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Comms Dealer 3-16 Industry News Catch up with July 2018 events in comms 18 Interview Glide spreads its Click to open channel wings channeltelecom.com 22 Riley takes helm Business Matters Comms sector puts in vintage quarter as Muller vacates 24 DAISY CEO Neil Muller’s exit sees Chairman Matt Riley (pictured) revert to a Market Review THE COMMS NATIONAL hands-on leadership role and signals a planned refinancing of Group debt. Comms industry AWARDS 2018 poised for AI-fest CNAWARDS.COM SPECIAL REPORT autumn suggests that the sale with guidance for next year of process has ended with signifi- over £700m and £140m. In February Daisy outlined big cant implications for UK tele- Last month Daisy also acq- 30 plans to double in size within coms M&A,” said Carse. uired Voice Mobile and DV02, five years by taking advantage “Riley has decided to step adding around £15m revenues Business Profile of a potential ‘wave of con- back into the breach, aided by and £2.2m EBITDA. Simon Woodhead: solidation’ in the industry as it potential significant annual cost Muller, the former Computa- A force for good sought a circa £1bn sale to pri- savings from a refinancing off center UK MD, joined Daisy in vate equity or a trade buyer. the back of a stronger business December 2014 in a move that But Muller’s shock exit last now than compared with the saw Riley become Chairman. 52 month signalled the likely cur- take private consummated just As we went to press news tailment of Daisy’s intention to over three years ago.” broke of a collapse in Daisy’s Comms People sell, observed Megabuyte Prin- Daisy also posted its finan- planned £175m acquisition of This month’s cipal Analyst Philip Carse. cial results for the year to March TalkTalk Business’s direct cli- movers and shakers “Daisy’s planned refinanc- 2018, reporting revenue and ent base, which was due to com- ing of its debt scheduled for the EBITDA of £684m and £127m plete later this month.

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Former soldier risked Horton’s obsession all on ambitious with business growth cloud mission p32 boosts FluidOne p34

VOL 23 ISSUE 2 JULY 2018 www.comms-dealer.com

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3-16 Industry News Catch up with events in comms 18 Interview Glide spreads its channel wings channeltelecom.com 22 Riley takes helm Business Matters Comms sector puts in vintage quarter as Muller vacates 24 DAISY CEO Neil Muller’s exit sees Chairman Matt Riley (pictured) revert to a Market Review THE COMMS NATIONAL hands-on leadership role and signals a planned refinancing of Group debt. Comms industry AWARDS 2018 poised for AI-fest CNAWARDS.COM SPECIAL REPORT autumn suggests that the sale with guidance for next year of process has ended with signifi- over £700m and £140m. In February Daisy outlined big cant implications for UK tele- Last month Daisy also acq- 30 plans to double in size within coms M&A,” said Carse. uired Voice Mobile and DV02, five years by taking advantage “Riley has decided to step adding around £15m revenues Business Profile of a potential ‘wave of con- back into the breach, aided by and £2.2m EBITDA. Simon Woodhead: solidation’ in the industry as it potential significant annual cost Muller, the former Computa- A force for good sought a circa £1bn sale to pri- savings from a refinancing off center UK MD, joined Daisy in vate equity or a trade buyer. the back of a stronger business December 2014 in a move that But Muller’s shock exit last now than compared with the saw Riley become Chairman. 52 month signalled the likely cur- take private consummated just As we went to press news tailment of Daisy’s intention to over three years ago.” broke of a collapse in Daisy’s Comms People sell, observed Megabuyte Prin- Daisy also posted its finan- planned £175m acquisition of This month’s cipal Analyst Philip Carse. cial results for the year to March TalkTalk Business’s direct cli- movers and shakers “Daisy’s planned refinanc- 2018, reporting revenue and ent base, which was due to com- ing of its debt scheduled for the EBITDA of £684m and £127m plete later this month.

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INDUSTRY NEWS

EDITOR’S COMMENT Time to arm NEWS ROUNDUP WHAT do emojis, tabloid MAINTEL has acquired a base journalism and industry of UK clients from Atos for acronyms have in common? £5.1m as the French tech You may have read that we firm and owner of Unify are apparently entering a the soldiers seeks to drive growth via post-writing world in which partners and large customer emojis are rising to dominance WITH the right support sub- accounts. On completion of as modern day hieroglyphics, £3m revenue resellers represent the deal – which is expected creating a visual, universal a significant engine of growth to be accretive in the first but according Adam Cathcart, full year of ownership Stuart Gilroy language. It is perhaps ironic that this reversion to 9’s Director of Partners, this – Maintel will become a the dark ages of pictorial characters has been brought group are a ‘forgotten army’ in channel partner of Atos. about by huge strides in communication technology. the channel. So what does this mean? Emojis as hieroglyphics aim Speaking to delegates at TALKTALK and Daisy have to convey a sentiment or meaning without the laborious this year’s Margin in Voice & kiboshed the planned task of having to string a few words together, which in our Data (MiVaD) event staged sale of TalkTalk’s direct fast-paced time-poor world saves inordinate numbers of at the Forest of Arden Hotel B2B business. TalkTalk will hours. That said, comic-like emojis are an unlikely nod to on 14th June he stated: “The Adam Cathcart continue to manage all a practice that I applaud in writers who take the shortest sub-£3m turnover reseller seg- direct B2B business and FY19 distance between two points – in other words, they use ment is overlooked by many applications like click-to-call, EBITDA guidance remains at as few words and syllables as plainly possible to convey service providers, yet it’s where and apps for the statistical anal- the originally stated 15% meaning, creating near transparency between signifier and they can add the most value. ysis of call data to move you year-on-year growth (FY18 signified. The best examples equate to a reading age of six, Resellers need full support to be towards the goal line,” he said. £233m). Daisy remains a which makes The Sun one of the best written newspapers. free to perform.” Full event report on page 38 strategic partner for TalkTalk. Toddlers understand pictures before words, and tabloid Poor selling techniques are also a potential inhibitor of journalism is within reach of those not long walking, so the A BPL Business intellectual demand is not challenging – which doesn’t say growth, according to keynoter Publication a lot about today’s emoji junkies (nor the writers of many Iain Sinnott, Head of Sales at BPL Limited VanillaIP, who said: “It’s critical Highbridge House, 93-96 Oxford Road, press releases I receive which would be better offered in Uxbridge, Middlesex, UB8 1LU, picture format as they would make more sense that way). to deploy a sales methodology T: 01895 454542 F: 01895 454413 to create value. Look at your Editor: Stuart Gilroy Subscriptions Carried out with flair, creativity and discipline, good word [email protected] 07712 781 102 Subscription rates for 12 issues: teams: How much time do they UK, £65; Overseas:£80 (incl p&p) usage literally encapsulates speed of communication, it Publisher: Nigel Sergent Back issues can be obtained: is the superfast fibre in non-verbal contact. Furthermore, spend studying and researching [email protected] 07712 781 106 UK £6 (incl p&p), Overseas £10 each (incl p&p) For subscriptions please call 01635 588 869 the outbreak of emojis mirrors the spread of acronyms in to develop their sales skills?” Managing Director: Michael O’Brien Fellow keynoter Paul Taylor, Views expressed in this magazine are not our industry. They are also one dimensional and used with [email protected] 01895 454 444 necessarily those of the publishers. No part of this publication may be reproduced without the Sales & Marketing Director at Sales Director: Simon Turton little thought. And acronyms ultimately lack detail and express written permission of the publishers. are confusing – hardly poetry. May the number of people Voiceflex, pointed out that tra- [email protected] 01895 454 603 All trademarks acknowledged. Photographs and who write with plain words, clarity, skill and creativity ditional sales methods still stand Production: Frank Voeten artwork submitted for publication accepted only up but to clinch the deal useful [email protected] on the understanding that the Editor is not liable multiply – and hopefully the demise of flat emojis and for their safekeeping. applications must become the Circulation 01635 588 869 the ‘post-writing world’ will be written on the wall. © 2018 BPL Business Media Limited. order of the day. ISSN 1366-5243 Printed by Pensord Limited Stuart Gilroy, Editor “You need deal winners such Member of the Audit Bureau of Circulations ABC total average circulation 15,525 (Jan-Dec 2017, 12,587 print, 2,938 digital) as fraud control and WebRTC

4 COMMS DEALER JULY 2018 www.comms-dealer.com Elevate Adverts 06-18.indd 4 14/06/2018 08:24 INDUSTRY NEWS

Beta acquires NEWS ROUNDUP A SEARCH to replace BT CEO Gavin Patterson is under way following news that he is to step down later this year. AV specialism The decision came after a share holder backlash on the company’s latest results and plans to cut 13,000 jobs. Patterson will continue to lead the business during the sdn series the transition phase. part 2 - the opportunity of sdn

BASINGSTOKE-based Southern Communications is to target SDN is the methodology that has been more acquisitions following deployed throughout our network an increase in existing debt making change quick and easy facilities from a syndicate led by Santander Corporate & Commercial, alongside HSBC and Aviva Investors. The Jamie Blakemore company has completed 13 acquisitions since 2013 after BETA Distribution is spring- sations require new ways to it first secured a Santander boarding resellers into the digi- engage more closely with their Growth Capital loan. tal signage market following target audience. our customer journey its acquisition of ContentWall “Traditional forms of static BRITISH tech firms pulled and subsequent launch of an advertising such as posters and in almost three times more AV services division headed up banners don’t provide the level venture capital investment I’d like to increase our connectivity capacity by ContentWall founder Jamie of interactivity demanded in than any other European please. Blakemore, who set the firm up today’s digital age,” he added. country over the past two in 2015. “The challenge for resellers years, according to figures “We can all see the ever is to understand how to inter- from the London Mayor’s increasing presence of digital est clients in a move to digi- agency London & Partners, signage,” stated Blakemore. tal signage, and then present a which found that London’s “It’s a no brainer for resell- complete solution with design, tech firms account for over ers, offering more flexibility product selection, installation 80% of all venture capital and impact compared to tradi- and post-sales support.” money invested into the UK tional forms of media.” since the EU referendum vote. Got a news story? email: The argument advanced by [email protected] Blakemore is that all organi- A GIGABIT full fibre network roll out in Portsmouth by Giganet (the connectivity brand name of Hampshire- based M12 Solutions) in partnership with CityFibre is set to provide connectivity to circa 1,500 businesses along the existing fibre route, My mission is to make ahead of further expansion. this change for you - with lightning speed! SWCOMMS is offering leased line connectivity via Virtual1 to the south west and other regions. Brian Lodge, MD, NIMANS’ Manchester HQ has been named Julian Niman House said: “Leased lines are the Wow - that only took a as a tribute to its former Chairman who died early this year. way forward in a world minute! Julian helped to build Nimans into a £125m turnover business where most communications and passed away at his Manchester home on January 12th aged tools and business systems 64. His wife Sue commented: “When Julian first started this will be hosted in a cloud company from a small office it was beyond his wildest dreams that environment. Businesses it would ever have grown into this size. But it’s more than just a need reliable uptime and building, it’s the people that are in it and their lives that make it so superior speeds to optimise For more information please visit: special. Julian cared about everyone.” Pictured: Directors Richard their productivity and Carter, David Bennett and Andy Roberts with Sue Niman. www.virtual1.com/software-defined-network ultimately their profitability.” To advertise in contact The Sales Team on 01895 454411 www.comms-dealer.com COMMS DEALER JULY 2018 5 INDUSTRY NEWS

COMMENT: COUNTDOWN TO 5G CVC sells IoT NEWS ROUNDUP THE 5G countdown has A UCAAS platform released begun with just 18 months by Node4 is built on a shared to go before the scheduled architecture that enables switch-on and the dawning SMEs with as few as 30 of another bold new era gong winner seats to access enterprise in mobile communications. collaboration tools from With the first tests already Cisco. “Channel partners under way could a new can offer customers a mobile revolution be just dedicated platform and a around the corner? More multi-tenant one, allowing importantly, what will much smaller organisations be the biggest business to affordably access enterprise collaboration Richard Carter and personal benefits? Many of us will remember tools,” said Collaboration the leap from 2G to 3G and then onto the current 4G Product Manager Mark spectrum. The increase in speed was certainly noticeable. Phelps. “We want to help While the majority of users will expect 5G to be even SMBs be part of the ‘future faster perhaps one of the biggest benefits will be the Wireless Logic wins at the 2015 CN Awards of work’ revolution.” emergence of true mobile working based on a much better battery life, combined with no latency of data. CVC Capital Partners has sold Wireless Logic also has CONNECTUS Group has Unlike 4G where your phone constantly searches Hurley-based Wireless Logic offices in Denmark, , acquired Doncaster-based for a signal, 5G locks onto your device to dramatically Group to Montagu Private Eq- and . Eximus Solutions for an improve battery life. 5G will further accelerate the uity. The financial details of the The firm’s co-founder and undisclosed sum. Connectus growth of IoT and associated technologies such as deal were not disclosed. CEO Oliver Tucker (pictured has also invested a further connected cars through its extra network capabilities. CVC acquired Wireless left) commented: “Under the £100k into network hosting EE recently announced that east London will be Logic in February 2015 from CVC Growth Fund we have improvements, refurbishments one of the first places in the UK to get a trial of 5G ECI Partners. The sale marks continued our double digit and new office space in in October, which isn’t too far away. The trial will see CVC’s first exit from its tech- organic growth complemented and around Doncaster 5G switched on at 10 sites to demonstrate how it can nology growth fund. by four acquisitions in the UK, Business Park, bringing provide the highest speed mobile data connections, ECI backed the found- Germany and Denmark, with the total investment in even in the most densely populated urban spaces. ers of Wireless Logic to buy each introducing new technolo- these areas to £250k. Longer term, EE says it foresees 5G delivering more back the business from Phones gies and skill sets.” reliable Internet connections and enabling greater take-up International Group in 2011, Montagu Private Equity Dir- IN RESPONSE to security of tech like virtual reality and augmented reality in apps and owned by Dragons’ Den star ector Ed Shuckburgh comment- and surveillance equipment services. Let’s hope 5G is the five star network that takes and serial entrepreneur Peter ed: “Montagu intends to work increasingly becoming the technology to new heights of reliability and performance Jones CBE for £35m. with the management team responsibility of network to benefit all aspects of our working and personal lives. Berkshire company Wireless to continue to drive growth, managers Ingram Micro has Logic was established in 2000 leveraging Montagu’s experi- established a Physical Security Richard Carter, Channel Sales Director, Nimans and provides IoT and M2M ence, network and resources to division and added Axis platform managed services in strengthen the business.” Communications’ surveillance Europe. It has over 2,500 cus- range, Galaxy’s CCTV cameras Got a news story? email: tomers and more than 3.1 mil- and recorders and Assa • Comms People: This month’s movers and shakers (p52). [email protected] lion subscriptions. Abloy’s door access controls.

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COMMENT: STRATEGIC TALK Arrow snaps NEWS ROUNDUP BIG changes are coming to VAPOUR Cloud has become the Wholesale Line Rental the sixth organisation in market. 2025 might seem the UK to achieve approved like it’s far away but now Avaya Cloud Solutions partner is the time to stop and ask up next buy status through BT Wholesale. yourself, ‘is my business Vapour’s CEO Tim Mercer prepared?’. The WLR switch said: “Many organisations off (including PSTN and ISDN) are starting to realise that affects the heartland of our on-premise telephony partners and on the 15th systems are holding them May released its back, so they’re beginning WLR Closure Consultation. to explore the world that we have operated in for the last Richard Thompson So it is imperative that resellers start thinking five years.” See page 32 about how they will transition to next generation voice services sooner rather than later. TALKTALK Business has Open conversations with our own partners tell us that restructured its partner they are nervous about the migration path as it is currently Chris Russell support operations and unclear. This three step approach will help you start to increased its sales team have those important conversations with your customers: ARROW Business Communi- sition to date and will signifi- by 25%, enabling partner Engage with your customers to understand what their cations’ influence in the legal cantly enhance Arrow’s legal managers to spend more thoughts are on the consultation; talk to them about their sector and east midlands region sector focus. time on developing and roadmap for migration in terms of timings and practicalities has been strengthened by the “The 360 Solutions team supporting fewer partner etc; and education is key – customers need to know what acquisition of 360 Solutions, its will help to broaden our prod- relationships. The company options are available to them to make the right choice. second buy of the year. uct portfolio, particular around has also introduced a two- Once you have this information you can then work 360 Solutions’ legal sector our Skype for Business and tier account model for larger together to put in place a suitable solution for both you expertise reflects Arrow’s spe- PCI compliant solutions, and partners who have permanent and your customers. The main thing to note is that you’re cialisms and product portfolio enhance our Mitel capabilities access to an Account Director not alone. Everyone will be going through this between and also delivers strong capabil- and the technical skill set of the or a dedicated member now and 2025, but just because you’ve got that time ities in other markets including Arrow Group.” of the service helpdesk. it doesn’t mean that you should wait for seven years to online retail, property develop- Oliver Marsden, founder decide what is right for you and how you’re going to do it. ment and recruitment. and main shareholder of 360 headquartered PBX In my opinion, it’s important to partner with Arrow confirmed that all 360 Solutions, said: “Having started vendor Wildix has added someone who is already thinking about this, so you feel Solutions staff and directors will 360 Solutions with my brother Romsey-based reseller confident that you aren’t going to be left behind. remain in place. Sam 15 years ago, it was time Elementel to its growing 360 Solutions has over 400 to join a larger group that shares stable of UK channel partners. Richard Thompson, Director of Partners, TalkTalk Business customers and offers Unified the same values and approach.” Elementel Sales Director Communications, Skype for Arrow has eight offices, Martin Jupp noted that Business, PCI compliant call annual sales of over £40m and Wildix’s WebRTC system was especially attractive to the • The grandest mission of any channel service provider is to facilitate recording and IT networking 200 staff. and mobility solutions. business, along with enhanced the growth ambitions of all partners, including the smallest, Got a news story? email: Arrow CEO Chris Russell conferencing and voicemail according to speakers at this year’s MiVaD symposium (p38). [email protected] said: “This is our largest acqui- transcription features.

