Crexendo and NUSO Partner to Deliver Global Cloud Communications Capabilities
CLAYTON, MO – October 23, 2025 / NUSO, a leading provider of cloud communications service delivery, today announced it has been chosen by Crexendo®, Inc. (NASDAQ:CXDO), an award-winning software technology company that is a premier provider of cloud communication platform software and unified communication as a service (UCaaS) offerings, including voice, video, contact center, and managed IT services tailored to businesses of all sizes, to be a preferred carrier for the Crexendo cloud communications platform. The expanded partnership allows Crexendo platform licensees to offer cloud communications capabilities over NUSO’s global delivery network, unlocking new revenue opportunities for service providers. With NUSO’s carrier footprint in more than 40 countries, the Crexendo platform now offers global service delivery with industry-leading call quality, uptime, and emergency calling compliance. Platform providers can now offer global service delivery to over 6 million end users worldwide who rely on Crexendo’s Netsapiens platform.
"Crexendo has long been an award-winning, trusted cloud communications platform provider, and our partnership with NUSO further extends our platform’s features on a global scale,” said Jeff Korn, Crexendo Chairman and CEO. “We appreciate NUSO’s service expansion and increased investment in the NetSapiens Platform in the US and Europe. In addition, our platform licensees now have new opportunities to generate revenue by offering these new global capabilities to their end-user customers. I’m very excited about Crexendo’s partnership with NUSO, and their Event Sponsorship of our User Group Meeting in Miami Beach next week. This partnership is yet another example of the growth and advancements in our platform that we continue to make for our valued service providers and their customers.”
“Crexendo’s platform has long set the standard for innovation and partner enablement in cloud communications,” said Matt Siemens, CEO of NUSO. “We’re proud to extend that vision globally through our carrier network and platform capabilities. Together, we’re giving service providers the reach, reliability, and compliance they need to deliver world-class communications anywhere their customers do business.”
Additional information on the NUSO partnership will be shared at Crexendo’s upcoming NetSapiens Platform User Group Meeting (UGM) to be held in Miami Beach, Florida, from October 27 through October 30, where the industry's leading service providers and technology partners come together to shape the future of cloud communications. NUSO is an Event Sponsor of Crexendo’s 2025 UGM.
About NUSO
NUSO is a global cloud communications provider that brings together AI powered voice, messaging, collaboration, contact center, and carrier-grade infrastructure in one secure platform. NUSO helps partners and enterprises scale faster, meet compliance demands, and deliver better customer experiences. With NUSO, organizations move beyond call routing to orchestrating the outcomes that matter. NUSO is ISO 27001:2022 certified and operates across the United States, Canada, Latin America, UK, and EMEA. Learn more at www.nuso.cloud.
About Crexendo
Crexendo, Inc. is an award-winning software technology company that is a premier provider of cloud communication platform and services, video collaboration and managed IT services tailored to businesses of all sizes. Our solutions currently support over six million end users globally, through our extensive global network of over 235 cloud communication platform software subscribers and our direct retail offering. For more information, please visit www.crexendo.com.
Safe Harbor Statement
This press release contains forward-looking statements. The Private Securities Litigation Reform Act of 1995 provides a "safe harbor'' for such forward-looking statements. The words, "believe,'' "expect,'' "anticipate,'' "estimate," "will'' and other similar statements of expectation identify forward-looking statements. Specific forward-looking statements in this press release include information about Crexendo (i) allowing platform licensees to offer cloud communications capabilities over NUSO’s global delivery network; (ii) unlocking new revenue opportunities for service providers; (iii) platform offering global service delivery with industry-leading call quality, uptime, and emergency calling compliance; (iv) platform providers offering global service delivery to over 6 million end users worldwide who rely on Crexendo’s platform; (v) partnership with NUSO further extending its platform’s features on a global scale; (vi) platform licensees having new opportunities to generate revenue by offering these new global capabilities to their end-user customers; (vii) partnership being yet another example of the advancements in our platform we continue to make for our valued service providers and their customers; (viii) setting the standard for innovation and partner enablement in cloud communications; (ix) extending that vision globally through NUSO’s carrier network and platform capabilities; (x) giving service providers the reach, reliability, and compliance they need to deliver world-class communications anywhere their customers do business; (xi) sharing information on the NUSO partnership at Crexendo’s upcoming NetSapiens Platform User Group Meeting (UGM).
