Telecom Reseller / Technology Reseller News

The growing complexity of messaging compliance and the operational risks facing enterprises, Approved Contact Podcast, This is where structured conversation data becomes critical “Pay attention to why you’re sending the text—operational versus marketing.” In this Technology Reseller News podcast, Doug Green speaks with Tony Nuzzo of Approved Contact about the growing complexity of messaging compliance and the operational risks facing enterprises. A key theme emerging from the discussion is that as customer communications scale—especially across SMS and voice—organizations must move beyond fragmented systems and develop a unified, auditable view of customer interactions. Nuzzo highlights how regulations like the “ten-day revocation rule” are raising the stakes. Once a customer opts out, companies have a limited window to stop all communications—or risk fines and legal exposure. The challenge is not just compliance, but execution: ensuring that opt-outs are captured, understood, and acted upon across all systems in near real time. This is where structured conversation data becomes critical. By centralizing communication records and applying frameworks like vCon, businesses can better understand customer intent, track consent, and reduce ambiguity. The distinction between operational messages (e.g., fraud alerts or payment reminders) and marketing outreach becomes especially important, as each carries different compliance obligations. For enterprises, financial institutions, and service providers, the takeaway is clear: compliance is no longer a back-office function—it is a core operational capability. Those who can manage consent, context, and communication history effectively will reduce risk while improving customer trust. The bottom line: in a world of tightening regulations and rising customer expectations, managing conversations intelligently isn’t optional—it’s foundational.

“Call transcription is dead. The conversation is the product.” For MSPs and channel partners, Abramson sees a meaningful opportunity—but not in simply reselling AI features. Instead, the role is becoming more strategic. Partners can help customers integrate conversational data across systems, implement governance frameworks, and ensure compliance in an increasingly complex regulatory environment @Doug Green The voice AI and transcription market is undergoing a fundamental shift—one that goes far beyond improving accuracy or lowering costs. In a recent Technology Reseller News podcast, I spoke with Andy Abramson about how platforms like Zoom and Slack are redefining the role of conversational data in the enterprise. At the center of this shift is a simple but powerful idea: transcription is no longer the end goal. It is becoming an embedded, expected feature—automated, commoditized, and increasingly invisible. The real value is moving upstream, toward what organizations can actually do with the data generated from conversations. “We’ve gone from ‘can we transcribe?’ to ‘what can we do with it?’” That evolution signals the emergence of a new platform layer built around conversational intelligence. Rather than treating calls and meetings as ephemeral events, enterprises are beginning to view them as structured, persistent data assets—fuel for analytics, automation, compliance, and AI-driven decision-making. This has significant implications for the competitive landscape. Standalone transcription vendors, once differentiated by accuracy and pricing, now face pressure as transcription becomes native to broader platforms. At the same time, elements of the UCaaS and CCaaS stack may also be impacted, as value shifts away from transport and toward intelligence. A critical question emerging from this transition is ownership. As platforms embed AI more deeply, enterprises must consider who controls their conversational data—and how it can be accessed, governed, and leveraged. While some organizations may gain efficiency and insight, others risk becoming dependent on platform-defined workflows and data models. For MSPs and channel partners, Abramson sees a meaningful opportunity—but not in simply reselling AI features. Instead, the role is becoming more strategic. Partners can help customers integrate conversational data across systems, implement governance frameworks, and ensure compliance in an increasingly complex regulatory environment. In that sense, conversational data is becoming a new category of enterprise asset—one that requires oversight, architecture, and policy. The shift aligns closely with broader industry conversations around AI governance, auditability, and trust. Looking ahead, the next 12 to 24 months will be critical. The market could consolidate around a handful of dominant platforms, or it could evolve into a broader ecosystem where conversational intelligence is exposed through APIs and integrated across multiple environments. What is clear, however, is that the conversation itself is no longer just a byproduct of communication. It is the product. #VoiceAI #Transcription #ConversationalAI #UCaaS #CCaaS #ChannelPartners #MSP #AI #TechnologyResellerNews

