Appointments Xelion appoints UK Operations Director


Xelion, the cloud telephony provider, has appointed William Scully as Operations Director. In his new role he will be responsible for all support and operational matters including the on-boarding of new partners, as well as working to enhance the Xelion product offering through new strategic partnerships.. Prior to joining Xelion, Will was Head of R&D for TFM Networks. He has over 10


years’ experience in the ICT industry including previous roles with Interoute, Easynet and Griffin. Xelion offers an open platform architecture that partners can configure to customers’ individual needs, There are no hidden extras or chargeable bolt-ons with all features, even call-recording included as standard. There are standardised patented apps for desktop, mobile and tablet so users can use the solution anywhere, anytime. The platform brings together voice, instant-messaging, sms, wallboards and more, delivering Organised Communications for customers on any device.


William Scully. Nuvias Group Appoints New CEO


Nuvias, the EMEA fast-growing, high-value distributor, has appointed Simon England as its new CEO. With a remarkable, wide-spanning career in IT Value Added Distribution, England is tasked to take Nuvias into the next phase of its development, leveraging the service-led and solution-rich platform and completing the vision to become Europe’s leading High-Value distributor, accelerating growth and impact for partners. England has developed and led businesses in the Value Added Distribution space for


Simon England.


almost 30 years. His previous role saw England lead the development of new business segments and models for Tech Data as SVP Next Generation Technologies, after considerably expanding the company’s value businesses, under the Azlan, Datech and Maverick brands, across Europe as SVP Value Added Business. England will take full operational control as CEO as of April 1st, 2019, reporting into the Nuvias Group Board. The Nuvias Group has brought together award-winning channel businesses across Cybersecurity, Advanced Networking and Unified Communications. The initial phase, integrating these acquisitions as a group, has been led by Paul Eccleston, resulting in the creation of Europe’s leading challenger in the High-Value distribution landscape.


a useful tool for companies to promote products or services or for customer service surveys. ContactBabel claims that; “large operations are more likely to be using SMS to communicate with customers, with 82% of respondents from this size band doing so.” However, where larger companies go now, smaller ones are sure to follow.


Making customer data security a priority


So far so good. However, with these great opportunities also come responsibility and that means ensuring that both the customer’s ID and payment details are protected. Any payments must comply with PCI DSS regulations and the new GDPR mandate to ensure mobile and online security of data (ways to tackle these are discussed in the PCI Compliance and Card Security chapter of the ContactBabel report). As a PCI-DSS Level One Accredited Supplier, Encoded


has for some time provided contact centres and their customers with a secure payment platform to ensure that transactions are fully automated and that confidential data is stored centrally and securely. Our new customer engagement platform now expands the offering to accommodate this mobile world.


The Encoded customer engagement platform works with


SMS and other forms of IM including Facebook messenger and Whats App to support outbound dialling and integrates with many other services such as email and voice to enable multi-channel transactions. Designed with PCI DSS and GDPR in mind, it ensures complete security of mobile and online customer data. It also incorporates Artificial Intelligence (AI) technology that simulates human conversations to handle routine parts of customer interactions, which means a smaller number of contact centre staff can handle a larger number of transactions.


True customer engagement reaps benefits


There are many benefits to be gained from embracing this new mobile world – from facilitating faster payments, reducing debt levels with faster resolution of accounts (and less agent time spent chasing), to keeping customers updated via broadcasts of product offers and promotions. If your contact centre hasn’t yet gone mobile, then now is the time to act. Customers will vote with their smartphone, not their feet, and choose the companies that offer true mobile omni-channel customer service.


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