Call Centre Summit | Forum Events Call Centre Summit | Forum Events Call Centre Summit | Forum Events Call Centre Summit | Forum Events Call Centre Summit | Forum Events

Posts By :

Stuart O'Brien

8X8 acquires Wavecell

960 640 Stuart O'Brien

8×8 has acquired privately-held Wavecell, a Singapore-based global Communications Platform-as-a-Service (CPaaS) provider, for approximately $125 million in cash and stock.

The acquisition provides 8×8 with an established technology platform and high-growth revenue business to pursue CPaaS globally and represents a natural expansion of 8×8’s cloud business from Unified Communications-as-a-Service (UCaaS), Contact Centre-as-a-Service (CCaaS), and Video into the CPaaS market. 

The acquisition expands 8×8’s presence into the rapidly growing Southeast Asian market, including Singapore, Indonesia, Philippines, Thailand, and Hong Kong, with a talented employee base and more than 500 enterprise customers, including Paidy, Tokopedia and Lalamove.

Wavecell also brings an R&D centre in Asia which allows 8×8 to further accelerate growth in product innovation and delivery.

By acquiring Wavecell, 8×8 says it:

  • Increases its addressable market to include CPaaS.
  • Enhances the only fully-owned end-to-end cloud communications platform.
  • Expands its global presence and coverage.

Founded in 2010, Wavecell offers a complete CPaaS solution including a cloud-first API platform with SMS, chat apps, video interaction and voice APIs that enable mission-critical enterprise applications such as Application-to-Person (A2P) messaging, omnichannel customer journeys and multi-factor authentication at scale.

“The market opportunity in CPaaS is growing rapidly, and this acquisition enables us to quickly provide these services to our customers around the world,” said Vik Verma, CEO of 8×8. “8×8 is now the only cloud provider that owns the full, global-scale, cloud-native technology stack offering voice, video, messaging, and contact centre delivered both as pre-packaged applications and as enterprise-class APIs. We’re excited to welcome the Wavecell employees to the 8×8 family. We now have a significant market presence in Asia and expect to continue to expand in the region and globally in order to meet evolving customer requirements.”

“With the acquisition of Wavecell, we can now offer customers enterprise-class APIs, bringing a CPaaS solution to our global communications platform,” said Dejan Deklich, Chief Product Officer of 8×8, Inc. “Customer demand for CPaaS is accelerating and now organisations can easily add real-time communication capabilities that include SMS, chat apps, voice and video to improve the experience for their end-customers. The integration of all the API’s and data into one CPaaS platform gives 8×8 customers unprecedented ability to engage with end users in true omni-channel fashion and understand the full customer journey.”

“We are delighted to become part of 8×8, one of the world’s leading cloud communications platforms. Now is the right time to leverage the global expansion of UCaaS, CCaaS and CPaaS services to better serve our customers’ growing demand for communication services and to continually drive greater innovation,” said Olivier Gerhardt, CEO and Co-Founder of Wavecell.

Do you specialise in Training & Development for Contact Centres? We want to hear from you!

960 640 Stuart O'Brien

Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in August we’re focussing on Training & Development.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Training & Development solutions to call centres and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Image by rawpixel from Pixabay

Claim your priority pass for the Digital Customer Engagement Summit

960 640 Stuart O'Brien

The Digital Customer Engagement Summit is taking place this autumn and we’d love it if you could join us as our VIP guest.

15 October 2019 – Hilton London Canary Wharf

This VIP pass will give you the opportunity to meet with suppliers based on your own unique requirements, attend a series of seminars and network with like-minded senior customer service professionals. Lunch and refreshments are complimentary.

Unlock your priority pass here and join representatives from:

  • All Saints
  • AMEX Global Business Travel
  • Assurant
  • Aster
  • Avalara
  • AXA Partners Travel
  • Barnsley Council
  • BCG Digital Ventures
  • British Gas
  • Camelot
  • Cisco
  • Comensable 
  • DrinkSupermarket
  • Eurotunnel
  • FMG
  • Futures Housing Group
  • Green Network Energy
  • Haringey Council
  • Hermes
  • Homeserve
  • Junkyard Golf Club 
  • KPMG 
  • Kantar
  • LGC Biosearch
  • Newday 
  • NHS England
  • Orbit
  • Paymentshield
  • Swale Borough Council
  • TJX Europe (TK Maxx)
  • Target Group
  • Tesco
  • Samsung Electronics
  • Vodafone

Confirm your VIP ticket here!

Network with the best at the Call Centre & Customer Services Summit

960 640 Stuart O'Brien

Join your peers and the industry’s leading suppliers at the Call Centre & Customer Services Summit, which is taking place this autumn.

