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Company Unified Communications Hybrid Cloud Customer Service Infrastructure Data Protection Artificial Intelligence Big Data Hospitality Communications

Seamless guest experiences demand seamless, AI-powered communication

Seamless guest experiences demand seamless, AI-powered communication
Across the hospitality sector, the new breed of interconnected guest experience means that expectations are at an all-time high. New opportunities to deliver truly personalised experiences that help brands establish their place in the public consciousness continue to reveal themselves, but the resulting pace of digital transformation means that these inevitably come with new challenges. With multiple channels now typically involved in each guest's journey - from booking to arrival, checkout, and beyond - many hospitality professionals are finding themselves short-staffed, unable to manage the growing complexity of their day-to-day operations.

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  77 Hits
Cloud Company Multi-cloud GDPR Compliance Private Cloud Public Cloud Business Continuity Data Protection CSP Azure HCI

What the Global Cloud Outage Taught Us About True Continuity

global-cloud-outage-business-continuity-insights

The question every leader should ask this week:
"If my Cloud provider went down tomorrow, would my business stay online and remain trading?"
If the answer isn't a confident "yes," it's time to reconsider your business continuity strategy...

Recent outages from AWS (20-10-25) and Azure (30-10-25) left global organisations offline for hours. Critical applications went dark, disrupting entire operations, along with the associated revenue streams and the cost of a workforce unable to work!

Tags:
hybrid Cloud business continuity Cloud outage resilience hybrid Cloud architecture active-active Cloud setup
  838 Hits
Cloud Company Multi-cloud Private Cloud Public Cloud Azure HCI

A seamless digital transformation process, powered by Microsoft Azure, delivers tangible cost savings and efficiencies

case-study-microsoft-azur_20251030-125229_1

The Challenge

The customer embarked on a strategic digital transformation by migrating critical business systems from fragmented on-premises infrastructure to Microsoft Azure. This transition would not only modernise their IT operations across five European countries but also deliver significant financial savings and operational efficiencies through smart licensing and resource planning.

Throughout the transformation process, the customer faced challenges with maintaining disparate legacy systems across multiple locations, which led to inefficiencies, high operational costs, and limited scalability. They needed a unified, secure, and scalable Cloud platform to support business growth and enable remote working capabilities.

The Solution 

The customer engaged Exponential-e to deliver a phased Azure migration strategy, including:


The migration was executed in stages across five European and UK locations, using a combination of rehosting and rebuilding application servers. Microsoft technologies such as Azure Migrate, Azure Backup, Azure Site Recovery, and Azure Virtual Desktop were key enablers. 

The project was delivered collaboratively between the customer's internal IT team and Exponential-e's consultants, ensuring alignment with business goals and knowledge transfer. The approach followed Microsoft's Cloud Adoption Framework, ensuring best practices in governance, security, and operational readiness. The successful implementation positioned the customer for future innovation and growth on a modern Cloud foundation.

Solution Benefits

  • Migration of 38 Virtual Machines to Azure.
  • Implementation of 2 x 100TB GRS Reserved Backup Instances.
  • Licensing of 48 x SQL Server Standard (two Core Packs).
  • Licensing of 22 x Windows Server 2022 Datacentre (eight Core Packs).
  • Overall savings of £100,000 on Azure spend through strategic use of Microsoft Savings Plans and Reserved Instances.
  • Improved governance, scalability, and remote working capabilities.
  • Consolidation of infrastructure across five countries into a single Cloud platform .


Azure Stack HCI
The Good, The Bad & The Hybrid

In this exclusive whitepaper from Exponential-e's Cloud transformation specialist, James Pearce, discover how the next generation of hyperconverged infrastructure is transforming the way organisations design, deploy, and manage cutting-edge IT infrastructure, along with a proven roadmap for its successful implementation.

