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

  1. 2d ago ·  Video

    Sinch Uses AI to Track How World Cup Communication Changes Under Pressure, Podcast

    By Doug Green “Under pressure, communications become a lot more predictable.” What can the language used by World Cup coaches teach businesses about artificial intelligence, customer engagement and human behavior? In this Technology Reseller News and Cloud Communications Alliance podcast, Sophie Cheng, Chief Marketing Officer at Sinch, discusses the company’s xC — Expected Cliché — Tracker and what it revealed about how leaders communicate when the stakes rise. Sinch analyzed coaches’ press conferences across six languages, comparing their comments against a dictionary of 205 familiar soccer expressions. AI identified recurring patterns, while Sinch’s editorial teams reviewed the results to account for cultural context, nuance and meaning. The findings showed a clear shift as tournament pressure increased. Sinch found 50% more clichés after the group stage, with coaches moving away from tactical explanations and toward familiar expressions involving “heart,” “belief” and “togetherness.” References to mentality, spirit and courage rose from 8% of clichés during the group stage to 24% during the Round of 16. “When you’re in a very high-stakes environment, people are watching your every word,” Cheng says. “It becomes easier and more familiar to refer back to clichés or standard terminology that we’re all used to.” Those phrases may sound repetitive, but they can also give leaders a safe and recognizable way to communicate during emotional or uncertain moments. The broader lesson extends well beyond sports. Organizations generate enormous volumes of conversational data through contact centers, email, messaging and voice interactions. AI-powered language analysis can help identify changing sentiment, recurring concerns and communication patterns that might otherwise be missed. For service providers, partners and enterprises, the opportunity is to combine the speed of AI with human context and judgment. Listen to the podcast to learn how Sinch used AI, multilingual analysis and human oversight to examine World Cup communication—and what the project reveals about communicating under pressure.

  2. 2d ago ·  Video

    Avaya Nexus Brings Cloud Innovation to Mission-Critical Enterprise Communications, Podcast

    By Doug Green “Modernization does not have to mean abandoning the reliability, security and control organizations already depend on.” In this Technology Reseller News podcast, Darrell Butler, Senior Director of Product Management at Avaya, discusses how Avaya Nexus™ is designed to modernize critical enterprise communications while preserving the resilience required by government, healthcare, financial services, defense and other highly regulated industries. For years, enterprise communications strategies were often framed around a “cloud-first” approach. Butler explains why many organizations are now taking a more measured view—combining the automation, scalability and innovation available through the cloud with the operational continuity and local survivability traditionally associated with on-premises infrastructure. Built on key components of the Avaya Aura® platform, Avaya Nexus provides a modernization path for existing Avaya customers without forcing them into a cloud-only deployment. Core capabilities can be delivered through the cloud while on-site gateways and endpoints help maintain communications if connectivity to the cloud is interrupted. Darrell Butler “If you get cut from the cloud and you still need your hospital—or whatever the operation may be—to keep its phone calls up, we can do that with Nexus,” Butler says. The conversation also examines Avaya’s continued commitment to Aura. Butler emphasizes that Aura is not going away and will continue to be supported and developed, while Nexus offers customers an additional path for modernizing their communications environments. AI is another important part of the strategy. Nexus supports capabilities including speech transcription and translation and is designed to connect with AI services available through Avaya Infinity™ and third-party platforms. At the same time, organizations retain control over how and where their communications data is used—an essential consideration for regulated and security-sensitive environments. Butler also discusses Avaya Government Cloud’s achievement of Impact Level 4 High authorization. The milestone strengthens Avaya’s position in the public sector and demonstrates its ability to support sensitive government communications and workloads. “We wanted to make sure that it wasn’t a big, heavy lift from a customer perspective. We’ll do the heavy lift,” Butler says. Additional Avaya Resources Avaya Announces Avaya Nexus™ Mission-Critical Voice Platform for Critical Communications in Highly Regulated Industries Avaya Government Cloud Achieves Prestigious IL4 H Certification, Reinforcing Commitment to National Security Journeys DC Panel: When Public Sector Communications Can’t Fail About Avaya Avaya is an enterprise software leader that helps organizations deliver exceptional customer and employee experiences. Its solutions enable enterprises and governments to orchestrate AI, intelligent workflows and human expertise across communications and customer interactions. Avaya supports cloud, on-premises and hybrid deployment models to meet each organization’s operational, security and business requirements. About Avaya Nexus Avaya Nexus is a critical communications infrastructure solution designed for organizations where communications cannot fail. It provides a secure and resilient voice foundation that supports cloud and on-premises capabilities while integrating with operational systems such as notifications, workflows and radio communications.

