images and offers Calendar and map integrations One-click reservations and order placements Seamless connections to mobile wallets and POS systems With Apple's adoption of RCS in iOS 18 and growing carrier support, Vibes estimates that 70% of U.S. devices are already RCS-capable. That makes this channel highly accessible—no app download, no new behavior required. What's more, Vibes offers low-code and no-code tools to help businesses of all sizes quickly build and launch RCS agents, turning a process that once took months into days. From online ordering at a donut shop to fraud alerts in banking, RCS delivers interactivity, reach, and ease of use in one channel. Watch the video and listen to the full conversation to see how RCS is becoming the new platform standard for business-to-consumer engagement. Explore more and try the live demo agent: https://www.vibes.com

“RCS is not just another messaging channel—it's the next great application platform.” — Brian Garofola, CTO, Vibes In Part 1 of a special two-part series with Doug Green of Technology Reseller News, Vibes CTO Brian Garofola lays out a compelling vision for the future of messaging, where Rich Communication Services (RCS) redefines how businesses interact with customers. Far from being a simple upgrade to SMS, RCS combines the reach of traditional messaging with the interactivity of apps, unlocking what Garofola describes as a new “frontier” for brands and service providers. With Apple set to support RCS and major U.S. carriers expanding their networks, Vibes has positioned itself as a tier-one aggregator, enabling brands like Chipotle, Ralph Lauren, and Kohl's to prepare customer engagement programs built around RCS agents. These agents offer verified, interactive, app-like experiences directly within the native messaging app—without the need for downloads or custom app development. Garofola also highlights how Vibes is lowering the barrier for adoption, offering no-code and low-code platforms that allow enterprises and even small businesses—like Chicago's Beacon Donuts—to quickly deploy interactive RCS agents. The implications are significant for channel partners and resellers, who now have a scalable, low-overhead way to bring next-generation messaging solutions to underserved SMBs and vertical markets. From fraud alerts and airline rebookings to small-town school communications and donut shop ordering, RCS is proving to be a highly flexible tool that could reshape how we think about mobile engagement. Listen to the full conversation to discover how RCS may be the tipping point for the next generation of business communication—and why enterprises should get started now. Learn more: https://www.vibes.com

“We believe in identity—on both sides of a communication. That identity builds trust.” — Keith Buell, Numeracle In this episode of Technology Reseller News, publisher Doug Green speaks with Keith Buell, Head of Public Policy and Legal at Numeracle, to explore a critical issue facing enterprises, service providers, and consumers alike: the ongoing fight for caller integrity. Buell, a board member of the SIP Forum and a leader in branded calling technology, breaks down why logos alone can't ensure call legitimacy—and how the emerging BCID (Branded Calling ID) framework is laying the groundwork for a secure, trusted caller ecosystem. Founded to protect legitimate business communications from being mislabeled or blocked, Numeracle plays a key role in vetting and verifying trusted caller identities. Buell explains how branded calling is evolving beyond legacy CNAM systems and moving toward a more rigorous, secure model supported by the CTIA and the broader BCID ecosystem. Key discussion points include: Why branded calling must go beyond logos to include verified identity, secure transmission, and trusted presentation The problem of spoofed caller names—how even sophisticated recipients can be fooled The challenges of implementing identity assurance across IP and legacy networks The three pillars of trusted communication and how STIR/SHAKEN fits into the larger puzzle What enterprises and service providers can do now to participate in the BCID rollout Buell shares a striking real-world example of receiving a spoofed call that appeared to come from his own bank, highlighting the urgent need for stronger guardrails around caller identity. He also outlines the roles enterprises and carriers can play in restoring trust to voice communications—and preventing the fragmentation of the public switched telephone network into app-based silos. For more information, visit: www.numeracle.com.

 “We're turning a mandate into an operational advantage.” — Barbara Sharnak, SVP of Business Development, Relay In a wide-ranging conversation with Technology Reseller News publisher Doug Green, Barbara Sharnak, Senior Vice President of Business Development at Relay, outlines how the company is transforming frontline communication for industries that have traditionally relied on walkie-talkies and two-way radios. Relay replaces legacy radio systems with a cloud-connected platform designed for high-noise, high-mobility environments such as manufacturing, hospitality, education, healthcare, and logistics. “The legacy radio has been around for a reason,” says Sharnak, “but it hasn't evolved to meet the productivity and safety needs of today's frontline workers.” Unlike traditional devices, Relay's system unifies real-time voice, location tracking, text communication, and AI-powered features like Team Translate, which enables seamless multilingual communication across teams. Relay devices integrate cellular and Wi-Fi connectivity to deliver nationwide coverage without costly infrastructure upgrades. The hardware itself is rugged, waterproof, and designed for extended battery life — delivering up to 24 hours of uptime in even the most demanding environments. Sharnak highlights how Relay's panic alert system and precise indoor GPS capabilities have helped customers in hospitality and facilities management not only meet safety mandates but also improve operations. “We support over 5,000 properties,” she notes, “and for many of them, replacing radios with Relay has added value beyond compliance — driving analytics, workforce visibility, and improved morale.” With mobile apps, dashboards, and seamless integration across devices, Relay enables centralized control while keeping frontline teams hands-free and heads-up. The platform also opens doors for MSPs, MSSPs, and channel partners seeking new revenue streams through communication modernization. For more information, visit relaypro.com.

This podcast is a part of a collection of podcasts recorded at ISC West 2025 and previously shared on social media. “Secure by design, global by nature—floLive is redefining IoT connectivity for the security world.” — Emanuel Maceira, floLIVE, speaking with Doug Green at ISC West 2025 At ISC West 2025, Technology Reseller News publisher Doug Green sat down with Emanuel Maceira of floLIVE to explore how the company is transforming the way the security industry connects devices globally. floLIVE, the world's largest IoT connectivity provider, offers a powerful platform that enables seamless, secure deployment of connected devices across all industries—from smart agriculture to physical security. “Whether it's a connected camera, an emergency response device, or a sensor, our platform eliminates the need for site surveys,” explained Maceira. “We ensure connectivity anywhere in the world with automated, over-the-air provisioning.” Security is central to floLIVE's architecture. By owning and operating a full, global mobile core network, floLIVE delivers local data breakout and compliance with data sovereignty regulations. “Wherever your data is generated, that's where it stays,” said Maceira, highlighting how floLIVE supports both compliance and performance by maintaining local points of presence around the globe. The conversation also touched on floLIVE's expanding capabilities, including the upcoming launch of its global multi-carrier VoLTE (Voice over LTE) service—described as a long-awaited advancement for security providers requiring high-reliability voice support across geographies. With a robust partner ecosystem of ODMs, OEMs, and manufacturers, floLIVE helps customers integrate eSIMs, 5G connectivity, and carrier-grade security into new products. The company's upcoming presence at MVNO Nation in Miami, in partnership with Helix, underscores its continued commitment to enabling tailored solutions across verticals. To learn more, visit floLIVE.net.

This podcast is a part of a collection of podcasts recorded at ISC West 2025 and previously shared on social media. “We don't look for faces—we look for behaviors.” — Corbin Uselton, Koshee Security, speaking with Doug Green at ISC West 2025 At ISC West 2025, Technology Reseller News publisher Doug Green met with Corbin Uselton of Koshee Security to explore how the company is using AI to elevate surveillance while respecting privacy. Koshee's flagship product, Koshee Protect, uses on-site AI detection to monitor security camera feeds in real time—identifying suspicious behaviors such as theft, weapon detection, perimeter breaches, and more. “We're not doing facial recognition,” Uselton emphasized. “We're focused on behaviors—jumping a fence, concealing an item, or pulling a weapon—not identities.” The system is designed for a range of customers, from small retailers and gas stations to global logistics companies. It works by processing video locally, maintaining privacy compliance while sending immediate alerts with image frames when predefined threats or behaviors are detected. The platform is highly configurable, allowing users to set different detection parameters by camera, location, and time of day. Koshee also provides role-based alerts, enabling specific employees to receive notifications depending on the context—such as detecting weapons in restricted zones or after-hours movement on remote sites. With integration options for both direct customers and channel partners (like MDI), Koshee is enabling smarter, more responsive security without compromising data ethics. To learn more, visit koshee.ai.

