UC Advanced - issue #21

Issue #21

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News, analysis, insights and more

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COMMENT COMMENT

The Art of the Negotiation

The recent UK visit from President Donald J. Trump and the First Lady of the United States got me thinking. Not about the Tech Prosperity Deal, which some may argue puts America first, but the “ Art of the Deal ”, the POTUS’s book first published in 1987. If MSPs and resellers want to win UC&C business, they could take a few leaves out of the book. Trump’s business philosophy centres around the fact that

The best UC&C salespeople listen, and they listen for the clues. The potential customer wants reliability, no come-backs, bang for buck, seamless integrations, pain relief from all the headaches being caused by UC&C issues. If a potential customer’s eyes are glazing over when AI summaries and real-time translation are discussed, then considering a demonstration is essential, and offering initial support and

staff training may get your UC&C deal over the line. In this issue we pay particular attention to headsets, that ultimate, yet humble,

deals are not just about money, they are about vision and timing.

Trish Stevens Guest Editor

Trump outlines tactics he uses in negotiations such as “think

big and aim high” and all good rhetoric, but

UC&C device that unifies us all. And yes, there are headsets for the hearing impaired too. Turn to page 13 for some good reasons as to why customers should be refreshing their headset ranges frequently. And turn all the pages to find a bumper edition of UC&C news and views, including The Change Organisation leading the charge on HP I Poly headsets this month. Happy headset sales negotiations. n

here’s what he stresses: preparation and patience.

Any UC&C salesperson worth their salt is going to ask basic questions about the potential customer’s current situation: What system do you have and how is it deployed? How many people? What devices? What do you use them for? What budget?

See the 2025 Nominations and Sponsors

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CONTENTS

UCC News • Research – p8 • Business News – p10 • Events – p12 Listen Up ... Fresh headsets p13 Distribution AV meets UC p16 Jabra PanaCast 40 VBS p19 Connectivity Providing quality p22 CC/CX University Clearing p26 Stockies 2025 Nominations & Sponsors p27 A Word from EET p31 Workplace Hot desking p32 Collaboration ShureCloud p36 Eagle Eye BI Interactive Wihteboards p38 Charity The Big Goal p40 Eye Saftey p41 A Word from AOC p42 Cover Story The Change Organisation & HP | POLY p44 Insight Sinch BFCM survey p46 Ecosystems Infrastructure p50

New monitors are being designed with Eye Comfort in mind. Paul Butler, AOC and MMD (Philips Monitors) regional sales director UK&I, discusses recent innovative features.

Colt Technology Services discusses how UK providers can deliver consistent quality for voice, video and AI-enabled customer contact everywhere.

p41

p22

Regularly replacing headsets is essential, especially in high-usage environments like hybrid workplaces and busy offices, UC Advanced tells you why.

p36

Audiovisual meeting room endpoints have historically been isolated from enterprise IT ecosystems.

p13

Regulation/ compliance p52 People p54

Mark Glasspool and Nick Stancliffe from TD SYNNEX Maverick, share their insights and views on the current state of play in the AV and UC sectors, and where it’s all heading?

Publishing Director Justin Penn 07816 573 186 justin@ucadvanced.com Editorial Guest Editor Trish Stevens trish@ucadvanced.com Dan Parton 07941 979 845 dan@ucadvanced.com Advertising Sales Martin Jenner-Hall 07824 552 116 martin@ucadvanced.com Market Analyst Wickus Bester wickus.bester@ stockinthechannel.com

Leaving no-one behind, Jabra have designed the Jabra PanaCast 40 VBS (video bar system) for the smaller meeting room. p19

p16

The UK’s Critical National Infrastructure sectorswould benefit from a unified ‘umbrella’ approach to security, collaboration and innovation.

p32

Published by: In the Channel Media Ltd Company registration number: 14363401 Registered office address 14-18 Heddon Street,

Martin Hollerup, Managing Director of Sandberg discusses the rising trend of hot desking.

p50

Mayfair, London, United Kingdom, W1B 4DA In conjunction with:

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RESEARCH

IT Leaders Unprepared for Certificate Lifespans Reducing

New Sectigo-commissioned research, found in the recent State of Crypto Agility Report, shows a digital trust crisis is brewing, and most businesses are unprepared. The report explores enterprise readiness for two major shifts reshaping digital trust: the CA/Browser Forum's mandate to

the frequent renewal disruption 🙉 86% of businesses have not assessed their quantum risk 🙊 9 5% of companies are

