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. 7h ago ·  Video

    What Your Call Center Reports Don’t Show You

    In the opening video of his Dirty Little Call Center Secrets series, Kongusto founder Joel Ciniero says the most important parts of an outsourcing relationship are the ones that never appear on a dashboard. Joel Ciniero has spent more than 16 years in the call center industry, and he has seen it from every side. “I’ve been a client, I’ve been a manager of call center teams and today I’m actually an owner of call center in Latin America,” he says. He also lived outside the United States for almost nine years and worked shoulder to shoulder with the agents who deliver the service, a vantage point he describes as one most clients never get. That perspective, according to Ciniero, is exactly what call detail records and KPI reports leave out. “I know oftentimes we sit safely in our offices and if everything’s in parameters, we feel like everything must be going OK,” he says. He points to three things a metrics report may not reveal. The first is how many times a client gets “bounced from agent to agent to agent.” The second is why a company’s best agents leave, particularly the ones who have been trained and carry the “tribal knowledge” that makes the company who it is. The third is how and where an outsourcing partner is viewing customer data, a question Ciniero says should matter to every client even though all call centers claim to protect it. When business leaders tell him they have decided to outsource and ask what they should know, Ciniero says his answer is simple, even if people don’t love it: understand how a call center actually works. He admits that information is hard to come by, which is why he created the series. Anyone researching questions to ask a call center is likely to find the same videos and articles that call centers watch. “We know what you’re going to ask us before you ask us,” he says, adding that the answers to those standard questions are usually already on the providers’ websites. The goal of the series, he explains, is to give buyers the tougher questions, the ones that help separate the best call centers from those that “might look like a good deal, but frankly are going to cost you a ton of money over the long run.” For telecom providers and other businesses that rely on outsourced customer support, the message is a reminder that a clean report is where the evaluation starts, not where it ends. The takeaway: The metrics show what a call center reports. The harder questions show how it really operates. Watch Joel Ciniero’s 2-minute, 50-second introduction to Dirty Little Call Center Secrets. 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. 3d ago ·  Video

    Quest Technology Management: Moving Beyond Vendor Fatigue to Become an Execution Partner, Podcast

    Quest Technology Management Podcast: Moving Beyond Vendor Fatigue to Become an Execution Partner by Doug Green, Technology Reseller News  Cybersecurity threats continue to multiply, but so does customer fatigue with the endless cycle of vulnerabilities, patches, and new security products. For MSPs and channel partners, the opportunity may lie in changing the conversation from selling technology to delivering measurable business outcomes. In this Technology Reseller News podcast, Adam Burke, Vice President of Quest Technology Management, discusses how emerging security vulnerabilities, including recent PHP-related concerns, are contributing to vendor fatigue across the IT industry. Burke explains Quest’s approach to becoming an “execution partner,” helping customers make better use of their existing technology investments rather than continually purchasing new solutions. Through workshops, assessments, and what Quest calls “catalyst conversations,” MSPs can identify customer challenges, build stronger relationships, and create long-term opportunities. The discussion also examines growing infrastructure demands, edge cloud capacity, and Quest’s global data center footprint. Burke emphasizes that MSPs should focus less on predicting the next technology trend and more on understanding what their customers are struggling to accomplish. The central message: successful MSPs will increasingly distinguish themselves not by the products they sell, but by their ability to execute, deliver outcomes, and bring predictability to IT operations. Learn more: https://www.questsys.com

  3. 6d ago ·  Video

    Crexendo and Ozonetel: Turning Conversations into Business Intelligence with AI, Podcast

