At New Hope Transport, a Winnipeg logistics company, the backup failed too. Multiple power surges knocked out both power sources for its on-premise phone system. Customers could no longer reach the business. The equipment that was supposed to keep conversations going had become another repair bill.
That incident, described in a net2phone Canada case study, makes a better introduction to the company than any catalogue of features. A telephone is easy to ignore while it works. When it stops, the distinction between communications infrastructure and the business itself gets rather thin.
- The job: business phones, contact centers and AI customer-service tools.
- The appeal: fewer disconnected systems between a caller and a completed task.
- The catch: reliable connectivity, careful configuration and contract arithmetic still matter.
A backup in the same room
New Hope chose net2phone’s hosted service, with geographically separated Canadian data centers and phones capable of registering with two locations. The change moved responsibility for the central phone platform away from the office. It also brought an administration portal and technical support. The customer reported lower costs, without publishing a dollar figure.
“We know from our business that reliability is very important.”Daniel Grauman · IT Manager, New Hope Transport
The lesson is useful beyond telephony: two things can fail together when they share the same surroundings. A second power source does not automatically create a second refuge. Moving the platform helps, although a cloud service still needs a working connection at the customer’s end. Resilience requires a route around the failed office, too.
The call grew a to-do list
net2phone’s origins sit inside IDT, the telecommunications business founded by Howard Jonas. Historical filings date net2phone operations to 1995; commercial PC-to-phone calling followed in August 1996. Back then, the novelty was sending voice over the internet to an ordinary telephone. Getting the call there was the product.
Today, getting there is the opening move. Unite combines business calling with web and mobile access, messaging and meetings. uContact handles the more specialized choreography of a contact center: queues, channels, agents and reporting. SIP trunking connects compatible existing phone systems. A business can replace its central platform or connect what it already owns.
The 2022 acquisition of Integra CCS expanded that contact-center business. The logic is straightforward: the same organization that needs employees to talk also needs customers to reach the right employee. Combining those jobs can remove some of the awkward transfers between software products.
Consider Global University Systems. Its published case study describes a 4,000-user deployment across six countries, replacing disconnected vendors and platforms with Global Connect, Microsoft Teams direct routing and uContact. The reported gains were better call handling, lower costs and improved recording management. Scale made coordination itself a purchasing problem.
The price has a calendar attached
net2phone earns recurring revenue from communications subscriptions and related services. Its AI products add credit-based consumption. That makes the buying decision partly about people and partly about traffic: how many employees need a license, how many conversations arrive, and how much work each interaction consumes.
On the US pricing page checked in October 2026, AI Agent’s 20,000-credit bundle costs $114.99 per month paid monthly, or $99.99 per month paid annually. The annual offer carries a 36-month term. Implementation and customization can add charges. That attractive monthly number has a calendar attached.
Choose one, or mix usage within the same allowance.
A useful pilot therefore measures completed tasks and actual consumption. An organization with brief chats has different economics from one with long voice conversations. Buyers should budget for the observed workload, review overages and confirm the service term before extrapolating a trial into a yearly saving.
The useful part is the handoff
AI Agent handles voice and text interactions, including common questions, appointment scheduling and lead qualification. Coach AI examines conversations and supplies feedback for sales and support teams. They address different bottlenecks: one takes routine work off the queue; the other helps managers understand what happened inside the conversations people handled.
In net2phone’s IDT Telecom case study, the customer reports more than 20 staff hours saved weekly after replacing inconsistent automation. That is a related-party example: IDT is also net2phone’s parent. It offers a concrete implementation story, while leaving open how another organization would perform.
A sensible evaluation includes an inconvenient customer: someone who changes a booking, asks an ambiguous question or needs a transfer midway through a conversation. Watch whether the next employee receives the context. Counting answered calls alone can conceal the work customers and staff still have to repeat.
The copyable move is to start with a bounded task, connect the relevant records and define when a person takes over. A booking agent needs usable appointment availability. A support agent needs accurate information and an escalation path. Automation has little room to succeed when those ingredients are missing. net2phone’s own terms require human review of Coach outputs.
A local business, repeated globally
Business communications is crowded. Buyers can consider RingCentral, 8x8, Zoom Phone or Dialpad; contact-center buyers also encounter Five9, NICE and Genesys. net2phone’s case rests on the combination of connectivity, applications, integrations and local assistance. Its developer portal lists connections to tools including Salesforce, Zoho, Slack and Microsoft Teams.
Distribution matters here. IDT’s fiscal 2026 filing reports more than 2,500 active channel partners. These relationships put people near the customer who can explain a migration, sell a service and help keep it running. In a market of similar feature lists, implementation and support can decide which list gets bought.
Years ended July 31. Reported growth: 11%; constant-currency growth: 8%.
The financial picture is a working subscription business: 447,000 seats served at July 31, 2026, $96.6 million in annual segment revenue and $9.1 million in operating income. The next question is how much work its AI products can reliably finish. New Hope’s original demand remains a useful standard: when someone needs the business, the conversation must keep moving.