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COMMENT: BILL CAP DILEMMA Pure ups the stakes THE Digital Economy Bill 2016-17 received its Royal Assent at the end of April 2017. The DCMS website stated, ‘The Act includes with London move provisions which will help protect consumers from bill LEEDS-based Pure Technology shock by requiring mobile Group has secured a London network operators to offer foothold in response to rising a bill capping facility’. It interest in its propositions from organisations in the south of Itret Latif seems that the Government consultation process and England region. implementation plans had not considered the full impact The £28m turnover business of bill capping beyond the MNOs. This legislation also is targeting £40m revenues and affects the service providers who take services from MNOs expects its new office to facili- directly or indirectly through wholesale aggregators, tate additional channel partner- as well as their third party billing solution providers. ships and collaborations. These market participants are reliant on MNOs being Pure Technology Group COO able to provide real-time usage data so that it can be Cliff Fox commented: “With utilised throughout the supply chain for bill capping 50% of our customer base made to be effective. A lack of understanding on this by up of national and internatio- the regulatory bodies has created concern for mobile nal brands the London presence service providers who do not own their own mobile will allow us to be physically networks or provide services to the consumer market. closer to some of our custom- Many significant mobile service aggregators and ers, as well as the prospective Pure Technology Group staff hail growth strategy MVNO wholesalers are still waiting for MNOs to organisations we’re currently in provide their solutions and are struggling to offer their talks with. Pure Technology Group’s “For some customers inno- customers and billing software providers solutions “There are some game chang- intentions in the VR space are vation is a simple shift into any earlier than early Autumn 2018. Clearly, this is ing innovators in the south too, also clear as organisations seek the cloud or the streamlining of not enough time for all the market participants in the so as we look to expand our new ways to leverage wear- their operations, for others inno- supply chain to build a workable response to comply product and service offering it’s ables, particularly relating to vation is far more advanced. with this legislation requirement by 1st October 2018. important that we’re closer to assisted reality in the education “They’re using tech to turn Regrettably, when this implementation issue was potential partners.” and training sectors, noted Fox. 24 hour jobs into 60 second brought to the attention of its response Staff numbers at the London He indicated that IoT will tasks. They’re saving lives, was to point to DCMS. The market participants base will be doubled from three be ‘the most exciting addition’ creating jobs and changing the understand and support the legislation and therefore to six taking Pure Technology to the firm’s portfolio over the scope of what’s possible with are looking to DCMS for recognition of the issues Group’s headcount to over 100. coming years. tech-based solutions that sound and the different circumstances surrounding the B2B The company also brought “We will devise bespoke like they could only belong in suppliers which will need longer to implement and, in a new IT security testing ser- data-driven solutions to meet science fiction. It’s our job to perhaps, a lighter regulatory touch going forwards. vice which includes simulated business challenges that will help make that happen.” attacks that enable customers to include AI, machine learning Got a news story? email: Itret Latif, FCS Interim CEO and Deputy Chairman independently evaluate security and even simple process imp- [email protected] in a controlled environment. rovements,” he commented.

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10 COMMS DEALER JULY 2018 www.comms-dealer.com INDUSTRY NEWS NFON boosts UK campaign £50m Acquisition Fund

Myles Leach

CASH from NFON’s flota- ing, incentives, promotions and tion on the Frankfurt Stock brand development.” Exchange will be used to grow NFON has three UK distribu- the cloud telephony business’s tion partners – Chess, Westcoast channel across the UK accord- and Scansource – with the lat- ing to UK MD Myles Leach. ter planning a relaunch of the He is confident he will secure company’s product offerings to a significant proportion of the the channel alongside end point new funds to help UK resellers manufacturer Polycom. embrace cloud telephony oppor- NFON also has 100-plus tunities across all sectors. reseller partners and Leach “We have grown over the stressed that helping IT resell- last five years and the UK is ers to supply cloud-based voice the second largest market for solutions will be a key strategy us outside of our core market in going forward. Germany,” commented Leach. “There must be many IT “The IPO means that we will resellers thinking about voice be able to invest more in our for two years or so but have not channel partners with market- done anything,” added Leach. Hi-tech contacts Is Now the Time to Sell Your ORGANISATIONS that judge “As the physical and digital Business and Hit the Beach? their online customer experi- worlds begin to seamlessly inter- ence to be ‘exceptional’ could be sect, how effectively a company overstating the success of their serves its customers across both client engagements, according domains determines tomorrow’s To find out how much it’s worth to a study by Mitel which found winners and losers,” stated Jon contact Richard Btesh in confidence that most respondents don’t Brinton, SVP of Customer Exp- think that a ‘perfect online buy- erience Solutions. ing experience’ is achievable “By supplementing existing 0808 301 8334 using current technology. applications and investments But the growing use of cloud with technologies such as AI, [email protected] comms and apps, combined team collaboration and IoT, with technologies like the IoT, companies can better commu- AI, chatbots and natural lan- nicate and collaborate internally guage processing (NLP) are cre- and externally and proactively ating new ways for companies deliver the level of customer to build customer relationships. experience buyers expect.” AWARD 100 BEST WINNING COMPANIES TO WORK FOR The UK’s No.1 magazine 2018 1st BUSINESS FS32851 for voice and data solution providers www.comms-dealer.com COMMS DEALER JULY 2018 11 INDUSTRY NEWS

NEWS ROUNDUP Mid-market Marston’s set GLOBAL IT players including , Apple, Microsoft, Intel, Facebook, Twitter and Salesforce are racing to invest in AI start-ups security gap for Cisco push and scale-ups, according to Hampleton Partners’ latest STRATEGIC partners Mars- The move built on the Cisco M&A Market Report. It ton’s Telecoms and Cisco show- Select certification held by says that the three key AI cased their joint channel strat- Marston’s and signalled a sharp- sub-sectors – machine data egy and roadmap to delegates er focus on technologies such as analysis, natural language at Innovation Enterprise, their Cisco Unified Communications processing and machine vision first channel event staged at & Collaboration and Cisco – have all shown impressive Manchester’s Mi-Idea Innova- Meraki. “Cisco’s product and growth rates over the past 24 tions Centre. distribution support emphasises months, but it is the machine The strengthening partner- a tech edge to the company that data analysis category that ship between Marston’s Tele- was always there but not so visi- is attracting most buyers coms and Cisco is gaining in ble,” stated Marston’s Telecoms with 49% of all deals. significance and first came to MD Mike McMinn. Steve Nice light when the comms provider “Together we hosted an inti- US TECH company Diversified expanded its hosted voice solu- mate event that showcased the has secured a UK foothold PLUGGING the mid-market gest skills gap that exists in tion with Cisco’s HV1 handsets benefits of our collaboration to with the acquisition of AV security skills gap is a channel the mid-market, which makes last September. partners and customers.” and meeting room specialist opportunity not to be missed, tackling the problem a serious Two months later Marston’s The partnership also builds Digitavia, the first phase according to Node4’s Mid- drain on manpower and finan- linked-up with Cisco distribu- on the infrastructure and con- of its EMEA expansion Market IT Priorities 2018 report cial resources. tor Westcon Comstor and on- nectivity investments made by bid. Diversified CEO Fred published last month. “The consequences of inad- boarded the Comstor Mentor Marston’s that enable it to offer D’Alessandro (pictured) said: The research found that 28% equate threat management and Program, enabling the business enterprise grade cloud solutions “In today’s global economy of firms expect a cyber attack in lack of visibility into the net- to ramp up its Cisco ambitions. to partners. overseas expansion is a 2018, with 23% of IT decision work could have far-reaching necessary makers concerned they may not implications for mid-sized bu- step in even be aware of data breaches. sinesses, especially now GDPR continuing “The threat landscape is con- is in effect. our strategic stantly evolving with the preva- “As threat vectors and hacker plan and lence of increasingly sophisti- tactics constantly evolve, pro- success. cated threat vectors such as AI- tecting a business is becoming Having powered attacks, sandbox-evad- an increasingly difficult chal- partnered with the ing malware and state sponsored lenge, but a fully managed ser- Digitavia team on multiple attacks,” said Steve Nice, Chief vice that continuously monitors projects in the past, the Technologist, Node4. every type of threat can take decision to combine our “Mid-market organisations that headache away.” companies and bring must ensure that basic secu- Got a news story? email: them into the Diversified rity measures are being imple- [email protected] Mike McMinn family was a natural fit.” mented. But security is the big-

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12 COMMS DEALER JULY 2018 www.comms-dealer.com Reasons to Partner with Daisy Wholesale

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NEWS ROUNDUP Distie move Reshuffle NEWS ROUNDUP THE future role of ICT CITYFIBRE has linked up with distributors in EMEA is as Davies West Sussex County Council to assured according to Global provide gigabit connectivity Technology Distribution to nine urban areas within the Council (GTDC) CEO Tim for Chargifi finds exit council’s jurisdiction. This is Curran who says a growing the first project funded under number of vendors are opting COMMS-CARE MD and co- the UK Government’s Local for distribution rather than founder Ben Davies has left the Full Fibre Networks initiative direct sales strategies. He business along with Technical (LFFN) stimulus programme. also noted that the shift to Director Darren Brisco and The framework agreement cloud is no longer a threat Chairman Peter Lloyd. is for four years over a 30 to the distribution sector but The three-way departure had year IRU (Indefeasible Rights a market rich in potential. been planned once Comms- of Use), with a total value “Cloud was seen as threat care’s acquisition by Ingram of £52.7m. CityFibre will to distribution, but it is Micro reached completion. construct new future-proof now a major opportunity,” Former Operations Director full fibre networks to 152 stated Curran. He delivered Mark Forster steps in as MD council sites in Bognor Regis, these messages to 190 working alongside Commercial Burgess Hill, Chichester, attendees at the annual Director Rob Darby, Professio- Crawley, Haywards Heath, EMEA GTDC summit in Dan Bladen nal Services Director Simon Horsham, Littlehampton, Amsterdam on June 14th. Day and FD Steve Holah. Shoreham and Worthing. WIRELESS charging provider device and transmit relevant Forster commented: “The IT SWCOMMS has added a Chargifi has strengthened its and authorised messages to the marketplace is as exciting and THE latest Avaya IP Office managed network service UK presence and gained access device using Chargifi’s cloud- dynamic as ever and I’m look- release, available globally, to its portfolio which, says to the infrastructure it requires based managed service tools. ing forward to the challenge of includes cloud UC with voice ICT Director John Holdstock, to grow within enterprise mar- “It may be just beginning, shaping the future of Comms- and video, meetings, team removes complexity, reduces kets following a distribution but this market is going to accel- care and its service portfolio.” collaboration and content costs and frees IT staff from deal with Westcoast. erate exponentially. Sooner or Comms-care will continue sharing, and adds support administrative burdens. Chargifi has built and pat- later we will all be asking why to operate as a separate entity for Avaya Equinox alongside “When it comes to a data ented an IoT platform designed there isn’t a wireless charging under its own brand. other new capabilities. Chris network performance issues for the control and enterprise point in every meeting room, McGugan, SVP, Solutions can lead to expensive management of wireless power café, shop, stadium and public and Technologies, Avaya, downtime, customer infrastructure. Its technology venue in the country.” said: “By providing a single complaints and reduced is deployed in 21 countries by Chargifi is backed by tech app to access all the tools staff productivity,” he said over 90 organisations. investors including Intel Capi- they need to communicate “Proactively managed The wireless charging mar- tal, HPE, Techstars, Accelerated and collaborate, we’re networks make all the ket is forecast to be worth $25bn Digital Ventures, R/GA Ventures enabling teams to work difference, but this can be by 2023. and Firstminute Capital. Mark Forster smarter, not harder.” For time consuming and costly “The appetite for wireless European customers the for in-house IT teams.” power is increasing and as con- solution nearly doubles sumer expectation grows busi- scalability for DECT users. THE hosted aBILLity billing nesses must adapt to keep up,” solution from Union Street commented Chargifi CEO Dan PROVIDER of SaaS-based Technologies has been Bladen. “Westcoast’s reach will privacy solutions TrustArc has adopted by contact centre help us to scale and build out predicted a post-GDPR era company Sabio. Union Street’s the Chargifi platform. of growing demand for its engineers have configured “Chargifi is doing for power portfolio and has expanded aBILLity to automate the what Wi-Fi did for connectiv- its partner programme process of collecting and ity – cutting the final cord and accordingly. The company importing call data records removing the final barrier to says its platform is designed from Sabio’s wholesale true mobility, helping people to support virtually every suppliers. Ben Le Feuvre, get power when and where they privacy use case and includes Head of Network Services need it.” solutions to manage data at Sabio, said: “Sabio is Westcoast MD Alex Tatham A 90% INCREASE in profits last year compared to 2016 helped to mapping, risk assessments, experiencing fast-track stated: “Wireless charging of secure midlands-based telecoms and IT services provider Network website tracker scanning growth within the UK and, devices is becoming widespre- Telecom 35th place in this year’s Sunday Times BDO Profit Track and consent management. following acquisitions, within ad, but that’s not half the story. 100. MD and founder Paul Maxfield collected the award at The VP EMEA Channel Sales Europe also. We needed Chargifi’s link with wireless Savoy London with two of his longest serving members of staff. Philippe Ortodoro said: a billing solution supplier networking technology, includ- The Sunday Times BDO Profit Track 100 ranks Britain’s 100 private “GDPR is a significant and companies with the fastest growing profits over three years. “After that could keep pace with ing Aruba, allows network man- ongoing commitment, and a record year of growth we’re proud to have been recognised us and provide a billing agers to locate a user by their organisations are aware that nationally among such a high performing and ambitious group of platform with functionality they must now find more businesses,” said Maxfield. Pictured: Colleen Taylor, Director of Billing for rating internationally Got a news story? email: sustainable and efficient ways [email protected] and Retention; Richard Clarke, Director of R&D; and Paul Maxfield. originated traffic.” to meet that commitment.”

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KCOM_Partner_Invested_CD_June_2018.indd 1 27/06/2018 12:03:25 INDUSTRY NEWS

NEWS ROUNDUP FCS sets Ribbon to DTC clarifies ZEST4’S licensing of Arkessa’s Emport IoT platform enables industry tie up key it to operate as an IoT MVNO and target UC channel businesses. The Emport standard acquisition digital vision platform manages the whole estate of SIMS irrespective THE acquisition of Edgewater FUJITSU’S mission to help cus- of mobile network operator, Networks by Ribbon Commu- tomers and partners turn their and track SIM usage nications creates a new force in digital vision into actionable individually, by sub estates, the Session Border Controllers strategy has taken a significant or in entirety. The platform (SBCs) and Network Edge Or- step forward with the opening also monitors data alerts, chestration market. of a second European Digital caps and SIM data allowance “With the ability to serve the Transformation Centre (DTC) usage, produces data usage core to the edge of the network, in London. reports and organises Ribbon will be equipped to pro- The moves follows a simi- estates through tags and vide an end-to-end connection lar launch in Munich and was categories. See page 40 to the enterprise and deliver prompted by Fujitsu’s research service assurance, security and that says more than 90% of PEACH Technologies has monitoring capabilities,” stated organisations have a clear digi- linked up with Pragma to Brionaidh Siegel Fritz Hobbs, President and CEO tal strategy but many struggle take the Ericsson-LG iPECS of Ribbon Communications. with its delivery. Rupal Karia on-premise and cloud HIGHNET and NFON are con- On completion of the acqui- The initiative forms part proposition to market as firmed as the first recipients of sition Ribbon’s Kandy UCaaS of the company’s Co-creating “With digital transformation a core component of its the new FCS Mark of Excellen- platform will provide analytics Programme which promotes via challenging all sectors, the Co- portfolio. Pragma operates a ce for Regulatory Compliance. and service assurance capabili- workshops a social and collab- creating Programme encourag- targeted partnering strategy FCS interim Chief Executive ties across the enterprise net- orative approach to accelerating es organisations to identify the to selectively on-board high Itret Latif stated: “Attaining the work edge; while its Microsoft the design process for digital opportunities to be a disruptor growth resellers with the Standard demonstrates to the Skype for Business and Teams transformation solutions. rather than be disrupted.” Ericsson-LG product set. marketplace a provider’s com- propositions will be expanded “Across the UK organisa- In March this year Fujitsu pliance, not only in their key by Edgewater Networks tech- tions face a multitude of socio- opened its International Block- CLOUD workforce solution documentation but with all rel- nology, said the firm. economic and technological chain Innovation Centre in Bru- provider CloudFactory has evant industry rules and regu- Diane Myers, Senior Resea- changes, and over the last few ssels to facilitate research into opened a new global HQ lations, including the General rch Director for IHS Markit, years we’ve witnessed busi- driving forward the develop- in Reading. The US-based Conditions of Entitlement. commented: “This is a high sy- nesses in every industry grapple ment of Blockchain and other company was founded in 2010 “The Mark is only awarded nergy, low overlap combina- with what a digital future might distributed ledger technologies. and has so far raised $13m in by the FCS once all documen- tion that gives Ribbon a broad mean for them,” stated Rupal Got a news story? email: funding. CEO Mark Sears said: tation has been independently product line for customers of Karia, Fujitsu Head of UK&I, [email protected] “Locating our headquarters audited to show that full com- all sizes, offered and distributed Public and Private Sectors. in the UK provides a strategic pliance has been achieved.” through multiple channels.” global anchor to support NFON UK MD Myles Leach Hobbs added: “This transac- clients internationally.” commented: “The process was tion demonstrates how we are valuable as we were able to delivering on our objectives and Daisy swoops on two MLL Telecom and CityFibre thoroughly check that all areas extending our market reach.” are rolling out FibreConnect of the business comply with targets in same week to businesses in Stirling, the current industry regulations, Scotland. CityFibre has which gives partners and cus- DAISY bagged two acquisition can develop and thrive, all the already installed 24km tomers the necessary assurance targets in a week last month – time having a shared interest of network which now that our processes and proce- wholesale partners Portsmouth- with us, culminating in Daisy connects most of Stirling dures are stringent.” based reseller DV02 and mid- ultimately acquiring them. city’s public sector estate. HighNet’s Service Delivery lands firm Voice Mobile. The “Our strategy remains acq- Manager Brionaidh Siegel war- financials were not disclosed. uisitive, and this is a blueprint UK is to conduct ned: “Customers who choose With Voice Mobile, Daisy for other partners who may pur- 5G trials in seven cities with non-compliant suppliers risk Group has established an EE sue their own exit strategy.” roll outs starting between getting tied up in long contracts Centre of Excellence based in Voice Mobile MD Ian Wat- October and December with no proper fault handling Birmingham. Voice Mobile has son commented: “With Daisy this year. Its engineers are procedures in place.” operated as a Daisy Distribution at the helm there is a brighter laying the groundwork for FCS members who have Julie Mills partner for more than 14 years. future ahead while I explore 5G at more than 40 sites undertaken Regulatory Com- It will retain its sales and opera- new avenues and ventures.” in Birmingham, Bristol, pliance training with its official Julie Mills, MD of Train to tions teams which form the core Former DV02 owner Vince Cardiff, Glasgow, Liverpool, telecoms training partner Hants- Win, commented: “NFON and of Daisy’s new EE hub. Potter added: “When the time London and Manchester. based Train to Win.tv are able HighNet have gone through a Dave McGinn, MD of Daisy came to look at our future plans Vodafone anticipates the to proceed towards attaining the rigorous audit and addressed SMB Services and Distribution, Daisy was the obvious partner.” commercial launch of Mark of Excellence award fol- grey areas to gain the FCS Mark stated: “These are examples of DVO2’s sales and operations full 5G early in 2020. lowing a review. of Excellence.” how an indirect partner business teams are to be retained.

