Telecom Reseller / Technology Reseller News

Julia Fraser, EVP Americas at Sinch, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about the company’s latest innovation in AI-powered voice communications and how enterprises are evolving their customer engagement strategies.

Fraser discussed Sinch’s Voice Relay technology, which converts AI-generated text responses into natural voice conversations, enabling organizations to create more dynamic and human-like interactions in contact center environments. The platform allows enterprises to integrate their preferred AI models while delivering voice experiences that support conversational features such as barge-in and real-time dialogue. “Voice Relay allows companies to bring their AI into the voice channel in a way that feels natural and conversational for customers,” Fraser said.

The solution is designed to give enterprises flexibility when deploying AI-driven voice applications. By allowing organizations to connect different AI models and platforms, Sinch enables companies to maintain control over how automated interactions are built and managed while expanding their use of conversational AI.

Fraser also emphasized that voice remains a critical engagement channel even as digital messaging and automation continue to grow. Enterprises are increasingly looking for ways to combine AI capabilities with voice communications to deliver more efficient and personalized customer experiences.

As discussions at Enterprise Connect continue to focus on AI-driven communications innovation, Sinch is positioning Voice Relay as a key technology for bringing intelligent automation into voice interactions across customer service and engagement environments.

Learn more about Sinch: https://sinch.com/

Mike Myer, CEO of Quiq, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about how artificial intelligence is transforming customer engagement across voice and digital channels.

Myer explained that organizations increasingly need to manage conversations across the entire customer journey, whether those interactions are handled by human agents or AI-powered automation. Quiq focuses on enabling businesses to orchestrate these conversations across messaging, voice, and digital channels while ensuring a consistent and personalized experience. “Customers expect seamless conversations regardless of the channel they use, and AI is helping organizations deliver that at scale,” Myer said.

Quiq’s platform allows enterprises to combine automation with human support, enabling AI systems to handle routine inquiries while escalating more complex issues to human agents. This hybrid approach helps organizations improve efficiency while maintaining high-quality customer experiences.

The discussion also highlighted how enterprises are moving toward omnichannel engagement models where conversations flow naturally between channels such as SMS, messaging apps, and voice interactions. AI-driven orchestration enables companies to manage these interactions more intelligently and respond to customers faster.

As conversations at Enterprise Connect continue to focus on AI and customer experience innovation, Quiq is positioning its platform as a way for enterprises to manage and optimize conversations across the entire customer lifecycle.

Learn more about Quiq: https://quiq.com/

Vanessa Hearn, Director of Channel at Intrado, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about the growing importance of emergency communications, E911 compliance, and unified notification systems for modern enterprises.

Hearn explained that organizations today face increasing regulatory requirements related to emergency communications, particularly around E911 compliance for enterprise voice systems. As businesses adopt cloud communications and hybrid work environments, ensuring accurate location data and reliable emergency calling capabilities has become critical. “Enterprises must ensure that when someone dials 911, the call is routed correctly and responders know exactly where help is needed,” she said.

Intrado has been expanding its solutions to help organizations manage these requirements while improving overall safety communications. One example discussed during the conversation was the company’s OneAlert platform, which unifies emergency notifications across multiple channels. This allows organizations to quickly distribute alerts for incidents such as security threats, facility emergencies, or weather-related disruptions.

The discussion also highlighted the role of channel partners and service providers in helping enterprises deploy compliant and reliable emergency communication systems. As communications infrastructures become more complex, organizations increasingly rely on partners to ensure that safety requirements are properly addressed.

As discussions at Enterprise Connect continue to emphasize the convergence of cloud communications, security, and compliance, Intrado’s solutions demonstrate how unified emergency communications are becoming an essential part of enterprise infrastructure.

Learn more about Intrado: https://www.intrado.com/

Doug Green, Publisher of Technology Reseller News, interviewed Brian English, Chief Operating Officer at Gamut, to discuss how AI is transforming network operations and enabling a shift toward more autonomous telecom environments.

English explained that Gamut is focused on applying AI to simplify and automate complex network operations, particularly in environments where traditional tools struggle to keep pace with scale and complexity. As networks grow more dynamic, operators need systems that can continuously monitor, analyze, and respond in real time. “We’re moving from reactive network management to proactive—and ultimately autonomous—operations,” English said.

A central theme of the discussion was the operational burden faced by service providers. Many organizations still rely on manual processes and fragmented tools to manage networks, which can lead to inefficiencies, slower response times, and higher operational costs. Gamut’s approach uses AI to correlate data across systems, identify issues before they escalate, and automate remediation workflows, reducing the need for human intervention.

English also highlighted the importance of visibility and data integration. Effective AI-driven operations require access to comprehensive, high-quality data from across the network. By unifying these data sources, Gamut enables service providers to gain deeper insights into performance, detect anomalies, and optimize service delivery at scale.

