Latest Skull Session with CXDO COO Syncs with Cloud Telecom Expert’s Views on Industry [GeoWire Weekly No. 119]

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Crexendo, Inc. (NASDAQ:CXDO) has risen 186% since our November 10, 2023 post-Q3 earnings Skull Session Briefing with the company’s COO, Doug Gaylor.

After this past Thursday’s follow up briefing with him, we think it is a good time to highlight some of the clips from our Twitter Space discussion with 20-yr Telecom Expert Joe Hamblin, as some of Doug’s and Joe’s views intersect.

The talk with Hamblin, intended for us to keep learning about what companies like CXDO have to do to keep growing, actually occurred one day prior to November’s event with Doug and CXDO’s strong third quarter earnings release.

In tandem with a few of Hamblin’s clips, it’s actually quite serendipitous that in his latest talk with us, Doug spoke about some of the same subject matter, giving us a more rounded view from combined perspectives of a telecom microcap company C-Suite executive and someone who is completely qualified to comment on the continuing evolution of the space that companies like CXDO operate in.

Additionally, some of the things covered in the Spaces event with Joe are also relevant to Altigen Communications Inc (OOTC:ATGN), which seems to have possibly found its bottom and is starting to creep back up in price.

The first clip worth referencing from the Space with Joe covers opportunities that small cloud communication players can exploit to grow. He specifically talks about how companies that have unique product offerings will be the winners in a competitive environment. When you look at CXDO, one of its unique competitive advantages is how it prices its services to incentivize resellers to purchase licenses that it can offer to businesses. The following clips from Hamblin and Gaylor highlight this topic:

Hamblin on Emergence of Smaller Companies in the Cloud Telecom Space

Gaylor on CXDO’s Pricing Advantage of Company’s Licensing Model

As for ATGN, their unique position in the industry is their relationship with Fiserv, who uses the company’s services to market to their banking customers, and their relationship with Microsoft due to focusing on solutions tailored for Microsoft Teams.

As luck would have it, Joe talks about how AI is an important part of a cloud communication offering as it relates to customer service contact centers, and how AI helps representatives to more efficiently interact with customers.

Both ATGN and CDXO have been talking about the importance of adding an AI component to their offering.

In fact, in our Skull Session MMB event this past Thursday, Doug goes into great detail on the recent introduction of AI-centric technology to streamline contact center (customer service) activities. This was echoed in the company’s last conference call for 2023 Q3, when Doug said:

“We announced new capabilities via our API 2.0 release to empower our customers with advanced features and functionalities. We also introduced new generative AI technology features that are powered by ChatGPT and the company’s contact center solution that will lead us and our partners into new opportunities and solutions for our customers. These investments set the stage for future releases, ensuring that we remain at the forefront of technological innovation within the industry.”

With respect to ATGN, in their fourth quarter conference call, the CEO had a lot to say about how AI fits into the company’s business plan:

“On top of the AI capabilities we’re adding to the IVR solution, we will fast follow with web chat-based conversational AI, leveraging Azure, OpenAI and Azure AI services, otherwise known as ChatGPT. Now unlike most vendors who position their AI solutions in this space as essentially 24/7 customer service assistance because of our back-end integration to Fiserv core banking software, Altigen will also be able to offer the ability for banks and credit union customers to increase sales of their financial products via conversion of website visitors, all based on the new AI technologies that we’ll be introducing.

We’re targeting calendar Q1 for prototypes of the new AI service with the first preview customers coming on board in calendar Q2. Since the requirements are virtually the same for all banks and credit unions as we gain traction with Fiserv customers, we will make the new AI service available to all 9,000-plus banks and credit unions in the U.S. We’re further developing plans to offer a series of interrelated but independent web-based AI analytics solutions targeted at the financial services vertical.

These new applications are being designed for customer self-service, meaning bank and credit unions can sign up via the web and get started without Altigen having to go through extended sales cycles. Clearly, this model is designed for scale.”

Below, we supplement Doug’s comments on the subject with additional perspectives from Hamblin.

Joe Hamblin on Emergence of AI in Customer Service Call Centers

Gaylor on CXDO’s AI-Inspired Application Development

Thanks for reading and watching!

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