Comms Business Live S4Ep5
DAVID DUNGAY [00:01:22] Welcome to Comms Business Live. My name’s David Dungay, editor of Comms Business magazine. And today we’re going to be talking about winning in the hosted telephony market. I have with me three gentlemen, three experts in their field. Let’s do a few introductions. Ian, tell us who you are, who you work for.
IAN ROWAN [00:01:39] So I’m Ian Rowan. I’m from Wildix UK. We’re a global UCC provider who concentrate heavily on web RTC.
DAVID DUNGAY [00:01:48] Lovely, Paul.
PAUL GIBBS [00:01:48] Paul Gibbs, I’m head of UCaaS mid-market for Gamma. Gamma are a wholesale provider predominately into the channel, providing really everything from sip mobile hosted, you name it.
DAVID DUNGAY [00:01:59] Brillint Okay.
JUSTIN BLAINE [00:02:00] Justin Blaine, Channel Manager at NTA we’re a hosted telephony provider, connectivity provider and handset provider.
DAVID DUNGAY [00:02:07] Brilliant, to my audience, if you have any burning questions for my panel here, make sure you tweet them using the hashtag CB live 19 that’s CB live 19 and we’ll put them to the panel. So onwards and upwards. We’ve done this a few times now. This type of debate, where shall we start? How about the major driving factors for upped the uptake of hosted now Paul start us off.
PAUL GIBBS [00:02:33] So I think UCaaS is got to be the main driving factor for the market, the channel, and end users alike it’s looking at what they can adopt and how that can maximise the applications they’ve got in their business. And, you know, people pay a lot of money certain applications and delivering UCaaS into those sort multi multifacets and, you know, is what people are after I think.
DAVID DUNGAY [00:02:57] Okay. Justin, are you seeing that?
JUSTIN BLAINE [00:02:59] Yeah, certainly. I think at the enterprise or mid enterprise level, certainly at the smaller end of the market, I think some of those benefits to do with things like UC and CRM integration is not necessarily the case of what they’re after. You know, I think were actually after the normal telephony feature. So I think it depends at what end of the market you’re looking at.
DAVID DUNGAY [00:03:18] Sure and Ian obivously your coming at the market from a slightly different angle.
IAN ROWAN [00:03:21] We do the traditional telephony as well. I think it will just purchase as a service now across everything that we do. Even cars. They want to buy us a service, lease it. You don’t call a vehicle as a service, but that’s effectively what it is, because in three years we haven’t got an asset that’s out of date. We renew it. We get the latest technology. Maybe self-driving hybrid is just commonplace against everything we purchase now.
DAVID DUNGAY [00:03:42] Sure. Okay. So the market does feel like it’s really accelerating now. I think we’re just around about a 20 percent penetration in the UK. Rewind five plus years. And you know, there are still those concerns around the reliability of hosted. Are we now have we seen these days gone now they behind us? Justin?
JUSTIN BLAINE [00:04:01] Certainly. I think every provider has a problem at some stage, you know, is technology does go wrong at some stage. I think it really depends on on the provider, the resilience of the provider. And then effectively, you know, maybe some of the DR strategies that they’ve got and so on. But I don’t necessarily believe that it’s just the hosting space itself that’s necessarily unreliable or doesn’t deliver what the customer wants. I think it’s, you know, what the platform is, what it’s built on, and particularly those disaster recovery strategies that are behind the platform is being sold.
DAVID DUNGAY [00:04:33] Okay Paul.
PAUL GIBBS [00:04:33] Yeah. I think, you know, sort of owning your own network is very important as a channel partner to make your decision based on how many applications, you know, can I get from that provider and how has Justin said how resilient, what’s the quality that I’m going to be driving into my customer base? Because let’s face it, you know, the quality means that my operational costs will be as low as possible. So the better the quality, the lower the operational cost. I think that’s a huge factor in picking up on Ian’s point. I think often gets forgotten about is, you know, what the end user wants in the way they purchase. So that CapEx versus OpEx, that’s still that market that people still want to purchase it in a certain way. And I think OpEx, everyone’s purchasing in the OpEx fashion.
DAVID DUNGAY [00:05:15] Sure, it’s just table stakes now to provide that as a service.
