Dan Ilett: A man Agilitas CEO sets with community on sights on three-year his mind p18 £50m target p32

VOL 25 ISSUE 9 FEBRUARY 2021 www.comms-dealer.com

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Your customers’ needs 24 are changing Company Update Are You? New Horizons for Gamma’s Wade 26 Charterhouse in Insights Intercity finds its true purpose 27 acquisition trio th News Interview AUGUST Equity-backed Charterhouse Group is ramping up as a major MSP 6 May 2021 Comtec chief on in the channel following a trio of influential acquisitions that put the firm closer Marriott Hotel Grosvenor Square his plans for AI to its £100m revenue target.

and-build campaign which ing Teams. DXP provides fur- SPECIAL REPORT 38 kicked off with the acquisi- ther exposure to the north west The deals strengthen Charter- tion of public sector targeted region and is complementary Business Profile house’s influence in key geogra- NETConnection Systems in to Lloyds IP’s presence. And Lake wades into phies and deepen its Microsoft December 2019 and St Helen’s- the skillset Pentesec brings ARE YOUR new growth phase and security expertise. based Lloyds IP in early 2020. strengthens our cyber securi- TEAMS The acquisitions of Reading- Charterhouse Group CEO ty presence and enables us to CHANNEL based Symity, Digital Exchange Mark Brooks-Wadham (pic- provide an end-to-end Managed 42 Products (DXP) in Leigh and tured) stated: “Through these Security Platform. CHAMPIONS? cyber security consultancy transactions Charterhouse will “The combination of this Comms People Pentesec in Peterborough (a become a significant provider of transaction with previous acqui- This month’s Check Point Elite Partner) also managed IT and business com- sitions will create an organisa- movers and shakers boost group revenues to £60m. munications in the UK. tion of increased breadth and These transactions are the “Symity brings expertise in scale, underpinning future busi- www.channel-champions.com latest in Charterhouse’s buy- Microsoft technologies includ- ness performance and growth.”

ACHIEVE YOUR GOALS WITH 9 www.comms-dealer.com CD Strip_01.18.indd 1 A BPL BUSINESS MEDIA PUBLICATION18/12/2017 11:23 Hello 2021

There’s light at the end of the ...fibre

We’re so excited about 2021. Among our key New Year’s resolutions are expanding the range of full fibre products that partners can sell and enabling even more cities that they can sell in. Wherever you are in the UK’s connectivity market, we’ll be your closest ally.

We also have great expectations for 2021, as the year when we begin to see normality return and as the most exciting year yet for gigabit full fibre, with us continuing to build and share our infrastructure at pace. Now is the time to get cracking and capitalise on the ever- growing opportunity we’ve created.

Acting fast is the CityFibre way Be a part of it in 2021

Contact our wholesale team: 0330 100 3550 cityfibre.com/partner-us INDUSTRY NEWS

EDITOR’S COMMENT DWS valued Jagusz in LAST year was a time for radical thinking and that jolt top chair in mindset continues to drive a more strategic role for ICT resellers. As the impact of at £1 billion at Vaioni Covid-19 remains keenly felt across the nation it is true DIGITAL Wholesale Solutions INDUSTRY veteran Chris (DWS) is to demerge from Jagusz has taken the Chairman Stuart Gilroy that organisations require, more than ever, forward Daisy Group following a part- seat at Vaioni Wholesale as the looking IT and comms partners who have themselves nership with Inflexion which firm strengthens its plan to tre- grasped the chance to reform and act with greater sees the private equity firm ble in size by the end of 2024. purpose on issues such as a revised strategic outlook make a significant minority The Manchester-based net- that focuses on remote working, wellbeing, the wider investment in the business. work and cloud provider’s strat- community, diversity and environmental sustainability. The demerger, which values egy includes a push towards All of these vital issues will continue to be reflected and DWS at £1bn, is the final step in total automation and potential explored in Comms Dealer magazine every month as we separating DWS from the Daisy mergers and acquisition activity. delve into the major issues impacting the channel this year Group. As part of the transac- Jagusz is well known in the and beyond through a people-first lens. We do this not tion, which was signposted on Terry O’Brien industry for his roles in high by pontificating or preaching, but through the thoughts, January 5th, the majority of the growth firms including Azzurri, observations and insights, experiences and strategies shareholders of Daisy Group are petitive market, with custom- Redcentric, Daisy and SSE of inspirational leaders in our industry who truly make reinvesting directly into DWS. ers demanding more from their Enterprise Telecoms. a difference. This month’s magazine is no exception. DWS provides IT, communi- partners, we made a strategic Vaioni Wholesale founder Building on last month’s issue in which we shared cations and cloud products and decision to separate our direct and MD Sachin Vaish stated: insights into how channel trailblazers are ‘pursuing a services on a wholesale basis to and indirect businesses to pro- “Chris is a great fit at exactly higher purpose’, this month we feature the achievements over 6,000 UK partners, from vide a better focus and agility.” the right time in our develop- of Intercity Technology which is also charging ahead with vendors including Vodafone, The transaction follows ment. He is not only a great a purposeful agenda (page 26). On matters concerning O2, BT/EE, Microsoft, TTB DWS’s acquisition of cloud sounding board, we can also the environment and the key role of the channel in driving and Virgin Media Business. services provider Giacom in lean on his experience in busi- e-waste management, we get the inside track from Its services are targeted at November giving it a strong ness growth and M&A.” Agilitas CEO Shaun Lynn on how sustainability priorities resellers serving SMEs in the foothold in the IT reseller and Jagusz added: “The business are emerging as ever more important considerations 10-250 employee range. SaaS space. has a well-funded five-year plan for resellers and end users, and how outsourcing DWS CEO Terry O’Brien, In its last financial year and straight away I knew it was key functions can alleviate the challenge and free who remains in post, said: “It ended July 2020 channel-only something I wanted to be part up resellers to focus more on their greater purpose, was clear that Inflexion shared Giacom generated almost £49m of. I bring a fresh perspective core activities and long-term success (page 32). our excitement about the UK revenues, £6m EBITDA and is to the firm’s strategic thinking, Whatever new challenges and changes we face in 2021 channel community and the on track to hit circa £62m reve- and I can dive into the detail compared to last year, the constant priority that is certain potential for growth as SMEs nue this year. when Sachin and the team think to recur annually for the foreseeable future is the theme increase their investment in dig- Giacom’s Cloud Market that will be useful. of sustainability and acting with purpose, and how that ital technology.” platform provides SaaS solu- “As a priority I’ll help to fits with your organisation’s strategy. Watch this space... Daisy Group founder tions including Microsoft 365 make sure we’re not just work- Matthew Riley continues as and Azure, security and back-up ing on innovative new products Stuart Gilroy, Editor DWS Chairman. He said: “In to over 70,000 end user SMEs and services but that we’re get- a fast moving and highly com- through its partner network. ting them out to the market.” Viegli Voice Pay As You Go Hosted Telephony Built on Unify’s industry leading OpenScape Business S Platform

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NEWS ROUNDUP Lux set to Nicol makes NEWS ROUNDUP GAMMA has sold its fibre A REPORT by the Public network (The Loop) in accelerate Accounts Committee which Manchester to infrastructure raises concerns over whether services firm euNetworks. “As the Government’s gigabit well as adding routes to our expansion way for CEO broadband targets are Manchester metro network, achievable has prompted Zen The Loop provides a more TELCOSWITCH has kicked off COMMSWORLD’S Non-Exec Internet CEO Paul Stobart local presence, the flexibility 2021 with a £4m growth capital Steve Langmead has taken over to call for a more joined to connect more data centres funding deal that signals the the CEO role from Ricky Nicol up approach. “To ensure and buildings and the hosted comms provider’s intent who now operates under the title targets are met and that opportunity for expansion,” to drive expansion via M&A Founder and Vice-Chairman. those without sufficient said euNetworks CEO Brady and organic channel growth. Nicol will remain on the connectivity, particularly in Rafuse. Gamma CEO Andrew The deal is TelcoSwitch’s Board of the Edinburgh-based rural areas, have the speed Taylor added: “The Loop is first external funding round company he set up in 1994. and reliability they require, now ready for its next phase.” which raised £2.5m through Langmead has been a we need greater collaboration BOOST&Co. The remaining Director of Commsworld since between Government and THREE companies have been the broadband industry to £1.5m has been raised via exist- 2018 and his new appointment Steve Langmead selected to roll out full fibre ing long-term investors. initiates an ambitious new include the infrastructure broadband networks on “The investment advances expansion plan across the UK, but last year – the year of Covid players, the carriers and behalf of the Connecting our planned M&A activities, stated the firm. – I became a grandfather. The the service providers. Each Devon and Somerset (CDS) with three acquisitions under- His former roles include time is right for a new leader of these has a role to play programme, backed by way in exclusivity, to broaden Senior Vice President of Atos to drive Commsworld forward, in making this once in a Government funding. Airband, the technology portfolio and in Scotland and Capita’s Chief and Steve is a business leader generation infrastructure Truespeed and Wessex increase the customer base,” Executive for Scotland. with a track record of success.” programme a success.” Internet will be installing stated Russell Lux, TelcoSwitch Langmead said: “Both Ricky full fibre broadband across founder and CEO. and Commsworld are a huge A BPL Business Devon and Somerset to “We’ve worked hard to get to success story and I look for- Publication more than 56,000 rural this point and now have a sup- ward to continuing to work with BPL Limited homes and businesses Highbridge House, 93-96 Oxford Road, portive partner in BOOST&Co Ricky. His entrepreneurial drive Uxbridge, Middlesex, UB8 1LU, United Kingdom over the next four years. to help us drive the business for- will still be at Commsworld in T: 01895 454542 F: 01895 454413 Editor: Stuart Gilroy Subscriptions ward, continue acquiring other his new role.” [email protected] 07712 781 102 Subscription rates for 12 issues: GIGACLEAR’S fibre roll relevant businesses and acceler- Nicol added: “When I first UK, £65; Overseas:£80 (incl p&p) Publisher: Nigel Sergent Back issues can be obtained: out has received a boost ate the growth of our base.” started we were the new kids [email protected] 07712 781 106 UK £6 (incl p&p), Overseas £10 each (incl p&p) For subscriptions please call 01635 588 869 following the opening of Kim Martin, Principal at on the block and had to prove Managing Director: Michael O’Brien Views expressed in this magazine are not new office and warehousing BOOST&Co, added: “Telco- our worth against some formi- [email protected] 01895 454 444 necessarily those of the publishers. No part of this publication may be reproduced without the facilities in Swindon. The Switch is focused on investing dable and much larger competi- Sales Director: Simon Turton express written permission of the publishers. rural broadband provider in growth which will also lead tors. Together with my team we [email protected] 01895 454 603 All trademarks acknowledged. Photographs and aims to reach 500,000 to the creation of new jobs at a achieved this. Production: Frank Voeten artwork submitted for publication accepted only [email protected] on the understanding that the Editor is not liable properties by 2023 and the time when unemployment is on “It is no secret that, as well for their safekeeping. Swindon base will function the rise.” as working hard to establish Circulation 01635 588 869 © 2018 BPL Business Media Limited. as a central distribution a successful business, I have ISSN 1366-5243 Printed by Pensord Limited Got a news story? email: hub. The company is also faced and won my own battle Member of the Audit Bureau of Circulations ABC total average circulation 15,300 [email protected] (Jan-Dec 2019, 12,380 print, 2,920 digital) hiring 120 new recruits. with ill health. Not only that,

4 COMMS DEALER FEBRUARY 2021 www.comms-dealer.com INDUSTRY NEWS

August Equity NEWS ROUNDUP CANDIO has added a Website Optimiser solution to its digital marketing proposition. “It caters to invests in BSL the strong reseller demand for adding additional forms PE FIRM August Equity has of recurring revenue while acquired a controlling stake in providing an opportunity for Wandsworth-based Business end users to optimise their Systems (BSL). web presence and win in a The investment is expect- digital-first world,” said MD ed to catalyse BSL’s expansion Will Morey. Pragma launched plans in new markets in the UK Candio in October 2020 as and internationally. a dedicated resource for Adam Kantor, previous- channel-ready digital services. ly Chief Commercial Officer, steps into the role of Chief A FINANCING deal with Executive Officer and Geoff infrastructure investment Love, former CEO of business fund Basalt Infrastructure messaging firm Commify joins Partners enables wholesale- as Executive Chairman. Adam Kantor only fibre operator Full Fibre Kantor said: “Our legacy of to scale its build capacity and providing compliance and mon- nications (Charterhouse Voice expand its gigabit fibre optic itoring solutions to the world’s & Data) and cloud managed network to the first 100,000 largest financial institutions has services (Air IT). premises in 2021 and at least been the foundation from which Mehul Patel, Partner at 500,000 by 2025. The deal we have built our Workforce August Equity, commented: means Basalt takes a majority Engagement Management and “This platform has an opportu- interest in Full Fibre and will cloud contact centre offerings. nity to expand its customer base provide capital investment “This investment allows us globally while investing more in and additional management to serve our customers better higher growth segments such as expertise. Full Fibre will focus and provides access to addition- CCaaS and its internally devel- its FTTP products on market al expert resources.” oped voice compliance software towns with between 5,000 BSL is August Equity’s management tool.” and 40,000 premises, initially fourth investment in adjacent BSL was founded by Richard in the West Midlands, Central managed services businesses Mill and Stephen Thurston in and South West, that might following investments in cyber 1987 as a call recording provid- otherwise be left behind by (SecureData), unified commu- er in the financial sector. the national FTTP roll out. We put people at the core of Cirrus secures multi-million our network boost in new growth phase Get in touch to see how our award-winning network and FAST-growing contact centre and bring more clients onto the range of services can benefit specialist Cirrus has secured a Cirrus platform.” multi-million pound investment Rahul Satsangi, investor at your customers and help your from BGF along with financing BGF, added: “Cirrus represents business grow. from NatWest Growth Capital. an exciting opportunity to scale The Epsom-based firm has a fast growth software business. seen ongoing growth across “With a large untapped mar- the UK and North America and ket, a strong product offering according to CEO Jason Roos and channel partnerships, we this funding round will ramp up see huge growth potential.” growth and innovation. Kit Maclaren, Director at “We are in a position to cap- NatWest Growth Capital, noted: italise on megatrends in busi- “Cirrus’ technology product ness communication, driven Jason Roos puts it in a great position to by consumer and technologi- capitalise on growth prospects.” cal changes which have been rapid growth and as a result of Got a news story? email: supercharged by Covid-19,” he this funding we’re looking to [email protected] commented. “We’ve witnessed accelerate our sales trajectory For more information head over to www.virtual1.com or call us on 0344 884 0800. For more info on how we can work together To advertise in give us a call on 0344 884 0800. contact The Sales Team on 01895 454411 www.comms-dealer.com COMMS DEALER FEBRUARY 2021 5

Comms Dealer Jan 2021.indd 1 17/12/2020 11:39 INDUSTRY NEWS

NEWS ROUNDUP Call to boost Restore in Babble BELFAST-based Barclay Communications has recycling ticks off scooped a £3m deal with the University of Cambridge, the biggest in its 24 year history. connectivity firm buy shop list The company will deliver over 5,000 mobile connections RESTORE Technology has fol- that will be accessed by all lowed up its November 2020 colleges and departments, acquisition of E-Recycling with and will support users across the addition of Runcorn-based multiple countries as well Computer Disposals (CDL), a as remote learning set ups. provider of IT recycling and MD Britt Megahey said: “We data sanitation services. competed against well known The move is the latest in a industry names to win this string of scale-up acquisitions partnership and that reflects as the firm seeks to become a Matt Parker how Barclay Communications primary IT recycling and asset is at the top of its game.” disposition business with a par- BABBLE’S acquisition of ticular focus on the UK’S IT Ultracomms doubles its contact PORTAONE has pulled in Enzo reseller channel. centre business (called Babble Viscito as MD of its UCaaS Charles Bligh, Chief Exe- Contact) and precedes a string division with a remit to build cutive Officer of parent com- of additional acquisitions to be the softswitch and billing pany Restore plc, commented: done by mid-summer, according vendor’s channel presence. Dominic Norton “With the addition of a new to CEO Matt Parker. Viscito noted that PortaOne’s site in the north west we have “We will continue to acquire engineering focus has made SPITFIRE Network Services UK SMEs and the research increased our scale and created businesses that are making an it a household name in the Sales Director Dominic Norton identified an opportunity for an opportunity to grow organi- impact in the market,” he said. technical and engineering has called on SMEs to allay channel partners to provide cally and with additional acqui- “We have another five acquisi- communities, and that the the risk of potential reputational solutions that could prevent sitions in the future.” tions in the pipeline in the next time is right for him to damage and staff productivity dropouts and lagging for the CDL will be integrated into six months, and we’re on track turn up the volume on the shortfalls by urgently address- 57% of employees with more Restore Technologies during to double our EBITDA run rate company’s billing and service ing the poor quality of broad- than three devices connected to 2021 with key management to £20m by November 2021.” provisioning solutions. “I band connectivity used by many their home broadband. and over 80 members of staff The deal is the first since grasped the opportunity to home workers. “We were unsurprised to dis- remaining in the business. Graphite Capital invested in fully introduce PortaOne According to a survey by the cover that more than one in The services provided by Babble at the end of 2020, valu- to the UK channel,” he company more than a quarter of four employees are facing con- the merged businesses include ing the business at £90m. said. “This is a young, agile home working SME employees nectivity challenges whilst they secure data destruction, IT recy- Ultracomms CEO Derwyn company that has been face regular connectivity issues work from home,” commented cling, on-site IT destruction, Jones commented: “A progres- flying under the radar in this and just 4% have a dedicated Norton. “My message to busi- server and data centre relocation sive and ambitious business region.” Viscito’s previous Internet connection for work nesses would be to act now and and IT asset management. such as Babble has the capabil- roles include leadership stints related purposes. consider the damage that may ities to provide our customers Got a news story? email: at Inclarity Communications The Internet and telecoms be being caused to both produc- with the technology and exper- [email protected] and Nice Systems. provider surveyed over 1,000 tivity and reputation.” tise they require.”

