In our latest Provider Spotlight, Andrew Rustad, Director of Engineering, East Region at Sandler Partners, sat down with Don Eaton, Head of Sales at Ultatel, to discuss how the provider delivers customizable UCaaS, CCaaS, CX, and AI solutions that adapt to each customer’s needs.
Ultatel operates on a proprietary platform designed for agility—allowing their team to craft tailored deployments and streamline how businesses communicate. “We’re problem solvers,” Eaton explains. “When people think of Ultatel, they should think of us as a technology partner with deep technical expertise and a tailor-made approach.” Ultatel serves customers ranging from startups to multinational enterprises, with a strong focus on SMB to mid-market organizations. They’re especially effective in healthcare, hospitality, nonprofit, and professional services, where reliability, scale, and customization are essential.
Eaton highlighted three key capabilities that differentiate Ultatel:
- Teams-Certified SBC – Their proprietary, Microsoft Teams Direct Routing SBC—available even in GCC High environments—opens doors in highly regulated verticals.
- Comprehensive AI Suite – From virtual agents and real-time coaching to analytics and QA, Ultatel’s AI tools support both customer experience and internal efficiency.
- Dedicated, No-Cost Support – Customers receive 24/7/365 help from a dedicated team covering onboarding through ongoing operations.
Eaton shared a recent win with a surgical center overwhelmed by 20–25-minute hold times and high call abandonment. Ultatel deployed AI agents to manage front-end routing, answer common questions, and schedule appointments.
“Hold times disappeared, the staff finally had breathing room, and patients got faster, more consistent service,” Eaton said. “We solved an operational challenge at minimal cost—and our Partner looked great for introducing us.” With its flexible platform, evolving AI capabilities, and Partner-first support model, Ultatel continues to help organizations communicate more effectively and operate with greater efficiency.