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

  1. 5h ago ·  Video

    Your Outsourcing Partner Should Beat What You Do at Home

    In his Wisdom From The Patio video series, Kongusto founder and President Joel Ciniero argues that companies that treat outsourcing as a cost play are setting the wrong expectation from day one. Say the word “outsourcing” to most business owners, and the first thoughts are usually cheap and low quality. According to Joel Ciniero, that assumption shapes how many companies move forward, and it’s where the trouble begins. At first, Ciniero says, the approach seems to work. “It works fine until you stand up and the full weight of your scaling, your product, your customers all come to bear on your shoulder.” That’s when the reality sets in. “You start to feel the claws digging in your shoulders and into your hips, and you realize it wasn’t as easy a lift as I thought it was going to be.” His answer is to raise the standard before the partnership begins. “As companies, we should not outsource for kind of the average,” he says. “We should outsource for excellence.” For Ciniero, that means holding an outsourcing partner to a clear expectation: “We should have an expectation of our outsourcing partners that they can perform better than we’re performing that same service at home, not just cheaper.” For telecom providers, managed service providers, contact centers, and other organizations weighing an outsourcing partner, the idea reframes the evaluation. The question worth asking goes beyond what a partner will cost. It’s whether that partner can do the work better than the company can on its own, especially when growth puts real pressure on the service. It’s a pointed message from an executive who leads a nearshore outsourcing company and is holding his own industry to a higher bar. The takeaway: Outsourcing for the lowest price may hold up early on, but outsourcing for excellence is what holds up once the business is under real weight. Watch Joel Ciniero’s “Outsourcing for excellence” video, part of his Wisdom From The Patio series. Connect with Joel Ciniero Joel Ciniero is President and Founder of Kongusto, a nearshore outsourcing company. To learn more about his perspectives on business leadership, workforce strategy, and outsourcing excellence, visit www.kongusto.co or contact him at joelc@kongusto.co.

  2. 6h ago ·  Video

    Viirtue MCP Connects AI Directly to the Communications Stack, Podcast

    By Doug Green “You can work from the AI you already use instead of jumping between portals.” In this Technology Reseller News podcast, Daniel Rosenrauch of Viirtue discusses the launch of Viirtue MCP, a white-label Model Context Protocol server designed to connect AI platforms such as ChatGPT, Claude, Codex, Grok and Gemini directly to the Viirtue communications environment. MCP, or Model Context Protocol, is an open standard that allows AI systems to connect with outside tools and data. For Viirtue partners and customers, that means an AI assistant can pull communications data, analyze activity and increasingly take action without requiring the user to log into a separate portal. Rosenrauch demonstrated queries such as asking how many calls came into a sales line, how many were new prospects, what prospects were asking about, how many agents were available in a queue and why certain calls were transferred. The system can also take action. Users can log agents in and out of queues, adjust settings and build workflows directly through the AI interface. For enterprise customers, Rosenrauch says the opportunity is particularly strong in regulated industries. Viirtue MCP includes governance controls ranging from no-access and metadata-only modes to redacted and full-access modes. In healthcare, the redacted mode is designed to remove protected health information before data reaches the AI, while maintaining audit logging and access controls. That can allow healthcare organizations to use AI to analyze communications while addressing HIPAA-related requirements. Sales organizations can also use the system to analyze transcripts across multiple conversations and identify patterns, such as which offers produce stronger close rates or which customer questions appear most frequently. For MSPs, Rosenrauch sees an equally important operational use case: troubleshooting. A partner managing many customers could ask the AI to locate an account, review call traces and help diagnose why calls are dropping or why a call flow is not performing as expected. Rosenrauch says more than half of respondents in a recent Viirtue partner poll identified troubleshooting as the first way they planned to use MCP. The service is included at no additional cost for Viirtue customers, including smaller deployments. For partners, Rosenrauch says that creates both a competitive differentiator and a way to simplify support, administration and reporting. His broader message is that MCP connectivity is moving quickly toward becoming table stakes. Visit Viirtue.com to learn more or request a demo.

  3. 6h ago ·  Video

    Crexendo NetSapiens Passes Eight Million Users as Partner Ecosystem Expands, Podcast