For a more detailed discussion of risk factors that may affect Crexendo's operations and results, please refer to the company's Form 10-K for the year ended December 31, 2024, and Form 10-Qs as filed with the SEC. These forward-looking statements speak only as of the date on which such statements are made, and the company undertakes no obligation to update such forward-looking statements, except as required by law.
NUSO Contact:
Colleen Sheley
VP of Marketing, NUSO
marketing@nuso.cloud
Crexendo Contact:
Doug Gaylor
President and Chief Operating Officer
dgaylor@crexendo.com
602-732-7990
NUSO Announces Global Partnership with Zoom to Strengthen Enterprise Communication and Collaboration
NUSO will deliver Zoom licenses worldwide, combining global voice services with advanced compliance solutions
Clayton, MO – October 7, 2025 – NUSO, a global provider of cloud communications, today announced the expansion of its partnership with Zoom Communications, Inc. Building on its existing support for Zoom Cloud Peering in the Americas and EMEA, NUSO will now serve as a global partner for Zoom Phone and Zoom Contact Center licenses. This step extends a proven relationship and brings customers a direct path to combine Zoom’s platform with NUSO’s global network and compliance-ready services.
“Our partnership with Zoom now goes beyond Cloud Peering,” said Matt Siemens, CEO of NUSO. “We are combining Zoom’s proven collaboration tools with NUSO’s global delivery model and our AI and compliance solutions like NUSO Connect Recorder. This partnership delivers real outcomes for partners and customers through choice, international scale, compliance, and resiliency.”
This expanded partnership allows enterprises and partners to better:
- Drive business outcomes – By combining collaboration, telephony, and compliance services, enterprises reduce complexity, accelerate deployments, and improve customer engagement worldwide.
- Strengthen compliance and security – NUSO Connect Recorder supports regulatory requirements including GDPR, PCI DSS, and MiFID II, while providing transcription, analysis, and encryption.
- Gain resiliency – Resiliency from the ground up to maximize business continuity with features like NUSOflex
- Scale globally – NUSO’s international network enables consistent delivery of services across regions.
With these combined strengths, NUSO and Zoom are giving enterprises and resellers a more direct, reliable way to unify telephony, video, and contact center solutions while reducing complexity.
“The framework of a successful partnership always begins with a common goal - the customer,” said Nick Tidd, Head of Global Channel GTM at Zoom. “Zoom’s partnership with NUSO focuses on that customer experience by combining Zoom Phone and Zoom Contact Center technology with NUSO’s powerful global network. It also ensures our reseller partners have a more simplified way of delivering those customer experiences.”
The partnership will be announced at the Cavell Summit North America in Washington, D.C., where leaders in global cloud communications gather to showcase new approaches to enterprise collaboration.
Read more on NUSO.CLOUD.
About NUSO
NUSO enables partners and enterprises to deliver orchestrated, outcome-rich conversations at scale. NUSO unifies real-time AI, intelligent routing, and direct control of its global carrier network to power secure, scalable communications across unified communications, contact center, messaging, and customer engagement. The platform enhances network performance and customer experience through live transcription, sentiment analysis, and real-time automation. NUSO supports compliance and orchestration across voice provisioning, messaging, CX workflows, and call routing.
We Don’t Just Route Calls — We Orchestrate Outcomes.
NUSO is ISO 27001:2022 certified and operates across the United States, Canada, Latin America, UK, and EMEA. Learn more at www.nuso.cloud.
NUSO and EMW Computer Trading LLC (EMW) Partner to Deliver Advanced Cisco BroadWorks Platforms Across the Middle East and Africa
Harmony with Webex and NUSO accelerate service provider, hospitality, and enterprise deployments with secure voice applications and unified collaboration
Padua, Italy – 30th July 2025 – NUSO, a global leader in mission-critical voice applications for Cisco BroadWorks and Unified Communications environments, today announced a strategic partnership with EMW, a Dubai-based Master Service Provider and award-winning Systems Integrator. The collaboration aims to deliver future-ready BroadWorks platforms with built-in collaboration, compliance, and voice application layers to clients across the Middle East and Africa.
Through the combined power of Harmony with Webex and NUSO’s advanced call recording, attendant console, and call management tools, EMW enables service providers, hospitality groups, and enterprises to modernize their communication infrastructure with full-stack Cisco BroadWorks deployments — optimized for scalability, security, and ease of use.
