Telecom Reseller / Technology Reseller News

Mitch Lieberman, VP of Product (Fuel CX) at Fuel iX, a TELUS Digital company, spoke with Doug Green, Publisher of Technology Reseller News, during the Spring ’25 vCon event about how AI orchestration is transforming customer experience strategies.

Lieberman explained that enterprises are moving beyond isolated AI tools toward orchestrated systems that coordinate multiple AI models, data sources, and workflows. Fuel iX is designed to help organizations manage this complexity, enabling them to deploy AI across customer engagement channels while maintaining control, governance, and consistency. “The challenge is no longer just deploying AI—it’s orchestrating it across the entire customer journey,” Lieberman said.

The platform allows enterprises to integrate AI into customer interactions in a structured and scalable way, supporting use cases such as automation, agent assistance, and personalized engagement. By orchestrating AI workflows, organizations can improve efficiency while delivering more seamless and context-aware customer experiences.

The conversation also highlighted the importance of governance and trust as AI adoption accelerates. Enterprises must ensure that AI systems operate within defined guardrails, particularly when handling sensitive customer data and communications.

As discussions at the Spring ’25 vCon event continue to focus on the future of AI-driven communications, Fuel iX and TELUS Digital are positioning themselves at the forefront of helping organizations operationalize AI at scale while maintaining visibility, control, and trust.

Learn more about Fuel iX: https://fuelix.ai/

Doug Green, Publisher of Technology Reseller News, interviewed Gerry Christensen, Associate Founder of ICA AI, to discuss a new approach to securing communications in an era increasingly shaped by AI-driven threats. The conversation centered on how traditional defenses are falling short and why a relationship-based model of AI may be critical to restoring trust in digital interactions.

Christensen explained that as AI-generated content becomes more sophisticated, the ability to impersonate individuals, organizations, and trusted entities is rapidly increasing. This creates a growing risk of fraud, misinformation, and communication breakdown across voice, messaging, and digital channels. “The problem isn’t just bad actors—it’s that we can no longer trust what we’re hearing or seeing,” Christensen noted.

ICA AI’s approach focuses on establishing trusted relationships as the foundation for communication validation. Rather than relying solely on content analysis or reactive filtering, the platform leverages identity, context, and prior interactions to determine whether a communication should be trusted. This model aims to proactively prevent malicious or unauthorized interactions before they reach the user.

The discussion also explored how this approach could be applied across industries, including telecom, enterprise communications, and customer engagement platforms. By embedding relationship intelligence into communication systems, organizations can better protect customers, reduce fraud, and maintain confidence in their digital channels—an increasingly critical requirement as AI adoption accelerates.

Ultimately, Christensen positioned ICA AI as part of a broader shift toward AI-driven trust infrastructure, where securing communications is not just about blocking threats, but about ensuring that every interaction is verified and meaningful. As AI continues to reshape the communications landscape, solutions that can preserve trust at scale will play a central role in the future of digital interaction.

More information about ICA AI and its approach to relationship-based AI is available at https://icaai.ai.

Doug Green, Publisher of Technology Reseller News, interviewed Fern Halper, Founder of AI Foundations Group and VP of Research at TDWI, to discuss what separates successful AI initiatives from those that stall—and why data strategy remains the critical foundation for AI success.

Halper emphasized that while excitement around AI—particularly generative AI—continues to grow, many organizations are still struggling to move from experimentation to measurable business value. The primary reason, she explained, is not the models themselves, but the underlying data environment. “If your data isn’t ready, your AI isn’t going to succeed,” Halper said, highlighting the importance of data quality, governance, and accessibility.

A key theme of the conversation was the need for organizations to align AI initiatives with real business objectives. Rather than pursuing AI for its own sake, companies should focus on specific use cases where data can drive outcomes such as improved customer experience, operational efficiency, or revenue growth. Halper noted that organizations that succeed tend to start with well-defined problems and build from there, rather than attempting large-scale transformations without a clear roadmap.

The discussion also explored the evolving role of data management in the AI era. As organizations adopt more advanced analytics and machine learning capabilities, they must modernize their data infrastructure—often leveraging cloud platforms—to support scalability and real-time insights. This includes integrating disparate data sources, ensuring proper governance, and enabling collaboration between technical and business teams.

Ultimately, Halper positioned AI success as a journey grounded in fundamentals. While new tools and technologies continue to emerge, the organizations that will benefit most are those that invest in strong data foundations, clear strategy, and disciplined execution.

Learn more at https://datamakesworld.com/.

Jon Arnold, Principal at J Arnold & Associates, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about the evolving enterprise communications landscape, with a focus on AI adoption, security challenges, and shifting market dynamics.