Successful Cloud Transformation Insights The Unisys Cloud Insights Report 2025 brings together insights from 1,000 IT and business executives, and key findings include: 🌤 82% of business

still managing certificates manually, flying blind into a new era of digital trust “SSL/TLS public certificates and their underlying cryptography have been remarkably stable for 30 years, acting as an invisible component of IT infrastructure, but that era is over,” said Tim Callan, chief compliance officer at Sectigo. “Today, certificates are front and center in the fight to secure our digital future. Building certificate agility now is the fastest path to achieving the crypto agility required for post-quantum cryptography readiness later.” n

reduce SSL/TLS certificate lifespans to just 47 days by 2029, and the migration to post-quantum cryptography (PQC) by 2030. The research reveals the majority of IT leaders are unprepared, and with the first deadline hitting in early 2026, it’s a recipe for outages and disruption. The study reveals a wide gap between fear and action: 🙈 81% of companies are unprepared for

executives view cloud and IT as profit centers,

driving continued investment despite mixed ROI results 🌤 73% of business executives view agentic AI as critical to staying competitive, creating urgent pressure

Mainframe Modernisation Delivers ROI

Kyndryl has unveiled the results of its third annual State of Mainframe Modernization Survey, and according to the survey modernisation project costs have decreased while return on investment (ROI) has increased. Respondents now report between 288% to 362% ROI on their initiatives, depending on whether they modernise on the mainframe, integrate with cloud, or move workloads to other platforms. “The mainframe has become the AI- fueled catalyst of hybrid enterprise strategies, delivering billion-dollar returns while powering innovation for customers,” said Hassan Zamat, Global Practice Leader for Core Enterprise at Kyndryl. “Organizations are taking a much

more pragmatic approach to modernization to drive

better business outcomes and incorporate new technologies.” Respondents also confirmed that modernisation success increasingly depends on a

to modernise infrastructure 🌤 78% of

workforce skilled in both mainframe and emerging technologies, and findings include:

organisations plan to increase generative AI investment, yet only 36% are ready to support large- scale AI workloads 🌤 85% of organisations take a reactive approach to cybersecurity, while only 14% are prepared for post- quantum threats. n

🌇 70% of organisations are struggling to find the right multi-skilled talent needed 🌇 74% continue to rely on third-party providers to support their modernisation efforts 🌇 94% of respondents stated that their modernisation plans are highly influenced by regulatory compliance and that security remains a foundational concern in modernisation decisions. n

BUSINESS NEWS

NFON offers new AI tools

NFON has launched AI Essentials for business telephony, which includes call transcription and summaries, automatic action items, unlimited voicemail transcription and the NFON Intelligent Assistant (Nia). The AI functions, directly embedded in NFON Business Telephony, can be activated immediately and used without any development or configuration. Jana Richter, EVP AI & Innovation at NFON AG, comments, “In small and medium-sized businesses in particular, teams waste hours every day following up on conversations and scattered information. Intelligent automation reduces manual tasks, making communication easier and clearer.” The new NFON AI tools also include Apple CarPlay integration for secure business telephony on the road and Softphone Pro for advanced workplace functionality. Apple CarPlay enables

calls to be made and organised securely via the vehicle display or voice control with Siri. Softphone Pro is a powerful desktop solution for companies with more complex requirements. Reception areas, support teams and sales organisations benefit from advanced features such as CRM integration via TAPI, drag-and-drop call control, real-time overview of team availability and centralised rollout via terminal servers. “Many companies struggle with increasing communication density, whether in sales, customer service or project teams,” emphasises Richter. “AI Essentials ensures that no conversation wastes time: important information is immediately available, decisions are documented and next steps are clear. This creates momentum where there used to be friction.” n

Jana Richter EVP AI & Innovation

nfon.com

TD SYNNEX and the Cloudy Foundation Educate and Inspire TD SYNNEX partnered with the Cloudy

Foundation to support their 2025 Summer Brief project, helping young people build essential digital skills through hands-on learning with Microsoft technologies. By sponsoring and participating in both virtual and in-person sessions across Bucks New University and Microsoft UA92 Manchester, TD SYNNEX and the Cloudy Foundation

aimed to inspire the next generation of tech talent and bridge the digital skills gap. Both are committed to positive community impact and empowering future innovators through education and collaboration. Learn more about the commendable project and what was achieved here. n

BUSINESS NEWS

HubSpot adds 200+ new features

HubSpot’s innovations, some in Beta phase, are set to address the challenges businesses face when incorporating AI into their teams. HubSpot recently added 200+ new features to help UK businesses build hybrid human-AI teams, and recent HubSpot research shows gaps in AI readiness among UK business leaders: 🏢 43% say they are only somewhat ready for the expected drop in website traffic. 🏢 56% report spending one to two hours verifying data before sharing it with key stakeholders. 🏢 99% have felt the impact of fragmented data and limited visibility, from reduced team productivity to delayed or flawed strategic decisions. Laura Lane, Head of Marketing, Northern Europe at HubSpot, comments “AI, especially within search engines and chatbots, has swiftly changed the way people find and consume information, and it’s having a noticeable effect on website traffic. More and more, tools like Google’s AI Overviews and ChatGPT are giving users the answers they need straight away, so there’s less reason for anyone to actually click through to individual websites. The better AI gets at surfacing useful content instantly, the less need there is for users to visit the source, which

