Comms Dealer

A new cloud-based recording function for Skype for Business launched by TeleWare incorporates compliant voice recording with Interactive Voice Response (IVR) and enterprise class voicemail.

"The solution captures and analyses call data, helping users to gain a deeper insight into their business. The result is improved employee engagement, businesses agility, process efficiency and customer satisfaction," said Steve Haworth, CEO of Teleware Group.

He claims the enhancement addresses some of the limitations of the off-the-shelf offerings. 

"A number of existing customers have come to us looking for a recording solution that they can use within their Skype for Business interface.

"This new offering allows businesses to integrate additional functions to enhance the core product. It is integrated into the existing network infrastructure and requires little investment, making it an easy and cost effective solution to deploy."

According to Haworth the real value of this enhancement is through the analysis of the call data captured.

"This business insight is translated into valuable information that can be used to train and coach staff to provide a better customer experience. Ultimately, improving productivity, increasing revenue and lowering costs," he added.

"TeleWare's analytics solution provides productivity and performance reports, giving complete visibility of the customer journey. "

TeleWare's cloud-based voice recording solution allows customers to record voice calls through their Skype for Business interface. The solution is fully FCA and Dodd-Frank compliant.

Enterprise class voicemail is a device-agnostic application that provides a list of voicemails by contact and time. 

The IVR application enables businesses to offer alternative contact options, including call-back, email and SMS, eliminating caller waiting time and abandoned calls.

Also introduced is an Intelligent Number function, a non-geographic number that travels with, and is associated to the user rather than a device, meaning that the number can be accessed on any device, fixed or mobile, around the globe.

Arkadin, a NTT Communications company that provides Unified Communications and Collaboration services, has been named a launch partner for new Skype for Business meetings and voice services in Office 365.

Arkadin will serve as a key resource for driving the rollout of the new services.

Didier Jaubert, Arkadin's Chief Products and Partnership Officer, said:" As a subsidiary of one of the world's largest telecoms companies, with global voice architecture and integration capabilities, we can help customers reduce the costs and complexity associated with voice deployments.

"Arkadin offers clients a single source for deploying Office 365 as a business class phone system, contact centre and conferencing platform delivered in the cloud."

Bill Haskins, Senior Analyst & Partner at Wainhouse Research, added: "Microsoft's introduction of the new services makes this version of Office 365 the most complete, enterprise-ready release of the productivity suite ever.

"Implementing PSTN conferencing and PBX functionality requires specific expertise to provision, manage, and successfully onboard customers. Arkadin has deep experience and the right skill set required to provide audio, video and web conferencing, telephony, help desk, network and IT expertise."

VoIP distributor ProVu has added three new snom D series models to its portfolio. The snom D375, D710 and D765 models are now in stock and available to order.

ProVu's Sales Director, Ian Godfrey, said: "We have been distributing snom phones for over 10 years now and this latest range builds on its reputation for both innovation and reliability.

"The style and improved functionality of the D series together with competitive pricing makes it an attractive desk phone for business use."

He noted that the range of D models - from the D710 entry level phone to the D765 and D375 executive level phones - offer resellers a solution for all business applications.

"For resellers who are already familiar with the snom range of IP phones, the new D series features a distinct advantage by using a common design, proven firmware and a faster processor that delivers faster operation of the function keys," added Godfrey.

"Through ProVu's reseller portal ProSys, snom resellers can easily add configuration settings to their orders and have phones automatically provisioned to work out of the box."

To date, ProVu has successfully provisioned over 250,000 phones.

IT professionals are the unsung heroes of modern organisations, putting work before family commitments and taking the blame when things go wrong, according to new research by AlienVault.

The research, which surveyed the attitudes of more than 600 IT professionals into how they are being treated at work, found that almost two-thirds (63%) have missed a wedding, funeral or other important family occasion to resolve a work issue. The vast majority of respondents (91%) have also come into work when they were sick to ensure that a project does not fail.

In addition, when it comes to their own careers, most will set aside personal ambition for the good of their organisation as a whole. A majority of respondents (57%) said that they have taken the blame for another department or colleague's failure if it was for the benefit of the company.

Yet despite the obvious challenges faced by IT professionals, many of them still love their jobs. The largest group of respondents (36%) reported being happy or very happy at work, while 32% felt unhappy and 31% were neutral.

Javvad Malik, Security Advocateat AlienVault, said: "IT guys are the unsung heroes of many organisations. Often working in isolation, they are largely considered to be supporting players in many workplaces, yet the responsibility being placed on them is huge.

"In the event of a cyber attack, network issue, or outage, they will drop everything to fix a problem, even forsaking important personal commitments. But despite coping with the challenges of what is now a 24-hour-a-day career, many still love their jobs and are motivated to continue by a deep sense of job satisfaction."

The research also revealed the extent to which IT professionals work in isolation, and this poses a potential threat to their organisations. Having technical skills and responsibilities which are not always understood by their bosses means that IT professionals often work unsupervised and may not always report problems when they occur.

