Comms Dealer

Content Guru is one of the largest cloud-based contact centre infrastructure vendors in Europe and worldwide by number of seats, according to US-based industry analyst firm DMG Consulting in its 2016-2017 Cloud-Based Contact Centre Infrastructure market report.

Content Guru's storm cloud offering converges multi-channel cloud contact centre capabilities with UC and incorporates technologies such as AI and WebRTC for many practical applications.

Sean Taylor, CEO at Content Guru, commented: "2016 marked a tipping point in the cloud contact centre marketplace. It was our strongest year and provides a fantastic springboard to help us realise our global ambition of becoming the leading global provider of cloud customer engagement hubs."

Aberdeen City Council is the latest organisation to benefit from CityFibre's pure fibre network project in the city.
 
Delivered in partnership with Capita as part of the Scotland-wide SWAN programme, the network, which is already benefitting Aberdeen businesses, will support the Council's growing demand for bandwidth and resilience among schools, libraries and other public buildings.
 
Over 100 public buildings will be connected to the ultra-fast, pure fibre network, delivering cost savings and improvements to digital systems and services such as online administration, public Wi-Fi, and classroom e-learning.
 
James McClafferty, CityFibre's Head of Regional Development in Aberdeen, commented: "Transforming Aberdeen into a Gigabit City has been a truly collaborative process, working with a range of strategic partners to enable access to next-generation digital connectivity for businesses, organisations, and public sites across the city.
 
"This next phase delivered in partnership with Capita and Aberdeen City Council will provide essential new communications infrastructure for the city's hard working public services as well as a future-proof alternative to ageing, capacity constrained copper networks. This is a long-term solution that will support the city as data usage and storage needs continue to grow."
 
As well as improving digitised services and facilitating the uptake of innovative e-learning methods in schools, Councillor Willie Young, Finance, Policy and Resources Committee Convener at Aberdeen City Council, believes CityFibre's investment will help to attract new talent and investment to the City.
 
He said: "Aberdeen has fast been emerging as one of the most impressive Gigabit Cities in the UK thanks to an innovative and well established partnership between the private and public sector.
 
"By partnering with CityFibre, we can create a leading digital infrastructure which not only makes a significant statement to the global business community but will allow our citizens to access it in public buildings.
 
"In particular, the network will make an incredible difference to our young people in schools. Digital learning has real benefits in that it allows our pupils to self-learn by being creative with their subject matter. It is crucial that schools are equipped with the best network to allow this learning to continue and develop.
 
"Further investment in this infrastructure throughout 2017 will create an extra 30km of fibre network, positioning Aberdeen among the best connected public sector facilities in the country. This is a genuine example of the achievements that can be made through local authority partnerships with innovative businesses for the betterment of an entire region."
 
CityFibre is also developing Gigabit City projects in Edinburgh and Glasgow as well as throughout England, with plans to launch additional cities later in 2017.

A new range of ISDN to SIP convertors are set to catalyse SIP trunk adoption in the UK according to their maker Splicecom which also claims to have unlocked revenue opportunities that are beyond the reach of traditional service providers.

The Basic Rate and Primary Rate ISIP devices enable resellers to approach businesses still using legacy PBXs with 'immediate and cost-effective' access to SIP trunks, according to the firm.

"Businesses using ISDN trunks with their PBX do so for one of three reasons - they're happy with their existing PBX and want to continue sweating the asset, their existing PBX can't support SIP trunks, or it's too costly to add SIP trunk support to an existing PBX," explained Stuart Bell, Splicecom's Head of Sales for UK&I.

"We're not talking small numbers here. There are still around two million ISDN trunks in everyday use in the UK. Most of these are services that can't be directly swapped for SIP at present due to them either being still in contract or for the three reasons previously outlined.

"The availability of ISIP gives our partners immediate access to a large legacy market that the traditional SIP service providers can't access at the moment."

Comms Dealer sales exec Sophie Timms recorded a personal best in Farnborough's first Half Marathon on January 22nd, a key milestone of her training regime in the run up to this year's London Marathon on April 23rd.

On completing the Farnborough course in under 2hrs 10m Sophie immediately revised downwards her target time for the big day.

"Last October I finished the Wimbledon Half Marathon in 2hrs 33m," she said. "In just three months I have been able to shave 24 minutes off that time.

"Now, my recovery is quicker, my heart rate is staying lower and my breathing is steady. My original aim was to finish the London Marathon in under five hours, but I'm confident of doing 4.5hrs."

