AI With Integrity: How Vonage and Partners Are Building Ethical Contact Center Solutions, Podcast

In this compelling Technology Reseller News podcast, publisher Doug Green speaks with Kristy Thomas, Senior Vice President of Global Channel and Alliances at Vonage, about the evolving intersection of AI and customer service. As a leading Cloud Communications Alliance (CCA) member and a pioneer in VoIP, Vonage is now placing ethical AI at the heart of its strategy for enterprise communications.

Kristy dives deep into one of the most important — and often overlooked — issues in AI adoption: bias. She explains that AI bias in contact centers is less about human prejudice and more about the quality and governance of the data used to train and inform systems. “The bias is only as good as the data you’re giving the AI,” she says, emphasizing the importance of data integrity, routine audits, and transparent data sourcing.

Vonage is investing in building what Thomas calls "governed innovation." That includes ethical design, user consent, and AI systems that operate within clearly defined parameters. With tools like Vonage AI Studio, companies can now easily build voice-driven interfaces — what used to be complex IVR systems — in a low-code environment, dramatically reducing friction and increasing adaptability.

Thomas highlights that Vonage’s AI strategy is multi-threaded. The company is:

• Powering its own solutions with AI for real-time enhancements,
• Partnering with industry-specific providers for best-of-breed integrations, and
• Enabling customers to bring their own AI into the platform.

Importantly, she notes a shift in how buyers approach AI: rather than being informed, many are overwhelmed. That’s where Vonage’s partners play a key role — helping customers identify high-ROI use cases and building practical business cases for AI adoption.

Doug and Kristy also discuss how customer service is becoming the new marketing — a front line where loyalty is won or lost. “Even smaller companies can outpace Goliaths,” Kristy notes, when AI empowers a personalized and secure customer experience.

Vonage’s commitment to trust is backed by its alignment with Ericsson and a strong internal structure focused on compliance and security. Kristy previews Vonage’s participation in Contact Center Week in Las Vegas, where the company will showcase real-world AI use cases that demonstrate measurable business outcomes.

To learn more about how Vonage is redefining contact center engagement through responsible AI, visit Vonage.com.