READ THE WHITEPAPER
Azure Stack HCI - The Good, The Bad and The Hybrid. Click to read the whitepaper.
Tags:
Microsoft Azure migration Cloud transformation Azure managed services Azure professional services
  434 Hits
Digital Transformation Service Desk Managed IT

Modern workflows are highly flexible and truly interconnected, which means IT Service Management must be as well

ITSM-Modern-Workflows_BlogHeade_20251028-091516_1

Traditionally, different aspects of organisations' IT ecosystems have been highly siloed, with little interaction between different areas. For example, organisations' HR systems would have no reason to connect with their contact centre environments and so would be managed independently, via segregated systems and processes. However, the ways in which we communicate and collaborate have fundamentally changed in recent years. Disparate systems are now highly interconnected, with ever-growing volumes of data flowing between them on an ongoing basis.

Tags:
IT Service Management ITSM as a Service ServiceNow platform Modern workflows Seamless IT integration
  733 Hits
Company Data Digital Transformation Compliance Cyber Security Ransomware Critical National Infrastructure

Vodafone blackout highlights urgent need to optimise the security and resilience of critical infrastructure

Vodafone-Outage_BlogHeader

On Monday 13th October, Vodafone customers experienced a blackout of internet and mobile services, with more than 130,000 reports flagged to web outage monitors. In many cases, business users reported they had been left unable to trade, or even communicate with colleagues or customers, throughout the outage, leading to a demonstrable loss of profits. This included other telecoms providers utilising Vodafone's network, who were similarly affected.

Tags:
Vodafone blackout CNI resilience single point of failure network resilience UK incident response
  702 Hits
Digital Transformation Managed Services Professional Services Cyber Security Monitoring

The best of all worlds: embracing the BYOD model without putting critical data at risk

ITSM-BYOD-Webp

In just a few short years, the way we work has changed forever, with employees at all levels now working at home, in the office, and on the move, communicating and collaborating with customers and colleagues in ways that would have previously been inconceivable. However, as we have seen in recent months, with numerous high-profile cyber-attacks on corporate infrastructure, we can never allow ourselves to become complacent when it comes to the security of critical data. In other words, while we should certainly be ready to explore new models of working, the opportunities on offer must not blind us to potential cyber risks.

Let's consider, for example, the now ubiquitous Bring Your Own Device (BYOD) model…

The BYOD model simply means employees are allowed to utilise whichever devices they like for work purposes, utilising them to connect to corporate networks in and out of the office. While this concept has existed for some years now, the COVID-19 pandemic and the resulting lockdowns saw numerous organisations rush to implement the concept at scale, ensuring their employees could transition to remote working with minimal disruption.

While this was largely successful in terms of maintaining BAU as much as possible, in the years since lockdown, many organisations have found that these hastily implemented policies have introduced a number of challenges – some obvious, some less so – for internal IT teams.

These include:

  • Allowing employees the freedom to use their preferred devices without compromising the integrity of corporate infrastructure  
  • Ensuring users' personal data is not inadvertently put at risk
  • Maintaining full compliance with an evolving range of data protection regulations
  • Ensuring a diverse range of devices and operating systems all receive the latest security updates as soon as they become available
  • Ensuring corporate security policies are consistently enforced every time employees connect to the corporate network, without this requiring an impractical level of manual effort

All IT teams will already have systems and processes in place for asset management, ensuring corporate devices are kept secure throughout their lifespans and that users are equipped with whatever they need to best fulfil their roles. However, when employees are free to connect through whatever devices they like, control and visibility become increasingly difficult to maintain.

IT Service Management (ITSM) platforms must therefore evolve, providing IT teams with the tools they need to accommodate BYOD and other new ways of working without requiring the inherent cost and complexity of building a bespoke solution in-house.

We explore these challenges in our latest report, Rethinking IT Service Management: A New Model of Seamless IT for the Modern Workforce, in which our IT experts posit a new approach that allows for a truly holistic view of all workflows while still providing employees with the flexibility to which they have become accustomed. 

