Telecom Reseller / Technology Reseller News

Telecom Reseller
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Communication AI, vCons, CPaaS, CCaaS, UCaaS, Mobility, Security. Reporting on how the world communicates.

  1. 17h ago ·  Video

    Abacus: MSP M&A Still Comes Down to People, Culture and Customer Outcomes, Podcast

    By Doug Green “The most important thing in a services business is the people.” In this Technology Reseller News podcast recorded at MSP Summit, Jonathan Bohrer, Global President of Abacus, discusses the changing MSP mergers and acquisitions market, what makes an acquisition work and why culture remains as important as financial performance. Abacus is an MSP focused on highly regulated industries, particularly financial services and healthcare. Its services span core IT and infrastructure, cybersecurity, penetration testing, incident response, vulnerability assessment and AI enablement and governance. Bohrer brings an unusual perspective to M&A. He was an early employee at Abacus when the company was much smaller, has experienced selling a business himself and is now on the other side of the table acquiring MSPs. Abacus has completed 15 acquisitions over roughly 15 years and has grown to nearly 1,000 employees. For Bohrer, successful acquisitions start with culture. “When I’m sitting down with a seller and the first thing they ask is, ‘What happens to my people?’ that tells me something,” he says. “If the second question is about the customers, I know we probably have something good.” Abacus follows a full post-merger integration model. Rather than maintaining a collection of separate MSP brands, acquired companies become part of one Abacus organization. Bohrer says that gives employees greater access to opportunities across the business while allowing the company to share best practices more effectively. He argues that good financial performance and strong culture are also closely connected. Employee engagement affects customer experience. Customer experience affects retention. And retention ultimately shows up in the same financial metrics buyers examine during an acquisition. Bohrer is also optimistic about AI. Rather than viewing it as a threat to MSPs, he sees it as another technology shift that can help providers deliver better customer outcomes with greater speed and efficiency. “AI is an opportunity,” Bohrer says. “It allows us to do what we already do better, faster and more accurately.” His message to MSP owners considering an eventual sale is that valuation may start with numbers, but the quality of the business still comes down to its people, customers and culture. Visit AbacusTechnology.com to learn more.

  2. 18h ago ·  Video

    Fornix: MSPs Need to Prepare Now for a More Accountable 2027, Podcast

    By Doug Green “2027 is already here.” MSPs are entering a period of greater accountability, where technical expertise alone may no longer be enough. In this Technology Reseller News podcast recorded at MSP Summit, Charlene Ignacio of Fornix explains why compliance, cybersecurity insurance, breach planning and stronger business processes are becoming essential parts of the MSP model. Fornix works with MSPs, MSSPs and channel vendors to help build stronger relationships and identify new growth opportunities. At MSP Summit, the company is also hosting its MSP Village, bringing together vendors and service providers in one shared space designed to encourage direct conversations between the channel and the companies supporting it. Ignacio says the MSP lifecycle has changed dramatically. Many MSP owners began as what she calls “accidental entrepreneurs” — technologists who left corporate jobs, started businesses and then had to learn sales, marketing, finance, operations and compliance along the way. That model is becoming more difficult to sustain. “Being a business owner and being a technician have to get aligned,” Ignacio says. Compliance requirements, cybersecurity insurance, breach response planning and customer expectations are all increasing the level of accountability placed on MSPs. Ignacio argues that MSPs can no longer rely on informal processes or assume customers will overlook gaps in governance. “The Wild Wild West is going away,” she says. As security incidents increase and customers become more aware of risk, MSPs are increasingly expected to demonstrate that they have documented processes, appropriate controls and a clear plan for what happens when either the MSP or its customer experiences a breach. That creates both pressure and opportunity. MSPs that invest in the business side of their operations — including compliance, vendor selection, documentation and risk management — can position themselves as more mature and trusted providers. Ignacio will expand on those themes during her MSP Summit session on the MSP lifecycle, bringing MSPs and vendors together to discuss what partners should be preparing for as they move into 2027. Visit Fornix to learn more about its channel programs and MSP community initiatives.

