Against a challenging fiscal backdrop, the results of the Spring Budget dominated media headlines this month. Although, not necessarily for the right reasons, as an overarching lack of funds and direction across a number of sectors cast a shadow over the government’s 2024 strategy.

Yet, irrespective of these challenges, Vapour’s quarter one renewals paint a picture of strength and resilience — particularly in the education sector, where internet investments shine. Explore our recent activity snapshot, to see which services are the most in-demand right now…

With a sextuple of three-year internet services deals re-signed, the aftersales team has been busy supporting a number of primary and secondary schools with their digital learning strategies.

In the Calderdale borough, Bolton Brow Primary, Christ Church Sowerby Bridge Primary, and Calder High School sought Vapour’s continued support. Meanwhile, we’ve also partnered with Horbury St Peter's & Clifton CE (VC) Primary and Kettlethorpe High School in Wakefield and St Patrick's Catholic Voluntary Academy in Sheffield.

But it’s not just the education sector that’s tapping into our connectivity expertise. We’re also delighted to have seen renewals from the likes of Unipart rail, the UK’s leading railway product and technology specialist, as well as Stafford-based Dean’s Accountants. 

As the firm looks to boost the resilience of its software suite, renewing Veeam backup services with Vapour has proven to be the logical step for Crombie Wilkinson Solicitors. As a trusted partner of Veeam, we provide the assurance and expertise our customers require to navigate their digital environments with peace of mind, knowing that their data is in capable hands.

The continued trust placed in Vapour by long standing further speaks volumes about the quality and reliability of our toolkit. Ark-H Handling, one of our first-ever customers in 2013, has renewed its network connectivity, firewall, hosted server, and backup services for another 36 months. 

Committed to delivering exceptional solutions beyond our direct customers, we’re also proud to see Vapour partner Aeon Cloud Solutions renew Teams Voice for one of its customers, for another 24 months. This fully cloud-based solution won’t just curb call costs, but increase technical efficiencies and boost collaboration across the board.

Intrigued to learn more about the solutions explored here? Let’s talk. 

It’s no secret that the global tech sector is advancing at an astonishingly rapid pace – not least in relation to the now integral role of digital transformation in spearheading growth and success. But no matter the size or scope or your organisation – or how sophisticated your innovation strategy is – the only way to drive significant change is to leverage the power of people.

So, to champion some of the industry’s finest talent, and gain insight into the minds of individuals from across the tech space, we’re inviting friends and partners of the business to take part in our quickfire Q&A.

This month, Sharon Annat, data analyst at leading shredder manufacturer UNTHA UK, takes centre stage…

Tell us about your role at UNTHA UK and the part you play in the tech sector:

My role is all things data. With a powerful software engine, Microsoft Dynamics 365, bringing increasingly more agility and efficiency to our specialist shredding operations, it’s my job to make sense of the data behind it. By providing dashboards, reports, and visualisations, our department leads and directors can proactively monitor daily, monthly, and annual activity to make data-driven decisions. These actionable insights are a critical source for us to cleanse data, further streamline processes, and optimise performance. 

What innovation was the turning point for your organisation, to get it to where you are now?

In the first instance, the introduction of Dynamics 365 in 2016 — the platform that leveraged our digital transformation. We were ahead of our time for an organisation of our size, which saw us garner acclaim in Digital Enterprise’s Top 100 three years running, including special recognition as one of ten Leading Lights in 2022. Then, the integration of Power BI empowered us with increased structure and visibility to enhance business intelligence.

And where’s next for your business?

At UNTHA, we pride ourselves on continual improvement, and this applies to our digital platform too. Bringing our remaining segregated processes under the Dynamics umbrella will enable us to further develop and strengthen our data analysis through Power BI. 