means organic traffic is bound to drop. Looking ahead, this isn’t likely to change any time soon. As AI becomes even savvier at pulling together and presenting information, the traditional route of users landing on your website will only get more disrupted. Marketers can’t just rely on website visits for leads anymore. Instead, the focus needs to shift to making sure your brand is discoverable by AI and building trust across the various channels where people might come across you. All of this makes things like buying signals and data hygiene more important than ever. With the buyer journey becoming increasingly fragmented – and much of it happening in so-called “dark funnels” that traditional analytics can’t easily track – spotting genuine buying signals has become essential to nurturing leads. This includes someone engaging with your newsletter, a podcast or a tailored email. And on top of that, keeping your data clean and well-organised is key, so your AI-driven personalisation and segmentation actually work as intended. In this new AI-driven world, brands that keep their data in great shape and pay close attention to subtle buying cues will be the ones that come out on top, while others risk fading into the background.” n

Laura Lane Head of Marketing Northern Europe

hubspot.com

Westcoast Welcomes ROOMZ

Business Manager, at Westcoast comments, “ROOMZ is an exciting prospective partner for Westcoast

Westcoast have entered in a new distribution partnership with ROOMZ. The ROOMZ solution combines e-ink displays with a four-year battery life, offering a sustainable approach to workspace management without complex installations or maintenance. Its ecosystem includes intelligent sensors that automatically optimise room utilisation, prevent ghost meetings and deliver valuable workspace analytics to support data-driven facilities management decisions. Sam Armstrong, Unified Communication

providing an agile, eco-friendly approach to meeting space management, ideal for today’s fast-moving business environments. Their flexible solution, combined with a smart, feature-rich app, helps businesses manage their workspace visually and efficiently. ROOMZ goes beyond traditional meeting spaces, unlocking new use cases and supporting evolving ESG requirements within modern business.” n

roomz.io

ucadvanced.com

EVENTS

LONDON What?

Stockies 2025 When? V irtual Awards:

24 November – Technology & Storage 25 November – Printing Solutions, Peripherals & Accessories 26 November – AV & UCC and Live Show for Speciality Awards on 27 November 2025. Save the date!

Where? O nline and 100 Wardour St, London

LONDON What?

UCX When? 1 to 2 October 2025 Where? E xcel London, E16 1XL. Register for FREE here

LONDON What?

Gammaverse When? 2 October 2025 Where? Q EII Centre, Westminster.

Gamma partners can register here

LONDON What?

ChannelCon EMEA When? 13 to 14 October 2025 Where? S ofitel London Heathrow, TW6 2GD. Register here .

AUDIO

Listen Up! Fresh Headsets means Good Vibrations

Regularly replacing headsets is essential, especially in high-usage environments like hybrid workplaces and busy offices, and here’s why.

We’re Mucky Pups Headsets are in close contact with our skin, our hair and our breath, and they can accumulate our blood, sweat and tears, as well as our skin oils, dust and bacteria. It’s best to practice good hygiene habits and replace them when they can no longer be cleaned to a good standard. Like our Bodies, they Wear Out Even premium Headsets have a limited lifespan. Replace parts if you must, and recycle what you can when you retire them, but once their audio is gone, they’re gone. The Ear wants what the Ear wants The base function of any Headset should be the delivery of clean, crisp sound. Anything less is a loss: a loss of communication, a waste of time, and possibly lost opportunities, lost sales and lost relationships.

No Crackle, Snap and Pop Over time, headsets lose their noise- cancelling effectiveness, making it harder for users to focus.

In with the New New technology is not only compliant and compatible, the new ranges offer better integration, extended battery life, improved wireless ranges, and a host of AI-enhanced features, designed for maximum user productivity. n

ucadvanced.com !

Attention all Resellers! Headsets Need You! As we approach the Golden Quarter, now is the time to discuss replacing headset ranges with customers. Regularly replacing headsets isn’t just about having the latest tech; it ensures hygiene, comfort, high-quality audio, and overall reliability, which are all crucial for modern workplaces where effective communication is key. Get your clients to give headsets, not hampers, this Christmas. They are the gift that keeps on giving, and they last longer. n

11 13

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13 15

DISTRIBUTION

When Worlds Collide As the worlds of audiovisual and UC draw ever closer, UC Advanced asked Mark Glasspool, senior director, UK and Ireland, and Nick Stancliffe, collaboration and UC lead at TD SYNNEX Maverick, to share their insights and views on the current state of play in the sectors, and where it’s all heading? Q AV and UC – converging or keeping their distance? solution and the environment to suit the different needs of the users.

Mark: And what you want is for the telephony, call routing, chat, and that ideation and interaction to happen on a single platform – or for all the different solutions and platforms you want to use to work seamlessly together. That’s when it becomes a really good user experience.