    By Doug Green “We’re growing through our partners, and that partner community is what made eight million users possible.” In this Technology Reseller News podcast, Jon Brinton of Crexendo discusses a major milestone for the NetSapiens platform: more than eight million active users, reached roughly five years after Crexendo and NetSapiens came together. Brinton says the platform had fewer than 1.75 million users at the time of the merger. Since then, the user base has more than quadrupled, driven largely by the service providers and licensees building their own offerings on NetSapiens. Today, the platform supports roughly 250 service providers globally. Brinton says many newer licensees have migrated from legacy platforms such as Metaswitch and BroadSoft, while the overall licensee base has continued to expand. A major part of the model remains what Crexendo calls “sessions, not seats.” Instead of licensing strictly by individual user seats, NetSapiens is licensed on concurrent usage. Brinton says that gives partners greater flexibility to create their own service packages, user profiles and pricing models. The platform is also designed to operate under the partner’s own brand. That becomes increasingly important as service providers move beyond basic UCaaS and build solutions around specific verticals. Brinton points to the NetSapiens ecosystem as a major growth engine. Partners can combine the core platform with additional technologies in areas such as AI, contact center, mobility and customer experience. Tango Networks is one example, allowing partners to extend UC capabilities to a user’s native mobile dialer. Brinton says the model lets providers tailor offerings around markets ranging from education and professional services to highly specialized verticals. That can also support higher revenue per user. “When you add these new applications and really make the solution fit a specific vertical, partners can command significantly higher revenue and margin,” Brinton says. Crexendo is also preparing a major NetSapiens platform update, version 46, known as NetSapiens Flow. Brinton says feedback from some licensees has been that the changes are substantial enough to feel more like a new platform than a simple version update, with a redesigned user interface and changes across core functionality. Those developments will be a major focus at the upcoming NetSapiens User Group Meeting in Austin. The annual UGM brings together licensees and ecosystem partners to share best practices, demonstrate new applications and explore how they are building differentiated services on top of NetSapiens. For Brinton, the eight-million-user mark is ultimately a reflection of that community. Visit Crexendo.com and NetSapiens.com to learn more.

  4. 8h ago ·  Video

    Retail Peak Readiness: The OMS May Not Be the System That Fails First, Podcast

    By Doug Green “The OMS may make the right decision, but if the runway is blocked, the plane still can’t land.” In this Technology Reseller News podcast, solutions architect Hanuman Gali discusses a problem retailers often underestimate heading into Black Friday and the holiday season: peak failures frequently happen between systems rather than inside the order management system itself. Gali says retailers should think of peak season as a period stretching from early October through early January, with individual companies running promotions at different points depending on sales goals and inventory. The order management system may sit at the center of the process, but it depends on many other systems operating correctly. Those include payment gateways, warehouse management systems, inventory systems, store systems, queues, APIs and network connections. Gali compares the OMS to an air traffic controller. It may correctly determine the best store or warehouse to fulfill an order, but if the communications path to that location is blocked or delayed, the order still does not move. Inventory latency is another major risk. A system may show five units available even though some are damaged, already committed or simply not reflected correctly because of a delayed update. During normal operations, those gaps may be small. During Black Friday volumes, even a few minutes of delay can result in overselling, back orders and cancellations. Ship-from-store adds another layer of complexity. Stores may technically have inventory, but fulfillment can still fail because employees are busy with customers, network connectivity is weak, systems are not updated, or basic equipment such as carts, totes or pallet jacks is unavailable. Gali says technology teams therefore need to look beyond software alone. His peak-readiness checklist includes code and configuration freezes well ahead of major sales events, realistic volume forecasting and load testing at 1.5 to 2 times expected demand. Teams should also review database health, queue depth, API performance, certificates, passwords, cache, logs and monitoring thresholds. Operational runbooks are equally important. If a queue backs up, an integration stops responding or another component fails, teams should already know what steps to take rather than developing a response in the middle of the event. Gali also recommends documenting what happened after every peak period and feeding those lessons into the next readiness cycle. The takeaway is simple: retailers should not assume the OMS is the only system that matters. Peak performance depends on the entire chain around it.

  5. 1d ago ·  Video

    Nobody Saved Their Way to Success: Why Revenue Growth Is the Real Turnaround Strategy

    In his Wisdom From The Patio video series, Kongusto President and founder Joel Ciniero explains why leaders who focus on trimming expenses may be overlooking the one lever that actually moves a business forward. When a company is struggling, the first instinct is often to open the P&L and start cutting. But according to Joel Ciniero, that instinct has a limit, and he saw it firsthand while working in mergers and acquisitions. When you take over a troubled company, Ciniero explains, some costs simply can’t be cut. “You can save money by getting rid of your telephone system, but you can’t run a business,” he says. “You can save money by not buying desks, but you’d have nowhere for people to sit.” Eventually, the savings run out, and leaders are left with a harder question: How do you save the company? Ciniero’s answer is revenue growth. “Just simply sell more of your product, where you hopefully have some profit margin built in.” He sees the opposite pattern in many CEOs and business operators, who comb through the P&L looking for a few dollars to save here and a few more there. When that becomes the goal, Ciniero warns, the business suffers. “Nobody saved their way to success. They earned it.” For telecom providers, managed service providers, contact centers, and outsourcing organizations, the idea is worth considering. Cost control still deserves attention, but it has a ceiling, while the ability to grow revenue does not. Winning new customers and selling more of what the business already does well is where leadership time creates the most value. It’s a grounded perspective from an executive whose M&A experience gave him a close look at companies in trouble and what it takes to turn them around. The takeaway: Cutting costs can buy a business time, but growing revenue is what gives it a future. Watch Joel Ciniero’s “You can’t save your way to success” video, part of his Wisdom From The Patio series. Connect with Joel Ciniero Joel Ciniero is President and Founder of Kongusto, a nearshore outsourcing company. To learn more about his perspectives on business leadership, workforce strategy, and outsourcing excellence, visit www.kongusto.co or contact him at joelc@kongusto.co.