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© 2021 Caterpillar. All Rights Reserved. CAT, CATERPILLAR, LET’S DO THE WORK, their respective logos, “Caterpillar Yellow”, the “Power Edge” and Cat “Modern Hex” trade dress as well as corporate and product identity used herein, are trademarks of Caterpillar and may not be used without permission. www.cat.com / www.caterpillar.com Contact our B2B team to find out more Bullitt Mobile Ltd is a licensee of Caterpillar Inc. All other trademarks, trade names, product names and logos are the property of their respective owners. Any rights not expressly granted herein are reserved. 01782 565 555 I [email protected] I eurostarglobal.co.uk INDUSTRY NEWS Medway set Taurus hailed as top for full fibre Wildix partner in UK

ICT resellers operating in the EXETER-based Taurus Clearer use are fundamental to the suc- Medway towns of Gillingham, Communication has been cess of UCaaS. It’s about the Rochester, Rainham, Strood and named the UK’s most success- value you deliver.” Chatham will be able to offer ful Wildix partner and the sixth UK Senior Channel Manager customers FTTP within two best in the world just two years Ian Rowan added: “The UK is years following a £40m invest- after signing up with the web- now Wildix’s fastest growing ment from CityFibre. based PBX supplier, which now territory in Europe. We now The project, set to be fin- has resellers in 135 countries have 100 partners and recruited ished by 2023, will bring super- across the planet. 40 in the last year. fast broadband speeds to the The announcement was Richard Whybra “The UK channel is under- area, which CityFibre claims made at Wildix’s 2021 virtual standing the flexibility and will boost business productivity UC&C Summit which, accord- who buys into UCaaS will want functionality of a WebRTC tele- and deliver millions in econom- Michael Holland ing to the international compa- to use sub-par headsets, cam- phony platform and the sales ic benefit for the region. ny, was viewed by 1,500 chan- eras or microphones. People solutions that can be added into This will be welcome news business will no doubt boom nel players. understand that the tools they the Wildix ecosystem.” for businesses in the area hit in Medway and beyond on the Wildix bills itself as a market hard by the Covid-19 crisis. back of the FTTP roll out.” disrupter and Taurus Technical PURE Cloud CEO A report prepared by the Aideen Sadler, CityFibre’s Director Richard Whybra and Darren Lake Kent & Medway Economic City Manager for Medway, MD Jonathan Sawyer admit it and MD Jamie Partnership states that over added: “With our construction took some time to decide to sign Lake have set the course of 2020, Medway’s partners at Lanes Infrastructure, up as a partner. their sights on economy shrank by 11-14% we will do everything possible “We first saw the product in the Matterhorn with unemployment rising rap- to minimise disruption as we 2017 but were reticent because summit and are in idly to around 36,000. begin to roll out this technol- the solution is so different to training to reach Michael Holland, MD of ogy, which will future-proof anything we have marketed and the 14,692ft peak 5G Communications, which Medway and lay the founda- sold before,” said Whybra. in September acquired Medway-based Diam- tions for its digital transforma- “We now sell Wildix as a in aid of Help ond Communications last Sep- tion, while enabling vital eco- fully managed cloud platform Us Help Others (HUHO), a community-based charity that provides tember, told Comms Dealer. nomic recovery.” inclusive of lines, calls and sup- help and support to those in need. The father and son team aim “The investment CityFibre is Transforming Medway is port for a fixed monthly fee. We to raise £30,000. Darren Lake, who set up HUHO five years ago, said: “I’ve always wanted to climb the Matterhorn but life always making in the Medway region part of CityFibre’s Gigabit City have had a lot of traction with got in the way. I’ve now hit my early 50s and it’s now or never. is good news for local people Investment Programme which multisite solutions in the 200 to This won’t be easy, but then nothing worth doing ever is!” aims to convert eight million and good news for our business. 800 user space.” Jamie added: “This is an opportunity to raise a significant “Full fibre will create more premises to full fibre. Wildix CEO Steve Osler amount of money to help those most in need.” Family friend Neil demand for joined up commu- commented: “UCaaS is grow- Got a news story? email: Hammerton will join the duo on the climb. If you would like to nications. In two years time this ing 30% year over year, just in [email protected] donate please visit the team’s Just Giving page. (See page 38) pandemic will be behind us and terms of software. And no one

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NEC_NS_Rock Solid adv 245x340mm.indd 2 22-01-21 14:40 INDUSTRY NEWS

Study shows areas IT Centric NEWS ROUNDUP GEOGRAPHIC expansion, targeted new service propositions and greater supply chain automation have combined of channel growth by Fraser to boost Agilitas’s turnover to more than £14m with THREE primary areas of busi- SOCONNECT’S acquisition EBITDA earnings of £3.829m. ness opportunity have been pin- of Edinburgh-based IT Centric The 21.8% year-on- pointed by a survey of senior boosts staff numbers to 38 and year growth was in decision makers in 100 channel adds 80 small businesses to its part underpinned by organisations – their focus rest- customer base (now totalling the introduction of six ing on helping businesses to 500) as it targets £5m revenues new service offerings become more agile, boosting by March 2022. The company and expansion of the the customer experience and is supported by a nationwide company’s Nottingham- driving efficiencies. network of over 200 engineers. based international logistics The study, conducted by BT The self-funded deal builds hub which now supports and Cisco, also found that over on SoConnect’s 2019 bolt- over 67 countries. Shaun 96% of channel partners have Gavin Jones Chintan Patel on acquisition of Netopa and Lynn, CEO, commented: witnessed customers taking a according to CEO Campbell “Our aim is to ensure this more strategic and longer term “The research indicates a The survey pointed to the Fraser future transactions could growth remains consistent. approach to their digital invest- desire and need to handle com- benefits of remote working be on the cards. To achieve this we need to ments following the impact of plex technology via third parties experienced by channel com- “We are in a position of invest in the right people, Covid-19 on working patterns. which presents a huge oppor- panies, with 90% reporting that financial strength with around technologies, processes and Almost as many respondents tunity for channel growth and, their productivity is the same or 80% of our contracted revenue facilities.” (see page 32) believe that businesses are pri- more broadly, bodes well for the higher than in the office. Nearly being recurring,” he stated. oritising digital transformation technology sector in Britain.” half believe that a new hybrid “This acquisition strengthens DIVERSITY and inclusion plans for the foreseeable future. Cisco UK CTO Chintan working model will prevail, our cloud, cyber security and initiatives rolled out by Over two-thirds of those Patel commented: “As the pan- while 15% predict a predomi- hosted services. And we are bet- Exertis will better enable questioned noted increased demic persists it’s clear that nantly virtual working model. ter placed to support UK-wide the company to respond demand for network bandwidth channel partners and their cus- “A blend of old world and SMEs’ remote workforces in the to the experiences and from customers, while more tomers are looking to transform new world is where we’d like wake of Covid-19.” requirements of a broad than 60% saw greater demand their emergency digital respons- to get to, taking the best of IT Centric was founded in spectrum of customers, for collaboration tools. es for the long-term. both situations into the future,” 2004 by Gordon Sayers who according to Global Chief Gavin Jones, Channel Sales “CPs highlighted cost sav- observed Justin Coombes, joins the SoConnect board Digital and Marketing Officer Director, BT’s Wholesale Unit, ings through automation, enh- Marketing Director, Gamma. alongside former IT Centric Vishal Chhatralia. “We must said: “We’re seeing a shift in anced agility, flexibility and “New benefits such as Non-Exec Director David Ellis. continue to build a diverse the way channel partners and increased security as key stra- expanded talent pools and more organisation which matches their customers are considering tegic benefits. As a result, the flexible working conditions the diversity of the customers a long-term strategic approach benefits and returns on these leading to higher productivity and partners we serve,” he to digital investments, including technology investments can be are just some of the advantages, said. “Where we have more permanent changes in working viewed as a dividend, giving so all businesses need to engage diversity we have better and practices for distributed teams UK businesses a return over the with the positive outcomes of more non-linear ideas and of people. years to follow.” hybrid working.” Campbell Fraser innovation driving growth.”

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1373-UST2020-Ad-Campaign-Design-US-Sizes-Gravy.indd 1 18/12/2020 15:31:58 INDUSTRY NEWS Remodelled Apalo set Stone unveils for UCaaS tech support campaign e-waste app UCAAS provider Apalo has THE launch of Stone Group’s kicked off a channel recruitment e-waste recycling app reflects campaign following a six month growing demand from organi- beta test of its mobile-first plat- sations for a more sustainable form with certain partners and approach to IT hardware pur- their business customers. chasing and disposal, according The platform enables part- to Director Tim Westbrook. ners to resell services or own- “This is an area that should Pete Gilbert brand the FMC solution. “Our not be overlooked and one Tim Westbrook team is now ready to onboard where fast and widespread CROWDSOURCING is set economy approach with a num- and work alongside 50 to 60 change is crucial, as 53.6 mil- easier and more cost-effective, to transform the market for ber of service providers includ- new channel partners,” said lion metric tonnes of global enabling businesses to arrange in-home and business services ing TalkTalk. CEO Philippe Matos. e-waste was generated just last for the collection of their redun- carried out by technicians over In the Netherlands, where “For one monthly service fee year alone,” he said. dant IT equipment, receive the next five years, claims the model was initially piloted partners will be able to offer Research by Stone indicates rebates and have a tree planted Roamler Tech UK Commercial and launched in 2016, the com- their customers an all-in-one a strong appetite for ways to on their behalf. Director Pete Gilbert. pany serves top national brands UC solution accessed via a sin- responsibly manage e-waste “All items are then taken to He advocates a business including KPN. gle management portal.” and technology procurement via our dedicated IT asset disposal model that leverages a crowd of “Since the start of the pan- The multi-tenanted UCaaS ‘green’ methods – nearly 60% facility where they are secure- on-demand certified indepen- demic telco companies saw a platform combines mobile, of the businesses questioned ly recycled or refurbished,” he dent technicians based across strong increase in demand for telephony, collaboration tools, purchase refurbished hardware added. “Excessive resources or the country. Tasks are allocat- Internet and online services national and international calls and over 30% use an IT asset investment aren’t always need- ed via a mobile app following while facing a much lower and data packages, with full disposal service. ed to make sustainable change. a match with crowd members availability of their own fixed SBC and management for traf- However, one in five respon- “The e-waste recycling app based on skill sets, certifica- workforce,” added Gilbert. fic monitoring and fraud pre- dents said they still send their is designed to be quick and easy tions, experience and location. “Largely driven by Covid- vention, plus a choice of hand- old IT to landfill and 31% cite for organisations to use while “Professionals can accept 19, sickness and absenteeism sets, pointed out Matos. the cost of investment in sus- helping to significantly reduce tasks according to their avail- rates spiked at 25%, leading to tainability plans as a barrier. their carbon footprint.” ability, perform on-site visits a backlog of on-site visits per- Westbrook noted that Got a news story? email: and submit related information formed by technicians. the Stone 360 e-waste app is [email protected] and photos for a quality check “This crowd-supported designed to make recycling performed by a team of review- approach allows businesses to ers,” explained Gilbert. be fully flexible in responding He aims to replicate the scale to the needs of the market, both and growth of the company’s in terms of footprint and vol- Openreach to boost European crowdsourcing model ume, while cutting overheads Philippe Matos in the UK and is piloting its gig and fixed costs.” job seeker diversity

AT LEAST 20% of new roles by women. “Gender inclusive BCN pockets Xicon Cloud at Openreach this year will be adverts could be vital to bring- filled by female candidates as ing more women into a range of BEECH Tree-backed BCN the company seeks to address sectors,” said Dr Chris Begeny, Group has bolstered its cloud a gender imbalance based on a who is a Research Fellow in play with the acquisition of revised approach to recruitment. Gender and Organisational Psy- Warrington-based Xicon Cloud The move follows research chology based at the University for an undisclosed sum, its third that found the wording of job of Exeter. acquisition in 18 months (fol- adverts could deter women “All too often the rhetoric of lowing the purchases of Leeds- from applying for positions. improving women’s experienc- based Blue Logic in 2019 and The study also deduced that es in male dominated sectors Simon Kelf Runcorn business Polymorph in job adverts without gender bias emphasises the idea that women February 2020). nect into and use the NHS’s Simon Heyes, who is the increased womens’ interest in need to lean in and overcome The Xicon Cloud deal adds Health and Social Care Netw- CEO of Xicon Cloud, added: engineering jobs by over 200%. their own ‘internal barriers’.” clout to Manchester-based BCN ork (HSCN). “This opportunity will allow Gendered phraseology, act- Openreach HR Director Group’s public sector strategy, BCN Group CEO Simon both organisations and our cus- ive versus passive construction Kevin Brady added: “This bringing particular expertise Kelf commented: “The acquisi- tomers to benefit from the joint and skill set descriptors were research is important in helping in the public sector healthcare tion strengthens our cloud prod- capabilities of a larger team and highlighted as pivotal in the way us to develop ways to redress market, being accredited to con- uct and service offering.” wider product portfolios.” advertisements are perceived the balance.”

THURSDAY 6th MAY 2021 Marriott Grosvenor Square, London www.channel-champions.com 14 COMMS DEALER FEBRUARY 2021 www.comms-dealer.com Build Your Connected Cloud on Successful businesses depend on connectivity!

Many businesses have had to switch to a remote workforce to RUSSELL HORTON overcome the challenges over the last few months, which means CEO they have had to become even more agile to support increased flexibility and remain competitive. With the rapid acceleration of digital transformation, channel partners have had to change and adjust their offering in order to meet the needs of their customers. Many organisations have had to re-evaluate their connectivity Continuing on an upward trajectory, FluidOne has and pivot towards multi-cloud and multi-connected infrastructures announced an investment in Cyber Security Associates to support their business both now and in the future. Without Ltd (CSA) to add dedicated cyber security to further connectivity, there is no Cloud, so it was a natural step for leading enhance its already attractive Connected Cloud connectivity aggregator, FluidOne, to support channel partners by Solutions offering. FluidOne’s CEO Russell Horton notes providing true Connected Cloud Solutions for them to add to their that “combining these services with the connectivity that existing toolset and help them mobilise their customers’ workforces to FluidOne is best known for allows us to work with operate more productively and efficiently, no matter where they are. partners to help them digitally transform their IT and communications offering, enabling their customers to be FluidOne excels at providing high-quality data connectivity services, agile and focus on their core business. We aim to provide including Unified Communications, Mobile and IoT to a loyal partner partners with the tools they need to create multi-cloud base. As a Connected Cloud Solutions provider, it boasts a range of and multi-connected environments for their customers routes to market with Channel and Strategic Partners delivering that are secure and simple to use.” More investments and services via its award-winning national fibre network, Platform One. acquisitions are on the horizon for FluidOne, as it Focused on a vision to become the best quality Connected Cloud continues to seek out high-quality businesses with Solutions provider to UK channel partners, FluidOne’s strategy to complementary skills to add to the growing group of scale up over the coming years has seen the company undertake a companies, presenting the opportunity to build and series of strategic acquisitions and investments. expand alongside them.

