51 2026 DIRECTORY | CHANNELVISION VoIP business phone systems for 15 years, and the rumors of its demise are greatly exaggerated. Today’s cloud‑based systems are more powerful than ever: • Advanced call center features • CRM integrations • Mobility applications • Collaboration tools And yes, desk phones are still very much alive. Portals, AI and the Human Factor AI has seeped into daily life much like the internet did in the late 1990s. Its helpfulness is undeniable, but its limitations are equally real. Beware of free advice. It’s not always accurate. Remember in the early 2000s when we bought auto navigation systems that we stuck on car dashboards? It seemed like a miracle, using defense-built GPS to track and direct the drivers wherever they wanted to go. However, we soon learned not to blindly follow those early systems, which were often inaccurate. What is so innovative about AI is its ability to ask and deliver on follow-up requests because it understands relevance. I was reminded of this recently while preparing for a holiday party. I asked AI for a Waldorf salad recipe for 25 people. It delivered a great recipe, then proactively offered a shopping list and step‑by‑step instructions. Impressive. So, I asked about haricots verts amandine for the same dinner and blindly followed the instructions only to end up with enough salad and beans for a cruise ship! The AI assumed each of the courses was the only dish being served. The lesson: AI‑enhanced portals and tools will dramatically improve customer experience, but the human element – context, judgment, interpretation – remains essential. SD‑WAN, SASE and the Intelligent Edge Up‑stack opportunities will surge in 2026. Forecasts show: • 15 percent CAGR for SD‑WAN during the next five years • 25 percent CAGR for SASE in the same period Our Channel has always excelled at delivering network access to multi‑ location customers. And while massive investments are flowing into AI‑driven data centers, the real opportunity for us remains at the edge – connecting and securing the customer locations that rely on those data centers. A 50‑location customer still needs 50 internet circuits, wireless backup and a network management system that optimizes traffic and enforces security. Selling access alone is no longer enough. The strategic sale – the sticky sale – is in managing and securing that access. Raising the Value Proposition CSPs like NHC have long succeeded by offering a single bill and a single pane‑of‑glass portal. That aggregation value proposition built our Channel. But competition is compressing rates and commoditizing the customer experience. To thrive in 2026, we must elevate our value: • Manage the access • Optimize the traffic flows • Secure the network This is where the Channel will continue to prosper. Customers don’t just want connectivity; they want intelligence, resilience and security wrapped around a comprehensive portal, unified bill and a helpful team of account, project and service managers motivated to deliver an outstanding customer experience. o Glen Nelson is a 40-year veteran of the telecommunications industry and is co-founder, VP marketing & business development at NHC, THE Communications Stack Provider and one of the largest partner-exclusive network resellers in North America. U.S. UCaaS Growth Outlook Matrix (2025–2030) Segment CAGR Adoption Revenue Potential Key Drivers SMB 18–24% Rapid Strong Cloud-first; PBX replacement; bundled UCaaS Mid-Market 16–20% Strong Very Strong Hybrid work; vendor consolidation; AI features Enterprise 12–16% Steady High Compliance; global standardization; AI productivity Public Sector 8–12% Gradual Moderate Procurement cycles; security; hybrid learning/care Sources: Mordor Intelligence (2025–2030 UCaaS Forecast); Grand View Research (2024–2030 UCaaS Report); Future Market Insights (UCaaS Market Outlook)
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