Telecom Reseller / Technology Reseller News

Matt McGinnis, VP of Product, Industry, and Solution Marketing, and Tim Richter, Senior Director of Product Marketing at Five9, spoke with Doug Green, Publisher of Technology Reseller News, during the Enterprise Connect conference about how artificial intelligence is reshaping the contact center and redefining how organizations think about workforce management.

McGinnis explained that contact centers are entering a new era where AI is becoming a core member of the workforce rather than simply a support tool. “AI is now capable of handling a meaningful portion of customer interactions, allowing human agents to focus on more complex and high-value conversations,” he said. This shift enables organizations to improve response times while maintaining high-quality service experiences.

Richter emphasized that the successful adoption of AI requires companies to rethink their approach to workforce strategy. “The future of the contact center is about blending human expertise with AI capabilities to create a more intelligent workforce,” he noted. Organizations that effectively combine automation with human insight can manage higher interaction volumes while delivering more personalized customer experiences.

Five9’s platform is designed to help enterprises deploy AI-driven capabilities without disrupting existing operations. These tools assist agents in real time, automate routine requests, and provide deeper analytics into customer behavior and performance trends.

As enterprise leaders gathered at Enterprise Connect to explore the next phase of communications and customer engagement, the conversation underscored how AI-powered workforce transformation is quickly becoming a defining element of modern contact center strategies.

Learn more about Five9: https://www.five9.com/

Matt Bramson, Chief Revenue Officer at Spearfish, spoke with Doug Green, Publisher of Technology Reseller News, during the Enterprise Connect conference about how AI is transforming workforce intelligence and performance management in the contact center.

Bramson explained that Spearfish focuses on helping organizations better understand and support their frontline customer service teams by analyzing real conversations between agents and customers. Using AI-driven insights, the platform identifies coaching opportunities, highlights best practices, and provides managers with actionable data that can improve both agent performance and customer experience.

A key theme of the discussion was the importance of turning conversational data into practical intelligence. “Every interaction between an agent and a customer contains insights that can help improve performance,” Bramson said. By analyzing those interactions at scale, organizations can identify patterns that help supervisors coach agents more effectively and optimize service operations.

Bramson also emphasized that many organizations struggle with the complexity of managing large contact center teams while maintaining consistent service quality. AI-powered analytics can surface key moments in conversations, helping managers focus on the interactions that matter most rather than manually reviewing thousands of calls.

As enterprise communications leaders gathered at Enterprise Connect to explore the future of AI in collaboration and customer engagement, Spearfish highlighted how conversation intelligence can help organizations improve agent effectiveness, strengthen customer relationships, and create more data-driven contact center operations.

Learn more about Spearfish: https://spearfish.ai/

Jonathan Buckle, SVP for the Americas at Mitel, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about how organizations are rethinking communications platforms to better support the modern workforce.

Buckle explained that enterprises are looking beyond traditional telephony toward platforms that improve employee productivity and engagement while integrating communications directly into business workflows. As organizations adapt to hybrid work models and distributed teams, unified communications systems must evolve to support collaboration across multiple locations and devices.

A key theme of the discussion was workforce experience—the idea that communications technology should make it easier for employees to connect with colleagues and customers while accessing the tools they need to do their jobs. “Organizations are realizing that the experience employees have with their communications tools directly impacts how well they can serve customers,” Buckle said.

Mitel’s strategy focuses on delivering communications platforms that combine voice, collaboration, and contact center capabilities while supporting cloud, hybrid, and on-premise deployment options. This flexibility allows organizations to modernize at their own pace while continuing to support existing infrastructure investments.

As discussions at Enterprise Connect continue to highlight the role of AI, cloud platforms, and evolving workplace expectations, Buckle emphasized that communications technology will remain central to how organizations enable productivity and deliver better customer experiences.

Learn more about Mitel: https://www.mitel.com/

Infobip Launches AgentOS to Bring AI Agents to CPaaS Platforms, Podcast, Infobip, a global leader in CPaaS (Communications Platform as a Service), is using the rise of generative AI to expand what programmable communications platforms can do. The company announced that AgentOS will officially launch on April 1, with customers already beginning to onboard ahead of the formal release

“AgentOS is our agent platform that will officially launch on April first. It’s not a joke—it’s very serious.”

At the recent Enterprise Connect 2026 event in Las Vegas, Moshe Beauford, reporting for Technology Reseller News, spoke with Krešo Žmak of Infobip about the company’s latest innovation: AgentOS, a new platform designed to bring AI-powered agents into the programmable communications ecosystem.

Infobip, a global leader in CPaaS (Communications Platform as a Service), is using the rise of generative AI to expand what programmable communications platforms can do. The company announced that AgentOS will officially launch on April 1, with customers already beginning to onboard ahead of the formal release.

According to Žmak, AI has been part of Infobip’s strategy for years, long before the current wave of generative AI technologies.