This podcast is a part of a collection of podcasts recorded at ISC West 2025 and previously shared on social media. “The code isn't silly—until you need it.” — Jerry Last, RATH by AVIRE, on the life-saving role of emergency communications At ISC West 2025, Technology Reseller News publisher Doug Green sat down with Jerry Last, Technical Sales Manager at RATH by AVIRE, to explore the intersection of life safety, emergency communication, and the evolving world of POTS line replacement. RATH by AVIRE is a leading manufacturer and distributor of code-compliant emergency communication systems for elevators, areas of refuge, and public safety networks. At the show, Last showcased the SmartView 2, the company's latest two-way elevator communication system designed to meet the most recent codes—including visual capabilities for individuals who are deaf, mute, or otherwise unable to speak during an emergency. “We've gone beyond voice,” said Last. “SmartView 2 adds a camera for visual confirmation and enables text-based communication, ensuring no one is left behind in a crisis.” RATH's solutions are deeply integrated into building safety infrastructure, especially in new construction where legacy POTS lines are unavailable. Their cellular voice gateways offer flexible, reliable alternatives that plug directly into analog devices, allowing contractors to meet stringent safety codes without traditional telecom service dependencies. Key offerings discussed include: Area of Refuge Systems: For individuals who can't evacuate during a fire or emergency. Code-Compliant Elevator Systems: Featuring both audio and video two-way communication. DAS and BDA Systems: To ensure first responders maintain radio communication within buildings. Cellular Gateways for POTS Replacement: An affordable and code-compliant option for elevator voice systems. With operations across North America and support from regional sales teams, RATH helps customers navigate the complex patchwork of safety codes, which vary by county and municipality. “We stay ahead of code changes and keep our customers informed,” said Last. “Our job is to make sure people are safe—and that contractors are always code-ready.” To learn more, visit www.rathcommunications.com or call 1-800-457-1461.

 This podcast is a part of a collection of podcasts recorded at ISC West 2025 and previously shared on social media. “Cellular isn't just a cost center—it's a revenue driver.” — Dan Heredia, Zipit Wireless, on turning IoT connectivity into a business asset At ISC West 2025, Doug Green of Technology Reseller News caught up with Dan Heredia, Director of Marketing at Zipit Wireless, to discuss how the company helps OEMs and IoT solution providers unlock the full value of cellular connectivity. Zipit Wireless is a global IoT Mobile Virtual Network Enabler (MVNE/MD&O), providing cellular services and the tools to connect, manage, and monetize IoT deployments. From connected cameras and drones to irrigation systems and smart vehicles, Zipit's platform supports companies that need remote or mobile connectivity where Wi-Fi is not an option. “More cameras mean more data—and that means more cost and more complexity,” said Heredia. “We help product companies simplify connectivity across multiple carriers, avoid overages, and turn cellular into a scalable subscription offering.” Zipit's value proposition includes: Multi-carrier cellular connectivity through one provider Connectivity management software to control usage and cost Subscription monetization tools to package and resell services to end users Serving OEMs, IoT product companies, and solution providers, Zipit enables its customers to bundle cellular data with SaaS or value-added services—creating a seamless, revenue-generating experience for end users and dealers alike. As cellular becomes central to emerging use cases in security and beyond, Zipit offers a clear path forward: simplify, control, and capitalize. To learn more, visit zipitwireless.com.

 This podcast is a part of a collection of podcasts recorded at ISC West 2025 and previously shared on social media. “Show me unattended cash. Show me wet floors. Show me signs still on display after the promo ends.” — Jac Ondaye, March Networks, introducing AI Smart Search at ISC West 2025 At ISC West 2025, Technology Reseller News publisher Doug Green sat down with Jac Ondaye of March Networks to explore how generative AI is revolutionizing video surveillance and business intelligence. March Networks' new solution, AI Smart Search, brings the power of natural language and large language models to video data. With AI Smart Search, users can ask questions like “show me unattended cash” or “show me empty shelves”—and the system instantly scans millions of image snapshots across multiple cameras and locations to deliver actionable results. “This isn't just about security,” said Ondaye. “It's about improving operations, compliance, marketing execution, and risk management. Whether you're a QSR, a retailer, or a bank, AI Smart Search helps you detect issues before they escalate.” Key features include: Generative AI and Natural Language Interface: Ask questions via text or voice-to-text for instant results. Multi-Site, Multi-Camera Search: Analyze image snapshots across a vast camera network. Use Cases Beyond Security: Identify safety risks (e.g. wet floors), operational inefficiencies (e.g. empty shelves), marketing compliance (e.g. outdated signs), and camera malfunctions. Cloud-Based and Remote-Accessible: No need to review live footage or send staff on-site—monitor and manage everything remotely. March Networks supports global sales through an extensive channel partner network, offering the solution to MSPs, MSSPs, and enterprise customers worldwide. To learn more, visit marchnetworks.com and explore the AI Smart Search video demo and brochure.

SAN FRANCISCO — RSA Conference 2025 "Sixty percent of the attacks we're tracking target low-profile vulnerabilities—things like privilege escalation and security bypasses, not the headline-making zero days," says Douglas McKee, Executive Director of Threat Research at SonicWall. Speaking live from the show floor at RSA 2025, McKee outlined how SonicWall is helping partners prioritize threats that are actually being exploited, not just those getting attention. In a fast-paced conversation with Technology Reseller News publisher Doug Green, McKee unveiled SonicWall's upcoming Managed Prevention Security Services (MPSS). The offering is designed to help reduce misconfigurations—a leading cause of breaches—by assisting with firewall patching and configuration validation. SonicWall is also collaborating with CySurance to package cyber insurance into this new managed service, providing peace of mind and operational relief to MSPs and customers alike. “Over 95% of the incidents we see are due to human error,” McKee noted. “With MPSS, we're stepping in as a partner to reduce that risk.” McKee also previewed an upcoming threat brief focused on Microsoft vulnerabilities, revealing an 11% year-over-year increase in attacks. Despite attention on high-profile CVEs, SonicWall's data shows attackers often rely on under-the-radar vulnerabilities with lower CVSS scores. For MSPs, McKee shared a stark warning: nearly 50% of the organizations SonicWall monitors are still vulnerable to decade-old exploits like Log4j and Heartbleed. SonicWall's telemetry-driven insights allow MSPs to focus remediation on widespread, high-impact threats. SonicWall's transformation from a firewall vendor to a full-spectrum cybersecurity provider was on display at RSA Booth #6353 (North Hall), where the company showcased its SonicSensory MDR, cloud offerings, and threat intelligence. "We've evolved into a complete cybersecurity partner," McKee said. "Whether it's in the cloud or on-prem, we're helping MSPs and enterprises defend smarter." Visitors to the SonicWall booth were treated to live presentations and fresh coffee—while those not attending can explore SonicWall's insights, including its February 2024 Threat Report and upcoming threat briefs, at www.sonicwall.com.

“Gone are the days when service providers could differentiate on call minutes alone. Today, success depends on analytics, integrations, and delivering real-time value to customers.” — John Christian, Vice President of Marketing, Akixi In this special podcast presented by TR Publications and the Cloud Communications Alliance (CCA), Technology Reseller News publisher Doug Green speaks with John Christian, Vice President of Marketing at Akixi, a CCA member and a leading provider of cloud-based value-added services for service providers. Akixi helps service providers deepen customer engagement and generate new revenue through a robust suite of capabilities including advanced call analytics, CRM integration, and real-time call intelligence. The Akixi platform supports seamless provisioning across platforms like Microsoft Teams, Webex, and BroadWorks. Migration and Market Forces Christian highlights the accelerating shift away from legacy PBX platforms such as Avaya, Mitel, and CUCM—driven not only by end-of-life announcements and reduced vendor focus but also by the pull of modern cloud-based solutions. This dual push-pull dynamic is compelling more businesses to modernize their communications infrastructure. Beyond the Seat and the Minute While platforms like Microsoft Teams and Webex have captured collaboration and call control, Christian argues that native analytics capabilities often fall short. This opens an opportunity for service providers to differentiate with value-added services like real-time analytics, especially in regulated or high-demand environments such as healthcare. “Real-time visibility into call behavior is no longer a luxury—it's a competitive necessity,” Christian says, citing examples such as doctors' offices that rely on precise call management for appointment scheduling and patient response. Redefining Contact Center Needs Christian notes a shift in how contact center functionality is being consumed. Instead of investing in large, complex platforms, organizations now seek modular, scalable features such as call recording and CRM integration—without needing hundreds of agents. He explains that Akixi enables service providers to offer these components as standalone tools or bundled solutions, meeting the evolving needs of midsize and enterprise clients while maintaining a lighter implementation footprint. Competitive Landscape With the growing number of Microsoft-certified partners and Direct Routing providers, the market for Teams-based voice services has become saturated. Akixi enables service providers to stand out by layering critical customer experience tools onto their voice offerings—tools that directly support performance metrics, compliance, and operational efficiency. “We're empowering over 100 service providers to build differentiated solutions,” Christian says. “Those who succeed are the ones who go beyond the basics and meet their customers' specific expectations.” Learn More For more information, visit akixi.com or connect with John Christian on LinkedIn.

