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Collaboration, Artificial Intelligence and the Future of Work – UC Expo 2017 May 24, 2017

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UC Expo in London last week was the perfect opportunity to catch up on the latest industry news and trends, meet existing and new customers and experience new products and technologies. Kicking off with a keynote talk from Red Bull on how their Formula 1 racing team uses collaboration tools to maximise performance on the track, hot topics included the Future of Work (encompassing discussions on work/life balance and the role of Artificial Intelligence) and the increasing importance of collaboration technologies such as Cisco Spark.

Using contact centres as an example, Noam Fine of i.am+ discussed the applications of AI in improving efficiency, agent turnover and increasing customer satisfaction. Within 3 years 85% of interactions between customer and company will be without human contact; replacing auto-attendants with AI that can answer questions using contextual information from the current call or background knowledge (location, purchasing history etc.) provides both a smoother customer experience and more fulfilling working environment, as agents are assigned based on experience and subject matter knowledge. On a more disconcerting note Ben Hammersley, Applied Futurist, explored the ‘AI Apocalypse’ and how AI threatens to disrupt the current workspace by computerising aspects of high paying knowledge-jobs, such as contract proofing in the legal profession. Nonetheless, he did provoke some thought about the benefits a business orientated Amazon Alexa could bring to the office environment. This was particularly interesting as Andrew Maher (Avaya) had earlier mentioned his belief that contextually powered AI solutions would be key throughout 2017/18.

Collaboration technology was also discussed frequently over the two day event. Using figures from KMPG, Snorre Kjesbu (Cisco) argued that 82% of CEOs do not know whether their products would still be relevant in 3 years’ time. The speed and innovation required to stay abreast of the rapid changes faced today was demonstrated by Cisco Spark and its accompany Board, which allows for wireless presenting, white boarding and of course video/audio conferencing. A panel discussion featuring speakers from 8×8, GCI, AT&T and Mitel covered UC Cloud Communications, discussing for example how long customers should commit to cloud for (answers ranged from 36-60 months) and the bundling of desk phones. How this affects continuously falling UC pricing will be interesting as providers seek to offer better service between soft- and hardware and offer financing options for equipment.

We greatly enjoyed the expo and are looking forward to seeing what next year’s topics will cover. In the meantime, our biannual research period has just launched, meaning we will be meeting Service Providers across the UK and Europe gathering information for our upcoming European market reports. If you wish to purchase last year’s reports or find out more about the topics covered in this post, please contact dominic.black@cavellgroup.com or francisca.dinga@cavellgroup.com.

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The inaugural Channel Leaders Conference: a great success! April 27, 2017

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Collage

Monday was an exciting day; the London Channel Leaders Conference (#CLeaders17) successfully launched in collaboration with Comms Business Magazine. Delegates enjoyed a day of panel talks on highly relevant topics such as ‘How Can You Guide Your Customers Through the Digital Age?’ and ‘Building Compelling Solutions (Verticalisation & Integration),’ networking opportunities and keynote presentations by Matt Townend, Director of the Cavell Group, and Kristine Olson-Chapman, Managing Director of TalkTalk Business. Digital Disruption, the UK Telecoms Market (find out more in our reports here), the Internet of Things (IoT) and the changing role of the Channel were also among the key topics of discussion.

Of these several recurring themes, the most prominent were falling traditional market revenues and rapidly changing customer requirements. The first panel discussion of the day was ‘How Can You Guide Your Customers Through the Digital Age?’.

Chaired by David Dungay, Deputy Editor of Comms Business, Ralph Page (Director of Global Strategic Solutions at Genband), Mike Wilkinson (VP Marketing & Product Management at Lumeon), and Dan Cunliffe (Managing Director of Pangea) tackled points on identifying when a customer is struggling to adopt a digital strategy. This lead to an interesting anecdote on smart water drains on the Isle of Wight by Dan Cunliffe, prompting further discussion on the IoT. Another hotly discussed point on the panel was where Channels can find immediate success in a rapidly changing industry, be it focussing on CPaaS, M2M or elsewhere.

The liveliest panel discussion however, was represented by ‘Suppliers and Vendor Selection:  Which Horse Should I Back in the Future?’ between Steve Harris (MD of Siphon/EVP UC Nuvias), Richard Bligh (COO of Gamma), Mark Timmermans (Director of Portfolio Development at BT Wholesale), Gary Gould (MD EMEA at ShoreTel) and Russell Lux (CEO of TelcoSwitch).

The variety of vendor and service provider businesses present, passionate panellists and importance of the topic created some great discussion on the fragmentation of the traditional vendor and service provider markets, as well as what products/verticalisations/service areas the channel should embrace. This was particularly relevant with the recent news on companies like Avaya. Discussion also touched on competing with the services provided by the likes of Twilio, Microsoft and Amazon and how cloud services can transform industries like distribution and logistics.

We would like to thank our Gold (Knight Corporate Finance, Strategic Imperatives, and TelcoSwitch) and Silver Sponsors for their contributions to making Channel Leaders a success, and also, Blabbermouth, whose drinks sponsorship fuelled a great networking opportunity at the end of the day.


If you did not manage to attend Channel Leaders 17 but are interested in the topics discussed, want to meet industry leaders and gain valuable insight into the European Telecoms industry, click here for our upcoming event in Amsterdam (10th October 2017), or use the email addresses below for more information regarding our next event in London (8th March 2018).

You can also contact francisca.dinga@cavellgroup.com or dominic.black@cavellgroup.com for further questions and sponsorship opportunities for both events.

