TelcoSwitch CEO Russell Lux said that customer service has changed fundamentally and the “omnichannel” must evolve with it.
Lux said that customer interactions have become hyperconnected and this means that “omnichannel” capabilities need to be slicker.
For example while online shopping has led to a sustained change in the way customers interact with businesses, they expect expect queries to be answered faster.
OutSystems is working with Deloitte Consulting to build a Centre of Excellence (COE) focused on providing cloud-based industry solutions using Amazon Web Services (AWS).
The idea is that Deloitte, OutSystems, and AWS will hatch out new enterprise applications for customers.
The Centre of Excellence is European wide and so far has been tapped into by Red Cross Netherlands. The Red Cross used it to build new applications for volunteer management and coordination. The three organisations let the Red Cross to scale operations amid increased demand and rapidly changing needs during the COVID-19 pandemic.
Synaxon UK has signed a partnership with Telavox, the Nordic UCaaS provider. The agreement gives UK resellers direct access to Telavox’s partner programme.
For those not in the know Telavox Partner Program provides resellers with a range of services and options designed to support sales and services growth. As well as comms and IT system integrator partners, Telavox is keen to work with businesses with skills and experience in collaboration tools, contact centres, and CRM. It offers training and sales support, rapid installation through a self-provisioning portal, transparent pricing and attractive commissions and flexible partner programs to suit resellers of all shapes and sizes.
Synaxon UK Managing Director Mike Barron said that working with Telavox was a good way for partners of all kinds to differentiate their offering and get closer to customers.
Security outfit Exclusive Networks has signed IronNet to its cyber portfolio, bringing network detection and response capabilities to transform cybersecurity through Collective Defence.
This new offering will enable Exclusive Networks UK’s partners data recovery and security, accelerated digital transformation, data in motion/data at rest, and acceleration to cloud products.
New research from insecurity outfit Avast has found that security concerns among IT decision-makers (ITDM) in small and medium-sized businesses have grown since the start of the COVID-19 pandemic by 56 percent.
The more employees, the more ITDM’s security concerns have grown. In businesses with 2-5 employees, only 32 percent of ITDMs are more concerned since COVID, but the number grows to 76 percent in SMBs with 100-300 employees.
Netbox Digital, a Kent-based provider of print/copy and scanning stuff, has set up a new office in Norfolk.
The move follows its acquisition of Photostatic Anglia in late 2020 and the new digs will replace Photostatic Anglia’s previous premises.
The company said that the new office in Trumpeter House, Long Stratton will give a local presence to Netbox Digital sister company, Netbox Recruitment, currently operating from the group’s Rochester HQ.
Netbox Group Managing Director Paul Crewe said: “Our new premises will provide a wonderful hub from where our team can continue to serve our clients and we can continue to expand our presence across East Anglia.”
Econocom group has acquired a majority stake in Trams, a London-based IT solutions provider benefiting from long-standing partnerships with Apple, HP, Lenovo and Dell.
Founded in 1990, Trams serves international companies and well-known blue-chip brands with a range of products and services, including commodity IT hardware, cloud hosting, IT maintenance and recycling. It employs around 40 people and in FY20 reported revenues of £42 million.
While 2020 was influenced by COVID-19, 2021 will be the year of outsourcing claims eacs CEO Kevin Timms (pictured).
Timms said that the attitude toward managed services has changed significantly as a result of the pandemic, and the drivers for adoption, whether it be out-source, out-task or out-staff have changed for good.
Timms said: “During 2020 and all the tumult surrounding enabling people to work from home and the raging uncertainty, there was little appetite to change outsource suppliers or indeed adopt managed services. There were few procurement tenders released in the public or private sector and eacs saw clients simply renew their managed services without going to market. It felt like in 2020 companies were just holding their breath, riding things out and delaying any decisions.
Pinnacle Computing has picked up K3’s Sage business for £1.68 million.
The deal should complete next month. In the fiscal year to 30 November 2020, the Sage business generated revenue of £5.2 million and a pre-tax loss of £1 million. Current recurring revenue is £3.1 million, with gross profit of £1.5 million. Net liabilities stood at approximately £1 million on 30 May 2021.