  3. 2d ago ·  Video

    TieTechnology: Why Better AI Starts with Better Audio, Podcast

    By Doug Green “The AI can only do so much.” Organizations are investing heavily in artificial intelligence, CRM automation, call recording, transcription and customer-experience analytics. But according to Mike Wehrs, Chief Operating Officer at TieTechnology, many are overlooking the first and most important link in that technology chain: the device capturing the conversation. In this Technology Reseller News podcast, Wehrs explains that AI cannot overcome poor information at the source. “If you don’t get those underlying data sets cleaned up, the AI can only do so much,” Wehrs says. “It can’t make up information. If it does, we call that hallucination—and generally, that’s not a good thing.” TieTechnology provides business-grade VoIP and communications services, but its role extends beyond simply connecting or recording calls. The company can process conversations, transcribe them, analyze sentiment, summarize the interaction and place the resulting information into a customer’s CRM platform. That makes the quality of the original audio increasingly important. A conversation is no longer something that is simply heard by two people. It can become searchable business data used for customer records, sales intelligence, compliance, employee coaching and AI-driven decision-making. Yet the headset or microphone capturing that conversation may receive very little consideration. “The people who do that are the same people who are ordering your coffee,” Wehrs says, describing how headsets are frequently selected without input from IT teams, speech-recognition specialists or the people responsible for AI and analytics. A low-quality headset may still allow two people to understand one another. That does not mean the recording is suitable for transcription, sentiment analysis or business-intelligence applications. “If you’re looking to make it searchable in a database and be able to run BI reports on it, that is nowhere close to the bar,” Wehrs says. The challenge becomes even greater in modern offices where organizations are using multiple wireless devices, Bluetooth headsets and Wi-Fi networks. What appears to be a phone-system, application or network problem may actually be interference or an unsuitable endpoint. TieTechnology helps businesses evaluate the complete communications environment, including employee roles, mobility requirements, workplace conditions and the applications that will rely on the captured voice data. The objective is not necessarily to purchase the most expensive device. It is to select technology that is fit for its intended purpose. “If the garbage that I get on the inbound, no matter how much I process it, I can’t make it less than garbage on the way out,” Wehrs says. For businesses hoping to gain more value from AI, the lesson is straightforward: better results begin with better inputs. “Improve the headsets that you’ve got that you’re letting your reps talk on,” Wehrs says. Listen to the podcast to learn why microphones and headsets should be viewed not simply as communications endpoints, but as data-acquisition tools at the foundation of the AI technology stack.

  4. 4d ago ·  Video

    Gearlinx Helps Partners Move from Remote Access to Operational Resilience, Podcast

