Comms Dealer

Outsourcery has been awarded Collaboration Product of the Year 2014 for its suite of collaboration solutions, at the first annual UK Cloud Awards.

Outsourcery was also shortlisted for Provider of the Year, and co-CEO Piers Linney was shortlisted for Cloud Personality of the Year.

The UK Cloud Awards, run by the Cloud Industry Forum (CIF), Cloud Pro and techUK, recognises and rewards the best of the British cloud industry. The awards ceremony took place on the 26th of February at City Hall and Outsourcery's Piers Linney spoke at the event about how cloud has come of age.

Outsourcery was presented with the award for its collaboration suite, which combines cloud-based Cloud Mail, Unified Lync, SharePoint and CRM, all based on Microsoft technologies and designed to work together seamlessly.

In a challenging marketplace, ICT is under increasing pressure to 'add value' to businesses, with customers requiring flexibility, cost-effectiveness, quick responses and the ability to deploy new services whilst maintaining existing ones. Outsourcery's cloud offering has been developed specifically to overcome these challenges with ease, all delivered from a dedicated, enterprise-grade platform, the O-Cloud.

Piers Linney, co-CEO of Outsourcery said: "Recent findings from the Cloud Industry Forum (CIF) reveal that 68 per cent of UK organisations are looking to increase their cloud usage in the next year and Outsourcery is fully prepared for this.

"Cloud adoption is no longer an option as demand for computing and storage capacity grows exponentially and applications become more complex, but an inevitability and more businesses are recognising this and working to find the best way to integrate cloud into their ICT and communications infrastructure.

"At Outsourcery, we're facilitating this trend by continuing to develop our cloud services and bringing new offerings to the market. Winning this award is not only a great honour for us, but it also serves as a good indicator that we are heading in the right direction in terms of our service offering. Our collaboration suite is also the focus of many of our large strategic partners."

New research from NewVoiceMedia reveals that UK consumers are less tolerant to poor customer service than those in the US.

Coupled with findings that they spend more prior to switching to a competitor, UK businesses are losing twice as much as American companies each year. But service should remain a top priority for US firms, as Americans are twice as likely to tell others about a bad experience.

According to the study, $41 billion of revenue is transferred between companies in the US every year and £12 billion in the UK due to bad interactions - not including the significant cost of replacing lost customers and the impact of negative word of mouth. On average 48 percent of consumers are taking their business elsewhere because they're not satisfied with the service they're experiencing.

UK consumers are more likely to switch following a bad experience than those from the US (50% vs 44%), but in both nations, the majority leave because they don't feel appreciated as a customer. In the US, 53% are so put off from calling a company for fear of not being able to speak to a real person straight away; they may switch to a competitor without even attempting to resolve a problem.

In the UK, being kept on hold is the biggest irritation (49%), although Brits are actually prepared to hold for longer than US consumers, with only 16% claiming they would hang up after five minutes of holding, compared with 22% of Americans. The results of both studies also indicate that women are far more patient than men.

Voice continues to be the channel of choice for customers, but particularly in the US where it's nearly twice as popular as email. Both regions combined, 71 percent consider it to be the most effective channel for a speedy resolution.

While UK consumers are more prone to switching, they're also the most likely to offer the business an opportunity to resolve the issue by writing to complain (58% UK, 37% US). Across the Atlantic, consumers are much less forgiving, with half eager to spread the word, (compared with 27% UK) advising friends and colleagues not to use the company. In both regions, women are more likely to complain than men.

US customers are the most likely to take complaints online, particularly those aged 25 to 34, with nearly 60 percent (59.3%) spreading negative sentiment through social media, forums or review channels following poor service.

However, the significance consumers place on excellent service presents opportunities as well as threats, as organisations can boost their business if they invest in providing a positive customer experience, even turning complainants into advocates by prioritising the service they receive through other channels. 72 percent of respondents said that good service had a considerable influence on their loyalty and 70 percent would recommend the company to others. US customers are more likely to spend more money with the business as a result (42% vs 34% UK). Overall, good service influences women more than men, with women more likely to recommend the business to others.

Jonathan Gale, CEO at NewVoiceMedia, who commissioned the research, commented: "While UK consumers are more likely to leave a company following poor service than those from the US, they share the same frustrations - not feeling appreciated as a customer, being kept on hold and having to repeat themselves to multiple agents.

