At Enterprise Connect 2025, John Tucker, VP of Product at Intermedia, shared how the company is strengthening its AI, UCaaS, and CCaaS capabilities while deepening its commitment to partners in the MSP and service provider space.

Intermedia recently announced intelligent archiving integration for Microsoft Teams, addressing a key challenge for businesses—siloed data across UC, CC, and M365 email. By unifying communications records into a single platform, Intermedia enhances compliance and enables AI-powered insights for more effective business decision-making.

With 95% of its business driven by partners, Intermedia continues to refine its white-label UCaaS and CCaaS solutions. The Intermedia Ascend program, now supporting 50+ service providers, allows CSPs to integrate their own network and PSTN assets while delivering a competitive cloud communications offering.

AI was a central theme at Enterprise Connect, and Tucker emphasized the importance of moving beyond AI hype to create real business impact. Intermedia’s AI capabilities focus on:

Actionable insights from integrated UC, CC, and email data

AI-powered compliance and security features

Sales enablement and training to help partners compete more effectively

Intermedia will continue engaging with partners at Channel Partners in Las Vegas next week and Cloud Connections in St. Petersburg in April.

For more information, visit www.intermedia.com.

At Enterprise Connect 2025, I caught up with Jeffrey Palmer and Rob McDougall of Upstream Works, a company with a 25-year track record of simplifying agent desktops and optimizing the contact center experience.

While much of the industry has focused on customer experience, Upstream Works continues to champion the agent experience—eliminating silos and delivering consistency across voice, video, and digital channels.

One highlight of our conversation: Upstream Works AgentNow, an innovative solution born out of a collaboration with United Airlines. AgentNow enables face-to-face communication between customers and agents via a smartphone, email link, or QR code—no more waiting in line at the airport. Already adopted across industries like healthcare, financial services, and education, it’s proving to be a scalable, low-overhead, managed service with real business outcomes.

We also discussed the new Omni AI Hub, a flexible AI integration platform that brings AI tools together under one seamless experience. Whether it's Amazon, Google, Microsoft, or Upstream Works’ own models, the Hub lets organizations apply the right AI tool for the job while giving agents a consistent, unified interface. AI finally becomes operational and useful—without adding new silos to the desktop.

It’s clear: Upstream Works is helping enterprises move from AI buzz to AI reality.

Learn more at www.upstreamworks.com

#EnterpriseConnect #AI #CX #ContactCenter #AgentExperience #UnifiedCommunications #CustomerService #UpstreamWorks #AgentNow #OmniAIHub #VideoEngagement #UCaaS #CCaaS

Don’t miss this podcast, where Ingram Micro’s John Fago explains how the platform company is elevating the power of community by bringing its two Five-Star partner communities—Ingram Micro SMB Alliance and Ingram Micro Trust X Alliance (TXA)—together under the international brand of TXA. He explores how this move is creating a strong, industry-leading global peer-to-peer community of 500+ premiere Technology Advisors and MSPs across 7 countries, where members can connect with peers facing the same challenges and situations, and learn from and support one another.

Throughout the discussion, John and Doug review the history of Ingram Micro’s communities, the drivers behind the decision to unite the two programs, and what it all means for Community members. John also shares a sneak peek at what’s next for Trust X Alliance. For more information on Trust X Alliance, click here.

At Enterprise Connect 2025, Gerry Christensen, founder of Wireless Waypoint, is preparing for an important panel discussion: “Building Trust in Outbound Calling Systems” on Thursday, March 20, at 9 a.m.

Restoring Trust in Caller ID

Many consumers no longer trust unknown calls, assuming they’re scams. Even essential calls—like fraud alerts from banks—are often ignored because they appear as "Spam Likely." Christensen emphasized that branded calling, authentication, and consent management are key to rebuilding trust.

Steps for IT Managers

For enterprises managing outbound calls, Christensen suggests:

Know Your Customer (KYC) – Verify who is making calls on your behalf.

Authentication & Validation – Ensure calls originate from trusted sources.

Branded Calling – Display logos, reasons for calls, and verified IDs.

Call Routing Awareness – Understand how calls travel through the network to avoid losing attestation levels.

A-B Testing & Industry-Specific Approaches

Companies can experiment with branded calling by A/B testing:

A Group – Calls with branding, such as a company logo and caller ID.

B Group – Standard outbound calls.

This helps businesses measure response rates and effectiveness.

Additionally, Christensen stressed the importance of industry-specific use cases—such as banks notifying customers of fraud alerts or healthcare providers confirming appointments.