    By Doug Green “Legacy out-of-band gets you in. Modern out-of-band should help you recover.” In this Technology Reseller News podcast, I speak with Todd Rychecky, President of Gearlinx, about how out-of-band management is evolving from a narrowly focused remote-access tool into a broader platform for network recovery, operational resilience and business continuity. Modern infrastructure is increasingly distributed across data centers, colocation facilities, branch offices, campus environments, edge locations and remote sites. When the primary network becomes unavailable, simply opening a console port may no longer be enough. Organizations need to know what equipment has been deployed, where it is located, whether it is reachable and what actions can be taken remotely to restore service. “The issue is not simply whether an engineer can reach a console,” Rychecky says. “It’s more about whether they can reach the console and still manage their business.” Gearlinx combines secure out-of-band management, cellular connectivity, automation, centralized cloud visibility and lifecycle management into a unified network resilience platform. The goal is to help customers diagnose problems faster, reduce downtime and avoid costly truck rolls. The company’s portfolio includes the NR4400 Network Resilience Platform for data center and high-density environments, along with Duckfone, a compact cellular connectivity device designed for edge and distributed locations. Both are brought together through ZERO, the Gearlinx centralized cloud-management platform. ZERO provides visibility into devices, locations, serial numbers, warranties, subscriptions and licensing information. That centralized approach addresses a common problem for enterprises and service providers: critical infrastructure information is often spread across spreadsheets, disconnected applications and separate vendor portals. Gearlinx is also approaching lifecycle management differently. Customers can select one-, three-, five- or seven-year licensing terms, allowing them to align technology investments with their own asset-depreciation and replacement schedules. Warranty coverage and subscriptions begin when equipment is activated through the cloud rather than when it is initially purchased. That can be particularly valuable for organizations that purchase equipment in volume and then deploy it gradually over several months. The platform also supports simplified co-terming, allowing customers and partners to bring licenses, warranties, support and software updates under a common renewal date. Rychecky says these capabilities represent the difference between basic network resilience and broader operational resilience. Operational resilience means giving IT teams the information and management tools they need before, during and after an outage—not simply providing an emergency connection to a console port. The solution is designed for organizations across manufacturing, healthcare, financial services, education, retail, AI infrastructure and other environments where downtime or dispatching a technician can be expensive. For resellers, VARs and MSPs, Gearlinx also creates an opportunity to move beyond a one-time hardware transaction. “Gearlinx enables partners to sell more than a console server,” Rychecky says. “It’s an annualized recurring revenue business model for the reseller and decreases capital spending for the customer.” Partners can attach cloud-management licenses, cellular connectivity, managed services, lifecycle planning, support and legacy hardware-refresh programs. That creates ongoing customer engagement and recurring revenue instead of ending the relationship after the initial equipment sale. “It helps resellers lead the business continuity and operational resilience conversation—not just a networking hardware conversation,” Rychecky says. “Partners are not limited to selling a box. They can build an ongoing resilience practice around the customer.” One discovery question can help partners begin that conversation: When your production network is unavailable, how does your team access, diagnose and recover that location? Learn more at Gearlinx.com.

  5. 4d ago ·  Video

    Akixi: Connected Experience Is the New UCaaS Differentiator, Podcast

    As UCaaS platforms become increasingly commoditized, Akixi says service providers can rebuild differentiation, customer value and revenue by connecting analytics, CRM, recording and AI into one experience. By Doug Green “Fragmentation doesn’t just cost service providers on renewal—it knocks their ability to win business too.” UCaaS was once one of the communications industry’s clearest growth stories. Today, however, many service providers are facing slower growth, tighter margins and declining revenue per seat as the major platforms become increasingly similar in their core capabilities. In this Technology Reseller News podcast, Andrew Cantle, Chief Revenue Officer at Akixi, explains why the next competitive opportunity is no longer the underlying communications platform alone. It is the connected experience that service providers and MSPs can build around it. Akixi began as a provider of real-time communications analytics. The company has since expanded its portfolio to include CRM integrations, call recording, AI-powered call scoring and sentiment analysis. These capabilities are brought together in the Akixi CX Suite, a value-added services layer designed to sit above platforms including BroadWorks, Webex and Microsoft Teams. Cantle says service providers are experiencing two pressures at the same time. Customer expectations are moving beyond basic reliability, while revenue per user continues to erode. The major UCaaS platforms now perform the fundamentals well, making it harder for providers to charge a premium based on the platform itself. That leaves providers looking for differentiation in the services surrounding the platform. Yet many are still managing separate vendors, dashboards and logins for analytics, recording, CRM integration and other capabilities. The result can be a fragmented customer experience and an equally fragmented sales story. At renewal, that fragmentation can push the conversation back toward price. A customer may value the individual services, but without a connected view of the business impact, the provider has little protection against a cheaper competitor. The same problem can hurt new sales when solution engineers must switch among multiple systems to demonstrate what is supposed to be one solution. AI is accelerating the shift. Capabilities that recently appeared advanced are quickly becoming expected. Akixi uses AI to analyze and score calls, evaluate sentiment and review far more customer interactions than a manager could assess manually. Instead of sampling a small number of calls, organizations can examine nearly every interaction and identify patterns in near real time. Cantle also points to compliance as an increasingly important use case, including for smaller businesses. AI can help organizations locate key statements, identify when specific terms were used and create a clearer evidence trail across call recordings, analytics and CRM records. Capabilities that were once affordable only to large enterprises are now becoming accessible to SMB customers through their service providers. Success, Cantle says, means giving customers direct visibility into measurable business outcomes—not simply adding another reporting layer. A connected experience can reveal productivity gains, staffing needs, coaching opportunities, agent performance, cost optimization and compliance evidence in one place. For service providers, the benefits extend beyond customer experience. Consolidating several value-added services under one vendor can simplify procurement, product management, training and support. It can also make it easier to develop a coherent proposition that sales teams can demonstrate and customers can understand. The larger message is that service providers remain well positioned because they already own trusted customer relationships. Those that connect their value-added services, demonstrate measurable outcomes and move beyond disconnected point solutions may be better able to protect renewals, win new business and rebuild average revenue per user. Listen to the podcast to learn why Akixi believes connected experience is becoming the new differentiator for UCaaS providers, MSPs and their customers. Learn more: https://www.akixi.com/