“We started working with AI about eight years ago,” Žmak explained. “Back then it was natural language processing and machine learning. Now with generative AI we can move much further and enable agents that can actually participate in conversations.”

AgentOS is designed to help companies deploy AI-driven agents across multiple communications channels including messaging, voice, and digital engagement platforms. The platform builds on Infobip’s CPaaS infrastructure, allowing developers and enterprises to integrate AI capabilities directly into customer interactions.

For telecom providers, developers, and enterprises attending Enterprise Connect, the announcement reflects a broader shift underway in the communications industry. CPaaS platforms, traditionally associated with APIs for messaging and voice, are rapidly evolving into intelligent communication layers powered by AI.

By embedding AI agents directly into programmable communications workflows, Infobip aims to help organizations automate interactions, streamline customer engagement, and build more intelligent communication systems.

More information about Infobip can be found at https://www.infobip.com/.

AudioCodes Expands Beyond Session Border Controllers with AI-Driven Communications, Microsoft Teams Contact Center, and Intelligent Conversation Insights for the Enterprise Channel, Podcast

“AudioCodes is ever-evolving,” says Sharone Ben-Levi, Vice President of Business Development at AudioCodes. “Many people know us from Session Border Controllers, but today we’re delivering a much broader portfolio of solutions.”

In a recent Technology Reseller News podcast interview conducted by Moshe Beauford, Ben-Levi discussed how AudioCodes has evolved from its long-standing leadership in enterprise Session Border Controllers (SBCs) to become a broader communications solutions provider serving the UCaaS, CCaaS, and collaboration markets.

For years, AudioCodes has played a foundational role in enterprise voice infrastructure, connecting carriers to platforms such as Microsoft Teams, UCaaS, and contact center environments. According to Ben-Levi, the company remains a market leader in SBCs, but the company’s focus has expanded significantly.

Today, AudioCodes delivers a wide range of enterprise solutions including a full contact center platform for Microsoft Teams, meeting recording and analytics tools, and collaboration insights that extract actionable intelligence from business conversations.

A key theme in the discussion was the increasing role of artificial intelligence across enterprise communications. Ben-Levi emphasized that AI is no longer just a buzzword but a practical capability being embedded across collaboration and contact center environments.

AudioCodes’ solutions now incorporate AI-driven capabilities such as meeting analysis, automated insights, and advanced content extraction from conversations. These capabilities help organizations better understand interactions, improve customer experience, and generate value from the growing volume of enterprise communications data.

Ben-Levi also highlighted the importance of the partner ecosystem. For resellers, systems integrators (SIs), and global systems integrators (GSIs), the expanding AudioCodes portfolio presents new opportunities to deliver AI-enabled communications solutions that integrate voice infrastructure, collaboration platforms, and contact center technology.

As enterprise communications continue to evolve toward AI-enhanced platforms, AudioCodes is positioning itself not just as a voice infrastructure provider, but as a strategic partner delivering intelligent communications solutions across the enterprise.

Charlene Ignacio of Fornix Marketing spoke with Doug Green, Publisher of Technology Reseller News, during the Enterprise Connect conference about how technology vendors can better plan, execute, and measure the success of their trade show participation.

Ignacio explained that many companies invest heavily in conferences but often fail to fully capitalize on the opportunity because they lack a clear strategy before, during, and after the event. Effective trade show marketing begins well before the event itself, she noted, with outreach campaigns, meeting scheduling, and clear messaging designed to attract the right audience to a booth or presentation.

Another key factor is having a structured approach to engagement during the show. Vendors should focus not only on product demonstrations but also on meaningful conversations that identify potential customer needs and partnership opportunities. “Trade shows are about building relationships and starting conversations that continue long after the event ends,” Ignacio said.

Post-event follow-up is equally important. Companies that quickly organize and act on leads—while continuing conversations through email, social media, and content marketing—are far more likely to convert trade show interactions into real business opportunities.

As industry professionals gathered at Enterprise Connect to explore the future of enterprise communications and collaboration, Ignacio emphasized that a thoughtful event strategy can transform conferences from simple brand exposure into powerful drivers of sales pipeline and long-term industry relationships.

Learn more about Fornix Marketing: https://fornixmarketing.com/

Gautam Vasudev, SVP of Product Management for Agentforce Service at Salesforce, spoke with Doug Green, Publisher of Technology Reseller News, during the Enterprise Connect conference about Salesforce’s vision for agentic AI and its role in transforming customer service operations.

Vasudev explained that Agentforce Service represents Salesforce’s next step in bringing autonomous AI agents into the contact center and customer experience environment. These AI-powered agents are designed to handle routine service requests, assist human agents in real time, and orchestrate workflows across enterprise systems. “Agentic AI allows organizations to move beyond simple automation and into systems that can actually reason through customer issues and take action,” Vasudev said.