In April 2020, K3 placed its loss-making UK Dynamics business into administration, leaving the group focused on profitable core units. The channel outfit flogged Starcom Technologies in February 2021, for £14.7 million to Node4.
K3 expects the sale to strengthen its balance sheet and generate pre-tax profit of approximately £1.6 million, which will be accounted for as an exceptional contribution to trading results in the current financial year, ending 30 November 2021.
Cisco’s AppDynamics is shifting to a 100 percent channel model, alongside major updates and improvements to its global partner programme.
The firm said the changes will help partners “fully exploit the potential of stack observability with business context”.
AppDynamics has been using a “direct and indirect” sales model for some time, but the outfit feels that a total channel will provide closer alignment to Cisco’s sales motion and give partners the confidence and opportunity to build out full-stack observability practices with AppDynamics and Cisco.
AppDynamics’ vice president of Worldwide Channels and Strategic Alliances Mark Maslach said the company has added a new ‘Elite’ level to its Global Partner Program, creating a three-tier structure alongside the existing ‘Alliance’ and ‘Titan’ levels.
Tax outfit Vertex has acquired SAP company LCR-Dixon to allow its partners to cover more taxing SAP business.
LCR-Dixon makes tools enhance a customer’s ability to maintain, analyse and validate tax data in procure-to-pay as well as order-to-cash. All this makes for simplification of tax complexity in SAP environments, it’s said.
Vertex CEO David DeStefano said: “We believe the addition of LCR-Dixon’s unique suite of solutions with Vertex tax technology delivers an incomparable value to our customers who need to manage complex global compliance requirements. We share a common vision and principles based upon loyalty, consideration and respect. Vertex and LCR-Dixon have enjoyed a long-standing partnership and together have delivered best-in-class solutions to some of the world’s largest companies running SAP.”
COVID has created a skills gap among channel marketing professionals, according to a new report from Coterie and its research partner, the University of Huddersfield.
The report said that the ongoing technology skills gap, a staple of the channel sector, was worsened by the continuing COVID-19 pandemic. The issue has forced people-focused channel markets traditionally has had to abandon face-to-face interactions.
ServiceNow has expanded its partnership with Microsoft teams to cash in on remote working trends.
As part of ServiceNow’s Now Platform Rome release, the company is introducing a new collaborative app for its Employee Centre that integrates with Microsoft Teams and offers streamlined employee experiences in the hybrid work environment. In addition, the companies announced expanded investments in co-innovation and go to market efforts across ServiceNow workflows and Teams.
Lexmark is working with Computacenter in Europe, in a cunning plan that lets enterprise customers access its secure managed print services (MPS) solutions through the technology partner.
The new partnership builds on Computacenter’s long-standing relationship with Lexmark, having already worked together for more than a decade.
Lexmark says the move will enable the pair to provide additional value-added services to more customers and offer a “better experience” for enterprises.
Lexmark senior vice president and chief commercial officer Brock Saladin said: “The partnership will enable us to provide reliable, automated and integrated print support that ensures security to Computacenter’s customers, supporting the delivery of cloud-first digital transformation strategies,” Saladin said.
Leeds based cloud computing and disaster recovery specialist, virtualDCS, has appointed technology expert, Dave Helm, as a non-executive director to spearhead the company’s next phase of growth.
For those who came in late, Helm co-founded Leeds based IT services business, Blue Logic, which supplied technology, cloud solutions and IT security. Blue Logic employed an 80-strong team and with an annual turnover of more than £8million when it was sold in 2019.
Following this, Helm now holds non-executive director roles at a number of leading technology companies, including Leeds firms, Rabb-IT and Cindercone.
He said: “Over the last decade virtualDCS has made a big impact in the IT industry, establishing a market leading range of products including its CloudCover Disaster Recovery suite and its market leading Microsoft 365 backup solution, CloudCover 365. These products are now widely used by clients across the public and private sectors.
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