"You're not just replacing a line—you're building a 20-year bridge to the future." — Jake Jacoby, TELCLOUD In the latest episode of the POTS and Shots podcast series, Technology Reseller News publisher Doug Green returns with Jake Jacoby of TELCLOUD to explore what it really takes to future-proof telecom infrastructure. As traditional POTS lines vanish, the stakes are high—not only for enterprises managing legacy systems like elevators, alarms, and fax machines, but also for channel partners aiming to deliver lasting value. Jacoby outlines how TELCLOUD's architecture separates the router from the analog solution, ensuring that as wireless standards evolve—from 4G to 5G and eventually 6G—only modular upgrades are needed. With carrier-grade engineering, swappable batteries, and flexible components, TELCLOUD aims to outlast today's solutions and simplify tomorrow's transitions. “Legacy equipment isn't going anywhere,” Jacoby notes. “Your replacement needs to last just as long.” Doug and Jake also tackle messaging for resellers, emphasizing the dual communications strategy: detailed technology briefings for partners, and a clear, stress-free promise to customers—"We've got you." And as always, the series concludes with a toast. This week's featured tequila: Grand Mayan Ultra Aged, a sipping tequila aged up to five years in French and American oak barrels. “It's a tequila that doesn't just taste good—it tells a story of time and craft,” says Jacoby. Next up in the series: No Barriers, No Headaches: Becoming a TELCLOUD Reseller is Easy. Learn more: www.telcloud.com 844-900-2270 Contact Jake: jake@telcloud.com #POTSReplacement #FutureProofTelecom #ChannelPartners #5GReady #UCaaS #TequilaTalk #Telcloud #POTSandShots #CarrierGrade #SustainableSolutions

“Emergencies don't wait—neither should you.” —Dave Beagle, Ooma In a time-sensitive and information-rich conversation, Doug Green, publisher of Technology Reseller News, sat down with Dave Beagle of Ooma to discuss the urgent need for businesses to migrate away from traditional copper POTS (Plain Old Telephone Service) lines. Beagle delivered a compelling presentation centered around Ooma's Airdial solution, which is specifically engineered to support mission-critical applications like fire and life safety systems. The discussion highlighted a ticking clock: with AT&T aiming to sunset all copper lines by 2029—and over 10 million POTS lines still active—resellers and IT advisors are faced with a once-in-a-generation opportunity. “That means replacing over 8,500 lines a day, starting now,” said Beagle. “It's time for partners to act.” Ooma Airdial stands out in the growing “POTS-in-a-box” market for several reasons: Purpose-Built for Fire Life Safety: Unlike competitors that cobble together multiple technologies, Airdial is a vertically integrated solution—built by Ooma from the ground up for environments like elevators, fire panels, and emergency call systems. MultiPath Transport (MPT): Ooma's patented, active-active voice transmission over LTE and Ethernet ensures emergency calls remain connected without failover delays. Compliance and Visibility: Airdial supports NFPA 72, UL certifications, and PCI/HIPAA regulations, with device-level management available via a robust Remote Device Manager portal. Award-Winning Technology: Airdial has earned accolades from Elevator World, Internet Telephony, FacilitiesNet, and Frost & Sullivan for innovation and reliability. Beagle also underscored how rising costs and decommissioning notices—often buried in telecom bills—are already impacting organizations. In one case, a $100 POTS line was suddenly billed at $1,000 due to a rate hike buried in the fine print. “That's $25,000 in exposure over two months—money that could've gone to laptops in a school district or medical equipment in a hospital,” said Beagle. Airdial's design reflects real-world installation challenges: from basement deployment and signal optimization to asset management and E911 location accuracy. Even the power cord has a locking mechanism to prevent accidental shutdown. “We control the hardware, the software, and the supply chain,” Beagle said. “We believe that's why so many resellers and channel partners are choosing Airdial—and why many who started with other solutions are switching to Ooma.” To learn more, visit ooma.com/airdial.

“We're taking the power of a business phone system and putting it directly into your native mobile experience.” — Lee Essex, Tango Networks Las Vegas - Channel Partners Conference, 2025 - In a first-of-its-kind collaboration, Phone.com and Tango Networks have launched ProSim, a new service that enables small business users to access their unified communications (UC) features directly through their native mobile devices—without relying on apps or workarounds. In a podcast recorded during the Channel Partners Conference MSP Summit, Doug Green of Technology Reseller News sat down with Ari Rabban, CEO of Phone.com, and Lee Essex of Tango Networks to discuss the significance of this partnership and what it means for the mobile-first future of small business communications. On April 15, the companies made their joint announcement (read the news here). “With ProSim, we're addressing a real gap in the UCaaS market,” said Rabban. “Apps are fine for some users, but most small business owners just want to pick up their phone and make a call—securely and professionally—with zero friction.” ProSim brings the power of the Phone.com platform—including call routing, recording, compliance, and a second business persona—into the phone's native dialer via Tango's eSIM technology. That means frontline workers, healthcare providers, contractors, and other mobile-dependent users can now operate securely within a business phone system using the same device they already rely on. As Essex explained, “We're enabling users to work the way they already work—but smarter. With ProSim, your business number is truly native to your device, and that's a game-changer for usability, compliance, and mobility.” The service is designed to meet the needs of small businesses that require speed, simplicity, and security. Rabban emphasized how effortless it is to onboard: “Go to Phone.com, sign up, pick your number, and you're up and running within minutes.” ProSim also addresses key regulatory concerns, including HIPAA compliance and secure messaging. It allows for real-time call transfers, recordings, and business-class features—all from a mobile interface. Both companies view this launch as the first step in a broader vision to offer AI-enhanced, mobile-first business communications. Official press releases: • Phone.com Launches ProSim – Cloud Communications Alliance • Telecom Reseller Coverage of ProSim Launch Learn more: www.phone.com Tango Networks: www.tango-networks.com #ProSim #PhoneDotCom #TangoNetworks #UCaaS #BusinessMobility #eSIM #NativeDialer #SmallBusinessTech #FrontlineWorkforce #Compliance #ChannelPartners2025 #TechReseller #vCon

"Cloud is no longer optional. It's a necessity." Kevin Langford, CaaB, joins Technology Reseller News publisher Doug Green to outline why Managed Service Providers (MSPs) should no longer delay their transition to the cloud—and why CaaB's MSP-first model offers a better alternative to the big-name hyperscalers. “The MSPs who embrace cloud now will position themselves for long-term success,” said Langford. “With predictable pricing, white-label branding, and hands-on support, CaaB helps MSPs own their cloud future.” Built for MSPs, Not Hyperscalers Unlike hyperscalers that cater to enterprises and developers, CaaB was purpose-built for MSPs. That means: Flat-rate pricing with no surprises White-label support that lets MSPs keep their brand front and center 24/7/365 support and dedicated account managers Structured cloud migrations to reduce complexity and downtime “The major cloud platforms just weren't built with MSPs in mind,” said Langford. “We fix that by giving partners what they need most—control, visibility, and profitability.” Why MSPs Can't Wait Langford warns that MSPs clinging to on-prem solutions are putting client relationships—and recurring revenue—at risk. “Cloud services are expected to be a $2 trillion industry in five years. Your clients are moving to the cloud—with or without you.” He noted that a typical MSP switching to CaaB's platform saw a 40% boost in recurring revenue within a year—while also gaining customer loyalty due to stronger performance and predictable costs. Breaking the Myths For hesitant MSPs, CaaB addresses key fears: Migration complexity? CaaB helps with the heavy lifting. Cost uncertainty? The price you see is the price you pay. Loss of control? CaaB's white-label model keeps MSPs in the driver's seat. “Our platform isn't just easy to manage. It's built to help partners grow.” Learn More Visit caab.cloud Follow CaaB on LinkedIn

