Saving money with SD-WAN (part one)
Software Defined WAN, or SD-WAN for short, is the new big thing in business networking. Everybody's talking about SD-WAN, and about what it can do for businesses. Well, there's no doubt that SD-WAN can do a lot for your business; in fact, we'll be talking about exactly that in part 2 of this 3 part blog series. But before we do that, we need to talk about what SD-WAN can't do. Right now there's a popular misconception among businesses concerning SD-WAN - a misconception fed and sustained by headlines and marketing hype - that could lead them to take damaging shortcuts in incorporating SD-WAN into their business.
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In a heightened cyber threat landscape - where ransomware attacks are increasing in frequency and sophistication - and having weathered the challenges of COVID-19 and the resulting move to hybrid working, the Finance sector is still continually challenged to demonstrate to its customers that critical services will remain available no matter what, and that sensitive financial data will remain fully secure at all times.
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The UK's Legal sector must contend with some of the most stringent compliance and data protection obligations in the current digital landscape. For many years, this has hindered the progress of digital transformation initiatives within firms, but in recent years, in order to meet the challenges of COVID-19, many firms have seized the opportunity to modernise cumbersome legacy systems and develop cutting-edge IT infrastructure that enables their staff to work more flexibly.
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With lockdown restrictions finally easing, and the public looking forward to enjoying the different activities they have been deprived of for the past two years, it's certainly an exciting time for the UK's Hospitality & Leisure sector. But as hotels get ready to open their doors again, it is essential that hospitality professionals do not lose sight of the challenges that will be involved.
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In spite of the ongoing evolution of cyber security processes and technology, human error is still responsible for 95% of data breaches1. Phishing attacks alone represent a particularly insidious risk, with 91% of organisations experiencing a successful attack in 2021 alone2.
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In light of recent geopolitical events, and the increased threat to corporate infrastructure, organisations across the UK must assume that they will be forced to contend with a cyber-attack in the near future and prepare accordingly. Indeed, the NCSC has already set out its own guidance to help organisations bolster their defences, which we strongly advise you to read and implement.
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Adopting a more sustainable, environmentally friendly approach to projects is a critical priority for the UK's AEC sector, both due to the launch of manifestos such as Architects Declare and Construction Declares, and growing recognition of the BREEAM standard - which set out clear sustainability goals for the sector - and growing environmental awareness amongst both businesses and the general public.
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For some years now, Cloud adoption has been steadily on the rise across the UK's Finance sector, with organisations including banks, insurers, and investment firms phasing out increasingly cumbersome legacy systems in favour of more scalable, agile, and cost-effective infrastructure. Indeed, more than 48% of UK banking services are now built on Cloud infrastructure.
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The Hospitality & Leisure sector is inherently people-focused, with the personal touch making all the difference to guests' experiences. But, as we have already discussed on this blog, the multiple lockdowns in response to COVID-19 have forced to the entire sector to adopt new ways of engaging with guests, utilising next-gen smart technology to deliver truly bespoke experiences and streamlined access to a wide range of services.
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As a long-standing technology partner for multiple financial organisations across the UK, the team at Exponential-e have been observing the sector's evolving relationship with technology for some time - both the growing demand for a higher standard of operational resilience, and an increasing awareness of the challenges and opportunities that Cloud transformation presents.
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How Actionable Data Drives Sales, Improves Employee Satisfaction, and Enhances the Customer Experience
One of the key components we discuss with organisations when defining their contact centre needs is their data: the data the organisation requires, the data the solution can report on, and the tools available to interpret this data.
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We've probably all encountered what we consider to be poor customer service through a contact centre, whether it's calling your utilities provider, banking, mortgages, or just everyday online shopping.
There have been many excuses for poor service through the pandemic due to ill-prepared home working solutions. Those should be behind us now, although that's likely the topic of a further blog, as many companies are still leaning on this excuse!