Nick: We’re seeing a growing number of companies reassess their hybrid working strategies, focusing on how to strike the right balance between productivity and remote work. Increasingly, the emphasis is shifting toward encouraging greater office attendance. As a result, there’s a stronger focus on deploying the right AV and UC technologies, which are widely recognised as key enablers from a user experience perspective. And it’s not just about the meeting room. Digital signage is also being used throughout the workplace to help reinforce culture and foster a sense of connection. Mark: UC and collaboration are not yet in one place, but there is a continued convergence and that’s primarily being driven by platforms, which have evolved dramatically over the last three or four years and have now become all- encompassing. If you are serious about collaboration today, you need to start getting serious about UC and vice-versa. Q What’s driving them together? Nick: It’s about being able to provide the right kind of experience for the context. The environment needs to be set up so that they can have ideation- style brainstorming meetings with a collaboration touch device, or for more formalised meetings in a larger boardroom, or ad-hoc meetings in a small huddle space. It is about designing the

Mark Glasspool senior director, UK and Ireland

tdsynnex.com

Increasingly, the emphasis is shifting toward encouraging greater office attendance. As a result, there's a stronger focus on deploying the right AV and UC technologies...

Q Will we see integration between vendors?

Mark: We’re already offering a variety of bundled offerings because we see the need for that. People are looking at what their meeting room looks like, what their corporate signage looks like, what the LED wall in reception looks like, and that’s not only about the hardware, it’s about the content and how it all works together. That’s almost always going to involve a combination of products from different vendors.

Q Can the hardware keep pace with software and as-a-service offerings? Mark: The technology is keeping pace quite well. We’re seeing a lot of advances in different areas now. With centre- of-room cameras, for example, that genuinely support meeting equity. That’s becoming a reality – where everyone gets the same space and visibility.

Q What’s the future hold for converged AV/UC? Nick: Increasingly, we are seeing a growing role for AI in managing the entire workday. Tools like Copilot and Google Gemini are enhancing collaboration by supporting tasks such as transcription, note-taking, and action tracking during meetings. Beyond meetings, AI is being integrated into workspace management, helping employees book desks near relevant colleagues and automatically assigning meeting rooms based on attendee needs and agenda requirements. Mark: It will run all the way through from virtual reception areas with digital sign-ins and digital signage being used for wayfinding, so it starts to become a lot more than collaboration, with the entire experience delivered through the platform. It could then go even further and start scheduling your days and your business trips for you:flights, hotels, transfers, restaurants, everything. That’s when it starts to become really fascinating and a really good opportunity. We already see call analysis being used in UC to assist customer service, and if you extend that into the rest of your working day, you become instantly more efficient and effective and that will make your in-office or remote experience the best it can possibly be. Q How does the market look two years down the line? Mark: Being able to offer the full solution will be where partners need to focus. I think there will be consolidation in the market, with larger IT resellers and AV integrators making acquisitions. AV/UC is going to become more important to our everyday working lives. The AV won’t be unrecognisable within that, but it will increasingly be part of the whole solution. n

We already see call analysis being used in UC to assist customer service, and if you extend that into the rest of your working day, you become instantly more efficient and effective...

Q Where are the opportunities coming for MSPs and reseller partners? Mark: Any ‘box-shifting’ opportunities quickly become a race to the bottom. Most MSPs and solutions partners are looking at their total service and solutions offering, taking an end-to-end approach and providing the service-wrap that goes with the solution. As AV and UC come closer together, we are also seeing more interest in financial, recycling and lifecycle services. Partners with an IT background are more used to offering those kinds of services and for AV partners who are adopting UC, there are opportunities here as well.

Nick Stancliffe collaboration and UC lead

tdsynnex.com

ucadvanced.com

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• Advanced noise-cancelling microphone technology

• Own voice detection

• Extensive wireless range of up to 135m / 442ft

Contact your distribution partner for further details.

UC&C

Big Ideas are Born in Small Rooms Leaving no-one behind, Jabra have designed the Jabra PanaCast 40 VBS (video bar system) for the smaller meeting room.

Meeting spaces are an essential part of any modern working environment, and simply cannot be overlooked in any office or workspace design. They provide essential opportunities for employees to collaborate and communicate, express ideas, concerns and gaining valuable updates on projects and personnel. We’re Getting Smaller There is not a central record of a single average ‘office size’ across the UK through the decades, but trends in London records show a decrease in the average square footage per worker, from estimates around 180-200 sq ft in 2018 to about 10 sq m (107 sq ft) per worker in the early 2020s, driven by factors like agile working, smaller deal sizes being common, and a general move towards more efficient use of space. ‘Deal sizes’ is just estate management talk for property pricing. The estimates make sense, organisations are making the most of the space that they can afford, and employee productivity assessments are frequently calculated these days. We’re Getting Creative with Space According to London Office Space, hybrid layouts can reduce space needs by 10– 50%, translating into cost savings of up to £8,500 per employee/year. With those sorts of savings it is no wonder that Office Managers are getting creative with the space, that not only reflects modernity, company culture, as well as it reduces costs. Originally, the traditional office meeting space was often ‘boardroom level’ big,

with large floor space dedicated to addressing colleagues, but the luxury of this space does not exist, nor does the actual large numbers of colleagues being in the office at any one time exist, for most organisations today. Office hubs and office nests are