“Is your business still exciting—or just exhausting?” SkyCrest highlights a powerful concept for MSPs and service providers: small increases in profitability can translate into significant gains in exit valuation, Podcast “Is your business still giving you that same excitement—or has it become something you have to manage rather than something you want to build?” In this Technology Reseller News podcast, Doug Green speaks with leaders from SkyCrest Advisors, https://mspexitplan.com/ about a reality many MSP owners eventually face: the shift from entrepreneurial energy to operational fatigue—and the strategic decisions that follow. The conversation centers on a critical inflection point. For many business owners in their 50s and 60s, the business that once fueled ambition can become all-consuming. Long hours, cybersecurity pressures, and the weight of responsibility often replace the early excitement of landing clients and hitting revenue milestones. That’s where the conversation turns from growth to transition. A key takeaway is the importance of asking hard questions early: Is the business still aligned with your personal goals? Is it a lifestyle, an income engine, or an asset preparing for exit? And most importantly—are you financially ready for what comes next? SkyCrest highlights a powerful concept for MSPs and service providers: small increases in profitability can translate into significant gains in exit valuation. Improving profit by $100K could add $500K or more in business value, reframing how owners should think about the final years before a sale. The discussion also underscores a common reality—most owners have the majority of their wealth tied up in their business. That makes planning not just important, but urgent. Risks like health issues, owner dependency, and lack of succession planning can directly impact valuation if not addressed in advance. The bottom line: exit planning isn’t a last-minute decision—it’s a multi-year strategy. For MSPs looking ahead three to five years, the focus should shift to building value, reducing risk, and ensuring the business can operate without them. Learn more at SkyCrest Advisors. https://mspexitplan.com/

Redefining Unified Communications for AI Voice: Jon Arnold on the Five Threads Shaping the Future, Podcast, AI voice is not just another feature layered onto existing platforms—it represents a fundamental shift @Doug Green “We’re moving from tactical improvements to a more strategic, holistic view of AI voice—and that changes everything about how businesses think about communications,” says Jon Arnold. In this Technology Reseller News podcast, I spoke with Jon Arnold about his presentation at the vCon Spring Conference 2026, where he outlined a framework for understanding how AI voice is reshaping unified communications. Arnold’s central point is that AI voice is not just another feature layered onto existing platforms—it represents a fundamental shift. The industry is moving beyond tools like transcription and call recording toward treating conversations themselves as structured, valuable data that can drive business outcomes. A key part of this transformation is the emergence of standards such as vCon Foundation. By enabling conversations to be captured with context, metadata, and governance, vCon provides a foundation for portability, compliance, and interoperability across platforms. This is becoming increasingly important as enterprises seek to maintain control over their conversational data while deploying AI at scale. For MSPs, service providers, and channel partners, this shift creates a new opportunity. Rather than focusing primarily on seats and connectivity, partners can help customers unlock value from conversations—through analytics, automation, and AI-driven workflows. This opens the door to new revenue models tied to outcomes and intelligence rather than usage alone. The broader implication is that unified communications itself is being redefined. As AI voice becomes central to the experience, communications platforms are evolving into intelligence platforms—where every interaction can be captured, understood, and acted on.

“Ultimately, the customer wants one thing: they want the service, they want it to work, and it has to be 100 percent reliable,” says Jake Jacoby, CEO of TELCLOUD. In the latest episode of the TELCLOUD POTS and Shots Podcast Series, Doug Green, Publisher of Technology Reseller News, sits down with Jacoby to explore a critical dimension of copper migration that goes beyond hardware: why the service model matters almost as much as the technology itself. Jacoby begins by framing TELCLOUD’s role in the market. As a backend service provider focused entirely on the channel, TELCLOUD does not sell direct. Instead, the company works through trusted advisors—MSPs, telecom agents, IT service firms, and carriers—helping them deliver reliable replacement for legacy copper lines used by alarm panels, security systems, elevators, and other life-safety applications that do not work well over conventional VoIP. While TELCLOUD initially focused on solving the technical side of POTS replacement, Jacoby explains that the company quickly realized that technology alone was not enough. Resellers also needed support with the operational realities of delivering these services at scale: project management, kitting, logistics, field services, financing, monitoring, and ongoing support. That led TELCLOUD to build a flexible model that ranges from wholesale enablement to fully managed white-label service. Some partners handle much of the deployment themselves, while others rely on TELCLOUD to manage the process end to end under the partner’s own brand. The goal, Jacoby says, is to meet the reseller where they are—whether they are a telecom expert or an MSP with strong customer trust but little telecom experience. For MSPs in particular, Jacoby makes the case that POTS replacement can still be a fit even if telecom is not their core business. “If you are that trusted advisor and your customer looks to you for guidance, then maybe it’s a good fit,” he says. “We can do the rest.” TELCLOUD’s white-label approach ensures that the partner retains the customer relationship while TELCLOUD delivers the backend infrastructure and support. The urgency behind this model is growing. As Jacoby notes, carriers are accelerating shutdowns, and in many areas there is simply not enough time or labor capacity to convert all remaining lines once outages begin to hit at scale. That makes proactive planning essential—not only to avoid cost spikes, but to prevent situations where buildings cannot open, elevators cannot operate, or life-safety systems are left waiting in line for replacement service. The episode closes with the Shots segment, where Jacoby introduces Gran Mayan Silver, a triple-distilled blanco tequila presented in a distinctive ceramic bottle. Smooth, clear, and designed for sipping, it continues the series’ tradition of pairing serious infrastructure conversations with a lighter finish. For more information, visit https://www.telcloud.com/ or call 844-900-2270.