“Our clients expect robust, cloud-based collaboration combined with advanced voice features to stay competitive,” said Serjios Hage, Chairman and CEO of EMW. “By integrating Harmony with Webex for seamless user collaboration and NUSO for feature-rich, compliant voice services, we deliver a next-gen UCaaS experience that empowers both providers and end users.”
NUSO’s software suite, which expanded after the acquisition of the ISV Mida Solutions, complements BroadWorks by offering key enhancements such as enterprise-grade call recording, real-time voice analytics, emergency call management, operator consoles, and compliance tools — all delivered via cloud or hybrid environments. Combining Harmony with Webex’s modern collaboration interface, the platform supports clients across hospitality, telecom, and enterprise verticals with carrier-grade UC and centralized service orchestration.
EMW’s regional presence includes direct support for thousands of data ports, voice extensions, and wireless access points, along with an active portfolio of BroadWorks deployments for hotels, telcos, and corporations. This partnership solidifies EMW’s role as a leading BroadWorks enabler in the region.
“NUSO’s goal is to make voice services smarter, safer, and more integrated,” said Marco Cortese, Country Manager of NUSO Italia and Sales Manager for EMEA: “Our partnership with EMW and Webex extends our voice applications across a region primed for telecom transformation — enabling clients to build BroadWorks environments that are secure, scalable, and tailored to their sector needs.”
🔎 About NUSO
NUSO is a global provider of value-added voice applications for Cisco platforms, specializing in call recording, operator consoles, emergency notification systems, and UC voice management. NUSO software is used by governments, hospitals, enterprises, and telcos worldwide to build secure, scalable, and compliant voice infrastructure. Certified for Cisco BroadWorks, Webex Calling and other leading platforms.
About EMW Computer Trading LLC
For over 22 years, EMW has delivered network infrastructure, Wi-Fi, telephony, and cloud solutions across the Middle East and Africa. As a certified Cisco BroadWorks and Webex integrator, EMW supports telcos, hotels, and large enterprises with 24/7 support, managed services, and award-winning systems integration expertise.
NUSO Connect Recorder Now Available Integrated Into Ribbon Edge 8000 Series SBCs
We’re excited to announce the NUSO Connect Recorder is now available as an integrated recording solution for customers purchasing Ribbon Communications’ Edge 8000 Series Session Border Controllers (SBCs).
This integration marks a powerful combination: enterprises can now leverage the performance and reliability of Ribbon’s SBCs alongside NUSO’s certified, compliance-first recording platform—without having to install a thing.
Seamless Integration, Zero Installation
NUSO Connect Recorder is pre-installed on the newly deployed Ribbon 8000 Series devices. That means no setup, no downloads, and no additional complexity for IT teams. The recording engine is ready to go—saving time, reducing risk, and accelerating time to compliance.
Whether you're in banking, healthcare, legal, or any industry that demands secure and compliant voice recording, this solution is built to scale and adapt.
Global Availability via Gamma
Ribbon’s SBC portfolio, including the 8000 Series, is now globally available through Gamma. Thanks to Techland’s (acquired by Gamma) long-standing collaboration with Ribbon—and over 20 years of experience in communication solutions—enterprises worldwide can now access SBCs with not just cutting-edge technology, but also deep post-sales expertise and proactive support.
Global delivery via Gamma’s Global Communications Enablement initiative now covers ~95% of countries. Combined with NUSO’s integrated Recorder, it’s a complete, future-ready solution delivered with global reach and local care.
Greater Capacity, Stronger Interoperability
The Ribbon Edge 8000 Series extends the proven capabilities of the 2000 Series (end-of sale from September 2025), offering greater capacity, stronger interoperability, and multi-tenant capabilities that support growing organizations. Designed to be cost-efficient and cloud-ready, the 8000 Series is built for businesses migrating to modern communications ecosystems—without compromising on security, quality, or control.
With NUSO Connect Recorder pre-integrated, the offering becomes even more compelling. You’re not just getting world-class voice infrastructure—you’re also getting:
- Certified call recording trusted in Microsoft Teams, Zoom, Cisco, and more
- End-to-end encryption and role-based access controls
- Real-time analytics, auditing, and compliance-ready storage
- Multi-environment support for hybrid and evolving UC deployments
Trusted by Thousands, Built for Enterprise
NUSO Connect Recorder is already trusted by thousands of organizations globally, including major financial institutions and multinational enterprises. With this integration, Ribbon customers now gain access to the same secure, scalable, and compliance-focused solution—straight out of the box.