Respondents were asked how their bosses respond when they make a mistake at work. Nearly two thirds (61%) said that their boss would only notice if the internet goes down or users start complaining. Twelve per cent thought that their boss wouldn't realise or understand, while over a quarter (27%) said that their boss notices immediately and gets them to fix the problem.

In addition, a mere 8% said that they would ask their boss for help if they made a mistake at work. A fifth (21%) seek advice from their colleagues, a quarter from online IT support group Spiceworks (23%) - while the largest group (37%) said that they would search Google for the answers.

Javvad Malik added: "IT professionals need to be self-sufficient. With such specialist knowledge, those working in smaller teams can find themselves with no one to turn to for help. This can make the job more stressful for those involved, and is also a potential risk for organisational security, given the scale of responsibility placed upon IT staff.

"Fortunately there are ample online resources available to help, such as AlienVault's Open Threat Exchange, where users share information and collaborate on potential cyber security threats. Harnessing the power of the crowd can help even a one-man IT team feel as though they have a group of experts at their fingertips."

South Lanarkshire-based structural steelwork firm BHC has deployed an Internet-based comms solution from VIA.

BHC's 83-strong office team has been moved over to VIA Voice, which included porting over existing telephone numbers and providing each individual with a new local DDI replacing the requirement for extension numbers and routing all calls through the main number.

Incorporating Microsoft's Skype for Business communication tool, VIA Voice also provides BHC with access to bespoke features to improve internal and external communications, including an advanced call routing system.

Graham Campbell, IT Manager, BHC, said: "VIA Voice has helped BHC to completely modernise the way employees communicate with each on a daily basis. As well as speaking on the telephone or liaising via instant messaging, our team can enter group conferences at the touch of a button, sharing documents and drawings relating to key projects. This has enabled our employees to work more closely together whilst also saving the business time and money."

VIA Director Alex Tebbs added: "Our VIA Voice solution is hosted simultaneously by two separate data centres to ensure that BHC's communication system remains resilient and secure at all times."

A north west business man who could not get what he wanted from regional data centres and decided to build his own has reaped the rewards of his 'must do something' approach with a year of growth and bigger plans for 2016.

Mashukul Hoque, MD of Manchester-based software firm Sandyx, launched his purpose-built data centre in 2014 under the company name Datacentreplus.

He said: "At the end of 2013 we were developing applications for a customer and needed data centre services. I required somewhere nearby with the ability to colocate and get easily accessible support.

"None of the big data centre operators were interested in talking to me about my relatively small, but vital, requirements. There appeared to be little or no flexibility on offer. It was either a 12 month contract or, failing that, anything less being quoted at a ridiculous price. I also discovered there were a lot of hidden costs.

"By adding in annual costs, set-up fees and network engineering support fees, I felt as though my business was simply being discredited and being pushed away."

With Datacentreplus Hoque hopes to 'disrupt the marketplace' by applying competitive pressure to the pricing and flexibility of the cloud and hosting services currently offered to small and medium-sized businesses.

The Media City-based business has experienced growth in its first year of trading, growing to a team of eight, with plans to triple the workforce over the next 12-18 months.

Based on his early experiences Hoque is now dedicated to helping new start-ups with 'cash-friendly' access to the cloud, and helping businesses with traditional operating models transition to the cloud.

"Many businesses have old operating habits and don't have enough people within the business that know enough," said Hoque. "Often an IT person may know the systems and processes inside out and that can be dangerous for future-proofing. In addition, some businesses think that movement to the cloud means the end of the IT team.

"The cloud is in fact a great way to grow your business and ease the pressures on the IT department, ensuring that their energies are focused on strategy and helping their organisation growth through technology, not constantly firefighting with legacy systems and processes.

"We believe that many providers in this space aren't geared towards addressing these issues or have the ability or inclination to understand them. Businesses need to be talked through a transition and hand held, not bamboozled with technology or offers that lock them in for long-term contracts. Our mission is to provide transparency for those we work with."

Customers will show greater preference for technology-based services than agent-based ones, according to Frost & Sullivan.

The firm says that more than ever, European enterprises and governments understand the benefits of partnering with business process outsourcing (BPO) providers for their customer contact needs, and today there is an array of pan-European and regional providers to choose from.

Decision makers need to assess BPO providers carefully in order to make optimal investments that best address their specific needs.

New analysis from Frost & Sullivan, 2015 Europe Contact Centre Outsourcing Buyer's Guide finds that the market earned revenues of 14.04 billion euros in 2014 and estimates this to reach 16.48 billion euros in 2019.

Even though Europe's contact centre outsourcing market experienced challenges over the past few years, the technology-based services segment will see relatively vigorous growth going forward. The segment's compound annual growth rate (CAGR) will surpass 12 percent over the forecast period, while traditional, agent-based services experience a CAGR of just over 2 percent.

"The proliferation of automated and non-voice channels is proof of the importance of technology-based customer engagement," said Frost & Sullivan Digital Transformation Program Director Stephen Loynd. "Over the next five years, contact centre providers that differentiate and compete on multichannel capabilities and value-added technology solutions will have an edge over providers that insist on competing simply on cost and labour arbitrage."

