NFON AG, Europe’s leading provider of integrated business communications with a focus on AI-based applications, has published new research examining the role of artificial intelligence in business communications. The findings reveal a clear shift in the market. While enterprise customers are increasingly demanding AI, resellers are expanding their portfolios accordingly. The ‘AI in Telecommunications: Tipping Point’ study surveyed 150 UK resellers about market trends and customer requirements related to AI-enabled communication solutions.
Resellers recognize strong customer demand for AI
This result shows a clear development. Enterprise customers are increasingly demanding AI in business communications and are approaching resellers with specific requirements. More than a third (37%) of resellers report that their customers are already requesting specific features such as automation, analytics, and compliance features.
At the same time, this research suggests that the market may be further along than many partners assume. Only 16% of resellers believe their customers are not yet ready for AI, meaning approximately 84% believe their companies are already ready for or actively considering AI applications. Alexander Wettjen, Executive Vice President Sales and Marketing at NFON AG, believes this from his own experience.
“The hype around AI is over. It is now in the real-world stage. Resellers and businesses are looking for tangible benefits, including measurable efficiency gains from automation. This is a huge opportunity for resellers. Companies that integrate AI into their solutions early and demonstrate clear use cases will be able to deliver real value to their customers and clearly differentiate themselves in the market.”
This development recognizes the need to position AI as an integral part of modern business communications, and shows that this channel is responding with increasing readiness and momentum.
Huge growth potential for resellers
Against this backdrop, the channel is clearly moving towards deeper integration of AI within existing communication solutions. As a result, AI is gaining significant momentum across the partner ecosystem. Overall, 66% of resellers plan to expand their AI capabilities within the next 12 months. The majority of resellers plan to actively add AI solutions to their portfolio within the next year.
- 29% within the next 6 months
- Another 37% within the next 6-12 months
- A smaller share of the market (23%) still adopts a more cautious valuation approach
This represents great growth potential for resellers. Companies that integrate AI into their solutions early will be able to open up new application areas and clearly position themselves in the competitive landscape. The findings also show that AI is increasingly seen as a tool to enhance existing business processes, rather than as a standalone technology.
- 64% expect increased efficiency and productivity
- 61% expect improved customer experience and insights
- 41% expect gradual integration of AI into standard platforms
- Only 2% expect no impact from AI
Trust and security remain key factors
Trust and security remain important considerations within the channel. Resellers report that companies are prioritizing security, integration, and transparency when implementing AI solutions.
Therefore, companies are primarily looking for practical and reliable AI solutions. The most important factors cited by resellers are:
- Data security, privacy, and compliance (55%)
- Implementation and integration concerns (37%)
- Honesty about AI limitations (37%)
The AI shift in business communication has begun
This study clearly shows that the market for AI in business communications has entered a new phase. Corporate customers are aggressively driving demand, while resellers are expanding their offerings accordingly. At the same time, AI is becoming understood as an essential component of modern communication platforms. Vendors and partners who focus on practical use cases, strong security, and measurable value will play a decisive role in determining how quickly AI is incorporated into corporate communications. Alexander Wettjen added:
“The UK partner landscape clearly shows that we are crossing the line from vision to operational reality. For resellers, this means one thing above all else: companies that consistently integrate AI into their solutions will be able to sustainably evolve their business models and be well-positioned for the future.”
Download the AI study “Communications: The Turning Point.”
84% of resellers believe their companies are already ready for AI applications
66% of resellers plan to expand their AI capabilities in the next 12 months
Resellers who integrate AI into their solutions can future-proof their business models.
https://www.nfon.com
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