Doug Green, Publisher of Technology Reseller News, interviewed Paul Tuttle, Interop Field Applications Engineer, and Dan Marchetto, Vice President of Sales and Marketing at CyberData, to discuss the continued evolution of IP-based endpoints, paging systems, and facility communications in enterprise environments. CyberData has long focused on enabling critical communications through IP-connected devices, including paging systems, intercoms, and notification endpoints. Tuttle explained that many organizations are transitioning from legacy analog infrastructure to IP-based solutions that integrate directly with modern VoIP and unified communications platforms. “We’re helping customers move from analog to IP without losing the reliability they depend on,” he said. Marchetto emphasized that paging and facility communications remain essential across industries such as healthcare, education, manufacturing, and public safety. While often overlooked, these systems play a critical role in day-to-day operations and emergency response. As organizations modernize their communications environments, integrating these endpoints into IP networks allows for greater flexibility, scalability, and centralized management. The discussion also highlighted interoperability as a key requirement. CyberData works across a wide range of platforms to ensure its devices function seamlessly within diverse customer environments. This flexibility is especially important for partners and integrators who must deploy solutions that align with existing infrastructure while supporting future growth. Ultimately, Tuttle and Marchetto positioned IP endpoint modernization as both a necessity and an opportunity. As legacy systems are phased out, organizations can enhance reliability, improve safety communications, and enable new capabilities through network-connected devices. For channel partners, this represents a continued area of demand tied to broader digital transformation initiatives. More information about CyberData and its IP endpoint solutions is available at https://www.cyberdata.net/.

Vaishnavi Bichu, a telecommunications engineering leader specializing in Radio Access Network (RAN) deployment, spoke with Doug Green, Publisher of Technology Reseller News, on addressing network deployment challenges using digital twins. As 5G deployments continue to scale and the industry begins laying the foundation for 6G, mobile network operators are facing increasing challenges related to site complexity, infrastructure accuracy, and coordination across deployment teams. Traditional planning methods, often dependent on manual site visits and fragmented data sources, are struggling to keep pace with the precision and speed required for modern and future network rollouts. Vaishnavi Bichu In a recent Telecom Reseller podcast, Vaishnavi Bichu, a leading expert in Radio Access Network (RAN) deployment and optimization, shares insights into these evolving challenges and the growing role of digital twins in addressing them. A key issue highlighted during the discussion is the lack of reliable and up to date infrastructure data during the planning phase. In many deployment scenarios, engineering teams must rely on outdated site documentation, repeated field visits, and manual validation processes, factors that contribute to delays, inefficiencies, and increased deployment costs. Vaishnavi notes that digital twins are helping shift this paradigm by enabling a more accurate and data driven approach to network planning. By leveraging technologies such as drone-based imaging, photogrammetry, and LiDAR, operators can create high fidelity 3D models of physical sites. These models allow teams to validate designs, simulate deployment scenarios, and identify potential issues before on-site execution. The conversation also underscores the role of digital twins in improving cross functional collaboration. With a shared and continuously updated representation of site conditions, stakeholders across design, construction, and operations can align more effectively, reducing errors and accelerating deployment timelines. Beyond immediate deployment benefits, digital twins are increasingly seen as foundational to the industry’s transition toward AI driven network operations. As networks evolve to become more software defined and adaptive, and as the industry progresses toward 6G, accurate digital representations of infrastructure will play a critical role in enabling automation, predictive optimization, and closed loop network management. As operators continue to invest in 5G and prepare for 6G evolution, digital twins are expected to become an integral component of more efficient, scalable, and intelligent network deployment strategies. Listen to the full podcast to hear more insights on how digital twins are reshaping modern network deployments at scale.