    Crexendo and Ozonetel: Turning Conversations into Business Intelligence with AI, Podcast by Doug Green “An infinitesimally small part of that data is analyzed.” That observation from Jon Almond, Ecosystem Technical Sales Specialist at Crexendo, captures a significant opportunity for communications providers and their business customers. Every day, organizations conduct thousands of customer conversations, generating valuable information about customer satisfaction, revenue opportunities, operational problems, and potential customer churn. Yet most of that information remains untapped. In this Technology Reseller News podcast, recorded live at Crexendo’s annual User Group Meeting (UGM) in Austin, Texas, Almond discusses how Crexendo partner Ozonetel is using artificial intelligence to turn those conversations into actionable business intelligence. From Customer Conversations to Operational Intelligence Crexendo’s NetSapiens platform supports more than eight million users, serving carriers, MSPs, and communications providers. Through its technology partner ecosystem, Crexendo enables providers to expand their offerings with applications for messaging, mobility, customer experience, and other services. One of those partners, Ozonetel, introduced AI Command Central at the event, a conversational intelligence solution designed to analyze customer interactions and uncover insights that businesses might otherwise miss. The platform combines sentiment analysis, topic detection, and operational intelligence with approximately 40 native connectors that can access additional business data. Almond offers the example of a salon that misses ten customer calls. Rather than simply reporting ten missed calls, AI Command Central can help determine which services customers requested, estimate the potential lost revenue, and identify which customers should receive priority callbacks. The objective is to move beyond collecting data toward recommending actions that improve business performance. Moving Beyond AI Pilots to Measurable ROI A central question in enterprise AI adoption is how organizations can demonstrate a return on investment. Almond argues that conversational intelligence offers a practical answer by connecting AI analysis directly to business outcomes. Ozonetel’s platform includes Voice of Customer (VoC) and Quality Assurance (QA) capabilities. VoC analyzes conversations to identify customer sentiment, recurring issues, and opportunities. QA allows organizations to establish operational standards and evaluate interactions against behaviors associated with successful outcomes. Almond describes the potential for an AI-driven SWOT analysis, replacing some of the subjective assessments traditionally used to evaluate organizational strengths and weaknesses with evidence drawn from actual customer interactions. He also describes a real-world example involving an entertainment content provider experiencing customer churn. By analyzing 9,000 calls, the organization identified service experience and technical frustrations contributing to customer losses, including issues within its ability to correct. A New Revenue Opportunity for MSPs and Service Providers For communications providers, conversational intelligence represents an opportunity to move beyond traditional telephony services and deliver additional business value. Almond characterizes AI Command Central as a margin-rich opportunity for resellers, allowing them to offer customers more than calling infrastructure or conventional contact center analytics. The larger shift is from reactive customer experience management to proactive operational intelligence. By analyzing conversations alongside information from other business systems, providers can help customers identify revenue opportunities, reduce churn, improve employee performance, and make better-informed decisions. For Crexendo’s NetSapiens ecosystem, the Ozonetel partnership illustrates how AI-powered applications can help carriers and MSPs compete for business by delivering measurable operational value. The conversation points toward a future in which communications providers do more than connect customers. They help businesses understand what those conversations mean and what actions should follow. Learn more: Crexendo | Ozonetel

  4. 6d ago ·  Video

    Crexendo Surpasses 8 Million Users, Unveils NetSapiens Flow at UGM 2026, Podcast

    Crexendo Surpasses 8 Million Users, Unveils NetSapiens Flow at UGM 2026, Podcast by Doug Green “It’s not a new version. It’s a new platform.” That was how one partner described NetSapiens Flow, the major modernization of Crexendo’s communications platform, according to Jon Brinton, speaking from the company’s 2026 User Group Meeting (UGM) in Austin, Texas. In this Technology Reseller News podcast, Brinton discusses Crexendo’s continued growth, its expanding partner ecosystem, and the new technology designed to help service providers and MSPs compete in a rapidly evolving UCaaS market. Crexendo recently surpassed 8 million users on the NetSapiens platform, up from 1.7 million when the companies combined just over five years ago. The platform now supports more than 250 service providers, MSPs, IT consultants and telecommunications carriers. Brinton reports that the partner community continues to grow at approximately twice the market rate. A major focus of this year’s UGM is NetSapiens Flow, which brings previously separate administrative functions into a unified interface, modernizes APIs, improves security and simplifies the user experience. Partners can also retain the classic interface as they transition to the new environment. The conversation also explores Crexendo’s expanding ecosystem of 66 partners and its marketplace, which enables service providers to activate integrated applications more easily, including native mobile calling capabilities through Tango Networks. But amid the technology changes, one principle remains central to Crexendo’s strategy: partner independence. “The secret to our success is we let the partners apply their DNA to the platform,” Brinton says. Partners retain control over branding, pricing, deployment and customer relationships. They can operate the platform themselves or use Crexendo’s hosted offering through Oracle Cloud Infrastructure. For MSPs and service providers evaluating their next communications platform, Brinton explains why flexibility, ownership and continued investment in technology are becoming increasingly important competitive advantages. Learn more: https://www.netsapiens.com/

