Cavell Summit Europe had its annual event yesterday, bringing together analysts, service providers, and channel partners to discuss the trends shaping the industry.
Although everything from cloud sovereignty to economic uncertainty was addressed, some topics emerged as common themes throughout the day.
Whether through roundtables or discussions with attendees, here are our top 5 takeaways from Cavell Summit Europe.
Data Silos Are Limiting Innovations Across Platforms
In the opening keynote, Cavell Managing Director Matt Townend described the traditional enterprise technology landscape as “siloed,” with platforms such as CRM, productivity tools, communication systems, and even AI operating in isolation.
Townend explained that while these tools may be accessible via APIs or built-in solutions, they often emerge in specific UCaaS or CCaaS applications. This lack of seamless integration across platforms limits their full potential.
Partnerships Are Key for Providing for Verticals
With so many companies now using UC solutions, it is becoming impossible to cater to all industries. However, losing potential customers due to a lack of focus is not an option.
Gamma CEO Andrew Belshaw emphasized that partnerships will be essential for building solutions tailored to smaller verticals. As Belshaw said, “You don’t need to know everything about what communication needs a pub has; you just need a partner who can build that understanding so you can offer your service.”
Specialize in Verticals You Want to Target
While Belshaw highlighted the importance of partnerships, 8×8 CEO Samuel Wilson explained that tailoring solutions for specific verticals can help businesses gain traction. He advised building a broad platform but focusing on specific verticals.
As Wilson said during a roundtable, “Not everyone buying your solutions is technically minded.” He advocated specializing in an industry so businesses can easily demonstrate specific applications of their platform for unique circumstances, removing the guesswork. He also recommended using the first client in a vertical as a case study to attract more clients within that sector.
Work Toward the Intelligent Workplace
In an interview with UC Today, Matt Townend discussed how market dynamics have shifted. Businesses now aim to communicate, collaborate, and analyze more effectively—achievable only by embracing the intelligent workplace.
“It’s no longer enough to think, ‘I’ve just got a UCaaS platform’ or ‘I’m just offering a CRM solution.’ We’ve got to get into the mindset of the customer,” he explained. Townend also noted that Cavell’s latest research shows integration into vertical platforms is a key factor for customers.
Voice Is Not Dead, but It Has Trust Issues
Compliance challenges, lack of monetization opportunities, and disinterest from Gen Z have led many in the industry to question whether voice is dead.
However, a roundtable at yesterday’s event revealed otherwise. Not only did panelists disagree with this notion, but none of the 30+ audience members polled thought voice was dead either.
That said, over 50% of attendees believed voice has trust issues due to factors like spam call surges, which make people less likely to answer their phone when an unknown number calls.
This post originally appeared on Service Management - Enterprise - Channel News - UC Today.