Big hearted Sophie is running in aid of kids charity Sparks and she has invited the channel to support her long distance fund raising campaign.

"If someone had told me last year that I would be running the 2017 London Marathon, I would have laughed," she said.

"Sparks has been so kind to take me on this journey. If you could donate, even just £1, to my Just Giving page then you can help me to help them."

Please go to: www.justgiving.com/Sophie-Timms1

Pictured: Sophie celebrates a personal best after Farnborough's first Half Marathon event.

In tandem with its Chapter 11 announcement Avaya reported financial results for the fourth fiscal quarter and fiscal year ended September 30th 2016.

Total revenue for the fourth quarter was $958m, up $76m compared to the prior quarter as demand improved for products and services, and decreased $50m year-over-year due to lower demand for unified communications hardware. 

GAAP gross margin was 60.9% for the fourth quarter. Non-GAAP gross margin was 61.8%, which compares to 62.4% for the prior quarter and 62.0% for the fourth quarter of 2015.

GAAP operating loss was $428 million, reflecting $542 million of impairment of goodwill and intangibles. 

Non-GAAP operating income was $229m which compares to $180m for the prior quarter and $202m for the fourth quarter of fiscal 2015. 

For the quarter, adjusted EBITDA was $284m or 29.6% of revenue, which compares to adjusted EBITDA of $223m or 25.3% for the prior quarter, and $246m or 24.4% for the fourth quarter of fiscal 2015.

For fiscal 2016 Avaya reported revenue of $3,702m, down 9% compared to fiscal 2015, or down 8% in constant currency.

GAAP gross margin for fiscal 2016 was 60.6%. Non-GAAP gross margin was a record 61.5%.  GAAP operating loss was $262m, reflecting $542m of impairment of goodwill and intangibles. 

Non-GAAP operating income was $756m in fiscal 2016 compared to $718m in fiscal 2015. Fiscal 2016 adjusted EBITDA of $940m represented a record 25.4% of revenue and was $40m higher compared to fiscal 2015. 

"Avaya's fourth fiscal quarter results reflect the strength of our technology portfolio, with major competitive wins at government agencies and enterprise customers across networking, contact center and private cloud services underpinned by continued transformation of the company to a superior operating model," said Kevin Kennedy, president and CEO. 

"Revenue and adjusted EBITDA exceeded the high end of our preliminary stated range. In constant currency, contact centre and networking revenue increased double digit percentages from both the prior quarter and year-over-year, while unified communications products declined year-over-year and grew sequentially. 

"The decision to restructure through a chapter 11 process reflects the company's debt structure, as opposed to the strength of Avaya's operations and business model."

"This path is a reflection of our debt structure, not the strength of our operations or business model." CEO Kevin Kennedy.

Troubled Avaya has filed voluntary petitions under chapter 11 of the US Bankruptcy Code. The company's foreign affiliates are not included in the filing and will continue normal operations.

Avaya has obtained a committed $725m debtor-in-possession (DIP) financing facility underwritten by Citibank. Subject to court approval, this DIP financing, combined with the company's cash from operations, is expected to provide sufficient liquidity during the chapter 11 cases to support its continuing business operations and minimise disruption.

"We have conducted an extensive review of alternatives to address Avaya's capital structure, and we believe pursuing a restructuring through chapter 11 is the best path forward at this time," said Kevin Kennedy, Chief Executive Officer of Avaya. 

"Reducing the company's current debt through the chapter 11 process will best position all of Avaya's businesses for future success."

As part of Avaya's assessment of options to address its capital structure, the company evaluated expressions of interest in various Avaya assets, including its contact centre business. 

After evaluation in consultation with its financial and legal advisors, the Avaya Board of Directors has decided that focusing on the company's debt structure is paramount and a sale of the Contact Centre business at this time would not maximise value for Avaya's customers and all of its stakeholders. 

Avaya said in a statement that it remains in ongoing negotiations to monetise certain other assets, as appropriate, to maximize value for all stakeholders.

"This is a critical step in our ongoing transformation to a successful software and services business," added Kennedy.

"Avaya's current capital structure is over 10 years old and was put in place to support our business model as a hardware-focused company, which has evolved significantly since that time. 

"Now, as a result of the terms of Avaya's debt obligations and the upcoming debt maturities, we need to recapitalise the company.

"Our business is performing well and we are confident that we can emerge from this process stronger than ever, as this path is a reflection of our debt structure, not the strength of our operations or business model. 

"Pursuing restructuring through chapter 11 will enable us to reduce Avaya's debt and interest expense, while providing increased financial flexibility to further invest in innovation and growth. 