IAN ROWAN [00:05:18] And connectivity is key. Owning your own network that doesn’t eliminate the fact you can still have outtages, it’s technology. It happens. Having a decent connectivity, which is a lot more affordable than it used to be.
PAUL GIBBS [00:05:30] Yes. I mean, you know, I think, you know, that’s the word commoditised is is prevalent in the connectivity market space. But that’s kind of good for the end user in the fact that, you know, I can go and get a gig circuit now and I can run all of my applications for it for a enth of the price that I used to pay.
DAVID DUNGAY [00:05:48] But since you said the C word, commoditised just to confirm that. So we we’ve been in this race to the bottom. I mean, it has the channel really learnt to break out of that? Have they learnt to value cellular rather than sell on price. Justin, you’re smiling over there.
PAUL GIBBS [00:06:07] Careful.
JUSTIN BLAINE [00:06:07] It’s a contentious issue, isn’t it? I mean, I think some have there’s no doubt about that. They’re selling applications and not just telephony. They’re not just saying how many lines of extensions do you require. They’re looking at the business benefits of hosted telephony and what it can deliver. To a particular end customer. Others effectively aren’t. You know, I think they are very much at that key system end of the marketplace that is just almost selling on price. And to be fair to some of those resellers, some of those customers, particularly at the smaller end of the spectrum, are gonna buy on price. They’re not going to buy on functionality.
DAVID DUNGAY [00:06:42] And that’s that’s probably no matter what happens, right?
JUSTIN BLAINE [00:06:44] I think so.
PAUL GIBBS [00:06:45] I mean, that they can be the most expensive ones to manage those smaller end ones. You know, that five loser.
JUSTIN BLAINE [00:06:49] A hundred percent.
PAUL GIBBS [00:06:50] You tend to get many more phone calls, which we’ve sort of seen than you would do sort of that that mid end.
DAVID DUNGAY [00:06:58] Fair enough, okay. So, Paul. Paul what? I mean, what are you seeing? Are you are you seeing a lot of partners of the Gamma problem, as we called it, at Comms Business partners going into a deal I’ll be up against, you know, several other Gamma Horizon sellers. You know, what was the answer?
PAUL GIBBS [00:07:14] I think the answer is around. You know, we we don’t just have hosted we have many other applications in blending those together. Really, you can differentiate yourself, but asking the end user what they want and what they have is is hugely important, you know, understanding the end user. Whereas I think that a lot of the people that sell on price just say exactly what you said. How many extensions have you got? What connectivity do you want? Here’s my price. And they don’t really engage with that customer. And that customer loyalty piece, I think a lot of the I said it last time. I think a lot of the end user market have been round the hosting carousel once. So they’ve sort of bought on price the first time, had a nightmare, three years and now they’re actually looking to engage. Okay. So what can you deliver? How can you deliver it? What’s your service like and what’s the quality like? And actually, then you then you drive loyalty from the customer for a longer period of time. So not just the three years, actually. Five, six, nine.
DAVID DUNGAY [00:08:12] So you’re saying these customers are just better educated. They know what they want a little bit more?
PAUL GIBBS [00:08:16] Yeah, I think I think actually, you know, we may tend to patronize the end user a little bit. I think they are well educated in what they what they want but it’s on us to sort of let them know what else is out there and what else we can provide and the benefits that will give them.
DAVID DUNGAY [00:08:32] Okay.
IAN ROWAN [00:08:33] It’s hard when it’s a product you can buy online, though, because where do you add the value to that so that the company, the reseller has to become the value in that proposition. So just better product if it’s just another product and there’s no more value that I can add than you can that you have that so that the reseller has to really become the value that proposition.
DAVID DUNGAY [00:08:49] Sure. Okay. So what Wildix? Obviously not not a new company, but new in the U.K., prominent in Europe and states, I believe. So what kind of things are you putting in place over?
IAN ROWAN [00:09:00] We actually partnered with a company called Value Selling who do one of the leading value proposition training schemes for salespeople. And we’re actually providing that to our partners as well so that they can learn to provide value in those solutions rather than just selling a product.
DAVID DUNGAY [00:09:14] Okay. Okay. So let’s let’s talk about the general mark a little bit more BroadSoft obviously quite a dominant player. You know, one person round this table has that platform, Gamma. And you know, are we seeing are BroadSoft too dominant, I’ll come to you last, Paul, on this one. But is that a danger for the market, are BroadSoft too dominant. What do you think?
