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

Posted by Dominic Black in Uncategorized.
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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.

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

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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.