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020 8614 9090 unionstreet.uk.com Powering your potential NEWS INTERVIEW Glide spreads its wings

to differentiate against the With its long-term strategic normal connectivity options.” roadmap and rebrand now Parent company CableCom cemented, Glide Business (formerly Networking Group underwent its name change WarwickNet) has the backing to Glide last month, and reaffirmed its focus on and scope to expand its partner providing infrastructure, connectivity, utilities and base as a national supplier of technology services to three areas of the growing alternative connectivity services, PropTech market, operating according to James Warner, Director three divisions – Glide Residential, Glide Student of Sales, Marketing and Product. and Glide Business. In the last year Glide reported growth of over 25 per cent, propelling the business beyond the £50 million revenue milestone, which has allowed continued investment into its own s pure fibre previously unavailable to fibre infrastructure. The infrastructure the business, science and company expects this growth providers industrial parks we serve.” to increase by 30 per cent extend their year-on-year and has made Atentacles across the land, The benefits of pure fibre provisions to deploy an the channel opportunities and the rising status of James Warner additional 500km of full fibre get more interesting, and alternative providers is over the next 12-18 months. the impressive growth reflected in unprecedented figures generated by full levels of investment. “The Our biggest opportunity is the Glide anticipates a steep and fibre pioneers demand our industry is going through a ascending growth curve, but attention. During the past period of significant change channel and working with a Warner’s career path prior to 12 months Glide Business with the rise of alternative entering the comms industry witnessed a £2.5 million rise network providers delivering core set of partners was all downhill. He’d built in revenues from £4 million fibre provisions across the a successful Bulgarian hotel to £6.5 million. It registered UK,” added Warner. “This To date Glide Business has acquisition by CableCom and ski instructing business, a doubling of the customer reduces reliance on the likes deployed over 1,400Km of Networking (now Glide) and after two years returned base and an uplift in staff of Openreach and enables its own fibre network with in January 2017 provided to the UK with his wife and numbers from 20 to 50. innovative players to talk 400-plus parks enabled a platform to significantly sought a short-term sales The coming year is more about something genuinely and over 50,000 premises scale the business from role. “I fell into a job locally ambitious with plans to different and exciting passed. The company recently a local niche player to a selling broadband for a double the current turnover, for their customers.” surpassed expectations of national infrastructure south west-based ISP,” he introduce more heads and the DCMS gigabit voucher provider and challenger in explained. “I immediately rev up the partner model as First footprint scheme by confirming the SMB market, aiming for liked the industry and the a primary engine of growth. Glide Business began life 67 per cent of vouchers a 50:50 split between direct people in it, and saw how as WarwickNet in 2008. It in the pilot region of and channel sales models important it is to stay nimble “Our biggest opportunity was established by current Coventry and Warwickshire, over the next three years. and focused on what actually is the channel and working CTO Ben King who decided worth up to £3,000 each matters while maintaining with a core set of partners to to do something positive for local businesses. “The acquisition gave us the a local feel without getting leverage the fibre footprint about the poor quality ability to invest heavily in our caught up in a ‘we run we are building,” stated broadband that under-served Turning points in its history fibre and cabinet footprint a business for running a Warner. “Our infrastructure the business park where include SLU (Sub-Loop- across the country,” said business’s sake’ scenario. focus is superfast and he then worked. Ten years Unbundling) and working Warner. “Making best use That’s what makes Glide ultrafast broadband built for later the company has over with Ofcom to drive this of this investment means exciting for me. We don’t just business. We lay our own 50,000 businesses on its capability through the working with channel talk about poor connectivity physical fibre and cabinet footprint and a national industry, enabling the delivery partners to capture as provisions, we are being truly infrastructure enabling fibre network that extends of superfast and ultrafast much of the market as entrepreneurial and disruptive us to provide a service the length of the country. services to businesses. Its possible and helping them to our industry.” n

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in voice assistance but for With one acquisition under its belt use within a telephone and a five year growth plan set system environment.” in stone, The Technology Group The longer-term plan is to triple the size of the has added a strong emphasis company and boost staff numbers to 60-plus as it to its short and long-term approaches the £10 million revenue milestone. “I’m ambitions, according to Managing looking at how to embrace new technologies ahead Director Jonathan Marsden. of the curve,” commented Marsden. “Over the next few months we have some exiting announcements to make. We’re thinking big! ar from being important NHS department,” a victim of the explained Marsden. “That “UC has been the buzzword overpowering cult was a great milestone.” for a long time, but UC&C of technology that is where we want to be. Fconsumes today’s young Securing the PO for an In sectors like recruitment, teenagers, as a mere boy internationally recognised education and professional Marsden took tech-control large film production business services we advocate and harnessed the web’s based in London was another video conferencing, potential for generating turning point, marking the whiteboarding and desktop business. He established company’s first international sharing capabilities. A Jagged Media at the age of deal. “Our technology is key goal is bringing all 17 after spending two years now in 18 countries,” added this into one telephone working on websites and Marsden. “Other step- system that competes with graphic design in between changes include having more Skype for Business. Our school time. Three years non-family board directors relationships with Gamma later he sold the business to which introduced a high level and 3CX, among others, his father who persuaded of corporate professionalism have served us well.” Marsden to run the telecoms and enabled us to acquire systems sales operation he our first business in October Jonathan Marsden Three years ago The had set up. Marsden then 2017, Hertfordshire company Technology Group created its secured his first £100k- Exchange Comms.” own private hosted platform plus deal with the AA at Our priority is to identify working closely with 3CX, 21 and went on to build Expansion mode enabling it to offer a fully and sell three businesses. To support this acquisition potential acquisition targets managed service. “This took The Technology Group us over the 100-plus user His determination to win opened a local office in identify potential acquisition must be professional,” market which requires a deals was evident from the Welwyn Garden City, adding targets and cross-sell to noted Marsden. “It took certain amount of technical outset. At 15 he built and to existing bases in Leeds and newly acquired clients,” said almost a year to put in capability in-house alongside sold a website to Persimmon central London. Seeking more Marsden. “But the challenge place the HR aspects of the significant investment,” Homes. Retaining youthful expansion, Marsden expects as you evolve rapidly is business, including employee explained Marsden. “This looks, at 19 Marsden pulled to generate over £4 million managing change, so we handbooks and core value fundamental change has the proverbial wool over revenues this year and is work with the management wheels. Now we’re aiming been pivotal to growth. From prospects’ eyes by concealing targeting £6 million in 2019 team to ensure that as we at achieving Investors in a portfolio perspective we his own with fake glasses through organic growth and scale we’ve got the processes People accreditation. plan to establish our own that made him look ‘older another acquisition that will and foundations in place development teams to create and geekier’. With equal help boost customer numbers to grow at the right pace “We’ve also planned out the bespoke mid-to-enterprise boldness The Technology to circa 1,000. The company with a coherent strategy.” next five years which gives sized solutions as we get Group was founded in 2011 currently has over 420 clients us a clear view of our future more vertical. We will all by Marsden, his brother across four continents, and a Staff numbers almost direction. On our roadmap need to customise products Richard and father David. staff headcount of 30 which doubled in the past year as are exciting technologies to prevent commoditisation “We quickly won two key will be increased to support a middle management layer that Google, Amazon and in the marketplace and deals, one of them with an growth. “Our priority is to was introduced. “Everything Microsoft are pioneering remain competitive.” n

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Simple, affordable, reliable, fair connectivity for everyone. talktalkbusiness.co.uk/partners 0800 954 0764 BUSINESS MATTERS Comms sector produces ‘vintage’ quarter

Philip Carse, Analyst at Megabuyte.com, reports on the trading performance of leading companies in the comms space during the last quarter.

his was a vintage B2B, fibre to the tower quarter for Telecoms and fibre to the premise. & Networks corporate activity, including In a move that transforms Ta spate of fibre-led deals TalkTalk Business into a (CityFibre take private, wholesale-only operation, Infracapital taking control of TalkTalk agreed heads Gigaclear and advancing its of terms to sell its direct FTTP JV with TalkTalk, and B2B business (comprising private equity investment 80,000 SoHo, SME and in Community Fibre); a enterprise customers) to conferencing merger (LoopUp Daisy for £175m, with target and Meeting Zone) combined completion the end of this with an equity fund raise; month. The asset accounts a major private equity deal for 17% of TalkTalk B2B (GCI) and several smaller revenues – about £100m deals (Excalibur, Luminet – and EBITDA of about Philip Carse and Natterbox); an inbound £25m, almost doubling acquisition of a UK company the direct element of With the latest accounts MBO. Maintel fell to 41, raise, though the latter is (thevoicefactory); a proposed Daisy’s SME business. from connectivity players impacted by a tough 2017. down 37% over the last 12 major customer base deal Exponential-e and M24Seven Last, and least, telecoms months, the main faller and (Daisy/TalkTalk); and bolt-ons It was generally a solid maintaining their strong exchange provider Trilico just ahead of BT’s -34%. for well established players reporting period for the Megabuyte Scorecard (previously RouteTrader) (Sabio, Chess, Wavenet and UK’s smaller telecoms ratings, the top of the peer entered the Scorecard with This underperformance is Arrow). Non-UK deals of players with highlights group continues to be led a table-bottoming 18. reflected in declining current interest include Vodafone’s including connectivity by investment bank cum year valuations at a time of proposed acquisition of (Exponential-e, CityFibre, telecoms reseller Bistech, Mixed performances strong software valuations, some Liberty Global interests MLL, , Interoute, followed by three connectivity The Telecoms & Networks though the difference in continental Europe and M24Seven and Luminet); players, M24Seven, Ask4 and peer group had a poor last between software (20.2x the German IPO of hosted contact centres (Sabio and Exponential-e. The biggest quarter in share price terms, EBITDA) and ICT (10.4x voice provider NFON which IP Integration); CRM/voice improver this quarter was dragged down particularly EBITDA) has reduced slightly is active in the UK. integrators (Cloudcall and also a connectivity player, by travails at BT (-15%) and over the last quarter – but Natterbox); and business MLL Telecom, though its (-18%), with a with Telecoms & Networks CityFibre recommended comms providers (Gamma, score remains well below the 9% decline versus +2.4% for on a lowly 6.4x. Most of an 81p per share/93% Charterhouse, Adam Phones, peer group average at 43 the Megabuyte All-Share and the quoted telcos are in the premium/£538m equity bid Maintel, Adept Telecom and on cash flow metrics, while 6.1% for the FTSE All Share. 6-10x current year EBITDA from a consortium of two Redcentric). As usual, the last Charterhouse improved to In contrast, CityFibre gained range, the outliers being BT funds: Antin and West Street quarter was a tougher time a well above average 59. 91% on its recommended (4.2x), Gamma and Telecom Global. Founder and CEO for the big boys (BT, Virgin, take private, conferencing’s Plus (14.5-15.5x), and Greg Mesch told us that Sky, TalkTalk, Vodafone, O2 Significant fallers include LoopUp (+42%) benefitted CityFibre’s 7.5x revenue. n CityFibre will be better able and 3UK – also including contact centre specialist IP from strong investor demand IS Research publishes www. to execute its plan away a spectrum auction). We Integration to 29, weighed ahead of its MeetingZone megabuyte.com, a company from public markets, while witnessed continued down by margins and cash acquisition and related fund analysis and intelligence also highlighting that the strong growth from the conversion, while its peer raise, Cloudcall jumped service covering over 600 company is experiencing non-UK listed UCaaS Sabio maintained a below- 24% on results and TalkTalk public and private UK strong demand across all providers (RingCentral, average 42 due to the (+10%) was boosted by its technology companies. four verticals – public sector, 8x8, Vonage and NFON). cash impacts of its 2016 balance sheet-repairing fund [email protected]

22 COMMS DEALER JULY 2018 www.comms-dealer.com ENERGY UPDATE in association with Energy puts wind Comms sector produces ‘vintage’ quarter in Ocean’s sales

THE move into selling energy from the Fidelity offering and services has been a breeze for success has been rapid. COMPANY NEWS ROUND UP Suffolk based Ocean Telecom, one of the leading providers of “We have had an excellent communications products and response to date and the FluidOne’s new CEO 3% at £101.8m). However, update on what turned out telecom services in East Anglia. take up has been higher elaborates on fresh Redcentric also warned that to be a flat year to April than expected in the first few growth opportunities revenues and EBITDA for the 2018, implying circa £15m Ocean specialises in creating months,” said Ecclestone. With his feet now firmly year to March 2019 will be EBITDA on £110m revenues, enhanced ways of working “Our newest sales recruit has to help businesses become certainly taken to the new under his new desk, Russell 5% and 10% below previous as weak mobile offset good more efficient and provide challenge with enthusiasm and Horton, the newish CEO expectations due to a public growth in IT services and their customers with a better a good degree of success. of Rigby Group-backed sector colocation customer particularly cyber security. experience. That’s why adding network specialist FluidOne loss, some weakness in energy supply to his company’s Ocean is operating its new (formerly Fluidata), revealed new business sales, and to Arqiva continues to grow portfolio was a simple energy business under the decision for sales director Giles company banner, but has his plans for the £27m the start-up costs of the FCF but no IPO update Ecclestone. added a section cleverly revenue organisation. Given significant recent public Macquarie and CPP-backed titled ‘Ocean Energy’ on the the company’s network sector HSCN win. Analyst broadcast and comms “I attended the Comms company website. aggregation platform and forecasts have come down infrastructure provider Arqiva Dealer MiVaD conference differentiated products, the to around £99.5m revenues reported results for the nine last year and had a meeting “It is early days, however it with Jason Fernyhough from has been an excellent start revised strategy involves and £17.9m EBITDA, both months to March 2018, with Fidelity Energy. He convinced to what will hopefully be a broadening the addressable down about 2% on 2018. EBITDA increasing 10% to me it was easy to start selling long standing and mutually market through selling £387m on revenues up 2.9% energy services and a year on, successful business relationship to smaller resellers and Muller cornered, debt at £722m, or more like 4% I have to say he was right! for many years to come. I having more product to being refinanced, organic growth net of the Fidelity made it very simple for believe that Fidelity has an us to get going and energy excellent concept and can cross and up-sell. He also Riley in charge sale of the Wi-Fi business to is relatively easy to sell once deliver it in a responsive and reaffirmed guidance of a In a flurry of announcements in 2016. Despite you get in front of a potential supportive manner. one third growth in EBITDA Daisy released headline year an outlook of continued customer. this year to £3.2m. to March 2018 numbers EBITDA growth and faster “We have a field based account “I think the opportunity is an manager, Zack Wootton, who (revenue and EBITDA of FCF growth from declining excellent addition to the other has delivered training sessions Telecom Plus details £684m and £127m) and capex, there is no fresh news communication services we in our offices to the sales staff a mixed year reiterated FY19 guidance on the company’s corporate offer, further cementing our face-to-face and helped set-up LSE-listed multi-utility (of £700m+ and £140m+), plans following the pulled customer relationships.” Fidelity’s portal access. Zack is provider Telecom Plus has announced the departure London IPO last November. well supported by an in-house Ecclestone believes most accounts team that help with detailed full-year to March of CEO Neil Muller, with customers have very little quotations and advice for the 2018 results in line with founder and Chairman Matt Ofcom comes up with same loyalty to their existing energy sales team where needed. April’s update, with adjusted Riley taking back day-to-day answer on spectrum fees supplier and therefore if the pre-tax profits up 1.8% to operations, and outlined a The long-running saga of deal offered is competitive they “Any telecoms business £54.3m on revenues up planned refinancing. What mobile annual spectrum fees are very receptive. Ocean’s sales that sees energy supply as a representatives have analysed diversion from its core business 7.1% at £793m, with profits hasn’t been said by the for 900MHz and 1800MHz their existing customer base to are completely wrong as it’s impacted by a 17% increase company, but which is almost spectrum continues with highlight those customers they entirely complementary,” in staff costs due to customer certainly the catalyst for the Ofcom announcing new feel are most likely to benefit added Ecclestone. service investments. As Muller exit and refinancing, proposed rates, after rates ever, the company’s outlook is that Daisy has pulled its set in 2015 were subject to is in the hands of energy planned sale process, with a successful legal challenge. markets, competition and quite significant implications The long and short is that the Any regulation, with a relatively for UK telecoms M&A. new proposed rates will cost telecoms business wide guidance range of £55- the four MNOs an estimated 60m adjusted pre-tax profits Chess deals almost like £210m in April 2018 prices that sees energy depending on the timing buses as adds Frontier versus the original £195m supply as a of new energy price caps. and StoneHouse in March 2013 prices, diversion from its Business comms and IT coincidentally (or not!) the Redcentric warns on provider Chess made two same in real terms adjusted core business are public sector colo loss acquisitions – Frontier Voice for the CPI. However, a completely wrong and HSCN start up costs & Data and StoneHouse reweighting from 900MHz as it’s entirely AIM-listed managed IT service Logic – with deal financials to 1800MHz fees means that provider Redcentric issued a undisclosed. Executive Vodafone and O2 would pay complementary. trading update, reiterating an Director Richard Btesh said 4% less while EE and 3UK in-line year to March 2018 the two deals collectively would pay 11% more. The (consensus expectations add about £8m revenues fees represent 4.2% and are for EBITDA up 6% at and £1-1.5m EBITDA post 8.3% of estimated industry £18.3m on revenues down synergies, and provided an EBITDA and free cash flow. n To advertise in contact The Sales Team on 01895 454411 GILES ECCLESTONE, OCEAN TELECOM www.comms-dealer.com COMMS DEALER JULY 2018 23 MARKET REVIEW Industry set for AI-fest

she stated. “AI is not a When something sounds too good technology solution, it is a customer experience tool to be true it probably is, but there is and as such there should be nothing artificial about the prospects collaborative engagement between operations for AI in the contact centre. and IT with operations leading the project.”