Ultimately, the conversation underscored a broader industry shift: telecom is moving toward self-healing, intelligent networks that can operate with increasing levels of autonomy. For service providers, this evolution offers the potential to improve reliability, lower costs, and deliver better customer experiences, while positioning themselves for the next generation of AI-driven services.

More information about Gamut and its AI-powered network operations platform is available at https://www.gogamut.io/.

Moshe Beauford, reporting for Technology Reseller News, interviewed Robin Goldsmith, Practice Leader for Healthcare & Life Sciences at Verizon Business, to explore how AI, data, and secure connectivity are reshaping healthcare delivery and innovation.

Goldsmith explained that healthcare organizations are under increasing pressure to modernize while maintaining strict compliance, security, and patient privacy standards. As digital transformation accelerates, providers are turning to advanced technologies to improve clinical outcomes, streamline operations, and enhance patient engagement. “Healthcare is becoming a data-driven industry, and the ability to move, secure, and act on that data is critical,” Goldsmith noted.

A key theme of the discussion was the role of AI in enabling more proactive and personalized care. From predictive analytics to workflow automation, AI is helping healthcare organizations identify risks earlier, optimize resource allocation, and reduce administrative burdens on clinicians. However, Goldsmith emphasized that these capabilities depend on having the right infrastructure in place—particularly secure, reliable networks that can support real-time data exchange across distributed environments.

The conversation also addressed the growing importance of edge computing and connected devices in healthcare. As more data is generated outside traditional hospital settings—through remote monitoring, telehealth, and IoT-enabled medical devices—organizations must ensure that data can be processed quickly and securely closer to where it is created. This shift is driving new architectures that combine cloud, edge, and network capabilities.

Ultimately, Goldsmith positioned Verizon Business as a partner helping healthcare organizations navigate this transformation by integrating connectivity, security, and advanced technologies into a unified approach. As the industry continues to evolve, success will depend on the ability to securely harness data and deliver more intelligent, patient-centered care.

More information about Verizon Business and its healthcare solutions is available at https://www.verizon.com/business/.

Doug Green, Publisher of Technology Reseller News, interviewed Ariel Reid, Vice President of Customer Experience at GCH Technologies, to discuss the growing importance of short code registry, messaging compliance, and brand trust in today’s A2P (application-to-person) messaging ecosystem.

Reid explained that GCH Technologies focuses on helping enterprises navigate the increasingly complex requirements around business messaging, particularly as carriers and regulators tighten rules to combat spam, fraud, and abuse. A central part of this effort is ensuring that businesses properly register their messaging campaigns and identities. “If you’re not registered, you’re not going to get through,” Reid noted, underscoring how compliance has become essential for message deliverability.

The conversation highlighted how many organizations still underestimate the operational and technical requirements involved in launching compliant messaging campaigns. From brand registration to campaign approval and ongoing monitoring, businesses must align with carrier frameworks to ensure messages are delivered reliably. Failure to do so can result in blocked messages, degraded performance, or reputational damage.

Reid also emphasized the customer experience dimension of compliance. Proper registration and governance not only improve deliverability but also build trust with end users, who are increasingly wary of unsolicited or suspicious messages. By ensuring transparency and legitimacy, businesses can create more effective and engaging communication with their customers.

Ultimately, Reid positioned messaging compliance not as a barrier, but as an opportunity for enterprises and service providers to differentiate through reliability and trust. As A2P messaging continues to grow as a critical communication channel, organizations that invest in proper registration and compliance processes will be best positioned to succeed.

More information about GCH Technologies and its messaging solutions is available at https://gchtech.com/.

Craig Walker, CEO and Co-founder of Dialpad, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about how artificial intelligence is reshaping enterprise communications and redefining the contact center.

Walker explained that AI has moved beyond simple automation and is now becoming deeply integrated into everyday communications workflows. With advances in speech recognition, natural language processing, and real-time analytics, AI can assist agents during live interactions, automate routine requests, and provide actionable insights from conversations. “AI is fundamentally changing how businesses communicate with customers and how employees collaborate internally,” Walker said.

Dialpad has focused on embedding AI directly into its cloud communications platform, allowing organizations to capture insights from voice and messaging interactions while improving productivity for employees and support teams. These capabilities help enterprises better understand customer sentiment, provide real-time coaching to agents, and streamline customer service operations.

The conversation also highlighted the broader industry shift toward AI-powered communications platforms that combine unified communications, contact center capabilities, and conversation intelligence. As organizations adopt these tools, they are looking for ways to improve efficiency while delivering more personalized and responsive customer experiences.