“We're not just building AI for call centers — we're building AI with call centers in mind.” — Justin Massey, Relay Hawk At the vCon Spring 2025 Conference, Justin Massey of Relay Hawk brought both a technologist's vision and a contact center veteran's intuition to the main stage. In a conversation with Technology Reseller News publisher Doug Green, Massey unpacked how his team is building next-generation AI voice agents — with human-first design and real-world BPO pain points at the forefront. Contact Center Roots, Tech-Forward Vision Massey isn't your typical AI founder. With a family background spanning nearly five decades in call center operations, he was answering phones at 16 to fuel his Ford Explorer. “Some people theorize about customer experience. I lived it,” he shared. That lived experience directly informs Relay Hawk's core solution: AI agents that know when to get out of the way. When the AI hits a wall, Relay Hawk's "escape hatch" hands the conversation off to a live agent — armed with the full context, so customers don't have to repeat themselves. AI Meets Authentication One of the major challenges in today's communication landscape? Verifying identity without collecting sensitive information. Massey proposes a modern approach: linking voice calls to identity providers like Google or Microsoft, much like how we authenticate via email or social platforms. “Why not use that same concept for phone calls?” he asked. Instead of collecting sensitive data during a call — a liability for BPOs — customers could validate via external credentials and receive a verified claim. Tackling “Dependency Problems” in AI Integration Relay Hawk is also focused on solving integration hurdles — what Massey called “dependency problems.” “Everyone wants their AI to plug into CRMs, ticketing platforms, schedulers — but every API is different,” he said. The goal: simplify third-party integration and leverage protocols like MCP to make AI deployment more seamless. Warning: Transcription May Be Hazardous to Your AI Another overlooked challenge: bad transcription = bad data = bad AI. Massey highlighted that many call recordings are mono, making it hard to distinguish between caller and agent. RelayHawk recommends stereo recordings, ensuring the data feeding AI engines is clean, clear, and actionable. “If your transcription is off, your entire AI analysis goes off the rails.” Relay Hawk Is Looking for Design Partners Still in its early stages, Relay Hawk is working with design partners to refine its offering. “If you're an early adopter and want to help shape a solution that actually works for your use case — we want to talk,” Massey said. Learn more: RelayHawk.com or find them on LinkedIn by searching RelayHawk #AIinCallCenters #VoiceAI #RelayHawk #vCon2025 #ContactCenterTech #IdentityValidation #TranscriptionAI #CXInnovation #BPOsolutions #CallCenterAutomation #ConversationalAI #DougGreen #TechnologyResellerNews

“Voice AI isn't here to replace people — it's here to empower them.” — RJ Burnham, Founder, Consig At the inaugural vCon 2025 Conference in Hyannis, RJ Burnham, founder of Consig, sat down with Doug Green of Technology Reseller News to explore the next frontier in voice AI — and why the real opportunity isn't in replacing human teams, but amplifying them. Burnham's deep roots in voice tech go back nearly three decades — from early speech recognition for financial services to launching Consig just last year. Now, he's focused on helping industry-specialized service providers navigate the AI transformation. “There's a lot of buzz around replacing people with AI. But in many industries — from healthcare to automotive — the real value comes from blending technology with human expertise.” Human-AI Collaboration, Not Replacement Burnham sees a clear trend: companies that rely on deep domain expertise are facing disruption from software-first competitors. Voice AI is now capable of more than simple scripts — it can handle complex tasks like appointment rescheduling, payment collection, and post-visit follow-ups. Still, Consig's philosophy is to automate what machines do best, and leave the human connection to experienced staff. One standout example? A healthcare client using Consig to power post-appointment patient interviews — a traditionally people-powered task — now partially automated with voice AI to streamline processes while retaining human empathy where it matters most. Why vCons Matter Burnham also presented on the role of vCons in voice AI, calling them a breakthrough in improving customer experience. "One of the most frustrating moments for any caller is repeating themselves after a handoff. vCons eliminate that," he said. By encapsulating context, transcripts, and metadata, vCons allow seamless transitions between AI and human agents, improving efficiency and satisfaction. “vCons solve the memory problem. No more starting over. That's a game changer for customer experience.” What's Next for Consig Consig offers white-labeled, embeddable solutions to help service providers adopt AI — without becoming tech companies themselves. Burnham's mission: make voice AI accessible, responsible, and industry-aligned. Learn more at: consig.ai

On this episode of Telecom Reseller news, Doug Green sits down with Zach Bennett, Microsoft Teams MVP and Principal Architect at LoopUp, a leading Cloud Telephony provider primarily concentrated on Microsoft Teams and the PSTN connectivity into Microsoft Teams via Direct Routing and Operator Connect. LoopUp enables multinational enterprises to consolidate their global telephony into one consistent vendor. Doug and Zach discuss how Teams Phone can be used as a full telephony replacement solution, how Direct Routing and Operator Connect can bring business telephony to the truly unified communications fold, the differences between Operator Connect, Direct Routing, and Calling Plans, and Microsoft's Copilot and how it can influence Teams telephony. Additionally, they discuss how larger enterprises can deal directly with LoopUp's expert in-house consultants and how LoopUp's channel program can help organizations looking to get into the Teams telephony market. To learn more about LoopUp you can visit https://loopup.com. You can also find LoopUp in the Microsoft Teams admin center under the Operator Connect section where you can see LoopUp's multinational coverage to find if LoopUp can fit with your business and help you consolidate your Teams telephony.

Strolid's Road to Reinvention: How a Contact Center Pioneer Helped Create the vCon Standard “Every time a customer calls, it shouldn't feel like the first time.” — Matt Watson, Strolid At the first-ever vCon Conference in Hyannis, MA, Matt Watson, Vice President of Product Development at Strolid, joined Doug Green of Technology Reseller News to tell a story few expected: how a company built to support car dealers ended up helping create the vCon standard — now poised to revolutionize how we store, analyze, and act on conversational data. “We didn't start by trying to invent something new. We started by solving real problems with real conversations — and vCon was the natural result.” From Leads to Context-Rich Data Strolid supports 165+ automotive dealerships by handling calls, texts, chats, and emails — from casual inquiries to high-stakes sales leads. Every interaction now becomes a vCon, a standardized digital conversation record. That vCon includes: Caller details and timestamps Conversation transcripts Connected metadata (like the car model or promotion that triggered the call) Follow-up actions (like booked test drives) Before vCons, much of this data was scattered — or lost. Now, every call is actionable, searchable, and auditable at scale. For Dealers, It's About Trust and Retention When a customer calls about a $70K pickup truck, consistency matters. vCons ensure that agents are prepared, customers aren't repeating themselves, and dealers can track every touchpoint across the buying journey. Watson says this builds not just sales — but lifetime service value, as happy customers keep returning for service, warranty work, and more. For OEMs, It's Instant Market Feedback Watson explained how auto manufacturers (like Ford) now use vCon data to measure campaign effectiveness in real time. If a customer references a football ad while calling, that detail enters the vCon — giving the brand fast, ground-level feedback on what's working. Empowering Employees, Too VCons don't just enhance CX — they improve EX (employee experience). Strolid's agents now get real-time screen pops with the customer's history before even answering the phone. That means less stress, more success, and happier teams. What Is a vCon, Really? Watson put it simply: “A vCon is like a PDF for conversations.” And just like PDF revolutionized documents, vCons are set to change the way we treat conversations — for everyone from dealerships to global brands. Learn more: strolid.com — for auto dealer services strolid.ai — for companies looking to generate vCons at scale