For research into the European VoIP markets, click here for our website, or contact adam.kowalski@cavellgroup.com or dominic.black@cavellgroup.com

#CLeaders17: An unmissable day that will influence the strategy for your business going forward March 24, 2017

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We are currently undergoing some of the most fundamental changes to the ICT industry that anyone working within it has ever seen. That is why is it important for Channel Leaders to take a day out of their busy schedule to attend Channel Leaders 2017!

The conference combines practical knowledge with forward-thinking strategic advice and discussion. We believe that attendees will enjoy and benefit from an unmissable day that will influence their strategy for their business going forward. The content for the conference is a combination of expert analysis and thought-provoking views from respected analysts and commentators, delivered as keynote and panel sessions with input from some of the UK’s Channel leaders themselves.

We have over 20 speakers confirmed including: Russell Lux – CEO TelcoSwitch, Richard Bligh – COO Gamma, Steve Harris – CEO Siphon, Kristine Olson-Chapman – General Manager Talk Talk Business, John Whitty – CEO Solar Communications, Adam Zoldan Knight Corporate Finance. We also have a great lineup of sponsors.

View the agenda here.

Channel Leaders conference attendees will have a unique opportunity to network with their peers at this gathering of the senior management of the UK’s leading ICT Reseller businesses. Our agenda allows plenty of time for delegates to discuss business opportunities and build relationships.

To register, please click here.

#EVSLDN17: Who will run the Communications Platform of the future? January 31, 2017

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SONY DSCThe future is about providing a VoIP platform that people can integrate and develop on, to solve both specific and generic customer problems.

With an ever increasing number of Service Providers considering whether to buy or build their own platforms, there is a huge question of who will be running the Communications platform in the future. Service Providers, Vendors, System Integrators and Developers are all trying to work out what their role is going to be in this new world of communications and they may as well have to fight for their very future and relevance.

Find out more from the experts at the European VoIP Summit 2017
at the QEII Centre in London on 9th March:

  • Dean Elwood – CEO, Voxygen
  • Rob Pickering – MD, IPCortex
  • James Slaney – Co-founder, Dubber
  • Rob Cox – Commercial Director, Mondago
  • Prof. Matthew Wilson – CEO, Telecoms Cloud
  • Mike Wilkinson – VP Marketing & Product Management, Lumeon

These are just some of the experts who will be discussing the dynamics, providing input from all parts of the ecosystem and sharing their views on market opportunities for Service Providers.


With the Service Provider Pass you can bring your colleagues along to discover ideas on how to prepare for your future. It includes 3 tickets for £300+VAT offering you 20% off each ticket when bought together.

Book your ticket here

If you have any questions, please get in touch. We look forward to seeing you on the 9th of March!

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

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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.

Update your Diary for the 9th of March! January 16, 2017

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European VoIP Summit 2017 – QEII Centre, London

The Service Providers event of the year is coming soon and tickets are selling fast! Here are 5 reasons you should book today and avoid disappointment:

1. Insightful Panel Discussions

Key Topics to be Explored:

  • Who will be the winners and losers following the ISDN/PSTN Switch Off?
  • Who will run the Communications Platform of the future?
  • What role do developers play in the future of communication?
  • Regulation: What is changing and how does this impact you?

 

2. Unmissable Presentations

Meet the Industry Leaders:

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3. Industry Keynotes on the State of the Market

Cavell’s respectable analysts will share their thoughts on the state of the market:
  • How to compete in the new communications landscape
  • Trends in the European VoIP Markets
  • What does the future of communications hold?

 

4. Excellent Networking & Opportunity to Share Experiences and Practices

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5. Special Offer

Bring your colleagues along! The Service Provider Pass includes 3 tickets for £300+VAT offering you 20% off each ticket when bought together.

Buy your ticket here

If you have any questions, please get in touch.
We look forward to seeing you on the 9th of March!

Many thanks to our Sponsors!

Gold Sponsors:

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Exhibition Sponsors:

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Save the date! 25th of April, 2017: Channel Leaders Conference, organised in association with Comms Business December 6, 2016

Posted by Dominic Black in Uncategorized.
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Cavell Group is excited to invite you to a new one-day conference: Channel Leaders, organised in association with Comms Business.

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.

Join us for the 4th edition of the European VoIP Summit November 18, 2016

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We are pleased to announce that the 4th edition of the European VoIP Summit will be held on the 9th of March 2017 at the QEII Centre in London.

The European VoIP Summit has become the leading industry event where Service Providers meet to discuss the key issues in the market, so this time we have expanded to accommodate 300 delegates for a series of insightful panel discussions and presentations as well as Industry Keynotes from Cavell’s analysts Matt Townend & Dominic Black.

Knowledgeable, experienced thought-leaders will share their experiences and practices, and enlighten us with their controversial views. Key industry players such as Gamma, Kcom, Broadsoft, AudioCodes, Voxygen, NFON, Voztelecom, Telecoms Cloud, and QAdvisors, as well as the experienced CMO Lisa Hutt, and Mike Wilkinson, one of the most respected senior marketing figures in the Technology market, have already been confirmed as speakers. Click here to see the complete Agenda.

The day also includes ample time for you to connect with your peers, and lunch and networking drinks are all included in the ticket price.

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Also, we are proud to announce that Audiocodes, Broadsoft and Yealink have committed as our Gold Sponsors for the event, with Edgewater Networks and SIPHON joining as exhibition sponsors.

We have sold out all of our previous events, with over 220 attendees registered from 60 different Service Providers in London in March 2016 and we expect to do the same next year, so sign up now to secure your seat and avoid disappointment.

Also, this year we have introduced the Service Provider Pass, offering 3 tickets for £300+VAT which provides 20% off each ticket when bought together, so don’t miss out on this opportunity and bring your colleagues along.

If you have any questions, please get in touch.
We look forward to seeing you on the 9th of March!