  3. 19h ago ·  Video

    Amanah Tech Gives MSPs a Canadian Data Center Option for AI and Cloud Workloads, Podcast

    By Doug Green “Don’t keep all of your data in one location.” In this Technology Reseller News podcast recorded at MSP Summit in Orlando, Nazar Freeny, CEO of Amanah Tech, discusses the growing demand for Canadian data center capacity, data sovereignty and alternatives to putting every workload into the public cloud. Amanah Tech is a Toronto-based IT and data center services provider operating from 151 Front Street West, one of Canada’s most important connectivity and data center locations. The company provides colocation and dedicated server services for businesses, MSPs and service providers supporting AI and other data-intensive applications. Freeny says AI is helping drive renewed attention toward physical infrastructure. Autonomous systems, AI applications and other emerging technologies generate enormous amounts of data, creating new requirements around storage, compute, connectivity and proximity. For U.S.-based MSPs serving Canadian customers, data location is also becoming a bigger consideration. Freeny says many Canadian organizations increasingly want their information hosted inside Canada, creating an opportunity for MSPs to establish a Canadian infrastructure presence without having to build their own facilities. That fits into a broader shift he sees away from automatically putting every workload into a hyperscale public cloud. Public cloud remains important, but Freeny says customers are increasingly looking at cost, control, security and the ability to determine exactly where their data resides. That can lead toward hybrid environments combining cloud services with dedicated infrastructure or colocation. With colocation, customers bring their own hardware while Amanah Tech supplies secure space, power and connectivity. With dedicated servers, Amanah Tech provides the equipment and infrastructure for the customer. For MSPs, Freeny says geographic diversification can also become part of the infrastructure strategy. Rather than depending entirely on a single country, provider or cloud environment, partners can give customers additional choices around where workloads and data are located. His message to MSPs is straightforward: diversify. “Politics change. Business dynamics change,” Freeny says. “Always try to diversify your presence and your opportunities.” Visit Amanah.com to learn more.

  4. 19h ago ·  Video

    GreenLink Networks Expands MSP Voice Portfolio with New Snom Partnership, Podcast

    By Doug Green “The benefits we receive from Snom are benefits we can pass directly through to our MSP partners.” In this Technology Reseller News podcast recorded at MSP Summit in Orlando, Uriel Martinez of GreenLink Networks discusses the company’s new partnership with Snom and how the expanded hardware portfolio can create new options for MSPs serving retail, healthcare and hybrid-work customers. GreenLink Networks is a channel-focused VoIP provider that has served MSPs since 2014. The company also provides SIP trunking for partners using platforms such as 3CX. Martinez says GreenLink has historically remained hardware agnostic, but the company saw an opportunity to build a deeper relationship with Snom because of its product range, support and partner benefits. One key advantage is Snom’s three-year warranty on devices, which GreenLink can extend to its MSP partners and their customers. The company is particularly interested in Snom’s M-Series DECT portfolio. Martinez says the ability to deploy both cordless handsets and DECT desk phones from the same base station can be especially valuable in environments where running new network cabling is expensive or impractical. That can include medical offices, retail locations and older buildings where brick or block construction can make cabling projects difficult. GreenLink is also testing a broader selection of Snom SIP endpoints, including desk phones and headsets. Headsets are becoming increasingly important as customers move between offices, home environments and mobile applications. Martinez says a high-quality communications platform still depends on the quality of the endpoint. “You can have great service, but if the customer is using a poor headset, the experience is still going to be poor,” he says. For MSPs, the larger GreenLink value proposition remains its channel-only approach. Martinez says the company was originally created by an MSP and understands the challenges smaller providers can face when dealing with large carriers. Whether the partner is a small MSP or a larger organization operating across multiple locations, GreenLink’s goal is to provide the same level of attention and support. GreenLink and Snom are jointly exhibiting at MSP Summit as they introduce the partnership to the channel. Visit GreenLinkNetworks.com to learn more.