Arnold emphasized that while artificial intelligence continues to dominate industry conversations, it is also accelerating new risks—particularly in areas such as fraud and identity spoofing. As AI tools become more sophisticated, bad actors are gaining new capabilities that outpace traditional defenses. “AI is not just enabling innovation—it’s also making fraud more scalable and more difficult to detect,” Arnold said.

The discussion explored how service providers, enterprises, and regulators are struggling to keep pace with these changes. While new technologies and frameworks are emerging to address issues like authentication and trusted communications, the ecosystem remains fragmented, making it difficult to implement consistent protections across networks.

Arnold also highlighted the importance of industry collaboration and education. Enterprises must better understand both the opportunities and risks associated with AI, while vendors and carriers need to work together to develop more cohesive solutions.

As Enterprise Connect continues to showcase rapid innovation in communications technology, Arnold’s insights underscore a critical reality: alongside the promise of AI comes an urgent need to address the growing complexity of security, trust, and fraud prevention in the digital communications ecosystem.

Learn more about J Arnold & Associates: https://www.jarnoldassociates.com/

Jon Arnold, Principal at J Arnold & Associates, spoke with Doug Green, Publisher of Technology Reseller News, during the Enterprise Connect conference about the key trends shaping the enterprise communications market and the growing influence of artificial intelligence.

Arnold highlighted that AI continues to dominate industry conversations, with vendors rapidly embedding AI capabilities across unified communications, contact center platforms, and customer engagement tools. However, he noted that while innovation is accelerating, enterprises must carefully evaluate how these technologies deliver real business value. “There’s a lot of AI noise in the market right now, but the real question is how organizations turn that into meaningful outcomes,” Arnold said.

The discussion also explored how the communications landscape is evolving, with shifts in vendor positioning, increased focus on cybersecurity, and changing dynamics across the channel. Arnold observed that industry events like Enterprise Connect reflect both continuity and change, with familiar players alongside new entrants bringing fresh approaches to the market.

Arnold emphasized that organizations need to take a strategic approach when adopting new technologies, particularly as AI, security, and customer experience continue to converge. Understanding where to invest—and how to integrate these capabilities into existing environments—will be critical for long-term success.

As Enterprise Connect continues to highlight the rapid pace of innovation in enterprise communications, Arnold’s insights underscore the importance of balancing emerging technologies with practical business outcomes.

Learn more about J Arnold & Associates: https://www.jarnoldassociates.com/

Steve Leaden, Founder and President of Leaden Associates, spoke with Doug Green, Publisher of Technology Reseller News, during the Enterprise Connect conference about the evolving role of telecom expense management (TEM) and how AI is transforming cost control for enterprises.

Leaden explained that as enterprise communications environments become more complex—spanning mobile, cloud, and legacy systems—organizations are struggling to maintain visibility into their telecom spending. TEM solutions are becoming essential tools for identifying inefficiencies, eliminating billing errors, and optimizing overall communications costs. “Most enterprises don’t realize how much they’re overspending until they take a close look at their telecom environment,” Leaden said.

Leaden Associates focuses on helping organizations gain control over telecom expenses through auditing, optimization, and ongoing management services. By leveraging data analytics and AI-driven tools, companies can uncover hidden costs, streamline vendor relationships, and make more informed decisions about their communications infrastructure.

The discussion also highlighted how the shift to cloud communications and mobility has increased the need for continuous monitoring and management. As organizations adopt more services and providers, maintaining cost discipline requires a more strategic and data-driven approach.

As conversations at Enterprise Connect continue to emphasize efficiency and digital transformation, Leaden Associates demonstrates how telecom expense management remains a critical component of enterprise communications strategy.

Learn more about Leaden Associates: https://www.leaden.com/

Kassaundra McKnight-Young, Chief Nursing Informatics Officer at Zebra Technologies, spoke with Doug Green, Publisher of Technology Reseller News, during the HIMSS conference about how technology is transforming clinical workflows and improving patient care through real-time data access.

McKnight-Young emphasized the critical role of nursing informatics in bridging the gap between clinical practice and technology. By equipping frontline caregivers with mobile devices and real-time data, healthcare organizations can improve decision-making, reduce administrative burden, and enhance patient outcomes. “When clinicians have access to the right information at the right time, it directly impacts the quality of care they can deliver,” she said.

Zebra Technologies focuses on enabling real-time visibility across healthcare environments, providing tools that support communication, data capture, and workflow optimization at the point of care. These solutions help ensure that clinicians can access accurate patient information quickly, reducing delays and minimizing the risk of errors.