In other words, in a connected world, it is important for BPO providers to appreciate that both existing and potential clients expect to see innovation, agility, and best practice implementation in their BPO partnerships. This is perhaps even more true in a region as vast and differentiated as Europe.

Although the market for outsourced services is often counter-cyclical, benefitting from the cost-cutting of enterprises, a lack of demand in some cases can present challenges to BPO providers in Europe. There also have been a host of mergers, acquisitions, and reorganisations across the region.

"Staying up-to-date on the changing nature of the BPO market is easier said than done," noted Loynd. "Consider the dizzying number of recent mergers, acquisitions and reorganisations, involving players as diverse as Acticall, Sitel, Comdata, Atento, Arvato, Webhelp, SNT Deutschland, Walter Services, Serco, SYKES, TeleTech and Teleperformance."

Finally, BPO providers also may want to look to expand into new markets, perhaps leveraging existing client relationships to do so. And in today's world, in some cases, it might also be wise for BPOs to push for organisational change whenever necessary to promote increased focus and accountability.

VoIP and connectivity services provider Cloud Telephones aims to double reseller numbers in 2016 from its current stable of 70 partners.

Since the start of the year, Cloud Telephones has seen monthly income from voice services subscriptions grow by more than 200% with half of all monthly revenues going to the reseller.

John Carter, MD, said: "The demand is there, we just need more resellers to get involved. Most customers understand hosted voice well enough now and we take all the hassle away from the reseller, so they don't need to worry about the complexity of getting customers set-up.

"We generate the original leads, manage all the provisioning and provide support. We have managed thousands of installations already, so the customer gets a great experience and all the reseller needs to do is go out and sell."

David Rushton, Business Development Manager for Unified Communications at Gamma, added: "Cloud Telephones has carried the flag for the Gamma Horizon service and achieved phenomenal partner sales growth since the start of this year.

"It has paved the way for what we believe and expect will be a further and considerable increase in volume in 2016. Selling VoIP services will deliver long-term rewards for reseller businesses."

Cloud Telephones is planning to stage a reseller recruitment event in partnership with Gamma Telecom - its primary hosted VoIP partner - in the New Year.

Mobile workforce technology provided by Aeromark has delivered a 20%-plus increase in productivity and 40% improvement in service levels for customer Arcus Solutions, a national refrigeration, HVAC, M&E, lighting, drainage and renewable maintenance specialist.

These improvements were achieved during the first six months of full operation.

Arcus required a new system that would help improve the management of the maintenance service to its customers and optimise the productivity of its 155 strong engineer work force.

Aeromark Optimatics was selected as it offered smart technology that provides clear visibility of field operations and optimisation of the whole service process minimising operational costs, while at the same time improving service levels.

Optimatics provides a complete solution for managing the entire process of service delivery, from scheduling, workflow driven mobile applications through to vehicle tracking and provides Arcus's administrative employees a more consistent approach to working, which enables them to plan reactive jobs more efficiently, by sending accurate customer data directly to the Aeromark mobile application.

"Aeromark's agile approach combined with the power and flexibility of its Optimatics technology has enabled our entire business process to be optimised and aligned with best practice," said Parag Gogate, Head of Projects and Quality at Arcus.

"This has resulted in over 50% reduction in touch-points, statutory paper records have been replaced with electronic documentation and we have seen a significant, reduction in fuel and wasted time.

"As a result of the considerable success of this project, we have decided to roll out Optimatics as our standard enterprise software across the whole group."

Roger Marks, Managing Director of Aeromark, added: "Arcus Solutions has not only enthusiastically embraced the technology but also the associated changes in business process."

iomart has snapped up managed hosting company United Hosting, its second acquisition this year, for a total consideration of up to £11m, with £7.5m settled in cash on completion.

A further £3.5m is contingent on United Hosting achieving agreed EBIT performance targets in years to April 2016 and 2017.

United Hosting was founded in 1998 and provides managed, dedicated and shared hosting services and domains to approximately 6,500 customers, the majority of which are small businesses.

The company is based in Hemel Hempstead in Hertfordshire, where its main data centre facility is located. It also leases data centre space in London and in Dallas, Texas and has a support function based in India.

Angus MacSween, CEO of iomart, said: "In line with previous acquisitions made by iomart, United Hosting is a profitable, growing business whose services reflect those we offer. As such, the business fits well within our acquisition criteria and will be a valuable addition to the Group."

The co-founders of United Hosting, brothers Matt and Simon Wallis, will remain with the business.

Matt Wallis, Director of United Hosting, said: "This is a huge opportunity to develop and grow the business. We are now backed by one of the leading providers of managed hosting and cloud services in the UK as well as a company with all the regulatory and financial strength that comes with being listed on the London Stock Exchange."

In June iomart acquired SystemsUp, an IT consultancy specialising in the design and delivery of public cloud solutions.