16 & 17 September 2019 – Hilton Manchester Deansgate

We’d like to offer you a free VIP priority pass to this two-day event.

The ticket will give you the opportunity to meet with suppliers based on your own unique requirements, attend a series of seminars and network with like-minded senior customer service professionals.

Your VIP pass includes complimentary overnight accommodation, all meals and refreshments, plus an invitation to our networking dinner.

Unlock your priority pass here and join representatives from:

  • AO
  • Barclays
  • BOC Gases
  • Buy it Direct
  • British Airways
  • Canal & River Trust
  • Car Benefit Solutions
  • CET-UK
  • Dunelm
  • Ecco Shoes
  • Ecotricity
  • E.ON
  • Experian
  • Hermes
  • Instaprint
  • Jet 2 Holidays
  • Key Travel
  • Legal & General
  • Markerstudy Insurance
  • Newday
  • Oasis & Warehouse
  • OCS 
  • Openreach
  • Progress Housing Group
  • Ramsden International
  • Saga
  • Sage
  • Secret Escapes
  • SSE
  • Talk Talk 
  • The City of Edinburgh Council
  • The Hut Group
  • Ticketmaster
  • TKC 
  • Warwick University
  • Urban Outfitters
  • Vodafone
  • Virgin Holidays
  • Virgin Media
  • Worldremit
  • World Travel Holdings

Don’t miss out – Confirm your VIP ticket here!

Content Guru inks cloud services deal with UK government

960 640 Stuart O'Brien

Content Guru has been accepted as a ‘Cloud Software’ supplier to the UK Government as part of the G-Cloud 11 framework.

G-Cloud is an initiative to provide a system for departments and public sector bodies to procure cutting-edge cloud computing solutions.

As a supplier, Content Guru’s storm contact centre platform, its modules and solutions are available on the Digital Marketplace.

Content Guru secured its place on the G-Cloud 11 agreement by meeting a range of inclusion criteria. This included proof of suitability for use in government projects, and the provision of a full list of capabilities and pricing to gain a place in the agreement.

Content Guru has been providing G-Cloud related services since the inception of G-Cloud in 2012, and already has a strong presence in local and central government, the NHS, and the wider public sector worldwide.

Martin Taylor, Deputy CEO and Head of Public Sector at Content Guru, said: “Content Guru has over a decade of experience of providing cloud communications solutions to all levels of government, and is trusted by hundreds of organisations across the globe to deliver the best Customer Engagement and Experience. Through G-Cloud 11, storm’s virtually limitless scalability, unmatched integration and industry leading AI is available for the departments and public sector bodies of the UK Government to support the crucial services that they deliver to more than 66 million people throughout the British Isles.”

Image by Sarah Larkin from Pixabay

Woven employee wins ‘Hero of the Year’ at industry awards

960 640 Stuart O'Brien

Sue Baker, a team leader in Woven’s B2B telemarketing department, was awarded the Hero of the Year accolade at the South West Contact Centre Awards, which took place at Bristol Aerospace on June 27th.

With 13 years of service, Baker was put forward for the award in recognition of her commitment to making a difference, as well as going above and beyond. 

Speaking about what is special about working at Woven, Baker said: “The people make this a special place to work; how willing everyone is to help support and encourage each other to grow in their roles and grow in the business.”

The South West Contact Centre Awards allows contact centres across the South West region to showcase the amazing work of their people. The judging process includes panel judging sessions for individual and team finalists, and site visits for Contact Centre of the Year finalists. 

To find out more about the award winner and nominees, please visit: https://wearewoven.com/woven-wins-the-award-for-hero-of-the-year-at-the-swccf-awards-2019/ 

G3 Comms and Connect Manage Services merge

960 640 Stuart O'Brien

G3 Comms and Connect Managed Services have merged, creating a new Customer Experience (CX) and Unified Communications (UC) managed services provider, backed by Apiary Capital.

The new group will be one of the largest of its kind in the UK, generating annual turnover in revenues in excess of £55 million.

Since the LDC-backed MBO in 2015 Connect has achieved strong growth, with turnover at £30 million in 2018. Connect currently supports clients such as BP, Diageo and Johnson & Johnson. The new merger marks a successful exit for LDC.

Turnover for G3 for the year to April 2019 was in excess of £20 million. Clients include Morningstar and Volkswagen.

Connect’s Alex Tupman and Martin Cross will head up the group as CEO and CTO respectively, with G3’s James Arnold-Roberts and Adam Young, who will become group Managing Director and COO respectively. 