Rooms that used to be cupboards and telephone booths are being converted into meeting rooms..

making an appearance in office designs. Rooms that used to be cupboards and telephone booths are being converted into meeting rooms, and the smaller space can work well for office-based colleagues to collaborate with remote team members, if the right audio visual equipment is installed, and set up correctly. Enter Jabra PanaCast VBS40 The Jabra PanaCast 40 VBS addresses the challenge of video-enabling small meeting rooms with its innovative dual- camera systems, delivering a seamless 180° field of view through advanced stitching technology. This ensures full room coverage, making every participant seen and heard clearly, even when huddling around a small table, or being positioned close to the screen. It is the only Android-powered video bar designed specifically for small meeting rooms on the market at the moment.

CONTINUED

The video capabilities are matched by the advanced

audio performance, which stems from the GN group-wide unique sound processing capabilities. The sound is powered by

ucadvanced.com

UC&C

CONTINUED

a single high-quality speaker and six microphones with adaptive beamforming. Intelligent audio algorithms enhance sound clarity for exceptional voice pickup, so every word is heard clearly and accurately, fostering more natural and engaging virtual interactions and ensuring remote participants feel fully included. By reimagining what’s possible in a huddle room, the PanaCast 40 VBS transforms a small space into a comfortable collaboration area, allowing facility managers to unlock the full potential of these underutilised spaces.

and it offers flexibility with Zoom, Microsoft Teams, and BYOD deployment options. To enhance usability and longevity, the PanaCast 40 VBS includes optional accessories such as a touch controller and a detachable faceplate for easy cleaning. It can be purchased as a bundle, with both the PanaCast 40 VBS and the touch controller included. It is a future- proof investment, as it is complemented by up-to-date manageability through Jabra+ software and the reassurance of Jabra Warranty+ services. Key Features: ☀ Full-room coverage: 180° field-of-view with dual cameras and 4x digital zoom. ☀ Superior audio with 1 speaker and 6 microphones, enhanced by intelligent audio algorithms for crystal-clear sound and voice pickup. ☀ New packaging enables provisioning without removing the product from the box. ☀ Effortless installation with simple cable routing and protection for easy, clean setup. ☀ Compatible with Microsoft Teams, Zoom, and BYOD setups. ☀ PanaCast 40 VBS is an MDEP-based solution (Microsoft Device Ecosystem Platform), delivering strengthened security and enhanced meetings experiences. ☀ Intelligent Meeting Space enables users to personalise and set virtual meeting space boundaries, perfect for open-plan offices or glass-walled rooms. ☀ Managed via Jabra+, ensuring the latest features and functionality remain up to date. ☀ Backed by Jabra Warranty+ for peace of mind. ☀ Clean, professional aesthetic design that fits seamlessly into contemporary workspaces. ☀ Easy-clean cover and ADA compliance. n

By reimagining what’s possible in a huddle room, the PanaCast 40 VBS transforms a small space into a comfortable collaboration area...

Designed for ease of use and rapid deployment Designed with simplicity and ease of use at its core, the PanaCast 40 VBS offers a straightforward installation process – from unboxing to mounting to the first meeting. Its intuitive setup ensures that even first-time customers can get their systems up and running in seconds, making collaboration effortless. The packaging enhances deployment, by allowing provisioning without the need to remove the product from the box. The design features easy cable routing, hence making it ideal for quick and easy installations in small rooms such as Express Install for Microsoft Teams Rooms. A future-proof investment The PanaCast 40 VBS is fully certified for compatibility with Android environments,

Empowering collaboration. Anywhere. Anytime.

ucadvanced.com

CONNECTIVITY

Does the UK Have What It Takes?

Kim Holder, director – enterprise unified communications, Colt Technology Services discusses how UK providers can deliver consistent quality for voice, video and AI-enabled customer contact everywhere

Every few years the way we work shifts, and the strain shows up first in real- time media. Cloud calling is replacing PBXs, video has become the default meeting format, and collaboration and contact centres are now adding real- time transcription, meeting summaries, diagnostics and agent assist. These features are no longer optional, they are part of daily business. The question for UK providers is whether the network can deliver consistent quality for Teams, Webex, Zoom, Genesys Cloud, NICE and others, not only in London but also across regional sites and home offices. The UK today There is plenty to respect in the UK’s position. Gigabit access has expanded quickly, London remains one of the most interconnected hubs in the world, and the data centre and cloud ecosystem is deep. Many enterprises already run large estates on Teams or Webex, and cloud contact centres are ubiquitous. Where users still feel pain is consistency of experience.