Corfield also noted that AI encompasses emotional intelligence, machine he rise of AI in ‘trial’ or ‘try’, indicating learning, system of things the contact centre greater interest in a free trial and customer analytics, and will lead to a new of the solution. Machine this wide scope means that generation of learning algorithms can also use cases for AI in contact T‘supercharged agents with help to detect anomalies centres is varied. “The additional skills’, according and alert call centre agents primary reason for using AI in to 8x8 Vice President of AI when the agent-to-call the contact centre is to serve and Machine Learning Ali ratio is low, enabling transactional, predictable Arsanjani. “AI will never humans to take action.” interactions in order to overturn the wealth of reduce the requirement for human experience and AI also resolves the issue costly, unnecessary human of customers being passed customer insight that Nerys Corfield communication,” she added. contact centres have built between multiple agents, over decades,” he said. pointed out Arsanjani. “AI “Due to the significant “It will augment human is helping agents to be Contact centre platforms commercial gains and insight with deep and more relevant and respond enable AI and bots to be AI is not a changes to customer speedy data analysis.” to calls quicker,” he added. deployed but they do not engagement models, AI “With intelligent call routing always power the underlying technology is set to become far more Contact centres will be the caller can automatically AI agent, observed Yin. solution, it is mainstream in the call centre empowered to provide a be identified along with “In the longer term we and this presents both more personalised approach their reason for calling and see our partners bringing a customer challenges and opportunities. to boosting the customer connected by AI directly best in breed AI scripting And with Google, Microsoft experience with AI through to the right expert to deployment specialists to experience and others in a race to a combination of sentiment resolve their call first time. the table to complement the become AI-first there is plenty analysis, engagement context AI can also automatically contact centre platform,” tool to suggest this next leap in and customer value, noted show detailed information he added. “They will also engagement models is going Arsanjani. “Traditionally on previous interactions add value in their expertise, to strength, and while the to become commonplace it’s been difficult to make and a complete customer recognising which markets technology continues to be soon, with the slowest sense of the volume of history while the caller and industries can leverage deployed and used heavily adopters taking the hardest voice data produced by is on the line, enabling the technologies best across most segments, it hits to their bottom lines. a contact centre, but AI- agents to handle their query and the most appropriate is still in its infancy.” enabled natural language quickly and efficiently.” approach to integrating “There will always be a capabilities – through and deploying them.” AI is not an adjunct piece place for voice. I still go to both language processing Despite all these upsides of intelligence, it should contact centres where voice and speech analytics – is we have only scraped the Simple use cases be an integral part of the represents 93 per cent of helping businesses analyse surface of AI’s true potential, It is important to think of AI customer journey with a clear all contacts, but consumers customer interactions for according to Daniel Yin, as a tool that adds benefits, remit, noted Nerys Corfield, are generally looking for an both sentiment analysis and Head of Product EMEA at not simply as a way to Independent Contact Centre easy frictionless experience, keywords identification, RingCentral. “We will see automate digital agents, Consultant working with and AI deployed correctly as well as mining them entirely AI-based user flows believes Yin. “While the idea Unify. “There are many will deliver on this demand. for customer insights,” become more common, of fully automated agents examples of poorly deployed Provided there is a powerful he commented. more lifelike, and more is powerful and can deliver AI because scenarios have tool accessing the knowledge able to satisfy complex great savings for businesses, not been explored properly, library, or using machine “For example, in the event tasks, allowing humans there are so many other, benefits have not been learning, then AI is always of a product launch a high- to perform the highest simpler ways that AI can clarified and the impact on going to be quicker and more tech company may notice value and most complex add benefits,” he explained. both customers and agents effective than a human.” n an increase in the words interactions,” he stated. “AI will go from strength has not been mapped out,” See pages 36 & 50

SPONSORS THE THE COMMS NATIONAL AWARDS 2018 ENTER RESELLER OF THE 11TH OCTOBER / HILTON PARK LANE / CNAWARDS.COM NOW!! YEAR - SME 24 COMMS DEALER JULY 2018 www.comms-dealer.com CHANNEL UPDATE produced in association with

Secure Implementation of Your IP PBX: What You Need to Know Implementing IP telephony is not without its challenges, concerns and obstacles. Although the move towards IP-based solutions is inevitable, many business and I.T. decision makers find the various considerations and the overall transition for administration and end-users a daunting task.

ne major concern, that close attention to highly privileged Although it’s important to choose a holds companies back from user accounts and should instill software solution that is secure, if Omaking the jump, is that of the significance of choosing the network is left vulnerable security, and whether entirely secure passwords that are attacks can still occur. With regard IP-based communications systems regularly updated in all employees. to infrastructure security measures, can be sufficiently protected in network segregation can often help order to avoid the potentially 3CX automatically generates simplify complex networks and devastating effects of VoIP hacking highly secure passwords by improve security. With a segregated and data leaks. default when new extensions are network a breach will remain created. However, administrators localized and not affect other parts Simple Measures, need to be proactive in the battle of the network. However it is Big Results against hackers by periodically important to note that different The security challenges relating to reviewing and changing types of businesses will have VoIP solutions are similar to those passwords. Further to this, the different requirements from their Secure SIP & Secure RTP “black boxes” and forget about facing any other internet rights to connect to the PBX PBX and these require their own VoIP traffic is split into two parts. them, leaving serious security application or service. However, outside of the local network can tailored solutions. The signalling, which contains holes. Relying on a customised with careful management, an IP be restricted to only those information on the call setup operating system often bundled PBX can be equally as secure as employees that need it. Special care should be taken on including when the call started and with an appliance-based PBX is an analogue system. One easy which ports to allow on the ended, as well as the numbers extremely dangerous. These way for hackers to gain access to Insecure Network = firewall. If you know that you dialed. The second part contains operating systems are often not the IP PBX server and SIP Insecure Software should not be expecting connec- the voice and video data. However, updated when new security vulner- accounts is at the authentication Software and network tions to come from a specific IP both need to be encrypted in order abilities become known, and will layer by guessing weak passwords infrastructure security measures address range or from a group of to create a secure connection. To leave a business vulnerable to or stealing log-in details. Once a must work hand-in-hand in order countries, you can use firewall protect the signalling, the attack. These attacks can hacker has achieved access to the to achieve a fully secured VoIP block rules to prevent connections information should be encrypted potentially not only affect the PBX system they can commit toll fraud, solution. Software measures are from these countries. using Secure SIP (TLS) protocol, itself, but could be used to launch running up large phone bills extremely important in securing an while the voice data should be attacks on the network. against unsuspecting companies. IP PBX. 3CX includes an Businesses should also employ host encrypted using Secure RTP (SRTP). anti-hacking module which stops intrusion detection systems, as As an additional layer of protection 3CX can be run on Windows, Linux Most modern IP PBX servers can hackers getting access to an these will help system adminis- 3CX mixes the signalling and voice and in the Cloud. By working with be configured through a web extension and prevents attacks trators to identify possible attacks data and transmits it as one, this popular cloud providers such as interface. Whilst practical, it is such as, brute force attacks, before it is too late. A host-based makes it far harder for hackers to Amazon and Google, you need not very important to choose a strong dictionary attacks and DOS intrusion detection system can be sniff out information and also worry about the security of a password. Leaving default attacks. The system will also block useful in identifying attacks on a bypasses man in the middle hosted solution. Deciding to go passwords in operation would be IP addresses from which the targeted system by analyzing log attacks. on-premise? In assessing your asking for trouble therefore it is of attack originates to prevent repeat files, event logs and file system network’s overall security, and by critical importance to ensure VoIP attempts. In addition, with 3CX it modifications. Another way of Hosted or On-Premise? making use of 3CX’s advanced security, by setting strong, unique is also possible to limit outbound detecting network based attacks on With 3CX’s Software PBX, features, you will have a reliable passwords during installation. calls by asking users to input a an IP PBX system is to monitor on-premise and hosted solutions and bulletproof system that can be Attackers are known to actively pin code before they dial out, network usage to spot unusual are equally secure, without having safely accessed by employees and blindly target these services adding another layer of security. network activity. Certain attacks, to compromise on UC features. wherever they are. by launching brute-force attacks Extensions can also be blocked such as password brute-force What businesses should be wary of on common usernames on the from making outbound calls attacks, are known to create a is choosing an appliance-based Try 3CX for Free for 1 system. Businesses should pay outside office hours. large amount of network traffic. PBX. Too many businesses fit these Year: www.3CX.com

www.3cx.com +44 (0) 203 327 2020 [email protected] www.comms-dealer.com COMMS DEALER JULY 2018 25 BUSINESS PROFILE The only way is Leeds

Ask Lily Managing Director Chris Morrisey how to catalyse growth and lift your business, and he would say relocate to Leeds. Here’s why...

aving sniffed the At the spine of this process Leeds air Lily upped is Lily’s Strategy for Success sticks in November (S4S) grand project, launched 2017 and moved in August 2016. It’s a Hout of its Bradford office framework that sets out the which could no longer company’s vision, success sustain the company’s factors, values and culture, growth ambitions, was and is designed to help counter-productive and push the firm past the £10 lacked glamour. According million barrier. “S4S channels to Morrisey the relocation the company’s aspirations Chris Morrisey was long overdue and and stimulates activity, it’s protracted, but the shift productive, sustainable and to Leeds quickly unlocked puts all staff in one place Massive investment in Leeds by the Lily’s capacity to grow. “We singing from the same song struggled to recruit the sheet,” explained Morrisey. Government and businesses is transforming right quality of people in Bradford,” stated Morrisey. “It communicates with clarity the city into a primary tech hub in the north “But we now experience what we want to achieve great candidates keen to and asks people to play per cent of growth businesses marketing solutions, and factor that’s also reflected work in our attractive office their part. The document in the UK. Its natural we’re even establishing in the company’s ‘I’m a and have already employed outlines our critical success stomping ground is the SME a relationship with the Succeeder’ incentive which is 20 people since moving. The factors and encourages staff sector, although a small refurbishment company,” open to all staff and rewards relocation is a massive step to perform and ensure we number of corporate clients said Morrisey. “This builds those who go the extra up for the business, putting meet our goals. It defines us, exist, and Morrisey hinted at on our CRM solutions, suite mile with a VIP trip. Nine us on the map in Yorkshire.” our approach, guides and plans to establish a channel of energy products, mobile Succeeders are jetting off motivates staff and keeps partner network as he seeks proposition and the IT to Ibiza this month, another As organisations grow, the us focused on a day-to-day expansion in new areas. division. SMEs want a partner destination of their choice, scope for free collaboration basis. S4S is the backbone that can deliver all solutions.” the other being Leeds. between staff and their of the business, enabling Diversification ability to make clear and great people to follow a The growth that Lily Lily has also developed According to Morrisey, what swift decisions dissipates, common cause. It’s the recognises now is based on a remarkable habit of Leeds can offer growing but Lily’s response to this is most important initiative turning out everything that’s bagging industry awards businesses should not be to encourage and maintain we have ever followed.” needed to run the business – 26 collected over the underestimated, and if always-on communication. itself. The product strategy last five years to be precise more companies followed To this end the two-floor During the past three years is defined as much by new – all recognising Lily’s his lead the north-south 6,000 sq ft building has Lily has generated year-on- circumstances as the usual achievements in delivering tech divide and regional been designed to facilitate year growth of 35 per cent, response to the requirements effective ICT solutions and imbalance weighted towards all-encompassing inter- introduced new products of the market, its portfolio marketing campaigns, London and the south would company communication and services, boosted its having been diversified as a and for providing staff change overnight. “Massive with wallboards and screens headcount and won a pile result of the move to Leeds. with a cutting edge work investment in Leeds by the that encourage collaboration of industry awards. Just five “On relocating offices we environment and offering Government and businesses including the use of company years ago Lily was in the sub- saw that everything we customers high levels of is transforming the city into video comms. Staff energy £1 million revenue category, consume as a business we service. The stuffed trophy a primary tech and creative is also directed into activity but Morrisey expects £7.5 could sell direct, from door cabinet is emblematic of a hub in the north,” he that creates a sense of buzz, million this year, placing the phones, IT infrastructure, theme that runs to the core stated. “The optimism and belonging and purpose. company within the top five desktop support, AV, business of Lily’s ethos – success – a opportunity is tangible.” n

SPONSORS THE THE COMMS NATIONAL AWARDS 2018 VENDOR SOFTWARE ENTER APPLICATION 11TH OCTOBER / HILTON PARK LANE / CNAWARDS.COM NOW!! CATEGORY 26 COMMS DEALER JULY 2018 www.comms-dealer.com THE ULTIMATE AWARDS AFTER PARTY Sponsored By

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In another industry first, we are delighted to publish an ABC (Audit Bureau of Circulation) certificate for Comms-dealer.com showing that between January and December 2016, the website attracted a monthly average of 14,981 unique Browsers.

To click with the ICT channel online and reach this audience, call us on…. 01895 454603 www.comms-dealer.com COMMS DEALER JULY 2018 27 THE COMMS NATIONAL AWARDS 2018

11th October / Hilton Park Lane / cnawards.com

The UK comms industry’s biggest ENTRY DEADLINE JULY 27th 2018 and most prestigious recognition programme has been activated…

Now in their 17th year, the Comms illustrious Entrepreneur of the Year Award. National Awards is the ICT channel’s most respected and coveted prize and now’s the With past hosts including, Jimmy Nesbitt, time to power up your involvement. Ronnie Corbett, Patrick Kielty, Rufus Hound, Hugh Dennis, Stephen K Amos, Sponsored by 9 Group for the sixth Michael McIntyre and Vernon Kay the successive year and independently judged entertainment as ever will be top drawer. by a panel of industry experts, The Comms National Awards recognises quality across This powerful combination means the the channel spectrum with awards in both Comms National Awards is the ultimate reseller (customer solutions) and vendor evening for the ICT channel to gather (service to the channel) categories. We will together, recognise excellence and again also acknowledge the contribution innovation, network with industry friends made to the ICT channel by one special and colleagues and, of course, have some individual who will be presented with the much-deserved fun!!

9 MAKE IT A STRAIGHT SIX BY TAKING POLE POSITION AT NATIONAL AWARDS

This year’s Comms National Awards, to be held at The Park Lane Hilton, London on Thursday 11th October, will be sponsored for the sixth successive year by leading service provider, 9 Group. According to Marketing Director, Mark Saunders, there was not even a moment’s debate around renewing the service provider’s commitment to the event, which is the unquestioned highlight of the awards calendar. “Last year was another memorable evening and it’s wonderful to recall how welcome our brand ambassador, Josh Webster, was made to feel by everyone in the hall as he opened the event, ably supported by a hugely amusing host, James Nesbitt. Saunders believes the standard of award entries will improve once more, meaning the judges will again face the unenviable task of separating them. “If you win one of these awards, you really can legitimately claim to be the very best at what you do and I look forward to seeing a healthy mixture of familiar and new faces on the podium this year. “I hope the channel’s top people will be there to enjoy the very best night out in our industry and will enter as many categories possible to showcase the incredible range of talent that this industry should so rightly boast about.”

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28 COMMS DEALER JULY 2018 www.comms-dealer.com AT WWW.CNAWARDS.COMENTER NOW SEE THE FULL CATEGORY LIST INCLUDING NEW AWARDS ON PAGE 35

A WORD FROM OUR SPONSORS...