floLIVE and Velocity IoT team up to deliver robust, high-performance global connectivity with a reseller-first approach In a fast-expanding IoT world, two industry veterans are teaming up to bring intelligence, speed, and scalability to global deployments. In a recent Technology Reseller News podcast, Doug Green spoke with Curtis Govan, President for the Americas at floLIVE, and Anthony Protopsaltis, Principal at Velocity IoT, about their newly formalized partnership and how it delivers value to resellers and end customers alike. “Every company in the world now has some sort of IoT conversation going on.” — Curtis Govan, President for the Americas, floLIVE floLIVE offers a fully owned, multi-carrier, multi-country IoT core network that empowers customers with unmatched global coverage and localized data sovereignty. “We're not layering on top of legacy mobile networks,” said Govan. “We own the core components, the IP stack, the technology. That allows us to offer not just high availability and coverage, but resilience and hands-on control to our channel partners.” Velocity IoT, a channel-focused company led by Protopsaltis and Bill Molesworth, brings go-to-market strategy, deployment planning, and hardware expertise to the table. “It's not a simple thing to just release a product and say, ‘Oh, I'm going to have this connected product online,'” said Protopsaltis. “You have to plan it out, understand the caveats, and mitigate the risks. We help partners through that entire process.” Together, floLIVE and Velocity IoT offer what they describe as a "1 + 1 = 3" value equation. floLIVE provides low-latency, resilient infrastructure with full EUICC support and multi-IMSI tech, while Velocity IoT delivers the support, strategy, and white-glove service resellers need to win. “We're both consultative sellers,” added Govan. “That's the magic. We're solving real problems for customers in industrial IoT, healthcare, agriculture, and beyond.” Protopsaltis also highlighted the role of AI in analyzing traffic and optimizing IMSI strategies to ensure low-latency, reliable service. “AI tools help us monitor traffic flow and improve the customer's implementation. It's part of our proactive, intelligent approach.” And with data sovereignty becoming a hard requirement in industries like healthcare and government, floLIVE's localized gateways and ability to keep data in-country—and even in-facility—are a critical differentiator. Learn More Visit floLIVE for technical insights and partnership inquiries. Explore Velocity IoT to test SIMs, learn about deployment services, or connect with their channel team. #IoTConnectivity #floLIVE #VelocityIoT #MultiIMSI #DataSovereignty #Industry40 #ChannelPartners #AIinIoT #TelecomInnovation #IoTSolutions

Branded identity and app-like messaging experiences take center stage in CTO Mike Tindall's product preview ST. PETERSBURG, FL - At Cloud Connections 2025, Mike Tindall, Co-founder and Chief Technology Officer of Commio, introduced two forward-looking solutions aimed at transforming how businesses engage customers through voice and messaging. Speaking with Doug Green of Technology Reseller News, Tindall discussed Signature Calling, Commio's branded calling product developed within the BCID (Branded Caller ID) ecosystem. Designed to address the increasing problem of spoofed phone calls and diminished customer trust, Signature Calling provides end-to-end identity delivery that authenticates the brand, displays company logos, and optionally explains the reason for the call. "Life is complicated. I like things that are easy." – Mike Tindall, Commio CTO “Phone numbers are ephemeral,” said Tindall. “The real question is: how do you establish identity? That's what BCID and Signature Calling solve for.” Alongside this, Commio unveiled Instant App, a reimagined version of RCS (Rich Communication Services) designed to turn messages into rich, interactive brand experiences within a user's native messaging app. “We call it Instant App because it functions like a complete mobile application, right inside the inbox,” explained Tindall. “It allows brands to offer real-time engagement—like coupons, appointment scheduling, or product offers—at the tap of a button.” Both Signature Calling and Instant App are being soft-launched and will be made available to enterprise customers across a wide range of verticals. Tindall noted that channel partners and managed service providers (MSPs) will play a key role in bringing these solutions to market. “These tools are especially powerful for industries like automotive, HVAC, and retail, where customer engagement and trust are key drivers of repeat business,” said Tindall. “We're excited to empower our partners with this next generation of communications.” To learn more, visit www.commio.com.

Cloud Connections 2025 Podcast with David Duffett “It's not just a potato—it's a globally distributed core of telephony goodness,” says David Duffett, Simwood. As the Cloud Connections 2025 event wrapped up in sunny St. Petersburg, Technology Reseller News publisher Doug Green sat down with David Duffett, corporate ambassador for Simwood, in a conversation that was equal parts innovation and, yes, potato. Simwood's unique term “the potato,” coined by CEO Simon Woodhead, refers to the homogenous, globally distributed core of Simwood's network. “It looks a bit like a potato,” said Duffett, “but it's packed with telephony goodness—at the edge, everywhere.” At the Cloud Communications Alliance's inaugural Solution Showcase, Duffett demonstrated Conversational AI powered by Simwood, launching a live voice assistant named Karina on stage. Within minutes, the team built an intelligent assistant that fielded live calls, answered questions about CCA membership, and even joked about starting a Joe Marion fan club. “She asked if we wanted badges,” Duffett laughed. Simwood's AI implementation stands out for its ease of deployment and carrier-agnostic integration. Through Bring Your Own Carrier, even customers on other platforms can transit through Simwood's network to access conversational AI. But the real future, Duffett revealed, lies in Contextual AI—where AI assistants can seamlessly pass contextual information from one touchpoint to another. “We're eliminating the need for callers to repeat themselves,” he said. “Your credit card info doesn't need to be entered twice.” Simwood continues to support both enterprise customers and channel partners, including MSPs and hosted PBX providers, offering everything from AI tools to Teams integration—all through the potato. Learn more at: www.simwood.com blog.simwood.com

Scoping the Scene: Why Site Surveys Matter in POTS Replacement, TELCLOUD POTS & Shots Podcast, Jacoby explains, that buildings lose electricity, emergency systems like elevators and fire alarms still rely on that dial tone to operate POTS & Shots Podcast Series “If you skip the site survey, you might be skipping success,” says Jake Jacoby, TELCLOUD. In the latest episode of POTS and Shots, Doug Green, publisher of Technology Reseller News, reconnects with Jake Jacoby of TELCLOUD to tackle one of the most overlooked—but critical—steps in POTS replacement: the site survey. “POTS lines traditionally delivered power,” Jacoby explains, noting that when buildings lose electricity, emergency systems like elevators and fire alarms still rely on that dial tone to operate. With modern replacements depending on cellular backhaul and battery backups, understanding a site's power setup and signal availability is essential before installation begins. Jacoby walks us through the must-check boxes:✔ Where is the DMARC?✔ Is there enough space and a backboard for mounting?✔ Is power always available—and not tied to something as simple as a light switch?✔ Is there cellular signal in that basement telco closet? These aren't small details. “This isn't a home phone. These are life safety lines,” Jacoby stresses. TELCLOUD ensures reliable implementation by offering trained reseller programs and certified third-party installers. As always, after the tech talk, the POTS and Shots series adds flavor with a tequila—or in this case—mezcal spotlight. Jacoby introduces Cuatrocientos Conejos, a smoky spirit rooted in Aztec mythology. “Every tequila is a mezcal, but not every mezcal is a tequila,” he says, explaining the nuanced difference based on agave type and production method. Stay tuned: the next episode will dive into future-proofing telecom and ensuring long-term sustainability of POTS line replacements. Learn more: www.telcloud.com

Max Giammario "We're not just building an assistant—we're creating artificial life that you actually want to talk to." — Max Giammario, CEO, Kindred Labs In one of the most thought-provoking episodes of Technology Reseller News, publisher Doug Green sat down with Max Giammario, CEO of Kindred Labs, to discuss a new frontier in AI: emotionally intelligent, pop-culture-powered digital companions. Forget impersonal chatbots or disjointed AI assistants. Kindred Labs is blending beloved characters like Hello Kitty, Teletubbies, and Pudgy Penguins with advanced agentic AI to create immersive, emotionally resonant digital experiences. The goal? A future where your most trusted companion might be a personality you already know and love. Artificial Life Meets Emotional Intelligence Giammario's research centers on artificial life and emotional connection. Kindred is the result of that work, delivering companions that don't just complete tasks—they live across your devices, follow your routines, and grow with you over time. "Imagine a character like Hello Kitty or a K-pop idol expressed as your AI assistant," said Giammario. "It's Clippy reimagined for the AI era, but now it's someone you love waking you up, organizing your day, tracking your portfolio, and cheering you on during your workout." That vision isn't hypothetical. Kindred already has over 100,000 active users, and many of them spend more than six hours a day interacting with their AI companions. These are cross-platform personalities, jumping from mobile to laptop to smartwatch, offering contextually relevant help with a smile, a joke, or a familiar catchphrase. Trust, Familiarity, and Emotional Loyalty One of Kindred's key innovations is in overcoming what Giammario calls the "AI trust gap." "Most people are hesitant to allow AI that level of access to their life. But when it comes wrapped in a character you know—one you already trust—you drop your guard. That's the magic." Kindred isn't just function-first. In fact, its entire model is based on emotional connection. Users don't just use Kindred because it works. They use it because they love the character. "If we just built a better assistant, we'd be in a race to the bottom," Giammario explained. "But if you love your Bugs Bunny, you'll stick with it. That loyalty is what lets us deliver more functionality, not the other way around." A Single Interface Across Everything The implications for enterprise and commercial applications are vast. Instead of bouncing between disconnected bots, imagine a single consistent AI companion interface across every website and interaction. "Chatbots are fragmented," said Giammario. "But your Kindred character can follow you across every business, every device, and every platform—always learning, always adapting." In the workplace, that might look like a familiar avatar giving you a morning briefing, syncing your calendar, prompting reminders, and surfacing insights from your CRM. In retail, it could mean brand mascots that act as informed, AI-powered shopping concierges. From Fiction to Reality Giammario admits that this shift can feel surreal—even science fiction. But it's already happening. "We're crossing a line from tools into relationships," said Green. "From functionality into feeling." And it's not just about novelty. The mental health benefits, the engagement rates, and the potential for radically new forms of interaction are all on the table. Learn More Visit KindredLabs.ai to meet your next digital companion, explore the white paper, or join the community on Discord. You can also follow Max Giammario on X and Kindred at @kindred_ai. Kindred is turning the characters you grew up with into the digital friends you take into the future. The question now is: Are you ready to meet your AI best friend?  