Where to Learn More

Christensen encourages IT leaders to analyze their call origination process, work with trusted providers, and optimize call routing. For more insights or consulting, he is available via:

Enterprise Connect app

Wireless Waypoint website

LinkedIn

As outbound calling evolves with AI and authentication tools, Christensen’s insights at Enterprise Connect are essential for companies looking to boost answer rates and improve customer trust.

#EnterpriseConnect #WirelessWaypoint #BrandedCalling #CX #Trust #Telecom #OutboundCalls

At Enterprise Connect 2025, technology adoption is a major topic, and 1UC is here to help businesses navigate it smoothly. I caught up with Ash Webster from 1UC, a company that specializes in technology adoption and user training, offering white-labeled services that integrate seamlessly with major software providers like Luware, Microsoft, Cisco, Genesys, and Zoom.

"We act as an extension of our partners’ teams," Webster explained. "Whether it's rolling out Teams telephony, optimizing contact centers, or ensuring a smooth transition to a new platform, our goal is to enhance customer experience, accelerate adoption, and reduce support demands."

Unlike traditional training providers, 1UC goes beyond simple instruction. "We don’t just train—we enable success," Webster emphasized. The company works directly with technology vendors, ensuring that customers get the best possible experience while vendors see faster adoption and fewer support issues.

As businesses increasingly invest in unified communications (UC) and contact center solutions (CCaaS), ensuring users fully adopt the technology is critical. That’s where 1UC steps in—helping organizations bridge the gap between deployment and full-scale adoption.

For technology vendors looking to improve customer success and drive engagement, 1UC offers a proven solution.

Learn more at https://1uc.co.uk/

#EnterpriseConnect #UCaaS #CCaaS #DigitalTransformation #TechAdoption #Training #1UC

At Enterprise Connect 2025, David Sundstrom, Regional Sales Manager at LogiSense, highlighted how usage-based billing is transforming the way companies monetize software, AI, and connectivity services.

Moving Beyond Seat-Based Pricing

Traditionally, software and communications platforms relied on seat-based licensing, where businesses would buy a fixed number of user licenses. But as finance teams scrutinize renewals, questioning unused licenses and looking for cost efficiencies, enterprises are shifting to pay-as-you-go models.

“A much more elegant way to monetize your product is what we call a usage-based or consumption-based model, where companies pay for what they use,” Sundstrom explained.

LogiSense provides the billing infrastructure that enables businesses to move from static pricing to dynamic, real-time billing models. The shift comes with complexity—from tracking usage data to implementing flexible pricing structures—but LogiSense simplifies the process, making it easier for enterprises to roll out consumption-based services.

Flexible Pricing Models Drive Growth

A key advantage of LogiSense’s platform is its ability to support diverse pricing models, including:

Pay-per-use – Customers pay a fixed rate per event or interaction.

Tiered pricing – Volume discounts reduce per-unit costs as usage increases.

Pooled usage – Shared usage across an organization without individual licenses.

Wallet-based billing – Prepaid drawdown models, commonly used in IoT and AI, where businesses commit to a spend level and use credits as needed.

The AI Monetization Opportunity

AI is reshaping industries, and LogiSense is positioned at the intersection of AI and monetization. According to Sundstrom, there are three primary ways companies are integrating AI into their revenue models:

Enhancing existing services – AI is being used to automate processes and improve efficiency within existing platforms.

Monetizing AI-driven tasks – Businesses are charging per AI-generated action, such as automated customer responses or data processing.

Outcome-based billing – AI is delivering measurable results, and companies are shifting from activity-based billing to billing for successful outcomes.

A leading example of outcome-based billing is Salesforce, which is monetizing AI-assisted tasks based on results rather than usage. LogiSense’s billing platform supports this shift, allowing companies to charge based on the tangible value AI delivers.

Why MSPs, MSSPs, and Carriers Should Pay Attention

Managed service providers (MSPs), managed security service providers (MSSPs), and carrier service providers are also prime candidates for usage-based billing models.

MSPs and MSSPs can bill clients based on service consumption, reducing waste and improving cost alignment.

Carrier service providers can bill on behalf of their partners, allowing them to adopt flexible models without building custom billing solutions in-house.

Where to Learn More

For those interested in learning more about usage-based billing and LogiSense’s solutions, the company’s website, logisense.com, offers additional resources.

Additionally, LogiSense will host the second annual Usage Economy Summit on November 5, 2025, in San Francisco. Following a successful inaugural event, this conference will bring together industry leaders to discuss the future of monetization, AI-driven billing models, and the impact of flexible pricing strategies.