Business Category Vertical Market Solution Telephony Category Category

Vincent Disneur Justin Blaine Head of Sales & Kevin Boyer Channel Sales Manager Marketing Managing director Union Street NTA IPNetix Ltd “NTA is proud to yet again be a sponsor at this year’s “Union Street’s channel strategy focuses on “IPNetix Ltd have sponsored the CNA awards since Comms National Awards. The awards are recognised developing innovative software solutions backed by 2014. This event is the highlight on the calendar as one of the most prestigious within in our industry comprehensive support, training and consultancy because it brings together the channel to celebrate and this year we are sponsoring the Business Awards services. Encapsulated by our company strapline, our mutual efforts and is also the predominant Category. There are a number of new awards in this ‘powering your potential’, this approach enables channel awards of the year. Winning here really is a category including ‘Best New Innovation’ and ‘Best our partners to leverage maximum value from special achievement and the CNA team always deliver Business Growth’ to recognise enterprising and forward- our solutions. It’s a great honour to be sponsoring an event to match the quality and breadth of the thinking businesses in our community which we endorse this year’s CNAs, an event which like ourselves, participants. wholeheartedly. encourages and celebrates excellence within our industry. At last year’s CNAs it was extremely “IPNetix operate a channel-only sales strategy “All of the NTA staff would like to take this opportunity to gratifying to see so many Union Street partners delivering expert professional services to our wish all entrants in all categories the very best of luck. collecting awards for their efforts. On behalf of myself partners, this event is a pivotal point in the year The CN Award finals night is a highlight of the industry and team UST, I’d like to wish the very best of luck to where we celebrate our joint success.” calendar and we look forward to seeing channel friends all this year’s entrants.” and colleagues and celebrating success on the night.”

Distribution Category Hospitality Sponsor Reseller of the Year – SME

9 MAKE IT A STRAIGHT SIX BY TAKING Paul Taylor Alp Kostem Garry Growns Sales Director Head of Channel Sales Sales Director POLE POSITION AT NATIONAL AWARDS Voiceflex Exponential-e Daisy Wholesale “Voiceflex is delighted to be sponsoring the “Exponential-e is delighted to be sponsoring the “Entering the prestigious Comms National Awards not Distribution Category at the Comms National Awards, Comms National Awards again this year! We see only brings together great individuals and companies, the event has grown in stature over the years and great value in these events and we’re really excited to whilst showcasing businesses’ successes, it allows is firmly established as the go to event within the be attending. The Channel Community is a huge part you to acknowledge the hard work, talent and industry. Voiceflex is all about the channel, we are of Exponential-e’s make up and the fastest growing determination of your teams. At Daisy Wholesale, we one hundred percent channel focused, if you haven’t business unit internally year on year so it makes believe the SME sector has huge potential which is looked at our applications in a while, it’s worth a absolute sense to sponsor one of the biggest channel why we are proud to support our fantastic partners call. Voiceflex is leading the market with simple but events of the year. and the channel by sponsoring the SME Reseller of effective WebRTC applications such as click to call the Year category. This is your opportunity to reward and click to call me.” “This event shows recognition to those hard-working the people that make your business a success, so teams, companies and some outstanding individuals grab it with both hands and get your entry in now.” who truly deserve to be rewarded. It would definitely be worth entering and, on behalf of myself and the team at Exponential-e, we wish the very best of luck to all this year’s entrants.”

Nigel Sergent (entries) Simon Turton (sponsorship) 01895 454 411 01895 454 603 07712 781 106 07759 731 134 ENTER NOW! [email protected] [email protected]

www.comms-dealer.com COMMS DEALER JULY 2018 29 BUSINESS PROFILE Woodhead: A vociferous force for good

Simwood Managing Director Simon Woodhead continues to expose the industry’s ‘dirtiest secret’ – the hidden facts about poor privacy and protection that he says some service providers prefer to keep to themselves. Meanwhile, the company’s winning formula for secure voice solutions in the finance sector has sparked a wave of growing interest.

imwood’s secure voice solutions continue to gain appeal in the finance Ssector with interest greatly boosted by the General Data Protection Regulation (GDPR) which came into force in May and the requirement for finance firms to be PCI compliant. “Our strengthening presence in security has prompted a big increase in enquiries about the applications we build and bake into our network for these Goliath financial institutions,” commented Woodhead. “We’ve been quick to respond to GDPR.”

One of Simwood’s prime goals is to combat security threats and tackle privacy issues at their roots – and do so quickly as a vocal force for good. So it’s no surprise that the company’s proactive approach has gained traction Simon Woodhead in the finance sector where secure voice is especially critical. Notably, Simwood is in the pipeline for 60 per As an industry we’re deceiving the market by allowing cent of the world’s credit misplaced presumptions on privacy and security to persist card transactions and its success in providing secure telephony solutions has doing a lot of work in this being entrusted with assume they get from ‘me One of the latest examples generated ongoing interest space for our financial guarding their customers’ too’ organisations is largely of Simwood’s good practice from organisations seeking ultimate end users.” security. Meanwhile, most non-existent. With more in exposing what it believes a watertight response to the organisations are oblivious to education, every business to be the industry’s dirtiest threat of voice related fraud. Exposing malpractice the risks they face through in the UK will be outraged secret is a new book written His mission is to enforce no fault of their own. “As an about the total absence by Woodhead himself which “Telephony is a key tool in encryption and put a industry we’re deceiving the of protections from most spills the beans on the the fraudster’s arsenal for spotlight on the important market by allowing misplaced service providers. They’ll sorry state of privacy and unrelated crimes such as and gritty issues that, he presumptions on privacy be looking for providers protection in the marketplace credit card fraud,” stated says, many other service and security to persist,” said that can fix that, backed and reflects his pioneering Woodhead. “So for the providers prefer to keep in Woodhead. “The privacy and by carriers that know what work and experience last two years we’ve been the dark – despite them protection that customers they’re doing and care.” around telephony related

HEADLINE SPONSOR THE COMMS NATIONAL AWARDS 2018 ENTER 11TH OCTOBER / HILTON PARK LANE / CNAWARDS.COM NOW!! 30 COMMS DEALER JULY 2018 www.comms-dealer.com Woodhead: A vociferous force for good

fraud. Called ‘Speaking using a consistent model. Woodhead. “This can give up on Telephony Risks’, This is fair, transparent, and objective data to support any the book speaks volumes reflects how we need to case to move to Simwood, about Woodhead’s mission operate at each level.” or upgrade service levels, to persuade organisations so we can all be dealing (including service providers Woodhead noted that with facts,” he added. Buy DSL, FTTC and carriers) to care more decision makers who are about encryption and the familiar with Simwood Putting facts centre stage is security risk landscape. understand its model, also reflected in Simwood’s or FTTP from along with the variables expanding conference The work also aims to and upsides including speaking tour which has FluidOne and educate end users about intangible value adds, but entered a new domain of the privacy and security recommendations to use intensity and reinforces challenges that sit right under Simwood often fall foul of its position as an industry get the first their noses, which is why the CFO’s lack of knowledge activist, campaigner and Simwood has sent the book and insight into the pioneer on the UK and month free to all UK companies with a company’s more structured international stage. The turnover of more than £50 proposition. “We’re often company’s counter-cybercrime million. “We want to expose compared on straight price, plans and VoIP fraud insights and cashback the risks they face that not usually per minute for the top were keynoted by Associate all providers share,” added few destinations, with our Director Ross McKillop at Woodhead. “We’ve built the SOCEX conference in at month 12* many solutions to assist in Reading on May 15th. At identifying where telephony With more the same time, Woodhead is being misused and would education, took his message on network welcome conversations architecture, specifically his with service providers.” every AutoPilot technology (which enables a container to self- Because nothing is more business in describe and self-manage, dangerous to a network’s and run the same anywhere) integrity than misconceptions the UK will to Kamailio World in Berlin. Exclusively available to about the effectiveness of be outraged its privacy and protection Woodhead then keynoted at FluidOne Partners Simwood has also made about the CommCon 2018, the UK’s the book available to primary open source real- other interested parties total absence time comms conference on that meet the company’s June 25th-29th. Followed by criteria. Woodhead’s mission of protections an appearance at ClueCon BECOME A PARTNER TODAY to deal only in facts that in Chicago (a developer’s counter false assumptions own values ignored and the conference hosted by is also evident in a new tool absence of stealth charges the team behind the developed by the company lost in the detail along FreeSWITCH open-source – that overcomes objections with the granularity of our project) on July 23rd-26th. Trusted partnership, delivered by experts from internal approvers breakouts,” said Woodhead. such as price-obsessed CFOs “Many of these instances are “Simwood has long directed who are not familiar with resolved by educating the energy at conference Simwood’s multifaceted and CFO but we don’t always appearances and built a granular charging structure. get the opportunity.” reputation as a creative hub of innovation and a Approvers may unwittingly A tool created by Simwood vociferous champion of base their buying that rates CDRs from important causes such decisions on straight price other carriers exposes the as combating VoIP fraud comparisons, missing a trick advantages of its more and exposing widespread in the process. “Simwood has thought out method, misconceptions around 0345 457 3411 never competed on price,” returning a spreadsheet that security, privacy and newpartner@fluidone.com stated Woodhead. “We shows breakout by breakout compliance – and how www.fluidone.com offer a choice of rate decks what Simwood would have elements of the industry that suit all customers and charged for calls across perpetuate those falsities,” set the rates within them its rate decks, explained stated Woodhead. n *Terms and conditions apply. Get in touch and we’ll build To advertise in you a quote. contact The Sales Team on 01895 454411 www.comms-dealer.com COMMS DEALER JULY 2018 31 MARKETBUSINESS REPORT PROFILE Former soldier risks everything on cloud mission

Vapour Cloud CEO Tim Mercer’s ambition to go it alone proved irresistible and shows us a man with the true courage of his convictions – no matter the risk.

he rise of West Yorkshire-based Vapour Cloud owes far more to the Tcourage and conviction of its founder than can be lauded in this article. It is beyond words. Who else would trade in their wife’s car to help fund a start-up? In hindsight, what was a risky strategy with no back-up plan now makes perfect sense as Mercer puts Vapour Cloud on the road to impressive growth. Indeed, Mercer has delivered what a no-risk approach could not. “In 2013 I sold everything and my wife gave me five years to make it work,” he stated. “Failure was not an option. But I always knew I’d own my own business. I had a knack for spotting a market niche and the drive and passion to make it work.”

From the outset there was no shortage of ambition and discipline to get the business moving. “I needed funding and came upon the Finance Yorkshire Dragons’ Den style tendering process,” explained Mercer. “I pitched the same core Tim Mercer services that we offer today, fuelled by next generation WebRTC capabilities, and was extremely honest in I sold everything and my wife gave me five years to make it outlining the £1 million I work. Failure was not an option required to build a network and make my vision a reality. We attracted third because I’d sold my wife’s provider. But the fact that business communications faith has satisfied a market party investment from car. But organisations slowly these customers remain without ‘baggage and gap. Having experienced Seneca which totals £4 began to trust us with on board today – and they corporate restraints’. “The poor customer service million to date and our their comms infrastructure. have re-signed for a second focus has to be on great delivery within the IT space growth story began. They put their investments term – speaks volumes.” technology delivered with I realised there was a huge on the line by going with even better service,” he opportunity to exploit. I was “The first year was Vapour rather than a more Mercer’s intention has stated. “It sounds simple, also convinced that the cloud challenging, not least established yet traditional always been to provide agile but what began as a leap of revolution was coming.”

THE NETWORK FOR ICT CHANNEL LEADERS THE GLENEAGLES HOTEL 7TH, 8TH & 9TH NOVEMBER 2018 www.commsvision.com

32 COMMS DEALER JULY 2018 www.comms-dealer.com BUSINESS PROFILE Former soldier risks everything on cloud mission

Ever since Mercer embarked turnover by 2020. But while while a risk at the time, want 500 ordinary partners, I on his journey there has growth stats can often define now sees us pick up sizeable want 15-20 awesome ones,” Just a minute with been no clear sign of self- a business journey, according contracts. The market has added Mercer. “If we get our Tim Mercer... doubt because he is rooted to Mercer there is a bigger shifted and clients are next partners right and give in the reality of his own and story around the people he’s seeking cloud-first solutions. them the tech they need to Role model: I’m an ex- Vapour Cloud’s capabilities, recruited, many of whom he They don’t want to work satisfy the requirements of soldier so have met which perhaps makes his has known for a long time, with organisations that their base, the mutual growth hundreds of people I growth projections more including Finance Director just dabble in this complex will be phenomenal. We admire tremendously compelling. “My longer-term Jason Sharp and Cloud space. They want to invest know what we’re good at What talent do you wish aim is for us to become a Director Steve Dempsey. in businesses that live and and we want to help partners you had? To play the guitar £15-30 million recurring “Other colleagues are at breathe this world, and have concentrate on where they What do you fear the revenue based organisation the start of their career but done so all along. Our client can add value. Together most? Being unable to delivering the same services they’ve all got something base is made up of growing we’ll secure the big deals. provide for my children but with a best-in-class special to contribute,” SMEs and blue chip brands We’ve helped generate £2 If you weren’t in comms portfolio that will inevitably commented Mercer, who that are familiar household million of additional revenue what would you be look a little different as we began his own career in the names. I love this mix.” for one partner since 2016. doing? In the Forces develop, test and release new Forces (an experience that There are two huge new with a bonkers role cloud products,” he stated. taught him what it truly Product strategy channel collaborations that like a pathfinder, or means to be a team player). Vapour’s solutions sit under I am keen to reveal to the practical hands-on jobs “We’ve established a 96 per three brand names – Hollr market. But all I can say right What’s the best piece cent net recurring revenue Following a seven year stint (unified voice comms), now is ‘watch this space’.” of advice you have ever rate to date, so our business in the army, including active Sanctm (secure storage and been given? That I’m development model is easy service during the Gulf War, backup) and Tunnl (network Mercer’s strategic planning too spiky to succeed in to maintain. We had a 64 per Mercer took on a number of connectivity). How these policy has to date got the corporate world. cent seed of growth in 2017 sales jobs and in 1996 moved products and services take everything right, so it It’s how you respond to such words that defines and hope to realise 65-80 per into a commission-only role shape and are deployed would be wise to take note you moving forward cent by the end of this year. of where he thinks the That’s if we focus on organic industry is heading. “Digital What possession could growth alone – however we The first year was challenging, transformation is a growing you not live without? My ideas book recently announced a £10 element of our marketplace, million acquisition trail to not least because I’d sold my moving into more secure What’s the biggest risk you accelerate our expansion with services,” he observed. have taken? Selling up and wife’s car. But organisations committing to Vapour a buy and build strategy.” “Unified and multi-channel slowly began to trust us with comms is becoming pivotal Name three ideal dinner Mercer is seeking to acquire a for many organisations, guests: Jack Nicholson, northern IT security company, their comms infrastructure particularly those with Sir Ranulph Fiennes and George Best for a night ideally with a Microsoft contact centre operations. of incredible stories public cloud speciality for a managed printing differs depending on the The on-premise to SaaS and Partner status, plus a company in London before brief and budget. “We still shift is also paramount, and Industry bugbear? Sales people that focus traditional PBX specialist. heading home in 1999. “I remain true to the services we’re investing heavily in on price-led selling “These two acquisitions secured a job selling data we wanted to offer at the securely recorded video. rather than solutions would bring people, networks with TeleWest,” start – secure voice comms, What possession could technology and a bigger base recalled Mercer. “It merged network connectivity and “Against this backdrop you not live without? My into our business,” he added. to form NTL and then Virgin storage,” noted Mercer. organisations are moving dad’s watch has massive “My priorities are to drive Media. By 2011 I’d worked “That will not change. But away from one-size-fits-all sentimental value growth, aided by our buy my way up to the position our cloud product suites vendors in favour of defined Top tip for resellers? Don’t and build strategy, without of Regional Sales Manager are evolving and becoming sector specialists, which over-commit on what ever weakening service levels. before deciding to go it more exciting. We invest suits us fine. This is why you can deliver nor set We’ll use our investment alone. We took a huge risk constantly, and the breadth our partner-led approach unrealistic targets. Manage fund to fuel product and put everything we had of our offering means we to servicing client tenders is your journey, be honest development and we’ll look into making Vapour work. can now attract clients of currently working so well. and focus on the wins that for more people. Great talent The cloud revolution came all shapes and sizes.” The real potential lies with you really want to achieve is always hard to find. That and a satisfying outcome organisations that place Tell us something about challenge feels extremely real of our achievement is Mercer has also worked innovation at the heart of yourself we don’t know: as we look to the future.” employing a talent-rich team hard over the last two years their roadmap, rather than I like going to the ballet that’s hungry for more. on developing channel just talk about it. Customers Your key strengths: I don’t Mercer now has a team of partnerships, a model that are getting savvier and they give in, I’m a fighter, 31, over 100 clients and has “We were early adopters will be pivotal to Vapour’s don’t accept things at face honest and trustworthy set his sights on £12 million of cloud technology which, future expansion. “I don’t value any more.” n

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www.comms-dealer.com COMMS DEALER JULY 2018 33 NEWS INTERVIEW Horton embarks on new path to growth

Russell Horton’s obsession with business growth continues unabated as he releases the great potential that lies within FluidOne – and his CEO appointment in April means the game is on.

rowth is the road down which Horton has moved throughout his Gcareer. It is a challenging one, but experience and strategic vision have again come together as he puts in place a five year plan that will take FluidOne to £75 million. The company currently generates revenues of £27 million, has 100 staff and over 300 channel partners alongside a direct business that focuses on enterprise customers. “I plan to grow over 10 per cent organically by 2019 and then look for strategic partnerships and acquisitions,” stated Horton. “When I was approached about the role I noted a lack of brand presence in the market, under investment in sales and marketing, particularly in the channel, but great potential for growth.”