“Change, change, change—that's what we're hearing from customers. AI is exciting, but it's also overwhelming. Sentinel helps cut through the noise.” — Phil Moen, President & CEO, Unimax At Enterprise Connect, Unimax unveiled Sentinel, a new cloud-based call analytics application built to bring clarity to even the most complex enterprise communications environments. For large enterprises and IT teams already navigating a maze of platforms like Microsoft Teams, Cisco UCM, direct routing systems, and SBCs, Sentinel offers what Unimax calls “event-level visibility”—a way to track every call leg as a single, unified call experience. In a live Technology Reseller News podcast, Moen walked us through how Sentinel not only answers the long-standing demand for native call visibility but does it in a way that makes millions of data points actionable, thanks to natural language processing and AI. “If you want to know how many calls Doug Green made to his wife last week, we can tell you. Just press a button.” From CDR Chaos to Contextual Clarity Unimax's customers—many of them Fortune 500 companies—have been asking for this kind of solution for years. Traditional CDR (call detail record) logs were difficult to read and even harder to stitch together, often requiring teams to manually connect disjointed call legs across systems. Sentinel changes that. It treats each multi-leg, multi-device, multi-platform interaction as a single event, unifying what previously felt like call “hieroglyphics” into searchable, intelligent data. “It's not just about showing you what happened—it's about telling you what matters,” said Moen. “If a number hits your network 100 times in a row, that's probably a problem. Sentinel tells you where, when, and what to do about it.” AI That Surfaces the Signal, Not Just the Noise Sentinel is AI-enabled, but Moen is quick to differentiate it from the hype. What makes Sentinel stand out is how AI is applied: it simplifies user experience through natural language, flags anomalies and outages, and supports real-time decisions on capacity planning, license usage, and more. “Our customers generate millions of calls per month. Now, we can finally put that data to work—not just collect it.” Partner and Coexistence Opportunities While Sentinel was launched at an enterprise-focused show, it also opens up opportunities for partners and integrators. Moen noted that the platform was designed to coexist with other analytics and monitoring tools, creating richer datasets and deeper insights. “Some apps collect this data, others collect that. When you stitch them together, that's where the magic happens.” Unimax's deep presence in North America and within the Fortune 500 makes this release especially relevant for channel partners working with complex, hybrid UC environments. Learn More To explore Sentinel or Unimax's broader call management solutions, visit Unimax.com. #Unimax #Sentinel #CallAnalytics #EnterpriseConnect2025 #UCManagement #AI #CDR #EventDrivenAnalytics #MicrosoftTeams #CiscoUCM #EnterpriseTelecom #ChannelPartners #DigitalTransformation

In this Technology Reseller News podcast, Doug Green sits down with Sean Casey, SVP of Product Management at CSG, to discuss how AI can help communications service providers (CSPs) overcome one of their most persistent challenges: churn. With competition fierce, CSPs need to prioritize retention over acquisition and realize that keeping customers is just as valuable as enticing new users. According to Casey, many are turning to AI to help support the effort. We all know that AI tools can power chatbots and other service touchpoints to varying degrees of success. In fact, more than 8 in 10 CSP customers actually prefer to use AI in customer service over speaking with a human representative in at least one channel, according to a recent CSG survey. However, Casey says that's just the beginning. AI solutions are also helping organizations: Identify customers at risk of churn before they switch providers. Engage with customers more meaningfully to improve trust, relationships and issue resolution. Improve billing processes to boost on-time payments and satisfaction. Get ahead of changes, disruptions and more to stave off confusion and frustration before it occurs. Tune in to hear why Casey believes that AI – when applied correctly – is the technology that will define telecoms' next era, helping CSPs increase lifetime value, grow loyalty and decrease costs while providing customers with the effortless experiences they are looking for. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy. To learn more, visit csgi.com.

Channel Partners 2025 Podcast | Technology Reseller News "Strategy will always be more successful than spray-and-pray." Charlene Ignacio, CEO of Fornix Marketing, joins Doug Green of Technology Reseller News for a frank and lively conversation about what not to do at your next trade show. From booth blunders to dress code disasters, Ignacio shares practical, no-nonsense advice gathered from decades of real-world event experience. Charlene and Doug break down the biggest mistakes companies make—from distracted booth staff glued to their phones, to confusing messaging and undertrained teams. She emphasizes the importance of thoughtful pre-show planning, understanding your ideal customer profile (ICP), and staffing your booth with purpose and intention. “This is a stage,” she says. “When you're representing your company, you should look, act, and speak the part.” Ignacio also introduces best practices for managing booth traffic, developing a lead follow-up strategy, and ensuring your investment in event marketing translates to real business value. Fornix Marketing, with its deep roots in marketing strategy, channel development, and go-to-market execution, offers tailored support for MSPs, vendors, and global brands entering the U.S. market. Whether you're a seasoned exhibitor or new to the show floor, this podcast is a must-listen for teams looking to maximize ROI and avoid common pitfalls at major industry events.confere

“For every dollar an enterprise spends on telecom services, they spend four to five dollars on IT. Helping partners capture that revenue starts with a conversation,” says Rick Mancinelli, CEO of C3 Complete. In this Channel Partners 2025 podcast, Technology Reseller News publisher Doug Green sits down with Mancinelli to explore how C3 Complete is uniquely positioned at the crossroads of two converging worlds: managed services and telecom. As both an MSP and a service provider to MSPs, C3 Complete offers a rare dual perspective—helping technology providers expand into telecom, and vice versa. Mancinelli shares how the industry has evolved from traditional break-fix IT and telco reselling models into a new era where MSPs are increasingly adding voice and connectivity to their offerings. At the same time, more traditional telecom partners are exploring managed services, seeking ways to offer a broader solution stack without taking on undue risk or complexity. C3 Complete helps partners navigate this transformation by providing a full suite of voice, connectivity, cloud, and managed IT services—without competing with the partner. This approach enables channel partners to expand revenue, increase customer retention, and become more deeply embedded in their clients' businesses. “Whether you're an MSP looking to add voice or a telco partner seeking to enter IT services,” says Mancinelli, “we're here to help you make that journey successfully.” About C3 Complete C3 Complete is a hybrid service provider and consultancy that delivers managed IT, cloud, voice, and connectivity services to businesses and MSPs across the U.S. By combining deep technical expertise with a partner-centric delivery model, C3 Complete enables resellers, MSPs, and telecom agents to expand their portfolios and grow recurring revenue streams. Learn more at www.c3-complete.com.

Enterprise Connect 2025 Podcast | Technology Reseller News (Previously LIVE at Enterprise Connect 2025) “If you can't dial 911, nothing else really matters,” says Mark Fletcher, CEO of 911inform and one of the nation's foremost advocates for 911 modernization. Speaking with Doug Green at Enterprise Connect 2025, Fletcher sheds light on the critical, and often overlooked, challenges enterprises face in achieving compliance with federal emergency communications laws. In this special episode of Technology Reseller News, Fletcher discusses the evolution of emergency services from basic 911 access to next-generation 911 (NG911) deployments. Many enterprises still fall short on key requirements like dispatchable location—especially as workforces have become more mobile and distributed. Fletcher, who played a pivotal role in crafting and advocating for legislation such as Kari's Law and the RAY BAUM's Act explains how these laws transitioned from FCC rules to enforceable federal mandates under Title 47 of the U.S. Code. Fletcher urges IT managers and telecom professionals to consult with experts who specialize in 911 compliance. He emphasizes that the complexity of these laws—combined with the shift to IP-based and nomadic communications—requires careful planning and a multidisciplinary approach. “Telecom engineers aren't legal experts, and police departments aren't telecom engineers,” he says, highlighting the importance of cross-functional strategy. Fletcher's company, 911inform, goes beyond compliance, offering full-scale emergency event management that integrates panic buttons, gunshot and license plate detection, and IoT-triggered alerts into an intelligent NG911 payload for first responders. As more emergency calls originate from devices—not humans—solutions like these are becoming essential. To learn more, visit 911inform.com, explore Fletcher's insights at Fletch.tv, or get practical tips at 911tips.com.  