  5. 19h ago ·  Video

    CallTek Brings White-Label IT Support—and a Little Beekeeper Humor—to MSP Summit, Podcast

    By Doug Green “We help keep the bad guys out all day, every day, 24/7.” In this Technology Reseller News podcast recorded at MSP Summit, Josh Bergen of CallTek is joined by Jason S., “The Beekeeper,” for a lighthearted conversation about a serious subject: helping MSPs protect customers, support users and keep critical systems running. CallTek provides white-label IT support for MSPs, with teams in Kenya and the Philippines supporting customers in the U.S. The company offers Tier 1, Tier 2 and Tier 3 technical support, along with NOC and SOC capabilities. The “Beekeeper” theme is a tongue-in-cheek reference to dealing with cyber criminals when everything else fails. The real work, Bergen says, is about making sure things never reach that point. CallTek works behind the scenes for MSPs, using many of the cybersecurity, endpoint and monitoring tools already familiar to the channel. That can include EDR, SIEM, antivirus, web filtering and other technologies selected by the MSP. “We don’t resell the software,” Bergen says. “We help operate and support it.” That model allows MSPs to expand their technical capabilities without having to build every layer of support internally. CallTek says it currently works with roughly 100 MSP customers in the U.S. and has a significant presence in hospitality, including support for hotel Wi-Fi environments. The company also works in verticals including nursing homes, multifamily housing, senior living and healthcare. Those environments raise the stakes considerably. Keeping a hotel network running is important, but in healthcare and senior living, Bergen notes that technology can also connect to systems supporting patient monitoring and other critical functions. For MSPs, the value proposition is straightforward: add operational depth, extend support coverage and strengthen security without losing the customer-facing relationship. And if all else fails? That is where “Tier 6 support” and the Beekeeper joke come in. Visit CallTekInc.com to learn more.

  6. 1d ago ·  Video

    PRESHai Helps MSPs Put AI to Work Inside Existing Business Processes, Podcast

    By Doug Green “AI is here. The challenge is figuring out how to actually put it into your business.” In this Technology Reseller News podcast recorded at MSP Summit, Paul Radcliffe of PRESHai discusses how the company is helping MSPs and other channel organizations move beyond AI experimentation and put intelligence directly into their existing workflows. PRESHai is an AI solution and services provider working with MSPs, solution providers, distributors and vendors across the IT channel. Radcliffe says the company focuses on areas where businesses face bottlenecks, repetitive manual steps or operational friction. Rather than offering a one-size-fits-all AI product, PRESHai works with customers to understand how their teams operate, what technology they already use and where automation can create measurable value. “Everyone has a different workflow, a different tech stack and a different way of operating,” Radcliffe says. That makes customization particularly important for MSPs. PRESHai can help identify processes that are slowing teams down and then build an intelligence layer around those workflows. The goal is to make the business more efficient without forcing the MSP to completely change the way it operates. Radcliffe says that is very different from simply giving employees an AI license and telling them to start using it. The company also practices what it advocates. PRESHai produces a weekly podcast, Model Behavior, featuring Radcliffe, his business partner and Archer, an AI agent that serves as an orchestrator for other agents operating inside the company. The podcast is one way PRESHai demonstrates how AI agents can participate directly in everyday business activities rather than remaining a theoretical technology. For MSPs, Radcliffe says the opportunity is to move from discussing AI to identifying specific business problems it can solve. PRESHai does not compete with MSPs. Instead, the company positions itself as an AI partner that can help channel organizations add intelligence and automation to their existing services and operations. Visit PRESH.ai to learn more and look for the Model Behavior podcast on YouTube.