Finish the sentence: The biggest misconception faced by the tech sector is…

There are a number. However, the industry is always changing.  In line with International Women’s Day, I’d say one is that tech roles are male dominated. While the statistics support this notion as a whole, there is a growing number of women in tech roles today — many in leadership positions, driving companies forward.  As a mum to a daughter embarking on her own career journey, these amazing role models are essential for the next generation of young women, who are just starting out and forging their path. 

What do you think will be the biggest tech trend over the next 12 months?

The development of the data-driven business is upon us. Organisations are realising the value in their business intelligence to propel their company forward securely and effectively.  

Of course, AI is likely to play a key role in the coming months and years. However, as a mature analyst, I hope we don’t eliminate the satisfaction we experience from manually developing data, and never overlook the results humans can achieve with the support of innovative tech.  Automation that aids what we do is a positive benefit, role replacement is not. 

What top tip would you give to an individual trying to excel in their tech career?

If you’re embarking on years of study, choose a topic as broad as you can to allow you to diversify. What suits you now, may not in the future, so it’s great to have the ability to dip into other areas of specialism or branch out. Once you’ve found your niche, learn as much as you can and stay up to date with developments.

And, if the role is data related, KNOW YOUR DATA. It’s imperative that you have an understanding of your organisation’s and/or customer’s data before embarking on any development work. You have to be able to identify any rogue raw intelligence that doesn't have a place in your analysis. It’s all in the prep!

The next purchase on your personal tech wish list is…?

I’m not a huge techie, although a new camera would be very nice. Outside of work, I love the simple things in life — the great outdoors and fresh air. I think it’s important we nurture that balance in our lives, not least in a world so focused on tech and ‘the next big thing’.

And what is the earliest memory you have of tech in your life?

I think it was an Amstrad GX400 video game console. It’s the one with the little green square, that you hit against a wall like a game of squash. I’m showing my age now!

What is one long standing piece of tech that you are shocked is still used today?

Crikey, fax machines. 

If you are without the internet for an hour, what would be the first activity you resort to, to pass the time?

I’d do what I do now, and read. The feel and smell of a physical book is something you can’t get from a digital version, and it’s an immersive experience that I love. I have a very well stocked bookshelf.

Want more where this came from? Read our Q&A with Richard May, CEO of virtualDCS.

With activity dwindling across a number of industries, you’d be forgiven for thinking it’s been an equally quiet quarter for Vapour. The truth is, both our pre-sales and renewals teams have seen greater demand than ever from customers keen to unlock the full potential of our toolkit. But which services have got people talking the most? Here’s a snapshot of just some of our recent activity.

Renowned for our network security expertise, several clients see Vapour as a bolt-on essential to help monitor web applications, filter through threats in traffic, and prevent large and small data breaches. More than simple set-and-forget technology, our hosted firewall offers hyper vigilance to help defend against threats — key not only for compliance mandates, but also for budgets, reputation, and more. Circle Recycling, a champion in waste management, is the latest customer to tap into this service. 

Meanwhile, CHIORINO UK, a plastic fabrication specialist and steadfast customer since 2017, embraced a new era of connectivity with enhanced internet service for its new site. And for Walker Fire, who we’ve partnered with since 2019, enhanced reporting capabilities have elevated their fire protection capabilities for 2024. 

But it’s not just about the new. A number of enduring partnerships were also reflected in our Q4 renewals. Logistics firm Ark-H Handling — a name many may recognise as our very first customer in 2013 — chose to continue its journey with our voice services. Northern Building Plastics, a Leeds-based building material supplier we’ve worked with since 2014, also renewed their connectivity commitments with Vapour. 

We’ve been a popular force among the resellers throughout this period too. Smart Solutions and Radius Connect — who we’ve partnered with for eight and two years, respectively — reinforced their trust in our toolkit by renewing connectivity and voice services for their own clientele.

And Walk Investments, the media and merchandise wholesaler that first chose Vapour in 2014, not long after we broke into the market, renewed both their connectivity and session initiation protocol (SIP) services. With the latter being used for internet telephony and multimedia distribution between two or more endpoints, it goes without saying that connectivity and voice have dominated our dialogue for much of the quarter.

