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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

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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

BT Openreach separation agreed but still part of BT Group March 10, 2017

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This morning it was announced that BT and Ofcom have reached agreement on a long-term regulatory settlement that will see Openreach become a distinct, legally separate company with its own Board. However, the new entity will still report to the BT Group and ultimately the BT CEO Gavin Patterson.

The new company, Openreach Ltd, will have its own separate logo without BT and report to an independent board. It will also transfer over 32,000 employees to the new company however their pension rights etc. will be upheld.

The BT Announcement stated:

“This Board will set Openreach’s medium term and annual operating plans and determine which technologies are deployed, within a strategic and financial framework defined by BT. Openreach will be free to explore alternative co-investment models in private with third parties.

The Openreach CEO will report into the Openreach Chairman, with accountability to the BT Group Chief Executive with regards to certain legal and fiduciary duties that are consistent with BT’s responsibilities as a listed company.”

The question will be exactly what does this mean in terms of independence, and what benefits it will bring. TalkTalk responded favourably in a statement this morning but did reinforce that Ofcom’s job is not over yet.

Dido Harding, Chief Executive Officer, TalkTalk commented:

“We welcome the agreement to create a legally separate Openreach. The new company will be better placed to deliver the improved investment and service that consumers and businesses deserve. This deal will require robust Ofcom monitoring and enforcement to ensure it delivers the improvements the regulator expects. We hope this is the start of a new deal for Britain’s broadband customers, who will be keen to see a clear timetable from Openreach setting out when their services will improve.” 

In essence, this seem a very positive move and we hope it brings what BT Gavin Patterson stated:

“I believe this agreement will serve the long-term interests of millions of UK households, businesses and service providers that rely on our infrastructure. It will also end a period of uncertainty for our people and support further investment in the UK’s digital infrastructure. 

 

 

 

 

#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!

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.

The concept of selling UC is dying! Service Providers offer industry/sector specific propositions to meet customer demand September 13, 2016

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shutterstock_150110996

 

For well over a decade, the industry has been talking about Unified Communications, with vendors trying to push the idea that end users want to unify all their communications through one interface (normally vendor specific), and that they need to utilise a number of new communications mediums through this interface (including: Video, Presence, Collaboration, etc.).

When we look at the players who have been successful in selling hosted communications both in the UK and Europe, we see that very few are selling a concept of UC at all. What they have done well is they have segmented their customer base and they have produced bundled solutions that understand the “Context” within which the customer is operating and have offered solutions accordingly. Yes, there are some customers who want an all-singing, all-dancing UC experience, like you see in most vendors videos, but this appears to be a minority.

Our recent research on the Hosted Comms market shows that most service providers have developed their segmentation further, and they are now offering solutions that are designed to suit their customers’ needs in relation to the Vertical industry segment they operate in.

Figures have shown that 41% of the service providers tracked by Cavell, offer a selection of vertical solutions, 66% of which offer a public sector proposition, some providers selling solutions specifically tailored for one of the following public sector segments: local government, central government, education, healthcare, housing, public administration, justice, and emergency services.

The main commercial segments have been Financial (41%), Retail (38%) and Hospitality (23%). Other prevalent business categories vertically targeted by service providers are construction, media, travel & transport, and organisations operating in the legal sector. Cavell has also witnessed signs of verticalisation in technology, automotive, recruitment, logistics, manufacturing, third sector and professional services.

Matthew Townend, Director of Research & Consulting at Cavell stated: “The increased verticalisation shows an increasing requirement for Service Providers to offer solutions that recognise the context that their customers work and communicate in, rather than attempting to offer a broad based UC solution that attempts to dictate how they should communicate”.


Cavell Group have launched their latest UK Hosted VoIP and SIP Trunking market reports on the 2nd of September. For more information, please read our previous blog post.

Cavell is beginning latest round of research on the UK Hosted VoIP and SIP Trunking markets July 7, 2016

Posted by Dominic Black in VoIP Numbers.
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Cavell is commencing our latest round of research on the Hosted VoIP and SIP Trunking markets and is looking for input from Service Providers into our survey. As many of you are aware, the data that is inputed for our research is used to build a total market picture for the VoIP and SIP markets across the UK and individual company data is confidential.

Cavell will be running a webinar in August to go over the top level findings with those companies that have contributed to the survey and will receive discount codes to our upcoming European VoIP Summits.

Please follow the links for each survey below, each one should take around 5 minutes and your input is greatly appreciated

Hosted VoIP

SIP Trunking

If you would like to discuss this research or speak to one of our analysts, please contact Dominic Black at dominic.black@cavellgroup.com

 

Cavell is pleased to announce two new European VoIP Summit dates. June 15, 2016

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After the success of the past two European VoIP Summit’s in London, Cavell is please to announce that we are taking the event to Amsterdam on the 11th of October 2016 and returning to London on the the 9th March 2017.