IAN ROWAN [00:09:36] They’ve done great wonders for the market because they’ve opened everybody’s eyes up to see the hosted does work and it’s just about having a different product somewhere else. But technology has moved on and they’ve not brought the collaborate along is they call it. So people are now using these smart tools where it is delivered locally or remotely. It is hard when you’re fighting against another three or four resellers to differentiate yourselves. That’s one of the benefits of being a smaller company as opposed to Gamma, where you’ve got to try and differentiate. Differentiate yourself is really hard. But yeah, that they’ve not done anything bad. It’s just that there’s a lot of them.
JUSTIN BLAINE [00:10:09] And I don’t see, you know, BroadSoft being that, you know, the platform that can be too dominant. I think there’s lots of independents Wildix being one of them, NTA being another. So there’s lots of choice in the reseller marketplace. And I see that we’re very nimble, wer’e quick to move. You know, we have things like open API and those kind of things which have real value to those customers that are looking for connectivity to bespoke CRM solutions. And UC solutions in the market.
DAVID DUNGAY [00:10:38] Yeah. Okay. Go on then, Mr. BroadSoft.
PAUL GIBBS [00:10:42] So listen, you know, I think it’s about what that what the reseller does, how they skill up, you know, and what they are getting from their provider. So, you know, Ian, willl tell you that not all BroadSoft’s are the same. You know, and I think that when you when you look at it, they’re absolutely not, it’s about what you can get from your provider and that how you shape your proposition to the end user as a reseller. And because a lot of the time, the day to day takes, you know, dominance. You know, we see a lot of research say, oh, Paul, you know, I’ve got to sell this many seats this month otherwise we won’t make a target, but they’ve got a huge established base. And that huge established base is really the low hanging fruit. And we at Gamma are working really hard about engagement. How do we help you engage with your existing base? What applications are, what marketing material do we provide? And it’s it’s under utilized. There’s no you know, we’ve got the Accelerate portal and it’s just it is under utilized. There’s so much on there to help you shape your proposition and help the end user understand all the UCaaS applications that are available.
DAVID DUNGAY [00:11:44] Okay. So Twitter has fired up cloud comparison. Thank you very much for watching. In the race to the bottom for price, won’t partners just land, land up or end up selling junk as the only way to compete? We sort of lightly touched on this Ian, do you wanna take this one.
IAN ROWAN [00:12:00] Again, that’s where the partner has to add their own personal value, otherwise you can just buy products online. And so to be a value added reseller, you need to add value to that proposition.
JUSTIN BLAINE [00:12:09] Definitely. I think, you know, resellers you know, not just in the telecom space. Now, they’re more in the I.T. sector as well, they’ve got to put their own service wrap and potentially now manage service wrap around their products and services. I don’t think you can just go with telephony only like the IT guys, I think, you know, they’re moving more into the comms world. So it’s all about that service wrap. And as Ian’s just said, it’s adding value because if you’re selling just one product on a price, then they’re going to compare it against others.
DAVID DUNGAY [00:12:39] It’s interesting. You mentioned these the I.T. guys coming into the telecoms sphere there. We’ve been talking about this for quite a long time now. I was speaking with someone just recently said they’re not seeing much go back the other way, not see many telecoms guys going into the I.T. space. Is that what you’re experience?
JUSTIN BLAINE [00:12:55] No, I don’t think so. I think, you know, certainly from our perspective, you know, I see telecoms resellers of either acquired that skillset more effectively. They’ve brought that skillset into their business and really sort of started very slowly with a couple of I.T. guys because they’re an expensive part of our business here as they bring them in. I’ve worked for a managed service company prior to joining NTA and I was amazed effectively in the com space. You know, the customer says I’m not paying 350 pound a day or 450 pound a day for an engineer, but because IT is seen as a black art, effectively, you know, they’re quite happy to spend 950 pounds. So there’s this great opportunity for telecoms guys to be in that particular space. But definitely we’ve got lots of managed service providers as resellers.
IAN ROWAN [00:13:41] They’re used to selling on service. They’re not wrapping people into long term contracts for their services, that good. They’re doing on a month by month basis. To help that we’ve just done hardware as a service that I can rent the handset for 30 days as a minimum term. So it just makes it so much easier for them. And they’re used to selling that as a service.
