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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 I August 11, 2017

Posted by Dominic Black in Uncategorized.
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shutterstock_15480721

Many businesses in the UK, small, medium and large are suffering. Pressures created by fears of what BREXIT may bring, austerity reducing the flow of money and challenging economic conditions, mean they are searching for efficiencies and cost saving opportunities to maintain and grow. These are requirements that the savvy Service Provider can meet to grow their own business. Services have become increasingly competitive and the number of Service Providers in the UK now exceeds 95, so business customers have choice, and this creates the need for Service Providers to increase the attractiveness of their offerings creating stickiness to maintain their current clients and to introduce new value-added services to increase their client base.

Value Added Services that Improve Customer Service

Good customer service is key to business success in every sector and the market research firm Cavell are reporting an increasing demand for call centre features for business telephone users beyond the contact centre. They surmise that this is a direct result of the drive to improve customer services.  The business goal is to collect data from communications that will provide information to help the business to make customer communications better and enable multiple communication channels to be utilised beyond voice, including social media and instant messaging. Call Recording and Analytics are the two key basic call centre offering in demand and large platform providers are increasingly developing these capabilities, or collaborating to be able to offer these services to SME and large enterprise businesses.

Call recording has been available for a while and is a mature product. The key applications have been MIFID II for financial Service tracking and PCI compliant call recording for where credit card details are collected over the phone. The recent change, is that there is an increasing use of Call Recording to provide the business with the data to target areas for improvement through staff training and to secure details of customer interactions for future reference and to improve customer service.

Analytics is the second growing offering. Businesses are increasingly using Analytics on every customer inbound channel to gather information to help them to sell better and to understand what media their customers are using to communicate with them. This data helps them to understand how their customer is interacting. Demand for these analytic products is very high. Service Providers such 8×8 have invested in building their own analytics solutions and others are collaborating with providers like Akixi, Dubber and Tollring to be able to offer analytics solutions. The data provided helps the business to understand how to manage calls effectively and to identify future possibilities for new products.

Stay tuned for our upcoming posts where we will be covering what else we have seen makes Service Providers successful in this ever-changing and highly-competitive market.

Also, if you wish to contribute to our market research (due to be released on August 31st), please follow the links below. All participants will receive one ticket at our upcoming European VoIP Summit and have the opportunity to join our webinar on September 7th where we will be communicating our top-level results and some of the main trends we have seen in the UK Hosted VoIP and SIP Trunking market in the last six months.

Hosted VoIP Survey

SIP Trunking Survey

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

Alastair Mills & team back in Market July 5, 2011

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Alistar Mills (ex Ceo of Spiritel) has returned to the market with the backing of Penta &  a £60m fund after a short bit of Gardening leave. The intial purchases of Network Flow, UK Solutions & Protel announced today give the new group both a managed network, advance hosting and communications capability which will set them up well to address the new converged world. illume have had a long relationship with Alistair & the core ex team of Spiritel and were luckily to provide some advice during these purchases and we were particularly impressed by these businesses and teams, and wish the new team the best of luck in the coming year. As in our recent article about Mitels strategy the combination manged network, advanced hostign and comms experience are going to be important ingrediant for success in the new market.