CX Customer Experience Archives - Telecom Reseller / Technology Reseller News

By Doug Green “The best survey is the one you don’t have to send.” In this Technology Reseller News podcast, John Moses, Vice President of Member Experience at Oura, explains how the company is using AI to develop a new customer experience metric called TCX — Total Customer Experience — designed to measure service quality continuously rather than relying primarily on traditional surveys. Oura is best known for its wearable ring, but Moses says the company also sees itself as a membership and healthcare business. Customers wear the device throughout the day, interact frequently with the Oura app and rely on the platform for ongoing health insights. That continuous relationship led Oura to rethink how it measures customer experience. Traditional tools such as CSAT and post-interaction surveys depend on customers choosing to respond. Moses says response rates are limited, survey fatigue is real, and the feedback is often too vague to tell a service organization exactly what went right or wrong. TCX takes a different approach. Oura uses AI to analyze customer interactions directly and scores them across four areas: whether the issue was correctly identified, whether the customer experienced friction during the support process, whether the issue was resolved, and what the customer’s sentiment was at the end of the interaction. All four need to be positive for the interaction to receive a successful TCX score. That creates a much larger pool of data than surveys alone. Moses says managers can drill into performance by channel, problem type, contact center, team or individual representative and see where service quality is improving or slipping. Speed is another advantage. Instead of waiting weeks or months for survey trends to emerge, Oura can see problems much closer to when they occur and respond faster. The model also helps evaluate AI-driven service. As AI takes on a larger share of customer interactions, Moses says companies need a way to govern those systems at scale. “AI is now doing the work,” Moses says. “We need a measure that can keep up with the productivity of AI and tell us where to look.” Oura also uses TCX to help human service representatives understand what worked in successful interactions and where they could improve. Moses believes the larger industry may eventually need a new standard for measuring customer experience in an AI-driven world. His hope is that TCX can contribute to that conversation. To learn more about Oura’s TCX you can read the blog here. The post Oura Uses AI to Measure Total Customer Experience in Real Time, Podcast appeared first on Telecom Reseller / Technology Reseller News.

By Doug Green The latest technology isn’t always the greatest competitive advantage. Sometimes, it’s the ability to keep customers running when something goes wrong. In this Technology Reseller News podcast, Doug Green speaks with Peter Siler, sales manager at Leaseweb USA, about the company’s article, “Reliability Is the New Innovation.” Their conversation explores why reliability, resilience, and predictable infrastructure costs are becoming increasingly important for managed service providers. Siler explains the distinction between uptime and true resilience. While uptime measures service availability, resilience addresses what happens when infrastructure fails, including how quickly systems recover and whether services can continue operating across different locations. The discussion examines how hybrid and multi-cloud environments can introduce hidden single points of failure, why disaster recovery requires more than a backup plan, and how MSPs can design infrastructure around their customers’ actual business requirements. Siler also discusses Leaseweb’s global infrastructure, its flexible approach to cloud deployment and the importance of avoiding unnecessarily complex or expensive solutions. For MSPs, resilience can also create new recurring revenue opportunities through monitoring, cybersecurity, capacity planning and disaster recovery services. The message is that reliability is not simply a technical specification. It can be a business differentiator, a customer retention strategy and an opportunity for MSPs to deliver greater value. Read the original article: https://telecomreseller.com/2026/09/29/reliability-is-the-new-innovation/ Learn more about Leaseweb: https://www.leaseweb.com The post Reliability Is the New Innovation: How MSPs Can Turn Resilience Into Competitive Advantage, Leaseweb Podcast appeared first on Telecom Reseller / Technology Reseller News.

By Doug Green “Don’t treat this as stop using SMS. Treat it as stop relying on only one channel.” In this Technology Reseller News podcast, Gegham Azatyan of Dexatel discusses Microsoft’s move away from directly providing SMS and voice authentication and why businesses should be preparing for a more diversified approach to user verification. Dexatel is a communications platform that helps businesses reach customers through SMS, voice and messaging applications including WhatsApp, Viber and Telegram through a unified API. Azatyan says Microsoft is shifting toward passkeys as the default authentication method and plans to complete the transition away from directly providing SMS and voice authentication by February 2027. That does not mean SMS disappears. Businesses will still be able to use SMS and voice authentication through external telecom providers, but Azatyan says the larger lesson is that companies should not depend on a single authentication channel. Security is one of the main drivers. Azatyan says AI is changing the economics of fraud by making phishing, social engineering and other attacks easier and cheaper to operate at scale. That creates greater pressure on enterprises, particularly financial institutions and other high-risk organizations, to use stronger authentication methods. At the same time, SMS remains important. Azatyan says startups, e-commerce companies, gaming providers and other digital businesses continue to use SMS-based verification because it is simple, fast to deploy and broadly available. Dexatel’s answer is a multi-channel model. Through Dexatel Verify, businesses can combine SMS with WhatsApp, voice, RCS and other channels while using intelligent fallback when the primary method is unavailable or inappropriate. The company is also developing AI-based fraud prevention that analyzes communications traffic and looks for suspicious behavior before messages are sent. “Our approach is not to say SMS is bad,” Azatyan says. “Use the right channel for the right situation, don’t depend on one channel, and detect fraud as early as possible.” That same strategy reflects Dexatel’s broader direction. Azatyan says the company is building communications infrastructure for the AI era, including fraud prevention, AI voice infrastructure and tools that allow AI agents to communicate with people across messaging, voice and verification channels. AI agents may make more decisions, he says, but they will still need reliable infrastructure to send a message, make a call, verify a user or begin a conversation. Visit Dexatel.com to learn more. The post Dexatel: Microsoft’s SMS Authentication Shift Makes Multi-Channel Verification More Important, Podcast appeared first on Telecom Reseller / Technology Reseller News.