So, what’s to come? James Wood, senior sales support, talks about Vapour’s vigilance: “Cyber threats are constantly evolving, so we’re always ready to address concerns for our clients. But the recent survey by Enterprise Strategy Group reveals the stark reality of vulnerabilities in the cloud. With 99% of respondents facing a cloud-focused cyber attack in the last 12 months, there's a growing urgency to ensure the resilience of IT estates. We anticipate an uptick in enquiries as organisations prioritise stability over hasty migrations.”

As we bid adieu to 2023, we thank our clients for their unwavering trust. Here's to more success, innovation, and strengthened partnerships in the coming year.

Want more where this came from? Explore our case studies.

In today's rapidly evolving business landscape, staying connected has emerged as the cornerstone of success. The ability to seamlessly communicate, collaborate, and access critical data has never been more vital. As such, it comes as little surprise that connectivity services have taken centre stage in Q3.

Our recent renewals not only signify the continued trust of our clients, but also reflect a broader trend in the digital landscape. Today, connectivity is critical for operational efficiency and growth. And each renewal story emphasises the significance of these solutions in empowering businesses to thrive in an interconnected world. Here’s a snapshot of just some of the many client renewals for Vapour this quarter… 

Renewed commitment to connectivity

During the third quarter of this year, several esteemed clients reaffirmed their partnership with Vapour by renewing their connectivity services. One of our valued clients, Proact IT – a prominent IT reseller in the automotive industry – chose to extend its relationship with us in July, opting for another year of connectivity and colocation services. This decision exemplifies the trust and satisfaction they have in Vapour's services.

In addition, Unipart Rail – the transportation company – and Circle Recycling, a waste management firm, decided to renew both of their leased line connectivity services for an additional three years, highlighting the enduring reliability of Vapour's connectivity solutions. 

Furthermore, Walker Fire/Apex Fire, a fire and security firm, in a forward-thinking move, renewed their entire voice estate and connectivity services with Vapour in August. The result?  substantial monthly cost savings of over £1,600 per month. 

Future-ready solutions

In today's tech-driven world, the importance of futureproofing connectivity cannot be overstated. Many clients recognise this need and turn to Vapour for innovative solutions. For instance, H Charlesworth Press – a printing services firm – initially using FTTC (Fibre to the Cabinet), upgraded to SoGEA (Single Order Generic Ethernet Access) data connections in August. This forward-thinking move ensures their connectivity remains reliable and capable of meeting the demands of home workers.

Another client, IT reseller Britannic Technologies Ltd, continued to leverage Vapour's hosted servers to run critical voice services for their end customers. This illustrates the adaptability and scalability of Vapour's services.

The common thread among these renewals is the recognition of connectivity as a linchpin for business continuity and growth. In an era where remote work, digital collaboration, and data transfer are integral to daily operations, Vapour's ability to provide cutting-edge connectivity solutions has proven invaluable to clients across various industries.

As we look ahead, Vapour remains committed to innovation and excellence in cloud technology. We are poised to continue assisting clients in their journey toward reliable, future-ready connectivity. 

Ready to supercharge your connectivity and embrace the future of business technology? Don't hesitate – reach out to us today

As the vanguard of cloud technology solutions, Vapour’s industry-leading toolkit continues to spin tales of seamless integration, security, and scalability in the connectivity world — with the renewals of organisations from finance to design echoing the resounding success of our support. Here are some of the hottest services that made waves throughout our client base in Q2…

Both steadfast partners since 2014, telecommunications service provider Zest4 and leading construction firm Seddons increased their reliance on Vapour’s connectivity solutions this quarter. Tapping into Veeam’s private backup, the resilience of Zest4’s co-location facility further underpins its disaster recovery strategy and business continuity. Meanwhile Seddon’s renewal of WAN bolsters the firm’s TeamsLink-powered unified communications network, enabling streamlined communication for the growing, and increasingly flexible, workforce.

