The Fine Line of Trust in Customer Relationships #EVSLDN17 January 24, 2017Posted by Dominic Black in Uncategorized.
Tags: AudioCodes, Broadsoft, business telecoms, Communications Platform as a Service, Consulting, customer relationships, edgewater networks, European VoIP, European VoIP Summit, events, Genband, global telecoms, Hosted, Hosted UC, Hosted VoIP, IBM, London, market research, network, Networking, Panasonic Business, Platform, polycom, QEII Centre, QEII Conference Centre, regulation, Research, Service Provider, service provider pass, Service Providers, SIP, Siphon, technology, Telco, telecoms, Unified Communications, Vendors, Voice, voice over IP, voip, voip events, VoIP Market, VOIP Market research, VoIP Providers, VoIP research, VoIP Summit
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Cavell are proud to announce the European VoIP Summit 2017 Guest Speaker: IBM’s Global Communications Industry Leader Rob van den Dam.
In a highly competitive market, telcos often struggle to differentiate their services and in their ongoing race to bring out new features and solutions they can find themselves at risk of losing focus on what remains constantly important: customer experience.
The Fine Line of Trust in Customer Relationships
For customers, their ideal customer experience is prompt and effective response to queries, outstanding service and fair resolution to complaints, said van den Dam. But telcos are falling way short of that ideal. They generally rate average to good – but that’s not good enough. You really have to excel at customer experience if you’re going to be competitive.
Rob van den Dam’s Keynote Presentation touches on:
- Findings from IBM’s global telecom consumer survey
- Personal data to reshape customer experiences
- Digital trust as the key factor in relationships between customers and providers
- Telcos’ unique position in the personal data opportunity
Tickets are selling fast: register here today and be sure not to miss out on this unique opportunity!
About Rob van den Dam
Rob van den Dam leads strategic thought leadership in telecommunications and media & entertainment, developing future agendas, industry outlooks and business value realization studies.
He has over 25 years experience in the communications industry. Rob periodically presents at major industry conferences, such as ITU World, GSMA Mobile Asia, TMForum, CommunicAsia, Digiworld, Total Telecom and IBC.
He has published multiple articles in, amongst others, the Annual Review of Communications, Jnl of Telecommunications Management, European Communications, Total Telecom Magazine, Broadcast Engineering, Telecom Asia and Mobile Europe.
Avaya enters Chapter 11 – beginning of the end for On-Premise? January 19, 2017Posted by Dominic Black in Uncategorized.
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One of the giants of the Telecom’s world, Avaya, just filed for Chapter 11 bankruptcy after months of uncertainty around the financial security of the business. This will give to time to potentially reduce its debt load of about $6.3 billion, but Avaya has stated it will not sell its Call Center business. Reuters reported that Avaya had attempted to sell its Cell Center business unsuccessfully to buyout firm Clayton, Dubilier & Rice LLC for around $4bn earlier this year.
Avaya’s revenue had fallen to $958 million in Q4 2016 from $1b in Q4 2015 and this had resulted in a net loss of $750m for the year. Avaya also announced that the company’s foreign affiliates are not included in the filing and will continue normal operations although whether they are sold at a later date remains to be seen.
What does this mean for the market?
Avaya’s 300,000 customers worldwide, which includes 3.1m UC ports and 500k contact center agents, may now be looking at a different solution for the future. A large majority of these will be on long term contracts but there is a huge opportunity for rival providers to start discussions with end customers and Avaya partners alike.
Avaya has around 70 partners in the UK who are authorized to sell a UC (Voice) solution and will be interesting to see who these partners look to work with in the future. Most of these are also selling Avaya’s Contact Center solution, which although will not be sold by Avaya, will raise questions for potential purchasers in the future on the feasibility of investing in an Avaya solution.
This could potentially have a huge impact on the reseller market as partners who have traditionally sold on-premise PBX’s may the move to sell a Hosted VoIP solution. When Cavell researched the reseller market in the UK in 2014, only 60% of the 500 resellers we examined were currently selling a VoIP solution. We have heard of a number of Service Providers already targeting Avaya resellers with a view to them moving away from selling Avaya solutions.
Matt Townend – Director of Research and Consulting at Cavell Group:
“Although predicted by the market for the last few months, the reality of arguably the biggest player in Enterprise communications entering Chapter 11, is surely going to shake up the market”
Cavell is starting our next round of research and will be looking to launch our reports at the European VoIP Summit on the 9th March in London – tickets are still available.