DAVID DUNGAY [00:13:58] Bit more natural for them, I’m sure. Okay. So we’ve got another question here from Maxwell Jones. Thank you very much for watching. Is compliance, e.g., Financial Conduct Authority a route worth exploring?
JUSTIN BLAINE [00:14:09] Yeah, I can speak confirm from what we’re doing now at NTA. So, you know, we’ve gone out to two or three different providers over the last 18 months, two years for cool recording solutions that there’s a couple of problems with the solutions in the cloud space. So effectively they’re so used to working on prem that they don’t necessarily multi tenant because the NTA offering is all about being white labelled. So it’s all about the reseller not NTA. So they’re affected. They don’t white label, they don’t multi tenant correctly. So effectively, NTA are now developing their own encryption, their own PCI DSS compliance because we haven’t found it in the market. It’s as simple as that.
DAVID DUNGAY [00:14:47] What’s your take on that one Paul?
PAUL GIBBS [00:14:48] It’s a it’s an important one is a huge market in our method to, you know, the compliance. It’s massively important and like Justin said, you know, Gamma have launched their new cool recording platform that will take that box. And it’s about making it easy. So we’ve tried to sort of take it away from your storage that you’re using and actually just say it. It’s how many months would you like to record it for? Is that six months? Is that a year? Is that two years, three years. And that’s how we’ve done it now, because I think that making it easy for the reseller and the end user to know where they’re going to land is massively important. Because how do I bill it if I don’t know where the end user. What the end users consuming. So, yeah, in that space, I think it’s massively important, but just know making it easier is huge.
JUSTIN BLAINE [00:15:35] I’ll add to that as well. I think effectively as more and more people enter the cloud world as regards to telephony itself, I think those enterprises that require that that type of functionality, PCI, DSS submitted to compliance and so on effectively are going to look for a provider with that capability. And for anybody who hasn’t got that effectively, you’re out of the picture here.
DAVID DUNGAY [00:15:56] Yeah, sure.
PAUL GIBBS [00:15:57] But also they’ll they’ll they’ll pay for that service because they need they need to be compliant. So actually, is it our chances as as resellers to build more value into our sale? I think it absolutely is, because they want to consume it. And it’s just you know, it’s less about the price. It’s more about service. So, again, it’s differentiating yourself or having that, as you said, having it on your list.
DAVID DUNGAY [00:16:17] Yeah. Sure. Okay. We’ve got another question here from cloud comparison again. Thank you very much for watching. Should support be added with the commodity play or should it be a separate service? Ian, do you wanna start us off on that one?
IAN ROWAN [00:16:30] I think it should all be wrapped up into one. You get your extension, you get your minutes you get everything as a single fixed price and it is a whole service because it’s a unique service that the partner offers. If you start saying phones this much, the UCs this much, the service is that much. It’s not the product. The product is your service and the telephone is part of that service.
DAVID DUNGAY [00:16:52] Chaps, agree with that?
PAUL GIBBS [00:16:54] Yeah, I would think, you know, I think having a having it as a service and what you provide and, you know, we were talking about IT a minute ago, I think that I actually think telecoms people are requiring I.T. resellers now because actually they see that, well, they’ve got that service, that customer, the customer is used to paying it and actually for X percent of the service rep that you will do and you can add telephony to that.
IAN ROWAN [00:17:17] They sell managed desktop, you don’t pay for word and excel you buy a desktop experience. That’s the same if you buy a manage voice. So everything should be in a single rep.
DAVID DUNGAY [00:17:26] Yeah. Okay. So lets Justin, you look like you want to add something.
JUSTIN BLAINE [00:17:29] Was was just going to say the basic. I mean I I see a real mix because you know, this isn’t the PBX market is in a bit of tin where effectively, you know, that’s the RRP of the equipment because you’re a certain level apartment, you get 42 percent of our RRP or whatever like that. I don’t think there is any particular model for resellers to take and be successful with I think they deliver their own models to the marketplace themselves. And I see many successful partners of ours that do charge maintenance as a separate entity. So. So there is an opportunity there because, you know, the adds moves changes that are in the PBX world effectively are still there in the hosted world. And it still takes resource. It still takes somebody on a support desk to do that. It still takes time. So there is an opportunity still to make money out of that.