  7. 1d ago ·  Video

    Kongusto Helps MSPs Turn Human Capital into a Competitive Advantage, Podcast

    By Doug Green “Technology is becoming a commodity. Your people don’t have to be.” In this Technology Reseller News podcast recorded at MSP Summit, Joel Ciniero of Kongusto discusses how MSPs can use outsourcing differently—not simply to cut costs, but to improve service, increase operational speed and strengthen customer relationships. Kongusto is a Central America-based BPO and outsourcing provider serving English-speaking markets including the United States, Canada and the UK. Ciniero acknowledges that outsourcing often carries a negative image: low cost, weak customer experience and limited understanding of the business. He argues that it does not have to work that way. For MSPs, where customer relationships are often built directly with owners, salespeople and technical teams, handing off customer-facing work can feel risky. Kongusto’s approach is to integrate more closely with the MSP and become an extension of the business rather than simply a low-cost labor source. That matters because, Ciniero says, technology itself is becoming increasingly commoditized. Most MSPs can sell similar switches, cloud services and communications products. The bigger differentiator may increasingly be the quality of the people delivering the experience. “I call it premium human capital,” Ciniero says. That can create what he calls operational velocity—helping the MSP complete the same work faster and more efficiently. Ciniero also argues that outsourcing can contribute to revenue, not simply reduce expense. Properly integrated teams can support sales, customer service and other revenue-producing activities, creating what he describes as a “revenue force multiplier.” For MSP owners looking toward 2027, his message is to think beyond shaving a few dollars from operating costs. “You can’t save your way to success,” Ciniero says. “You have to make more money.” By combining technology with stronger customer-facing teams, MSPs may be able to differentiate themselves in a market where many of the underlying products increasingly look the same. Visit Kongusto.co to learn more.

  8. 1d ago ·  Video

    XTIUM Builds an AI-Native MSP Model Around Voice, Governance and Automation, Podcast

    By Doug Green “We’re not just building an AI MSP. We’re building an AI-native MSP.” In this special Technology Reseller News and Cloud Communications Alliance podcast, Byron Young, Chief Product Officer and General Manager of XTAI at XTIUM, discusses how the company is building AI directly into the managed services model. XTIUM is a full-stack MSP with services spanning voice, cloud, networking, security, professional services and AI. The company also licenses some of its internally developed platforms to carriers and other service providers. Young says the distinction between simply offering AI and becoming AI-native is important. XTIUM has created a dedicated AI business unit and built its own XTI platform to manage AI agents, orchestration, governance, security and token usage. The company’s XTI Orchestrator is designed to give enterprises a single governance layer across both XTIUM-built agents and third-party AI platforms. That includes controls around security, compliance, data access, personally identifiable information and AI spending. “AI has to be something the CFO, the CISO and the auditors can all agree on,” Young says. Voice becomes a major AI use case One of XTIUM’s biggest areas of focus is XTI Voice. Young says the platform can use AI to handle many of the interactions traditionally performed by contact center agents, including appointment scheduling, product questions and other customer service tasks. One XTIUM customer handles more than one million calls per month across roughly 1,500 retail locations. The goal is not necessarily to eliminate the human workforce, but to allow AI to handle routine interactions while employees focus on more complex situations. The AI can operate 24/7, support dozens of languages and connect directly with customer databases and business systems through APIs. Young says that creates a straightforward business case: lower operating costs while potentially improving customer experience and response times. Another advantage of the XTI approach is consistency. The same AI agents and models can support voice, chat, email and other channels, helping ensure that customers receive consistent information regardless of how they interact with the business. For MSPs, Young believes AI will increasingly separate providers that simply resell technology from those capable of delivering integrated, governed automation. “The bar for what qualifies as an AI MSP is going to get much higher,” Young says. Visit XTIUM.com to learn more.

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Communication AI, vCons, CPaaS, CCaaS, UCaaS, Mobility, Security. Reporting on how the world communicates.

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