READ THE REPORT
Tags:
ITSM compliance IT Service Management cyber security G Cloud
  443 Hits
Digital Transformation Managed Services Professional Services Cyber Security Monitoring

Compliance cannot be an afterthought – it must be inherent in the design of all IT Service Management platforms

Compliance cannot be an afterthought – it must be inherent in the design of all IT Service Management platforms

The regulatory landscape is more complex than ever, with organisations across the public and private sectors having to meet an increasingly stringent range of obligations across all aspects of their services, including their IT ecosystems. Far from a box-ticking exercise, this is an essential part of strengthening business' overall security and resilience in the face of numerous aggressive, highly sophisticated cyberattacks. Indeed, as we closed out the first half of 2025, 67% of medium businesses and 74% of large businesses had experienced a breach or cyberattack of some description[1]. 

The evolution of the regulatory landscape is an appropriate response to these threats, helping minimise the risk of serious breaches affecting critical services that citizens depend on. To this end, G-Cloud bids require organisations to have IT Service Management (ITSM) tooling in place, in full compliance with the ITIL standard, without which they will be unable to bid on some of the most sought-after public sector contracts.

This presents a number of singular challenges for organisations, many of whom will not have the time, resources, or internal expertise to develop a bespoke ITSM platform in-house. However, most off-the-shelf platforms lack the flexibility required to accommodate the required tooling.

As a result, too many organisations will miss out on potentially lucrative business opportunities. But rather than treat these new compliance obligations as a burden, we should look at them as an opportunity to establish a new standard for ITSM deployments, ensuring they continue to form the foundation of seamless, secure IT that supports organisations' efficiency, innovation, and ongoing growth. This means a 'best of both worlds' scenario, where the cost efficiency and streamlined deployments of off-the-shelf solutions is combined with bespoke solutions' ability to accommodate the most rigorous compliance obligations.

This will require a whole new approach to

ITSM – one which we explore in depth in our latest report, Rethinking IT Service Management: A New Model of Seamless IT for the Modern Workforce. Inside, our own IT specialists explore the emerging challenges that successful ITSM deployments present to organisations, along with all the operational and business benefits that a world-class platform can open up. If you are in any doubt about whether your ITSM platform will remain fit for purpose in the years ahead, do not make any new investment until you have considered this information. Read the report now, and do not hesitate to get in touch if you would like to explore any aspect of your unique digital journey with our experts.

Don't Let Outdated Systems Leave You Exposed — The Future of Seamless IT Support

Modern ITSM is no longer optional - it's essential. The rise of remote work, tougher regulation, and growing cyber threats has exposed the limits of traditional, reactive systems. Weak workflows, lack of integration, and compliance gaps are risks that can't be ignored.

This whitepaper sets out a new framework: AI-powered automation, integrated security, and scalable architecture built for modern demands. It explains why compliance isn't a burden but a competitive necessity - especially in the public sector - and argues that expert delivery is just as important as the right tools.

Dive in if you want to future-proof your IT, protect your data, and avoid being caught out when the next crisis hits.

Rethinking IT Service Management Brochure
Rethinking IT Service Management
Tags:
ITSM compliance IT Service Management cyber security G Cloud
  903 Hits
Company Data Retail Cyber Security Business Continuity Ransomware Data Protection

Retail is a prime target for cyberattacks… but it’s time to fight back

Retail is a prime target for cyberattacks… but it’s time to fight back

Traditionally, retailers' biggest security concern has been theft, and so CCTV systems evolved to ensure shoplifters could be identified as quickly as possible and stock shrinkage minimised, forming a foundational element of on-site infrastructure. However, as retailers expanded their operations and looked to achieve seamless communication and interoperability between sites and warehouses, the security concern grew to include data theft, and so secure, resilient connectivity became a key priority.

Tags:
retail cyber security solutions SASE for retail retail ransomware protection secure connectivity for retail SD-WAN for retail
  503 Hits
Company Data Compliance Cyber Security Ransomware Critical National Infrastructure

Germany charges hacker with Rosneft cyberattack in latest wake-up call for critical infrastructure

Germany charges hacker with Rosneft cyberattack in latest wake-up call for critical infrastructure

A 30‑year‑old man has been charged with launching a cyberattack on the German subsidiary of Russia's state-owned oil giant Rosneft. The cyberattack, which happened in March 2022 in the aftermath of Russia's invasion of Ukraine, crippled the company's operations and cost millions of euros in damages.