With an expert team and a robust product offering, FluidOne is confident they are able to find a solution for any issue a partner may face. And, if they can’t, you can be sure they will work to swiftly bring a solution onboard to support you. Forever innovating and pushing the boundaries, FluidOne has ambitious plans to continue to deliver its top-quality Connected Cloud Solutions to its growing partner base.

Build Your Business To find out more call 0207 099 8982 on FluidOne or visit the website Fluidone.com INDUSTRY NEWS On hand for New unit Time ripe to powered mental help by energy grab cellular

MANCHESTER-based Incom- CNS is set to help customers save on their energy bills fol- lowing a link up with Fidelity opportunity Energy. The comms provider has set up a dedicated energy THE Covid-19 pandemic has division that provides audits and put a spotlight on remote work- managed services with access to ing and undeniably highlight- 17 energy suppliers. ed the gulf between good and www.mentalhealthassociates.co.uk It has a particular focus on bad connectivity, a gulf that is making green energy products not unbridgeable, emphasised PEOPLE working in the ICT “We hope the ICT industry available to large and small Cloudcell MD Kevin Boyle channel community who suffer will get behind the charity as businesses, minimising their who says poor connectivity is from poor mental health now launching during the pandem- bills and carbon footprint. for channel partners to remedy. have access to a first response ic has been challenging, par- “We have been offering a With a significant opportu- ‘listening post’ website (www. ticularly with fundraising. The managed service for business nity for resellers to grasp, it’s mentalhealthassociates.co.uk) development of the website and comm, streamlining bills and a chance to modernise archaic launched by Mental Health the support of Comms Dealer passing on savings to our cus- and inappropriate connections Kevin Boyle Associates (MHA). has been a great help.” tomers for more than three to homes and offices, believes The organisation was found- Comms Dealer Editorial decades,” stated Incom-CNS Boyle, whose upgrade mission and offers great opportunities to ed by Peter Orr and comprises Director Nigel Sergent added: Group Sales Director Grant is advancing at pace. resellers of all shapes and sizes a group of trustees dedicated to “Comms Dealer is delighted Counsell. “We have extended “Despite a tough 12 months to secure revenues from new alleviating the negative effects to have aided Mental Health this service to utilities.” we’ve managed to grow our and existing customers.” on mental health of the corona- Associates in getting the web- Fidelity Energy MD John reseller base by over 150% and Boyle said his focus this year virus pandemic and other stress site up and running. Haw said: “Our focus will be expand the company by 19% will be on consolidating prog- points, urging all those affected “Sometimes a friendly per- on creating real value to Incom- year-on-year,” he said. ress made in 2020 and maintain- to not suffer in silence. son to talk to is all that’s needed. CNS’ customers and delivering “We are seeing increased ing momentum in developing “It was important to have the Someone who can empathise an efficient energy solution to demand for wireless solutions reseller partnerships in channel website up and running so we with the issues you are facing, save money and the planet.” deployed in residential settings with cellular solutions from the could reach the broad range of someone who knows our indus- as well as for business conti- company’s connectivity plat- individuals and companies that try well and can talk things nuity, due largely to the drastic form called Cloudcell EQ. MHA can help,” said Orr. through with you calmly and acceleration of remote working. Boyle reaffirmed that the “We can now showcase our pragmatically and put you on “We expect this trend to potential use of 5G could ‘dra- vision and the work we are the path to better mental health.” continue into 2021 as remote matically’ improve connectivity doing. We will also use the site Mental Health Associates is working becomes a dominant and to support partners during to promote our mental health aiming to raise £50,000 to train theme and the need for reli- the pandemic Cloudcell has Grant Counsell awareness programme. 50 Associates. (See page 19) able high-speed, low-latency launched a revised set of com- Internet access becomes perma- mercials for Q1. nently essential.” As part of its expanding Cloudcell’s cellular tech- reseller programme the compa- Connexin expands network nology and engineering exper- ny will also launch a market- tise have combined to provide ing initiative later in the year IOT and Smart City opera- powered networks across multi- solutions and tools that help and hold educational webinars, tor Connexin is to expand its ple use cases. overcome the most challenging provide technical training and IoT network nationwide, pro- “Connexin is committed to connectivity issues presented by dedicated sales support to help viding carrier grade roaming changing the status quo in a Covid-19, pointed out Boyle. partners leverage the EQ plat- LoRaWAN connectivity and previously stagnant smart city “Wireless broadband solu- form to full advantage. infrastructure to customers and IoT market.” tions have many potential uses In other strategic develop- across the UK. Donna Moore, CEO and and can boost connectivity, ments Cloudcell will roll out a Connexin raised £80m in Chairwoman of the LoRa providing a more reliable and 5G roadmap that encompass- funding in September and cur- Alliance, added: “This is a sig- well rounded end user experi- es the assessment of available rently has regional LoRaWAN Furqan Alamgir nificant achievement for IoT ence,” he stated. “Cellular and technology, location testing and networks in place in East and that will open up a tremendous SDWAN as a connectivity solu- commercial models. South Yorkshire. viduals from entrepreneurs and business opportunity and deliv- tion is a viable alternative to “We will help our partners Furqan Alamgir, founder innovation centres to the utility, er new service offerings.” standard forms of connectivity. to navigate the applications of and CEO, said: “Regionally, we private and public sectors. “Cellular is about much 5G and its potential to boost Got a news story? email: have seen our network used by “These results have demon- more than simply back-up. It connectivity to devices in many [email protected] a variety of sectors and indi- strated the effectiveness of low is an entire solution in itself more locations,” added Boyle.

16 COMMS DEALER FEBRUARY 2021 www.comms-dealer.com ADVERTORIAL

Future Proof Your Communications

3CX’s latest release cements the company’s transition from phone system to full-blown omnichannel communications platform. CTO & founder Nick Galea tells us what’s in store for 3CX this year.

2020 was the year no one planned for. Yet, in spite of the disruption, 3CX was able to find its silver lining. “We’ve always been an agile organization,” says CTO Nick Galea, another. As a result, customer connect with customers. With new “and this year forced us to practice experiences remain clunky and live chat features, night modes, and what we preach. Like thousands of frustrating, reminiscent of a game of enhanced Webmeeting scheduling businesses around the world, our pass-the-parcel. included in the lineup, there’s a lot team shifted to remote working to like, but 3CX knows customer virtually overnight. But for us, this “Customers want a single point of service relies on more than just the was an opportunity. The world’s contact for their query,” says Nick. channels at your fingertips. biggest remote working experiment “They don’t want to start a highlighted the power of 3CX to conversation on chat, be told to call To deliver exceptional CX, efficiency connect colleagues and co-workers, a contact centre, and then have to is key. Agents need the tools to no matter what’s happening re-explain their issue to a new resolve customer inquiries outside. We’ve seen a glimpse of agent. It’s simply a waste of time. effectively, whilst simultaneously what the future of communications For businesses, this is make or being free of admin tasks that take looks like and by living through it, break. Solve a customer query in away from what matters most- our team has created the most one interaction and only 1% of customer interaction. V18 addresses ambitious roadmap in 3CX’s customers go to a competitor. Solve this by introducing a bundled Help history.” it in two interactions and this figure Desk solution to support the shoots up to 15%. When it comes efficient handling of customer 3CX’s Vision Employee-customer to contact centres, the fewer queries. If you follow 3CX, you’ll know that touchpoints the better.” the product is growing. “Customers connections are very much at the “Helpdesk solutions for small and are no longer satisfied with calling 3CX has designed its omnichannel medium-sized organizations are alone, they need multiple ways to core of what we do. Our aim is to communications solution with this expensive, time-consuming, and connect,” Nick explains. “Our in mind. With it, users can limited in terms of functionality”, system has evolved to mirror these allow internal teams to work more seamlessly transition from one Nick explained, “We knew a consumer trends, giving our partners efficiently and as a result, make channel to another, and continue solution within the product would the full suite of communications speaking with the same agent. offer our customers something tools needed to compete in the customers happier. Opened a chat but decided it’s better. With version 18 users no digital age. Forget having separate easier to talk an issue through on longer need a separate helpdesk Nick Galea systems for each hannel, 3CX does the phone? No problem! Elevate to solution, saving them additional it all.” a call at the press of a button. training, admin, and cost. internal and external efficiently and as a result, make Started a call but now need to Whatsmore, the solution will be “All” is not an understatement. For communications. customers happier.” share a document on your screen? 100% supported by 3CX, so they’ll one affordable, annual fee, 3CX Simple, switch to an instant web have complete peace of mind.” users unlock live chat, Facebook We asked Nick to describe the Customer Driven meeting. Gone are the days of messaging integration, business vision for 3CX going forward: Omnichannel is a word that’s often working in silos, with 3CX you Try 3CX for Free SMS, and HD video conferencing. All “Where our competitors are still thrown around in the UC world, but connect your way. Why wait for version 18? 3CX’s alongside the award-winning very much focused on connecting few providers have got to grips with Standard Edition includes live chat, business phone system with which co-workers, 3CX goes one step the power of synergized What’s Next at 3CX? web conferencing, SMS integration, 3CX made its name. There are no further. Employee-customer communication. Whilst leading 3CX is known for innovation and and it’s completely free for the first hidden fees, no add-ons, and no connections are very much at the vendors do offer multiple V18 promises to be no different. The year. Create your free trial license per-user pricing. Just reliable, tried core of what we do. Our aim is to communications channels, few have upcoming release focuses on giving and discover what 3CX could do for and tested tools that simplify allow internal teams to work more made sure they speak to one businesses even more ways to your portfolio, firsthand. n Sign up to become a 3CX Partner today and unlock the benefits of 3CX. www.3cx.com/partners/apply/ [email protected]

www.comms-dealer.com COMMS DEALER FEBRUARY 2021 17 BUSINESS PROFILE A man with community on his mind

Few can claim to read the comms market as well as former Financial Times journalist and Gigabit Networks CEO Dan Ilett whose back story features a number of notable career posts and achievements – all based on the premise of building a solid community.

his story is of a man delivery. He has advised wholly in touch with IBM, Google, LinkedIn, the market in which Microsoft, Samsung, Cisco he operates. Ilett is and others on brand Tequally clear on his vision, positioning, go-to-market ambition and strategy as strategy and performance. he turns the UK’s full fibre Ilett also led digital banking roll out to Gigabit’s and its and insurance product customers’ advantage, in transformation for Virgin particular seeking to elevate Money and Thomas Cook. the Midlands as a digital He is a founding member hub. Every region needs a of Coindesk.com (a Bitcoin supportive full fibre provider and Blockchain website) and and community assets such Greenbang.com (a cleantech as Leicester-based Gigabit research company). “I Networks and its partner went into start-up, worked CityFibre are a godsend to in digital publishing and businesses and residents, consulting and ran digital believes Ilett. “I am from transformation in a number the Midlands,” he said. “It’s of FTSEs and left Thomas an incredible area for talent Cook last year to build new and ideas with a significant Dan Ilett businesses,” he explained. industrious history. We’d like to see it become one “I built several global of the best areas for digital I love journalism, writing and the idea communities with audiences innovation in the UK. Our of millions of people proposition is full fibre that you can create interesting, valuable from nothing – just using for enterprise, SMEs and words and Wordpress. I SoHos. We want to help communities that people can connect to. love journalism, writing the Midlands to get faster and the idea that you can because it’s been massively Gigabit is an extension of that create interesting, valuable underserved for too long. communities that people We currently work exclusively a long time to get fibre at address a greater swathe of businesses faster, along with can connect to. Gigabit is an with CityFibre because it a decent price compared to bandwidth-lite areas in the more rural areas. We have extension of that because we is aligned with what we some other countries. We’ll east Midlands region. Skyline additional big milestones see the Midlands business are trying to achieve. be looking at next generation delivers last mile wireless on the roadmap and we’ll arena as a community. It capabilities for rich Internet Internet connectivity via radio stage our investment just doesn’t identify with “If we didn’t have legacy use, networks and work. and 4/5G networks. The firm rounds accordingly.” itself that much – yet.” infrastructure the UK would We’re interested to see what also provides UCaaS, VoIP be flying right now. Instead, the communities we serve and security solutions to Experience counts Gigabit Networks was the monoliths are trying can do with these tools.” SMEs. “Most people in the That Ilett’s grasp of the formed last year by Ilett to sweat their assets and Midlands haven’t realised marketplace and the tasks and David Yates. Ilett had are scared of cannibalising To advance its mission the potential speeds and in hand is impressive not long departed from lucrative revenue streams. Gigabit Networks wasted technology that are available should come as no surprise Thomas Cook and Yates’ 4 We have to face up to the no time in making its first to them,” commented when you consider his Ocean’s Ventures provided fact that it’s time to go fully acquisition, snapping up Ilett. “Gigabit and Skyline past experience of leading some of the initial seed digital and forget about old Haverhill-based Skyline will change that. We can teams in global brand capital to get the business commercial models. It’s taken Wireless last November to now make central city marketing and digital product going. “The initial strategy

18 COMMS DEALER FEBRUARY 2021 www.comms-dealer.com WELLBEING MATTERS A man with community on his mind MHA urges people with mental health was to launch an ultrafast fibre Internet service for Just a minute prosumers and gamers, but with Dan Ilett... once we spoke with CityFibre Role model: Nelson about its City Champions Mandela for his patience, issues to seek help programme we realised forgiveness and a heart that that targeting businesses in showed the world the true the Midlands would be a meaning of compassion. ental Health better way to grow a solid What talent do you wish you Associates is now base,” commented Ilett. had? Being a doctor would fully operational “We launched the business be an incredible journey. as the only right at the start of the What do you fear most? Mcharity working exclusively first Covid-19 lockdown, Going to the Post Office. in the ICT industry to help so our sales and marketing Best piece of advice you people in need of mental plans basically went out the have been given? People health support. This month window overnight and we take you on your own we quizzed founder Peter Orr had to pivot into a more estimation. Don’t waste on how he and the charity’s digital marketing strategy. time doubting yourself. trustees and associates can If you weren’t in the ICT help anyone that may be Peter Orr “We’ve done well and industry what would you be struggling with issues of gained some great clients doing? Digital media and stress, anxiety and self-worth. helped individuals by What if somebody and a few big logos. We communications – helping to simply talking to them. struggling wants help from approached NHS trusts connect people and ideas. Have you helped outside our industry? and care homes fairly early Your main strength and what anyone at this stage? Why is MHA so important? We fully understand we in the Covid pandemic could you work on? I can tell We certainly have. Our The pandemic has given are a first response service, and that has helped us a story. I’m creative and like first few months have everyone challenges and and some people may wish to build fast. I’m a starter, considerably. We are good seen the charity support some people cope better to get more specific help. but I really have to focus at digital marketing and 15 people in our industry. than others. It must be Our website has useful on finishing things properly PR but we need to engage with complete perfection. We are also supporting especially hard for those sites and contact numbers more with CIOs, IT directors companies with mental individuals who are to help people that don’t One example of something and general influencers in health awareness workshops. furloughed and are worried want to speak to us. you have overcome: My son the Midlands. Part of this is was diagnosed with type 1 about their future. around redefining industry diabetes aged 2.5 years old. How do the Does the charity language, it’s way too That was like being hit by workshops help? Are some companies need support? jargony for concepts that a train. I stopped business The workshops promote neglecting their staff? Yes, we do. In this crisis aren’t always that tough and travel and promised to be mental health awareness in Most companies in our money is tight and every can easily exclude people. more of a hands-on dad. the workforce particularly in industry have been brilliant charity is struggling, but I don’t think that’s right.” What could you not live the ICT industry. We want to at keeping staff engaged if every ICT company without? The TV, noise encourage the early detection and motivated during donated just £100 we Through a journalistic lens cancelling headphones, of poor mental health and to the pandemic, but others would be able to do so he sees clearly the writing on Deliveroo and running shoes. enable people to talk to each have not been so good. much more. Any donations the wall for VARs wanting How would you like to other about their worries and Some people on furlough would be much valued. to secure their future by be remembered? As anxieties. We also signpost have told me that no one building a community. “As living the dream. local and national support. from their company has Do you need more helpers? with any good company Lesson learnt: To trust You can book a workshop contacted them during the Our aim is to have 100 you need to define what myself more and ensure I via our website - www. latest lockdown. Not once. Associates trained and ready makes you stand out and get the right help to grow mentalhealthassociates.co.uk. That is very sad to hear. to help, so that when the stick by your promises,” he and get things done. Covid restrictions are lifted, added. “To use a marketing Name three ideal dinner What does being a What can people do local Associates are available phrase, VARs must create a guests: I have seen very little ‘first response service’ to make sure people to meet face-to-face with whitespace for their brand of my close friends during the actually mean? don’t drift into mental individuals and companies. so they have a story to tell. past year, so three of them. We are primarily a listening health problems? For more information Never just chase the money Tell us something about post, a confidential It’s important that all team please visit www. – but work with people you yourself we don’t know: I service outside the members speak to each mentalhealthassociates.co.uk. like on something you love. studied Japanese at Sheffield work environment. Our other. Not always about If you need help urgently Enable people to do what University for four years. signposting and listening work - sport, weather, call 03301 244 338. they want and help them on Top tip for resellers: Great service, manned by people politics, anything. And don’t To donate please visit https:// their path all you can. It all message + relationships + with industry knowledge be frightened to simply uk.gofundme.com/f/mental- comes around.” n service = good feedback. and understanding, has ask how they are doing. health-associates n