A creative force since 2016, design and printing specialist H. Charlesworth and Co Limited is empowered by Vapour’s primary and backup connectivity circuits — enhancing the reliability, performance, and resiliency of their network infrastructure. With the added reliability and flexibility of voice telephony, the organisation can foster seamless communication, enhance productivity, and deliver exceptional customer experiences too.

In the realm of call centres, UMI’s TeamsLink renewal bolsters the health of its communication ecosystem, enabling seamless collaboration, improving agent productivity, and enhancing customer experiences through features like MIFID II compliant call recording, advanced skills-based call routing, customised Power BI reporting and so much more.

Andrew Wright and Co Limited, an accountancy firm which is now three years into its partnership with Vapour, wholeheartedly entrusted our team with the auto-renewal of its phone channels and telephony service.

In the fast-paced space of retail, where every interaction shapes the customer's perception, a major UK fashion brand recognises the paramount importance of delivering a seamless customer experience. To achieve this, they have harnessed the power of Vapour's secure and scalable co-location infrastructure, providing a robust foundation to house their mission-critical applications, safeguard customer data, optimise their supply chain management, and elevate their online shopping experience to new heights of sophistication.

Keen to learn more about any of the technologies described here? Get in touch with one of our experts today.

Ofcom released a statement earlier this month, announcing that halfway into its exploration of UK cloud services, it plans to refer the market to the CMA (Competition and Markets Authority) for investigation.

The news, while major, is actually unsurprising when you think about the make-up of the industry, believes Vapour’s CEO Tim Mercer.

“The UK’s two lead cloud players - Microsoft and AWS (Amazon Web Services) - hold up to 70% of market share, which definitely feels like a monopoly. There are other hyperscalers competing for customers’ business of course, including Google, but their presence is comparatively dwarfed by the other two giants.

“So we have to ask ourselves, do they have too much control? I would argue they do, but it’s hard to see how anything will change if the Government uses both.”

The dominance of Microsoft and AWS does make it harder for emerging cloud providers to gain traction, adds Tim.

“These providers have traditionally offered seemingly ultra-affordable options for customers - undoubtedly one of the reasons they’re the ‘go to’ cloud of choice for the public sector particularly. But big doesn’t necessarily mean best,” he said.

Ofcom’s article expressed apparent concern surrounding interoperability restrictions and significant price increases at the point of renewal, for example, no doubt just some of the factors that will be further examined by the CMA, if it goes ahead.

We’re told a final decision on the proposed investigation will be made by 5 October 2023.

“I hope it’s not merely an industry rumbling,” concluded Tim. “If there are ways to improve how the market works for all, then surely an investigation makes sense.“In the meantime though, I think the theme of this conversation reminds us of the importance of cloud agnostic conversations. After all, multi-cloud providers exist, who are able to advise organisations on the cloud infrastructure that is truly right for them - it might be Microsoft or AWS, it might be Google, or it might be something else entirely. That’s when things get really exciting.”

For those who don’t know, ChatGPT is a state-of-the-art natural language processing tool, driven by AI technology, that has been making waves across a whole host of sectors recently. Now being leveraged as the brainpower behind Microsoft 365’s latest update, Copilot, the platform is set to have a greater number of applications, and more intuitive functionality, than ever.

So, what does this mean for the UK’s most ambitious organisations? Here, Vapour CEO Tim Mercer offers up some insight…

Give yourself five minutes on ChatGPT and you’ll instantly see how powerful the tool is. Integrate it into the world’s leading productivity cloud, and that impact will grow tenfold.

The architecture has been trained on an endless corpus of text data, making it an ideal solution for natural language processing and word-based tasks. Augmenting organisations’ existing Microsoft systems or able to be implemented as an entirely new solution, it’s a truly game-changing development for firms looking to stay ahead of the curve in terms of productivity and innovation.

