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The Fine Line of Trust in Customer Relationships #EVSLDN17 January 24, 2017

Posted by Dominic Black in Uncategorized.
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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.

Join us for the European VoIP Summit 2017 on March 9th at the QEII Conference Centre, in London to discover the key to mastering:

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

SONY DSC 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.

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Broadsoft keen to highlight its market position at Connection last week November 24, 2016

Posted by Dominic Black in Uncategorized.
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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.

 

 

 

UK Business Hosted VoIP market breaks 2 million seats at the end of 2015. February 22, 2016

Posted by Dominic Black in Uncategorized, VoIP Numbers.
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Cavell has finished their latest research on the UK Hosted VoIP market which, as of 31st December 2015, had grown by 266,392 seats (13.95%) since June to reach a total number of 2,175,065 seats. This represents the largest growth in terms of actual seats over a six monthly period since Cavell started tracking the market 10 years ago, beating the next largest growth period which was incidentally recorded in the first six months of 2015. This meant that 2015 was by far the strongest year for Hosted VoIP as the market added 525,846 Seats (31.88%) over the whole year, far exceed 2014’s total growth of 355,153 seats.

This growth came mainly from the SME end of the market although there were encouraging signs of growth in the midmarket where there are starting to see some Service Providers have success in packaging solutions that can compete with PBXs as well as a stream of PBX vendors entering that area of the market with their own solutions including: Mitel, Avaya, Shoretel, MDS, IP Cortex etc.

The Large Enterprise did not grow at all as forecast with Service Providers reporting that in a lot of cases customers are starting to choose Skype for Business, where previously they may have sold a solution such as Cisco HUCs. The majority still do not use it voice but this is changing as an increasing number of Skype for Business customers are now using it for voice alongside presence and messaging.

Although growth had come from different customer size segments, the market was only 1,341 seats less than Cavell’s previous report, representing a 0.5% difference between Cavell’s forecast and the actual figure.

Cavell will be releasing the full report on the UK Hosted VoIP market in the next few weeks which includes:

  • Five year forecast for the market size by customer size
  • Market revenues and forecast for seats, minutes and handsets
  • Pricing and bundling analysis
  • Future drivers and roadblock to market expansion
  • M&A analysis
  • Technology changes
  • List of Service Providers selling Hosted VoIP services in the UK
  • Other important developments and analysis on the Hosted VoIP market

The report is available to pre-order from our website here: http://www.cavellgroup.com/index.php/research/reports

Broadsoft Connections 2015 Report – New Services, 600 Service Providers & Google November 1, 2015

Posted by Matthew Townend in Uncategorized.
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IMG_1706 IMG_1713

Broadsoft Connections 2015  

Broadsoft pulled off a great event last week with over 1300 people from 600 of the major Service Providers in the world congregating in Phoenix, Arizona. For the first time, they only invited seven selected Analysts from around the world and we were very pleased to be one of them and for them to give us an insight into their global developments, which was appreciated by us all.

The following were some of the key announcements and messages, which were highlighted during the event.

Announcements

Broadsoft’s Scale – Mike Tessler highlighted in his keynote that Broadsoft now had over 12 million Hosted VoIP seats, delivered by over 700 partners in 90 countries. Remarkably, the top Broadsoft players had four times the combined seats of the major OTT providers combined.

Their Partnership with Telco’s – At every opportunity Broadsoft reiterated that they were partnering with Service Providers exclusively and were not going to sell to their customers. This message was well received by the Service Providers and was a clear reflection of the concerns that SPs raised following the launch of BroadCloud.

Project Tempo – Broadsoft launched their new initiative “Project Tempo” which under this initiative Broadsoft plans to announce a series of new services that will help define the Future of Work. The first announcement was “UC One Hub” which looks to integrate real-time communications & collaboration, cloud applications, and contextual intelligence into a unified end-user experience. One of the points the team made was that it is good to integrate these capabilities when users are spending more of their time online.

The Hub will go into Beta in Q1 2016 and will initially look to integrate with the current UC One service and the following applications: Gmail, Google Calendar, and Google Drive in addition to Concur, Redbooth, and Twitter. Future versions will also look to support: Outlook, Salesforce, Zendesk, Dropbox, and LinkedIn.

The hub was demonstrated with UC One and we saw the integration of the above applications into one simple interface, allowing users to see contextual information from the different applications when they were in communication with a specific user. For example, if a user was on a call to a colleague, they would then automatically see the latest mails, project information etc. for projects that we have been working on together to allow for them to effectively work together.

The Hub itself does not store any data but enables API calls to the relevant application, and does everything on the fly each time rendering the results initially into the UC One capability. Cavell believe this is a very interesting launch and although it is in Beta currently, more details will emerge more in the coming months. Questions such as how does it integrate with Premise Based Applications, and also whether users will want to ultimately use UC One as their window onto the world are key questions still to be answered.

Initially, it is clear that the Hub is focused on driving adoption of UC One, but may become more interesting if integrated into other cloud applications which become the point of integration.

New Products

There were a large number of announcements of new products and improvements highlighted below.

New Mobile Applications Launched: UC One Connect and UC One Meet

UC One Connect: Messaging looked a lot simpler and cleaner then its previous interface and addresses a key weakness in their previous service. It also only shows a small set of users when communication and increases battery life.

UC One Meet: Scraps calendar and enables easy access to My Room capabilities

UC One Communicator for Chrome was announced for launch in December integrating with Google apps and the standard UC one bundle

My Room – enhancements announced today: invite guest, includes conference room and effective team chat, also the number of audio participants was raised from 30 to 145 users.

UC One – BroadCloud

Broadsoft announced they would be expanding its global BroadCloud footprint, with focus on France and some other key locations. It will also support SIP as well as Hosted UC service. BroadCloud will also support vertical capabilities initially in the Hospitality vertical.

It was impressive to see so many new launches and improvements to existing services, which in general were very well received by the Service Providers present. Cavell believes that the one area Service Providers might have expected more was Call Centre functionality.

Broadsoft Design & the Very Small Business

One of the very interesting presentations was from DP Venkatesh & Alec Walker from Broadsoft Design (previously MPortal). They demonstrated how in the future, very small businesses are likely to undertake their whole purchase and fulfillment activity online. These users are likely to be looking for a mobile first proposition with a simple set of features including Auto Attendant so they appear larger, but DP demonstrated how Broadsoft Design will help Service Providers build these new portals and enable these services.

Google Key partner! “Microsoft Who ?”:

In all the demos of the new launches they incorporate Google’s services and even the Keynote at the end of the event was by a Google Product Director. The only time Microsoft was really mentioned was when Mike Tessler said:

“Microsoft want to be a global service provider, what do they know about being a Service Provider?“

This did not come as a great surprise, but it was clear to see that Broadsoft and Google may build a tighter relationship in the future.

Overall the event was well organized and received by its audience and Broadsoft managed to demonstrate a renewed focus on partnership with its Service Provider partners. We will obviously have to wait and see how Project Tempo develops as it goes into Beta early next year, and if this enables Broadsoft to move more strongly into UC services and ultimately up the market.