Mitch Lieberman, VP of Product (Fuel CX) at Fuel iX, a TELUS Digital company, spoke with Doug Green, Publisher of Technology Reseller News, during the Spring ’25 vCon event about how AI orchestration is transforming customer experience strategies. Lieberman explained that enterprises are moving beyond isolated AI tools toward orchestrated systems that coordinate multiple AI models, data sources, and workflows. Fuel iX is designed to help organizations manage this complexity, enabling them to deploy AI across customer engagement channels while maintaining control, governance, and consistency. “The challenge is no longer just deploying AI—it’s orchestrating it across the entire customer journey,” Lieberman said. The platform allows enterprises to integrate AI into customer interactions in a structured and scalable way, supporting use cases such as automation, agent assistance, and personalized engagement. By orchestrating AI workflows, organizations can improve efficiency while delivering more seamless and context-aware customer experiences. The conversation also highlighted the importance of governance and trust as AI adoption accelerates. Enterprises must ensure that AI systems operate within defined guardrails, particularly when handling sensitive customer data and communications. As discussions at the Spring ’25 vCon event continue to focus on the future of AI-driven communications, Fuel iX and TELUS Digital are positioning themselves at the forefront of helping organizations operationalize AI at scale while maintaining visibility, control, and trust. Learn more about Fuel iX: https://fuelix.ai/ Learn more about TELUS Digital: https://telusdigital.com/

Doug Green, Publisher of Technology Reseller News, interviewed Gerry Christensen, Associate Founder of ICA AI, to discuss a new approach to securing communications in an era increasingly shaped by AI-driven threats. The conversation centered on how traditional defenses are falling short and why a relationship-based model of AI may be critical to restoring trust in digital interactions. Christensen explained that as AI-generated content becomes more sophisticated, the ability to impersonate individuals, organizations, and trusted entities is rapidly increasing. This creates a growing risk of fraud, misinformation, and communication breakdown across voice, messaging, and digital channels. “The problem isn’t just bad actors—it’s that we can no longer trust what we’re hearing or seeing,” Christensen noted. ICA AI’s approach focuses on establishing trusted relationships as the foundation for communication validation. Rather than relying solely on content analysis or reactive filtering, the platform leverages identity, context, and prior interactions to determine whether a communication should be trusted. This model aims to proactively prevent malicious or unauthorized interactions before they reach the user. The discussion also explored how this approach could be applied across industries, including telecom, enterprise communications, and customer engagement platforms. By embedding relationship intelligence into communication systems, organizations can better protect customers, reduce fraud, and maintain confidence in their digital channels—an increasingly critical requirement as AI adoption accelerates. Ultimately, Christensen positioned ICA AI as part of a broader shift toward AI-driven trust infrastructure, where securing communications is not just about blocking threats, but about ensuring that every interaction is verified and meaningful. As AI continues to reshape the communications landscape, solutions that can preserve trust at scale will play a central role in the future of digital interaction. More information about ICA AI and its approach to relationship-based AI is available at https://icaai.ai.

Doug Green, Publisher of Technology Reseller News, interviewed Fern Halper, Founder of AI Foundations Group and VP of Research at TDWI, to discuss what separates successful AI initiatives from those that stall—and why data strategy remains the critical foundation for AI success. Halper emphasized that while excitement around AI—particularly generative AI—continues to grow, many organizations are still struggling to move from experimentation to measurable business value. The primary reason, she explained, is not the models themselves, but the underlying data environment. “If your data isn’t ready, your AI isn’t going to succeed,” Halper said, highlighting the importance of data quality, governance, and accessibility. A key theme of the conversation was the need for organizations to align AI initiatives with real business objectives. Rather than pursuing AI for its own sake, companies should focus on specific use cases where data can drive outcomes such as improved customer experience, operational efficiency, or revenue growth. Halper noted that organizations that succeed tend to start with well-defined problems and build from there, rather than attempting large-scale transformations without a clear roadmap. The discussion also explored the evolving role of data management in the AI era. As organizations adopt more advanced analytics and machine learning capabilities, they must modernize their data infrastructure—often leveraging cloud platforms—to support scalability and real-time insights. This includes integrating disparate data sources, ensuring proper governance, and enabling collaboration between technical and business teams. Ultimately, Halper positioned AI success as a journey grounded in fundamentals. While new tools and technologies continue to emerge, the organizations that will benefit most are those that invest in strong data foundations, clear strategy, and disciplined execution. Learn more at https://datamakesworld.com/.