  6. 4d ago ·  Video

    Atera Moves AI Beyond Promises with Guaranteed IT Outcomes, Podcast

    By Doug Green “We see some customers with 70% autonomous resolution—and I’m talking about real resolution, not just giving an answer, but actually doing it for you and resolving the ticket completely.” AI vendors have filled the market with promises of productivity, automation and lower operating costs. Atera is taking a different approach: putting a measurable performance commitment behind its autonomous IT agent. In this Technology Reseller News podcast, I speak with Tal Dagan, Chief Product Officer at Atera, about Robin, the company’s autonomous IT agent, and what it means to move from AI experimentation to demonstrable operational outcomes. Atera began as an all-in-one professional services automation and remote monitoring and management platform. That foundation gives Robin access to both sides of an IT incident: the ticketing conversation with the employee and the device-level tools needed to diagnose and correct the problem. Dagan explains that Robin does more than suggest a troubleshooting step. When an employee reports that a computer is running slowly, Robin can run diagnostics, identify a memory-hungry browser tab or cache problem, take corrective action, confirm that performance has returned to normal and close the issue end-to-end. That distinction matters. Many AI tools provide answers or instructions, but the work still falls to the employee or technician. Robin is designed to carry out operations on managed devices and connected third-party applications, allowing the system to resolve qualifying incidents rather than simply recommend a response. Atera is backing the product with a performance guarantee for qualified customers: Robin will autonomously resolve 50% of Tier 1 and complex Tier 2 incidents within 90 days, or the applicable fees are waived. Before deployment, customers can also test selected use cases in a proof of concept using real workflows and ticket data. According to Dagan, the company is already seeing autonomous resolution rates above 50% among many customers, with some reaching approximately 70%. He emphasizes that these figures refer to complete resolution—not an AI-generated answer telling a user what to do next. The podcast also explores where people remain essential. Customers determine which actions Robin is authorized to take and where an approval or technician should enter the process. For example, Robin can verify whether an employee belongs in an email distribution group, request a manager’s approval and then make the change. A more cautious organization can route the same request to a technician. Even when Robin does not close a ticket autonomously, it can gather information from the employee, the device and connected systems before handing the case to a technician. That reduces diagnostic work, shortens resolution time and gives the technician a better starting point. For MSPs, the larger opportunity is scale. Routine incidents, repetitive information gathering and approval-driven workflows consume significant technician time. Moving more of that work to an autonomous agent can enable an MSP to support additional customers without increasing headcount at the same rate, while allowing skilled staff to focus on complex problems and higher-value services. The conversation points toward a new phase of enterprise AI adoption—one in which providers are measured not by demonstrations or broad claims, but by the percentage of real work completed, the speed of response and the operational burden removed from IT teams. Listen to the podcast to learn how Atera is applying autonomous IT in the field, how customers set the boundaries for automation, and what guaranteed AI outcomes could mean for MSP growth. About Atera Atera provides an AI-powered IT management platform for enterprises and MSPs. Its autonomous IT agent, Robin, is designed to diagnose and resolve technical incidents end-to-end, reduce ticket volume and help IT teams scale operations. Guest: Tal Dagan, Chief Product Officer, Atera Tal Dagan on LinkedIn: linkedin.com/in/taldagan Atera on LinkedIn: linkedin.com/company/atera-networks

