As cloud communications reshape how businesses talk to their customers, the conversation itself has become the channel’s biggest untapped opportunity – and its hardest to get right. Our partnership with PolyAI changes that, giving our partners an enterprise-grade voice AI proposition and a new, high-value revenue line across the customers they already serve.
The customer conversation is broken – and it’s costing more than ever
Every business that speaks to its customers knows the tension. People expect instant, personal, around-the-clock service from any business they call – whether it runs a formal contact centre or just a busy phone line. Costs rise, staff churn and volumes spike, and for years the answer was the same tired menu – “press one for accounts, press two for support” – frustrating customers and burying teams in repetitive work.
The ground has now shifted. Communications have moved to the cloud – Zoom, Microsoft Teams and Cisco Webex now carry the conversations that used to run on the PBX – and tolerance for a bad automated experience has collapsed. At the same time, a genuinely new class of AI has arrived: voice-first AI that holds a real conversation, understands intent and resolves the call, rather than just routing it. It looks like a customer-experience problem, but it lives inside the communications stack – exactly where the channel now operates.
Conversational AI that customers don’t hang up on
This is the gap PolyAI fills. A Cambridge University spinout now trusted by the world’s largest enterprises, PolyAI builds voice-first agentic AI designed for customer conversations and built on billions of real interactions, not scripted demos. Its agents understand speech, adapt to it and respond with natural, human-like engagement across voice and digital channels, tuned to each brand’s own voice and tone. And it’s deployed in the everyday businesses our partners already sell to – hospitality, retail, utilities, healthcare, insurance and financial services – any organisation that speaks directly to its customers, whether or not it calls itself a contact centre.
At the centre is the Agentic Dialog Platform, PolyAI’s system for building and managing AI from one environment, with the enterprise controls regulated industries demand. It runs in 75 languages across more than 30 countries, and PolyAI reports deployments delivering up to a 72% reduction in average handle time, a 22% lift in customer satisfaction, a 187% ROI on labour-cost savings and a 20% increase in revenue – shorter calls, happier customers and lower cost to serve, from conversations a business is already having. In short, it delivers AI agents that perform on the level of the best human representatives.
Why Konekt — and why now
For us, PolyAI is a deliberate addition. We’ve never seen ourselves as a traditional distributor – we’re a channel growth enabler, and every vendor we add has to earn its place by helping our partners grow. Dialog AI does exactly that: it pairs naturally with our own Konektor managed voice platform and the collaboration stack our partners already run across Zoom, Teams and Webex, letting them bring voice, collaboration and intelligent automation into one end-to-end CX proposition – and open a recurring-revenue conversation with customers they already own.
“Our partners are increasingly being asked to help their customers deliver smarter, more personal service – and that means AI. PolyAI gives them an enterprise-grade platform to do it, wrapped in our technical depth and services so they can position, sell and deliver it with confidence. We’re energised to help our partners win more, deliver faster and grow sustainably.” – Joel Chimoindes, CEO, Konekt
Why PolyAI chose to work with us
Partnerships run both ways. For PolyAI, we offer more than a route to more resellers: our four-stage service model – Discovery, Implementation, Maintenance and Adoption — and our accredited engineering team mean deployments are scoped, delivered and supported to a consistently high standard, under each partner’s own brand. It also opens up our curated network of resellers, MSPs and service providers across the UK, DACH, Benelux and France, just as demand for AI-led customer experience accelerates.
“The channel has a huge role to play in bringing this technology to market at the level enterprises and their customers deserve. Konekt stood out because they share our standard: it isn’t enough to sell the platform, it has to be deployed and supported properly to deliver real outcomes. We’re proud to work with them to bring genuinely helpful AI agents that operate on par with the best human agents to more businesses across Europe.” – Nikola Mrkšić, CEO, PolyAI
What it means for partners
For our partners, the opportunity is immediate. They can position PolyAI with full sales and pre-sales support, deal registration and healthy margin built in – wrapped in the discovery, implementation and managed services that turn a powerful platform into a complete, sellable solution. Because we act as the technical engine behind the partner, the relationship stays exactly where it should. You’re the face. We’re the engine. Paired with Konektor, the proposition becomes genuinely distinctive – and for partners growing share of wallet inside existing accounts, it doesn’t require winning a single new logo.
A bigger shift for the channel
Step back, and the partnership points to where the channel is heading: the most successful partners are moving from reselling licences to selling outcomes, and customer experience is becoming part of a complete cloud communications proposition rather than a separate purchase. The message for our partners is simple – the next growth conversation might not be about connecting the call at all. It might be about what happens on it, and making every customer feel heard, instantly.