IAN ROWAN [00:18:13] And still make money, but wrap it into the whole services and managed service of voice rather than on managed servers of UC rather than a phone with a maintenance contract alongside.
PAUL GIBBS [00:18:22] Yeah, we do see it. You know, I think some of our resellers do it as a sort of an onsite service.
IAN ROWAN [00:18:27] Used to be a legal requirement. When I first started in telecoms, it’s a legal requirement to have a signed maintenance contract before it connect it to the SDL.
DAVID DUNGAY [00:18:40] Okay. So good questions. Thanks very much. So yeah, keep keep them coming. Remember CB Live 19. So who’s making the decision within these organizations now to go hosting? Who is that reseller now targeting within these organizations? Paul?
PAUL GIBBS [00:18:55] Yeah, I think it’s dependent on the size of your organization frankly, I think, you know, we discussed it briefly, you know, before, but it’s that, you know, oh, at sub 50. It’ll be like a product champion or a designated expert within the business. And it’s on them to make the decision, which can scare them a little bit at times. And but as you go above that, I think there’s a, you know, an I.T. manager or a CTO, an I.T. director, and they will make decisions and. You know, has that been has that been responsible for the slightly slower uptake in the mid-market space? I think it probably has. We you know, we’ve talked about it, but I think the you know, at that end of the market that, you know, there’s designated people in each.
DAVID DUNGAY [00:19:41] Sure. You seeing that as well Justin?
JUSTIN BLAINE [00:19:42] Definitely. I think, you know, I assist many resellers end user meetings. So it really depends on the size of the organization for that SMB type customers. Paul quite rightly says, you know, that that could be the office manager. It could be the MD of the company.
IAN ROWAN [00:19:56] And you find everybody’s got an influence as well now, they’re doing something at home and saying, well, why can’t I do this at work.
JUSTIN BLAINE [00:20:01] Absolutely an enterprise level. Then effectively it’s, you know, CTO level and someone like that.
IAN ROWAN [00:20:06] Can’t forget the guy that holds, that siDs the cheque book either.
JUSTIN BLAINE [00:20:09] The FD’s the important person absolutely.
DAVID DUNGAY [00:20:12] You mentioned your end user meetings there. I mean, how important is that as a part of your was your individual propositions to to be there with you or with your partners?
JUSTIN BLAINE [00:20:21] It’s massive. I think, you know, we’re NTA, we have a limited resource when it comes to that. But effectively, you know, what I find with with resellers is we onboard them. You know, we give them all the marketing collateral, everything is white labelled. But generally probably the first three to six months, they require more support.
IAN ROWAN [00:20:37] It takes a lot to upskill.
JUSTIN BLAINE [00:20:39] Absolutely. You know, they’re venturing into a new world potentially. And they need help at the point of sale to deliver, you know, the greatest experience it really.
IAN ROWAN [00:20:48] We see a spike in support ticket as soon as we take on a new partner bevause they’re doing their first couple of in stores. And it does take a while to get used to.
JUSTIN BLAINE [00:20:55] It does drop off. You know, you sort of get to that three to six month period and then all those resellers, you don’t hear from them. You know, I’ll be in that area, the country. And I’ll say I’ll just pop in for a coffee. No, we’re far too busy. We don’t need to see you. We’re fine. Thanks very much. So, you know, they get to a certain stage where, you know, they self serve effectively.
PAUL GIBBS [00:21:13] And then that’s, you know, let’s be honest about it. That’s what that’s what we’d like as as providers. You know, it’s how fast we can up skill them to be great at selling our product. So it doesn’t stain our, you know, stain the product in any way because they’re mis selling it and giving them tools to drive margin. So it’s just it is handholding with any new partner around the products that you provide. And, you know, even to the point, if we can ask what sort of price point should I be going out at, you know, because they just they kind of don’t know, you know, especially if it’s I.T. because they say, well, shall we make the normal sort of 10 percent? And you’re not. No, no, no, no, no. Drive the value out of this part of your business.
DAVID DUNGAY [00:21:54] Okay. Okay. So let’s talk product then. You know, this wasn’t long ago. You look around the market and picking between different products on on the sheet of features was, you know, it’s hard to pick between different, you know, different platforms, if you like. So what where we seeing that innovation has changed now, where we’re seeing innovation come from Ian.
