Why UCaaS Quotes NEVER Match the Bill

December 16th, 2025

48 mins 38 secs

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customer trust business communication channel sales tech advisors customer journey m&a impact mergers and acquisitions vendor transparency phone system pricing hidden fees customer support business phone systems tech sales ccaas unified communications ucaas customer experience cx without the bs

About this Episode

Why do phone system quotes never match the bill, and why does everyone just accept it?

If you have ever signed a contract that felt great on day one and confusing on month two, this episode is going to hit a nerve. Brian Nichols digs into why unified communications feels broken, why customers keep getting talked past instead of listened to, and why the industry keeps selling shiny features instead of fixing real problems.

In this episode of CX Without the BS, Brian is joined by Stephen Howard to pull apart the biggest lies in UCaaS, how mergers quietly wreck customer experience, and why transparency is the one thing vendors keep avoiding. This is a real-world conversation about trust, incentives, and what happens when companies stop treating customers like adults. No buzzwords. No fluff. Just the uncomfortable truth most vendors hope you never question.