42 CHANNELVISION | MARCH - APRIL 2025 Cloud communications solutions provider NUSO closed out 2024 with a major win by acquiring T-Metrics, granting partners and customers access to its robust, AI-powered omnichannel contact center solution. This service has since been rebranded as NUSO Connect for Enterprise, building on the NUSO Connect family of CX solutions. “Connect for Enterprise leverages integrations into leading CRM, ERP and WFM systems. It uses AI-powered bots to strengthen quality assurance and sentiment analysis to optimize the customer experience and boost team performance,” explained NUSO vice president of channel solutions, Patrick Foster. “It allows businesses to communicate with customers across multiple channels while maintaining the highest security standards and integrating with a complex technology stack.” The underlying software is FedRAMP, GovRAMP and TexRAMP certified and has been deployed for government, healthcare, mid-market and large enterprise businesses. NUSO is now growing on all fronts heading into the second quarter of 2025, with the company continuing to expand its core offerings and invest in its channel program. Here is a closer look at NUSO’s latest developments, and what’s in store for NUSO partners this year. ChannelVision: Potential changes are in store for HIPAA this year, which coincides with the recent launch of NUSO Connect Recorder. How can partners use it to get ahead of regulations and protect data? PF: NUSO Connect Recorder is a secure, compliant solution to manage recordings in and out of environments like contact centers, customer service and sales lines, or any other communication path. It delivers a scalable, centralized platform that integrates seamlessly into existing communications infrastructures – Microsoft Teams, UCaaS, dispatching systems, trading turrets, etc. – to simplify compliance and provide operational oversight to meet the requirements of HIPAA, GDPR, CCPA and more. This solution also offers advanced search functions, tagging, commenting, end-toend encryption, role-based access and transcription, all delivered over a userfriendly interface. In addition, it leverages AI to provide sentiment analysis to conversations – empowering businesses to understand how customers feel about their products, services and brand. This information can help businesses make data-driven decisions that improve customer satisfaction, experience and perception. CV: In January, NUSO announced a partnership with Wavecrest to enhance its international cloud communication services. Is Wavecrest now fully integrated into NUSO’s platform? PF: We’re getting close. Our partnership allows NUSO to expand our international voice services, origination and termination. In addition to a performance boost for contact center and unified communications customers, it also enhances platforms like Microsoft Teams, Zoom and Webex Calling. The integration of Wavecrest’s Edge technology into our global platform greatly strengthens our cloud services, providing a level of call control and management to better support our expanding customer base. CV: What’s new with the NUSO Partner Portal? PF: Our Partner Portal empowers our partners with three important tools including a Resource Portal, Quoting Tool and a Management Portal. These Portals are all accessible through SSO. The Resource Portal contains all the collateral a partner may need to promote NUSO solutions to their customers and prospects. The Quote Tool provides a quick and easy way to create and deliver quotes directly to the company they are working with and notifies their Channel Account Manager of the activity. Our Management Portal is unique, providing partners and customers with valuable insights into their NUSO solution, along with the ability to perform many tasks that might require a call or service ticket with other providers. We are consistently adding resources and functionality, as well as integrating new solutions, to these powerful tools. These Portals let our partners and customers make their own decision on the level of control they want over their communications services. CV: Looking ahead, what can NUSO partners expect from the company in 2025? PF: Short answer … more. As with the past two years, we are committed to providing our partners with more innovative solutions, more robust and powerful functionality, more flexibility in deployment options, more geos and verticals to provide services to, and more ways to bring clear, consistent, secure, scalable, and user-friendly cloud communication services to businesses of all sizes. We are also continuing to offer many different incentives. For example, one unique offering lets partners run their phone numbers through one of our brand protection tools, NUSO Brand Watch. This service checks the databases at the major services providers, regulatory agencies and third-party collectors that flag telephone numbers as SPAM or SPAM Likely. Because there are several of these databases it’s hard to stay on top of all of them to make sure your business is being portrayed correctly when making outbound calls. NUSO Brand Watch simplifies the process and provides a single comprehensive report. o NUSO Eyes Further Growth, Expansion in 2025 By Gerald Baldino NUSO VP, Patrick Foster EDGE TO CLOUD
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