Setting the post-2025 All-IP growth agenda
How to create a competitive advantage in the post-2025 All-IP world is a question that requires the channel's full attention today. Here, our panel of industry experts share insights into the sources of future growth and the success factors that will define tomorrow's winners.
VICKI RISHBETH
CTO, FOCUS GROUP
The post-2025 era will magnify the buying trends that we are already seeing in the SME market. We have been selling all-IP solutions for a considerable time so can see the direction of travel. SMEs are looking to outsource their comms, their connectivity, the applications and the equipment these run over, with a best-in-breed security package to a trusted partner that can look at their specific needs and create flexible solutions with a robust service wrap. We are making sure we have the correct building blocks to create these solutions. We are also investing in our people, platforms and processes.
PETE TOMLINSON
CEO, WINDSOR TELECOM
With the accelerating convergence of software, comms and IT, we must all bring together services from multiple vendors and technology pillars into one joined-up experience for our customers. There’s so much power in the services we all provide that people need help getting the best from the tools they have invested in, which in a cloud world are constantly evolving. That ability to show how tech actively contributes and makes a real difference is increasingly critical to being successful. We’re investing in our customer success teams so we can advise customers on tech and on how to evolve their systems and processes, as well as ensuring great user adoption.
DAN JOBLING
PRODUCT MANAGER – CONNECTIVITY, GAMMA
Connectivity services will become more commoditised and price-led meaning resellers will need to focus on other avenues of differentiation such as a tailored solution sell (bundling things like cyber security, firewalls, MPLS/SD-WAN) and reliability of service (maintaining bandwidth and connection quality and preventing dropouts). Meeting these future requirements will allow resellers to stay relevant in a competitive market. The key growth market in the All-IP world will be as-a-service solutions, especially in the voice area where the replacement for traditional PSTN services is replaced by a UCaaS or CCaaS offering. Resellers should ensure they have this as an option in their portfolio to bundle together with their connectivity as an all-in-one solution.
PETER JURY
INTERIM MD, ELITE GROUP
Competitive advantage will be defined by innovation and adaptability of the latest technologies, both for the customers’ needs and the changing market. Growth in the all-IP world will predominantly come from the expansion in digital technologies and ecosystems specifically relating to automation, AI, cybersecurity, cloud services and analytics through a focus on market verticals. We will upskil our team, specifically in cloud services, cybersecurity and analytics, conversational AI and automation through integration.
RICHARD SCOTT
SALES DIRECTOR, START COMMUNICATIONS
High levels of customer service will be critical to define competitive advantage. IP products are generally more consumable and transferable than legacy services and this will drive more online-based transactions. Growth is also likely to come from continual enhancements to UCaaS offerings – more integrations, more automations and more easily adoptable CCaaS overlays. Keeping in-life solutions fresh to existing clients will ensure retention rates are high, while offering an alternative solution to businesses supported by resellers and MSPs that have not evolved. We are investing in automation and AI across all areas of the business to assist with routine operating tasks. This will allow staff to spend more time talking with customers
RYAN MARTIN
HEAD OF INDIRECT, ANS
As cloud, data and AI ecosystems expand MSPs and resellers will need to select the right partners. Core transformative technologies are driving innovation across multiple industries – embracing and harnessing these technologies will drive significant growth. We have been early adopters of AI and ML and are investing in skills and people. Now is the time to look beyond the 2025 switch off and fully embrace the new wave of tech. Partnerships are more important than ever and tapping into other skillsets will be transformational.
GAVIN JONES
CHANNEL PARTNERS DIRECTOR, BT WHOLESALE
When the PSTN is retired, the resellers and MSPs that leverage emerging technologies and respond to changing customer demands will gain a competitive advantage. Seventy per cent of customers are looking to invest in mobile connectivity and 50 per cent of businesses already use Microsoft Teams every day, so it’s clear that UCaaS solutions are in high demand. Growth will therefore come from offering a larger variety of connectivity and UCaaS solutions, meaning resellers and MSPs should focus on collaborating with vendors that innovate across a wide proposition range. Long-term all-IP success will depend on a supportive channel ecosystem, enabling partners to become strategic advisors to customers and guide them towards innovation.
PAUL HOOPER
MD UPLANDS ONETELCO
A forward-thinking approach while embracing technology advancements will be a must. This hinges on a triple focus – people, planet and profit. IoT and 5G promise transformative change, particularly as the PSTN and ISDN switch-off compel businesses to rethink their strategies and transition to all-IP. Our long-term success is built on investment in our knowledge and solution development. As we navigate the complexities of the post-all-IP landscape, our principles remain focused on collaboration, innovation and customer satisfaction.
DAVE HUTTON,
CHIEF GROWTH OFFICER, FOURNET
With the post-pandemic convergence of all things IT and communications, our industry has already undergone a massive change. An all-IP world is yet another wholesale change for the telecoms industry, the biggest shake-up in 30 years, and it means major upheaval for many businesses, large and small that have yet to transition. For resellers and MSPs it provides a big opportunity, and it’s one for which we’ve been strategically planning. We now provide overlay services such as communications and CX applications and security management, as well as the underlay network infrastructure and connectivity. In an all-IP world that will be key.
HARRY BOWLBY
MD, SPITFIRE
Most businesses are yet to begin the switch to all-IP, despite the warnings about the disruption this could cause. With business leaders kicking the can down the road, we predict a significant logjam in Openreach as customers try to get connections set up before the deadline. Our message is the same as it was last year – act now and get this done in 2024. After the deadline, there will be a huge opportunity for businesses to strive for more growth by modernising their operations. We are already seeing businesses make the switch to all-IP and then reevaluate other areas of their communications strategy. We envisage closer integration between fixed and mobile networks and continuing growth in the IoT market.