Press release
Tallinn, Estonia — June 25, 2026 — Wildix, a global leader in AI‑powered Unified Communications solutions, today announced the completion of its full-scale rollout of Wilma AI, its proprietary agentic AI, as the mandatory Level 1 (L1) technical support interface for its entire global partner network, with early results showing nearly half of requests resolved instantly and without human intervention.
As of June 8 Wildix had transitioned all partner technical support interactions to Wilma, replacing traditional web-based ticketing workflows. The shift has streamlined how partners access support, enabling faster issue identification and resolution while reducing administrative overhead. Early adoption indicates improved efficiency for partners and their end customers with quicker turnaround times and more consistent handling requests.
During the initial deployment period, covering April 13–June 11, Wilma handled 1,273 support interactions, demonstrating its ability to operate reliably at scale. Of those, 46% were resolved instantly without the need to create a support case or involve human engineers. An additional 40% were escalated to Salesforce with complete, contextual data already captured by Wilma, eliminating the need for manual ticket creation and call auditing and allowing Level 2 and Level 3 teams to begin work without manual triage.
Wilma operates on a no-code agentic framework deeply integrated into Wildix’s internal knowledge bases, covering pricing, Partner Program, Salesforce workflows, and historically resolved cases. When a partner opens a support request, Wilma identifies the issue, cross-references existing documentation and case history, and either resolves the request or assembles a complete case brief for human escalation. The system also enforces W‑FE certification compliance in real time, automatically redirecting uncertified users before a case is opened — preventing numerous unauthorized case openings during the reporting period.
By significantly reducing the wait-time friction traditionally associated with vendor support, Wilma is reshaping how our partners access technical assistance. Its deployment as our primary L1 support channel demonstrates the reliability of our agentic AI framework in real-world conditions. By shifting from manual ticketing to AI-driven resolution, we enable partners to spend less time on routine troubleshooting and focus more on high-value business outcomes.
Fabrizio Di Chello
Head of Global Tech Support at Wildix
The move reflects a broader strategic principle at Wildix: Wilma AI is not a bolt-on feature billed by consumption. Unlike AI tools that meter usage through token-based pricing, Wilma is fully integrated into the Wildix platform at no additional per-interaction cost — making enterprise-grade agentic AI accessible to every partner and deployable across any workflow without usage caps or variable billing.
Partners have responded to the transition with rapid adoption, with daily interaction volumes accelerating sharply following the June 8 global rollout.
The transition to Wilma has been a game-changer for our daily operations. Having 24/7 access to an intelligent system that instantly understands our issues — and either solves them on the spot or seamlessly packages the data for an engineer — allows us to deliver significantly faster resolutions to our own clients.
Mike Bubernack
Co-CEO of ET&T and Wildix Spokesperson
About Wildix:
Wildix is a global, AI-powered UCaaS provider dedicated to redefining business communication. With a suite of AI-driven tools, including industry-leading Wilma AI intelligency virtual agent, and a 100% channel-only model, Wildix empowers partners to deliver secure, scalable, and outcome-focused solutions across industries. Recognized for five consecutive years in the Gartner® Magic Quadrant™ for UCaaS, Wildix helps organizations connect communication directly to revenue workflows — across sales, service, and customer engagement.
Media Contact:
- Wildix Marketing Team
- marketingpbx@wildix.com