Industry veteran Mark Thompson will be appointed as Chairman, with G3 co-founder, Tony Parish, as non-executive director.

Group CEO, Alex Tupman, said: “Our objective is to create a highly scalable and focussed business that can support the needs of a far greater and more diverse customer base, located within both the UK and abroad.

“The merger of G3 and Connect brings together two businesses with highly complementary capabilities which will enable our combined clients to derive significant benefits from the newly acquired skills provided by the enlarged team, together with the ability to offer an extended portfolio of specialist and proven products and services.”

James Arnold-Roberts, CEO of G3, said: “We are really excited to be joining forces with Connect. The combination of the two businesses will bring even greater benefit to our existing customers while our emerging scale will allow us to reach new prospects both here in the UK and around the world.

“When we looked at Connect’s capabilities alongside our own – including our dedicated global network infrastructure – it was clear that this was the perfect fit.”

Nicki Boyd, Apiary Capital partner, commented: “We are delighted to be supporting the compelling merger of Connect and G3.  Alex and James have a shared vision of building a platform of significant scale in the market they both serve so well.

“We believe this is just the start of an exciting and highly productive collaboration and it is fantastic to be working with experienced and likeminded people who are totally aligned with our goals and objectives.”

Image by Free-Photos from Pixabay

Join AO, E.ON, Virgin Media and more this autumn – free priority pass

960 640 Stuart O'Brien

The Call Centre & Customer Services Summit is taking place this autumn and we want you to be there.

16 & 17 September 2019 – Hilton Manchester Deansgate

We’d like to offer you a free VIP priority pass to this two-day event.

The ticket will give you the opportunity to meet with suppliers based on your own unique requirements, attend a series of seminars and network with like-minded senior customer service professionals.

Your VIP pass includes complimentary overnight accommodation, all meals and refreshments, plus an invitation to our networking dinner.

Unlock your priority pass here and join representatives from:

  • AO
  • Barclays
  • BOC Gases
  • Buy it Direct
  • British Airways
  • Canal & River Trust
  • Car Benefit Solutions
  • CET-UK
  • Dunelm
  • Ecco Shoes
  • Ecotricity
  • E.ON
  • Experian
  • Hermes
  • Instaprint
  • Jet 2 Holidays
  • Key Travel
  • Legal & General
  • Markerstudy Insurance
  • Newday
  • Oasis & Warehouse
  • OCS 
  • Openreach
  • Progress Housing Group
  • Ramsden International
  • Saga
  • Sage
  • Secret Escapes
  • SSE
  • Talk Talk 
  • The City of Edinburgh Council
  • The Hut Group
  • Ticketmaster
  • TKC 
  • Warwick University
  • Urban Outfitters
  • Vodafone
  • Virgin Holidays
  • Virgin Media
  • Worldremit
  • World Travel Holdings

Don’t miss out – Confirm your VIP ticket here!

Digital Customer Engagement Summit – Claim your VIP place!

960 640 Stuart O'Brien

We have a free VIP place reserved for you at the Digital Customer Engagement Summit – Can you join us?

15 October 2019 – Hilton London Canary Wharf

This unique event is entirely FREE for you to attend – simply reserve your place here for the opportunity to:-

  • Source new innovative and budget-saving suppliers
  • Attend inspirational seminar sessions from industry thought-leaders
  • Network with like-minded peers
  • Enjoy complimentary lunch and refreshments.

RSVP today to avoid disappointment!

Jabra launches PanaCast real-time intelligent video solution

960 640 Stuart O'Brien

Jabra has unveiled a smart Panoramic-4K Plug-and-Play video solution, PanaCast.

Described as a ‘real-time immersive intelligent vision system’, PanaCast offers 180-degree panoramic video, which ensures everyone in the room is seen.

Jabra says PanaCast provides unique value for huddle rooms and spaces, delivering wall-to-wall video, audio and data, which is critical for modern video collaboration.

The solution is compatible with popular cloud-based solutions including Microsoft Teams, Skype, Zoom, Cisco WebEx, Slack, Google Hangouts, GoToMeeting, Unify Circuit, BlueJeans and more, so workers can plug-and-play in seconds with their existing collaboration services by simply plugging the device into the computer USB port.

The announcement follows the recent acquisition of Altia Systems.

René Svendsen-Tune, CEO at Jabra, said: “We have always valued the importance of sound and personal interaction in every product within our Jabra portfolio. The introduction of Jabra PanaCast shows our commitment to enable businesses to achieve optimal collaboration and productivity through both sound and video technology. Now is the time to bring remote workers and huddle room participants closer together through the addition of high-quality, plug-and-play video to your huddle rooms.”