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The CX technology market continues to evolve, innovate, and expand in all directions. The CRM and CCaaS vendors are locked in battle for customer wallet share and have started to step on each other's toes, particularly in areas like AI (Artificial Intelligence), automation, and analytics. The CRM vendors have established base camp in territory which has traditionally been the stable of the CCaaS vendors and, at the same time, we are seeing CCaaS vendors introduce new capability that encroaches on the CRM space. However, it is still the case, at least for now, that no single solution can meet all the needs of a mature customer service or CX operation. Add to that the fact that customer expectations are more demanding than ever and that creates a challenge for contact centre leaders.
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The public sector's relationship with technology is evolving at an unprecedented rate, as familiar legacy systems are increasingly phased out in favour of leading-edge digital infrastructure that offers levels of scalability, sustainability, and operational resilience that would previously have been dismissed as impossible.
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In the space of just a few short years, Artificial Intelligence (AI) has gone from being a somewhat niche field, to front and centre in the public consciousness. With the rise of ChatGPT and similar platforms, there is much speculation about where this technology is heading, and what its impact will be on our personal and professional lives. Indeed, organisations across numerous sectors are already exploring the different ways it can be utilised to reduce costs, optimise efficiency, and improve service quality.
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Exponential-e today announced its partnership with Five9, the leading provider of the Intelligent CX Platform. The collaboration will mark the next stage in the evolution of Exponential-e's UC and CC solution portfolios, providing their teams with the means to design and deliver customer service transformation for clients. This, in turn, will help establish the new breed of contact centre as a critical part of delivering exceptional customer experiences in the new age of rapidly evolving AI technology.
The Five9 intelligent CX platform facilitates billions of call minutes annually, and provides digital engagement, analytics, workflow automation, workforce optimisation, and practical AI to create more human customer experiences, engage and empower contact center agents, and deliver tangible business results. Along with our people and the relationships they bring to our customer engagements, that is what creates our true CX difference.
As the ways in which we communicate and collaborate continue to evolve, the contact centre has become the focal point of many organisations' customer communication strategies. Exponential-e is working closely with a range of organisations across the private and public sectors to accelerate this journey, designing and delivering solutions that optimize the customer journey across every channel - empowering agents to deliver exceptional outcomes, while ensuring productivity and wellbeing are maintained.
Crucially Exponential-e and Five9 share a number of common values, including a focus on reliability, security, innovation, a commitment to service excellence, all delivered through a consultative approach.
The Five9 platform has a key role to play in this journey, providing Exponential-e's own specialists with a range of leading-edge tools to support modern organisations' increasingly sophisticated CX requirements.
Customer service has always been part of our company DNA, and partnering with Five9 was simply a logical next step. When we combine these tools with the right people and processes, I expect the results to be genuinely transformative for our customers, and their customers in turn.
Gareth Hayes
Head of UC & CX, Exponential-e.
Exponential-e's commitment to customer service has always stood out for us, and we're delighted to be partnering with them - not just to explore the full potential of these new solutions, but to ensure the human element remains at the heart of every customer interaction.
Thomas John
VP International, Partner Sales, Five9
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Any organisation that has tried to recover from a ransomware attack knows that it can be time-consuming and costly. Companies hit by an attack must choose between paying a ransom or recovering encrypted data from a backup.
Unfortunately, ransomware gangs are too aware that they can leverage significantly higher ransoms from their corporate victims if they have also compromise the company's backups. For this reason, we are seeing more and more cyber attacks targeting backups because they know that organisations desperately need them to recover if they want to avoid paying a ransom to cybercriminals.
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Newly-released research indicates that ransomware attacks reached a record high in May, with the surge primarily fueled by a massive increase in the number of attacks perpetrated by the LockBit ransomware group and its affiliates.
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Car dealerships have been brought to a standstill across the United States after a software provider was hit by a ransomware attack.
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Microsoft Teams has rapidly established itself as the default tool for professional communication and collaboration, powering interconnected workflows in the era of hybrid working. However, the way licensing for Teams works with your wider Microsoft ecosystem is about to change, which means it is essential that you establish how your licensing arrangements will be affected and take steps to maintain the levels of performance and cost-control you depend on.
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