Jon Arnold, Principal at J Arnold & Associates, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about the evolving enterprise communications landscape, with a focus on AI adoption, security challenges, and shifting market dynamics. Arnold emphasized that while artificial intelligence continues to dominate industry conversations, it is also accelerating new risks—particularly in areas such as fraud and identity spoofing. As AI tools become more sophisticated, bad actors are gaining new capabilities that outpace traditional defenses. “AI is not just enabling innovation—it’s also making fraud more scalable and more difficult to detect,” Arnold said. The discussion explored how service providers, enterprises, and regulators are struggling to keep pace with these changes. While new technologies and frameworks are emerging to address issues like authentication and trusted communications, the ecosystem remains fragmented, making it difficult to implement consistent protections across networks. Arnold also highlighted the importance of industry collaboration and education. Enterprises must better understand both the opportunities and risks associated with AI, while vendors and carriers need to work together to develop more cohesive solutions. As Enterprise Connect continues to showcase rapid innovation in communications technology, Arnold’s insights underscore a critical reality: alongside the promise of AI comes an urgent need to address the growing complexity of security, trust, and fraud prevention in the digital communications ecosystem. Learn more about J Arnold & Associates: https://www.jarnoldassociates.com/

Jon Arnold, Principal at J Arnold & Associates, spoke with Doug Green, Publisher of Technology Reseller News, during the Enterprise Connect conference about the key trends shaping the enterprise communications market and the growing influence of artificial intelligence. Arnold highlighted that AI continues to dominate industry conversations, with vendors rapidly embedding AI capabilities across unified communications, contact center platforms, and customer engagement tools. However, he noted that while innovation is accelerating, enterprises must carefully evaluate how these technologies deliver real business value. “There’s a lot of AI noise in the market right now, but the real question is how organizations turn that into meaningful outcomes,” Arnold said. The discussion also explored how the communications landscape is evolving, with shifts in vendor positioning, increased focus on cybersecurity, and changing dynamics across the channel. Arnold observed that industry events like Enterprise Connect reflect both continuity and change, with familiar players alongside new entrants bringing fresh approaches to the market. Arnold emphasized that organizations need to take a strategic approach when adopting new technologies, particularly as AI, security, and customer experience continue to converge. Understanding where to invest—and how to integrate these capabilities into existing environments—will be critical for long-term success. As Enterprise Connect continues to highlight the rapid pace of innovation in enterprise communications, Arnold’s insights underscore the importance of balancing emerging technologies with practical business outcomes. Learn more about J Arnold & Associates: https://www.jarnoldassociates.com/

Steve Leaden, Founder and President of Leaden Associates, spoke with Doug Green, Publisher of Technology Reseller News, during the Enterprise Connect conference about the evolving role of telecom expense management (TEM) and how AI is transforming cost control for enterprises. Leaden explained that as enterprise communications environments become more complex—spanning mobile, cloud, and legacy systems—organizations are struggling to maintain visibility into their telecom spending. TEM solutions are becoming essential tools for identifying inefficiencies, eliminating billing errors, and optimizing overall communications costs. “Most enterprises don’t realize how much they’re overspending until they take a close look at their telecom environment,” Leaden said. Leaden Associates focuses on helping organizations gain control over telecom expenses through auditing, optimization, and ongoing management services. By leveraging data analytics and AI-driven tools, companies can uncover hidden costs, streamline vendor relationships, and make more informed decisions about their communications infrastructure. The discussion also highlighted how the shift to cloud communications and mobility has increased the need for continuous monitoring and management. As organizations adopt more services and providers, maintaining cost discipline requires a more strategic and data-driven approach. As conversations at Enterprise Connect continue to emphasize efficiency and digital transformation, Leaden Associates demonstrates how telecom expense management remains a critical component of enterprise communications strategy. Learn more about Leaden Associates: https://www.leaden.com/

