Wildix Bets on Partner Voice, Taps Veteran to Champion AI Success

TALLINN, Estonia – April 09, 2026 – In a move that challenges the conventional playbook of tech vendor communications, Unified Communications leader Wildix has appointed Michael Bubernack, a 40-year telecom veteran and channel partner, as its first-ever official Spokesperson. The decision hands the company's public voice to a partner, a tangible and audacious step designed to prove its long-standing “100% channel-only” business model is more than just a slogan.

Bubernack, the Co-CEO of the 20-person managed services provider (MSP) ET&T, will now represent the global Wildix partner community in media, at events, and across marketing campaigns. This appointment is highly unusual in an industry where corporate executives and carefully vetted marketing messages typically dominate the public sphere. By placing a partner at the podium, Wildix is making a significant bet on authenticity, aiming to demonstrate that its success is intrinsically tied to the real-world achievements of its partners.

“For years, we’ve said we’re 100% channel-only. This is us proving it,” said Emiliano Tomasoni, Wildix's CMO, in the original announcement. “We’re giving the channel a real voice, not a scripted one.”

From PBX Veteran to AI Evangelist

The choice of Bubernack is symbolic. A self-described “old school PBX guy who has been around the industry for four decades,” he represents a generation of professionals who built their careers on premise-based hardware. His journey mirrors the seismic shift occurring across the telecommunications landscape, from legacy systems to cloud-native, AI-driven platforms.

Bubernack's firm, ET&T, which serves over 250 clients across the Mid-Atlantic region, became a Wildix partner in 2020. The transition was a pivotal moment for his business as it expanded into the managed services space.

“We saw the light during our company’s expansion into the MSP space,” Bubernack stated. “I was fascinated with the Wildix solution, mainly with CLASSOUND. Suddenly, after 40 years of selling and maintaining premise-based equipment, I realised we could become the phone company for our customers. This would not be possible without the cloud-native platform built and supported by Wildix.”

This evolution from selling equipment to delivering comprehensive communication services is at the heart of the modern channel model. Bubernack’s story is not just one of personal adaptation but reflects a broader industry imperative: evolve or become obsolete. His experience provides a credible narrative for other partners navigating the same transition, making him a powerful advocate for embracing new technologies like AI.

AI as a Lifeline for a Vulnerable Community

Bubernack’s appointment is not merely symbolic; it is anchored by a compelling success story that highlights the tangible impact of partner-led innovation. ET&T recently completed a transformative AI deployment for Delaware County's public transit service, DelGo, a critical lifeline for an elderly population reliant on it for medical appointments and essential services.

DelGo was facing an operational crisis. With a small team of only four to five agents handling all calls for a service operating up to 21 hours a day, wait times were soaring and the number of abandoned calls was mounting. For its riders, a missed call could mean a missed doctor's appointment.

ET&T implemented a careful, phased approach. First, they deployed Wildix x-caracal analytics to quantify the problem, gathering hard data on call volumes and abandonment rates. The data confirmed the severity of the bottleneck, paving the way for a more advanced solution: Wildix's agentic AI voice agent, Wilma AI.

The rollout was deliberately cautious. Initially, callers were given the choice to interact with the AI for tasks like scheduling rides, cancellations, or status checks. The results were immediate and profound. “Within the first three days, the AI handled 350 calls with a 95% success rate,” the company reported. This success prompted DelGo to move the AI to the front of the call queue.

In the subsequent two weeks, the AI processed over 5,000 calls, fundamentally reshaping DelGo's operations. The measurable impact was dramatic: abandoned calls plummeted by 38.7%, the overall call volume requiring human agent intervention dropped by 37.4%, and the average hold time was slashed by four minutes. During the critical morning peak hours, the service's response rate improved by an astonishing 74%. The AI bot also introduced a new capability: allowing riders to cancel trips 24/7, a feature that provides flexibility and further frees up agent time.

Differentiating in a Crowded AI Market

The DelGo deployment serves as a powerful case study in a fiercely competitive UCaaS market where every major player, from giants like Microsoft and Cisco to visionaries like Zoom and RingCentral, is touting AI capabilities. These competitors are rapidly integrating generative AI for features like meeting summaries, transcriptions, and sentiment analysis. However, Wildix, consistently recognized as a Niche Player in Gartner’s Magic Quadrant for UCaaS, is carving its space by empowering partners to deliver these advanced tools as solutions to specific, tangible business problems.

While larger vendors often pursue direct sales alongside their channel programs, Wildix’s unwavering channel-only doctrine ensures it never competes with its partners. This fosters a level of trust and empowerment that allows partners like ET&T to focus on solving customer problems rather than worrying about vendor competition. The new spokesperson program is the ultimate expression of this philosophy, turning a successful partner into the public face of the company's mission.

Bubernack’s new role will see him sharing these real-world stories on a global stage. His first major appearance will be at the upcoming Channel Partners Conference & Expo in Las Vegas, where he is scheduled to lead a session titled "Accelerating Sales Success: How Vendors Can Help Partners Close More Deals.” The topic is a fitting one for a veteran who has spent a career turning communication infrastructure into a competitive edge, and who now finds himself at the forefront of the AI revolution.