By Doug Green “We are our partners. We’ve seen what they see, and we built the platform around those real-world problems.” In this Technology Reseller News podcast, Bill McClain and Jody Gonzalez of UponAI explain how the company is approaching voice AI from a telecommunications-first perspective, giving MSPs a way to add AI agents without forcing customers onto a specific phone platform. UponAI connects to existing PBXs through SIP extensions, allowing AI agents to work inside the customer’s existing telephony environment. That is important for MSPs serving customers with mixed, legacy or evolving communications systems. Gonzalez says many AI voice platforms were built without a deep understanding of telephony. UponAI was designed around the opposite assumption: the AI needs to understand the phone system, its extensions, queues, transfers and call flows. The company describes its platform as a toolbox that MSPs can use to build their own agents. That includes support for integrations with CRM, billing, accounting and other business systems through APIs, MCP, webhooks and low-code or no-code integrations. The platform is also white-label, allowing partners to offer the service under their own brand and determine how they bill their end customers. One difference that has attracted attention is per-second billing. Instead of rounding short calls up to the next minute, UponAI charges partners for the actual seconds used. At larger call volumes, McClain says that can materially affect cost. The company also puts considerable emphasis on call handling. AI agents can see whether someone is already on the phone, perform more sophisticated transfers and return to the caller if the intended recipient is unavailable rather than simply dropping the call into voicemail. “It’s about outcomes,” McClain says. “If the customer’s problem isn’t solved, what good is it?” The company is already applying the technology across different industries. One upcoming deployment involves a medical office where patients will be able to authenticate and address outstanding balances using an AI agent. Another use case supports an operation at JFK Airport handling international calls related to pets. UponAI’s multilingual agents can automatically switch among 10 languages, with additional languages available through separate agents. Gonzalez says the platform also includes pronunciation controls, which can be important for names, cities and industry-specific terminology. For MSPs entering voice AI, UponAI also provides a four-week onboarding process designed to help partners build their first agents and understand the platform well enough to manage future deployments themselves. Visit UponAI.com to learn more or book a demo. The post UponAI Gives MSPs a Telecom-Native Path into Voice AI, Podcast appeared first on Telecom Reseller / Technology Reseller News.

By Doug Green “We built this as telecom people first — because AI voice has to understand the phone system.” In this Technology Reseller News podcast, Bill McClain and Jody Gonzales of UponAI explain why they believe voice AI needs to be built around real-world telephony, not bolted onto it afterward. The result is a platform designed for MSPs, service providers and enterprises that need AI agents to work across existing PBXs, call queues, extensions, CRMs and other business systems. McClain and Gonzales say one of the biggest differences is control of the call. Rather than sending a call out to a separate ten-digit number and losing visibility into what happens next, UponAI can connect through SIP extensions or SIP trunks and remain integrated with the customer’s communications environment. That makes functions such as transfers far more sophisticated. An UponAI agent can perform cold transfers, warm transfers and what the company calls agentic warm transfers. The AI can contact an employee, explain who is calling and why, listen to the employee’s response, and then decide whether to complete the transfer, send the caller to voicemail or route the call somewhere else. McClain says that mirrors the way people traditionally handled calls inside an office. The platform is also designed to work across multiple phone systems rather than tying the customer to a single vendor. For MSPs serving organizations with mixed or legacy environments, that can be significant. UponAI also emphasizes integrations. Agents can connect with CRM, EHR, billing, scheduling and accounting systems, allowing them to check balances, schedule appointments, send payment links, collect information and trigger workflows without requiring a human for every step. The company says its platform supports hundreds of voices and dozens of languages, along with voice and chat agents, web widgets, SMS, calendar integration, knowledge bases and live call monitoring. Its Agent IQ capability can review an AI agent’s configuration, identify potential problems and run simulations before deployment. Reliability is another focus. McClain says UponAI can fail over between LLMs, voice providers and speech services if a primary provider becomes unavailable. The company also uses per-second billing rather than rounding calls up to the next minute — a difference that can become meaningful at higher call volumes. For MSPs, Gonzales says the platform includes white-label options, partner administration and a structured onboarding program designed to teach partners how to build, integrate and manage their own agents. “We are our partners,” McClain says. “We live this every day.” Visit UponAI.com to learn more. The post UponAI Brings Telecom-Native Voice AI to MSPs, Podcast appeared first on Telecom Reseller / Technology Reseller News.