Key market plays for 2015?
Contact centre agent productivity – consultant engagement. Security consulting – both audit and compliance all the way through to security strategy. Eliminating competition within our existing customer base. Market segmentation and cutting down on the number of the types of customers that we’re trying to serve in terms of customer size and vertical markets. Backend cost optimisation and making sure we’ve got an efficient engine and that every employee is not only 100 per cent utilised, but is efficiently challenged because they love their job. The cost in downtime in terms of employees leaving is a significant cost. We want our good people to stay with us.
Key technology trends for 2015?
We see a big growth in the security environment. The number of high profile hacks that have occurred in the past few months is causing organisations to say ‘beyond compliance, what else do we have to do to ensure the integrity of customer data.’
Key message to the market for 2015?
There’s no substitute for excellent customer service. You can have the best technology but it won't work well if you have a poor experience around it either from an ongoing support perspective or bad implementation.
Key warning in the market?
It’s not all about the Cloud. In 2015, it’s about so many other things too.
Key strategy for AGC Networks this year?
Increasing consulting as a percentage of our revenue and also increasing annuity services around managed services.