  5. 6d ago ·  Video

    Tango Networks Expands Mobility Opportunities for Crexendo Partners at UGM 2026, Podcast

    Tango Networks Expands Mobility Opportunities for Crexendo Partners at UGM 2026, Podcast by Doug Green Tango Extend brings native mobile communications, AI capabilities and new revenue opportunities to the NetSapiens ecosystem. “The next component of this is bringing a fully integrated mobile offering,” says Brian Cassano, Vice President of Channel Success, Americas, at Tango Networks. At Crexendo UGM 2026 in Austin, Texas, Technology Reseller News spoke with Cassano about how Tango Networks is helping service providers extend unified communications to mobile workers, create new revenue streams and bring the benefits of AI and business communications to the devices employees already use. For Crexendo and NetSapiens partners, mobility represents an opportunity to expand beyond traditional cloud communications, contact center and managed services. Bringing Business Communications to Mobile Devices Tango Networks’ Tango Extend solution enables service providers to extend a business telephone number from the NetSapiens platform directly to a mobile device without requiring a separate mobile application. The service works through a corporate-owned mobile device or a second SIM on an employee’s personal phone, providing a native calling experience. Users can maintain separate personal and business identities on a single device. Business calls are identifiable, and unanswered calls can be directed to the organization’s business voicemail system. For partners, the solution creates an opportunity to offer integrated mobility to existing customers while reaching organizations with substantial mobile workforces. “It’s really a great opportunity for these partners to be able to expand their services, gain a new revenue stream,” Cassano explains. Available Through the Crexendo Marketplace NetSapiens Extend, powered by Tango Networks, is available through the Crexendo Marketplace, giving partners a straightforward way to enable and deploy the service. Cassano says the marketplace creates opportunities for vendors to work together on solutions addressing specific customer requirements. One example is a new collaboration between Tango Networks and Vola Networks, another marketplace participant, to support POTS replacement. Vola provides POTS replacement hardware, while Tango supplies cellular connectivity through its SIM technology. Together, the companies offer a bundled solution for applications where dependable voice communication is essential, including elevator phones and emergency call boxes. Cassano highlights the importance of VoLTE connectivity for voice-critical POTS replacement applications. Extending AI Beyond the Office A significant theme of the conversation is the growing importance of mobility as businesses invest in AI-powered communications. Organizations are deploying AI tools for call summaries, customer relationship management, workflow automation and other functions. But those investments may deliver only partial benefits when mobile employees operate outside the unified communications platform. Cassano argues that integrating mobility allows businesses to extend these capabilities to employees working in the field. “We see AI as even more of a critical path while the UC partners have to incorporate mobility natively and integrated into their platform,” Cassano says. He points to research indicating that approximately 80% of business conversations involve at least one mobile device. For service providers, this creates an opportunity to bring mobile communications into the same environment supporting customer records, call histories, summaries and automation. Mobility, Compliance and Real-World Applications At UGM, Tango Networks has been discussing applications across senior living facilities, school districts, automobile dealerships, construction-related businesses and pest control companies. Many of these organizations depend on employees who move between locations while remaining accessible through a consistent business number. Regulatory compliance is another important consideration. Financial services, healthcare, government and other regulated organizations may need to record and retain business communications, including calls and messages made from mobile devices. Cassano explains that Tango Networks can leverage existing unified communications recording, security and management capabilities, allowing organizations to extend established communications controls to mobile users. The solution also supports business messaging through the same telephone number, helping organizations capture and retain communications across voice and messaging channels. A New Opportunity for Service Providers The larger message from Tango Networks at Crexendo UGM is that mobility should no longer be treated as a separate service disconnected from enterprise communications. For service providers that have already expanded into cloud communications, contact center and IT services, integrated mobility offers another way to grow their customer relationships. It also addresses a practical reality: employees increasingly rely on mobile devices as their primary means of business communication. By integrating those devices into unified communications platforms, partners can extend existing investments in AI, compliance, recording and automation while creating new recurring revenue opportunities. Learn more: https://tangonetworks.com/