Tags:
Rosneft cyberattack critical infrastructure protection critical infrastructure cyber security ransomware remediation cyber resilience energy sector
  1314 Hits
Company Cyber Security Business Continuity Ransomware Disaster Recovery Data Protection Critical National Infrastructure

Blue Locker ransomware hits critical infrastructure - is your organisation ready?

cyber-security-defence-against-blue-locker-ransomware
Critical infrastructure organisations are once again being warned of the threat posed by malicious cybercriminals, following a ransomware attack against a state-owned energy company in Pakistan.
Tags:
Cyber security ransomware data protection disaster recovery critical infrastructure
  1410 Hits
Cloud Connectivity Retail Cyber Security Network SASE

What “AI/IoT-Ready” Really Means on the Shop Floor – a New Perspective for Retailers

AI in Retail

The retail playbook has been fundamentally rewritten. Customer journeys are omnichannel by default, IoT sensors are now omnipresent in both warehouses and shop floors, and AI is moving from pilot to P&L at an unprecedented pace. And the results are already proving transformative:

  • Time-to-open: New stores and pop-ups are networked, secured, and POS-ready in days, not weeks.
  • CX becomes predictive: Personalised offers and staffing respond to real-time signals, not yesterday's batch.
  • Shrink is minimised: Vision-based loss prevention, plus better on-shelf availability.
  • Cost-to-serve falls: Energy, logistics, and labour are optimised by rich streams of real-time date.
  • Audits are boring (in a good way!): PCI and security postures are continuously and consistently maintained across estates and partners. 

But in the race to access all these potential benefits, the winners aren't the ones with the flashiest demos – they're the ones with a rock-solid digital foundation that lets AI and IoT platforms scale safely, securely, and intelligently, store by store.

So, from Exponential-e's vantage point across cloud, connectivity, cyber, and communications, and our ongoing conversations with top retailers across the UK, here's what "AI/IoT-ready" actually means for the sector, and how we can begin laying those all-important foundations…

A network built for real-time, store-level intelligence

IoT and AI thrive on low latency and high availability, particularly when Point of Sale (PoS), inventory, and computer-vision workloads are increasingly interconnected. That means the underling WAN stops being a cost line and becomes a growth platform. Frictionless shopping experiences, incorporating queue-free checkout, real-time offers, and dynamic pricing, depend on fast, reliable data flows at the edge.

Software-defined networking, built on a private VPLS core, makes this practical at scale, offering centralised control, application-aware routing, seamless use of diverse access (i.e. ethernet, 4G/5G), and integrated security. Beyond the immediate operational advantages of avoiding hairpinning over the public internet and low, predictable latency, such networks offer the scalability and agility needed for pop-ups, seasonal peaks, and new store openings, where day-one uptime and policy consistency are required.

This should be complemented with enterprise IoT/M2M SIMs that deliver multi-carrier access and centralised control for store sensors, handhelds, lockers, smart signage, and similar devices.

Cloud and edge compute as a single, unified platform

 AI-assisted retail is a hybrid sport: heavy training and data engineering in the Cloud, instant inference and control at the edge. To this end, retailers pursuing "always-on", augmented stores are converging 5G, IoT, and AI with edge compute to deliver truly personalised experiences in the moment, not hours later. This next-gen local processing, with edge computing implemented in every store, delivers a seamless PoS for customers, while simultaneously optimising staff's efficiency and reducing backhaul costs.

In the longer term, centralised data platforms and AI services can crunch multi-store telemetry for demand forecasting, replenishment, and customer analytics, offering a rich stream of actionable insights that enable reduced energy usage, automated restocking tasks, and smoother labour scheduling - immediate, powerful operational wins.

These capabilities can be developed into a standardised model and then be deployed, managed, and scaled consistently across new sites as retailers expand their operations. It's no surprise that multiple European retailers are already doing exactly this to not only protect their immediate margin and availability, but also accelerate their future growth plans.