Save the date! 25th of April, 2017: Channel Leaders Conference, organised in association with Comms Business December 6, 2016Posted by Dominic Black in Uncategorized.
Tags: applications, business telecoms, Channel, Channel Leaders, Cloud Communications, Comms Business, conference, consultants, events, Innovation, IT, Launch, London, mobile, network, Networking, Productivity, Resellers, SI, Slack, sponsorship opportunities, suppliers, technology, telecoms, Telecoms Market, UK, UK telecoms market, Vendors, Voice, voip, WhatsApp
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In a ceaselessly changing world where customers can communicate by using WhatsApp, Slack, and can buy their IT solutions from the cloud, the event will explore what channels will need to do to remain relevant to customers both in the short term and in the future.
The conference will be held at the America Square in London on the 25th April 2017 and it is targeted at C-level executives within reseller businesses, SIs, and consultants that sell directly to end users.
The day will include several high-level key note presentations and panel discussions, a combination of expert analysis and thought provoking views from respected analysts and commentators delivered as key note and panel sessions with input from some of the UK’s Channel leaders themselves.
We will be exploring end customer trends, supplier and vendor relationships, Customer knowledge and intimacy, the future Role for a Channel business, and how to create value for the Channel business in the future. There will also be a chance to network with top level executives and discuss topics and themes around the event
Talking about the new event, Cavell Group Director Matt Townend said: “As the pace of change accelerates it has never been more important to be looking at the horizon in a number of different ways. Customer requirements can change very rapidly in today’s market and for Channel partners it is vital they remain relevant.”
Miles Bossom, CEO of Miles Publishing, commented: “We have seen several industries ‘shaken-up’ over the last few years by what many refer to as Digital Disruption. Business communications and IT is evolving quickly and new entrants are coming to market with disruptive products and services all the time. Channel Leaders will address these issues for the top-level Channel executives and will act as a platform to educate and inform attendees of challenges they will face in the market. For anyone with high ambitions in the Channel this will be a must attend event.”
Spaces are limited, so if you would like to book a place, please email us. Tickets cost £250.
Also, sponsorship opportunities are available! If you are interested in finding out more about the event, please get in touch with us.
Broadsoft keen to highlight its market position at Connection last week November 24, 2016Posted by Dominic Black in Uncategorized.
Tags: Broadcloud, Broadsoft, Broadsoft Connections, Cavell Group, Hosted, Hosted UC, Hosted VoIP, Platform, Voice, VoIP Market, VoIP Providers
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Cavell were in San Antonio last week for Broadsoft Connections, their annual customer event. The event was 20% larger than last year with over 1000 attendees from Service Providers around the world gathering to hear from the Broadsoft team about their new products and meet other Broadsoft providers from other markets.
Broadsoft are very keen to highlight their market leadership position and credentials, announcing at the conference that their installed base of customer had reached 15m deployed seats, up from 12m in 2015, a growth of 25%. This announcement comes hot on the heels of other Service Providers and platforms all keen to reinforce their cloud credentials. Clearly this figure encompasses all of Broadsoft service providers end customers, whether they are sitting on Broadsoft’s own BroadCloud environment or end customers of Service providers using Broadsoft Broadworks software, which still makes up the large majority.
Broadsoft was also keen to highlight the success off its own cloud solution “BroadCloud” highlighting new customers including; Verizon, AT&T, Vodafone Germany, Deutsche Telekom, Nexteria-One, Rogers and Digicell. It would be fair to say although these are encouraging signs, BroadCloud has yet to gain large momentum amongst existing customers in Europe.
Building on its growing market presence and position Broadsoft also launched it’s ‘Powered by Broadsoft’ brand into the market at Connections. Broadsoft will allow Service Providers using Broadsoft platforms to include the ‘Powered by Broadsoft’ logo alongside their solution. In return, Broadsoft will offer their Service Providers a range of Go To Market support; including digital marketing, product information and data sheets, white papers (themes including mobile/fixed strategy, PBX replacement, UC advantages) and tailored go to market strategies. It appears initially there will be a mixed reaction from Service Providers, with some who spoke to Cavell believing that their own brand was in fact stronger then the Broadsoft brand and seeing little value, whilst other potentially smaller providers saw some clear benefits. Broadsoft believe that IT managers want to know the platform behind the solution and that the ‘Powered by Broadsoft’ brand will assure them that the solution is market leading.
