UponAI Gives MSPs a Telecom-Native Path into Voice AI, Podcast

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.