Embracing the 'secure by design' model

Retail IT estates increasingly span POS, e-commerce, click-and-collect, and IoT devices. However, more devices and more data mean an increased attack surface, particularly when it comes to customers' payment data. As a result, robust security must be embedded in the design of all systems, platform, and processes, not bolted on later. Forward-thinking retailers are already rolling out this 'secure by design' approach, building customer trust through multi-layered, PCI-DSS-ready security ecosystems that allow for continuous monitoring and intelligently automated policy enforcement.

Secure Access Service Edge (SASE) has a key role to play here, converging network and security in the Cloud and offering numerous pathways to establishing identity-centric access, micro-segmentation of IoT devices, and uniform policies across stores and partners. Even with thousands of distributed end points, all this can be accessed through a single pane of glass - a "single source of truth" for all networks, devices, and workloads. 

Taking the next step of your AI/IoT journey

AI and IoT in retail aren't separate projects; they must be treated as fundamental parts of a single, software-defined platform that reaches every shelf, sensor, and checkout. Build the network and edge right, wrap it with zero-trust security, and connect it to a governed data and AI backbone, then scale and optimise what works.

If you'd like this distilled into a tailored blueprint for your own estate (i.e. current stores, formats, and use-case priorities), we can map the stack, identify quick wins, and sequence the roadmap to outcomes, with everything overlaid by a single SLA, as a fully integrated service. Get in touch to discuss your own AI and IoT goals and let's make sure you're building on the right digital foundation! 

Tags:
retail connectivity ai Cyber Security SASE
  427 Hits
Company Data Security Cyber Security Business Continuity Ransomware Phishing Disaster Recovery Data Protection SIAM

Restoring critical data in three days following a cyberattack

Restoring-critical-data-in-three-days-following-a-cyberattack

The Challenge

In Q3 of 2024, the CEO of a UK-based bank received an email from a ransomware group, informing him that the bank's data had been encrypted and would be released on the dark web unless a ransom demand was paid. Although several insurers and consultants were engaged to resolve the situation, the slow response times made it clear that an alternative approach would be needed.

Finally, in order to minimise the resulting downtime and resume operations as soon as possible, without giving in to the criminals' ransom demand, the organisation engaged Exponential-e to restore and secure their critical servers. With even the shortest period of downtime resulting in serious financial and reputational damage, a team of incident response specialists immediately began the restoration process, aiming to have the bank's systems back online in days rather than weeks.

The Solution

The restoration process began with a thorough audit of the IT ecosystem to establish which servers had been impacted, after which the affected VMs were powered down. A new, fully isolated VDC was created to store these VMs once they were recovered, along with a completely new firewall zone.

With the affected servers restored into this new VDC zone, firewalls were established to allow for the most basic access, after which malware scans were conducted. These scans continued for two days, during which the customer was granted initial access to the servers via a temporary SSL VPN with Azure MFA, allowing them to resume operations in just three days.

At this point, Zerto replication was set up for the new VMs, while Exponential-e simultaneously engaged with the third party that was conducting a forensic investigation. 

Connectivity was soon re-established for the customer's other offices, at which point users were brought back online. Firewall logs were provided for the forensic team, along with initial access to VM images via vCloud Director.

Finally, a test rebuild of the affected VMs was conducted and finalised within two days, and additional firewall policies established.

Exponential-e has repeated variations of this process for multiple other organisations affected by ransomware attacks, allowing them to resume operations as quickly as possible and ensure their critical infrastructure is secured against future attacks. 

The Result

Ongoing communication between all parties involved ,including a dedicated team of incident response specialists at Exponential-e with a defined action plan ensured a seamless restoration process. Day-to-day operations resumed in just seven days, without paying the criminals' ransom demand.

Don't wait for a crisis to expose the cracks, fortify your defences today. Discover how expert response turned seven days of chaos into operational recovery.