Cloud Communications Alliance Preview | Technology Reseller News Podcast “It's not just a deterrent—it's a disincentive. We make robocalls so expensive, scammers stop calling.” — Michael Gough, ICA, Intelligent Communications Assistant. With the Cloud Connections Conference just days away (April 14–16 in St. Petersburg), both the Technology Reseller News and Cloud Communications Alliance communities are tuning in. On this special joint podcast episode, Doug Green, publisher of TR News, welcomed Michael Gough, CEO of ICA, one of five handpicked presenters in the upcoming CCA Solutions Showcase. And what Michael brought was more than just a preview—it was a live demonstration of how ICA is changing the game in communications security. One Platform to Block Them All “Too many robocalls. Too much spam. Too many scam texts,” said Gough. “Branded calling helps, and STIR/SHAKEN helps—but only a little, and only sometimes.” ICA's platform changes that by combining behavioral analysis, graph neural networks, and a cross-channel approach to stop spam across voice, SMS, email, and social media—without invading user privacy. In a live demo, Gough showed how ICA's digital assistant traps and stalls bad actors with lifelike conversations. “We call it scam the scammer,” he said. “They waste time, lose money, and stop calling.” A Better Call Experience—Everywhere Unlike legacy solutions, ICA works across all major communications platforms. The system distinguishes between contacts using relationship signals—like shared social media links or known contacts—and then filters calls accordingly. In a second demo, Gough showed how ICA intelligently handled a call from a trusted contact, verifying the reason for the call and sending a message when the recipient wasn't available. “It's seamless for the people you know and smart for the ones you don't,” Gough explained. Looking for Partners At Cloud Connections, ICA is actively seeking three new partners to integrate its technology. “This isn't vaporware,” Gough said. “We're already live. We're just looking to scale.” That's the power of CCA's event model, Doug Green noted. “This isn't a trade show. It's a connections event—and ICA is a perfect example of what happens when innovation meets the right audience.” Learn More Don't miss Michael Gough's live demo on April 15 at the Cloud Connections Conference. For more information or partnership inquiries, visit myica.ai. #CloudConnections #CloudCommunicationsAlliance #RobocallDefense #SpamPrevention #AI #GraphNeuralNetworks #CommsSecurity #MichaelGough #ICA #VoiceAI #TechnologyResellerNews #CloudSecurity

Channel Partners Conference & Expo 2025 | Las Vegas "Be the trusted business advisor." That's the message from Ryan Henley, Chief Revenue Officer at NUSO, who joined Technology Reseller News publisher Doug Green live on the opening day of the Channel Partners 2025 expo. For years, Henley noted, MSPs have been encouraged to be “trusted technology advisors.” But at this year's show, NUSO is pushing for a shift—one that positions channel partners not just as tech experts, but as core strategic partners who help customers grow and protect their businesses. “It's not about selling software—it's about elevating the business,” said Henley. “Whether it's customer experience or compliance, we can help our partners deliver real business outcomes.” Helping MSPs Go Beyond the Stack NUSO offers a fully integrated service platform that includes: Omnichannel contact center solutions for both enterprise and informal CX environments Compliance tools to support HIPAA, PCI, and GDPR requirements A UCaaS foundation powered by NUSO's own telephony network What sets NUSO apart is ownership. All platform elements are built and operated in-house, offering MSPs a single partner with end-to-end accountability. “You've got one throat to choke, or one back to pat,” Henley quipped. “It simplifies support and strengthens the value MSPs can offer.” A Channel-Only Strategy As a 100% channel-focused company, NUSO is using its presence at Channel Partners to reinforce its commitment to resellers and service providers across North America and beyond. “We're here to help partners break out of the technology-only mindset,” said Henley. “By enabling them to deliver customer experience, compliance, and communications—under one roof—we're helping them transform into true business advisors.” Henley sees this evolution as essential in a changing market. “When you focus on the success of others, everyone wins,” he said. To learn more, visit nuso.cloud or stop by their booth if you're attending Channel Partners this week. Listen to the full podcast at TelecomReseller.com or on your favorite platform.

Live from MSP Summit at Channel Partners Conference & Expo 2025 – Las Vegas In a podcast recorded live at the MSP Summit, part of the Channel Partners 2025 event in Las Vegas, Doug Green of Technology Reseller News sat down with Charlene Ignacio, founder of Fornix Marketing, to unpack a bold message: “Stop doing events.” But Ignacio isn't anti-events — she's calling out the three costly mistakes vendors make when they show up at trade shows unprepared and hope for leads without a plan. “You're spending $20K, $40K, sometimes more for a booth, travel, and team… and you haven't even gotten a single lead yet,” said Ignacio. Here are the three areas where vendors go wrong — and how to fix them: Unclear Lead Strategy Not everyone walking by your booth is a lead. Ignacio urges vendors to define what qualifies as a lead before the show and to research whether the event's audience actually matches your ICP (Ideal Customer Profile). Untrained Sales Teams “Events are a different kind of sales,” said Ignacio. Booth staff need event-specific training — knowing how to engage quickly, qualify fast, and handle the booth with energy and clarity. No Follow-Up Plan Too often, leads collected on badge scanners or apps go nowhere. “You're back at work the next day, and you forget all the names you collected,” said Ignacio. Build your post-event follow-up strategy before the show begins. For MSPs, she also recommends starting small — hyper-targeted events like lunch-and-learns or local chambers of commerce may outperform big expos if the audience is right. Want to level up your events? Connect with Charlene at fornixmarketing.com or find her on LinkedIn. Listen to the full podcast at telecomreseller.com or on your favorite podcast platform.

At Enterprise Connect 2025, Microsoft's announcement of Microsoft Teams Phone Extensibility marked a significant leap in the evolution of Teams-integrated communications. Among the first to harness this new capability is Luware, whose Teams-native contact center solution, Luware Nimbus Power, was front and center at the event. In a podcast recorded live from the show, John Wright of Luware joined Technology Reseller News publisher Doug Green to discuss the implications of this breakthrough. “Luware Nimbus Power leverages Microsoft's Azure Communication Services (ACS) to enable what we call ‘dual persona' functionality,” Wright explained. “This means agents can manage and receive audio calls through either the contact center console or the Microsoft Teams client—seamlessly.” Wright emphasized that while many competitors took the fastest route to market by simply connecting existing solutions to Teams, Luware made a bold move: they rebuilt their contact center platform natively within the Teams environment using the Extend model. Now, with Power certification, Luware adds advanced capabilities that integrate fully with Microsoft 365 tools like Power Automate, SharePoint, and Dynamics, and allow real-time AI enhancements via Microsoft Copilot Studio. This cloud-native, Teams-embedded architecture not only enables secure handling of calls without rerouting media through third-party infrastructure but also offers deep flexibility for integrations with CRMs, ticketing systems, and third-party platforms. “The call stays within the Teams tenant,” Wright noted. “That's a major advantage for organizations with strict compliance and security requirements.” For multi-vendor enterprise environments or long-standing organizations with diverse tech stacks, Wright sees the Luware approach as a powerful unifier: “You might have different departments working with different systems—Salesforce, Freshdesk, you name it. Luware can centralize communications across those platforms while keeping the user experience rooted in Teams.” Luware's robust partner program also makes this a compelling opportunity for MSPs and MSSPs. “We built a rewarding, intuitive partner program around Nimbus,” Wright said. “You can deploy a full-featured, omni-channel, AI-powered contact center in under 40 minutes.” Luware's commitment to native Teams integration and close collaboration with Microsoft positions it as a top-tier option for modern, scalable, secure contact center deployments. Learn more at www.luware.com