Kassaundra McKnight-Young, Chief Nursing Informatics Officer at Zebra Technologies, spoke with Doug Green, Publisher of Technology Reseller News, during the HIMSS conference about how technology is transforming clinical workflows and improving patient care through real-time data access. McKnight-Young emphasized the critical role of nursing informatics in bridging the gap between clinical practice and technology. By equipping frontline caregivers with mobile devices and real-time data, healthcare organizations can improve decision-making, reduce administrative burden, and enhance patient outcomes. “When clinicians have access to the right information at the right time, it directly impacts the quality of care they can deliver,” she said. Zebra Technologies focuses on enabling real-time visibility across healthcare environments, providing tools that support communication, data capture, and workflow optimization at the point of care. These solutions help ensure that clinicians can access accurate patient information quickly, reducing delays and minimizing the risk of errors. The discussion also highlighted the growing importance of integrating technology seamlessly into clinical workflows. Solutions must be intuitive and reliable so that healthcare professionals can focus on patient care rather than navigating complex systems. As healthcare organizations continue their digital transformation journeys, conversations at HIMSS underscored the need for technologies that empower clinicians, improve operational efficiency, and support better patient outcomes through timely, actionable data. Learn more about Zebra Technologies: https://www.zebra.com/us/en

“You can build the most reliable system in the world, but if you can’t see what’s happening, you can’t manage it,” says Jake Jacoby, CEO of TELCLOUD. In the latest episode of the TELCLOUD POTS and Shots Podcast Series, Doug Green, Publisher of Technology Reseller News, speaks with Jacoby about a critical component of modern POTS replacement deployments: visibility, monitoring, and proactive management. As organizations transition away from legacy copper lines, replacing them with wireless and IP-based solutions, the need for real-time insight into system performance becomes essential—particularly for life-safety applications such as fire alarms, elevators, and emergency phones. Jacoby explains that while traditional copper lines were relatively simple, modern POTS replacement solutions are part of a broader, more dynamic infrastructure that includes cellular connectivity, network routing, and power systems. This complexity makes centralized monitoring and alerting a necessity rather than a luxury. Through TELCLOUD’s platform, partners and customers gain the ability to monitor device status, connectivity, and power conditions in real time. This allows them to identify issues before they become failures, reducing downtime and ensuring compliance with safety requirements. The discussion also underscores the value this creates for channel partners and MSPs. By offering managed visibility and support, partners can deliver ongoing value beyond installation, strengthening customer relationships and generating recurring revenue opportunities. Jacoby emphasizes that the goal is not just to replace copper, but to improve upon it. “With the right monitoring in place, you’re not just matching the reliability of the old network—you’re exceeding it,” he notes. As the copper sunset accelerates globally, solutions that combine connectivity, backup power, and intelligent monitoring will define the next generation of life-safety communications infrastructure. The episode concludes with the series’ signature Shots segment, featuring another premium sipping tequila—continuing the tradition of pairing serious telecom discussions with a lighter, conversational close. For more information, visit https://www.telcloud.com/ or call 844-900-2270.

Amitha Pulijala, Chief Product Officer at Cyara, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about the growing importance of assuring customer experiences across increasingly complex digital and voice engagement channels. Pulijala explained that as organizations deploy more advanced customer engagement technologies—including AI-driven chatbots, voice assistants, and automated workflows—they must ensure that every step of the customer journey works reliably. Cyara focuses on providing tools for testing, monitoring, and optimizing these experiences so enterprises can quickly identify issues before they impact customers. “Enterprises are deploying more automated and AI-powered interactions, and they need assurance that those journeys are working exactly as intended,” Pulijala said. Cyara’s platform allows organizations to simulate and continuously test customer interactions across voice and digital channels. These capabilities help companies identify broken workflows, performance bottlenecks, and other issues that could disrupt the customer experience. The discussion also highlighted how customer journey assurance is becoming more critical as AI-driven engagement expands across industries. Enterprises need visibility into how automated systems interact with customers and how those experiences perform over time. As organizations gathered at Enterprise Connect to explore the next generation of customer engagement technologies, Cyara emphasized the importance of ensuring that AI-powered customer journeys remain reliable, efficient, and optimized for positive customer outcomes. Learn more about Cyara: https://cyara.com/

