jump to navigation

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

Posted by Dominic Black in Uncategorized.
Tags: , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,
add a comment

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

Posted by Dominic Black in Uncategorized.
Tags: , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,
add a comment

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

CPaaS market maturing but rocky times ahead for Twilio May 3, 2017

Posted by Dominic Black in Uncategorized.
Tags: , , , , , , , , , , , , , , , , , ,
add a comment

Two interesting news stories have emerged in the last week showing how the CPaaS market is maturing, and how providers need to move beyond transactional services in the future.

The first story relates to the acquisition of TeleSign by BICS, driven by the desire for BICS to transform from a traditional Wholesale model to a CPaaS one, through the acquisition of TeleSign’s authentication and mobile identity services. Worth $230m, the transaction is equal to what Vonage paid for Nexmo in 2016. This highlights the value that Service Providers and Wholesale providers see in CPaaS, evidenced by such investments.

Cavell Perspective:

  • The first iteration of CPaaS has mainly followed a Wholesale model, with tight margins based on services like authentication, messaging and minutes. This means that significant scale is required to drive large revenues.
  • During this first iteration of the market, global wholesale traffic has declined, and as end users look for different ways to communicate, CPaaS platforms began to gain traction as a way to integrate communications within applications. However, CPaaS providers were only able to generate marginal revenues per transaction.

The second story concerns Twilio, generally considered the “poster boy” of CPaaS. Having made a lot of noise in the last few years and grown an impressive client list, the company is experiencing problems as its reliance on transactional services starts to bite. On the latest earnings call, Twilio’s CEO announced that Uber, representing 12% of revenue, will be reducing its use of Twilio’s services over the next year. In after-hours trading, its share price fell by around 30%, wiping close to $1b off their market cap. Twilio is constantly acquiring new accounts (4,000 added in the last quarter), but this has only accounted for quarterly revenue growth of $2m. It will be difficult for the company to find new customers with the user base of Uber.

Cavell Perspective:

  • This will become a growing concern for CPaaS providers, and highlights the need for them to move beyond basic authentication, minute or message services, to stickier solutions that drive customer retention.
  • The BICS acquisition solves the first part of this by enabling them to offer new services, but will this be enough to secure long-term customer relationships and repeat revenues?
  • Companies like Genband, RingCentral, Cisco and Vonage have started to move beyond simple transactional services, and begin to integrate CPaaS services into their cloud voice or contact centre solutions.
  • Service Providers need to understand what is happening in this market: the role of the Service Provider is coming into question, and key vendors are making significant investments in building or buying their own CPaaS platforms.
  • The ability to offer integrated services into applications is likely to be the best way to differentiate in an increasingly competitive landscape.

Cavell’s report “CPaaS: Market Opportunities for Service Providers” studies the dynamics of the industry, profiles key players and offers insights into the threats, and the opportunities, facing Service Providers. If you would like to purchase the report, or speak with one of analysts about the impact of CPaaS on your business, please get in touch with Dominic Black at dominic.black@cavellgroup.com

There have been high levels of optimism about the German VoIP market at CeBIT this week; Deutsche Telekom launched their own BroadSoft solution and NFON have announced further expansion into new territories. March 22, 2017

Posted by Dominic Black in Uncategorized.
Tags: , , , , , , , , , , , , , , , , , , , , , ,
add a comment

Since launching our German report last October, Cavell have seen Germany as a key growth market for Hosted VoIP services. Resulting from this, Cavell have invested in growing our team, with Adam Kowalski joining to focus on the DACH region.

Cavell attended CeBIT this week to catch up with our Service Provider customers and expand our knowledge of the developing German market. While there were not as many major telecoms vendors at the event as at other global conferences, with major PBX providers like Mitel, Shoretel and Avaya not attending, German VoIP providers were in strong attendance.

The Service Providers we caught up with were really excited about the opportunities in the German market, and are all starting to see strong growth in Hosted VoIP services. Although numbers of international competitors entering the market are increasing, there doesn’t seem to be much concern amongst local providers. Nevertheless, it will be interesting to see the how the increased number of competitors affects the dynamics of the German market.

CeBIT 2017, 20. - 24. März

Deutsche Telekom introduces DeutschlandLAN CloudPBX Native UC, Powered by BroadSoft

Several Service Providers have made some interesting announcements at CeBIT, especially by Deutsche Telekom, who launched their partnership with BroadSoft. Deutsche Telekom are also launched the first product that they both manage and own (they already offer Swyx and NFON solutions), which they see as “a significant game changer for businesses of all sizes in the German market.”

The service, named DeutschlandLAN CloudPBX, is based on a Broadworks platform and integrated with bMobile to be able to offer a fully integrated mobile and fixed solution to their entire customer base. By combining deep mobile network integration and fixed capabilities, Deutsche Telekom hope that this will be a key differentiator in the German market.

Deutsche Telekom are still planning on continuing sales of their Swyx and NFON solutions alongside the DeutschlandLAN CloudPBX service, but will it be interesting to see how the relationship evolves in the future. It is also interesting to note that Deutsche Telekom have taken a Broadworks platform instead of a BroadCloud solution, noting that ownership of the platform was important for them when making the platform choice.

Expansion, SIP Trunk & Wholesale: NFON

Other key announcements came from NFON, who launched their NFON SIP Trunk product at the event. This not only fills a gap in their portfolio, but will also enable them to take advantage of the All IP strategy in Germany, which is set to end the ISDN network by 2018. The SIP Trunking service also offers full access to the potential of carrier management in 12 European countries and telephone number management, as well as meeting regulatory requirements. This may disrupt the international SIP Trunking market.

NFON continued their expansion into two new European countries with NFON Iberia covering Portugal (launching in May) and expansion into the Italian market forecast for September. This will put them in 14 countries by the end of 2017, which will establish them as one of only a few Pan-European Service Providers.

NFON have also launched a wholesale model, partnering with ScanSource Communications in the UK and T-Systems in Germany, to target large SMEs and large enterprises. NFON will allow the services to be integrated by their wholesale partners into full products or sold alone as single services to their customers.

Read more: https://www.broadsoft.com/press-releases/deutsche-telekom-introduces-deutschlandlan-cloudpbx-native-uc-powered-by-broadsoft

Read more (DE): https://www.nfon.com/de/unternehmen/presse/presse-mitteilungen/?tx_nfonpress_release%5BpressRelease%5D=93&tx_nfonpress_release%5Baction%5D=show&tx_nfonpress_release%5Bcontroller%5D=PressRelease&cHash=91fdbd4c67c4c32dbfc6e6be89ad80f8

Read more (EN): http://www.lfchannel.com/expansion-sip-trunk-wholesale-nfon-news-at-cebit-2017/

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

Posted by Dominic Black in Uncategorized.
Tags: , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,
add a comment

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

Posted by Dominic Black in Uncategorized.
Tags: , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,
add a comment

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

Posted by Dominic Black in Uncategorized.
Tags: , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,
add a comment

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:

speakers-logos

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

SONY DSC

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:

gold_sponsors_evslondon17

Exhibition Sponsors:

exhibitionistii.jpg

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

Posted by Dominic Black in Uncategorized.
Tags: , , , , , , , , , ,
add a comment

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.

 

 

 

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

Posted by Dominic Black in Uncategorized.
Tags: , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,
add a comment

qe-2-centre_690x271

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.

gold_sponsors_evslondon17
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!

Telcos missing out on Digital Disruption opportunity whilst CPaaS providers act October 27, 2016

Posted by Matthew Townend in Uncategorized.
Tags: , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,
add a comment

shutterstock_309062636

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.