Another deciding factor was the parity between how the Rigby Group – FluidOne’s private equity backer – aligned with Horton’s future vision for the Russell Horton business. “My first job was to work with the team and devise a five year strategy,” I plan to grow over 10 per cent organically by 2019 and then he explained. “I launched this at the end of May. look for strategic partnerships and acquisitions Other short-term priorities include strengthening makes them available to December 2015. The two propositions particularly in “FluidOne is well known in the management team, partners and customers with companies merged to form construction, professional the carrier and wholesale launching our Platform One full software control via a FluidOne in October 2016. services, financial services, space but we lack presence proposition to the market – a single in-house developed The combined business offers hospitality, hotels and in the reseller market,” Software Defined Network portal called DASH.” a full range of connectivity, retail. The appointment commented Horton. “I see that integrates cloud, IoT, Unified Communications of ex-Elite Group COO fragmentation increasing broadband, Ethernet and Rigby Group acquired and mobile services, has Horton saw former Chief in connectivity supply in mobile communications Fluidata in March 2015 and 18 data centre PoPs across Executive Piers Daniell the UK, for example with services from every major added mobility specialist its Software Defined become Chairman. Daniell niche providers covering asset owner in the UK, and One Point to its portfolio in Network, and strong vertical founded Fluidata in 2004. certain geographic locations

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34 COMMS DEALER JULY 2018 www.comms-dealer.com Horton embarks on new path to growth

only. This creates an several acquisitions at a opportunity for FluidOne large company that led to Just a minute with THE COMMS NATIONAL as an aggregator building unplanned levels of staff and Russell Horton... out our national network customer churn impacting AWARDS 2018 of data, offering best fit the value acquired,” added Role model: Jonny services per location and a Horton. “I learned a much Wilkinson for his th mix of services and suppliers better approach that I was dedication, focus 11 October 2018 / Hilton Park Lane for a combined solution. In able to use at IP Integration and integrity cnawards.com this, investing in the reseller and Elite Group, which meant What talent do you wish channel is key to growth. we put retaining clients and you had? To have been a Sign up now for the Comms National Awards. There will be a scaling up key staff at the heart of world class rugby player of capabilities in areas such our integration plans and Name three ideal dinner 2018 features a fantastic line up of industry awards to as product management, that way better maintained guests: Jonny Wilkinson, help you celebrate your channel success. software development and grew the value of the I’m a rugby fan and and project management acquired businesses.” 2003 will always stand to create a more robust out in my memory; Tom Vendor Categories support structure.” Growth markets Hanks, a brilliant actor; Connectivity Category and Liz Hurley, she Horton pinpointed cloud, Best Network Award - New would be great fun Horton’s previous experience Unified Communications, Service Provider Category Best Wholesale Service Provider (up to £10m turnover) includes many leadership mobility and the IoT as Your greatest career The Best Wholesale Service Provider (above £10m turnover) roles across the telecoms rapidly growing markets achievement? growth and sale of Isis Telephony Category and IT sectors. His career with a projected five year Telecommunications to Best SME Telephony System began in accountancy in CAGR of over 16 per cent, Vodafone. We had a Best Enterprise Telephony System 1990 and he took his first making connectivity and fantastic team, fun culture Best End-Point or Device job in comms four years later mobile ‘great markets to and achieved great results Best Hosted Telephony Platform joining Securicor Cellular be operating in’. “Software Industry bugbears? Distribution Category Services which grew to £220 Defined Networking and SD Problems with the Best Comms Distributor - New million revenue and 440,000 WAN will have a significant installation of Ethernet Best IT Distributor - New mobile subscribers before impact over the next three circuits and the lack of Application Category exiting to Martin Dawes and years, and as an independent interoperability of IT Best Call Management Application Best Billing Platform O2 in 1998. Horton went with our network core services. I see excess cost Best Security Application - New on to lead the design and already in place to support and timescales in many projects due to this issue Best Partner Portal build of MoBill, an award these services it allows us winning end-to-end web to be at the forefront of Tell us something about Reseller Categories yourself we don’t know? portal, customer care and developments in this space,” Contact Centre Category billing system which added commented Horton. “I I’m a black belt in karate Best SME Contact Centre Solution significantly to the sales value have some exciting product One example of something Best Enterprise Contact Centre Solution of Isis Telecommunications launches to announce you have overcome: Vertical Market Category Management when in the coming weeks. Fear of heights Best SME Vertical Market Solution it was acquired by Top tip for resellers: Over Best Enterprise Vertical Market Solution Vodafone in 2006. “The business opportunity the long-term repeat Cloud Communications Category Best SME Cloud Solution for resellers is strong but purchase clients are more profitable than winning Best Enterprise Cloud Solution Horton then co-founded and they need to build skills and new business, so be Unified Communications Category became Managing Director of capabilities in delivering brave about short-term Best SME UC solution Flexphone. A stint at Daisy as bespoke and personalised margin versus long- Best Enterprise UC solution Commercial Director followed services. Suppliers are term relationships Customer Service Category and in 2011 Horton joined constantly innovating and One thing you could not The Nine Group Customer Service Award (up to £5m t/o) IP Integration where he expanding their solution do without in your job? The Nine Group Customer Service Award (above £5m t/o) gained experience in complex ranges, and customer Excel: I’m a numbers man project engineering and requirements are fast Business Categories Best piece of advice you managed services. In 2014 evolving. The pace of change BUSINESS AWARDS have been given? Always he was headhunted by Elite and complexity experienced Best New Business Win - New start with the end in mind New Group and as COO helped by organisations means there Best Business Growth - Your strengths and what Innovation Award - New grow the UK business from is a great opportunity for could you work on? I lead Best Channel Support Service - New £30 million to £57 million value added resellers to be from the front and have revenue in under four years. the expert and bring together integrity, but I need to Special Awards different supplier services to work on empathy, talk Special Awards Category “A big lesson for me create the right solution for less and listen more SME Reseller of the Year was being involved in each customer.” n Enterprise Reseller of the Year To advertise in DEADLINE FOR ENTRIES 27TH JULY contact The Sales Team on 01895 454411 REGISTER NOW AT WWW.CNAWARDS.COM www.comms-dealer.com COMMS DEALER JULY 2018 35 BUSINESS INTERVIEW AI revolution advances

customer. “But it does mean The key message about the rise that customers must be willing to share data with of AI is that its lead role in the organisations so that they contact centre space is inevitable can be better served,” said Keightley. “This is critical in and truly revolutionary, according an age where data privacy to Avaya’s Solutions Marketing is such a big topic.” Contact centres are the Director Natalie Keightley who face of an organisation, and AI needs to be deployed offers an upbeat assessment of strategically so it is aligned AI’s transformational powers and to the overall customer experience strategy. “AI is its positive implications for the as much an ambassador of brand as human agents,” customer journey and resellers. stated Keightley. “Both need to make sure that the experience is consistent and seamless across all channels rtificial Intelligence in extending the life of the customer uses. AI and is not only a voice channels, pointed humans must work hand in formidable self- out Keightley. “The use of hand to determine which service channel technologies like AI, data type of resource or what Ain itself but also a powerful analytics, IoT and blockchain next steps are best suited to enabler of existing channels, in the contact centre space is a particular interaction.” whether self-service or agent not about how they can be Natalie Keightley assisted. Current chatbots, leveraged for their own sake, It follows that AI should even limited ones, are but how they can better not be perceived negatively already proving useful to the serve the customer,” she said. The missing piece is machine as a disruptive technology customer experience but they “AI is a natural fit to make that will ultimately take jobs have the potential to deliver all channels more convenient, learning, the ingredient that away from contact centre so much more, observed delivering information in agents. “AI will help agents Keightley. “Chatbots are the a way that is simple and puts intelligence into AI find time to do higher primary AI vehicle but the effective. Organisations value, revenue generating, majority of them today are need to support all customer point when a mere chatbot meet the expectations for loyalty promoting, not ‘AI’ in the strict sense of touch points, that includes becomes conversational AI.” convenience that are heaped customer retention type the term,” she said. “They not only new channels like on organisations by their activities,” said Keightley. are mostly linear, scripted chatbots with AI but also AI and chatbots have customers and employees. It “And if resellers can help voice-to-text (or text-to-text) traditional ones like voice.” the capacity to resolve brings self-service efficiencies customers understand what tools that perform a limited unforeseen problems before to customer touch points is happening in their AI- set of predetermined tasks. Chatbot potential they are even brought to a and ultimately creates a driven contact centre and They drive value in specific Most chatbots today are customer’s attention. “These more innovative customer why, that is where they can ways but often hit brick built only with Natural technologies, at the very experience. “AI supports add real business value. walls because they aren’t Language Processing least, have the capability to interactions by presenting programmed to manage (NLP) capabilities. They are minimise customer effort information to the agent, “Right now there is no one- new tasks. To truly transform restricted to a predetermined when first raising an issue,” guiding them through an size-fits all AI solution which today’s chatbots into AI we set of words, sentences, commented Keightley. “The engagement, providing means that – depending on need to plug the gap. The languages and accents and use of this technology also possible answers to issues the customer requirement missing piece is machine create dialogue based around improves the resourcing and escalating if necessary,” – resellers must integrate learning, the ingredient that this. “The proliferation of within an organisation as commented Keightley. several different AI with puts intelligence into AI.” chatbots will only happen more time is freed up for all other elements of the when they have the ability human agents to attend to As long as AI is an integral customer journey including Voice enabled conversational to proactively source new the more complex issues.” part of the contact centre metrics and reporting. As AI like Alexa and Siri flies in data, analyse it, learn it and and seamlessly blended with any form of big data the face of doom mongers deliver responses based The advantages are clear: with its human elements, the true value comes in the who say voice is dead. In on this new knowledge,” Chatbots and conversational it should not demand a analysis. Storing and relaying fact, AI is instrumental stated Keightley. “That is the AI are technologies that can new relationship with the it can only be so valuable.” n

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SPECIAL REPORT Realising the potential of all resellers

The grandest mission of any channel service provider is to facilitate the growth ambitions of all partners, including the smallest, according to speakers at this year’s Margin in Voice & Data (MiVaD) event staged at the Forest of Arden Hotel on 14th June.

hat did we learn from this year’s MiVaD symposium? WThat, in effect, the most neglected group of resellers represent the greatest growth opportunity, according to Adam Cathcart, 9’s Director of Partners, who says many service providers would do well to conduct a review of how they engage with partners and enter the 21st century. Why? Because all the evidence shows that how a reseller is supported makes a positive difference to how Speakers spotlighted the true growth potential of smaller partners they perform and boosts results. “The sub-£3 million turnover reseller segment is Smaller resellers will gain the power to wield a growing overlooked by many service providers, yet it’s where they influence on the UK comms market with the right support can add the most value,” said Cathcart in a keynote from channel partners address to delegates. “This segment is where 95 per this enables the partner created more flexibility in the fly in the face of reason and of the cloud opportunity cent of our transacting to be free to perform.” mobile proposition, and the are the enemy of simplicity. he urged resellers to LEAD partners reside and we are sales pipeline has ‘exploded’ “Acronyms mean nothing,” customers through the sales focused on moving them Distributor Nimans is also as a result, said Curtis-Wood. he stated. “The focus process – Listen, Educate, from good to great.” working hard to ensure must be on simplifying the Advise, Design – and apply that resellers will not be Nimans has also introduced message and proposition.” a set of old rules that will He cited feedback from operating in a market that AI and analytics into its portal bring about a resurrection partners that confirms the has evolved beyond their to promote automation and Sold on old rules of the sales professional. value they attach to products, ken. The company currently ensure that customers receive The comms industry’s “It’s critical to deploy a portals and pricing, but most generates £145 million an improved experience. obsession with acronyms and methodology to create value important is receiving help turnover and has set its As for simplification, complexity is not the only in the process,” he said. to make a step-change in sights on £200 million, but one example of Nimans’ potential inhibitor of growth. “Look at your teams: How their business growth. “They a transformation is required efforts in this area is the Poor selling techniques at much time do they spend need support, training and if this ambitious number is compartmentalisation of the coalface will also blight studying and researching to practical business knowledge, to be realised. Change, said its wholesale network the channel’s prospects, develop their sales skills?” advice on financial modelling, Mark Curtis-Wood, Head proposition which according to keynoter Iain planning, help with staff of the Networks Division at is transparent and Sinnott, Head of Sales at Fellow keynoter Paul Taylor, recruitment, marketing, Nimans, rests on three pillars straightforward to use, VanillaIP, who called for the Sales & Marketing Director at creating more opportunities – better collaboration with simplifying the customer daily honing of sales skills as Voiceflex, agrees that success to sell, incentives, brand partners, deeper automation journey. Curtis-Wood then an antidote to price battles in has everything to do with building, social media, and broader simplification. targeted what has become a the wide open cloud comms feature and benefits selling, content for newsletters and Citing examples of each traditional and overwhelming marketplace, which is just which makes the sales person more,” added Cathcart. he explained that closer feature of the industry’s 20 per cent penetrated. more magnetic. Traditional “Complete support like collaboration with EE has lexicon – acronyms – which To secure a decent share methods still stand up – sell

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yourself, your company transforms a traditional RoI, and no one can steal and core products – but security expense into an from you any more.” to clinch the deal useful affordable RoI opportunity. applications have become Chumura explained that Amid all this, the order of the day. “We apps are designed with 376 commoditisation of the take a SIP trunk and add permissions, yet only five telecoms sector is a perpetual various applications to make fall into the scope of app warning sign to shrinking it more beneficial,” said developers. The rest remain margins, emphasised Taylor. “As well as expected open and give hackers keynoter Andy Duncan, apps like call recording always-on access to operating Spitfire’s IT Interface Manager, you need deal winners systems and personal who explained how the such as our fraud control information. “People company designs and builds platform which deploys download apps with no clue products to suit the demands Advanced Behaviour Based about what is happening of resellers in this margin Build your channel Analysis using IP profiling, in the background,” stated squeezed environment. He call analysis techniques and Chumura. “So we decided said service providers must with Comms Dealer other functions. Furthermore, to start over and develop offer more than products WebRTC applications like a quantum safe security if they are serious about click-to-call and apps for product which forms the giving resellers real revenue the statistical analysis of call basis of all our technologies. opportunities, and the shift With Comms Dealer magazine, data move you towards the must be towards reducing reaching & influencing more goal line. Customers must be the effort expended by resellers in the UK than any other educated about these – it can Sub-£3 million resellers on sales and support channel publication or website is mean the difference between as a route to increasing their winning and losing a deal.” turnover bottom line. In this, claimed as simple as ABC. resellers are Duncan, Spitfire has become Security matters a master practitioner with The attraction of apps like overlooked by guaranteed voice quality • Comms Dealer magazine these is undeniable. Just as an important component Comms Dealer’s ABC audited circulation provides appealing is the ability to many service of its strategy to add value the largest requested audience of UK resellers. always thwart the plots of by minimising effort. (Average Monthly Circulation 15,525)* hackers, but the security providers • www.comms-dealer.com landscape is dominated MiVaD this year confirmed Our ABC audited website provides 24/7 access to by technology that is Now we watch everyone else, that opportunities for channel news and is the only ICT channel magazine fundamentally unfit for they don’t watch us, and business growth exist in to independently audit web traffic purpose, claimed computer you don’t need the expertise spade fulls, and that smaller (Monthly average unique browsers 19,503/month)** security and forensics – we put it in your hands.” resellers have the power to expert Sean Chumura, wield a growing influence • Comms Dealer Weekly e-news the man behind US-based Once downloaded CybX on the UK comms market Comms Dealer’s weekly, ABC audited e-newsletter delivers the latest, breaking news to the UK ICT CybX Security, who told fixes all the permission sets with the right support from channel. delegates that devices are that developers never touch, channel partners. Who (Average Weekly Distribution 20,918)*** so permeable as to be an eliminating any potential would bet against the rise of open invitation to hackers. for leaks into or out of the sub-£3 million reseller? If you want to engage with the UK partner channel in “The only way to keep the device, and then gets Certainly not keynoter print, digital or direct to desktop, talk to us now and find out why Comms Dealer is the best choice for data private is to put the to work on building an Adam Zoldan, Director at reaching more UK resellers than any other channel control in your hands,” he impenetrable security wall. Knight Corporate Finance, magazine, website or newsletter. stated. “Security is built on “We give you exposure of who spotlighted a buoyant broken technology. But we all apps and everything that comms sector still abuzz Simon Turton reversed this and developed happens on your device,” from last year’s 276 M&A E: [email protected] quantum safe security added Chumura. “We cut and investment deals, worth T: 07759 731134 that you can control.” off every data broker, data £28 billion and mainly driven miner and third party that by unprecedented levels Until now CybX Security any app brings in that’s not of funding and PE interest. technology was only open required to work, and drop “There is strong competition to governments, but having the bandwidth usage by up for the best assets as PE created the Ombex company to 75 per cent on mobile companies compete hard ICT resellers in the UK now devices. That’s how much against trade buyers and look have access to its solutions they use your bandwidth to at smaller firms as investment * Member of the Audit Bureau of Circulations ABC total average and expertise, which also make their money. That’s opportunities,” he stated. n circulation 15,525 (Jan-Dec 17, 12,587 print, 2,938 digital) ** www.comms-dealer.com Online property (1st January 2017 to 31st December 2017), (Monthly average unique browsers 19,503/month) To advertise in *** Distribution of weekly email newsletter (1st January 2017 to 31st contact The Sales Team on 01895 454411 December 2017, Average Distribution 20,918 www.comms-dealer.com COMMS DEALER JULY 2018 39 NEWS INTERVIEW Zest4 raises the IoT bar

across Europe, and in the It is not beyond the bounds of UK there are development teams and plans in place all resellers to secure a share of for 2018 /2019 roll outs. the emerging IoT market, argues The European standards have been agreed and the Anton le Saux, Zest4’s Head of IoT, launch of this technology will open up the IoT space. who says it’s not only doable but The channel needs to be skilled and selling before also straightforward and essential it hits the mass market, or there will be catching-up to future business growth. to be done. At that point maybe partners will start to take more notice.”