THURSDAY 6th MAY 2021 Marriott Grosvenor Square, London www.channel-champions.com www.comms-dealer.com COMMS DEALER FEBRUARY 2021 19 INDUSTRY VIEWPOINT The future of voice

flowing data streamlines the BT Enterprise Voice and sales process, for instance, automatically setting calendar Collaboration Director reminders and entries or locating specific product Georgina Williams on fact sheets based on what’s said during a prospect call. coronavirus, the channel and Other examples include more the future of communications. intelligent IVR routing. This could be through NLP or integrating intelligence from other applications into IVR he Covid-19 wasn’t entirely unplanned. in order to advise the system pandemic has The switch-off of the UK’s why a customer might be accelerated the PSTN network in 2025 calling so that they can be adoption of remote meant many were already more efficiently routed to Tcollaboration tools; and in considering a move to all-IP the most suitable person. Georgina Williams the midst of another national and the benefits of voice and lockdown the lessons collaboration capabilities – Looking ahead, integration learnt from last year mean including calling, messaging, off, for instance, they may simply what they’re saying, can go much deeper into businesses are set to look and meeting. The fact is, not be aware that some but how they’re saying it) – a office environments too. It’s to the future and take a coronavirus forced it to exchanges will stop receiving powerful tool, if sales teams already relatively common more strategic approach to happen much sooner than support before 2025. CPs are working in isolation. This for meeting rooms to have communications technology expected and it’s here need to convince businesses capability can be further their own email addresses to – particularly the integration where channel partners to start thinking about advantageous by helping simplify their booking process of voice and collaboration stepped up to the plate migration sooner rather organisations to monitor the but, when setting up physical tools into the workplace. This to provide streamlined than later. CPs should also wellbeing of employees. meetings, if the number of is an important step with the access to connectivity, explain that the benefits of people attending suddenly shift to all-IP in full swing voice and collaboration hosted collaboration tools Human factor exceeds the maximum and the PSTN switch-off just solution portfolios, as well go far beyond just voice The lockdown has forced number of seats, the system around the corner. Yet the as the support required and video communications many to work from home could automatically find channel has a big role to for new users to drive the alone. Integrating these into which has its benefits, but a bigger room or turn play in educating businesses most value from them. an organisation’s everyday it also takes away a lot the meeting virtual. so they understand the business operations and of human contact. That wider benefits such a Staggered approach applications can unlock new alongside the uniqueness All of the aforementioned move can bring, while The work isn’t over yet. insights and opportunities. of the situation means benefits speak for themselves, making it easier for them As we await the impact employee mental health but they may not be self- to adopt the products of the vaccines some Voice technology is constantly has been brought more evident. A greater level of and services required. companies who have fixed evolving. Now we’re seeing into focus. With some level awareness and education line communications in the full adoption of VoIP of remote working likely from CPs will be required. Coronavirus also dramatically place at offices may feel which has powered a to become permanent for With most people working changed the nature of that once we are back, in revolution in IT-based voice many, collaborative tools remotely since the spring business communications. whatever capacity, they still communications and services. that measure sentiment of 2020 the situation has In the sudden explosion of have a working solution Crucially, this allows it to can help to monitor highlighted the importance remote working that occurred that doesn’t yet need to be analysed in new ways. employee wellbeing. of a resilient, cloud-based during the first lockdown, be replaced. Similarly, for communications platform. there was a huge pressure larger firms relying on a Businesses can search call Apart from the flexibility It’s become increasingly on the IP Exchange to handle complex PBX there could recordings for specific words and productivity gains from clear that any strategy will the shift from voice calls to be a higher cost to extract or phrases for example, having all comms in a single need to integrate voice and video conferencing. Once and upgrade – which the automation of which application, other benefits collaboration solutions, things began to settle, the could well be the deciding will instantly speed up and can be derived from the supported by the transition focus moved to collaboration factor at a time when fiscal improve the delivery of more many standard integrations to an all-IP infrastructure. solutions with organisations responsibility is likely at personalised and effective that come out-of-the-box. CPs have an essential looking to cloud technology the top of the agenda. customer communications; For example, integration with part to play in helping to allow employees to while AI-powered real- CRM allows users to offer customers understand work from home. The key to overcoming such time analysis will allow simple click-to-call integration what a migration to that challenges is education. companies to better gauge or view all of the previous environment will mean to For a lot of businesses, While many businesses will customer experience through interactions with a contact their business, and what’s this digital transformation be aware of the switch- measuring sentiment (not easily in one place. Free required to achieve it. n

THURSDAY 6th MAY 2021 Marriott Grosvenor Square, London www.channel-champions.com 20 COMMS DEALER FEBRUARY 2021 www.comms-dealer.com Telecoms and IP Engineering Solutions for Business since 1988

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ADVERTORIAL

VanillaIP herald Webex inclusion as Flexibility & Profitability for Resellers

London based UK Cloud Communications leader VanillaIP, known already for a broad portfolio of best-in-class applications, delivered, and managed with in its unique service platform Uboss, proudly launched a suite of fully API integrated Cisco Webex services which the communications giant has just integrated with the Broadsoft voice platform it acquired in 2017.

peaking about this latest addition to the VanillaIP reseller portfolio, Sales and Marketing Director Iain Whilst we have an MS Teams direct SSinnott said, ‘This is a perfectly timed addition for us as whilst we have an MS Teams direct routing solution, we routing solution, we wanted a true voice, wanted a true voice, meeting and team collaboration proposition that meeting and team collaboration proposition represented a fairer revenue and profit share opportunity for our Iain Sinnott, Sales and Marketing Director resellers. The market transformation that has taken place in the last 11 months will challenge many ‘Real-time, on-demand deployment and fear of change has slowed the delighted with both the service set suppliers but for those of us who is part of the new requirement market on its journey to this point, and the automation of deployment have championed workplace emerging from the 2020 shakeup. but the leap has been forced onto and I think it will be a big product flexibility alongside application base The fact that a user can go onto the UK businesses and they have now for us in 2021.’ productivity optimization, the newly open minds of the Small and Mid-Market buyers is a refreshing advance’. Real-time, on-demand The Webex products suite itself is a combination of: l Webex Softphone deployment is part of the new l Webex Spaces – Softphone + Team collaboration and chat requirement emerging from l Webex 25 – Webex Spaces with an additional open meeting room l Webex 1000 – adds meeting “On Demand” which is great for the 2020 shakeup room capacity up to 1000 client self-service whether participants and brings in provisioning 1 or 1,000. Once the Dave Dadds, CEO recording, transcription and client downloads the required remote desktop control Device(s) type desktop, mobile or tablet (all three can be used at same portal at 11pm, deploy the service, seen the benefits firsthand, which Product specialist and senior time!), Uboss does the rest including bring up the soft clients and start means there is no going back. engineer Ed Thrussell commented, adding call credit limits so Resellers making calls or having meetings is ‘this represents the culmination of can allow services to be created by great, the fact that Uboss ensures Early adopter and education market six-months close work with Cisco as their customers, whether that’s for the reseller achieves a zero-touch specialist Richard Clarke of part of their early field-testing panel. an existing user or a brand-new user, billing event is critical. Ten years ago, Leverstock, who attended the Virtual It has been a great experience via the customer portal, without any we started assembling the Uboss Launch on Tuesday 19th Jan 2021, working with their team and using commercial concerns. development team because we was full of praise. ‘As a reseller I the shared knowledge. We have used believed this era of multi-vender, need to keep the back office the powerful API sets that Uboss, Dave Dadds, CEO and one of the multi-product, application-based administration costs to a minimum Broadsoft and Cisco Hub offer, driving forces behind VanillaIP key solution suites would dominate so we can support our schools well meaning the Webex Apps are truly differentiator Uboss added, business communications. Apathy and still create profit and value. I am

e: [email protected] t: 0800 970 0971 w: www.vanillaip.com

www.comms-dealer.com COMMS DEALER FEBRUARY 2021 23 BUSINESS INTERVIEW New Horizons for Wade

Gamma’s appointment of Chris Wade as Chief Marketing and Product Officer underlines the company’s ambition to extend its portfolio beyond traditional telecoms and its operating boundaries beyond the UK.

ade’s background business, just as much as is in IT software. SMEs are the lifeblood of the Just a minute with He was economy. The way Gamma Chris Wade... previously Chief connects these two elements Role model: I wouldn’t WProduct Officer at financial really interests me and say that I have one role software developer Aptitude attracted me to this position. model. I admire many of Software and before that Moreover, the company’s the people I’ve worked spent 15 years at Sage, strong position in the UK with and learned from over rising to the post of Vice market and its ambitious the years. However, I also admire entrepreneurs such President of Products. In both plans in the UK and Europe as Elon Musk for their ability roles he was responsible were key factors in my to recognise the potential for product evolution and decision to take on the role.” of a market and exploit it. marketing strategy which Chris Wade Tell us something about he believes stands him in Wade holds a Masters degree yourself we don’t know: For in physics which he gained good stead to help fulfil Communication is the the creation of my Master’s Gamma’s aspirations in at Oxford, so one must thesis I had the opportunity the software arena. question why he took the lifeblood of any business to hold a quarter of a million road into software product pounds worth of diamonds. “Gamma has outstanding development rather than aspects of our business,” by Covid-19, but is confident Your main strength and what foundations and expertise science or engineering? stated Wade. “I am looking there will be opportunities could you work on? The in telco, but I am excited “I always felt that staying forward to continuing too and promised a range two are related: Although to evolve our software and in science or engineering to support our channel of new products and I work very well with SaaS capability,” he said. “I might have meant becoming partner programme and to updates. “Remote working people, regardless of their hope to bring more software more and more of an expert consolidate the relationships will continue impacting our background or skills, I can be centricity to the company, in something fewer and with our partners. business and the UC market a little too direct at times. especially as this can create fewer people seemed to be for many years to come,” What’s the best piece of more opportunities than interested in,” he explained. Thought leadership he said. “Although mass advice you have been given? hardware alone used to. “In software development, “In the following years vaccination is in sight many ‘Be a ten’ rather than beaten. Our UCaaS proposition is and product management in we will focus on elevating businesses will continue Meaning you should always strive to be the best version interesting and I’m excited particular, you have to plan Gamma’s profile in the working remotely or will of yourself irrespective of the to see how it evolves in the for the long-term while, at market. We will continue adopt a hybrid working situation you find yourself in. coming years. We have great the same time, executing to position ourselves as environment. This opens a lot How do you start your ambitions to position this in the short-term. This thought leaders and to raise of questions and challenges working day? I usually start offering in the European appealed to the ‘thinking’ awareness of our vision and for all industries that will my day by going for a run. market to continue helping and ‘doing’ sides of me.” mission. This will also benefit have to adapt. UCaaS will businesses to be more our channel partners who play a key role during this If you weren’t in the ICT industry what would you modern, efficient, and agile – Past colleagues refer to Wade will be able to show they are shift. Moreover, with the be doing? I find ICT truly especially at times like these as an analytical leader who backed by a credible expert ISDN switch off in 2025 fascinating. I think it’s a where those aspects are can take strategic commercial in UCaaS. Ultimately, UCaaS we will also see a spike in privilege to act as ‘translator’ more important than ever.” intent and translate it into will play a key role in the SIP and VoIP adoption. between technologists and practical action plans, market. We are focusing on businesses, who sometimes So, what attracted him to which should resonate this transition to a UCaaS- “2021 will be an exciting don’t seem to understand the position at Gamma? He with Gamma’s loyal reseller centric strategy in order to year for Gamma and we each other. Nonetheless, says it was all down to the community keen to maximise have the processes, products look forward to sharing more If I had to choose another company’s market position, on market demands for ‘as a and capabilities necessary to information about our plans, career, I might have enjoyed expertise and growth plans. service’ solutions. “Gamma meet the requirements of our which will see a new contact staying in academia. “In today’s digital world, has a strong reputation customers and partners.” centre proposition, a WLR How do you relax? I enjoy connecting people is critical,” among channel partners and replacement, a reinvigorated spending time with my kids, he added. “Communication our commitment to them is Wade is realistic about the mobile offering, and updates being outside as much as possible and running. is the lifeblood of any one of the key differentiating challenges ahead presented to Horizon Collaborate.” n

24 COMMS DEALER FEBRUARY 2021 www.comms-dealer.com ADVERTORIAL

New Challenges in 2021 for UCaaS Providers

After last year’ problems, many people are hoping for a brighter 2021. Enzo Viscito has recently started a new role as Managing Director UCaaS at PortaOne, which he describes as one of the best kept secrets in the industry despite being deployed for over 400 telcos worldwide.

s this a case of the poacher generation and streamline costs. 1 Lifetime licences to enable turning gamekeeper, as he was greater long-term margins for Ipreviously MD of UCaaS provider What are the options? their partners. Inclarity? It certainly puts him in a In light of this turmoil, what should 2 Access to API and source code, relatively unique position to owners be considering? enabling easy integrations and comment on the state of the market, l Stay where they are and face enabling partners to build their and the challenges, new and old, potential death by a thousand own total solution through facing the market. cuts, as the challenges mount bespoke integrations. Especially and erosion takes place. This helpful if they want to target Whilst he believes people should be could potentially reduce the specific verticals. optimistic about the future, he also value in the business – a risk if 3 A unique integration using says they need to move forward they want to sell up in the mobile phones as full-featured carefully as the market has been future. extensions of a hosted PBX transformed. l Look to build their own environment, enabling resellers solution around open-source to increase their ARPU. An increasingly platforms such as Asterisk, 4 Fully integrated billing and challenging marketplace FreeSwitch or API-centred service provision through a The pandemic continues to impact CPaaS (Communication single portal. This eliminates both individuals and companies. It Platform as a Service) providers billing and integration issues Enzo Viscito has also triggered significant such as Twilio – but this takes and avoids the cost of having a changes to the telecoms market. It Changing business models: compete with these global giants time and skilled resources. Not separate billing platform. feels like three years’ change was Many suppliers are changing their and their ability to reach straight to just to set it up but also to 5 Fully managed hosting in crammed into about six months! go-to-market models, which is the end customer? maintain and continually PortaOne’s datacentres (around impacting resellers as some enhance it. the world, including the UK) Video calls: The use of Teams, suppliers start to go direct. A perfect storm? l Consider seeking out a new reduces the investment to get Zoom and other products rose l Avaya’s UCaaS model is to take As someone who has stood in their provider. But how do they operational as no servers or massively as people switched to customers directly and switch shoes, Enzo feels that this adds to ensure they are not jumping other infrastructure is required. home working. Daily usage of Teams resellers to an agency model. the challenges owners of resellers straight from the frying pan rose almost 400% globally between l Cisco has already announced have always faced: billing and into the fire? Enzo feels that PortaOne ticks all March and October 2020. In the UK, direct calling, after spending integrating third-party applications the boxes in terms of the feature Zoom daily users went from 160,000 time and effort encouraging and products to add new features. Enzo feels that the balance has set that customers expect, and has in March to 1.6m in November. The BroadSoft licence customers to They are now being faced with the tilted too much in favour of the created a simple and transparent necessity of using these solutions switch to a SaaS model. perfect storm of these old problems, suppliers. Originally, in the early pricing to give resellers confidence has led to people re-evaluating the l Microsoft completed their plus the potential erosion of their days of UCaaS, suppliers took a about the costs. “We are 100% communication tools they use in acquisition of Metaswitch, end-customer relationships and go-to-market approach that worked committed to the channel,” says their organisations. which will make people wonder changes to their cost models. And for both parties. But as the market Enzo. In fact, he is confident about their future plans. then how do they differentiate their is maturing, they are now looking enough to issue a challenge: Market exits: Last year brought l Both 8x8 and RingCentral are offering when many others are increasingly to grab a larger slice of Anyone that has a platform with about the end of Panasonic in the selling directly, via their using the same platform? the pie. 1,000 seats or more, then he can PBX market, where it had been a websites. save them money and increase their mainstay for large numbers of small l Salesforce acquired Slack to Customer requirements are also Is there an alternative? margins. organisations and had provided a help it offer an alternative. expanding: first it was a phone For Enzo feels that PortaOne’s good revenue stream for its resellers. system and then a system with alternative is a return to that This is the year when resellers, after Add to this the recent rumours Throw in Google Voice and Amazon collaboration – now, they want a original approach adopted by the challenges of last year, need to circulating about ScanSource Connect and it adds up to “productivity tool” that integrates suppliers in those early days. Their look closely at their business model Europe’s future and it is clear we are significant challenges for resellers. with CRM systems and automates approach is based on five key to evaluate its sustainability and entering unsettled waters. So how does a UCaaS reseller workflows to improve revenue pillars: consider if there is an alternative. n