Pedro Andrade, Vice President of AI at Talkdesk, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about how artificial intelligence is evolving from simple automation into a true digital workforce within contact centers. Andrade explained that the latest wave of AI adoption goes beyond task-based automation. Instead, organizations are beginning to deploy AI systems that can manage entire workflows and handle meaningful portions of customer interactions. “AI is no longer just a tool that performs individual tasks—it’s becoming a digital worker capable of managing complete processes,” Andrade said. Talkdesk is developing AI capabilities that help enterprises automate complex customer service operations while supporting human agents with real-time insights and guidance. These technologies allow contact centers to scale operations more efficiently while improving the quality and consistency of customer experiences. The conversation also highlighted how generative AI is already handling a significant share of customer interactions in many contact centers. As AI continues to mature, organizations are exploring how digital workers can collaborate with human agents to manage workloads more effectively. As discussions at Enterprise Connect continue to focus on AI-driven transformation across enterprise communications, Talkdesk is positioning its AI platform as a foundation for the next generation of intelligent, AI-powered customer service operations. Learn more about Talkdesk: https://www.talkdesk.com/

Julia Fraser, EVP Americas at Sinch, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about the company’s latest innovation in AI-powered voice communications and how enterprises are evolving their customer engagement strategies. Fraser discussed Sinch’s Voice Relay technology, which converts AI-generated text responses into natural voice conversations, enabling organizations to create more dynamic and human-like interactions in contact center environments. The platform allows enterprises to integrate their preferred AI models while delivering voice experiences that support conversational features such as barge-in and real-time dialogue. “Voice Relay allows companies to bring their AI into the voice channel in a way that feels natural and conversational for customers,” Fraser said. The solution is designed to give enterprises flexibility when deploying AI-driven voice applications. By allowing organizations to connect different AI models and platforms, Sinch enables companies to maintain control over how automated interactions are built and managed while expanding their use of conversational AI. Fraser also emphasized that voice remains a critical engagement channel even as digital messaging and automation continue to grow. Enterprises are increasingly looking for ways to combine AI capabilities with voice communications to deliver more efficient and personalized customer experiences. As discussions at Enterprise Connect continue to focus on AI-driven communications innovation, Sinch is positioning Voice Relay as a key technology for bringing intelligent automation into voice interactions across customer service and engagement environments. Learn more about Sinch: https://sinch.com/

Mike Myer, CEO of Quiq, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about how artificial intelligence is transforming customer engagement across voice and digital channels. Myer explained that organizations increasingly need to manage conversations across the entire customer journey, whether those interactions are handled by human agents or AI-powered automation. Quiq focuses on enabling businesses to orchestrate these conversations across messaging, voice, and digital channels while ensuring a consistent and personalized experience. “Customers expect seamless conversations regardless of the channel they use, and AI is helping organizations deliver that at scale,” Myer said. Quiq’s platform allows enterprises to combine automation with human support, enabling AI systems to handle routine inquiries while escalating more complex issues to human agents. This hybrid approach helps organizations improve efficiency while maintaining high-quality customer experiences. The discussion also highlighted how enterprises are moving toward omnichannel engagement models where conversations flow naturally between channels such as SMS, messaging apps, and voice interactions. AI-driven orchestration enables companies to manage these interactions more intelligently and respond to customers faster. As conversations at Enterprise Connect continue to focus on AI and customer experience innovation, Quiq is positioning its platform as a way for enterprises to manage and optimize conversations across the entire customer lifecycle. Learn more about Quiq: https://quiq.com/

Vanessa Hearn, Director of Channel at Intrado, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about the growing importance of emergency communications, E911 compliance, and unified notification systems for modern enterprises. Hearn explained that organizations today face increasing regulatory requirements related to emergency communications, particularly around E911 compliance for enterprise voice systems. As businesses adopt cloud communications and hybrid work environments, ensuring accurate location data and reliable emergency calling capabilities has become critical. “Enterprises must ensure that when someone dials 911, the call is routed correctly and responders know exactly where help is needed,” she said. Intrado has been expanding its solutions to help organizations manage these requirements while improving overall safety communications. One example discussed during the conversation was the company’s OneAlert platform, which unifies emergency notifications across multiple channels. This allows organizations to quickly distribute alerts for incidents such as security threats, facility emergencies, or weather-related disruptions. The discussion also highlighted the role of channel partners and service providers in helping enterprises deploy compliant and reliable emergency communication systems. As communications infrastructures become more complex, organizations increasingly rely on partners to ensure that safety requirements are properly addressed. As discussions at Enterprise Connect continue to emphasize the convergence of cloud communications, security, and compliance, Intrado’s solutions demonstrate how unified emergency communications are becoming an essential part of enterprise infrastructure. Learn more about Intrado: https://www.intrado.com/