IAN ROWAN [00:22:13] Being driven by the market, what people are using at home. I think so why is it so easy for me to have a crop cross platform, chat with all my friends, cross platform, video call, but then I come to work and I can’t. So there’s a lot of that, that desire coming from what we can do in our personal lives. And sometimes we take those tools into our business life and when we probably shouldn’t.
DAVID DUNGAY [00:22:33] I definitely do.
IAN ROWAN [00:22:35] Drive is definitely coming from that way. I think we’re all guilty of that.
PAUL GIBBS [00:22:37] But it makes the education process kind of easier because because you can say you can reference oh, what’s that, you know, and things like that. That that collaboration piece, we are we are kind of UCaaS end users at home. So so why shouldn’t we be that in the business space and you know, that word business is really important. All the support that we underpin those applications with is kind of much better than they’ve been used to.
IAN ROWAN [00:23:03] It used to be totally opposite way around the been the innovations in business used to then rollouts to our social life. But now we have the other way around. We still call this a phone. The phone is one of the least things we do with it yet. Apple got a screen type thing where you can see actually how much you use each application and I’ll guess all of us the phone won’t be in the top 10 when you see what applications we’re using but we call it a phone.
DAVID DUNGAY [00:23:25] I agree with that. Okay. So you touched on earlier Justin CRM, CRM integration. How important are those third party integrations to to these products now?
JUSTIN BLAINE [00:23:37] It’s definitely important. But but again, we don’t see a lot of that going out, particularly from NTA with with our reseller base. I think you know that the general telephony features are probably the most important depending on again, on the size of the customer. UC US presence, you know, clicks, dial screen popping and all that kind of thing. But yes, CRM integration to the larger customers is vitally important. And I think applications like teams and so on is having a dramatic effect in the market. I think you’ve got to be able to collaborate with those type of software capabilities to deliver functionality to the end user there’s no doubt about that.
IAN ROWAN [00:24:15] I think there’s a fear of teams that it’s going to take over the UC space, but it’s a collaborative workspace. And you can see you need a telephone system behind it to make it work well. You can do migrations, but it’s not a telephone system as such.
PAUL GIBBS [00:24:28] That’s that’s the biggest argument in book.
JUSTIN BLAINE [00:24:30] It’s not anywhere near where It should be. I mean, Microsoft have been so great.
IAN ROWAN [00:24:34] It is a collaborative workspace for sharing a work in a particular project. It’s not a collaboration.
JUSTIN BLAINE [00:24:39] It is. And I know I’ve seen it with, you know, OCS and I’ve seen it with link and Skype for business and so on like that. But effectively, the traditional sort of features of a PBX, if you want to call it that effectively is still not there. So you’re right Ian it’s got to up that telephony piece pinned in with it. You know, it’s got to be integrated with it to deliver the functionality of a telephone system.
IAN ROWAN [00:24:58] You integrate the two we get the complements of the complimentary system that teams provide. And we give them complementary features back as well.
DAVID DUNGAY [00:25:07] We’re not we’re not we’re not coming up against teams in the marketplace.
IAN ROWAN [00:25:09] Everybody’s got it.
PAUL GIBBS [00:25:10] Everybody’s got it. Yeah. We get asked about it. Probably it’s, you know, give it 10 minutes and then we get asked that question that any sort of seminar we do. But I think it’s actually understanding it. And I think that the gents have said it right in the fact that, you know, the differentiator is the fact that we are underpinning these UCaaS applications with telephony and it’s and the cost of supporting teams for telephony could be astronomical because who’s doing the pool? Where’s the number going? All of those questions. Well, what would you mean? So when you pool on a thousand numbers, what, who’s managing that pool? Well, they will. Well, who where’s it being done? Is it onshore? Is it offshore? So those questions quite often get forgotten about. And just briefly touching on the CRM piece, I think it’s I think the we were a little bit guilty of not asking the question, what CRM have you got because people who used to buy.
IAN ROWAN [00:26:07] CRM’s have become a commodity as well. You go online and I could buy Salesforce for five users in a couple of minutes.