they say “the call sounded poor” or “my meeting froze”. That variability is the gap to close if the UK is to offer the same experience everywhere that it already delivers in the capital. What good looks like For collaboration and contact, raw bandwidth is rarely the constraint. The real issues are path, peering and predictability. ✅ Path. Media should take the shortest, cleanest route to the vendor’s nearest media edge. If traffic hairpins through the wrong region, you pay in delay, echo and talk-over. ✅ Peering. Direct, well-engineered interconnects between your carrier and the platforms you use are critical. Poor peering shows up as random drops that no amount of extra bandwidth fixes. ✅ Predictability. Low latency, jitter and loss matter more

Kim Holder Director –

Enterprise Unified Communications

colt.net

The question for UK providers is whether the network

than raw speed. It’s essential to

can deliver consistent quality for

Outside the biggest metros, options for resilient, enterprise- grade fibre and diverse paths can be limited or costly. At busy times, latency and jitter vary. Users do not file tickets that say, “jitter increased by 12 ms”,

keeping calls stable, video

Teams, Webex, Zoom, Genesys Cloud, NICE and others...

smooth, and transcription clean. A solid design is straightforward. Use

SBCs to control media and apply policy. Deploy SIP from the cloud with

consistent numbering, emergency calling and compliance recording. Route real- time traffic through SD-WAN or SASE to the nearest media node, with failover that does not drop calls. These are the basics that underpin every successful deployment. They set the stage for the next layer of change, where AI-driven features are starting to reshape how collaboration and contact centres behave and what the network must carry. AI and traffic load AI collaboration benefits are already becoming mainstream. Features already in use include live captions and translation, acoustic echo control, meeting and call summaries, quality diagnostics that spot a bad local network, agent assist that surfaces the right policy while the customer is speaking. These functions clearly improve outcomes for users and customers, but they also change the traffic profile. Some processing can happen on the device, some relies on media nodes close to the user, and some runs best in cloud regions. The result is

more paths to manage, and more demand for stable, low-latency connectivity to keep experiences consistent.

What is changing in the UK? Investment continues across the

ecosystem. Carriers are extending fibre into more locations, lifting backbone capacity and improving diverse routing. Vendors are placing more media nodes closer to users, which helps a great deal. Government programmes for hard- to-reach areas are making progress, although it takes time. Colt is expanding its European fibre footprint, deepening interconnects to major collaboration and CCaaS platforms, and operating SIP trunks and SBCs as managed services with defined media quality targets. Upgrades on international routes, including trials of very high-capacity services, show how far performance can scale. The goal is not just more speed but consistent quality for voice and video, with routing that avoids unnecessary detours and resilience that maintains service during faults.

The goal is not just more speed but consistent quality for voice and video, with routing that avoids unnecessary detours and resilience that maintains service during faults.

CONTINUED

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CONNECTIVITY

CONTINUED

What can be done now? You do not need a grand transformation to lift quality. You need to do the basics well. 1 Measure what users feel. Track call setup success, post-dial delay, MOS, jitter and loss per site. Use synthetic probes from branches and home offices. Fix route and peering issues, not just bandwidth. 2 Rationalise the underlay. Reduce provider sprawl and concentrate traffic with carriers that can evidence strong peering to Microsoft, Cisco, Zoom and your CCaaS of choice. Ask for route maps and evidence. 3 SBC placement. Keep media local where it helps performance, centralise when policy requires it, and test failover under live conditions. Resilience should support both compliance and user experience. 4 Treat numbering and compliance as part of quality. Porting delays, brittle recording or poor survivability undermine performance gains. Handle numbering, emergency calling and recording with the same priority as latency. 5 Design for hybrid work and change. Assume a mixed estate of offices, home workers and acquired sites. Make policy and media quality follow the user so locations feel the same. A balanced outlook The UK is not starting from scratch, nor is it finished. The core is strong, the partner ecosystem is deep, and the direction of travel is right. The task is to smooth the remaining rough edges so that a branch in the Midlands, a contact centre in the North and a hub in London all have the

same experience on a given afternoon.

Colt is playing its part by providing the fibre and routing between cities, strong interconnects to collaboration and CCaaS platforms, and managed voice services that behave well under pressure. The task for providers is to turn that capability into a dependable experience for employees and customers. n

Do we have what it takes? Yes, but only if we keep the focus on the basics that matter most to users. Short, clean paths, strong peering, predictable performance, and clear, reliable delivery of voice, video and AI features. If providers stay disciplined on those points, the UK will be well placed to deliver consistent quality across all locations.

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CC/CX

Press 1 for Patience or Select 8x8 for Success In the UK, Clearing is a process where students who have not secured a university place, or have changed their mind on which course they wish to attend, call universities directly after A-level exam results are published, to see if they can claim a placement.

awarded on a first-come, first-served basis. “Clearing is high-stakes for students and universities alike as every second on hold adds stress and the risk of losing a place or funding,” comments Maxine Eunson, Head of Public Sector and Universities at 8x8, Inc. For students this year calling “8x8- powered” universities, the experience looked very different. Average wait times dropped to just six seconds, and most calls were resolved end-to-end in under eight minutes.