"With so much revenue being transferred between companies, this research reinforces just how much influence customers have on a business's success. Great customer service is the critical differentiator and investing in providing personalised and engaging customer experiences every time, through every channel, will help businesses succeed in retaining customers and securing new business."

Exponential-e has become one of the first European Cloud Service Providers (CSP) to attain CSA STAR Certification.

The certification, issued by BSI, provides reassurance to customers and partners of Exponential-e's competency to deliver cloud services.

Lee Wade, Exponential-e CEO commented: "We are proud to be the first CSP to have achieved CSA Star Certification following a long and demanding audit process.

"We have been working for years to highlight and counteract the perception among enterprises that cloud services are not secure.

"This cloud specific security certification, that complements our ISO 27001 certification, will provide our customers with the extra confidence that their data is fully protected within the Exponential-e cloud."

Suzanne Fribbins, Risk Management Specialist at BSI, added: "Exponential-e has shown great dedication to become early adopters of CSA Star Certification and should be proud of this achievement.

"As the new industry benchmark for cloud security best practice, CSA Star Certification is a great addition to Exponential-e's existing array of management system certifications. It reinforces its commitment to continually improve business performance and importantly reassures existing and prospective clients that specific cloud security risks have been addressed."

Jitesh Bavisi, Exponential-e's Director of Compliance, added: "Achieving the CSA Star Certification is another significant step forward which enables us to offer our customers a greater level of assurance for our cloud services."

Congrats to Supply Communications for its 9th place ranking in The Sunday Times 100 Best Small Companies to Work For listing.

Established in 2008 the firm provides, installs and maintaining business phone systems across the UK.

"This was Supply's first time of entering the Times Top 100 and we are thrilled at being able to rank in the top 10 coming 9th. Hopefully next year we can aim for the number 1 spot," said MD Mark Blackwell.

"This is a massive achievement for Supply and a massive achievement for everyone who helps make this such a great company to work for."

Claranet has snapped up Grita, a provider of hosting services to the healthcare sector in France, and a supplier accredited with the French Ministry of Health's HADS (Hébergeur Agrée de Données de Santé) certification for the hosting of private medical data.

Since entering the healthcare and emerging e-pharmacy markets in 2010, Grita has added over 50 major customers in the sector, including Philips and Agfa. It was also one of the first companies in France to achieve the HADS standard.

The HADS accreditation, combined with Claranet's existing ISO 27001 and PCI-DSS certifications, makes the company one of the few hosting providers in France to have this set of key industry accreditations, and extends its reach into this fast-growing market segment.

Grita is the latest in a wave of acquisitions made by the company across Europe over the last 18 months - Star (UK, 2012), Typhon (France, 2012), CGEST (Portugal, 2012), and more recently Echiron (Portugal, 2014).

Olivier Beaudet, MD at Claranet France, says: "Grita's specialist expertise in the healthcare sector makes it the perfect partner for Claranet. The hosting market in France is particularly vibrant and is evolving rapidly. Already a leader in the Gartner Magic Quadrant for European Managed Hosting, the acquisition further consolidates Claranet's position in France, and ensures we are well-placed to take advantage of new opportunities within existing and emerging markets in this region."

Nimans has strengthened its trading relationship with handset manufacturer Gigaset pro by being officially recognised as an authorised distribution partner - on the eve of a new product launch.

Purchasing Director Andy Winfield was presented with a plaque and certificate from Gigaset pro Channel Sales Manager Jonathan Beatson as the company unveiled a new interactive desktop device.

The Gigaset Maxwell 10 is an Android-based multi-purpose comms solution, boasting a HD ready 10.1" touch display, cordless or corded handset, built in camera, three loudspeakers, microphone and integrated Power over Ethernet.

Beatson says the Maxwell 10 represents the next chapter in business communications and also features integrated WiFi, Bluetooth and DECT capabilities, with the capacity for up to 12 SIP accounts.

"Everything a user needs is at their fingertips as part of an all-in-one desktop solution," said Beatson.

"We're delighted to recognise Nimans as an official distribution partner. These are exciting times for all of us."

 Pictured above (l-r) Jonathan Beatson and Andy Winfield

Daisy Connect, the O2 Centre of Excellence dealer and part of Daisy Group, is on the hunt for new customer bases.

Following a company restructuring, including last year's integration of the direct arm of MoCo Communications, the business is seeking additional growth through further acquisition and organic expansion, offering its comprehensive product range to new customers.