For most market insiders the size and scale of Broadsoft is well known, but with lots of new competition and existing PBX providers moving into the cloud space it is clear that Broadsoft wish to highlight their position more clearly to its Service Provider and stakeholder audiences.
Tags: Broadsoft, Broadsoft Connections, Service Provider, Taher Behbehano, telecoms, voip, VOIP Market research, VoIPlogic
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Broadsoft announced today the acquisition of VoIPLogic, the American based Broadsoft wholesaler. VoIPLogic brings Broadsoft strong cloud capability and will provide a much-needed boost to cloud revenues. VoIPLogic has been providing its customer with a cloud-based Broadsoft offering, and a strong professional services and operational capability.
As vendors such as Broadsoft and others move into the cloud having strong operational capability and credibility is crucial, as often these companies may have been developing platforms for service providers but often do not have the experience of running them at scale like an operator.
Taher Behbehano Chief Digital and Marketing Officer commented:
“We see that a large percent of data consumed by today’s business is through cloud services, which is why BroadSoft has become the go-to cloud transformation partner for service providers seeking to rapidly shift their legacy telecom infrastructure to a network capable of delivering enterprise cloud applications for mobile unified communication, team collaboration and customer engagement, VoIP Logic further strengthens our BroadCloud UCaaS solution portfolio, and the ability for our service provider customers to fully benefit from the cloud.”
Matt Townend Research & Consulting Director of Cavell commented: “I believe this looks like a good acquisition for Broadsoft, because it will help increase its cloud revenues, and more importantly brings increased operational and cloud know how to Broadsoft. As we see competitors to Broadsoft offering integrated Global offerings, Broadsoft needs to synthesise its current global Broadcloud story and VoIPLogic can help in that”.
Tags: AIRBNB, applications, business telecoms, Business Verticals, Cloud Communications, Communications Platform as a Service, CPaaS, Developers, digital disruption, digital tranformation, events, global telecoms, Innovation, Launch, market opportunities, market reports, market research, market update, Matt townend, Nexmo, Platform, reports, Research, Service Provider, Service Providers, technology, Telco, telecoms, Telecoms Market, Twilio, Uber, UC, Voice, VoIP Market, VoIP Providers, WhatsApp, Wholesale Voice
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You cannot help but read about how digital disruption is helping revolutionise existing businesses and enable new businesses to establish and disrupt complex industries. I think most people would also agree that at the heart of most business models are communications of different types.
So why is it that we find that Traditional model and fixed Telecoms companies are in general leaving this market opportunity to the CPaaS and development market to address?
Today, Cavell launches a report co-authored by Matthew Townend, Research and Consulting Director at Cavell, and Mike Wilkinson, one of the most respected senior marketing figures in the Technology market, former VP Product Marketing at Broadsoft and a pioneer in the whole UC and VoIP marketplaces.
In the report “The Communications Platform as a Service Market – Market Opportunities for Service Providers”, Cavell are exploring why companies like UBER, AIRBNB & WhatsApp all have chosen CPaaS providers like Twilio to power the transformation we are witnessing.
The paper addresses why the longstanding traditional Service Providers have not been able to embrace this opportunity, and what they might have to do in the future to be relevant both to these large scale global players, but also to their traditional national Enterprise customers who seek to establish new business processes and value propositions.
Matthew Townend, commented:
“As we move into a period of Digital transformation, we want to have real-time communications embedded into all sorts of business and consumer applications, and users want communication delivered in the context of their business and personal lives, however, not in the way vendors and communications providers prescribe it. Communications providers are going to have to deliver CPaaS platforms and capabilities that enable this change. “
“We are already seeing Business customers who demand their communications be imbedded in their vertical applications, as in their business they spend their life in say a hospitality business process tool. They do not want to receive it in the PBX or Cloud vendors UC all singing all dancing portal.”
For more details on the report please click here.
Cavell are Co-Hosting an industry dinner with the Internet Telephony Service Provider Association (ITSPA) in London, where we will be exploring these issues with a group of different service providers whilst also enjoying a great dinner and networking opportunity. Matt and Mike will both be at the dinner. For more details and how to book tickets please visit our website.