Tags:
ransomware recovery UK Zerto replication recovery cyber resilience case study cyber attack data recovery hybrid cloud recovery
  527 Hits
Company Public Sector Digital Transformation Healthcare Cyber Security

Is the NHS 10 Year Plan fit for the future when it comes to cyber security?

nhs-digital-transformation-cybersecurity-critical-infrastructure

The recently released NHS 10 Year Health Plan is part of the Government's mission to build a health service fit for the future. Setting out how the government will reinvent the NHS through three radical shifts: hospital to community, analogue to digital and sickness to prevention.

Tags:
cybersecurity healthcare data protection public sector ransomware attacks
  749 Hits
Company Connectivity Data Retail Internet of Things Hybrid Cloud Customer Service Infrastructure Cyber Security Big Data Network

'Frictionless' shopping and the rebirth of the high street

Frictionless-shopping

We've been hearing about the impending demise of the high street for years now, ever since online shopping and click-and-collect established themselves as part of our day-to-day lives. And yet, while brick-and-mortar retail has certainly been through a great many challenges and upheavals, it doesn't show any sign of going away quite yet. Rather than simply expecting customers to be content with previous generations' shopping experiences, the sector has demonstrated considerable ingenuity by taking full advantage of emerging technologies to deliver the kind of personalisation that would previously have been the sole preserve of online platforms.

Tags:
Frictionless shopping Amazon Fresh technology Smart retail technology IT OT convergence retail AI in retail
  977 Hits
Company Connectivity Internet of Things Customer Service Infrastructure Cyber Security Big Data Network Hospitality

Smart spaces and the new guest experience - rethinking the network’s role in hospitality

Hospitality-Smart-Spaces_BlogHeader

Across the Hospitality & Leisure sector, from pubs to five-star hotels - guests' expectations have evolved in ways that would have been impossible to imagine just a decade ago.

Tags:
Hospitality network solutions Smart hotel technology Hospitality IT infrastructure Guest WiFi solutions Smart hotel automation
  789 Hits
Company Healthcare Cyber Security SASE

Tackling cyber security blind spots in healthcare

Tackling-cyber-security-blind-spots-in-healthcare

For many Chief Information Security Officers (CISOs), the first challenge isn't stopping a breach, it's knowing where the breach could even happen. Healthcare IT estates are some of the most complex and fragmented in the public sector.

Tags:
cybersecurity healthcare data protection public sector ransomware attacks
  907 Hits
Company Unified Communications Government Case Studies Contact Centre

A new breed of contact centre transforms the delivery of critical services across the UK

A-new-breed-of-contact-centre-transforms-the-delivery-of-critical-services-across-the-UK_BlogHeader

The  Customer

The customer is a central governing body that utilises the growing volumes of data generated across multiple channels to optimise the delivery of critical services across the UK, while ensuring the highest standards of security and compliance are maintained at all times.

The Challenge

In 2019, with their existing contact centre solution reaching the end of its life, the customer made the decision to seek out a new platform that would better suit their ongoing drive for the more efficient, effective delivery of critical services, particularly the growing demand for secure, scalable omnichannel communication. Beyond simply routing phone calls, the desired solution would deliver deeper insights into every stage of the customer journey, from the first point of contact to the eventual resolution - and utilise these metrics to consistently maintain a responsive and flexible service delivery that would support the best possible outcomes. 

Key considerations included:

  • A resilient, scalable multichannel environment - encompassing voice, email, SMS, webchat, and all major social media platforms, that would maximise opportunities for engagement with citizens.
  • The ability to configure all elements of the interface to staff's requirements, making it as efficient and user-friendly as possible, with clearly defined supervisory levels.
  • Robust cyber security and governance inherent in the design, ensuring data protection policies would be consistently applied and all compliance obligations met, while optimising the accessibility, quality, and utility of all data.
  • Granular and broad visibility across the entire solution, allowing administrators to tailor the solution within predetermined parameters, allowing tools and processes to be continually refined in response to feedback.
  • Bespoke dashboards and reporting, allowing analysts to effortlessly access key metrics and monitor every step of the citizen journey in real-time.
  • Seamless integration with existing platforms, with scope to integrate further tools in the future.

