2026 CVAI AWARDS | CHANNELVISION 51 Telarus Telarus provides its advisors with a well-rounded suite of AI tools, resources and expert guidance, empowering them to map out clear AI initiatives and achieve measurable ROI. Notable resources that have helped advisors successfully drive AI adoption, develop customized strategies for diverse business needs, and deliver impactful outcomes for their clients include Telarus University courses like AI Essentials and Conversational AI, the customizable “Why AI Now” pitch deck, and the SolutionVue AI Quick Solutions Assessment Tool, which helps identify critical technology gaps to ensure the delivery of tailored AI recommendations aligned with customer needs. Advisors can also leverage a foundational and customizable AI Adoption Roadmap to create client-specific, strategic AI journeys. Supplier Vetting and Recommendations Telarus Telarus has streamlined vendor selection and built a robust, innovative AI-focused supplier portfolio by leveraging industry insight, supplier partnerships and expert guidance. This collaborative approach helps ensure advisors have access to advanced AI technologies and the resources to meet diverse and evolving customer needs. The framework is supported by three specialized Telarus teams. The Advanced Solutions Team harnesses its relationships with supplier leadership to identify market trends and emerging technologies, prioritizing filling portfolio gaps with solutions like AI-driven UCaaS, CCaaS and cybersecurity. The Supplier Management Team focuses on supplier vetting and onboarding, negotiating favorable terms, collaborating on marketing strategies, and facilitating operational support. The Sales Engineering Team offers supplier-agnostic expertise, helping advisors navigate AI technologies with confidence to meet customer-specific needs. CONTACT CENTER/CX AI Agentic Conversational Self-Service GoTo The GoTo Connect AI Receptionist transforms SMB customer service via autonomous, intelligent call handling. Launched in March 2025, this AI-powered solution is designed to eliminate wait times, reduce operational costs and ensure every caller receives immediate, accurate assistance, during business hours or after closing. The solution’s self-service configuration model features a natural language setup that allows business owners to describe scenarios in plain English, with the AI handling the rest. The practical design enables deployment of intelligent call routing, comprehensive FAQ responses, knowledge-based answers and information capture within minutes. In addition, the AI Receptionist offers transparent performance analytics through real-time dashboards and call-level granularity, business system integration, and features six languages (English, Spanish, French, Portuguese, German, Italian) with regional accent options. Sharpen Sharpen’s agentic conversational self-service offers a shift from rigid IVRs to autonomous digital “teammates.” Powered by the native integration of ElevenLabs’ conversational AI, the technology enables businesses to deploy voice and text agents that handle customer interactions end-to-end. Unlike script-following chatbots, Sharpen’s agentic AI uses LLMs to reason, execute multi-step workflows and maintain human-like dialogue via emotionally intelligent voice interactions. The “human-first” design prioritizes Usable AI that offers auto-summarization and real-time recaps when human hand-off occurs. The technology offers ultra-low latency and a 99.999% uptime guarantee. It’s one of the first CCaaS platforms to embed agentic AI directly into the orchestration layer. In addition, built-in automated redaction of PII/PHI (names, credit cards, etc.) ensures compliance (PCI, HIPAA) is maintained during autonomous AI interactions. Quality Monitoring Integrated Financial Technologies (IFT) IFT’s AI-supported Ignite management platform helps its “smartsourcing” contact center agents monitor quality assurance and deliver granular reports on agent performance, using AI-based speech recognition and sentiment analysis technology. The AI-powered tools evaluate vocal patterns during customer communications, recognizing when interactions become strained or emotional. It also reports on elements like how long calls last and which were dropped or transferred to help create an overall picture for business owners that can be leveraged to assess agent performance. For outsourced projects (IFT’s area of expertise), Ignite validates that smartsourced agents are meeting contract-dictated specifications. AI-based quality assurance can evaluate a larger breadth of interactions much more quickly than manual review of call performance metrics as well as identify datapoints that may impact the bottom line.
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