  6. 6d ago ·  Video

    Bandwidth at Crexendo UGM 2026: Why Next Generation 911 Is a Critical Issue for Service Providers, Podcast

    Bandwidth at Crexendo UGM 2026: Why Next Generation 911 Is a Critical Issue for Service Providers, Podcast By Doug Green “Everybody wants to know it’s there. They want to have the security that they can call 911 and get help immediately. But they just want it to work.” That observation from Robin Erkkila, Emergency Services Solutions Engineer and Architect at Bandwidth, captures one of the telecommunications industry’s most important and often overlooked responsibilities: making sure emergency calls reach the right people, with the right information, when every second counts. In this Technology Reseller News podcast, recorded live at Crexendo’s NetSapiens User Group Meeting (UGM) in Austin, Texas, Erkkila discusses the transition to Next Generation 911 (NG911), evolving FCC regulations, and how Bandwidth is helping service providers navigate an increasingly complex emergency communications environment. The Compliance Challenge Erkkila points to two major federal requirements, Kari’s Law and RAY BAUM’S Act, which established important emergency calling obligations for multi-line telephone systems (MLTS). Despite years of implementation, Erkkila estimates that 35% to 40% of enterprises remain out of compliance with these requirements. For MSPs, cloud communications providers, and channel partners, that represents both a significant responsibility and an opportunity to help customers modernize their emergency calling capabilities. Erkkila also discusses FCC requirements involving 911 outage notifications, including the obligation for affected service providers to notify public safety answering points (PSAPs) when network outages may disrupt emergency calls. Next Generation 911 Changes the Network The transition to NG911 represents a fundamental modernization of emergency communications infrastructure. Traditional 911 systems rely on legacy switching equipment, dedicated routing infrastructure, and separate location databases. NG911 replaces much of that architecture with IP-based networks capable of supporting richer communications and information exchange. The promise extends beyond voice calls to include text, video, images, and additional location information that can help emergency responders understand and respond to an incident. Erkkila explains the FCC’s two-phase approach to the transition. Phase One moves emergency voice traffic onto IP-based interconnection infrastructure. Phase Two introduces the delivery of location information directly within SIP signaling. “I can’t overemphasize enough how big of a change this is for the industry,” Erkkila says. Bandwidth and the Crexendo Ecosystem As a key partner in the Crexendo and NetSapiens ecosystem, Bandwidth provides underlying voice and emergency services infrastructure that enables service providers to deliver communications services to their customers. Erkkila explains that Bandwidth is managing much of the complexity associated with NG911 transitions, allowing its customers to continue using their existing provisioning processes while Bandwidth handles the necessary network translations and interconnections. The objective is to simplify compliance and reduce the operational burden on providers as emergency networks evolve. When Getting 911 Right Saves a Life Erkkila closes the conversation with a story about a father who suffered a heart attack while preparing his five-year-old daughter for bed. Although he managed to dial 911, he became unable to speak. His daughter, Savannah, took the phone and spoke with the dispatcher. Because the emergency call included accurately provisioned location information, responders could be dispatched without requiring the child to provide an address. Emergency personnel arrived within minutes and saved her father’s life. For Erkkila, the story illustrates why emergency communications cannot simply be treated as another compliance checkbox. “If you do 911 right, it literally saves lives.” For MSPs, carriers, and communications service providers, the message is straightforward: reliable emergency calling is not simply a regulatory requirement. It is a fundamental responsibility to the people who depend on their networks. Learn more: https://www.bandwidth.com/