"We used to care about the conversation only from the moment it started until it ended. Now we care about what happens after." That key quote from Jeff Pulver, telecom pioneer and the driving force behind the Pulver Order that helped make VoIP a legitimate telecom service, sums up a new era in enterprise communications. Speaking alongside leading industry analyst Jon Arnold, Pulver and Arnold joined Doug Green, Publisher of Technology Reseller News, for a wide-ranging closing podcast at Enterprise Connect 2025. Looking back over 25+ years of Enterprise Connect—from the PBX shows in Washington, D.C., to the Swan and Dolphin, and now the Gaylord and Las Vegas—the two industry veterans observed how much has changed. From Nortel to Microsoft, from hardware to the cloud, and now into the AI era, the show and the industry have constantly evolved. Arnold noted the shift in enterprise communications from dedicated telecom departments to outsourced IT and cloud-first strategies. Pulver recalled the days when maintaining uptime on voice trading systems was a mission-critical function for financial firms. Today, the challenge is managing and extracting value from the metadata of conversations. Pulver introduced listeners to the vCon, a new standard that captures the essence of a conversation—voice, text, and data—for post-call analytics, memory, and trust-building. "Living in a world where you can now leverage the metadata associated with the conversation and monetize that... that's the future," he said. Learn more about the Pulver Order and Jeff's legacy in VoIP here: Celebrating 20 Years of Innovation. AI, metadata, and automation were key themes. Arnold explained that while UCaaS providers have solved voice and video delivery, the next frontier is capturing insights from those communications to improve workflows and build knowledge across the organization. Pulver added that many chatbots today suffer from "amnesia" – they can't remember previous interactions. The vCon standard aims to solve that, along with related standards like SKIT, which help verify the authenticity of data. Trust and memory, said Pulver, are the building blocks of AI in communications. And while these technologies are just gaining traction, he predicted that by 2027-2030, they will redefine how businesses communicate, collaborate, and operate. Pulver emphasized the importance of building opt-in consent and compliance into communications. Recording calls without proper consent, especially in California or the EU, could pose legal risks, and new protocols are being designed to address that. Looking ahead, Arnold cautioned that companies that fail to invest in R&D during this critical AI transition risk falling behind. While current products are still maturing, the groundwork for the next generation of communications is being laid today. Enterprise Connect 2025 may have wrapped, but the conversation is far from over. As Pulver put it, "This is where the future happens." Stay tuned for more updates from Enterprise Connect 2025 at Technology Reseller News.

"You don't have to go from A to Z in one move with AI." — Jon Arnold, industry analyst As Enterprise Connect 2025 edged toward its conclusion, Jon Arnold joined Doug Green, Publisher of Technology Reseller News, for a candid conversation about what's changing—and what's not—in the world of enterprise communications. Having attended many iterations of the show over the years, Arnold noted how Enterprise Connect continues to evolve with the industry itself. While its roots are deeply embedded in enterprise telephony, today's EC is heavily influenced by customer experience (CX) and contact center technologies. The growth in these segments has inevitably shifted the show's focus. “They're having to pivot to where the market is going,” Arnold observed, highlighting the challenge of balancing legacy technologies with emerging opportunities. That evolution is reflected on the expo floor as well. Arnold remarked on a shift in booth design and engagement: “It's very conversational now… you see more quiet zones, lounges, and space for meetings. The nature of expositions is changing.” Compared to the hardware-heavy showcases of years past, today's cloud-first and AI-powered solutions often exist more in software than in physical gear. As always, the topic of AI dominated the discussion. Arnold identified agentic AI—autonomous agents capable of executing end-to-end tasks—as a central trend this year. But he cautioned against rushing in: “You don't need to adopt everything all at once. Start with small pilot projects that carry minimal risk and disruption.” He encouraged a thoughtful approach grounded in responsible AI, urging enterprise leaders to set internal guardrails around access, data privacy, and governance. Arnold's international perspective added further insight. Fresh off a vendor event in Europe, he contrasted the more regulatory-driven, cautious approach to AI overseas with the freer, more experimental landscape in North America. While the U.S. may move faster, it's crucial that organizations take ownership of ethical deployment and compliance. Looking ahead, Arnold commented on the show's upcoming move to Las Vegas in 2026, after a decade in Orlando. “We'll see if it brings more customers or changes the dynamic. It's part of the evolution of the event.” As for what's next beyond AI? Arnold left the door open: “Next year, it's possible a new dominant technology could emerge—maybe immersive, 3D, or something entirely new.” For now, however, AI remains the engine driving transformation across workplace productivity, contact center innovation, and enterprise IT strategy. Learn more To follow Jon Arnold's insights and industry analysis, visit Jon Arnold's LinkedIn or check out his contributions to various technology publications. Stay tuned to Technology Reseller News for more coverage from Enterprise Connect 2025.

Enterprise Connect 2025 Podcast | Technology Reseller News Previously LIVE from Enterprise Connect 2025 “If you're relying on mobile triangulation, your 911 location could be half a mile off—meanwhile, your DoorDash order is on the doorstep,” says Robert Harris, President of Communications Advantage. Speaking at Enterprise Connect 2025, Harris and Melinda Sensabaugh, ENP, joined Doug Green to discuss the realities of enterprise 911 compliance—and why Next Generation 911 (NG911) is far more than a telecom upgrade. Sensabaugh, a certified Emergency Numbering Professional (ENP) and longtime consultant in public safety communications, outlined how legacy analog systems and selective routers limit the information public safety can receive. “Today's 911 still runs on technology designed for landlines,” said Sensabaugh. “NextGen 911 will run over IP networks, delivering location, device, video, even floor plans—getting the right information to the right PSAP faster.” For enterprises, complying with Kari's Law and the RAY BAUM's Act is more complex than just updating a phone system. Harris emphasized that ambiguous terms like “to the extent technically feasible” require interpretation. “Enterprises need expert help to translate regulatory language into action—whether that means mapping every wired port or accounting for Wi-Fi mobility,” he said. Both Sensabaugh and Harris have built their consulting practice around a holistic approach to 911—helping enterprises assess and update not just their phone systems, but their policies, safety planning, and PSAP (Public Safety Answering Point) readiness. Their work includes consulting on legacy upgrades, educating IT and safety teams, and advocating for proactive compliance before tragedies expose gaps. “The bottom line,” said Sensabaugh, “is that 911 isn't just about technology. It's about protecting your employees and knowing that when they dial, help gets to the right place—fast.” To learn more, visit communicationsadvantage.com, or connect with Robert Lee Harris on LinkedIn. He also offers a white paper on integrating 911 compliance as a core worker safety discipline.  

Podcast with Crystal Miceli, Vice President of Product & Industry Marketing ORLANDO, FL – In a live interview from the show floor at Enterprise Connect 2025, Crystal Miceli, Vice President of Product & Industry Marketing at Talkdesk, joined Technology Reseller News publisher Doug Green to unveil three major product announcements from Talkdesk. The news highlights the company's ongoing innovation in AI-powered customer experience, with new capabilities that are already resonating with customers and prospects at the event. Talkdesk After Hours “Talkdesk After Hours has been the talk of the show,” said Miceli. “It's a turnkey solution that lets companies go from an 8-to-5 operation to 24/7 support in 59 languages.” Designed for businesses that lack resources for around-the-clock support or multilingual agents, After Hours gives them the ability to compete with enterprises that do—without the overhead. AI Agents for Voice Talkdesk also announced the general availability of AI Agents for Voice. “We were one of the first to market with agentic AI in a contact center platform back in October,” Miceli noted. While digital channels were the initial focus, Talkdesk has now cracked the more complex challenge of voice—enabling autonomous agents that can complete tasks in real time, without latency or awkward pauses. It's part of the company's broader Ascend AI platform. Talkdesk Knowledge Creator The third announcement addresses a long-standing challenge in contact centers: knowledge management. “AI is hungry for knowledge,” explained Miceli, “but creating and maintaining that knowledge is labor-intensive.” Talkdesk Knowledge Creator automates the process by surfacing the most-needed answers based on real customer interactions, generating knowledge cards for approval and reuse. “For the first time, customers are seeing a real solution to a problem they didn't think could be solved.” AI That Works—Now While many vendors are talking about agentic AI, Talkdesk is delivering it. “We're not just talking—we're shipping,” said Miceli. “These are generally available products today.” She also emphasized Talkdesk's industry-specific focus across healthcare, finance, and retail, giving customers tailored solutions to fit their regulatory and operational needs. Talkdesk at Enterprise Connect Talkdesk showcased these innovations at booth 1105, where visitors could see live demos and explore how AI-powered tools can be deployed quickly and effectively. Learn more at: www.talkdesk.com