The key factor, says le Saux, esellers must quickly creating Zest4 Connect. is educating and incentivising embrace what they “Arkessa has spent over 10 the sales function to identify too easily turn their years developing the platform opportunities, not least those backs on – which is and we have acquired that in the partners’ own back Rrealising the market potential capability, giving us our own yard. “Every business that for IoT in their own customer IoT platform that allows our Anton le Saux sits within a reseller’s base bases and beyond – urges partners, and customers, could – and at some point le Saux, especially as game to manage their entire will – benefit from some form changing adoption catalysts IoT estate – irrespective of It’s the right time to push the of IoT solution,” he added. such as narrowband IoT and mobile network – all in one “It just needs a different low power connectivity are place,” added Le Saux. “It’s button, accelerate momentum type of conversation. If you poised to go mainstream. the right time to push the can start talking about their UC provider Zest4 first button on the plan, to keep and take IoT to the next level business efficiencies instead brought IoT into its portfolio the momentum growing and of communications or IT two years ago, kicking off take it to the next level.” to sell end-to-end solutions monitor or control an asset, needs, you’re onto a winner. with a standard network that fit the dealer and fixed person or system. Duty of We are seeing traction with offering that evolved into Zest4’s final preparations as line reseller portfolio, where care is also an influencing our own channels because a more bespoke approach an IoT MVNO are nearing we bill and manage on factor. Employers are looking we are educating, supporting that aligned better with the completion as the last few behalf of the partner and at ways to make sure their and driving the behaviour.” n requirements of the channel pieces of infrastructure fall pay a revenue share. Or we staff are safe and have the – offered via the company’s into place, along with APIs give partners the ability to ability to communicate Primary uses of IoT IoT Partner Programme. It and automation processes. buy wholesale, contract and effectively. Retail and • The automation of business was a move that redefined While Zest4’s status as a bill their own customers.” healthcare are also big drivers processes and remote the portfolios of more than channel-only provider of IoT in the consumer marketplace. management of assets 25 per cent of its partners. services is cementing, the Market drivers These solutions are driving • Efficiencies through current state of IoT in the The technical and market B2B opportunities.” cost control The initiative provides UK comms channel is less forces shaping the UK IoT • Instant connectivity training, pre- and post-sales solid, noted Le Saux, who market are also multifaceted, The next big game changer where required – mobile support and end-to-end sees partners falling into observed Le Saux. “Many will be narrowband IoT and and in remote and solutions along with bespoke three groups: IoT adopters; initiatives are driven by low power connectivity, greenfield locations commercials. “Today, more aspiring adopters who need the impetus for the UK to observed Le Saux. “We • Failover and back-up for than 60 per cent of our 200 the help of an IoT specialist; be more ecological, more currently have access to existing connectivity services partners have started selling and doubters who believe efficient and use less energy,” a number of low power • Data management products and services into the that IoT will be a struggle to he explained. “Smart cities, services with Lora and Sigfix, and security IoT space,” stated le Saux. monetise. “These segments smart buildings, smart road among others,” he explained. • Insights into what is “Zest4 is now entering the are always at the forefront networks and smart energy “But all the MNOs are happening in a business next phase of development of my thinking,” he said. initiatives are under way. now developing their own remotely. For example, by becoming an IoT MVNO.” “Whatever product, solution These filter down through narrowband services that the location of assets or or service we bring to market businesses, large and small, will run across the existing people, operating hours This required a big investment we must ensure we cater for giving owners something to network infrastructure. of machinery, preventative into licencing the Arkessa the various types of partners. think about, especially where Vodafone and EE have done maintenance, data gathering Emport platform as its own, We are offering some simple there is a need to measure, live tests in several countries and understanding

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and experience at every clients with the assessment, stage of their journey,” migration, integration and commented de Sousa. managed services required to For Emma de Sousa, simplify the cloud adoption The end user’s digitalisation process, whether that be Senior Vice President journey is likely to be less a private, public or hybrid of Insight, leadership challenging than the trip cloud environment. de Sousa undertook in is a vocation, a 2006 when she accepted “We’re also focused on a position to run Insight’s helping customers become calling to build teams EMEA operations based more agile, ensuring they in Munich. “I left my life have the right platforms in whose members behind at short notice to place and that applications take on a challenging role,” work across the cloud and live and breathe the she recalled. “There were multiple devices, while core cultural values many unknowns and I felt focusing on automation vulnerable. But it was the and maximising business she helps to instil. best move I ever made. I processes to support digital learnt so much about myself transformation.” n and the need to constantly stretch yourself beyond Just a minute with your comfort zone.” Emma de Sousa...

Emma de Sousa Not one to sit on her hands Role model: Elon Musk: He and fuelled by ambition to is brave and fearless, the influence positive outcomes two qualities I admire most hen de Sousa in sales leadership, my skills indicates that the firm is and make a difference, de What talent do you wish accepted the were immediately relevant, strengthening its position. Sousa’s life took another turn you had? To fly: I would Senior Vice and culturally Insight is when she became a mother. get around more quickly President role in the perfect fit. People are “We have been on a “The psychological challenge and avoid airports WJanuary the move reflected everything and if you get transformation journey for of being a successful working What do you fear the her fast paced, dynamic the right mix together, the past four years, investing mum was hard to reconcile,” most? Running out of time focused on a common goal heavily in bolstering our she noted. “On returning nature and commitment If you weren’t in IT to make a difference – all and inspired to succeed, skills and capabilities and in to work after having my what would you be qualities she identified in anything is possible.” particular developing service first daughter I loved being doing? Exploring the the organisation she’s offerings that allow us to back in the role but felt world as a travel writer championed since joining in The IT services giant was help clients define, architect, incredible guilt. It takes time, for Condé Nast 2003. Eagerly jumping on established 30 years ago in implement and manage but eventually you figure What’s the best piece of the rolling bandwagon of Phoenix Arizona by brothers IT solutions,” added de out that you can succeed at advice you have ever been Insight’s global campaign Tim and Eric Crown. It was Sousa. “Our strength lies in work and be a great mummy, given? It’s better to do convoy, de Sousa turns then known as Hard Drives our partner network which and not feel bad about it.” something and regret it her hand to reinforcing International. Over time enables us to combine best than never do it at all the cultural values of the the company expanded of breed technology with de Sousa’s inherent strengths How do you relax when company. “Insight is about its geographic coverage our services capability.” also help to drive notable not working? Hanging people and we live by our and technical capabilities success within Insight’s out with my six year old core values of Hunger, through acquisitions and Partnerships managed services business daughter. Whatever we Heart and Harmony, which organic growth. Today, She noted that clients are during 2017, which she plans do it’s always fun and sets the tone for our Insight is a Fortune 500 not looking for a partner to enhance this year. No less she teaches me a lot business and defines who global technology solutions that just supplies technology, ambitious is her strategy Tell us something about we are,” she stated. provider. Its headcount in they are seeking one that can to accelerate growth in the yourself we don’t know: I December last year stood help leverage IT to compete cloud operation. “Over the worked for a well known “Establishing successful at almost 6,700 worldwide. more effectively in their own last five years businesses have supermarket many years ago, thrown in at the teams that are aligned and For the full year 2017 net markets. “To achieve this gone from seeing cloud as deep end to manage a committed to these values is sales reached $6.7 billion, we have transformed our a one-size-fits-all model to store with no experience. at the heart of my leadership representing 22 per cent sales organisation, investing save money, to something far On my first day I ordered philosophy, enabling us to growth on the previous year. in field sales skills as well more strategic and nuanced,” so many toilet roles the deliver consistent growth Insight serves clients across as increasing technical she added. “We have delivery driver couldn’t fit while transforming our all market segments and resource, ensuring our clients invested in technical tools them into the warehouse! business. With a background the latest market share data have access to knowledge and resources to provide

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are broad and a GDPR- A growing bevy of cyber crime beater product doesn’t exist. “Another big issue is threats show that the old vendor- patching which is commonly led model of selling security has overlooked and can have grave consequences,” collapsed. Why? Because breaches pointed out Burden. “Just look at the Wannacry will continue to prevail unless attack. The vulnerability it exploited in Windows had a consultative approach to the been patched months earlier but hadn’t been applied to security landscape is adopted, a large number of devices. argues Steve Burden, Security Furthermore, confusion surrounds how the security Product Manager at Daisy Group. landscape is perceived. Customers are aware they are under threat but don’t know what to focus on.” full and quantified as phishing, ransomware assessment of and data privacy issues. Sales people who can consult the security Wannacry was a good with customers and have threats faced by example of how devastating a diversified portfolio to Aparticular customers must be a ransomware attack can support them will be most understood before proposing be to organisations of all attractive to SMEs, especially a solution, any other tactical sizes. Phishing is becoming if they can display a capability approach is doomed to more sophisticated, with to react to cyber events in failure. “The worst aspect many targeted at siphoning Steve Burden an agile way. “We don’t of the security market is funds from business bank know where the next threat resellers and vendors looking accounts. Also, GDPR has may come from, but when to push a specific product become relevant and we’ve The biggest security threat it hits the organisations without understanding already seen mistakes that suffer most will be the overall needs of their being made by employees faced by SMEs comes from those that take the longest customers,” stated Burden. accidentally sharing to respond,” commented “While this approach may personal information.” their own employees Burden. “By reacting have worked in the past the quickly the impact can be market is changing and calls Organisations can never purchasing a wide array of resellers need a consultative minimised. Security sales is all for a consultative strategy do enough on security, offerings such as connectivity, approach, working with the about confidence, building rather than a product- and with limited budgets UC and cloud. If you are customer to understand trust and demonstrating led sales pitch. Resellers their resources must be not protecting an asset or their key risks and proposing that your organisation need to concentrate on concentrated in the right service you are providing to a a way to use their limited has the capability to what they can do to add places. Not surprisingly, non customer then you are either security budget in the provide a responsive value in this space.” security-centric resellers leaving money on the table most effective manner,” end-to-end solution. are currently struggling to or risking losing a client and he commented. “The best The old scaremonger User education can often keep up to date with the damaging your reputation.” aspect of the UK security tactics no longer work. produce the best return on fast changing cyber security market is its willingness to investment, noted Burden, threat landscape. “It’s difficult Core considerations openly discuss challenges “Daisy has adopted a along with getting some enough for those large There’s pressure on all across organisations to consultative approach of of the basics right such enough to dedicate full-time resellers to accept security create solutions that work Discovery, Prevention and as firewall, anti-virus and resources and departments as an important part of for everyone. Security is Response – discovering regular patching. “Ironically, to the job, let alone resellers their core offering, rather not something that only the threats faced by the the biggest security threat who typically focus on than an add-on or nice- affects a small number of organisation, putting faced by SMEs comes from other areas,” said Burden. to-have. And according to organisations, it is an area technological solutions their own employees,” he “However, it’s crucial not to Burden, everything needs of concern for us all.” and processes in place to added. “Many are poorly lose sight of how important to be looked at from a prevent those threats from trained in security and do not security can be as part of any security perspective, not just GDPR is a big talking point materialising, and ensuring know how to use web and IT proposition. We’re seeing traditional considerations for everyone in the industry that resources are in place to email safely. These threats customers take security like firewalls, anti-virus etc. at the moment, and for respond to events should the often manifest themselves into consideration when “With security opportunities good reason. It’s implications worst happen.” n

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in. This requires constant Staggering under the potential assessment of the threat landscape and maintaining threat of security crises and the skills to keep pace. compliance failures, SMEs have “Investing in new solutions that have security baked turned to their technology providers in from the beginning, implementing formal staff who they hold accountable training programmes and using solid management for protection. Here, Intercity portals will ensure that comms and IT resellers Technology CTO Matt Johnson remain ahead of the discusses what is expected of ICT game,” stated Johnson. resellers and affirms their critical “It is crucial that resellers keep up to date with the role as trusted security providers. new technologies and solutions that vendors offer. They then need to ensure that security solutions fit the customer’s objectives. This will often mean combining he cyber security different environments it can complementary technologies challenge looms ever become difficult to control to create a bespoke end- larger on all digital security across a disparate to-end security solution. By agendas. At a macro estate,” observed Johnson. offering a security wrap and Tlevel the Government’s “It’s therefore important Matt Johnson disaster recovery capabilities focus on security is growing that SMEs look for flexible for all services, products will in intensity as the UK aims security solutions that work also be more resilient.” to become a secure and across multiple platforms and The days of sitting back resilient digital nation, different infrastructures.” It goes without saying that seeking engagement after buying a firewall and the days of sitting back with industry and law The threats facing SMEs after buying a firewall and enforcement to bolster the and larger corporations are configuring policies are over configuring a few policies UK’s security capabilities. the same, but the challenge are over. As more high “This heightened level of is different. SMEs rarely for them to constantly cannot be overlooked. “SMEs profile cyber attacks rear activity is creating a market in have the internal resource evolve and review their can no longer pay lip service their heads organisations will which organisations are spoilt or budget to match larger security estate. Another area to the controls they need become ever more vigilant for choice when it comes to organisations, meaning they that could be improved is to meet,” stated Johnson. and budgets will increase finding the right solutions or need to fight cyber threats the level of collaboration “A trusted security partner to ensure that effective services, leading to confusion in smarter ways. “Cyber between vendors and IT should advise on the right security measures can be and the potential to make criminals are always learning resellers. The industry needs technology, processes and taken, which in most cases the wrong decisions,” noted from each other and it’s to work together more approach to keep customers will mean leveraging the Johnson. “Organisations becoming easier for those and share solutions that safe and avoid governance expertise of trusted partners. require a trusted security with few skills to launch an protect customer bases.” pitfalls. But working with partner that can advise attack,” added Johnson. external companies to tick “The fast pace of them on their options.” “Malware-as-a-service and Time to act the initial governance boxes technological change and DIY DDoS software are There is no time for SMEs to is only the beginning. Making evolving data environments, Cloud is becoming an readily available on the dark sit on their hands in the face sure that best practices together with a rise in the integral part of technology web. This, coupled with new of the security challenges continue to be followed scale of cyber attacks, means strategies for businesses, technologies broadens the they face. Furthermore, the is the real battle to avoid that safeguarding a business especially as more agile pay- attack surface and presents sea of data shared across cyber threats and fines.” in-house is now a full-time as-you-go options become more opportunities for those corporate devices is greater job that requires a small available, so robust protection looking to cause harm. than ever and expanding As cyber security becomes army of staff,” said Johnson. is essential. “Cloud service exponentially, and with the a top priority for businesses “Therefore the business providers have cyber security “It can be easy for SMEs to onset of GDPR and demands their expectation is that opportunity for resellers to at the top of their agenda become overwhelmed and of PCI, rules and regulations comms and IT resellers will become trusted security but as data starts to infiltrate do nothing, but it’s essential have been tightened and have security inherently built partners is significant.” n

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NETWORK CARRIER SERVICES HOSTED VOICE BUSINESS MOBILE SECURITY CUSTOMER EXPERIENCE KALEIDOSCOPE Digital customer experience is the new combat zone

echnology and choice have given customers power like never before and HOW ARE YOU IMPROVING DIGITAL ENGAGEMENT? the customer experience is today’s most important battleground on which We recently relaunched our synergi portal making it mobile responsive - ensuring our partners have access at any time of TICT channel business are struggling to compete. This is purely because the day, anywhere, on any device. pace of changing demands is unrelenting and companies often have difficulty HOW DO YOU MONITOR YOUR ONLINE EXPERIENCE? keeping up with their customers. We conduct an annual customer survey to measure satisfaction across our customer base and hold regular reviews Global business Medallia specialises in giving telecoms companies a unified with our most influential partners to identify any areas of view of the customer journey across all touch points via its Medallia Experience improvement as a whole. Plus, we actively encourage feedback at all times through our teams and systems. Cloud™ platform which provides real-time feedback to drive greater profitability, HOW HAVE YOU BECOME ‘CUSTOMER OBSESSED’? enhance customer retention and lower costs. All staff strive to ensure a superior customer experience The company says that by 2020, customers will manage an estimated 85 at every interaction with . We proactively monitor our contact teams and provide ongoing training across the percent of interactions without speaking to a human. The prevalence and business, with continued investment into recruitment and richness of digital touchpoints means that companies are accumulating an resources (33% last year). If our partners succeed we succeed! unheard-of volume of measurable information about their customers, including PLEASE OUTLINE YOUR DIGITAL SUCCESS STORY? It’s all about measurement and the baseline. The introduction behavioural analytics, ratings, and reviews. of a new phone system has given us a much greater insight It also means that companies everywhere—including those that built their NEIL WATSON into the customer experience and has allowed us to improve. success through high-quality, in-person interactions—are talking about digital ENTANET We’re currently implementing a new ITSM platform and are excited by the potential for improvement this brings. transformation. Even if you’re not competing directly with a digital disruptor, chances are your customers have been served by one, and those experiences are shaping their expectations. HOW ARE YOU IMPROVING DIGITAL ENGAGEMENT? Gamma has developed a mechanism through our portal to Comms giant Mitel has just unveiled the results of its survey on customer allow our channel partners to rate themselves technically. This expectations and how businesses are meeting these (or not) as the case may be. is the first step towards skills matching between Gamma and The global survey samples the responses of 5,000 consumers and reveals that channel partner support staff. HOW DO YOU MONITOR YOUR ONLINE EXPERIENCE? while businesses are investing in technology to improve customer experience, We use analytics to understand the online journeys our portal many are still falling short of giving customers what they want. users are undertaking. This data helps us reorganise our Among the headline findings are that: online journeys and develop new tools to improve, reducing l the effort our customers spend doing business with us. Nearly two-thirds of respondents in the UK (58%) say more work is needed by HOW HAVE YOU BECOME ‘CUSTOMER OBSESSED’? companies to improve their online experience. Since the inception of our business we have held monthly l Yet 81% agree that overall, buying online is more convenient. cross-functional meetings focussed on the quality of service l we provide to our customers. Combined with our empowering Customer experience ratings vary in the UK by vertical, with retail and culture, this has kept customers at the heart of what we do. hospitality sectors leading the way. PLEASE OUTLINE YOUR DIGITAL SUCCESS STORY? It’s good to know that not all companies, from both sides of the channel fence, The range of ‘best of breed’ online technologies, coupled with our ability to integrate these within our core platforms has are lagging behind in addressing and benefiting from developing digital customer provided a host of solutions available to us to develop service. experience strategies and our contributors to this month’s Kaleidoscope can JOHN MURPHY A market leading customer service is now far more achievable. attest to that. GAMMA