  7. 6d ago ·  Video

    Vested Networks: Rebuilding Telecom from the Ground Up, CCA Podcast

    Vested Networks: Rebuilding Telecom from the Ground Up, CCA Podcast By Doug Green “We have to rebuild the infrastructure from the ground up.” That’s the message from Evan Huff of Vested Networks, a cloud communications provider that believes the telecom industry needs more than new applications and AI-powered features. It needs fundamental changes in how voice services are delivered, supported and maintained. In this special Cloud Communications Alliance (CCA) and Technology Reseller News (TR) podcast, Huff discusses how Vested Networks is approaching business communications differently, combining its own carrier infrastructure with white-glove customer service and a commitment to solving problems that traditional telecom providers have often left unresolved. Putting Voice and Customer Service First Vested Networks focuses on business voice, from desktop phones and cloud communications to the underlying carrier network. Huff explains that the company owns its infrastructure, develops its own tools and manages the customer experience from installation through ongoing support. The company emphasizes responsiveness, with Huff describing customer support telephone wait times as short as 16 seconds. He also discusses how Vested Networks has built its onboarding and installation processes around understanding what customers actually need rather than simply selling them replacement services. The POTS Replacement Challenge One of the central topics is the continuing transition away from traditional POTS lines. Huff argues that many businesses are paying dramatically higher prices for aging services without receiving clear guidance about modern alternatives. For MSPs and channel partners, the challenge goes beyond replacing analog lines. Fax machines, alarm systems, critical communications and other applications may require different solutions, including redundancy, cellular connectivity and battery backup. Huff emphasizes that providers must understand the purpose of each connection before recommending a replacement. Why Telecom Infrastructure Needs to Change Looking beyond POTS replacement, Huff questions the industry’s continued dependence on legacy switching, multiple carrier handoffs and fragmented numbering systems. He also challenges the effectiveness of current approaches to spam calling and number spoofing, arguing that STIR/SHAKEN and branded caller ID cannot fully address problems rooted in the underlying network architecture. Vested Networks is pursuing direct carrier interconnections and broader numbering capabilities to address issues such as call routing, reliability and number portability, particularly in underserved markets. AI Is Coming, but Human Communication Still Matters Huff sees AI agents becoming increasingly common in business communications, but believes the industry’s greatest opportunity lies in improving the infrastructure supporting those conversations. As he explains, “You can’t ever take out the human element of human communication.” For MSPs, service providers and enterprises, this conversation offers a different perspective on the future of voice: one in which reliability, customer service, network ownership and infrastructure modernization matter as much as the latest AI innovation. Watch the podcast to hear how Vested Networks plans to change telecom from the bottom up. Learn more: https://vestednetworks.com/

  8. 6d ago ·  Video

    Solve It With What You’ve Got

    In his Wisdom From The Patio video series, Kongusto President & founder Joel Ciniero shares what he took away from people who work in the open: when help is miles away, creativity starts with what is already in hand. According to Joel Ciniero, people who work out in the open, ranchers in particular, are incredibly creative. The reason is simple. There isn’t much around them to rely on. “You don’t have a lot of things around you when you’re trying to fix a fence and you’re 20 miles from your home base,” he says, “or you get a flat tire and you’re 15 miles from really anything.” That way of thinking stands out to Ciniero because it differs from the way he grew up. In the environment where he was raised, he explains, a problem meant going out to get what you needed to fix it. Ranching taught him to start somewhere else: to look at the problem holistically and ask what you have and what the job actually requires. “I’ve learned the skill of first you try to fix it with what you’ve got,” Ciniero says, “and often times those very simple fixes are the most efficient ones.” For telecom providers, managed service providers, contact centers, and outsourcing organizations, the lesson is easy to apply. When something breaks, the first instinct is often to look for a new tool, a bigger budget, or more people. Taking stock of what’s already available can be the faster path. It’s a grounded idea from an executive who credits the people working outdoors for sharpening how he thinks about problems. The takeaway: Before reaching for something new, look at what’s already in hand, because the simplest fix is often the most efficient one. Watch Joel Ciniero’s “Fix it with what you’ve got” 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.

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

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