Bret L. England
CEO & President | CallTower Inc.
What emerging market trends or disruptions are you preparing your company for?
CallTower operates at the forefront of unified communications (UC) and customer experience (CX), connecting organizations worldwide through robust telephony and internet solutions. As a global managed service provider (MSP), we enable seamless integration of platforms like Microsoft Teams, Cisco Webex, Zoom, Five9, and Genesys for mid-sized and enterprise customers. With nearly 5,000 clients across more than 50 countries and partnerships with over 25 telephony carriers, CallTower ensures reliable, 24/7/365 communication services that empower businesses to collaborate efficiently.
We are actively preparing for several key market trends and disruptions. One major shift is the rise of AI-driven customer support, which is transforming how companies interact with clients and streamline operations. CallTower is integrating Agentic AI tools to enhance responsiveness and automate routine tasks, allowing businesses to deliver faster, more personalized service.
Another significant trend is the growing demand for hybrid work solutions. Organizations are seeking flexible communication platforms to support remote and in-office teams. To address this, CallTower continually updates its product suite, adding secure collaboration tools and advanced features that simplify connectivity and boost productivity.
Additionally, regulatory changes in international telephony are impacting how companies manage global communications. Our team stays ahead by adapting to evolving regulations, working closely with partners such as Sinch and Bandwidth to ensure compliance and maintain uninterrupted service in diverse regional markets.
CallTower’s strategy centers on rapid adaptation and proactive innovation. By partnering with leading technology providers like Microsoft and Genesys, we anticipate customer needs and introduce new solutions quarterly. Our integration of Agentic AI enables clients to use intelligent voice and business interaction tools, making communication more efficient and secure.
One customer, a multinational financial services firm, faced escalating costs due to complex communication systems spread across multiple countries. After partnering with CallTower, the company streamlined its global telephony and collaboration tools, leveraging AI-powered support and hybrid work features. This transformation resulted in a 20% reduction in operational expenses, improved employee satisfaction and enhanced customer engagement.
CallTower remains committed to staying ahead of market disruptions by integrating technologies that are best-of-breed, yet cutting-edge, and adapting to regulatory shifts. Our focus on AI, hybrid work, and global compliance ensures that clients benefit from efficient, secure and scalable communication solutions — empowering them to thrive in a rapidly evolving business landscape.
How do you define success for yourself and your company?
At CallTower, success is not centered around individual leaders, including myself. Instead, it is defined collectively by our continued strong and profitable growth, our commitment to delivering exceptional products and services to our customers, and our dedication to providing outstanding professional opportunities for all team members. We are committed to maintaining a workplace where our team members feel valued and inspired, and fostering an environment that supports both personal and organizational achievement.
Describe the growth of your company in recent years. What other major achievements did the company accomplish under your leadership?
Since 2012, CallTower has experienced remarkable growth and achieved several significant milestones. The company has seen a tremendous increase in revenue — over 1,500% since 2012, with more than 120% revenue growth in the past five years alone. Our customer base has expanded dramatically, growing by more than 6,000% during this period. This surge in customers has been accompanied by consistent and increasing profitable net income growth, further strengthening our financial position.
We have completed four acquisitions since 2012, including one international acquisition, broadening our reach and capabilities. These strategic moves have resulted in exceptional returns for early shareholders and have attracted major institutional investors to CallTower.
Product innovation has been a cornerstone of our success, with the release of over 300 new products focused on best-of-breed managed communications solutions. We have also prioritized employee development, funding and supporting more than 70 certificates, bachelor’s, and master’s degrees, which have provided our team members with enhanced earning potential.
Our commitment to internal growth is evident, as the majority of management promotions have occurred from within the company, and most employees have been able to increase their responsibilities and earnings over time. We are proud of the long tenure of our team members, which contributes to our strong organizational culture.
CallTower has consistently been ranked as one of the “Top Places to Work” and recognized as a leading provider of UC and CX managed services, underscoring our dedication to both employee satisfaction and industry excellence.
