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How a Savvy Service Provider can Survive and Grow – Part III August 23, 2017

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shutterstock_150110996Creating Bundles of Success

We have frequently heard that selling telephony services on features is simply emulating the old PBX sales approach and that hosted services benefits for a solution-based sale. Now we have figures to prove it. Cavell figures for 2016-17 confirm that where Service Providers in the channel are seeing success is in the SME where Service Providers are bundling a tight solution and with a very defined set of capabilities. The advantage of bundling is that it creates a solution-based proposition with a vertical or horizontal approach where the Channel understands their pricing, margin and the commercial and technical solution.

Vertical bundles are very strong, enabling the Service Provider to sell down a single vertical and targeting on features needed by that vertical. Cavell has seen a number of Service Providers target specific verticals by integrating into key business solutions that that vertical works with. It requires that the Service Provider understand the business processes of the customer and demonstrates this value to the customer.

Horizontal solutions can be equally strong with specialised CRM integration, or solutions with voicemail control options for road warrior use. Bundles can be commercial or technical, the secret is to tailor them to your target market and demonstrate an understanding of their requirements. A sound business approach for a Service Provider would be to start with commercial bundles and then develop into a technically integrated bundled solution as the customer requirements become clear. The approach for the Service Provider is to analyse your USPs, examine your customer base and products and then look at the rest of the market to determine your competition.

Bundling is more about how to do better with what you already have than about offering anything new.

Service Providers who embrace these opportunities and build solutions with specific value in mind are most likely to be the winners in the market.


If you wish to read more about how the market is changing, please get in touch for more information on Cavell’s market reports due to be released next week on Thursday, August 31st.

 

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How a Savvy Service Provider can Survive and Grow – Part II August 17, 2017

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shutterstock_242602495

Delivering Tools to Increase Efficiency

Last week we touched on the value of Call Recording and Analytics – Another way to improve businesses competitiveness is to increase staff efficiency. Team Collaboration is a hot topic in the Service Provider space at the moment and directly addresses this need. Team software can build efficiencies into the way the business is communicating. Cavell report that the investments they are seeing in tools to help people to communicate better are huge. The starting point for team Collaboration was Internal messaging using IM services on a VoIP server. Early products were not very clever, or able to do much. The next step was to make it work better and allow teams to work more closely included SMS services with drag and drop capabilities and the ability to create workgroups providing the opportunity for integration of team solutions into the services offered by providers. Products such as Hipchat were free to download and initially were primarily used by developers, and they were provided as a standalone service. Slack today is still free to download but it has created the first company valued at over a billion dollars in under a year, and they have 1.5 million paid users as well as a free service with over 5m users.

Today, team Collaboration is becoming a ‘must have’ service offering and it is no longer just chatting on your own network, it is about integration into key business tools such as Salesforce and Google drive. Users of team software are able to automatically call files up or pull up salesforce details when talking. It is about linking products and making communications better, and as a result the number of integrated products has become a key differentiator between service offerings.

Team Collaboration is a product that sounds like it is a good fit for the large enterprise, but Cavell report that it is increasingly being used by small and medium businesses with remote workers. Launches from RingCentral, Broadsoft and Microsoft in the last few years as well as the standalone offers has invigorated the market and given Service Providers lots of choice of who to partner with to deliver these services to their customers. When launching new products, they are integrating messaging and Team Collaboration into their voice services with value adds such as click to dial. The approach is to create free, easy to use, communications solutions and offer links to call on the phone.

Many Collaboration software users are still not paying for their software, and Cavell speculate that Team Collaboration may become a competitive requirement for Service Providers in the future as companies look to enable their employees to communicate better. The issue that it may provide for Service Providers is can be consumed free but Service Providers will need to work on the sales challenge to learn to present and expand from selling lines and minutes to selling Collaboration – different sales techniques and a more consultative approach are needed as well as an understanding of how their customers work. But it’s not all bad news – integrated into services may not make any money per-se but it creates a stickiness that has a huge value to the Service Provider, since the more integrated the solution the less likely the customer is to change provider.

Stay tuned for our third post in the series where we will be touching on how smart bundles can be a game-changing differentiator.

If you wish to learn more about the industry, join us at the upcoming European VoIP Summit in Amsterdam on the 10th of October for an unmissable networking opportunity.


Cavell’s market reports offer in-depth analysis of the key market trends and are due to be released on August 31st. Please get in touch for more details.

Preparing for GDPR? Everything you need to know at the upcoming European VoIP Summit. August 16, 2017

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As the General Data Protection Regulation is due to be implemented on May 25th 2018, businesses in the communications space need to plan and prepare accordingly.
In order to get you up to speed, we have organised a special session on Regulation Changes: GDPR at our upcoming European VoIP Summit on the 10th of October at the Hotel Arena in Amsterdam, presented by:

ICTRecht

If you are a Service Provider and find yourself asking what you should do next to ensure your business complies with the new regulations, this session is for you.

Visit our website for the complete Agenda.

Register here today

Have you seen our short European VoIP Summit highlights video?

We look forward to seeing you in Amsterdam on the 10th of October!Gold_Sponsors_EVSAms17

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.

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

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venue1

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.

CenturyLink to Buy Level 3 Communications for $25 Billion October 31, 2016

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CenturyLink and Level 3 Communications, Inc. today announced that their Boards of Directors have unanimously approved a definitive merger agreement under which CenturyLink will acquire Level 3 in a cash and stock transaction valued at approximately $34 billion, including the assumption of debt. Upon the closing of the transaction, CenturyLink shareholders will own approximately 51 percent and Level 3 shareholders will own approximately 49 percent of the combined company.

The combined company will have the ability to offer CenturyLink’s larger enterprise customer base the benefits of Level 3’s global footprint with a combined presence in more than 60 countries. In addition, the combined company will be positioned to further invest in the reach and speeds of its broadband infrastructure for small businesses and consumers.

“The digital economy relies on broadband connectivity, and together with Level 3 we will have one of the most robust fiber network and high-speed data services companies in the world,” said Glen Post, CenturyLink Chief Executive Officer and President. “This transaction furthers our commitment to providing our customers with the network to improve their lives and strengthen their businesses. It is this focus on providing fiber connectivity that will continue to distinguish CenturyLink from our competitors. CenturyLink shareholders will benefit from the significant synergies and financial flexibility provided by the combined company’s revenue growth and strong cash flow. For employees, this combination will bring together two highly customer-focused organizations and provide employees growth and advancement opportunities the companies could not offer separately.”

“This is a compelling transaction for our customers, shareholders and employees,” said Jeff Storey, President and Chief Executive Officer of Level 3. “In addition to the substantial value delivered to shareholders, the combined company will be uniquely positioned to meet the evolving and global needs of enterprise customers.”

Read the full press release here