  7. 5d ago ·  Video

    Mutare: Voice Is the Last Unguarded Door into the Enterprise, Podcast

    By Doug Green “Voice is a security channel now, and it deserves the same controls businesses already apply to email and their networks.” In this Technology Reseller News and Cloud Communications Alliance podcast, Doug Green speaks with Chuck French of Mutare about the growing threat of voice-based attacks—and the opportunity for service providers to help customers close a major security gap. French says the voice channel has quietly become one of the last unprotected entry points into many organizations. Traditional tools can label suspicious calls, but they do not give individual businesses control over which calls are allowed, blocked, challenged or routed. The risk is growing rapidly as AI makes voice cloning, impersonation and convincing social-engineering scripts easier and less expensive to produce. Attackers can now imitate a bank, help desk or company executive in real time and at scale. Mutare’s Voice Traffic Filter addresses this problem by providing what French describes as a voice firewall. The platform combines customer-defined policies, reputation data, STIR/SHAKEN information, threat-pattern analysis and a voice CAPTCHA that helps distinguish human callers from bots. Unlike carrier-level spam blocking, Mutare allows each organization to establish its own rules. A hospital, financial institution or small business can therefore apply policies suited to its particular risks and customer needs. Mutare has also developed a multitenant version of the platform for MSPs, CSPs and other channel partners. The cloud-hosted service requires no customer-premises equipment or major professional-services deployment. Providers can offer it as a recurring, consumption-based security service while retaining the customer relationship and setting their own pricing. French says Mutare’s return to the Cloud Communications Alliance reflects this new service-provider model and its potential value to CCA members. For service providers, the message is clear: voice security represents both an urgent customer need and a new recurring-revenue opportunity. Listen to the podcast to learn how Mutare is helping businesses treat voice as a protected enterprise channel rather than an unguarded utility. Learn more at mutare.com.

  8. 5d ago ·  Video

    TNS Report: AI Voice Scams Are Evolving Faster Than Traditional Robocall Defenses, Podcast

    By Doug Green “The people trying to scam consumers never rest.” In this special Technology Reseller News and Cloud Communications Alliance podcast, Doug Green speaks with Paul Florack, Vice President of Product Management at TNS, about the newly released TNS Robocall Investigation Report. The report examines how AI, social engineering and multimodal attacks are changing voice fraud. Scammers can now combine text messages with follow-up calls, imitate familiar voices and use information gathered from voicemail or communication patterns to make attacks appear legitimate. Florack also explains the limitations of STIR/SHAKEN and A-level attestation. A-attestation confirms that the originating provider believes a caller has the right to use a phone number. It does not confirm that the caller’s intentions are legitimate. TNS found that some spam, scam and spoofed calls continue to receive A-level attestation. The report also found that between 10% and 12% of calls receiving first-level authentication were still classified as spam or unwanted. “STIR/SHAKEN is a valuable tool, but it is not—and never will be—a standalone silver bullet,” Florack says. TNS recommends a multilayered approach that combines call authentication with analytics, spoof detection, risk indicators and verified branded calling. These tools can help providers block suspicious traffic while giving consumers more confidence that legitimate calls are safe to answer. For carriers, enterprises, MSPs and channel partners, Florack’s message is clear: do not assume that authentication alone solves the robocall problem. Listen to the podcast and read the new TNS report to learn how AI-enabled fraud is evolving and what communications providers can do to protect customers. Learn more at tnsi.com.

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4.9
out of 5
11 Ratings

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

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