TECHDIGEST
iTEL Retention Impact Calculator quantifies value of digital onboarding
With visibility of live call activity, access to business knowledge (the platform collects new data from the business’s website every 12 hours) and the ability to draw on call histories and transcripts of previous conversations when handling inbound calls, Agente X enables businesses to handle
iTEL, which helps unified communications (UC) providers improve onboarding, feature utilisation and long-term customer value, has launched a free online calculator to demonstrate the value of better customer onboarding and retention. The Retention Impact Calculator models the potential additional revenue that can be achieved from better onboarding and feature utilisation over a five-year period based on independent analysis of over 6,500 UC seat records. MSPs and resellers just need to input rough estimates of their existing UC seat base, average monthly revenue per seat, current customer lifetime and monthly new seats. James Buxton, Managing Director of iTEL, said: “If customers understand the product, use more of its capabilities and see greater value from it from day one, you create a much stronger foundation for longer customer relationships…A relatively small increase in average customer lifetime makes a much bigger impact than most assume when you multiply it across an entire UC estate.” The iTEL Digital Assistant provides guided support from within the UC environment, helping customers complete setup, understand functionality and discover relevant features. For resellers, it provides a way to deliver a more consistent onboarding and customer success experience and reduce reliance on one-to-one training, engineer-led walkthroughs and manual support. www.iteluc.com/retention-calculator/ … AI receptionist embedded in NTA telephone platform NTA, the UK-owned and in-house-developed wholesale telecoms provider, has moved beyond bolted-on AI and embedded an AI receptionist, Agente X, at the heart of its telephony platform.
introducing additional features to help organisations gradually adopt AI within their service operations. These include: an AI Readiness Dashboard, giving organisations insight into how prepared their knowledge base is for AI, which capabilities are suitable and where improvements are needed; and a ‘Get Ready for AI’ workshop that helps teams turn these insights into practical next steps. www.topdesk.com … Onecom adds synthetic voice detection to voice platform Available to Onecom Partners resellers in Q4 2026, Onecom Technology Group has rebuilt its Vox voice platform from the ground up and included advanced technology that can alert users in real time if a synthetic voice is detected and automatically identify known callers from their unique voice fingerprint. Alongside its security features, Vox provides recording, transcription and summarising services and actionable intelligence gathered from call records, all through one platform. Vox is delivered through SIP trunk internet voice technology, hosted in the UK on Google Cloud and uses a bespoke LLM built in-house by Onecom. It is platform agnostic and works seamlessly with Halo Communicate, Onecom’s agentic AI voice solution, which allows businesses to hire, manage and scale digital workers such as virtual receptionists. Each Vox capability is licensed monthly and consumed through a portal purpose-built for each customer. www.onecom.co.uk
Paul White
more calls, respond to customers faster and deliver a more personalised, intuitive caller experience. NTA says that unlike standalone AI solutions that operate outside the telephone platform, its embedded architecture gives its AI receptionist access to real- time information about who is available, on a call or set to Do Not Disturb (DND), enabling it to handle the call accordingly. If the person is available, the call will be transferred via an announced attended transfer, allowing users to accept or refuse the call, much like a human receptionist. NTA Managing Director Paul White said: “There are plenty of providers putting AI agents in front of their telephone systems, effectively creating a separate solution that has to work alongside the telephony platform. We have taken a different route and embedded the AI directly into the core. It really is chalk and cheese when you look at the agility and performance you can achieve when the AI agents understand what’s happening inside the telephone system.” To experience Agente X first hand, call 01708 320001 and ask for Paul, Steve, Cliff or Sales. www.nta.co.uk … Retail chains outperform IT resellers as UK laptop revenues rise 30% Retail chains are outperforming specialist IT resellers in Europe’s business laptop market, with strong revenue growth in the UK, France and Poland, reveals market research company CONTEXT. August 2026 figures from the CONTEXT Total Market Report show that business notebook revenues through retail chains rose 7% year on year, compared to a rise of 1% among small and medium-sized IT resellers, driven by big increases in average selling prices, up to €850 in retail chains, from €725 a year ago, and up to €860 in resellers, up from €730 last year. Both channels sold fewer devices, with unit sales down 9% through retail chains and down 15% through resellers. Average selling prices reached €850 in retail chains and €860 in resellers, up from €725 and €730 respectively a year earlier. The UK delivered the strongest retail revenue growth among the six markets examined, up 30%, with unit sales rising 21%. Average retail prices increased 7% to €790. Specialist resellers also grew, but their unit sales rose just 4%. www.contextworld.com
Intelligent Garden relocated to Manchester The award-winning Intelligent Garden, first seen at the RHS Chelsea Flower Show 2025, has been
given a permanent home on a former traffic island near Manchester Piccadilly Station. Connecting the station with the wider Mayfield neighbourhood, the Intelligent Garden combines green spaces with Avanade’s AI‑enabled tree monitoring technology which provides insights into how the trees are coping with rising temperatures and changing environmental conditions. Sensors embedded throughout the site capture live environmental data, enabling horticultural teams to understand tree health, identify potential signs of stress and make informed decisions about long-term tree care.
Visitors will be able to experience the technology first hand through TreeTalk, an interactive platform that translates environmental data into accessible insights, allowing people to engage directly with individual trees and learn more about their health, growth and environment.
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