Contact Enzo Viscito today › [email protected] › +44 207 048 2089

www.comms-dealer.com COMMS DEALER FEBRUARY 2021 25 BUSINESS INTERVIEW Find your true purpose

Organisations with true vision are investing in the development of a broader purpose beyond boosting the bottom line, including quality of life, culture and communities, according to Charlie Blakemore, Group Managing Director at Intercity Technology.

t is true that the emphasis the years to ensure it remains topics like how to celebrate of many businesses is socially and environmentally our gender diversity and moving towards people responsible, from a local managing a work-life centricity, diversity, schools programme to its balance, as well as how to Isustainability and care for Women in Tech Networking encourage more women into the environment, rather than Group. “These are well the industry, and importantly, double down on making developed and built to deliver how we can improve our a handsome profit at all value for our colleagues working environment and costs. The chief reason for and our local community,” culture. These themes matters such as sustainability added Blakemore. “But most are all part of Intercity’s rising up the corporate importantly, our initiatives development strategy.” agenda stems as much have allowed us to stay from Covid-19 as other engaged and connected Blakemore bevies that purposeful priorities. “The during these challenging strategic visions such as his pandemic has put a new and unprecedented times. must underpin the future perspective into everybody’s of all organisations and key lives, on a personal and a Ongoing endeavour to success is measuring the professional level,” stated “You can never rest on your effectiveness of all initiatives. Blakemore. “It has reset the laurels and we continually “You’ll fail to understand strategic outlook of many seek to create a better the true value they bring to companies by highlighting working environment for your organisation if you don’t the importance of their colleagues. The same outlook measure their success,” he people and the value they applies for our community. added. “We often carry out bring to an organisation. As a We often take time out internal surveys to hear what result, we’re seeing more and as a team to help those our colleagues think about more business leaders pose in need as we appreciate the company and the areas the question: ‘Is what we’re the added value it brings we could look to improve. trying to achieve still relevant to the wider community in today’s rapidly changing and demonstrates our “Our values are more business landscape?’. understanding of the local important now than they external environment. Caring have ever been. As a family- “However, it’s not always for our customers, each run business, it’s been hugely what you do that matters other and the communities rewarding to come through – it’s how you do it. The we work in is in our DNA this challenging period. But Charlie Blakemore pandemic has reinforced and will always remain one we’ve done this by doing this tenet in what has been of Intercity’s core values.” the right thing. Helping our an extremely challenging It’s not always what you do colleagues, looking after our and prolonged period for Intercity Technology’s bias customers and continuing businesses, where teams in favour of advancing a that matters, it’s how you do it to invest our time in the and individuals working ‘higher purpose’ agenda community – and not by remotely have had to rely includes working with local we work closely with social available across our industry,” prioritising short-term gains. on each other more than schools to raise awareness enterprise Ahead Partnership explained Blakemore. That’s the key, and I’d ever to get the job done.” of careers in ICT among to support schools across encourage other businesses young people. “As part of the Midlands, where our “We also established the to do the same to ensure a Intercity Technology has our longer-term objective business is headquartered, Women in Tech Networking successful and sustainable implemented a number of to develop a pool of young to educate students on Group at Intercity in January business model is developed initiatives and processes over talent in the tech industry the range of opportunities 2020. The Group discusses for the longer-term.” n

THURSDAY 6th MAY 2021 Marriott Grosvenor Square, London www.channel-champions.com 26 COMMS DEALER FEBRUARY 2021 www.comms-dealer.com BUSINESS PROFILE Intelligent strategies

Comtec Enterprises CEO Nick Claxson has displayed the courage of his convictions as he seeks to steal a march on rivals with the launch of an AI-focused software division.

laxson’s drive to Comtec is a Deloitte Fast 50/ help businesses Fast 500 company and in Just a minute with realise their goals 2007 it was designated a Nick Claxson... prompted him to Growing Business Magazine Role model: Warren Buffett. Cestablish IT solutions provider Young Gun. A year later He has a great outlook on Comtec in 1994, when he Claxson was an Entrepreneur life, has good viewpoints, was a teenager. The business of the Year finalist for the yet isn’t outlandish. went Limited in 1999 and Innovation and Growth What talent do you wish you continued to grow rapidly. Forum. In terms of revenue, had? To time travel. There “IT was blowing up like Comtec is expected to are so many things I’d like to never before and I soon generate between £5million go back to and experience found myself with a career to £10 million this financial all over again, and a few in the heart of a blossoming year, though Claxson is things I think I could have done better with hindsight. industry,” he said. “We built confident he has the people, data centres to support our proposition and customers Tell us something about customers, bought lorries in place to see revenues yourself we don’t know: to help them move and set approach £15 million over I’m an identical twin. up. We went with our gut the short-to mid-term. To Nick Claxson Best piece of advice you have and what was needed at help drive growth Comtec been given? Don’t try and the time, which served us has more than doubled its reinvent the wheel. Before you start, ask yourself why well. In recent years, thanks headcount from 25 to 60, AI and the insights it can offer you’re trying to change to the introduction of the with more hires planned. something so much? If it’s cloud, we’ve streamlined “In three-five years time I are going to be huge round and it rolls, let it roll. our focus exclusively on would like to see Comtec as Who do you admire tech, particularly AI, and are a strong contender in the UK features heavily in Claxson’s to strength and will be most in the channel: I’m currently in the throes of tech arena,” noted Claxson. thinking, which is shaped vital in the coming years. fascinated by Softcat, another period of growth.” “I have no doubt that we by past experiences. “We “We’re so invested in the an inspiring company. will make this happen if we have, over the years, won potential of AI that we’ve If you weren’t in the ICT Becoming an APC Elite continue to focus on our some incredible projects that created a separate software industry what would you be Partner in 2002 was the people and customers. I wish we’d recognised the division with the sole task doing? I’d work in wellbeing first big turning point for value of at the time,” he of pushing us into this area – coaching, things like that. Comtec. This paved the “Our priorities will always said. “The Shard is one such for the future,” he said. Name three ideal dinner way for more milestones, be our people, be they example. We did several “AI and the insights it can guests: Steve Jobs, Bill Gates including the build of its own customers or staff. The successful projects together, offer are going to be huge. and Mark Zuckerberg. UK-based network and data wellbeing of the Comtec but at the time we were very Our biggest opportunity Two traditional tech centre in 2006, and strategic family is at the front of much concentrating on one is to use AI to offer our heads and one new age repositioning to focus on the my mind, this year more thing, doing it, and moving customers insights into their social media man. hybrid cloud marketplace than ever. We have a Head on to the next big contract. tech, how efficiently they’re Your biggest achievement? in 2019. “Our focus on the of Wellbeing on hand to In hindsight, we should using it, visibility of their Being recognised by my peers hybrid cloud marketplace ensure staff are happy, have stopped, considered data centre – you name it. is always hugely affirming. has been the biggest change can manage their pressure our next move, and tried to It may be a new technology Your main strength and what to Comtec in recent years,” and aren’t feeling isolated create ongoing partnerships but at the end of the day it could you work on? My explained Claxson. “We’ve while working remotely. with the clients.” comes back to simply adding strengths are tenacity and seen acceptance in the People are the building value. Delivering added persistence. My weakness market that there needs to blocks of any successful AI potential value means a sharp rise is that sometimes I bite off be a physical/cloud hybrid, endeavour, so it’s vital to Claxson’s approach to in customer satisfaction, a more than I can chew. we’ve seen the ecosystem make sure they’re happy.” relationships feeds into his stronger business offering How do you relax? Working become more rounded, and championing of the business and an ace up your sleeve on my 1979 MG Midget. we’ve tailored our business Taking a longer term view potential of AI, which he that sets you apart from No tech, purely cogs and oil. to meet those needs.” of client relationships also says is growing from strength the competition.” n It switches my brain off.

THURSDAY 6th MAY 2021 Marriott Grosvenor Square, London www.channel-champions.com www.comms-dealer.com COMMS DEALER FEBRUARY 2021 27 Workforce management – offering choice to recruit and retain contact centre agents

Contact centres need to keep hold of good staff by offering flexible working schedules. Resellers can help businesses achieve this with NICE’s market-leading WFM software.

he pandemic and 35 years-old. Along changed the way with the growth of the gig most of us work economy of flexible freelance Tforever. Just as and contract-based work, Resellers can look at resellers’ staff will be largely the competition to recruit working from home, the and retain agents is higher. how WFM can benefit same will be true of contact So even before COVID, centre agents who have contact centres needed to their customers and also moved to their kitchen offer flexibility as agents tables and spare rooms. were choosing jobs based on their agents to balance This represents a huge their work-life balance and opportunity for contact moving to a new employer the challenges of home centre resellers as UK if they did not get what they businesses grapple with the wanted.” working and home new normal that is as far as you can get from buzzing, A recent study by Earnest schooling. large offices full of contact found 40% of employees centre agents wearing would trade in a 10% Sue Bolt headsets. of their salary for more flexibility in their schedules. Work-life balance But how do you manage employee preference with ability to prioritise their complicated scheduling task. Some businesses were schedule flexibility and meet business demands to create preference type, so a long It uses a propriety algorithm already beginning to address a business’s daily needs? a win-win scenario for all. lunch break may be more to compare an agent’s the needs of the personnel important to them than ranked preferences against coming up in the rails. Win-win scenario When life was a little simpler, having a Saturday night off, a generated schedule. More Millennials and generation WFM is good place to start NICE’s WFM software or they would be willing to senior or the most loyal Z were the new kids on the and NICE continues to lead enabled agents to select be available for a busier shift employees can be rewarded block, and they wanted in this area. They have their own days off, their so they can attend an online with the shifts they want flexibility, even before been named as a leader own hours and their own exercise class. If agents can as part of this process. The lockdown became a reality. in the Gartner Workforce lunch breaks in line with the work a schedule that fits process is very simple while Engagement Management business needs to enable as closely as possible to giving agents a voice in the Sue Bolt, Director of (WEM) Magic Quadrant contact centre supervisors to their ideal working hours, schedule. Workforce Optimisation report four years in a row. fill the group-wide schedule, then they will be happier Solutions for EMEA at NICE The artificial intelligence and including less popular shifts members of staff. Availability Points Ltd, said: “Contact centre machine learning capabilities and public holidays. Another way to meet both staff still tend to be quite of NICE WFM makes it easier NICE WFM takes the agent and business needs is young, usually between 25 to balance the desire for Agents were offered the complexity out of this to employ the use of NICE

28 COMMS DEALER FEBRUARY 2021 www.comms-dealer.com ADVERTORIAL

Workforce management – offering choice to recruit and retain contact centre agents

WFM’s Availability Points. benefit their customers and eight-hour shifts, WFM can 25 to 50-mile radius of your Byron said: “Resellers will These gamify scheduling their agents to balance the accommodate these needs place of work. Supervisors need to react to market whereby agents make challenges of home working too.” can put out national adverts need by helping contact compromises with their and home schooling. to draw from a wider pool centre customers or availability in exchange for Fortunately, NICE was ready “When the pandemic is of talent. If you can offer prospects move with the the time they would like off. with the right product finally over, how many your agents more choice, it times by offering solutions before home working agents will head back to the will help with recruitment like ours that can be Now let us consider working began.” office or stay at home or will and retention, so you get integrated with any contact through a pandemic…. they be allowed to choose the best talent.” centre platform. In return, Availability of agents may Micro-shifts and when they come in? The we can give resellers our full have opened up with less choice issue of ‘choice’ will be huge NICE Enterprise’s UK&I support; they do not have to time spent travelling to work Since the first lockdown in for the next two years. Channel Manager John be experts overnight.” whereas working parents March 2020, Bolt has also may need more flexibility seen a move towards “micro Staff recruitment and during the day to help home shifts”. retention school their children. “This will affect how To enquire about She added: “Agents are businesses keep hold of staff becoming a NICE Bolt said: “Agents have available for shorter bursts too. Whereas everyone was gone from a busy contact of time; for as little as half too scared to leave their jobs Enterprise partner, please centre environment to being an hour to up to three at the start of the pandemic, contact John Byron at on their own. Resellers hours. Rather than trying to people are now moving on. [email protected]. can look at how WFM can pack agents into traditional You no longer have live in a

www.comms-dealer.com COMMS DEALER FEBRUARY 2021 29 SPECIAL FEATURE Setting out a resilient strategy for 2021

This month’s panel of experts discuss how they are factoring in the lessons learned during the first Covid-19 lockdown, and they share insights and advice that will enable all organisations to navigate 2021 with greater operational resilience and confidence.

e can see an mobility, flexibility and at every single way you strong partnerships with upturn coming productivity in the normal can build more recurring organisations that can as Covid-19 working day will return to revenue. A simple way of deliver both the connectivity vaccines offer be major drivers of change doing this is everything services and the support Whope of a return to a new within all businesses.” as a service, this brings that will enable them to version of normal this year, security to your business.” meet the needs of their and the role of the comms He says that resellers also end user customers.” sector in helping to deliver need to consider their future But the biggest lesson business and economic and which portfolio will Morrisey has learnt in recent Wilson also noted that the recovery cannot be over deliver it, saying: “Is this a months is the role and pandemic has seen many stated, believes Iain Sinnott, long-term play? In which importance of engagement. more IT-focused businesses Sales Director, VanillaIP. case you need a portfolio “Creating an environment moving in this direction. “There is so much we can that you, your team and that supports communication “More than ever, resellers do to deliver productivity in potential investors can truly Chris Morrisey and wellbeing is essential need a clear and definitive the emerging landscape – as believe in. Is it a build to to how engaged your business plan and direction an industry we hold the key sell? In which case it may be Director, Lily, who has been employees are and was the – a clear focus – one that’s to the pace of recovery,” he prudent to ensure your base helping SME clients with key to our success when attuned to the needs of stated. “If we work hard, is consuming products that mobile to office 365, voice adapting to working from modern and progressive advise well and deliver a buyer can easily integrate. to video and everything in home,” he added. “If you businesses,” he advised. professionally we will look between. “We’ve had to apply the same amount of “They need to identify clear back from 2025 with pride.” “We need to inform them continue to adopt our digital effort to your people and target markets, prioritise about all the options. If we transformation methodology culture as you do when the strategy they develop to To achieve favourable want to stay relevant, we ourselves, bringing in new in an office, then you can build business in these target hindsight resellers need to need to bring options they solutions to support our still have a highly engaged, markets and be willing to accept that the old telecoms had not considered. If we see clients such as hardware highly operational team that invest in measurable activity world has gone, believes ourselves as trusted advisors, as a service and Microsoft delivers even better results.” to achieve their goals.” Sinnott. “While the features then we must be prepared to Teams,” said Morrisey. of the telephone system advise. If you are not part of “Digital transformation Lockdowns have also According to Matt Dykes, do and will remain part of the decision making process means adopting new emphasised how important COO at Abzorb, the last year the service mix there are there may be less need technologies and changing it is to be positive, proactive has also taught everyone other drivers and options for you to be part of the with your environment. and agile – and to keep that life can change in an that customers will focus supply chain. Furthermore, looking ahead while being instant. “Never before have on,” he added. “Currently, resellers need to remove the “The rise of video consistent in terms of we been exposed to such it is virtual meetings leading concept of ‘the end of the conferencing software that strategy and direction, extremities as this,” he said. the conversation, but CX, sales process’. Our portfolio bridges the gap between IT believes Andrew Wilson, “So it is important to be is evolving daily and as a and telco leads to a much Head of Wholesale, CityFibre. result the service we deliver bigger conversation with “The biggest impact of the to customers should be truly prospective customers. pandemic for businesses has fluid. We are the customers’ However, that doesn’t mean been to accelerate trends technology partner, not a you will automatically win towards home working, shop to be visited when both. Resellers still need to mobility and the cloud,” a contract runs out.” continue to differentiate he observed. “Having and show how they can great connectivity has The pandemic has driven a add value to their client’s become more important huge demand for businesses business. Collaboration is as a consequence of that to adapt quickly and embrace the new normal and if you acceleration. Strategically, new systems, affirmed haven’t embraced it, you connectivity will be critical Iain Sinnott Chris Morrisey, Managing really need too. Also, look for resellers to form Andrew Wilson

