46 2026 VISIONARY SPOTLIGHT AWARDS | CHANNELVISION OVERALL EXCELLENCE AWARDS Customer Service Freshworks Inc. Freshworks Freddy AI is a people-first AI platform available through Freshdesk and Freshservice. Freddy AI combines IT service management, customer support, workflow automation and AI-driven assistance into a single system. Designed for mid-market and enterprise organizations, Freddy AI enables teams to deliver uncomplicated, AI-powered service at scale without requiring large implementation teams or lengthy deployment cycles. Fusion Connect At the core of Fusion Connect’s approach is a commitment to simplicity and accountability. Customers benefit from a true “one vendor” model with a single contract, bill and a dedicated U.S. support team. The company consistently delivers a 4.7/5 average CSAT score, with 81 percent of customers rating their support experience as five stars. With an average response time of approximately 30 seconds, customers receive fast, knowledgeable assistance when it matters most. These efforts also have driven a dramatic surge in Net Promoter Score, reflecting a growing base of loyal advocates. NHC THE Communications STACK Provider, NHC has a customer service team that works diligently to research services, pull CSR answers, verify/ update information and customize invoices, per accounts payable department specifications. This includes adding cost-center codes and splitting up accounts by region. NHC also creates tickets for MAC activity, reviews and applies credit requests and serves as a general “hotline” for resolving customer issues. NHC’s customer service helps with training for its MAP online billing portal in order to download invoices, check usage, open and track tickets and review and download inventory from a single pane of glass. Panasonic Connect North America Panasonic Connect is focused on strengthening partner economics, simplifying engagement and equipping partners to expand into higher-value services while nurturing deeper, long-term customer relationships. A cornerstone of this approach is the TOUGHBOOK Quick Delivery Model (QDM) for authorized resellers. With a select lineup of in-demand SKUs, QDM ensures customers receive their TOUGHBOOK devices at speed and allows partners to move faster from opportunity to implementation. Partners receive quarterly webinars, a monthly newsletter and timely updates on product innovations, new services, enablement opportunities and upcoming events. Solutions Express (SolEx) SolEx operates with a channel-only sales model. Its structured, process-driven, customer-first approach, combined with startup agility and the strategic use of AI in the back office, creates a service experience that is both efficient and deeply personal. The SolEx team is known for its professionalism, deep technical knowledge, and unwavering commitment to going the extra mile. Telarus Telarus delivers premium support, with most quotes completed within two hours – even during high-demand periods. This responsiveness accelerates business operations and enables timely engagement in sales opportunities. The company also continues to optimize its commissions resolution process. Telarus recovered more than $50 million in commissions for advisors in 2025, while average commissions case resolution time decreased 42 percent from January 2024 to December 2025. Telarus Support is focusing on delivering more focused communications to advisors, providing personalized outreach when it matters the most. Telarus Support also connects advisors with seasoned professionals who are genuine, invested and deeply dedicated to helping them succeed. Telesystem Telesystem provides dedicated, U.S.-based customer service and support, 24/7/365. During the past year, the company answered 94 percent of all incoming calls within 20 seconds, allowing customers to reach a live representative almost immediately. Additionally, 92 percent of Telesystem support tickets receive a response from a live expert within 20 minutes of submission, and 87 percent of support tickets are fully resolved within three hours or less. In 2025, Telesystem achieved an industry-leading Net Promoter Score of +75.
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