As enterprises rethink how they charge for their services, LogiSense is helping businesses adapt, scale, and grow with smarter, usage-based billing solutions.

#EnterpriseConnect #LogiSense #UsageBasedBilling #SubscriptionEconomy #AI #Monetization #MSP #IoT

At Enterprise Connect 2025, Paul Holden, Vice President of EMEA at CallTower, shared insights on the company’s expansion in Europe, the Middle East, and Africa (EMEA) and highlighted mobility as a key industry trend. Holden reflected on his one-year anniversary with CallTower, having been the first employee in the EMEA region for the 20+ year-old U.S.-based company. "It's been a great learning curve," he said, explaining that CallTower’s agnostic vendor ecosystem, which includes Microsoft Teams, Cisco Webex, and Zoom for voice enablement, has helped establish the company in new markets.

Growing Presence in EMEA

CallTower’s expansion in EMEA has been steady. "A year ago, I was on my own, and now we’re a team of six," Holden said. The company has been building partnerships, identifying new routes to market, and refining its strategy to serve mid-market customers. Who is CallTower’s ideal customer? Holden pointed to mid-market businesses with multi-location operations, as their complexity requires seamless communication solutions across different platforms. "That’s where we win," he explained. On the partner side, CallTower is looking for managed service providers (MSPs), large resellers, and distributors who serve multi-location enterprises. "When you know where you win, you can target the right partners more effectively," Holden said.

What’s Hot in 2025? Mobility Takes Center Stage

One of the biggest opportunities Holden sees for 2025 and beyond is mobility. "You may have invested in Microsoft Teams for desktop calls, but what about mobile devices?" he asked. CallTower is focused on enabling native mobile dialers as Teams phone extensions, giving users the flexibility to seamlessly switch between business and personal calls. This feature, leveraging eSIM technology, allows calls to be made and received as if they were on a desk phone, even in low-bandwidth situations or while driving. "This is a game-changer," Holden said. "And it’s going to be a hot topic throughout 2025 and beyond."

Enterprise Connect & Channel Partners: Strengthening Relationships

At Enterprise Connect, CallTower is meeting with key technology partners, including Microsoft, Cisco, Zoom, and CCaaS providers like Five9, Solgari, and newly acquired Inoria (a Genesys partner). "It’s all about relationships," Holden emphasized. "People buy from people, and having strong vendor support gives confidence to our partners." Following Enterprise Connect, CallTower will head to Channel Partners in Las Vegas, which Holden described as "the Super Bowl of the industry." There, the company will shift its focus from vendors to channel partners, resellers, and distributors.

Learn More

For those interested in learning more about CallTower, Paul Holden can be reached at [email protected]

#EnterpriseConnect #UCaaS #CallTower #MicrosoftTeams #CiscoWebex #Zoom #Mobility #Telecom #ChannelPartners

At Enterprise Connect 2025, Michelle Ritz of Jabra joined Doug Green, publisher of Technology Reseller News, to discuss the company’s latest innovations, including the new PanaCast 40 VBS and continuous improvements across Jabra’s product line.

Expanding Video Solutions for Small Meeting Spaces

Fresh off its ISE 2025 debut, Jabra introduced the PanaCast 40 VBS, the only Android-powered video bar for small rooms with a 180-degree field of view. Available mid-2025, this solution ensures all participants are visible, addressing the growing demand for small-room video solutions. “Small meeting rooms are the fastest-growing segment in office spaces, yet they remain underserved when it comes to video,” said Ritz. “The PanaCast 40 VBS ensures that every participant is captured clearly.”

Continuous Innovation in Video and Audio

Jabra also announced enhancements to its PanaCast 50 lineup, including BYOD mode and intelligent meeting space capabilities. These improvements reinforce Jabra’s commitment to future-proofing its products, ensuring customers receive long-term value. As part of Jabra’s approach to enhancing existing devices, the Jabra Speak 275 speakerphone received a firmware update. This new capability allows users to pair two Speak 275 units together, expanding coverage for medium-sized meeting rooms.

The Future of AV in Hybrid Workspaces

Jabra recognizes that hybrid work models demand seamless audio and video experiences. AV solutions must be user-friendly, integrate across platforms, and eliminate distractions, such as unwanted background movement in glass-walled conference rooms. Features like intelligent meeting space help teams stay focused by ensuring only in-room participants appear on camera.

What’s Next for Jabra?

