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Timely, Thought-Provoking Topics & Robust Discussions at EVS Amsterdam 2017 June 8, 2017

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Following a hugely successful inaugural event in Amsterdam in October 2016, with over 135 attendees from 60 different Service Providers, we are excited to announce our second European VoIP Summit edition with a focus on the Benelux Service Provider market. Empowered by AudioCodes, Broadsoft and Cisco, the event will be held at the Hotel Arena in Amsterdam on the 10th of October 2017.

An unmissable networking opportunity, the conference promises an impressive line-up of speakers and enlightening industry discussions. Addressing a wide spectrum of communications related dilemmas, the European VoIP Summit will answer your questions on the future role of Service Providers, collaboration and digital transformation, as well as regulation changes and security.
Visit our website for the complete Agenda.


Early Bird tickets available now! Please bear in mind that ticket sales are open exclusively to Service Providers. Vendors will only be allowed access if they sponsor. To find out details of the available sponsorship opportunities, please email us directly.

Coffee/tea, lunch and post-event drinks are all included in the ticket price.

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

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.

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

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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

#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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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!

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

Broadsoft boosts cloud revenue and capability with VoIPLogic acquisition October 31, 2016

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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”.

 

 

 

 

 

 

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

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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.