The discussion also highlighted the growing importance of integrating technology seamlessly into clinical workflows. Solutions must be intuitive and reliable so that healthcare professionals can focus on patient care rather than navigating complex systems.

As healthcare organizations continue their digital transformation journeys, conversations at HIMSS underscored the need for technologies that empower clinicians, improve operational efficiency, and support better patient outcomes through timely, actionable data.

Learn more about Zebra Technologies: https://www.zebra.com/us/en

“You can build the most reliable system in the world, but if you can’t see what’s happening, you can’t manage it,” says Jake Jacoby, CEO of TELCLOUD.

In the latest episode of the TELCLOUD POTS and Shots Podcast Series, Doug Green, Publisher of Technology Reseller News, speaks with Jacoby about a critical component of modern POTS replacement deployments: visibility, monitoring, and proactive management.

As organizations transition away from legacy copper lines, replacing them with wireless and IP-based solutions, the need for real-time insight into system performance becomes essential—particularly for life-safety applications such as fire alarms, elevators, and emergency phones.

Jacoby explains that while traditional copper lines were relatively simple, modern POTS replacement solutions are part of a broader, more dynamic infrastructure that includes cellular connectivity, network routing, and power systems. This complexity makes centralized monitoring and alerting a necessity rather than a luxury.

Through TELCLOUD’s platform, partners and customers gain the ability to monitor device status, connectivity, and power conditions in real time. This allows them to identify issues before they become failures, reducing downtime and ensuring compliance with safety requirements.

The discussion also underscores the value this creates for channel partners and MSPs. By offering managed visibility and support, partners can deliver ongoing value beyond installation, strengthening customer relationships and generating recurring revenue opportunities.

Jacoby emphasizes that the goal is not just to replace copper, but to improve upon it. “With the right monitoring in place, you’re not just matching the reliability of the old network—you’re exceeding it,” he notes.

As the copper sunset accelerates globally, solutions that combine connectivity, backup power, and intelligent monitoring will define the next generation of life-safety communications infrastructure.

The episode concludes with the series’ signature Shots segment, featuring another premium sipping tequila—continuing the tradition of pairing serious telecom discussions with a lighter, conversational close.

For more information, visit https://www.telcloud.com/ or call 844-900-2270.

Amitha Pulijala, Chief Product Officer at Cyara, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about the growing importance of assuring customer experiences across increasingly complex digital and voice engagement channels.

Pulijala explained that as organizations deploy more advanced customer engagement technologies—including AI-driven chatbots, voice assistants, and automated workflows—they must ensure that every step of the customer journey works reliably. Cyara focuses on providing tools for testing, monitoring, and optimizing these experiences so enterprises can quickly identify issues before they impact customers. “Enterprises are deploying more automated and AI-powered interactions, and they need assurance that those journeys are working exactly as intended,” Pulijala said.

Cyara’s platform allows organizations to simulate and continuously test customer interactions across voice and digital channels. These capabilities help companies identify broken workflows, performance bottlenecks, and other issues that could disrupt the customer experience.

The discussion also highlighted how customer journey assurance is becoming more critical as AI-driven engagement expands across industries. Enterprises need visibility into how automated systems interact with customers and how those experiences perform over time.

As organizations gathered at Enterprise Connect to explore the next generation of customer engagement technologies, Cyara emphasized the importance of ensuring that AI-powered customer journeys remain reliable, efficient, and optimized for positive customer outcomes.

Learn more about Cyara: https://cyara.com/

Pedro Andrade, Vice President of AI at Talkdesk, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about how artificial intelligence is evolving from simple automation into a true digital workforce within contact centers.

Andrade explained that the latest wave of AI adoption goes beyond task-based automation. Instead, organizations are beginning to deploy AI systems that can manage entire workflows and handle meaningful portions of customer interactions. “AI is no longer just a tool that performs individual tasks—it’s becoming a digital worker capable of managing complete processes,” Andrade said.

Talkdesk is developing AI capabilities that help enterprises automate complex customer service operations while supporting human agents with real-time insights and guidance. These technologies allow contact centers to scale operations more efficiently while improving the quality and consistency of customer experiences.

The conversation also highlighted how generative AI is already handling a significant share of customer interactions in many contact centers. As AI continues to mature, organizations are exploring how digital workers can collaborate with human agents to manage workloads more effectively.

As discussions at Enterprise Connect continue to focus on AI-driven transformation across enterprise communications, Talkdesk is positioning its AI platform as a foundation for the next generation of intelligent, AI-powered customer service operations.

Learn more about Talkdesk: https://www.talkdesk.com/