Ready to Learn More?
Reach out to NUSO or your Ribbon representative to see how this new integration can simplify compliance and elevate your communications infrastructure.
A Decade of Trust: Amundi Case Study
How Amundi and NUSO Grew from a Local Project to a Global Standard
In highly regulated sectors like asset management, technology partnerships must be built on more than just features—they require trust, adaptability, and a long-term view. That’s exactly what defined the relationship between Amundi, one of the world’s top asset managers, and NUSO, their global voice recording partner since 2014.
In the high-stakes world of asset management, regulatory compliance is non-negotiable—especially when it comes to communications. Since 2014, NUSO has been a strategic partner to Amundi, one of the world’s top 10 asset management companies, supporting their journey toward robust, scalable, and future-ready voice recording compliance.
The Challenge: Replace Legacy Systems & Ensure Global Compliance
Operating under some of the strictest financial regulations in France and the EU, Amundi needed a flexible solution that could meet evolving compliance needs across multiple geographies. Indeed, Amundi’s infrastructure spanned offices in Europe, Asia, and North America. Any solution had to be scalable, secure, and easy to manage—without disrupting trading and operational continuity.
The Solution: A Phased, Adaptive Strategy
What began as a localized integration in Singapore grew into a global deployment across five countries, covering trading turrets, PBX systems, and Unified Communications platforms like Microsoft Teams.
Along the way, NUSO helped Amundi navigate critical transitions—from phasing out legacy platforms to implementing modern compliance and playback tools tailored to their regulatory obligations.
This partnership wasn’t just about keeping up with technology—it was about proactively co-developing solutions that meet strict European and global compliance requirements, while maintaining user efficiency and cost control.
“They have listened to us and developed the necessary tools to enable us to have a compliant recording solution for multiple sources while respecting our budget” said Christophe Bailly, Amundi Technology France.
Looking Ahead
What makes this partnership unique is not just the technology, but the trust and shared vision behind it. Amundi and NUSO continue to collaborate on evolving regulatory and infrastructure needs—with compliance, security, and adaptability at the core.
Read the full case study to learn how NUSO supported Amundi through 10 years of regulatory transformation and global voice compliance.
Kalaam Telecom, Mida Solutions and FVC enter Strategic Alliance to Elevate Comprehensive CCaaS & UCaaS Solutions in Bahrain & Saudi Arabia
Padua, Italy, 29 April 2025: Kalaam Telecom, a leading Regional Digital Solutions Provider, Mida Solutions, a NUSO Company and FVC, First Video Communications are proud to announce the signing of a strategic agreement aimed at delivering a seamless one-stop-shop experience for businesses operating in the Middle East region. This collaboration marks a significant milestone in the provision of cutting-edge Contact Center as-a-Service (CCaaS) and Unified Communications as-a-Service (UCaaS), Compliance Call Recording, and Advanced Analytics regulations in the region.
Under this agreement, Mida Solutions’ products will be distributed by FVC across the region via Kalaam Telecom, who will be an exclusive Managed Service Provider, MSP, offering Mida applications as SaaS coupled with end-to-end managed services, hosted locally in Kalaam Private Cloud in Bahrain and Saudi Arabia, thus ensuring data sovereignty and regulatory requirements around VOIP and data residency regulations in the respective region.
This partnership enables organizations to leverage SaaS contact center and call recording services with local language support, turn-key solutions and on-the-ground service availability throughout the MEA region via Kalaam Telecom operations in Bahrain and Saudi Arabia.
By hosting these solutions in Kalaam Telecom data centers in the Kingdom of Bahrain and Saudi Arabia, Kalaam Telecom will meet the stringent data residency requirements of organizations, including compliance with SAMA regulations, GDPR, MIFID II, PCI, HIPAA and other International privacy and financial regulations. The local hosting capability is a crucial asset for companies operating in the Saudi Arabian market.
Mida Solutions’ products are Microsoft Teams-certified and compatible with Zoom, catering to organizations with hybrid communication environments, integrating seamlessly with both traditional PBX systems and modern cloud platforms like Microsoft Teams™ and Zoom™.
