01732 759725 24 CCaaS Andy Jones TelXL has identified a gap in the market for Contact Centre as a Service (CCaaS) and says it has just what’s needed to fill it. engineering and support departments are effectively rolling up the tech stack and addressing the enterprise segment where there are greater margins. Then, on the UCaaS side, there's a roll down – almost a race to the bottom. This is leaving a gap in the middle where small to medium contact centres are having to fend for themselves and choose between buying an enterprise solution that's inflexible and not responsive or something that doesn’t do enough.” Filling the gap TelXL is aiming to fill this gap with Cxp, a specially designed Customer Experience Platform that brings together all the voice services and digital communication channels (e.g. email, web chat, social media and WhatsApp) that a typical contact centre might require in one With 22 years’ experience as a telephony network provider and contact centre as-a-service (CCaaS) vendor with tens of thousands of seats under management, TelXL knows a fair bit about the UK telephony market. So, when it says there is a large untapped market that resellers are missing out on it, it is worth sitting up and taking notice. Through its network of channel partners, TelXL provides cloud-based contact management capabilities to a wide spectrum of customers, from large, formal contact centres to informal contact centres in small and medium-sized businesses (SMEs), of which it estimates there are 200,000 to 300,000 in the UK alone. TelXL Chief Revenue Officer Andy Jones believes that consolidation in the Unified Communications as a Service (UCaaS)/ Contact Centre as a Service software market has created a gap between pricedriven UCaaS solutions and enterprise CCaaS solutions which is causing less technologically aware SMEs to miss out on the benefits of the latest technology. “Through mergers and acquisitions, enterprise CCaaS players with pre-sales, Embrace the gap Evolve IP races ahead Cloud collaboration specialist highlights UCaaS/CCaaS opportunity at EMEA partner day Five million more users are set to join the cloud collaboration bandwagon over the coming years as the race to win new customers intensifies. Guests at the Evolve IP (EMEA) Partner Day, which attracted over 150 guests to the Williams Formula 1 Experience Centre near Oxford, also heard how cloud communication adoption is forecast to reach 15.9m users by 2028, from 10.9m this year, reaching 88.3% penetration in a market worth £1.86bn. The audience heard how the carrier-grade cloud collaboration specialist is in pole position as traditional on-premise alternatives are being overtaken in a world of super-charged UCaaS solutions, driven by AI. Evolve IP EMEA Managing Director Paul Harrison pointed out that Evolve IP’s international network is now live in 57 countries, and that in the UK it is one of the top 10 cloud providers (out of 107) that together have more than 60% market share. Evolve IP provides resellers with a one-stop shop for white-label UCaaS and CCaaS solutions that enable employees to work remotely and securely from any location. UK Sales Director Jamie Hughes highlighted retail, hospitality, education and healthcare and an ‘untapped’ Cisco opportunity as areas where the company is targeting growth. The action-packed day, featuring an exhibition, awards ceremony and racingrelated entertainment, was supported by technology partners Akixi, iTel, Dubber, Enghouse Interactive, Broadsource, Snom, PromptVoice, PRD Intelligence, Jabra, Yealink, Tango Networks, Mondago and The Institute of Telecommunications Professionals. www.evolveip.net Paul Harrison and Jamie Hughes
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