Of course, being in its infancy, there are a handful of iterations to come before the service works seamlessly. But, more than simply embedding ChatGPT into Microsoft 365, here are three ways the enterprise-ready Copilot AI system is set to supercharge productivity…

Augmenting the customer experience

With features such as chatbots, virtual assistants, and automated support, leveraging the power of ChatGPT to enhance communication capabilities will take the customer experience to a whole new level — improving engagement by providing timely and accurate responses to enquiries.

Crucially, this won’t replace humans. Instead, it will free up teams for more complex, revenue-generating tasks — leaving manual, laborious work in the hands of capable technology, and maximising business efficiency across the board.

Straightforward integration

For businesses already using Microsoft 365, the integration of ChatGPT will be a straightforward process. Microsoft has announced that the technology will be merged into the platform's existing tools — including Teams, Word, and Outlook — meaning features will be available for use almost immediately.

For companies looking to implement the pairing as an entirely new solution, the process is equally simple. Microsoft's suite of tools is designed to be intuitive and user-friendly, making it easy to get started with the platform. Plus, as a cloud-based solution, it’s ideal for geographically dispersed teams too — with applications able to be accessed from any location, at any time.

Unlocking seamless collaboration

This update is significant from an internal productivity perspective too. It means that you can finally say goodbye to clunky interfaces and hello to seamless collaboration. Imagine being able to ask Microsoft 365 a question in the same way you would ask a colleague, and getting an instant response that is accurate and helpful. 

And that's not all. ChatGPT is also capable of generating text — not just interpreting it — which means that Microsoft 365 can now help you write emails, reports, and even presentations, as well as summarise key points of an email thread or Teams meeting. No more staring at a blank page or struggling to remember details. Just tell Microsoft 365 what you want to achieve, and the AI will do the heavy lifting.

At Vapour, we believe that technology should be harnessed to empower businesses and individuals to achieve their full potential. If you are interested in learning more about how Vapour can help you provide a competitive edge with Microsoft 365, get in touch to discuss your custom solution, today.

Vapour has been awarded a place on the G-Cloud 13 agreement, as part of the Crown Commercial Service (CCS) framework.

The milestone means that, for the next 12 months, Vapour will feature on the Government’s digital marketplace for public sector organisations searching for cloud computing services. The goal of the framework is to compliantly connect such firms with suitable suppliers, without them needing to run a full tender or competitive procurement process.

Vapour will specifically be available to supply cloud hosting powered by its private cloud infrastructure, with public cloud and hybrid options also available. Regardless of the best-fit solution for any given customer, the goal is to deliver resilience and security, in-built as standard, with an efficient network deployment. Vapour’s private MPLS networks are owned, run and managed by the firm’s own engineers for optimum SLA-focused resilience. Delivering eight classes of service from five ISO27001-accredited UK data centres, it supports the full breadth of multichannel, business critical applications for clients in sectors ranging from healthcare to education, and automotive to construction.

Having completed an extensive, legally binding supplier declaration, Vapour can also supply cloud support services for more complex customer requirements, from the initial conceptualisation and set-up phase of a project through to the ongoing delivery and maintenance of the cloud solution. This is particularly helpful for organisations new to cloud adoption or embarking on a new digital transformation journey, as well as businesses looking for continued support for added peace of mind.

Commenting on the achievement, Vapour’s head of transformation and operations Carol McGrotty, who led the framework application, said: “With a number of public sector organisations in our customer base already, this felt like the logical next step for our business. A place on the G-Cloud 13 agreement almost acts as independent validation that our technologies – and the team underpinning our company – have the ability to provide the cloud support needed in the current climate.

“It was a fantastic way to end 2022.”

5,006 suppliers have been awarded a place on the G-Cloud 13 agreement, which runs until late 2023.