THURSDAY 6th MAY 2021 Marriott Grosvenor Square, London www.channel-champions.com 30 COMMS DEALER FEBRUARY 2021 www.comms-dealer.com SPECIAL FEATURE Setting out a resilient strategy for 2021 ®

flexible, accept change, be reviewing and being willing to learn and evolve proactive. “This stood us to improve. During the in good stead but needs pandemic everyone has continuous rigorous become tech savvy. Resellers management,” he added. “A now need to sell solutions lot of projects have been and not individual products. fast and short-term. We need to help our teams “They need to talk to their deliver for clients a transition customers about what from tactical to strategic. challenges and issues they face and how technology “This leads to a greater need can solve them and help for advice and guidance and deliver their objectives, consulting. Hence our push Phil Race save money and achieve towards Adept Consulting. a return on investment. We also need to ensure that “There’s a need to make Many companies will be we have the right systems to these mega-themes relevant reducing real estate therefore power the business through for your audience as they remote working solutions Project Fusion, our system are all seeing the world in are a huge opportunity. strategy that allows work different ways. We deal But there is competition, to be managed effectively, with lawyers, construction so resellers need to be one customers to be understood companies, schools and the step ahead of the curve.” better and information NHS. Each of their worlds is about our performance to very different. We may have Adept Technology Group be quickly obtained.” the same ingredients but CEO Phil Race says his they want different meals!” Europe’s Biggest first priority is to motivate Adept’s focus has also the company’s people. swung onto its approach According to Race, Adept “The stop-start nature of to what Race calls ‘mega- is increasingly becoming CCaaS Solution lockdowns, the challenges of themes’. “Technology is so a restaurant, not a home schooling and home crucial that there is a need supermarket. “We have the working from kitchens and to provide highly resilient various ingredients and can bedrooms, and the dark solutions, with clear managed sell these at a price such as rainy days against a backdrop back up for rapid recovery, M&S,” he explained. “But of energy sapping news in a secure environment, the competitive threat of Flexible Working will challenge motivation in a frictionless manner Lidl and Aldi – in our case at the best of times,” he supporting an organisation’s Microsoft and Amazon – said. “As an executive team need for awesome customer means that selling ingredients we need to cajole, lead, engagement,” he said. is a journey to decreasing inspire and enthuse.” “These mega-themes lead margins. We need to be Rick to opportunities for tech Stein or Gordon Ramsay, Quality Assurance During the first lockdown such as cloud, security, creating solutions, blending Adept focused on over- UCaaS, data connectivity elements and delivering an Tools communicating with and contact centre. impeccable experience. investors, staff, partners and customers. “This is going “In this way we can protect to be ever more important margins and engender loyalty. as we tackle Lockdown We must also remember that Secure Payments 3.0, a pretty rubbish a bad review travels fast, sequel! A lack of information just like a restaurant review creates a void that can on TripAdvisor. So getting be filled with frustration feedback and acting on it or fear,” added Race. fast is the same challenge for resellers as restaurants. In He also noted that Adept this world we need to keep PCI-DSS Compliant focused on executing trying, innovate in a relevant flawlessly during Lockdown way and execute flawlessly. 1.0, assiduously defining If this doesn’t work then fail Matt Dykes projects, agreeing plans, fast and try again.” n 01344 852 350 To advertise in www.contentguru.com contact The Sales Team on 01895 454411 www.comms-dealer.com COMMS DEALER FEBRUARY 2021 31 NEWS INTERVIEW Agilitas CEO sets sights on three-year £50m target

Most UK businesses have had a rough ride over the past 12 months but with a record year under his belt Agilitas IT Solutions CEO Shaun Lynn has put a bright spotlight on the growing requirements for Inventory- as-a-Service propositions and end-to-end outsource solutions.

rom top to bottom OEMs, system integrators, the UK channel is VARs, distributors, service coming under greater providers, telco and owner examination as managed businesses. The Fsustainability and Covid-19 current headcount stands determining factors continue at 140 with approximately to hold sway. This has 45 new hires since July clearly affected the calibre 2020. Lynn expects to add of many VARs to effectively 20 more by mid-2021 with tackle new demands as job opportunities created revised business models via organic growth, building and environmental priorities on the £90 million worth come to prominence. Yet of total contract value business leaders like to secured in 2020. Lynn hopes keep things simple, so no to continue organically wonder Agilitas notched up growing the business at a record year in 2020. That’s 25-30 per cent year-on-year. not all: Every component is there to ensure Lynn In its last financial year achieves his three year plan Shaun Lynn to March 2020 Agilitas to hit £50 million revenues registered £14 million following a transformational revenue and £4 million SBO last November. Completing a secondary buyout that EBITDA. For March 2021 Lynn is forecasting over The secondary buyout provided an 8.5 times money return to our £20 million revenue and was supported by Perwyn £8 million EBITDA – and which provides firepower to investors during a global pandemic highlights targeting £30 million-plus accelerate the outsources revenue for March 2022 that Agilitas can complete for the resilience and relevance of the business based on a contracted order partners, as well as opening book with between £11 up M&A opportunities. has since expanded its is consistently delivered sector when he undertook million and 12 million-plus “Completing a secondary proposition to adjacent to the expected SLA.” the IBM graduate scheme. So EBITDA. “Our three year buyout that provided an 8.5 markets including telco. it is fitting that he joined plan is to organically grow times money return to our “We are seeing a huge Strong pedigree IBM specialist CPI in 2010 from £20 million services investors during a global appetite for our Inventory- Agilitas started life in July following a strategic review revenue to £50 million, pandemic highlights the as-a-Service proposition 1990 as CPI (Computer Parts aimed at relaunching the and to further establish the resilience and relevance of with the likes of Maintel, International) which was business as a channel-only business internationally with the business,” stated Lynn. Telent, Daisy and Allvotec largely an IBM midrange services provider selling the potential for bolt-on “All of that needs great leveraging our service,” broker. Acal invested in the annuity support contracts. acquisitions to turbo charge people to be able to pull stated Lynn. “Logistics and early 2000s with a view to Fast forward to 2014 and an our journey,” stated Lynn. off, but more than that to inventory management create a services business MBO was completed which keep a smile on your face is in Agilitas’ DNA and that would provide parts allowed the firm to focus on Currently, 80 per cent of and enjoy going to work.” for that reason it makes availability (largely reactive investing for growth rather Agilitas’s business originates no difference to us if we sales) for the IT marketplace than being a non-strategic from the UK market with Originally servicing the were managing IT, voice or based on CPI’s experience division of a large plc. the remaining 20 per cent IT channel (Cisco is now washing machine parts as the of distribution and specialist apportioned to Europe and Agilitas’s number one same outcome is required – manufacturing. Lynn first Agilitas now supports over the rest of the world. To supported estate) Agilitas ensuring the part in question became exposed to the IT 500 customers ranging from facilitate its expansion

THURSDAY 6th MAY 2021 Marriott Grosvenor Square, London www.channel-champions.com 32 COMMS DEALER FEBRUARY 2021 www.comms-dealer.com NEWS INTERVIEW Agilitas CEO sets sights on three-year £50m target

plans Agilitas is increasing felt, and he says a lack of while increasing service growing on technology the levels of automation long-term planning among performance,” said Lynn. hardware vendors to Just a minute with between its systems and business and Government reduce their carbon Shaun Lynn... those of customers. “This has leaders will be damaging. “Clients have realised that footprint by extending the Role model: My colleague enabled us to process many “Companies are too supply chains are difficult life of hardware refresh Ricky Chadwick: He spent more service requests and reliant on schemes such as to manage. If something programmes, and this three months in hospital deliver hyper-scale projects,” furlough,” he explained. is not the core skill of a needs to be managed by on a ventilator last year he added. “Therefore “Leaders are not looking at business, meaning a sub- businesses like Agilitas, says with Covid and has taken making software-enabled key data points and leading scale performance in those Lynn. “Agilitas extends the everything in his stride, Agilitas much more KPIs. Once public sector areas both commercially life of hardware with support demonstrating such a positive attitude and returning to intrinsic to our customers’ demand diminishes, once and operationally, why do options that include the normal life, inspiring us all. business. Furthermore, our the private sector has resized it? It makes strategic sense maintenance, repair and vendor agnostic approach post-furlough and new to outsource to someone training of legacy systems, What do you fear most? Needles, snakes, spiders – enables us to deliver ‘as-a- technology buying behaviours who can improve the service, so people understand how and not being needed. solution’ service wraps are more established, the provide additional options to keep the lights on,” he that are focused purely bubble of ever increasing and drive value. We provide noted. “More importantly, The biggest risk you have on a business outcome, new product sales and full outsource solutions that we help channel firms taken? Joining what is now Agilitas to lead the whether that is expanding increased minutes purchased release channel partners from to reduce our industry’s turnaround in late 2010 and geographic reach, enhancing will stop growing. Success inventory spares ownership, carbon footprint.” then MBO’ing the business. service performance, will be far more service enabling them to focus on reducing operational Lynn’s formative years Who do you admire most in the channel: The best speaker overhead or increasing were spent in retail sales I’ve never been a techie or into I’ve seen is Vin Murria. The the service portfolio.” ranging from music and way she sees the world and technology in any way. I’m a DVD, typewriters and palm puts people at the heart of Agilitas’s growth areas pilots through to jewellery it is thought provoking. include geographical and watches. “My early technophobe and proud of it One example of something expansion, developing more experiences taught me that you have overcome: service offerings and investing and solution centric, based the customer experience everyone is different and I’m currently recovering in emerging technology on understanding peoples’ and first line services. Covid that each customer places a from a major Achilles areas such as security and needs and behaviours. has accelerated the drive value on something slightly reconstruction operation. IoT. “We are continuously to outsource and leverage different to the next,” he Name three ideal dinner monitoring new technology “If Covid-19 and its a more flexible service.” said. “I’m a creative thinker guests: Tony Hancock for areas to onboard,” added aftermath teaches us and problem solver by nature laughs, Winston Churchill Lynn. “In 2020 we added anything it will be to This approach contrasts and happiest challenging for inspiration, and Simon six new service propositions genuinely put people at with an industry norm that my customers on what’s Sinek who challenges you including Voice, EPOS the heart of everything is too transactional, believes working and what’s not to see the world differently. and Workspace hardware you do and why you do Lynn. “Too many people working in their businesses, Industry bugbear: To make support. In 2021 we have it, playing a much longer push a product to make a and their plans to do things the sector less product plans to increase this number game, and building far sale that may or may not be differently. Building honest and more people centric. to provide our channel stronger and better quality right for the customer,” he and open relationships is the Tell us something about partners with an end-to-end businesses that will be more added. “That is purely about secret to business. No one yourself we don’t know: My service. This now includes attractive to our clients.” hitting a monthly target at a has all the ideas or answers, passion is Tony Hancock. our latest support proposition fairly low margin to benefit that gives us the impetus I collect everything to do around Apple hardware. We Agility is key a vendor that is totally to make a difference. with his radio shows from the early 1950s and listen are also seeing traction for It goes without saying that removed. To survive and to them most days. providing a service bundle the pandemic has forced thrive many me-too VARs and “I’ve never been a techie of OEM/vendor software businesses to accelerate SIs need to identify what they or into technology in any Your main strength and what could you work on? support coupled with our their digital transformation want to be famous for and way. I’m a technophobe and I learn from my mistakes, hardware support over a plans, meaning that channel become more collaborative proud of it. It took me a long share my experiences multi-year basis. This is firms have had to adapt with agile partners to deliver time to learn that the safest and surround myself with essentially Agilitas investing and become more agile to a differentiated service.” and most fun and engaging fantastic people, but I can in the upfront outlay and remain relevant. This has place within a business is sometimes be too impatient selling back to the partner had a significant impact Becoming famous for with the customer. I always and take a view that the on a monthly basis via on demand for Agilitas’s championing the green urge everyone in our team world should think like I do. subscription or leasing.” expertise. “Due to our scale agenda would be a wise regardless of their role to Top tip: Find a balance and access to inventory we option, believes Lynn, as spend more time with our between product sales and According to Lynn the full can reduce the overhead sustainability trends become customers as it’s where we service. The most successful effects of Covid-19 on to channel partners in the ever more entrenched. learn the most and make the resellers are always one step organisations are yet to be provision of hardware spares Government pressure is biggest difference.” n ahead of the competition.

THURSDAY 6th MAY 2021 Marriott Grosvenor Square, London www.channel-champions.com www.comms-dealer.com COMMS DEALER FEBRUARY 2021 33 CULTURE KALEIDOSCOPE It is so important to keep culture alive - even at a distance!

t is extremely challenging to maintain any sort of business culture with staff “We’ve taken a very careful and proactive approach to geographically and socially distanced, but maintaining contact is vital to communication with our teams and our partners during ensure employees remain motivated and, most importantly, are not lockdown. Equipping staff with the right tools allows them demonstrating any mental health issues. I to stay connected while working remotely. We’ve seen an Culture expert Kate Wood helped Chess ICT go from 63rd to 1st in the Sunday acceleration in the adoption of cloud-based collaboration Times ‘Best Company To Work For’ listing and retain their place in the list for 10 tools, not only with our own teams but with partners and years. She now offers Culture as a Service through her Pockets Consultancy. She the demands they are seeing from their customers. Video firmly believes connection, clarity and kindness will get us through Lockdown and collaboration solutions have minimised disruption during Three. lockdown and the right technology has allowed our teams “Lockdown Three requires us to re-engage with the individual employee,” she to develop new skills and to adapt to the changing world. says. The introduction of a weekly staff newsletter has allowed our teams to share their stories from home. Regular initiatives “With plans parked, holidays on hold and employees ‘zoomed’ out, there’s risk such as a quarterly presentation from Adam Cathcart, of burn out. For many there is little to look forward to. Novelty backgrounds, quizzes and online drinks only remind us of 2020, so what now?” our Managing Director, and celebrations which recognise LOUISE ABBEY outstanding contributions are a key part of our culture. We Here is Wood’s checklist for directors and managers: 9 GROUP now host these digitally.”

Mental Wellbeing People may experience guilt about remaining employed when others aren’t. Anxiety around health, inability to juggle home-schooling can lead to feelings of “BT has done more than ever to support colleagues, failure. Open up about your challenges and your employees will. particularly in a third lockdown. Our online service ‘Your Wellbeing’ provides 24/7 information for all staff, which Connection makes the difference in a socially distanced world. We have Walk and talk. Non-video phone calls change conversations. Ask what the business could do to make things easier? Listen. If you lack language to discuss also increased the level of communications on wellbeing Mental Health, ensure employees know how to find information, including through a bespoke series of Wellbeing Webinars and regular financial support, benefits and counselling services. Chief Medical Officer updates to keep colleagues informed about Covid-19 and support services available. We also Clarity understand how critical it is for teams to take time when they The UK economy in the news causes concern. Deliver clear, regular communication about business change, communicate even if there are no need it, so we’ve added Mindfulness Calls through the week changes and focus on good news. Not forgetting those on maternity or furlough. to help colleagues take a break and carry out self-check outs. We’re also encouraging everyone to check in with each other Surprises and BT’s Peer to Peer network can help people feel more Small, kind gestures make a big difference such as an early finish or late start. A connected. And to kick off the New Year, we have launched wellbeing package in the post or a thank you card can make someone feel less lonely and more valued. Encourage staff to take holiday days and not just save GAVIN JONES ‘The Big Stretch’ to keep our teams motivated and build them for when the world opens. BT WHOLESALE healthy habits.”