HOW ARE YOU IMPROVING DIGITAL ENGAGEMENT? HOW ARE YOU IMPROVING DIGITAL ENGAGEMENT? Our in-house development team has built our bespoke online Solution sales and e-commerce do not marry well, so digital gateway called ‘Toolbox’. One portal enabling access to customer engagement needs more thought. Our early steps multiple carriers for quoting/ provisioning/ assuring and billing. were webchat and online portals for billing and service; It puts our partners firmly in control by displaying all the more latterly, proposals are built via a bespoke, Cloud based information they require to make a buying decision. ‘workbook’ with digital sign-off. HOW DO YOU MONITOR YOUR ONLINE EXPERIENCE? HOW DO YOU MONITOR YOUR ONLINE EXPERIENCE? Online analytics help us assess abandoned orders, track Advanced website analytics provide a profile of our online installations and provide automatic service delivery updates. audience and an understanding of visitor engagement as part of the broader customer journey. Post-project, online We use this information to identify how ‘Toolbox’ can improve. questionnaires establish Net Promotor Score and form part of HOW HAVE YOU BECOME ‘CUSTOMER OBSESSED’? our ITIL and ISO compliant, monitoring processes. Our service centric approach means we have multiple ways HOW HAVE YOU BECOME ‘CUSTOMER OBSESSED’? of engaging with customers ensuring they can pick an option The ethos of our company centres around providing best suited for their business needs. As an aggregator, we outstanding customer service. We adopt a ‘whole company’ need to add value and we do this by constantly adding approach and our team are regularly commended for going efficiencies for our partners. ‘above and beyond’. Customer feedback is shared via our PLEASE OUTLINE YOUR DIGITAL SUCCESS STORY? internal social media platform. The self-serve customer service environment means we are PLEASE OUTLINE YOUR DIGITAL SUCCESS STORY? essentially delivering information to our customers ahead of Via integrated IT systems and collaborative tools our ANTONY BLACK them asking us for it. In turn this also allows us to free up the JASON KILVERT customers can log service incidents, access reports and project WAVENET customer services team enabling them to focus on continuous INCOM updates. Our bespoke CRM is integrated with those of several Stand out to your customers, improvement. larger clients to automate processes and maximise benefits. catch the new wave. Broadcloud from Wavenet Stand out to your Enterprise grade hosted UC from customers, call today: Together we are putting the £3.50 per seat 0333 234 9911 margin back into the Channel. wavenetwholesale.com

48 COMMS DEALER JULY 2018 www.comms-dealer.com CUSTOMER EXPERIENCE KALEIDOSCOPE Digital customer experience is the new combat zone

HOW ARE YOU IMPROVING DIGITAL ENGAGEMENT? HOW ARE YOU IMPROVING DIGITAL ENGAGEMENT? We are redeveloping the Nimans website and ensuring we The development team at 9 always ensure that our partners have all the tools our customers need to interact with us in are the ones who remain in control. We also demand that the best way to suit them. They can phone us, have a live chat a seamless ‘Quote to Bill’ process is central to the thought online or email us. process across all our product portfolio. HOW DO YOU MONITOR YOUR ONLINE EXPERIENCE? HOW DO YOU MONITOR YOUR ONLINE EXPERIENCE? We regularly survey our customer base and gain feedback Alongside website analytics, we are always seeking feedback online and through our dedicated Account Managers. It’s a from our Partners and customers, whether anecdotal, or continually evolving process. through structured formal surveys. More importantly, we act HOW HAVE YOU BECOME ‘CUSTOMER OBSESSED’? upon it to deliver better solutions. Nimans continues to adhere to the principles of our founder HOW HAVE YOU BECOME ‘CUSTOMER OBSESSED’? Julian Niman, who built the business on a’ serve the customer’ Our Free to Perform ethos encapsulates the fixation we have mission statement. Helping our customers grow is at the heart with our customers and partners. We develop systems that of everything we do. allow our partners to share usable information and tools PLEASE OUTLINE YOUR DIGITAL SUCCESS STORY? with customers and we allow our partners to dictate the new IT plays a fundamental role here such as using EDI (Electronic feature development priorities. Data Interchange) systems which make ordering from us easy PLEASE OUTLINE YOUR DIGITAL SUCCESS STORY? and direct – helping us maintain our 99.6% on-time logistics To complement our series of self-serve tools, we have service. developed a series of APIs to automate the order process and STEVE MCINTYRE MARCUS HUNT present live status information, all supported by analytics that NIMANS 9 GROUP help us to spot where user journeys can be further improved.

HOW ARE YOU IMPROVING DIGITAL ENGAGEMENT? HOW ARE YOU IMPROVING DIGITAL ENGAGEMENT? Automation is at the heart of our business, from the Our dealers create co-branded proposals for end users to connectivity we provide, through to the service experience we accept digitally, which automatically triggers the provisioning deliver. We work hard to make sure that manual processes are process. Our resellers use Mobile Manager to send usage removed, and control is given to our partner.s alerts and add bolt-ons automatically to avoid bill shock. HOW DO YOU MONITOR YOUR ONLINE EXPERIENCE? HOW DO YOU MONITOR YOUR ONLINE EXPERIENCE? We have always had a feedback mechanism within our We run weekly reports to track number of users, quotes, customer interface, 1Portal, and paid close attention to orders and order value. Feedback is encouraged via webinars the usage metrics. We are just launching a much more and training days, which is fed directly into our development comprehensive feedback and NPS Engine to make sure that projects. We run regular satisfaction surveys with users. we better understand our customer satisfaction. HOW HAVE YOU BECOME ‘CUSTOMER OBSESSED’? HOW HAVE YOU BECOME ‘CUSTOMER OBSESSED’? Customer First is our primary value. Our partners expect As a wholesale only business, in a highly competitive market, prompt, professional responses to support their end users. our customer experience is vital. When there is such a range We hire against our values and regularly measure ourselves of providers, delivering a market leading service experience is against them. Bonuses are also linked to partner satisfaction. often the difference maker. PLEASE OUTLINE YOUR DIGITAL SUCCESS STORY? PLEASE OUTLINE YOUR DIGITAL SUCCESS STORY? Our strategy is to automate as much as possible to give our Using the power of our software defined network, we have partners control. Dealers visit customers, send co-branded put our Partners in direct control of the connectivity solutions proposals and receive commission automatically. By NEIL WILSON we provide. Meaning that changes can now be made directly, CHERIE HOWLETT developing Mobile Manager, we overcame bill shock and VIRTUAL1 in real time, a UK 1st. JOLA enabled resellers to sell 4G easily.

HOW ARE YOU IMPROVING DIGITAL ENGAGEMENT? HOW ARE YOU IMPROVING DIGITAL ENGAGEMENT? As a software provider, we’ve invested considerable effort into On top of our sales focused investment in portals, we have developing our support portal and online resources. From there recently invested in new service delivery platforms, namely partners can access knowledge articles, watch over 80 training Service Now, Science Logic and Pager Duty. This will give videos, initiate live chat with our team and request support. customers and partners a clear glass window into our ticketing HOW DO YOU MONITOR YOUR ONLINE EXPERIENCE? system and our helpdesk performance. We closely monitor usage statistics and regularly survey our HOW DO YOU MONITOR YOUR ONLINE EXPERIENCE? partners to gauge satisfaction. Our Account Managers are We take our NPS very seriously. Our satisfaction scores are key trained to respond quickly to digital enquiries and, to improve business metrics and we seek feedback from all customer and customer experience, we log all enquiry outcomes. partner touch points within the organisation. We believe our Net HOW HAVE YOU BECOME ‘CUSTOMER OBSESSED’? Promoter Score of +42 blows our peer group out of the water. We embrace a culture of best practice and innovation in HOW HAVE YOU BECOME ‘CUSTOMER OBSESSED’? everything we do, encouraging our teams to be passionate Our company mantra is ESaaS. (Exceptional Service as a and creative. Our core values are pivotal to ensuring a superb Standard). Our staff have monthly ESaaS awards for exceptional customer experience for every user. customer focused performance and we hold regular workshops PLEASE OUTLINE YOUR DIGITAL SUCCESS STORY? on ensuring that we are 100% customer centric from the CEO Using CHEF, a configuration management software, we to the graduates. can ensure that the configuration of our software’s hosted PLEASE OUTLINE YOUR DIGITAL SUCCESS STORY? environment is automated and protected from human error, Node4 was founded by technology experts. Each new product VINCENT DISNEUR delivering high availability 24/7. If disaster occurs, we can ANDREW WILSON and solution is a strategic addition to our impressive, enterprise- UNION STREET replicate the exact configuration of our data centre at the NODE 4 grade portfolio designed, integrated and managed by our Stand out to your customers, touch of a button. experts. catch the new wave. Broadcloud from Wavenet Stand out to your Enterprise grade hosted UC from customers, call today: Together we are putting the £3.50 per seat 0333 234 9911 margin back into the Channel. wavenetwholesale.com

www.comms-dealer.com COMMS DEALER JULY 2018 49 MARKET VIEWPOINT The precision weapon

Predictive analytics is where AI has been engineered as the the true value of AI lies, according to Boraman. precision weapon against poor “It helps contact centres customer service and inefficiency, to predict and handle demand better than with clients becoming low-hanging current technologies,” he said. “AI will also help fruit whenever they come into to personalise the service through self-learning and contact with an organisation. How gaining an understanding of who is enquiring on far away is this ideal scenario? a near person level. This It’s here and now, says Tollring’s is the game changer.” Director of Strategic Alliances Tollring’s place in the world of AI is in big data and Carl Boraman, who cautions analytics which it leverages in its fraud and credit that while AI cannot fully replace management tools to predict trends, learn patterns and human-to-human interaction it make ongoing adjustments. is already the Holy Grail in data “AI engines capture customer interaction data which we Carl Boraman capture and predictive analytics. transform into something meaningful, providing insights into customer trends and behaviours,” one are the days monthly subscriptions based being contacted and properly commented Boraman. when smaller on the level of functionality handled, calls are being The time is “We then make this data firms had no required and the ability to answered, and to make sure available to our resellers access to contact scale up and down easily and that someone is monitoring approaching and their customers. By Gcentre technology; and of quickly to meet demand,” he the web chatbot at all times. when AI will combining machine learned all the high tech methods to said. “The drive for customer Live stats on these channels data from AI with traditional make customer experience service excellence and the provides valuable and truly offer comms data you start to targets more achievable need to address increasing timely data on the customer create a real opportunity we are reaching a point competition means that even experience, on sales orders a better to offer new levels of where none will be more smaller organisations without made or lost, unhappy customer experience.” effective than AI. For smaller formal call or contact centres customers, busiest times, hit customer businesses dedicated to can access and benefit rates and inbound/campaign Resellers need to look at their serving their public with from this technology.” performance effectiveness.” experience own day-to-day operations insight and sensitivity, a to understand where AI combination of AI and Although smaller businesses Early days better customer experience can help their business, contact centre technology do not have formal agents in Right now though Tollring than speaking to a real advises Boraman. “It may may well be within their a dedicated contact centre, is currently seeing only person. Although adoption be too early to replace an resources and will ultimately they do have customer large contact centres use and acceptance of AI will IVR system, but a chatbot redefine the customer facing teams either taking or AI, typically to replace IVR, increase significantly, there might be perfect for servicing experience they provide. making calls and speaking ultimately removing humans are certain products or customers in some way,” he to customers, handling from skills-based routing services that can probably explained. “Although AI and In assessing the impact of web enquiries, dealing with tasks. “AI is not the answer never be served as well with chatbots can be useful to AI on contact centres and emails and monitoring social to everything, but it can AI such as selling complex contact centres, to add real rethinking the customer media. “Organisations want improve certain customer financial products. AI works value the chatbot needs to be experience, Boraman to know how many calls or interactions significantly,” well at the initial contact staffed to handle customer highlighted how the cloud customer interactions they added Boraman. “24/7 access stage, getting people to the questions that require is making the contact centre are handling and how long is one major benefit that right place and speaking to more details or personal market more accessible staff spend on the phone or improves the overall customer the best person. But it will answers. Once resellers have to smaller organisations. in chat,” added Boraman. experience. However, the be a while before AI can experienced AI they can “Cloud means little or no up “They want this information time is approaching when AI fully automate the whole create use cases to share with front investment, affordable to ensure customers are will truly be able to offer a customer interaction cycle.” customers and prospects.” n

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THE GLENEAGLES HOTEL 7TH, 8TH & 9TH NOVEMBER 2018 www.commsvision.com COMMS PEOPLE Highlight hires three Aberdeen’s

HIGHLIGHT’S channel ambitions are clearer than ever following the appointment of three senior fibre leader execs to support plans to add 30 new MSP partners by the end of 2018. Former Claranet CITYFIBRE has Technical Director Martin Saunders has been appointed Allan drafted into Highlight’s Product Director position, McEwan as bringing 21 years experience in the service provider Development market including stints at AOL and Easynet. Manager for Jon Walters has been pulled in as Head of Channel Aberdeen Development, joining from Solar Communications following a £40 where he was Head of Business Development (formerly million investment Saunders, Rowan and Walters Head of Data Services). Previous roles include Channel in the roll out Account Director at Exponential-e and Head of Sales of full fibre Allan McEwan and Channel at 8el. And incoming Head of Engineering Martin Rowan brings over 20 years technical connectivity leadership experience in software development across a variety of functions while at Citrix Systems, to nearly every home and business in the city. including Director of Software Engineering for the XenApp and XenDesktop for the past six years. Aberdeen will be the first in Scotland to benefit Highlight’s Chief Executive Officer Richard Thomas commented: “Martin will help to ensure from the partnership between CityFibre and the continuous enhancements of the Highlight product as we bring on new partners. Jon’s Vodafone with full fibre set to reach one million appointment is critical as we undertake this major channel acquisition strategy. And Martin’s homes and businesses across the UK by 2021. role will focus on extending the flexibility of Highlight for our partners.” Thomas expects new McEwan will be the local point of contact for partners to come from the UK and Germany, Benelux, the Nordics and Middle East regions. all city stakeholders. He previously served as Senior Business Development Manager within Petrofac, a service provider to the oil and gas production Also on the move... and processing industry. He said: “I want to Hatley joins ensure that everyone across the city is aware of STL Communications’ the potential benefits of full fibre connectivity, promotion of Jay not only to businesses but also to residents. I will Szanto to Provisioning be working closely with Aberdeen City Council Manager last up with TTB and developing additional opportunities.” month prompted a restructuring of the ONE-TIME BT operations team Wholesale Client and builds on the Director David acquisition of SolveIT Ex-Doro chief in Solutions in April. Hatley has joined TalkTalk Business as Jay Szanto Szanto joined STL in July 2016 as Project Account Director new UK venture Coordinator. Saul Branch, STL’s Operations Director, bringing experience said: “STL spends time and money investing in the in leadership, strategy FORMER Doro development of its employees, so likes to promote and growth across Group Director from within whenever possible. Jay has proven his large accounts and and UK Managing capabilities at the highest level and is a popular contracts. While Director Chris staff member.” Szanto was also voted winner of at BT Hatley also Millington is STL’s Q1 Customer Service Award by colleagues. completed a stint spearheading as Head of Sales Poland-based MITEL has pulled in Maria Blakeway as Vice David Hatley President of Customer Success responsible for responsible for EE mobile device overseeing and expanding its Customer Success prior to its acquisition by BT. “TalkTalk Business is maker Maxcom’s Team. She brings more than 25 years experience a disruptive challenger brand with a spring in its push into the Chris Millington in building and step, and despite the complex market it speaks in UK market. delivering customer plain English to customers and employees which Maxcom is listed on the Warsaw Stock Exchange support and success was a massive draw for me,” he commented. and its products are sold in more than 20 programmes and Hatley’s appointment followed the arrival of European countries. As Maxcom’s UK Country was most recently Steve Orton who stepped in as Head of Service Manager Millington will target niche market Senior Vice President Providers, Partner and Sales, responsible for segments via the retail channel and distribution. at SaaS provider 80 of TalkTalk Business’s top service provider “Not all mobile users are the same and their nThrive. Blakeway customers. Previous roles include a two year needs vary according to life stage, career status and has also held senior spell at Logicalis as UK Sales Director, and an 18 domestic situation,” said Millington. “Smartphones Maria Blakeway leadership roles at General Electric, year run at BT in a variety of roles most latterly dominate our world today but this is not necessarily Intuit and Microsoft. “Customers still face challenges running the IT Services sales teams focused on great for our overall wellbeing or work-life balance. as they look to maximise the true value of their retail, banking and wholesale. “The changes in This does however create an opportunity for business communications,” she said. “Our goal is to technology and how networks and infrastructure non-smart or second-device ownership and the help them unlock business and competitive benefits are now consumed by the market means there re-emergence of the dedicated work handset with new faster and smarter ways of working.” is an amazing opportunity,” he stated. purely for making calls and sending texts.”

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