The goal is to improve both efficiency and customer satisfaction by enabling AI agents to resolve common service requests quickly while allowing human agents to focus on more complex interactions. By integrating AI directly into the Salesforce platform, Agentforce Service can connect customer data, workflows, and communications across the enterprise.

Vasudev noted that enterprises are increasingly looking for AI solutions that go beyond chatbots and scripted automation. Agentic AI systems are designed to understand context, interact with multiple systems, and assist human workers in delivering more personalized customer experiences.

As industry leaders gathered at Enterprise Connect to explore the future of enterprise communications and AI-powered collaboration, Salesforce highlighted how agentic AI platforms like Agentforce Service could redefine how organizations manage customer engagement and service delivery.

Learn more about Salesforce: https://www.salesforce.com/

Jeff Winnett, General Manager for the Americas at Wildix, spoke with Moshe Beauford of Technology Reseller News during the Enterprise Connect conference about how AI and cloud-native communications platforms are reshaping collaboration and customer engagement strategies for enterprises and channel partners.

Winnett explained that Wildix has focused on building a fully integrated communications and collaboration platform designed to simplify deployments for partners while delivering advanced capabilities for businesses. Rather than relying on multiple third-party integrations, the company emphasizes a tightly integrated approach that combines voice, messaging, video, and customer engagement tools within a single platform.

A major topic at Enterprise Connect was the growing role of artificial intelligence in enterprise communications. Winnett noted that AI is increasingly being applied to improve workflows, assist users during conversations, and deliver deeper insights from communications data. “AI is becoming a natural extension of communications platforms, helping organizations automate routine tasks and improve how teams interact with customers,” he said.

Winnett also highlighted the importance of the partner ecosystem in bringing modern collaboration solutions to market. Wildix’s partner-focused model enables MSPs and channel providers to deliver unified communications solutions that are easier to deploy and manage while creating new opportunities for recurring revenue.

As organizations continue shifting toward cloud-based communications and AI-enhanced collaboration tools, discussions at Enterprise Connect underscored how platforms like Wildix are helping partners and enterprises adapt to the next phase of digital workplace transformation.

Learn more about Wildix: https://www.wildix.com/

Jeff Pulver of the vCon Foundation spoke with Doug Green, Publisher of Technology Reseller News, during the Enterprise Connect conference about the growing importance of structuring conversational data as enterprises deploy AI across communications platforms.

Pulver explained that vCon—short for “virtualized conversations”—is a framework designed to capture and structure conversations from voice, video, and messaging systems into standardized data objects. These conversation records can then be analyzed, stored, and integrated into enterprise workflows. “Conversations are one of the richest sources of enterprise data, but historically they’ve been unstructured and largely lost once the interaction ends,” Pulver said.

As AI becomes embedded across unified communications, contact centers, and collaboration tools, structured conversation data becomes increasingly valuable. The vCon framework enables organizations to treat conversations as durable digital assets that can support analytics, compliance, training, and automation initiatives.

Pulver emphasized that enterprises already generate vast amounts of conversational data every day through calls, meetings, and messaging platforms. By capturing those interactions in a structured format, organizations can unlock insights that improve customer engagement, operational efficiency, and decision-making.

As discussions at Enterprise Connect increasingly center on AI-driven communications platforms, Pulver believes structured conversation frameworks like vCon will play an important role in enabling organizations to transform everyday communications into actionable data that powers the next generation of intelligent business applications.

Learn more about the vCon Foundation: https://www.pulver.com/vconfoundation

David Danto and Dave Michels of TalkingPointz joined Doug Green, Publisher of Technology Reseller News, for a discussion recorded at the Enterprise Connect conference, where they reflected on the major forces reshaping enterprise communications, collaboration platforms, and the growing influence of AI.

The analysts noted that while artificial intelligence dominated the conversation at Enterprise Connect, the real challenge for enterprises is turning AI from a headline into a practical business tool. Organizations are experimenting with AI across collaboration platforms and contact centers, but many are still determining how to deploy it effectively. As Danto observed, “The industry is moving quickly toward AI-enabled communications, but enterprises still need to figure out how to apply it in ways that deliver measurable business value.”

Michels added that the communications ecosystem continues to grow more complex as enterprises evaluate multiple cloud platforms, integrations, and emerging capabilities. “Companies aren’t just choosing a phone system anymore,” Michels explained. “They’re choosing an entire communications ecosystem that has to integrate with business applications and support evolving workplace needs.”

The discussion also highlighted the role of industry gatherings like Enterprise Connect in helping enterprises and technology providers evaluate these changes. Events bring together analysts, vendors, and enterprise leaders to assess emerging technologies and understand how they fit into broader IT and collaboration strategies.

As enterprise communications continues to evolve through cloud platforms, AI, and new collaboration models, insights from TalkingPointz analysts like Danto and Michels help organizations navigate a rapidly shifting landscape and make more informed technology decisions.

Learn more about TalkingPointz: https://talkingpointz.com/