With continuous software and hardware innovations, Jabra remains committed to expanding its video, headset, and collaboration solutions. Attendees at Enterprise Connect can visit Jabra at Booth #1227 for hands-on demos.

For those unable to attend, visit Jabra’s website for more details, product updates, and upcoming releases.

At Enterprise Connect 2025, John Finch, VP of Product Marketing, Customer Engagement at RingCentral, joined Doug Green, publisher of Technology Reseller News, to discuss RingCentral’s latest AI-driven advancements that are reshaping business communications and customer engagement.

Introducing AI Receptionist (AIR): The Future of Call Handling

The highlight of the day? RingCentral’s AI Receptionist (AIR)—an AI-powered virtual assistant designed to handle inbound calls, provide information, and route callers efficiently while delivering a human-like customer experience without requiring a live receptionist.

“This is our foray into agentic AI,” said Finch. “It’s intuitive, simple to set up, and integrates seamlessly with existing knowledge bases, ensuring businesses can enhance their call-handling capabilities effortlessly.”

The Rise of Agentic AI in Business Communications

Agentic AI is revolutionizing enterprise communications by eliminating outdated IVR systems and rigid DTMF touch-tone menus. With AI-powered automation, businesses can now facilitate natural, real-time conversations that streamline call handling and reduce customer frustration.

RingCX: Expanding AI-Powered Customer Engagement

RingCentral’s RingCX—its native cloud contact center platform—has grown significantly, now serving 700+ companies. The platform seamlessly integrates UCaaS and CCaaS, enabling cross-team collaboration and improving overall customer experiences.

“RingCX is built for simplicity, ease of use, and deep AI integration,” said Finch. “We’re automating quality management, improving agent performance, and enhancing customer interactions in ways that traditional systems never could.”

Main Stage Presentation & The AI Evolution

During Enterprise Connect’s main stage keynote, RingCentral’s President and COO, Kira Macagon, will discuss how businesses can harness AI-driven insights to capture and leverage every customer interaction, ensuring more effective communication strategies.

Three More AI Innovations for Enhanced CX

In addition to AI Receptionist (AIR), RingCentral also unveiled:

AI Agent Assist: Real-time knowledge retrieval, allowing agents to automatically surface answers from company knowledge bases while handling live customer calls.

AI Supervisor Assist: Live call monitoring and sentiment analysis, providing supervisors with real-time alerts to intervene when customer interactions require guidance.

AI Interaction Analytics & Predictive CSAT: AI-driven customer satisfaction (CSAT) scoring, ensuring businesses receive continuous customer feedback without relying solely on traditional post-call surveys.

RingCentral’s AI-Powered Future

With RingSense AI at the core of its EX and CX offerings, RingCentral is ensuring that AI-powered innovations enhance unified communications, contact centers, and enterprise collaboration tools.

For those attending Enterprise Connect 2025, RingCentral’s booth (1000) features live demos of AI-powered solutions. For others, visit RingCentral’s website to explore how AI is transforming business communications.

At Enterprise Connect 2025, Sam Etler of Numeracle joined Doug Green, publisher of Technology Reseller News, to discuss how enterprises can protect their brand identity and restore trust in voice communications through secure branded calling.

Solving the Growing Threat of Spoofed Calls

Branded calling has become a critical tool for enterprises looking to authenticate their phone calls. However, traditional branding solutions have been vulnerable to spoofing, where scammers mimic legitimate businesses, damaging reputations and causing financial losses.

“This is a way of securely adding your logo, a reason for calling, and your name to a call in a way that cannot be spoofed,” said Etler. “Unlike legacy branded calling solutions, our cryptographic signatures ensure calls are verified by the mobile provider.”

What Makes Secure Branded Calling Different?

Protects against spoofing: Traditional branding can be manipulated by fraudsters who hijack a business’s caller ID, but Numeracle’s solution prevents unauthorized branding.

Enhances customer trust: Securely verifies the caller’s identity before the call reaches the recipient.

No third-party apps required: Works natively on iOS and Android without additional software.

Live Demos at Enterprise Connect

Numeracle is demonstrating this secure branded calling solution live at Booth #1000 at Enterprise Connect, showcasing real-time call authentication. “You’ll see our logo appear on devices with no prior setup, proving that the branding is delivered over the network securely,” said Etler.

Why Should Enterprises Pay Attention?

With brand reputation at risk, large enterprises need to act now to prevent call spoofing and ensure their customers trust incoming calls. For those not attending Enterprise Connect, more information can be found at numeracle.com, where enterprises can also learn about call reputation management solutions to combat spam labeling issues.