Cloud collaboration specialist Evolve IP has teamed-up with research experts at Cavell to put its partners firmly in the driving seat with a significant reseller knowledge boost, where AI (artificial intelligence) is set to transform new areas of activity in an increasingly competitive UK arena, expected to be worth £1.76bn by 2028.
As a Top 10 UK service provider, Evolve IP has developed a series of market insight webinars, beginning with how to ‘Lead the way in the UCaaS space and stand out from your competitors’.
Patrick Watson, Head of Research and UC Lead at Cavell, outlined how cloud-based comms adoption is set to rise to 85% from the current 58%, with AI, Contact Centre as a Service (CCaaS) and customer differentiation becoming ever more crucial. He explained that over the next four years more than four million new users are ‘up for grabs’.
Strong UCaaS growth in the UK, one of the most advanced and mature markets in western Europe in terms of cloud comms penetration, will continue – spanning an overall 19.1m business telephony users.
Evolve IP UK Sales Director, Jamie Hughes, says the company sees great value working with Cavell. “As a Top 10 UK service provider Evolve IP recognises the importance of leading from front so our partners are fully equipped with the knowledge and skills to maximise opportunities in an ever-evolving and increasingly competitive market.”
AI Conundrum
Watson says improving efficiency and productivity through AI is now a key strategic goal and number one priority for many companies.
“AI demand and interest is growing to improve business efficiency but organisations are currently not sure how that’s going to happen. So the onus will fall on resellers as a trusted advisor to deliver returns on investment. There’s lots of hype and market consolidation is expected in the AI ‘arms race’.”
He pointed out how improving cyber security and compliance is also on the rise. Expertise in a particular technology niche is growing too. Brand recognition and reputation including underlying technologies is now a huge part of the buying process.
“Businesses would generally prefer to use a single provider for multiple elements of their converged technology provision – leading to a rise in Managed Service Providers. How to differentiate is a major challenge on products. But customer relationships and customer service are key ways to stand out from the crowd.”
Watson added: “Overall the traditional business telephony user market is set to shrink to around 18m users as more organisations choose collaboration only solutions, rather than DDI external telephony capabilities. However, cloud users will rise and mitigate any revenue loss.”
He forecasts 7% UK market growth will slowly reduce as the market reaches maturity which will mean more cloud v cloud competition rather than premises-based telephony migration.
Vertical Sectors
Watson noted how the customer experience involving both call and informal contact centres, is accelerating demand in value-added services. How to target specific vertical sectors is increasing generally.
He also highlighted how the top 10 UK service providers are expected to gain even more market share, from their current 62.5%. This means choosing the best partners negates any risk of being left behind. He believes CCaaS is very complementary to UCaaS, where only 25% of channel players offer both.
Hughes concluded: “We enjoy a long standing and productive relationship with Cavell, a highly respected name in communications insight and intelligence. The first webinar provided an ideal opportunity to explore the cloud communications landscape, the changes ahead and the opportunity to better understand the industry. The feedback was exceptional and more monthly webinars are being staged as we dive deeper into a changing technology world.”
All facts and figures supplied in this article has been supplied and/or verified by Evolve IP’s research partner Cavell.