Marco Cortese, Country Manager at Mida Solutions, remarked,
"This tri-party agreement signifies the evolution of our partnership with FVC. Our aim is to provide tangible solutions for companies in Bahrain and Saudi Arabia transitioning to advanced communication systems. With Kalaam Telecom on board, we can now offer a comprehensive one-stop shop solution with local hosting in both Bahrain and Saudi Arabia, setting a new standard for compliance and service quality."
Expressing his thoughts on the collaboration, Veer Passi, Group CEO of Kalaam Telecom commented,
"We are thrilled to be part of this strategic collaboration with Mida Solutions and FVC, offering local hosting solutions in Bahrain and Saudi Arabia. This partnership underscores our commitment to providing innovative solutions customized & tailored for the needs of Enterprises while ensuring data sovereignty for organizations across the MEA region."
This partnership between Kalaam, Mida Solutions, and FVC sets a new benchmark in the provision of cutting-edge communication solutions in the MEA region, empowering organizations with the tools to thrive in today's dynamic business landscape. Link to the official Press Release here.
For media inquiries, please contact:
Kalaam Telecom – d.siva@kalaam-telecom.com
Mida Solutions – serena.rigato@nuso.cloud
FVC – vasu@fvc.com
Where Should Resellers Focus Their Strategic Attention In 2025? Part II
Building on the foundation laid in part one of this topic, we now complete the overview–where MSPs and resellers should focus their attention to ride the next wave of telecom and cloud communications in 2025.
Despite rapid innovation across the market, many fundamental hurdles remain for resellers and Managed Service Providers (MSPs): competition is as intense as ever, margins are still under pressure, and ongoing consolidation is reshaping the industry.
Yet, fresh opportunities are emerging through technologies like Artificial Intelligence (AI) and “Informal CX” applications, opening the door for those poised to meet evolving customer demands.
Drawing on insights from Ralph Mora, NUSO VP & GM EMEA Region, this post will explore how resellers and MSPs can weather the turbulence of 2025, preserve their profitability, and tap into new sources of growth.
4. Regaining Profit Margins Through Differentiation
While overall revenues may look promising in a high-growth industry, profit margins are often where the real battle is won or lost. The commoditization of unified communications (UC)has pushed pricing downward, so resellers need a strategy that emphasizes unique applications, integrations, and services.
Drawing inspiration from a quote by Rita Mae Brown—“The definition of insanity is doing the same thing over and over and expecting different results.”—resellers should look to new revenue streams or augment their existing offerings with complementary products. That might include:
- Bundling UC and AI chatbots for a “smarter UC” package.
- Adding Informal CX solutions to streamline customer interactions.
- Including compliance-based services that address PCI, GDPR, and other regulatory mandates.
5. PSTN Switch-Off: Turning a Deadline into Opportunity
In the UK market (and others following suit), the impending PSTN switch-off is a key driver of change. While some organizations have already migrated to IP-based systems, many still lag behind. This represents a clear opportunity for resellers and MSPs: offering managed migrations can be lucrative and help forge strong, long-term customer relationships.
6. Plugging Portfolio and Skills Gaps
Success in 2025 isn’t solely about having the right products; it’s also about possessing the skill sets to sell, deliver, and support those solutions. Even the most robust offering can fail if sales and support teams are ill-equipped to explain its value or troubleshooting complex integrations.
Key takeaways:
- Focus on value creation rather than raw volume: The most consistent way to improve margins is by selling the types of applications and integrations that customers are willing to pay extra for.
- Identify laggards and limpets: Provide a clear, compelling path to IP-based communications, complete with options for integrated AI and informal CX, to those who haven’t made the move from PSTN yet.
- Upskill your team: AI, compliance, and advanced analytics require specialized knowledge.
- Collaborate with partners: If your organization lacks certain capabilities, partner with vendors or other MSPs to fill those gaps.
- Simplify pricing: Whether you go consumption-based or per-user, clarity is crucial. Overly complex billing can deter potential customers and erode trust.
NUSO’s Channel-Centric Approach
NUSO has designed a go-to-market strategy focused on partner enablement and portfolio breadth. Our philosophy centers on:
- Comprehensive Applications Stack: UC, contact centre solutions (both an informal contact center and a professional multichannel solution), compliance-based call recording, plus Microsoft Teams™, Zoom™, and Cisco™ integrations.