  6. 4d ago ·  Video

    Reliability Is the New Innovation: How MSPs Can Turn Resilience Into Competitive Advantage, Leaseweb Podcast

    By Doug Green The latest technology isn’t always the greatest competitive advantage. Sometimes, it’s the ability to keep customers running when something goes wrong. In this Technology Reseller News podcast, Doug Green speaks with Peter Siler, sales manager at Leaseweb USA, about the company’s article, “Reliability Is the New Innovation.” Their conversation explores why reliability, resilience, and predictable infrastructure costs are becoming increasingly important for managed service providers. Siler explains the distinction between uptime and true resilience. While uptime measures service availability, resilience addresses what happens when infrastructure fails, including how quickly systems recover and whether services can continue operating across different locations. The discussion examines how hybrid and multi-cloud environments can introduce hidden single points of failure, why disaster recovery requires more than a backup plan, and how MSPs can design infrastructure around their customers’ actual business requirements. Siler also discusses Leaseweb’s global infrastructure, its flexible approach to cloud deployment and the importance of avoiding unnecessarily complex or expensive solutions. For MSPs, resilience can also create new recurring revenue opportunities through monitoring, cybersecurity, capacity planning and disaster recovery services. The message is that reliability is not simply a technical specification. It can be a business differentiator, a customer retention strategy and an opportunity for MSPs to deliver greater value. Read the original article: https://telecomreseller.com/2026/09/29/reliability-is-the-new-innovation/ Learn more about Leaseweb: https://www.leaseweb.com

  7. 4d ago ·  Video

    Staas Fund: Voice AI Is Becoming an Investable Platform for Human-Centered Care, Podcast

    By Doug Green “Voice is absolutely central.” In this Technology Reseller News podcast recorded at vCon in Atlanta, Peter Saddington, General Partner and CEO of Staas Fund, discusses why voice AI is attracting serious venture investment and why he sees voice as a foundational interface for the next generation of intelligent applications. Staas Fund, short for Strategy as a Service, is an Atlanta-based venture studio and investment fund focused on early-stage companies. Saddington says the firm typically writes checks ranging from $50,000 to $250,000 while also helping portfolio companies with technology, software development, marketing and operations. Over the last year, Saddington says he has invested in two AI startups focused specifically on voice and telecom. That, he argues, is a signal worth watching. Saddington describes himself as a techno-optimist and says he looks for AI companies that can improve productivity, reduce friction and create better outcomes for people. Healthcare is one example. He points to voice AI as a way to handle routine triage, reduce time spent waiting on the phone and make common interactions with healthcare providers faster and more efficient. But Saddington believes the opportunity goes further. “If we can get voice right, then care might come through AI technology,” he says. That may sound counterintuitive in a market where AI is often criticized as impersonal, but Saddington argues that improvements in latency, context, emotional nuance and conversational quality are changing what voice systems can do. Voice, he says, was previously treated as secondary because the technology simply was not good enough. The missing ingredient was emotional and contextual fidelity. Today, that gap is narrowing. Saddington says users are now listening for subtle signs that an AI-generated voice is artificial — a milestone that, in his view, shows just how far the technology has advanced. For entrepreneurs and investors, that creates an opportunity. The companies that can close the remaining gap between synthetic and natural conversation may be able to unlock new use cases across healthcare, customer experience and other industries where trust, clarity and human interaction matter. Saddington’s message is simple: voice is no longer an add-on. It is becoming one of the central interfaces through which AI will interact with people. Search Peter Saddington online to learn more about Staas Fund and his investment work.

  8. 5d ago ·  Video

    Vobiz AI Builds Telecom Infrastructure for Voice AI, Podcast

    By Doug Green “Traditional telecom was built for human-to-human calling. We designed the communications layer for AI agents.” In this Technology Reseller News podcast recorded at vCon in Atlanta, Vikash and Anubhav of Vobiz AI discuss why voice AI needs telecom infrastructure built specifically for AI agents. Vobiz is targeting AI agent developers, enterprises and service providers moving traditional contact center traffic toward AI. Vikash says legacy telephony was largely designed around 8 kHz human voice traffic. Vobiz delivers higher-fidelity 16 kHz and 24 kHz audio, along with noise cancellation, voice isolation, forward error correction and packet-loss concealment. The goal is to give speech-to-text systems better audio while allowing AI developers to focus on the agent rather than the underlying telephony. Vobiz also emphasizes speed. Customers can complete KYC, obtain a number, connect it to an AI platform and make a first call in less than 10 minutes. For larger deployments, the platform includes campaign management, number-health monitoring, automated number rotation and retry management. Anubhav says Vobiz is also building a pre-call intelligence layer that can help determine which number, route, time and communications channel is most likely to reach a customer. That intelligence can extend across voice, SMS, WhatsApp, RCS and other channels. For MSPs and channel partners, the company offers an API-first model that can simplify entry into telecom and AI voice services. Vikash says Vobiz is available in approximately 130 countries and is already handling hundreds of millions of calls per month. The company’s broader vision is to move from telecom infrastructure to an intelligent communications layer built for AI. Visit Vobiz.ai 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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