As enterprise leaders gathered at Enterprise Connect to evaluate the next generation of communications technologies, Walker emphasized that AI will continue to play a central role in shaping the future of collaboration and customer engagement.

Learn more about Dialpad: https://www.dialpad.com/

Patrick Wilson of Cavell joined Doug Green, Publisher of Technology Reseller News, for a Cloud Communications Alliance (CCA) podcast discussing the evolving cloud communications landscape, key market shifts, and the growing impact of AI across UCaaS and CCaaS.

Wilson outlined how the industry is entering a new phase of maturity, where growth is no longer driven solely by seat expansion, but by value-added services, integration, and differentiation. As competition intensifies, providers are increasingly focused on delivering more complete solutions that combine communications, customer experience, and business applications.

A central theme of the discussion was the rapid rise of AI-driven capabilities, particularly in the contact center. Wilson noted that AI is moving beyond experimentation into real deployment, where it is beginning to deliver measurable outcomes—improving efficiency, enhancing customer interactions, and enabling new service models. At the same time, he emphasized that successful adoption depends on integration with existing workflows and data environments.

“We’re seeing a shift from selling seats to delivering outcomes,” Wilson said. “AI and integration are becoming the key drivers of value in this next phase of the market.”

Wilson also highlighted the continued convergence of UCaaS, CCaaS, and CRM platforms, pointing to moves by major vendors to expand into adjacent categories. This convergence is creating both opportunity and pressure for service providers, who must decide whether to specialize, partner, or broaden their own portfolios.

For partners and service providers, the message is clear: success will depend on adaptability, vertical expertise, and the ability to align technology with real business outcomes. Those that can combine communications with intelligence and workflow integration will be best positioned to compete.

As a member of the Cloud Communications Alliance, Cavell continues to provide market intelligence and strategic insight to help providers navigate this period of transformation.

Learn more: https://www.cavell.com/

Doug Green, Publisher of Technology Reseller News, interviewed Scott Eivers, CEO of Datatonic, about the rapid evolution of AI in telecommunications and why the next phase of innovation depends on building strong data foundations. Datatonic, a leading Google Cloud partner, works with telecom operators and enterprises to modernize their data architectures so they can fully leverage advanced analytics and AI-driven automation.

Eivers explained that the telecom industry is entering a new phase where agentic AI—autonomous systems capable of taking action and executing workflows—will play a growing role in operations, customer engagement, and network management. However, he emphasized that AI success depends heavily on the quality and accessibility of underlying data. “AI is only as good as the data it’s built on,” Eivers noted, pointing out that many organizations still struggle with fragmented data environments that limit the effectiveness of their AI initiatives.

A key focus of Datatonic’s work is helping telecom providers unify and modernize their data infrastructure using cloud-native platforms. By bringing together operational, customer, and network data into a consistent architecture, service providers can unlock new capabilities such as predictive analytics, intelligent automation, and real-time decision-making across their organizations.

The conversation also explored how AI is moving beyond experimentation into production use cases across the telecom sector. From improving customer service to optimizing network performance and detecting fraud, AI-driven systems are increasingly becoming embedded in core telecom operations. Eivers stressed that companies that invest early in scalable data platforms will be best positioned to deploy these capabilities effectively.

Ultimately, the discussion highlighted a broader shift in the industry: AI is no longer just about models and algorithms—it is about data strategy, governance, and operational readiness. As telecom providers pursue digital transformation, the organizations that succeed will be those that treat data as a strategic asset and build the infrastructure needed to support intelligent, automated systems. More information about Datatonic is available at https://datatonic.com/.

Blair Pleasant, President and Principal Analyst at COMMfusion, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about the major technology trends shaping enterprise communications and collaboration.

Pleasant noted that artificial intelligence has become one of the dominant themes across the communications industry, influencing everything from contact center automation to collaboration platforms and customer engagement tools. Vendors are rapidly introducing AI capabilities designed to improve productivity, automate routine tasks, and provide deeper insights into communications data. “AI is becoming embedded across the communications stack, and organizations are now looking at how these capabilities can improve both employee and customer experiences,” Pleasant said.

The conversation also explored how enterprise buyers are navigating a crowded and rapidly evolving market. With a wide range of cloud communications providers, collaboration platforms, and AI-driven tools available, organizations must carefully evaluate solutions that align with their long-term communications strategies.

Pleasant emphasized that industry events such as Enterprise Connect provide a valuable opportunity for enterprises, service providers, and technology vendors to evaluate emerging solutions and better understand where the communications market is heading.

As enterprises continue modernizing their communications environments, Pleasant highlighted the importance of strategic planning and thoughtful technology adoption to ensure that AI and collaboration tools deliver measurable business value.

Learn more about COMMfusion: https://www.commfusion.com/