- Continuous M&A Growth: Adding new applications, technologies, and services to strengthen the overall offering.
- Channel Focus: We go to market through our partners—no channel conflict, very limited direct sales.
- Brand Awareness & Support: We’re investing heavily in raising our profile through events, advertising, and strategic partnerships.
Our goal is to help resellers and MSPs deliver solutions that address everything from simple telephony to advanced AI-driven CX, all backed by NUSO’s network services and support infrastructure.
Advice for Coming Out Stronger in 2025
As technology continues to evolve at a rapid clip, there’s one overarching principle that can guide resellers and MSPs toward sustainable success: identify where you excel, address gaps quickly, and collaborate when necessary.
Whether that means partnering with another MSP, leveraging vendor resources, or co-creating a new service offering, an ecosystem mindset often leads to better outcomes for everyone.
In short: play to your strengths, fill in your weaknesses, and always keep an eye on delivering real value to customers.
2025 promises both challenges and opportunities for telco resellers and MSPs. With margins compressed and competition fierce, only those who differentiate through AI integration, Informal CX, compliance-based services, and creative packaging will prosper. By tackling skills gaps, refining product portfolios, and collaborating within the channel ecosystem, MSPs can ensure not just survival but robust growth.
At NUSO, we stand ready to support you with a full-stack applications portfolio and a partner-focused strategy designed to help you thrive in this dynamic market. If you want to learn more about how our solutions can empower your business, reach out to our team—we’re here to help you shape a more profitable and innovative future.
AI & Call Recording: 5 Benefits of Speaker Diarization
In today’s customer service and business communication landscape, discerning each participant in a conversation is paramount. Speaker diarization addresses this need by pinpointing and labeling distinct voices in an audio recording, thereby turning call recordings into a more structured and insightful resource. This article explores the essentials of speaker diarization and the ways it benefits organizations that utilize call recording.
What is Speaker Diarization?
Speaker diarization is the process of partitioning an audio stream into homogeneous segments according to the speaker identity. It clarifies “who spoke at which moment” without necessarily pinpointing the speaker’s identity. By analyzing the unique acoustic traits in the audio, diarization systems differentiate one voice from another throughout the call or discussion. This functionality proves especially valuable in settings with multiple participants, including conference calls, customer support dialogues, and group conversations.
Key Features of Speaker Diarization
- Speaker Differentiation: Diarization effectively differentiates and labels the voices of different speakers within a single audio file, making it easier to follow the flow of conversation.
- Timestamping: Each speaker segment is timestamped, which allows users to easily locate and revisit specific parts of the conversation as needed.
- Integration with Transcription: When combined with speech-to-text technology, diarization adds an additional layer of structure to transcriptions, making them more readable and easier to analyze.
Advantages of Applying Diarization to Call Recording
- Enhanced Call Analysis: Diarization allows businesses to analyze calls more effectively by clearly distinguishing between the caller and the agent. This clarity can help identify conversational dynamics, such as who dominates the conversation or how conversational turns are exchanged, providing insights into communication effectiveness.
- Improved Customer Experience: By understanding the specific contributions of each speaker, companies can tailor their training programs to improve agent performance. This directly impacts the customer experience by promoting better communication practices and ensuring that customer concerns are addressed more efficiently.
- Accurate Record Keeping: For industries regulated by compliance standards that require detailed documentation of customer interactions, diarization provides a clear and organized way to record who said what during a call. This can be crucial for legal reasons or for verifying compliance with service protocols.
- Streamlined Quality Assurance: Monitoring and evaluating agent performance becomes more straightforward with diarization. Quality assurance teams can focus on specific parts of the interaction without confusion about speaker identity, leading to more precise feedback and training.
- Data-driven Decision Making: With clearer insights into the interaction dynamics captured through diarization, management can make more informed decisions regarding operational changes, customer service strategies, and agent training programs.
Conclusion
Speaker diarization transforms call recordings from simple audio files into rich sources of data that offer detailed insights into the dynamics of customer interactions. By enabling precise speaker segmentation, businesses can enhance their analysis capabilities, improve regulatory compliance, and ultimately deliver a superior customer experience. As companies continue to seek competitive advantages through technology, integrating speaker diarization into their communication analysis tools represents a strategic move towards more intelligent and effective customer service operations.
Did you see our previous articles from the series "AI & Call Recording"? Check the articles on Sentiment Analysis, and Transcription.