It’s no secret that the global tech sector is advancing at an astonishingly rapid pace – not least in relation to the now integral role of digital transformation in spearheading growth and success. But no matter the size or scope or your organisation – or how sophisticated your innovation strategy is – the only way to drive significant change is to leverage the power of people.

So, to champion some of the industry’s finest talent, and gain some insight into the minds of individuals from across the tech space, we’re inviting friends and partners of the business to take part in our quickfire Q&A.

Up next, it’s Gary Saunders, managing director at CloudCoCo…

Tell us about your role at CloudCoCo and the part you play in the tech sector.

I have such a vast range of responsibilities, but some key elements of my role include overseeing the sales function, as well as CloudCoCo website enhancements, and developing our managed service function.

We’re a people-led business with a skilled team of experts who help customers gain a competitive edge. We supply modern, innovative IT solutions that underpin and support crucial business activities, whilst putting power back into the hands of customers.

What innovation was the turning point for your organisation, to get it to where you are now?

Throughout the course of our journey, we’ve had a number of key acquisitions that have taken us from the two-person company CloudCoCo was in 2018, to an industry leading organisation with a strong team of technical and customer-focused specialists.

And where’s next for your business?

There is still work to be done to enable the Group to reach its full potential, and the macro-economic environment remains unpredictable. But with the hard work that has taken place to lay the foundations for sustainable and profitable growth in the future, we are confident of continued progress in the second half and moving into FY23.

The biggest misconception faced by the tech sector is…

At the moment, it’s the fact everyone believes everything is about cloud.

While cloud has a major place in every successful tech strategy, people think it’s the only option. In reality, hybridity is the epitome of innovation, combining the benefits of traditional services, managed IT, and the cloud – rather than solely focusing on one element.

What do you think will be the biggest tech trend over the next 12 months?

People maximising the infrastructure and licencing they already have – and if this isn’t a key trend, it should be.

Microsoft is constantly evolving and as such, there are limitations on certain licencing which can have a real impact on business. Instead, it’s about maximising use and really hammering home the education piece.

Plus, in a time where cash is king for many, people are reluctant to spend money – if organisations make the most of what they already have and rinse their existing tools of their true worth, they’ll be in good stead.

What top tip would you give to an individual trying to excel in their tech career?

Be a sponge, soak up knowledge, and keep an open mind. There are so many people to learn from in this industry – don’t take the opportunity to seek advice for granted.

The next purchase on my personal tech wish list is…?

I’d love an electric car, but I’d say my personal goals are naturally driven by the business.

And what is your earliest memory of tech in your life?

Mobile phones – specifically, a flip-up Motorola StarTAC with a huge aerial. I worked with this kind of tech a lot in my early career.

What is one longstanding piece of tech you are shocked is still used today?

I’m amazed that people still use tape drives rather than having cloud backup. They’re so easy to damage or misplace, so there’s a significant risk of data loss.

For me it’s a no-brainer to leave tape drives in the past, but I think sometimes people are too reluctant to break old habits – even if it comes with such high stakes!

If you are without the internet for an hour, what would be the first activity you resort to, to pass the time?

I’d listen to talkSPORT on the radio and catch up with the latest – whether it’s football, cricket, rugby, or anything really.

I’ve always been a sporty person, and it’s such easy listening.

If you know anything at all about tech, it’s that the last two years have thrown organisations of all shapes, sizes, and sectors head-first into the digital realm.

But just as much as state-of-the-art products and solutions have the power to revolutionise business, people are equally a key driver of innovation – not least when they’re industry-renowned professionals with bags full of experience and expertise.

Didn’t catch the commentary from our hand-selected panel of VIPs at our intimate event last week? Don’t fear. We’ve curated a list of the key takeaways that every successful leader should know as they continue to augment their own digital transformation strategy in 2022 – and beyond.

So sit tight, and delve in…

1. Don’t underestimate conversation  around the 4th industrial revolution – it’s here

And our clients think of Vapour as the plumbing to the Internet and other applications. It just works.