“As remote work continues, there is considerable value in “At CityFibre we place huge importance on ensuring our organisations promoting cross-collaboration and knowledge employees are involved, inspired, supported, and feel like sharing within teams. By making sure that everyone is well a member of a family. In the last 12 months we launched informed with regular check-ins and touchpoints, businesses ‘The CityFibre Way’ which showcases our inclusive and can be on the front foot in the face of disruption. In today’s supportive culture and behaviours. In addition to this, we remote working environment, transparency is key. For leaders, moved our induction online, set up Diversity & Inclusion this means finding a balance between ‘water-cooler’ chats and networks to drive inclusive behaviours, and trained 32 business conversations to ensure employees feel involved and Mental Health First Aiders so that we could spot and connected. In the absence of in-person interactions, having the support Mental Health issues. Our recent engagement survey right technology in place to enable frequent communication is showed the success of our efforts; 88% of our employees a crucial step towards empowering employees. felt CityFibre takes a genuine interest in employees well- Culture is driven by employees that feel empowered. Enabling being and 86% confirmed our culture resonates with them. teams to actively share knowledge, collaborate, and by The advice we would offer is open communication. Keep offering opportunities for input, organisations will drive their the avenues of support open, encourage employees to look KEITH JACKSON virtual culture forward.” CAROLINE BAKER after themselves first, talk about culture, networks and the 8X8 CITY FIBRE importance of mental health at every opportunity.” Wavenet Kaleidoscope Comms Dealer Ad- Feb2021.pdf 1 25/01/2021 10:07

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34 COMMS DEALER FEBRUARY 2021 www.comms-dealer.com CULTURE KALEIDOSCOPE It is so important to keep culture alive - even at a distance!

“A scheduled video conference with thirty people on it is “Each month we hold a companywide meeting via Teams to great in some circumstances, but it isn’t the answer to every review our objectives and company values. These meetings situation. Likewise, it is easy for company culture to get lost feature presentations by department heads to share details in translation when colleagues are collaborating via email of recent achievements and goals for the coming month. alone. To maintain a collaborative environment, it is key that It’s not all business though, during these meetings we place you provide the tools to engage through a range of channels, equal importance on sharing people’s news such as births including voice calls, instant messages and group chats, and charity initiatives. Our people also regularly interact at emails, Teams and Zoom. Regular internal communications to the department level to keep everyone engaged, motivated, the whole company, specific teams, and directly from C-level and to ensure they have the support they need for their managers all help keep colleagues ‘on-message’. Aligning’ work and well-being. Mental health issues are notoriously personal objectives to company values ensures colleagues are difficult to recognise in people, let alone remotely, but we try engaged with the culture while working towards their own and monitor for signs such as changes in behaviour or being specific goals. Encouraging feedback from staff and increasing withdrawn. We actively encourage our team members to reach 1-1 sessions is essential for uncovering any potential mental out if they are struggling with mental health or any other MARTIN TAYLOR health issues and providing extra resources and support can VINCENT DISNEUR issues, and we offer an open line of communication so that CONTENT GURU minimize the opportunity for these to get out of control.” UNION STREET there is always someone available to listen.”

“We started Jola from scratch in 2014 and focussed on “At Zen we are extremely proud of our People First approach. attracting and training self-motivated people, who shared our This was never only about the physical office environment – it corporate values and ambition. We have hired and trained also covers the importance of a supportive, collaborative, and an additional seven staff during lockdown. We have kept our inclusive culture. When the pandemic emerged, we quickly team involved and inspired, with regular Teams meetings, elevated ‘new ways of working’ to become a key pillar in to share our departmental and individual successes. Staff our ‘People & Culture’ strategy while also putting greater perks, such as free coffees, film downloads and vouchers, emphasis on health and wellbeing and engagement. This are well received, but not as motivating as knowing we is a key step to maintaining your company culture online are directly responsible for helping partners to provide the during these trying times. Where possible provide a suite of NHS, retailers and the government with 4G for vital services. communications and collaboration tools as well as guides, The phenomenal growth we have achieved is down to the links and online training, to help your people stay connected exceptional team we have at Jola and their physical and with each other and your business. And be sure to make mental health is a priority. Each employee has access to time to listen to your people – this is critical. Having regular private healthcare, a 24/7 employee assistance programme conversations and spending time understanding the different and access to free workouts and discounted healthy eating circumstances and needs of your people, will help with mental CHERIE HOWLETT outlets. Regular communication is key to ensuring your staff AYSHEA ROBERTSON JOLA are happy, healthy and productive.” ZEN INTERNET wellbeing.”

“For me, one thing that has become more and more evident “Throughout the pandemic, the physical and mental health is the need to ask ‘how are you’? I think we are all guilty of our teams have been key concerns for our business. of presuming everyone is OK. The importance for us as a We believe it’s critical to provide an open and welcoming business is to not only keep staff involved but to encourage environment for employees to be able to share their issues a more open forum for conversation. A simple call with no and concerns. Managers play a vital role in supporting their agenda, colleague-to-colleague is more important than ever. teams and regularly checking in with them. We encourage The last lockdown in the summer may have masked how 1-2-1 meetings, as well as virtual social events to bring teams people were really feeling. Being winter, which is documented together and promote employee engagement. Moreover, to only increase people feeling down, we need to go even we’ve introduced many initiatives to support our employees further with what we do in the workplace. Staff involvement during these difficult times: Our Employee Assistance is key as we are all missing the conversations in passing, the Programme provides free, professional advice and resources office gossip and general human interaction. We encourage on a variety of personal issues, while our trained team social catchups with Friday late afternoon beers or libations of of Mental Health First Aiders can give initial support and choice, companywide quizzes, and regular catch ups to hear signpost to additional resources as necessary. These are all PAUL GIBBS what is going on within all departments. LAUREN MCMANUS underpinned by our Wellbeing Channel on Microsoft Teams, MYPHONES GAMMA specifically created as a space where staff can connect.” Wavenet Kaleidoscope Comms Dealer Ad- Feb2021.pdf 1 25/01/2021 10:07

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www.comms-dealer.com COMMS DEALER FEBRUARY 2021 35 BUSINESS INTERVIEW Age of analytics dawns

In an increasingly dispersed world of work collaboration analytics delivers value far beyond efficiencies, according Tollring CEO Tony Martino who outlines the full extent of the channel opportunity.

emote working is sales and support teams, now an integral part capturing and presenting of most organisations information and insights from and the signs are across a whole organisation,” Rthat workplace flexibility is explained Martino. “It is all here to stay – which raises about breaking down an Tony Martino certain challenges. “We’re organisation’s natural silos to seeing a lot of focus on look holistically across every managing the wellbeing area of business performance, It is all about breaking down silos to look and performance of remote from individuals, to teams, employees, and while this to departments and then holistically at every area of performance is critical, equally important relating the information is customer retention and to business objectives.” of company culture, mental insights across all areas of sensitivity to the compliance customer experience,” stated health and isolation issues. their organisations,” said and privacy requirements that Martino. “The key to solving Managing employees “By extending analytics into Martino. “Metrics that relate the increases in transparency all of these issues, as well as remotely, whether at this internal collaboration to externally facing activities of data can bring.” contributing to the bottom individual or department space we can also gain an provide a new perspective line, is collaboration analytics. level, requires greater insight into the impact that that complements traditional According to Martino, the This is a huge opportunity transparency and clear change has on workforces,” measures, and combining channel can expect to see for the channel. The newly objectives. “This can help to added Martino. “For internal and external metrics future advances around adopted collaboration tools clarify how the very nature example, the last year has delivers a stronger view of tools like Microsoft Teams have propelled organisations of their management has seen many organisations an organisation’s ability to which will be at the heart into new ways of working in changed and how the new forced to adjust their business deliver a good customer of these developments. a short space of time without hybrid and remote working model, or reduce headcount, experience than ever before. “Collaboration analytics the insight and feedback environment is performing,” which has a large impact will be extended to include necessary to ensure that added Martino. “These on the day-to-day role of Cloud factor enhanced management they’re on the right track.” analytics can also be used to the employees that remain. “It’s a relatively easy approach capabilities for meeting help organisations determine Analytics gives managers the to position too, because recordings, through to The scale of demand for how their collaboration tools data they need to manage delivering collaboration greater integration with CRM collaboration analytics is are working, identify trends this change effectively.” analytics in the cloud removes systems and calling platforms reflected in figures from and gain an accurate insight technical overheads, making for an even more complete Gartner which Martino cites into employee experiences.” As a key enabler for the shift it a straightforward up-sell or view,” he commented. as significant. In a recent from UC to collaboration, bundle opportunity. The only “More communications survey Gartner stated that 82 Wellness has also become much of the channel already complexity comes from the tools will be integrated into per cent of business leaders key to operational understands the value of depth of information that can the business ecosystem, intend to have employees performance, observed analytics in collaborative be delivered, so we’re helping such as Teams, with the aim working at home some Martino. A workforce that environments. “Those familiar the channel to leverage the of achieving a more fluid of the time and 47 per is balanced and healthy will with monitoring calls have an opportunities, providing working environment where permanently. “Collaboration have a positive impact on advantage and are moving educational resources and organisations can become far analytics delivers on this vital the customer experience to this new generation demonstrating the business more effective, whether their management need, going and analytics can be used of analytics to help their benefits that they can deliver workers are in the office, at beyond just call analytics for to help assist in the areas customers to achieve relevant to their customers, with home or in a café.” n

THURSDAY 6th MAY 2021 Marriott Grosvenor Square, London www.channel-champions.com 36 COMMS DEALER FEBRUARY 2021 www.comms-dealer.com ADVERTORIAL

Light at the end of the channel: a look into the mood of the industry

The past 12 months have been a period of unpredictability. A global pandemic rapidly changed how we worked and lived our everyday lives and we’ve all had to show resilience. Now, as we take stock and look to what may come next, the mood in the UK channel is one of cautious optimism. Gavin Jones Channel Director at BT Wholesale

hat’s according to a new This transition in mindset is between peers, as well as between only has it kept end-customers one-size-fits-all approach; adding report carried out by BT particularly important when you employees and management, are all connected and enabled them to true value comes from understanding TWholesale and Cisco. With consider the switch-off of the Public aspects that should remain. evolve to the situation, but CPs have customers, their pain points and then further support provided by Gamma, Switched Telephone Network (PSTN) also been critical in keeping each developing solutions to match. the whitepaper, entitled ‘Light at the on the horizon. Taking place in 2025, Managing the increasing cyber other – and the industry – talking end of the channel’ looked to uncover companies that are geared up for threat and operational. The changing attitude towards tech, the mood in the industry and explore all-IP through their connectivity and With all the positives that come from with it now seen as a strategic more deeply how the evolving tools, will be futureproofed and have remote working, there are potential In fact, 96% of respondents said driver, will require CPs to provide situation is changing behaviours. the foundations in place to build on. issues to consider too, including the their CPs were essential in keeping education around the 2025 switch- increasing cyber risk that stems from them operational during the first off, as well as expertise and support A more strategic approach to The research indicated that 52% of having employees decentralised. wave of the coronavirus, with 84% to ensure businesses are adopting technology adoption channel organisations are aware of Where once workforces operated on stating that partners had gone above the right all-IP tools and benefiting Businesses are now viewing the looming deadline but are yet to secure corporate networks, they are and beyond expectations. The from them. The increasing concern technology as more important to act, 40% are preparing their now accessing sensitive data on importance of the industry and around cyber threats means MSPs current and future performance than strategies and 8% are completely potentially unsecure wi-fi networks relationships within it can’t be can become an essential cornerstone ever before. Following the initial ready. In other words, there is some and personal devices. These newly underestimated. of cyber security postures. While the explosion of reactive demand for way to go and the channel will need digital companies are suddenly move to permanent remote working more network bandwidth and to provide continued education and vulnerable to threats in completely For example, BT Wholesale took will require better, more compatible collaboration tools to support support. different ways which they are steps to simplify access to voice and voice and collaboration tools suddenly remote workforces, learning to manage. collaboration portfolios and scalable alongside the availability of faster, businesses are now taking a more Permanently changing how we bandwidth, to enable CPs to cater more reliable connectivity. long-term approach. Almost in total work When asked what actions for quickly changing customer agreement, 96% of respondents said Another reason for the new end-customers can take to better demands. There is an understanding There is light at the end of the their end-customers are now taking a long-term digital thinking is rooted protect themselves, the number one that this level of support can’t stop, tunnel and the industry must use its more strategic approach to their in customers’ desire to maintain response, by some distance, was that however. Everyone is now operating influence to ensure that everything digital needs; they are thinking about remote working in some capacity. In they should engage a Managed with a heightened sense of risk and we’ve learnt over the last year can how digitalisation can be the key to perhaps what would’ve been a Service Provider (MSP) to aid the uncertainty and, as such, CPs need be used to build back a better, more recovery and future success. surprise to some pre-pandemic, protection of networks (70%). to continue to remain flexible to connected, and more inclusive all-IP many channel partners (CPs) have Respondents were clear that partners to help mitigate risks and tomorrow. The pandemic introduced many reported productivity which has been outsourcing cyber security needs to a manage pipelines effectively. organisations to new ways of the same or higher than in the office. third-party team of experts enables Research was conducted via two working digitally and it’s unlikely that Following this success, nearly half customers to focus on their business. Looking ahead methods: a wide-ranging survey of they’ll turn back. In fact, 91% said anticipate a hybrid model The channel is a resilient industry 100 separate channel organisations their customers were prioritising incorporating both remote and office The second choice (44%) was to which is an essential trait given its and one-on-one interviews with digital transformation for the working moving forward, while 15% prioritise relationships with suppliers importance in helping businesses to experts from the aforementioned foreseeable future, with the biggest anticipate a prominently virtual that have a strong cyber security continuously evolve in response to three organisations. This provided a benefits of digitisation seen as working model, with less than 10% ecosystem, perhaps in order to the situation. The report revealed a blend of quantitative and qualitative increasing agility and customer of work completed from a minimise the potential for third-party level of cautious optimism among data, which was analysed to experience. When this is combined centralised office. and supply chain attacks, while also CPs, but also a deep understanding understand current sentiment, how with the fact that 82% believe that ensuring there is a deep pool of and empathy that the environment behaviour of both channel partners digitally-equipped organisations have Optimistically, it’s predicted that the expert knowledge and support to continues to fluctuate and mitigating and end-customers are changing, and been significantly less vulnerable to increased remote working will have call on. its impact will take a joint effort of where future opportunities may lie. the impacts of the pandemic, it a positive, lasting impact on the flexibility and support. reveals how technology can both industry, not least in terms of The importance of the channel The full whitepaper ‘Light at the end enable new opportunities whilst inclusivity. Increased trust, autonomy Throughout the pandemic, the But there are undoubtedly of the channel’ is available for adding much needed resilience. and the humanising of relationships channel has played a vital role. Not opportunities for CPs. There isn’t a download.