If you’re interested in knowing more about how Mida Compliance Recorder leverages diarization to empower enterprises’ communication analysis, you can contact us anytime at marketing@midasolutions.com
Where Should MSPs Focus Their Strategic Attention In 2025? Part I
Navigating the Channel’s Evolving Landscape: Key Strategies for Telco Resellers and MSPs in 2025
Many of the core challenges faced by resellers and Managed Service Providers (MSPs) remain surprisingly familiar despite advances in telecom and cloud communications. Competition is as fierce as ever, margins continue to be squeezed, and consolidation is reshaping the playing field. Meanwhile, new technologies such as Artificial Intelligence (AI) and innovative “Informal CX” applications are opening doors for those prepared to meet the demands of evolving customer expectations.
Drawing on insights from Ralph Mora, NUSO VP & GM EMEA Region, this blog post explores how resellers and MSPs can navigate the turbulence of 2025, retain profitability, and seize new growth opportunities.
For ease of reading and to provide more focused insights, we’ve divided this overview into two separate posts, allowing you to explore each topic in greater detail. Part 2 will follow shortly, so stay tuned and add our news section to your favorites!
1. Competitive Pressures Demand Added Value
Although the market continues to evolve, the pace of change is often incremental rather than revolutionary. Price reductions and commoditized offerings are driving margin erosion in core products like UC (Unified Communications), making it more challenging than ever to maintain profitability. At the same time, cloud-based platforms reduce operational complexity—an advantage for customers, but also a factor that makes churn easier.
2. Informal CX and the Rise of AI
One of the clearest opportunities in 2025 is the growing appetite for “Informal CX.” This refers to lighter, no-code / low-code, simpler customer experience applications that empower customer-facing employees and knowledge workers to address inquiries quickly—without the complexity and cost of a traditional contact centre solution.
Meanwhile, Artificial Intelligence is no longer a futuristic concept; it’s a reality that SMBs and mid-market organizations can access today. AI-driven chatbots, voice analytics, and predictive insights offer a dual benefit: they improve the end-customer experience and streamline internal operations.
Creepy or Crappy AI Bots?
“A colleague of mine describes AI bots as coming on two flavours: they are either Creepy or Crappy. We all have had experience of crappy bots, but it's the creepy ones that result in the best customer outcomes that drive the real value," said Ralph Mora in a public interview.
Conversational AI bots can, in many cases, handle a complete customer interaction without human intervention if they have access to the right information. This technology is now available to the SMB and mid-market without the need for complex contact centres.
The MSP or a reseller that can package an AI solution that delivers real and tangible value, sell it effectively, as well as price and bill it to meet the customer’s needs, will have a strong market advantage.
In the ongoing debate about AI-powered bots, trust models are changing. People are embracing a concept called “Autosapien Trust,” which fosters broader acceptance of generative AI bots in customer transactions that don’t require human intervention. By lowering friction around adoption, this new trust model also streamlines the sales process.
3. Consolidation, Regulation, and Compliance
Another factor reshaping the industry is consolidation. Mergers and acquisitions can introduce new leadership, direction, and product offerings—sometimes overnight. While that can create uncertainty, it also opens doors for resellers ready to introduce advanced solutions to a newly expanded customer base.
In parallel, compliance requirements around data protection, financial regulations, and payment card security are intensifying. Far from being a burden, these regulations can be a source of new revenue. Offering PCI-conformant call recording or GDPR-compliant cloud solutions becomes a straightforward way to stand out and justify higher-value packages.
Key Takeaways
Summarizing the key takeaways of part 1:
- Make sure to include value-added services to your portfolio: to remain competitive, resellers and MSPs must go beyond providing a simple dial tone or basic unified communications package. Integrated applications, analytics, and compliance features are critical for differentiators and boost customer retention.
- AI is a game-changer: the ability to sell and support AI-powered tools, from chatbots to advanced analytics, with simple billing and clear ROI is a major differentiator. Be sure to embrace it!
- Compliance is a concern for any-sized business: MSPs that address these concerns proactively can position themselves as long-term partners rather than mere vendors. Staying on top of compliance—and demonstrating that expertise—helps build trust and often translates to higher-margin services.
What do you think of this introductory overview on the evolving landscape of MSPs and resellers? We’d love to hear from you and kick off the discussion on new challenges and aspects we haven’t covered in this first part of the article!