End customers increasingly ask their IT and telecom supplier whether AI can run on their existing telephony. In ITchannelPRO Magazine (no. 4, 2026), Richard van Rijnsbergen and Pim de Brock explain how MSPs and telecom providers can say yes.
No new PBX needed
Behind that question is a staffing problem: there are too few people to answer the phone. "The customer does not have to replace their telephony to add AI," says Richard. "The AI employee joins the PBX that is already there." The partner keeps their telephony revenue and sells AI on top, under their own name.
Ipster works with BroadSoft, Mitel, Xelion, 3CX, Elevate, Ascend and Microsoft 365, among others. The agent can log in as a regular user, which removes forwarding costs. There are more than fifty integrations with customer systems.
Analyse first, then build
Every implementation starts with an analysis of the call traffic. At a national service desk, three quarters of the calls turned out to be about one type of request and ten recurring blockers. That is exactly what the agent takes over, along with the hours outside opening times. Complex questions and the customer relationship stay with people.
What the agent does
The AI employee answers, recognises the caller, answers questions, transfers calls and puts a summary in the customer system. The same agent works through chat and WhatsApp and remembers what was said before. It already runs at Stella across fourteen branches and at MSPs who deliver it under their own name. Data stays in the EU, and per customer the language model can run entirely in the Netherlands or locally.
What the partner does
Partners build their agents themselves through a guided flow and deploy them across multiple customers. Ipster analyses the calls and makes improvement proposals, which the partner puts live with one click. "We guide the first implementations, after that partners take on first and second line themselves," says Pim.
Start with one customer
Richard's advice: "Pick one customer whose phone rings too often and let us analyse the call traffic. Then it is clear in black and white where the gains are, before anything is built."
Read the full interview (in Dutch) in ITchannelPRO Magazine: AI verkopen zonder de telefonie van je klant te vervangen
Want to know more? Call 085 401 3881 or email sales@ipster.nl.