PAUL GIBBS [00:26:12] Exactly. But but they will pay a subscription basis for that and actually pinning the two together. How much more value of my driving out. So, you know, Salesforce, Enterprise, 110 pound per user and you’re gonna go and ask for 20 pounds a user. It is a small percentage of that price that adds all the telephony features in to to Salesforce to work with it. Yeah. So I think it’s about changing the way our behaviour a little bit.
DAVID DUNGAY [00:26:36] Okay. So we’ve touched on teams we spoke a little bit about WhatsApp a moment ago. Is that still a question now that I can say those consumer grade applications, are they still like why am I paying for this? I get this over here for free.
PAUL GIBBS [00:26:49] You couldn’t run a business on WhatsApp, could you? You know, I don’t think you could.
IAN ROWAN [00:26:54] The moment you create a group on WhatsApp and out other people into it. You can you’re sharing contact information, but I’ve not explicitly giving you my permission. Then you’re in breach of GDPR. So businesses need to be aware of that instantly. At the moment they create a WhatsApp group. Although it is a great tool because it’s really well designed it’s dead easy to use.
JUSTIN BLAINE [00:27:13] And it’s free.
DAVID DUNGAY [00:27:16] Okay. Okay. So we’re coming towards the end of the session now. Maybe let’s let’s talk about our expectations perhaps over the next 12, 18 months in the hosted space. What are, what are your expectations for the market Ian?
IAN ROWAN [00:27:30] I think a lot people will be using more mobiles as their end points. I don’t think that they’ll be looking for purchase in hardware on a desk, especially as the workforce gets younger. I think we’re all happy to use this as a study about ASOS that 80 percent of their purchases come from a mobile device. So it’s showing how much we use in this morning.
PAUL GIBBS [00:27:48] Is that my wife.
IAN ROWAN [00:27:54] This morning as I was coming into Coventry to catch the train. Coventry is the home of a black cab. There was about 40 black cabs out there, not a single one moving. And everybody coming in and out is coming on an Uber so mobile is driving everything. I think that’s going to be a massive force and obviously AI and bots within chats and etc. within our solutions driver.
DAVID DUNGAY [00:28:16] Okay Paul.
PAUL GIBBS [00:28:17] I think Ian’s right. We’re driving. You know, what can we do with that device that we’re so used to using. Well actually, if I can if I can utilize collaborative technologies on there so I can chat a business level, chat, do video, do you know, do conferencing audio, conferencing all out of one application on my mobile. Well, fantastic. And again, it’s driving. You’re maximizing the value.
IAN ROWAN [00:28:40] You know, you’ve also got the climate aspects as well with video. So you’ve got the protesters today again. No, there’s things like HS2 coming along. Supposedly that’s going to cost billions. Video conferencing eliminates it. It takes a lot of that requirement away for travel and up and down the country. And loads of miles.
JUSTIN BLAINE [00:28:59] Collaboration is key. There’s no doubt about that moving forward, isn’t it? You know, it’s going to take away that travel and so on. But we need to adopt these tools within our businesses, because, again, I think no disrespect to some of our reseller channel, but effectively we have to educate our own customers with this. You know, that we don’t need to travel from London to Scotland to go to a meeting. You know, we can have a video chat and certainly my reseller partners identify in this what we do, more and more webinars and video chats and so on like that now. So we get in there, but I think we still got a long way to go.
PAUL GIBBS [00:29:33] I think the ROI taking this sort of fluffy ness out of what your delivering so if you did this, it would be really good. I think actually, you know, doing the doing the ROI piece and saying these are the real stats, efficiency gains, your normal travel gains, but actually laying out to the end user and say this is what we will deliver for you by rolling out these UCaaS applications well the ROI will massively help you as a reseller. So there you go, Mr. Customer.
DAVID DUNGAY [00:29:58] As soon as you put a number on it, it became becomes all tangible doesn’t it. Excellent. Okay. Right. We’re at the end of our session. Thank you so much for joining.
PAUL GIBBS [00:30:07] Thank you.
JUSTIN BLAINE [00:30:07] Thank you.
DAVID DUNGAY [00:30:07] Ian, Paul and Justin and yeah I hope to see you all again soon. Thank you very much for tuning in. You’ve been watching CB live. Don’t forget Channel Live. This September 11th and 12th. If you want to see what my fellow expert panellists are doing in the market, come along to that show in Birmingham at the NEC where they reveal all. Thank you. I will catch you next time.