As A-level results dropped in August, students across England, Wales and Northern Ireland scrambled to secure university places through Clearing, and many were forced to wait more than three hours on hold to do so, according to new data from 8x8, Inc. With more than 22,000 undergraduate courses still open, phone lines across the UK on Thursday 14 August 2025 were quickly overwhelmed. Whilst Clearing technically runs until October, the first few days are critical, with some places

Maxine Eunson Head of Public

Sector and Universities

After the first weekend of Clearing, data shared with 8x8 from a number of UK university bodies revealed:

8x8.com

Some applicants were on hold for more than three

8x8-supported universities recorded wait times of less than eight seconds for a call

hours before reaching the relevant university employees.

to be answered, and total call handling times were around eight minutes. In some cases, calls handled were under two minutes.

80% of call volume took place on

Universities without an 8x8 solution had average wait times of above 16 minutes .

the Thursday of exam results being received.

TECHNOLOGY & STORAGE 24 NOVEMBER

In association with

NOMINATIONS

PRINTING SOLUTIONS, PERIPHERALS & ACCESSORIES 25 NOVEMBER

NOMINATIONS

26 NOVEMBER

AV-UCC

SPECIALITY LIVE: 27 NOVEMBER

SPONSORS

is pleased to announce the following sponsors...

TECHNOLOGY & STORAGE

PRINTING SOLUTIONS, PERIPHERALS & ACCESSORIES

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SPECIALITY

In association with

STOCKIES 2025

A word from ...

1 Tell us about EET and how the year has been going so far. It’s flown by with a strong Q1, tougher Q2 but good rebound in Q3. We have also moved our warehouse and offices! Delivery is key and that’s why we are delighted to have increased our stock holding in the UK to provide improved service levels. Combined with our bright new office to showcase our comprehensive offering, host training events and to enjoy a few games of pool! 2 What are some of the latest developments that EET have experienced? We are proud to have reached the milestone of 1,800,000 planted trees and 26,000 tons of CO2 avoidance! Through our partnership with Ecologi, we are planting 1 tree for every 5 shipments and have also been helping partners be more conscience of their environmental footprint. Innovative products and brands such as INFINTE from eStuff have also been introduced on several projects to meet ESG requirements. 3 What piece of advice would you give to MSPs today? As Cloud and AI continue to take a lot of focus and attention, Hardware sourcing and deployments need to be more efficient with margins under pressure. EET do more than just ship boxes and assist many partners with configuration, setup

and bundling to create solutions before they are deployed. We also have great marketing tools and product guides/configurators to assist with generating more opportunities. 4 What makes the Stockies Awards a standout event? The Stockies feel very personal through recognising a wide range of categories, partners and individuals across the channel. This inclusive format keeps many engaged, with good coverage of the nominations and shortlists and the evening award celebrations are great fun! 5 You’re sponsoring Reseller of the Year – Turnover from £20m to £150m . What trends are you seeing that you could offer to those that fall within this bracket? We really believe these organisations are a driving force in the market. Connectivity and Networking has been a great growth area, with brands like Ubiquiti, Cambium, Lanview and MicroConnect growing significantly in the last year. 6 If you could recommend a winner, who would it be? They are all winners for getting this far in a competitive category and market. Well done and best of luck to all! n

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WORKPLACE

Workspace v2.0: No Fixed Address

Martin Hollerup, Managing Director of Sandberg discusses the rising trend of hot desking. With most modern offices offering some form of this option for remote and hybrid employees, Martin gives insight on the essential peripherals businesses should consider to make hot desking flexible for all.

What is Hot Desking? Hot desking, the flexible workplace phenomenon where employees share work areas instead of having their own assigned desks. When an individual arrives at the office, they choose their pre-booked or any available workspace rather than returning to the same desk each day. Origins Drawing inspiration from the naval practice known as ‘hot racking,’ where sailors on different shifts shared bunks due to space constraints, hot desking is believed to have originated in the early 1990s. Inspired by the aviation industry, airline staff would share limited desk

space, leading to the metaphor of desks being ‘hot’ from constant use.

This now common practice has only grown and evolved since, as

organisations adapt to changing work cultures, technological advancements and economic pressures. Hybrid working and the Covid-19 pandemic have further accelerated the pace of change and ensuring workplaces are set up to be flexible is now a must. Bringing together diverse cultures and teams through hot desking has helped increase collaboration and innovation and at the same time has helped with cost efficiencies and more.

Martin Hollerup Managing Director

sandberg.world

Benefits of Hot Desking: 🔥 Office Space Optimisation –

Hybrid working and the Covid-19 pandemic have further accelerated the pace of change and ensuring workplaces are set up to be flexible is now a must.