The European VoIP Summit is the largest event focused on Service Providers with the leaders of the VoIP industry coming together for a day of panel discussions, keynotes and presentation from experts and market leaders in the market from across Europe. Our previous event earlier this year in London had over 220 delegates from 58 European Service Providers, see more information here from that event

Amsterdam – 11th October 2016

As Cavell expanded our research team into the Dutch market with Rob Kurver joining the team in December, it was an easy decision to try to replicate the event in the most advanced VoIP market in Europe. We are happy to announce that Broadsoft and Genband will be returning as Gold Sponsors although there are plenty of opportunities still available.

You can find out more about the event and buy tickets here, we have finalized the Agenda and are currently signing up speakers for the event.

London – 9th March 2017

The European VoIP Summit 2016 in London earlier this year saw over 220 delegates from 58 Service Providers from around Europe come together for a discussion on the trends and dynamics of the European VoIP industry.

We have booked the QEII conference center in the heart of Westminster, London for the event, with views looking over the Houses of Parliament and Westminster Abbey. As we sold out last year, we have expanded the space to accommodate many more attendees and expect around 250 this year. Yealink have continued their association with our event and will be Gold Sponsors for the 2017 event.

We have our agenda here for the London event and will be propagating the list with speakers when they confirm. Tickets can be purchased here

Speaking and Sponsorship

Speaking slots and Sponsorship is still available for both events, please contact Dominic Black at dominic.black@cavellgroup.com if you are interested in sponsoring or speaking

UK SIP Trunking market shows strong growth but mainly from a few specialist Service Providers February 22, 2016

Posted by Dominic Black in Uncategorized, VoIP Numbers.
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The SIP Trunking market has seen strong growth, especially in the Large Enterprise segment with the midmarket also growing faster then expected. By the end of December, the UK SIP Trunking market had grown by 232,070 Trunks (13.73%) since June 2015. This was one of the largest growth periods that Cavell has tracked only surpassed by the same period in 2014.

This has however led to 2015 showing the largest growth the whole year as the market added a total of 453,131 Trunks (31%). Cavell expects that the SIP market will continue to show strong growth as Service Providers take advantage of the end-of-life of the ISDN and PSTN networks. Cavell is already starting to see signs of how Service Providers are using this announcement as valuable marketing material, sowing the seeds of uncertainty to potential customers who are still utilizing those networks.

We are seeing growth in SIP driven by a focused set of Service Providers, both specialist SIP players and some traditional Tier 1 & 2 operators. As competition hot’s up Cavell believes that there will be continued pressure on pricing and possibly even further pressure for market consolidation. We are already seeing certain Service Providers look at how they can differentiate from SIP Capacity type services by looking to integrate more advance applications as completion and customer requirement changes.

Cavell will be releasing the full report on the UK SIP Trunking market in the next few weeks which includes:

  • Five year forecast for the market size by customer size
  • Market revenues and Forecast for Channel and Voice revenue streams
  • Pricing analysis
  • Future drivers and roadblock to future market expansion
  • Technology changes
  • List of Service Providers selling SIP Trunking services in the UK
  • Other important developments and analysis on the SIP Trunking market

The report is available to pre-order from our website here: http://www.cavellgroup.com/index.php/research/reports

 

UK Business Hosted VoIP market breaks 2 million seats at the end of 2015. February 22, 2016

Posted by Dominic Black in Uncategorized, VoIP Numbers.
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Cavell has finished their latest research on the UK Hosted VoIP market which, as of 31st December 2015, had grown by 266,392 seats (13.95%) since June to reach a total number of 2,175,065 seats. This represents the largest growth in terms of actual seats over a six monthly period since Cavell started tracking the market 10 years ago, beating the next largest growth period which was incidentally recorded in the first six months of 2015. This meant that 2015 was by far the strongest year for Hosted VoIP as the market added 525,846 Seats (31.88%) over the whole year, far exceed 2014’s total growth of 355,153 seats.

This growth came mainly from the SME end of the market although there were encouraging signs of growth in the midmarket where there are starting to see some Service Providers have success in packaging solutions that can compete with PBXs as well as a stream of PBX vendors entering that area of the market with their own solutions including: Mitel, Avaya, Shoretel, MDS, IP Cortex etc.

The Large Enterprise did not grow at all as forecast with Service Providers reporting that in a lot of cases customers are starting to choose Skype for Business, where previously they may have sold a solution such as Cisco HUCs. The majority still do not use it voice but this is changing as an increasing number of Skype for Business customers are now using it for voice alongside presence and messaging.

Although growth had come from different customer size segments, the market was only 1,341 seats less than Cavell’s previous report, representing a 0.5% difference between Cavell’s forecast and the actual figure.

Cavell will be releasing the full report on the UK Hosted VoIP market in the next few weeks which includes:

  • Five year forecast for the market size by customer size
  • Market revenues and forecast for seats, minutes and handsets
  • Pricing and bundling analysis
  • Future drivers and roadblock to market expansion
  • M&A analysis
  • Technology changes
  • List of Service Providers selling Hosted VoIP services in the UK
  • Other important developments and analysis on the Hosted VoIP market

The report is available to pre-order from our website here: http://www.cavellgroup.com/index.php/research/reports