For the full whitepaper ‘Light at the end of the channel’ go to: www.btwholesale.com

www.comms-dealer.com COMMS DEALER FEBRUARY 2021 37 BUSINESS PROFILE Lake wades into new growth phase

Pure Cloud Solutions is plainly benefiting from its all-encompassing business strategy. Here, Group CEO Darren Lake recounts the journey so far and outlines his future organic and M&A growth plans.

ake’s comms sector Datto, HP, Konica, BT, EE, experience (see panel O2, Vodafone and Enreach. opposite) qualifies him as an industry The overall business is now Lveteran, yet his back story is structured as PCS Group the precursor to something with Pure Cloud Solutions, bigger – and we sense PCS IT Services and PCS that, despite the twists Mobile Solutions forming the and turns of a varied and combined entity. “This year lengthy comms career he’s our mobile business is set to barley started and has a hit 7,500 connections which long way to go yet. Lake is an excellent achievement established PCS in 2012 in two years from a standing with his brother Martin who start,” added Lake. “We owned a small business (CS also offer voice, IT, security, Communications) focused DR and managed print to on installing Toshiba PBXs. clients and partners; and we “Martin could see that are looking at AI and the the future of the PBX was continuation of delivering limited and he asked me if Darren Lake secure flexible working I was interested in setting solutions. We have also something up with him,” just released our direct SIP explained Lake. “He asked I took a break from telecoms and became connect into MS Teams, so at the right time as I was fed we’re eager to see what new up working for other people a fully qualified butcher for 18 months. I opportunities this opens up.” and not being in control of my own destiny. Initially enjoyed it, but missed comms so decided to According to Lake PCS I sold WLR, connectivity has always been solution and hosted voice into my get back into it led and educates clients, brother’s client base. PCS helping them to develop IT was set up as a wholesale plan is to achieve £18 million happens in South Africa,” company in Q1 this year and technology strategies business from day one with a turnover maintaining 20 per he added. “Our partnerships which would take group that deliver value for their view to eventually growing a cent EBITDA. Martin and I and channel continue to revenues to £6.5 million business. Lake sits on the small channel of partners.” have stepped back to focus grow steadily which is also with 20 per cent EBITDA. board of two of PCS’s largest on M&A. We have a board great for the group. It’s This all builds on the strong clients as a Non Exec’ to help PCS generates significant of Directors that run the all about making different foundations put in place by steer their IT and technology year-on year-growth in line group businesses. There is technologies work together Lake. The company started strategies. “The role of any with its evolution. “We are a lot of M&A activity in our now with APIs which requires with eight people and now business should always be now a true managed service industry and this will increase a specific skill set. If any employs 26. It bought its that of a trusted advisor,” provider,” added Lake. “We as businesses can’t keep up business doesn’t have a cloud office outright in 2017, commented Lake. “But expect all areas to continue with technology changes.” strategy then time’s running a year after building its never think you have all the to grow significantly. We also out – PCS hasn’t sold a fixed own hosted voice platform answers, so keep learning. expect our channel to gain Lake is targeting £5.3 million line solution for eight years.” delivering voice, UC and an Two heads are normally traction with the introduction revenues this financial FMC capability – called UCA better than one. Plan for of our distributor in South year (discounting potential Acquisitions (Unified Communications growth by bringing in people Africa. And we will continue acquisitions) with 10 per In 2018 PCS acquired two Anywhere). PCS is also a that are better than you in our M&A activities to achieve cent EBITDA. “We have a businesses in the IT space Cisco Meraki Select Partner, key areas. If you don’t have step growth. Through organic great pipeline for 2021 and and is currently in discussions Sophos Silver Partner, and the trust of your client or and acquisitive growth our I am excited to see what to acquire another voice partners with AWS, Microsoft, partner you have nothing.” n

38 COMMS DEALER FEBRUARY 2021 www.comms-dealer.com ENERGY UPDATE in association with Lake wades into new growth phase Agility’s new leap of faith pays off

The path that led to Just a minute with Pure Cloud Solutions... Darren Lake... with energy deals LAKE’S back story in the Role model: Jacques comms sector is long and Cousteau: A lot of what we LIVERPOOL based telecom- solution based on their varied. He left school to know about the ocean is munications provider Agility individual requirements. install and maintain London down to this fearless guy. Communications specialises systems as an apprentice for What talent do you wish you in providing business mobile, “Honesty, independence £60 a week. He then moved had? To speak every language VoIP and connectivity to an and accountability are the to Telecom Products where fluently on the planet. extensive range of customers fundamentals of our mission he installed and maintained Your biggest achievement: and has now added another statement to ensure our Panasonic and SDX systems, Creating PCS. solutions string to its bow customers have access to the before being approached by – energy management – full range of solutions across Tell us something about UTL/UTM to become part of alongside Fidelity Energy. the market with a dedicated yourself we don’t know: I its support team for the north am a total adrenaline junky account team who are always of England and Scotland. and love rock climbing, Explaining how the move into Alan Riddoch one call away, to provide skiing and scuba diving – I energy came about, Managing independent advice. UTL was bought by Shipton am a Master Scuba Diver. Director Alan Riddoch said: providing figures and analysis where he spent 10 years, Who do you admire most “Funnily enough, we saw an to us whenever needed. We “As part of our credit checking eventually becoming National in comms? Matt Riley: article in Comms Dealer on also enjoy the monthly reports process, we usually ask for Service Manager. Shipton I worked with Matt at Fidelity Energy and arranged a we receive, which provide great two forms of ID. Most of the was acquired DeTeWe and DeTeWe for several years call with Sales Director, Sean insight to all the team on the time that tends to be a utility Lake was then approached and what he has achieved Dixon. It soon became evident energy market and factors bill. As a result, it clicked that by Astra Communications with Daisy is impressive. that Fidelity’s key values were effecting contracts and prices. we should be offering energy to join its board of directors What do you fear most? aligned with ours, so we Great partnerships are forged supervision to our customers as Professional Services Letting my family down. knew our customers would by having great relationships to add to our service wrap. Director. He then moved Your greatest strength and be in great hands. The rest is and this is certainly the case We have found that many of back to DeTeWe as Technical what could you work on? I’m history!” with Fidelity!” our existing Agility Comms Director. “Next, I set up a focused and tenacious but customers have been happy small reseller called Quantum sometimes a little too eager. Adding another utility to the Riddoch and his staff are to switch energy suppliers Business Concepts with Name three ideal dinner services a business provides passionate about providing with us, as it minimizes the a couple of partners, but guests: Jacques Cousteau, admin for them by having a this venture only lasted 24 I would love to talk to him single point of contact for their months due to issues about about his adventures and utilities. They trust that we will where the focus should be,” how different the oceans are only offer them the very best said Lake. “So I worked for now; and my two grandads It must be said, our energy services.” Crane Communications and to get to know them as a man. One was a tank driver was later approached by BT Riddoch believes any ICT in WWII and the other a management business has made to become its Sales Manager boxer and stone mason. business not adding energy in the north west for Global as a service is missing a trick. What possession could Services. Then I helped to set a great contribution to not only “This is a great opportunity you not live without? up Ethos Voice & Data before for any IT or Telecoms business My wine fridge. taking a complete break our turnover but also to our looking to provide energy from telecoms to become Lessons learnt? I have management services to their never suffered fools, so a fully qualified butcher bottom line customer base. Be open- with hindsight I should for 18 months. I enjoyed have kept my mouth shut minded and think less about this but missed comms so in certain situations. the additional revenue for decided to get back into it.” might seem daunting, however the best possible service and your business and more about How would you like to be Riddoch reports that the he says many customers have how you can enhance your remembered? For having had Lake worked for passion and showing my kids integration and process was a already handed their energy relationship with your existing Convergence Group for 12 what hard work, focus and breeze thanks to the help of management over to Agility customers and ensure they will months and was approached determination can bring you. the Fidelity onboarding team. based on long established stay with you forever. by Wavenet. After two years If you weren’t in comms what trust. there he did a short stint at would you be doing? I’d be “With thanks to Jason “As a business, we saw an Ctalk setting up a channel a scuba diving instructor Fernyhough and the team “We always strive for exponential growth in last – and then established Pure somewhere warm. at Fidelity, it was incredibly excellence. Our customers year’s trading period, and we Cloud Solutions with his Top tip for resellers: Take simple and straight-forward benefit from our one-hour are on course to double our brother in 2012. “The rest is time out to focus on the and our team are now fully response times as well as turnover this year. It must be history!” said Lake. n business, it’s worth it. trained on energy. Jason is advice from our consultative said, our energy management invaluable when it comes to business managers who ensure business has made a great answering questions and our they not only take advantage contribution to not only our The UK’s No.1 magazine Internal Account Manager of the latest technology but turnover but also to our for voice and data solution providers Lucy is such a great help in also utilise the most effective bottom line,” added Riddoch.

www.comms-dealer.com COMMS DEALER FEBRUARY 2021 39 AWARDS

HEADLINE SPONSOR Let’s salute our Champions

New for 2021, Channel Champions will recognise the AWARD CATEGORIES full range of teams who contribute to building winning RESELLER AWARDS

ICT channel organisations. Reseller Sales & Account Management Team Reseller Marketing Team Reseller Technical Support & Engineering Team Reseller Sales Support Team Reseller Executive Leadership Team reat things are achieved when a group Reseller Billing & Finance Team of colleagues unite and pull together Reseller People and Culture Team Gto achieve a common goal. At Comms Dealer we are fortunate to see this every day VENDOR AWARDS in the sector we are proud to be a part of. You Vendor Sales & Account Management Team are all amazing. Vendor Marketing Team To recognise the impressive achievements Vendor Technical Support & Engineering Team across all functions of channel businesses, Vendor Sales Support Team we are delighted to launch this new awards Vendor Executive Leadership Team initiative which will recognise teams and Terry O’Brien Vendor People and Culture Team unsung heroes across the whole business SERVICE PROVIDER AWARDS spectrum namely: Terry O’Brien, CEO of Channel Champions l Sales & Account Management headline sponsor DWS, commented: Service Provider Sales & Account Management Team l Marketing “These awards are very special because Service Provider Marketing Team l Tech Support and Engineering they recognise real heroes in teams that Service Provider Technical Support & Engineering Team l HR, People & Culture don’t always get the credit they deserve. Service Provider Sales Support Team l Billing & Finance The Channel Champions awards are based Service Provider Executive Leadership Team l Executive Leadership on activities carried out during the entire Service Provider Billing & Finance Team Covid-19 crisis and channel teams have done Service Provider People and Culture Team “Entries will be based on work and activities some amazing work during the pandemic carried out between March 1st 2020 and which should be recognised. DISTRIBUTION AWARDS

March 1st 2021 – the most challenging time in Distributor Sales & Account Management Team the channel’s history - when so many teams “Over the years, we’ve been fortunate to Distributor Marketing Team performed miracles to make sure the UK’s win multiple channel awards, so we have Distributor Technical Support & Engineering Team crucial organisations could keep working and experienced first-hand the positive impact Distributor Sales Support Team millions of staff and management across all it has on a team. Entering awards can be a Distributor Executive Leadership Team sectors could relocated to their homes,” said huge incentive for your teams as they want Distributor People and Culture Team Channel Champions Event co-ordinator Nigel to win and celebrate their accomplishments.

Sergent. We’re proud to be the headline sponsor of the GENERAL AWARDS Comms Dealer Sales and Marketing Awards “It’s been said many times in the last year for the first time and we encourage Channel Apprenticeship Champions but the ICT sector has been Britain’s fourth businesses, both large and small, to enter the Event Champions emergency service during the pandemic, awards and celebrate their teams’ hard work Charity Champions providing vital communications to millions and and successes. we aim to reward these heroes at the Channel Event Details Champions event at a glittering luncheon on “Winning, or even being shortlisted for these Thursday May 6th 6 May 2021 at Marriott Grosvenor Square in Awards, brings a huge uplift in morale as The Marriott Grosvenor Square, London London’s Mayfair everyone feels valued and they can see For table booking details please contact . how their hard work is paying off. Channel Simon Turton on 07759 731134 “Given the year we have been through, I am Champions will be fantastic opportunity to email: [email protected] sure all ICT companies will want to take the recognise the contribution teams have made Register now at: opportunity to properly acknowledge their not only to their business, but to the wider www.channel-champions.com teams by entering,” added Sergent. Channel as well.”

THURSDAY 6th MAY 2021 Marriott Grosvenor Square, London www.channel-champions.com #channelchampions 40 COMMS DEALER FEBRUARY 2021 www.comms-dealer.com New event for 2021

8th July 2021, Forest of Arden, Midlands

Bringing vendors together with the ICT reseller

To find out more about sponsorshop opportunities, contact: Simon Turton on 07759 731 134 www.margin-in-caas.com COMMS PEOPLE North pulls in CEO IPI secures top

FORMER Allvotec CEO Glen Williams has joined North as Group CEO. North was formed from chief executive five technology, IoT, networking and safety and security providers brought together via a series IP INTEGRATION (IPI) has of mergers. Williams, who is credited with signed up former co-owner leading the sale of Damovo in 2018, brings broad of DatapointEurope Sat experience in global IT and strategic partnerships Sanghera as CEO. He has having held a number of senior management been working with IPI roles at Dell, Computacenter and Lenovo. over the last year in an He said: “The bringing together of five companies advisory capacity. “What with a strategy to build the UK’s leading IoT, started out as a two weak networking and connectivity and safety and security advisory engagement provider is an exciting challenge. North is already unexpectedly turned into an established player in the provision of smart an exciting opportunity,” technology solutions and is positioned to take stated Sanghera. “IPI has Sat Sanghera a loyal and skilled team Glen Williams advantage of the opportunities that exist today and in the future in areas such as 5G and IoT.” and we want to build on this solid set of foundations.” Aliter Founding Partner and North Non-Executive Chairman, Greig Brown, Chairman Joe Prentis added: “Sat leads from the front added: “We are targeting significant organic and inorganic growth across and by example, enacting positive change across the several established and emerging markets. With Glen’s track record in the organisation. In the short amount of time he has been industry the business is well placed to achieve its strategic goals.” with our company he has fostered a culture built around championing our people and celebrating our clients.” The company also appointed Andy Scopes as COO. He Also on the move... was most recently VP of Group Operations at Sabio.

JUSTIN Willson has THE appointment of made the switch CityFibre’s Head of Regulation to cloud specialists Alex Blowers as Chair of Synapse360 following the Independent Networks Wade appointed 30 years working Cooperative Association with telecom (INCA) is expected to boost resellers Universal the industry body’s influence as Gamma CMPO and Charterhouse and also marks CityFibre’s Voice & Data. Willson return to INCA. “INCA GAMMA has appointed Justin Willson will be tasked with members are set to play a Chris Wade as Chief helping to develop a reseller channel for the Manchester and major role in achieving the Marketing and Product Isle of Man based business which has developed a range of Government’s ambitious Officer (CMPO), taking managed cloud services to help customers build their own targets for national coverage over from Alan Mackie hybrid environments. “I’m looking forward to developing new of gigabit-capable networks who stepped down at channel and referral partnerships in London and the south,” by the end of the decade,” the end of last year. Prior said Willson. “Synapse360 was acquired by Manx Telecom in said Blowers. “The interests to Gamma, Wade served 2019 and since then has reviewed and revised its portfolio of all altnets are becoming as Chief Product Officer to ensure the company stays relevant, enabling organisations increasingly aligned and at Aptitude Software. He to go through digital transformation seamlessly.“ I will help to strengthen also held a number of . our collective voice.” leadership roles in strategy, IT MAINTENANCE firm Velez Managed Services aims to boost product management Chris Wade its brand awareness globally following the appointment A NEW digital-focused tech and marketing in several of Matthew Barnsley as Head of Marketing. The company unit to be launched by BT on different operating businesses within The Sage Group. CEO has added five heads April 1st will be headed up Andrew Taylor said: “Having worked in a variety of product to it marketing team in by former Bharti Airtel Group and marketing roles with a focus on software, Chris brings recent times and Barnsley’s CIO Harmeen Mehta who a fresh perspective to our instatement brings joins BT as Chief Digital and vision and strategy.” Wade senior level marketing Innovation Officer, reporting added: “Our reputation in experience. Dan Orton, to CEO Philip Jansen. The the market positions us to VP Sales, commented: new Digital unit will include help businesses embrace Matthew Barnsley “Matt’s role will entail accountability for IT, digital digital innovation through leading the global marketing team across multiple innovation, BT-wide business the adoption of UCaaS. countries, overseeing all marketing projects while transformation and data I will strive to continue continuing to demonstrate our channel focused approach and product strategy. Other building on the company’s to the industry.” Barnsley added: “This is an opportunity leadership changes see foundations, while further to reach out to clients through new, exciting content Howard Watson become fulfilling our ambitions in and help enhance the team’s marketing abilities.” Chief Technology Officer. Alan Mackie the UK and Europe.”

THURSDAY 6th MAY 2021 Marriott Grosvenor Square, London www.channel-champions.com 42 COMMS DEALER FEBRUARY 2021 www.comms-dealer.com THE COMMS PRODUCTS AND COMMSPAGE SERVICES PAGE To reserve your place and to be a part of the comms directory contact Simon now on 01895 454603 or email [email protected] for details

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