Under the guidance of Sales Director, Ian Robinson, formerly Managing Director at MoCo, Daisy Connect has successfully developed sustained growth and increased sales volumes.

This has enabled the company to increase its product portfolio as well as enhance existing customer relationships, allowing for more growth as it seeks to expand its operation further to cater for new businesses across a range of industries.

Robinson said: "It's great to see all the hard work we've all put in paying off. We've found a healthy balance between attracting new business and maintaining an exceptional account management that is really starting to pay dividends.

"The integration of the MoCo direct arm, aligned with organic expansion, has ensured we now have operational centres located across the country and we now want to build on that further.

"We possess a business model that is working extremely well, so now really is the right time to build upon our success.

"After a concentrated process, we now have the structure in place and the flexibility required to expand our base, so for us now it's just about identifying the right opportunities."

Millions of working hours could be lost during this year's World Cup according to research by Coms plc.

Of the 100 UK businesses surveyed 75% plan to allow staff staff watch matches in a prepared communal area.

Coms CEO Dave Breith said: "In addition to the companies providing communal viewing areas, a further 19% of businesses said they will allow staff to watch the games at their desks. 

"In 2010 the mainstream TV companies reported that 20 million UK people watched the World Cup final. If even half this number watch this year's matches - and with the increased popularity of screening this could well be higher - that is a quarter of a million working hours lost.
 
"Kick off times vary from 5pm, 9pm and 11pm.  With some games finishing after midnight this could also affect late- and night-shift efficiency and  also result in staff arriving late for work."
 
On a more positive side, 41% of respondents said they would require staff to make up the lost time, a grumpy 8% said they wouldn't allow their staff to watch any matches at all in work time and 32% haven't yet made up their minds.
 
73% of respondents felt that their broadband will be adequate to cope with the increased demand.  However, with reports that this year's competition could be the most popular for streaming, broadband systems could be put under an unprecedented strain. Business now relies on broadband for day-to-day operations, so it could be more than just football that could be turned off come June.
 
On the plus side 50% of respondents said that the tournament gives the nation a feel good factor and will actually aid performance. This compares with 19% complaining that it will be a hindrance to performance, 18%  saying they are 'worried' about performance and 13% counting the days until the tournament closes.
 
Breith added: "With the economy growing at the fastest rate since the pre-credit crisis, these survey results beg the question, have the effects of the World Cup been seriously factored into UK-wide business plans?"

The future of one of the oldest cable manufacturers, AEI Cables, and its 200 staff has been secured following a Pre Pack sale handled by business recovery specialists, Springfields Business Recovery & Insolvency.

The acquisition has been made by the Middle Eastern cable manufacturing group Ducab which operates from five manufacturing facilities in the United Arab Emirates.??AEI Cables has its manufacturing base in Birtley, County Durham and has been a respected name in the industry for many years.

The business can trace it roots back to 1929 when it was know as Associated Electrical Industries. In recent times it has specialised in high performance cable manufacture and its products are used in various sectors including Aerospace and Rail Transportation.

The company encountered cash flow difficulties in 2011 and entered into a Company Voluntary Arrangement with its creditors. The company undertook a restructuring of the business, which at the time resulted in a number of redundancies. Following approval of the CVA, the company began to move away from the house wiring market to more specialist markets.

The Administrators were appointed late on 28 February 2014 and the sale was completed shortly thereafter.

Deviesh Raikundalia, Joint Administrator, said: "The sale of the AEI business has ensured continuity for the company's wide customer base and preserved the employment of the existing workforce.

"The sale secures the future of a well-known and established brand and ensures the continued manufacturing business for the local area."

Springfields were assisted in undertaking the transaction by Leicester based law firm Spearing Waite and specialist agents Edward Symmons.

IT operations management solutions provider Orsyp has appointed Eurotech Computer Services to resell its WAN optimisation control and network performance management solutions (Steamcore) in the UK and Ireland.

Eurotech serves clients across oil and gas, media and life sciences industries and public sector.

Omair Zaman, Business Development Director for Streamcore at Orsyp, said: "Organisations wanting to share massive data volumes across networks no longer need to over provision bandwidth, expensive graphical processors or invest in heavy-duty workstations loaded with VDI.

"Orsyp Streamcore's asymmetric architecture combined with Eurotech's industry focus will ensure joint customers realise maximum value from this new relationship."