Companies can reduce their spend on expensive office space, through eliminating regularly unused desks and balancing attendance. 🔥 Flexibility & Autonomy – Employees can choose workspaces based on their tasks or mood which can improve job satisfaction. 🔥 Collaboration – Alternative seating arrangements can encourage cross- departmental discussions and knowledge sharing. 🔥 Hybrid Working – Hot desking integrates seamlessly with

CONTINUED

www.sandberg.world

Hot desk ready: Plug in. Power up. Get productive. With Sandberg, desk sharing becomes an integral part of office-based productivity. Our belief is simple: Tech for all. It’s been at the heart of everything we’ve done since 1985. From everyday consumers to global enterprises, everyone benefits from our product availability and exceptional performance quality.

Office Headset Pro

Windows Hello Compatible Webcam

Vertical Ergonomic Mouse

All-in-1 Dock Laptop Riser

3-in-1 GaN 65W Adapter

100W USB-C Kevlar Cable

All-in-1 24000 mAh Power Bank

Memory Foam Mousepad

Hot Desking. Cool Peripherals.

ucadvanced.com

See the full range at eet.co.uk

WORKPLACE

remote and flexible work models where office attendance may vary by a team, individual and/or role. 🔥 Sustainability – Reduced energy consumption with savings on heating or cooling office environments.

CONTINUED

Criticisms of Hot Desking: ☔ No Personalisation – Some

employees may feel disconnected without their own dedicated space to make their own. ☔ Team Cohesion – Frequent desk changes can make it harder for teams to bond and collaborate effectively. ☔ Hygiene Concerns – Shared desks should have stricter cleaning procedures to ensure bacteria and illnesses are not transferred easily. ☔ Booking Conflicts – Double bookings and/or insufficient space can make finding a desk frustrating. ☔ Disrupted Working Environment – Varying or inconsistent IT hardware can hinder productivity and focus. According to CBRE data, only 40% of companies now maintain a 1:1 desk-to- employee setup, a dramatic drop from 56% in 2023. This is combined with organisations targeting a desk-sharing ratio between 1.5 and 2.0 employees per desk. These findings highlight the need to set up environments effectively with the right technology paramount to realising the benefits and overcoming the criticisms. Booking systems are now being used to reserve places in advance to ensure there is sufficient space for everyone. Smart building systems which control heat and lighting based on occupancy are also becoming more prevalent. Not forgetting the basic essentials, which ensure seamless connectivity, secure working and guarantees a productive day. Sandberg have a comprehensive range of peripherals designed with this in mind, all covered by a unique 5 year warranty.

According to CBRE data, only 40% of companies now maintain a 1:1 desk- to-employee setup, a dramatic drop from 56% in 2023. This is combined with organisations targeting a desk-sharing ratio between 1.5 and 2.0 employees per desk.

Hot Desking Essentials 💻 Keyboards & Mice - Ergonomic, vertical, wired/wireless devices can help prevent RSI and provide comfort throughout the day. 💻 Deskpads & Mats – These relieve strain on the wrists and provide a non-slip surface for better precision and control. 💻 Docks – Multi-port hubs facilitate a central connection for all peripheral devices so that only one USB-C connection can be used for I/O, power, display and network. 💻 Headsets – Active Noise Cancellation technology provides excellent,

sufficient power outlets aren’t available. 💻 Chargers – Universal USB-C adaptors provide extra power when needed and reduce the points of failure and/or accidental disconnections. 💻 Cables – Durable, military grade connections between regularly used devices across numerous colours and lengths to prevent any downtime.

Sandberg’s full range is available from our distributor EET – eet.co.uk

The Future of Hot Desking Hot desking is expected to evolve further in response to employee feedback and workplace trends. While some companies are reconsidering fully unassigned seating, many are adopting hybrid approaches that balance flexibility with stability. Future hot desking initiatives will focus on employee well-being, smarter working, sustainability and inclusivity. Ergonomic setups that can be tailored to suit an individual’s needs or a team project will further increase employee satisfaction and productivity. Sitting at a traditional desk, standing at an electronically adjustable desk, meeting in pods and/or booking entire rooms or sections of an office is only likely to continue. Hot desking will remain a key component of the dynamic workplace, enabling organisations to adapt to changing demands while nurturing innovation and collaboration. The evolution of hot desking reflects broader shifts in how we perceive work and workspace. From its humble beginnings in aviation and the navy to its current role in hybrid and tech-enabled offices, hot desking has transformed the modern workplace. While it presents challenges, its benefits in flexibility and cost-efficiency make it valuable for organisations navigating the future of work. Whether in a coworking hub or corporate office, hot desking is here to stay. Reshaping not just where we work, but how we work for the better. n

Future hot desking initiatives will focus on employee well- being, smarter working, sustainability and inclusivity. Ergonomic setups that can be tailored to suit an individual’s needs or a team project will further increase employee satisfaction and productivity.

undisturbed sound in noisy office environments. High quality materials also provide supreme comfort for hours of nonstop use. 💻 Webcams – High resolution, automatic focus and light correction with wide field view for professional meetings no matter the setting – select Sandberg models now Windows Hello ready 💻 Privacy Filters – Keep confidential

information private with displays appearing blank unless directly in front of the screen.

💻 Power Banks – Keep mobile devices fully charged when on the move or when

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