2. By 2025, 27% of the global workforce will be Gen Zs

Not only are they an important talent pool in this industry – having grown up without a recollection of life with no internet – they’re also the future of every organisation.

With that in mind, do you understand what your employees need and want from the workplace, especially when it comes to the expectations they have on technology?

3. Intelligent automation is a key driver of innovation

As well as saving time, money, and headaches dealing with the ‘dumb stuff’ – much like RPA – intelligent automation on the other hand can also ingest, interpret, and think about data, work harder, and enhance the roles of people even further.

4. Automation can work 24/7/365

Not only this, but it’s also able to work three times faster than human processing and with 100% accuracy, plus infinite scalability.

Repetitive tasks are often one of the biggest causes of job dissatisfaction and wasted time, and according to Rob Dawson – principle consultant at Robiquity and one of the speakers at our event – clients save an average of 27,000 hours per year using their intelligent automation services!

5. McKinsey data states that IT budgets typically go over by an average of 45%!

That’s why it’s crucial to look for a partner that is vender agnostic, and will implement the solution that’s right for your needs – not the one they’re paid to implement.

Ask questions specific to your own IT scenario too, to validate their experience. Rob’s advice on this topic was to ensure the discovery stage of a project is thorough, to ensure true RPA readiness, and to ask for a partner’s typical speed to value time – 5 weeks should be feasible, on average (depending on the nature of the project of course!).

6. Many VoIP providers only work with 1-2 carriers

This means their disaster recovery lacks vital resilience.

On the other hand, Wavenet – one of the partners to feature on the event line-up – works with multiple carriers. This vastly mitigates the risk of any comms disruption for that client. If the connection goes down unexpectedly, the traffic simply flips to another in milliseconds.

Is it any wonder over a 12-month period, a busy 300-seat customer of Vapour’s had ZERO faults with Wavenet’s TeamsLink system?

7. Worldwide IT spending to grow 3% this year

Despite economic headwinds, IT decision makers are spending more on cloud services and the data centre.

And with inflationary pressures top-of-mind creating a degree of uncertainty, already high prices could rise even further. With that in mind, it’s no surprise enterprises are making a switch from ownership-based IT models to service-bases ones.

8. Tech adoption has risen exponentially – but there’s a renewed focus on people, and therefore employee wellbeing too, particularly in contact centre environments

Puzzel’s partner success manager, Alison Hogg, suggests that customer tolerance for slow service has diminished, and there’s an increasing demand to use whichever channel they want, when they want – with an unparalleled new focus on receiving a seamless, connected customer experience. So, Alison encouraged us to think about what that means for brands and how they respond.

It’s also important to remember that comms channel silos means team silos, which usually a bad user experience, as well as inefficient workloads as tasks require duplication.

9. Puzzel helps you serve micro-moments that drive engagement

With intelligent self-service for consumers, a seamless user experience for customers and agents, and automated scheduling that ensures you are always effectively staffed, the platform’s digital-first approach speeds up first contact resolutions to help improve customer satisfaction and brand loyalty.

And if a customer wants to speak to a real person, chatbots can recognise this too! With a request for intervention and a full chat history, agents can easily pick up a customer conversation to enhance the overall service level.

10. Businesses will increasingly demand network connectivity via ground and air

The world of 5G is expanding at pace, fuelling pacy innovation for organisations reliant on smart devices and IoT, and providing ever-changing businesses with a quick and easy way to get connected – rapid deployment with a fixed cost, particularly great for firms with satellite/pop-up sites.

Still hungry for more insight? Download the full speaker presentations from the innovation forum, for free.

To discuss any of these topics in further detail, please contact Vapour on 0333 200 1142 or fill out our contact form.

If you’re keen to bag a seat at our next event, keep your eyes peeled on our LinkedIn and Twitter channels for updates as they unfold.


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