"We are keenly focused on minimising disruption to our customers, partners, and employees and do not expect to experience any material disruptions during the chapter 11 cases." 

Adept Telecom CEO Ian Fishwick commented: "Avaya has been generating strong cash flow. However, until the accumulated debts of circa $6bn are paid the business will continue to struggle.

"Chapter 11 gives breathing space to businesses to sort out selling-off assets or securing more funding. US businesses that successfully entered and emerged from Chapter 11 include General Motors, American Airlines, Texaco, Macy’s and Bloomingdale’s."

"Whatever happens, Avaya will continue as a brand and as a business, but the ownership or structure of its finances will change. Chapter 11 is just one way of achieving this." 

On reports of money owed by Avaya to creditors, a spokesperson for the vendor said that for trade payables for Avaya entities outside those listed in the Chapter 11 filing, it’s business as usual (including channel). Trade payables for Avaya subsidiaries within those listed in the filing were paid before the filing, to avoid disruption. 

"Ultimately, the process is intended to help Avaya carry on as normal, especially in the UK, where the business isn’t affected by the filing," stated the spokesperson.  

Swindon-based Excalibur has gained Vodafone's topmost accreditation to become an elite Total Communications Partner.

Excalibur now has access to a wider range of Vodafone training and tech support.

James Phipps, Excalibur's CEO, said: "In such a fast-moving industry with digital technologies now so important to businesses, this recognition is a fitting testimonial to our hard working team."

Nick Birtwistle, Head of Partners and Alliances at Vodafone UK, added: "Excalibur's team has shown great commitment and vision to leading a new era in communications and connectivity."
 

Managed Services Provider Annodata has achieved a position on the Crescent Purchasing Consortium (CPC) framework for Multifunctional Devices & Associated Print Services.

The framework is designed to drive best value purchasing arrangements for the education sector and broader elements of the Public Sector.

Earning its place on the framework will enable Annodata, recently acquired by Kyocera, to act as a trusted advisor to the Public Sector in the UK.

Rod Tonna-Barthet, CEO of Annodata, commented: "The Public Sector is an incredibly important vertical market for Annodata which we understand intimately, and one in which we've enjoyed significant success.

"We've helped countless public sector organisations to get a grip of their print estate and achieve the visibility, transparency and control needed to drive down costs and improve their environmental footprint and overall efficiency."

Distributor DMSL is incentivising resellers to attend business club events with a pledge to provide resources and support staff to help open discussions with more local firms.

Pop-up stand displays and marketing material are also available.

MD John Carter said: "Small businesses prefer to have an IT and comms services provider to be local, so they can call on them for help and advice at any time.

"We've already supported partners at local business club events and generated a good number of enquires and sales."

Hosted voice services have attracted the most interest, noted Carter.

"VoIP is something most small businesses have heard about but don't completely understand. Having our team there means we can answer all the questions and explain the different options and services available on the spot.

"They are often surprised at the choice and quality of what's on offer, and we can help them select the right service."

DMSL then works with the local reseller to provide quotations, manage orders and provision services.

"DMSL will consider supporting any committed reseller at any kind of event, anywhere in the UK," pledged Carter.

"Depending on the circumstances, some funding support may able be available."

Categorising communication services as a utility is to greatly understate and dumb down the business critical nature of connectivity products and services, says Entanet's Head of Marketing Darren Farnden.

"Connectivity is increasingly perceived as a utility but it's assumptive and complacent to see it that way," he stated.

"Organisations looking to transform themselves into super-efficient, responsive and digitally dependent operations need to keep that at the front and centre of their thinking."

He also emphasised the role of reliable and available fast connectivity as a key driver of digital transformation.

"Every business's digital transformation is driven by the nuts and bolts of communication, which includes every form of connectivity imaginable, such as business grade broadband, fixed and wireless Ethernet, IP VPNs, hosted voice, virtualisation and a myriad of cloud-based services," added Farnden.

"But comms often fails to be recognised as the linchpin of digital transformation. With the move towards hybrid infrastructures and growing use of cloud services, what connects a customer's digital strategy to the real world is one of the most important decisions they need to get right first time."

Farnden also believes that the customer experience is at the heart of digital transformation. "We live in an age where the customer expects to be able to access anything, at any time, from anywhere," he stated.

"If their chosen provider is unable to fulfil all of these obligations they'll simply move on to someone else who can.

"This is where the channel still has a golden opportunity to add value and ensure that a customer's digital transformation solution is fit for purpose."