Based on these criteria, an in-depth evaluation was conducted of eleven separate contact centre solutions, measuring their capabilities against a detailed list of requirements and the customer's long-term tech and data strategy. At the end of the assessment process, Exponential-e's deep experience across the public sector, consultative approach, and openness to developing bespoke solutions made them a clear standout, with their Contact Centre as-a-Service solution fulfilling all technical requirements. As a result, they were selected as the customer's technology partner for the new contact centre's design and implementation.

Key factors in this decision included the Cloud-based model, which aligned with the customer's ongoing Cloud transformation journey, the inherent flexibility the platform offered in terms of hybrid working, the ability to integrate existing apps, and its highly intuitive user interface.

Solution 

In the run up to 'go live', the Exponential-e's project team worked closely with the customer's own teams to ensure agents were ready to adopt the new technology. Following extensive training, agents were able to make full use of the new platform on the same morning the legacy telephony system was switched off, without any disruption to live services. The already strong relationship between teams at both companies, established during previous complex deployments, proved invaluable here, with close communication and collaboration at every stage laying the foundation for the project's eventual success.

As all interactions were now taking place through a single, fully integrated platform, the consistent application of skills-based routing ensured citizens were put in touch with the appropriate agent as quickly as possible, with time on hold kept to the absolute minimum. In addition to optimising the path to successful resolutions, this also meant that analysts could access all data about each citizen's journey through a centralised knowledge base, regardless of the number of channels involved. A combination of real-time analytics and automated satisfaction surveys was utilised to measure the quality of each interaction.

To ensure this data could be used to its fullest potential, the customer was able to create bespoke dashboards for a range of metrics, including the channels and menus enquiries were received through, wait times, the agent who handled each, whether the call needed to be transferred, and the final time to resolution - all updated every fifteen seconds. This way, both analysts and supervisors could access a wealth of information on both agent performance and citizens' overall experiences, without needing to consolidate information from multiple channels and records, as had previously been the case.

With this critical information automatically collated in an actionable form and the ability to automatically apply service changes through the dashboards, the new contact centre enabled true data-driven decision making at all levels, so tools and processes could be constantly refined and, ultimately, the highest levels of service quality and availability maintained.

As an early adopter of hybrid working, the new contact centre only strengthened the customer's capabilities in this regard, granting supervisors maximum flexibility in terms of how agents were deployed, without compromising data security, call quality, or their ability to collaborate with their colleagues whenever necessary.

The new contact centre is constantly evolving, as the high volumes of data gathered during each interaction reveals new opportunities for service enhancements. Administrators can continue refining their tools and processes via their dashboards, with support available from their Exponential-e account team and a 24 / 7, UK-based support desk, whenever it is required.

All of this demonstrates how the ever-growing volumes of data generated across multiple channels can be used to improve wellbeing across the UK, and the potentially transformative power of technology when utilised in service of the public good. 

Solution benefits

  • A flexible, omnichannel solution for all citizen communications, optimising the delivery of critical services across the UK.
  • A holistic view of every citizen journey through intelligent, real-time analytics.
  • Automated tracking of agent performance, helping drive a culture of constant improvement.
  • Fully tailored for hybrid working, ensuring consistent security and service quality wherever agents are connecting from.
  • Full compliance with all applicable regulations around the handling of citizens' data, while ensuring it remains readily accessible to authorised individuals.


Unified Communications & Contact Centre

This brochure offers an in-depth exploration of Exponential-e's entire UC and CC ecosystems, all of which we deliver in bespoke combinations to optimise your internal and external communication strategies.
Read Now
Unified Communications & Contact Centre - An evolving portfolio of fully integrated solutions to optimise service quality, enhance efficiency, seamless experience, drive improved customer engagement and satisfaction
Tags:
AI-powered contact centre Contact Centre as-a-Service (CCaaS) Public sector communication platform Citizen experience transformation Secure omnichannel contact centre
  1529 Hits
Cloud Company Finance Compliance Hybrid Cloud Cyber Security Managed IT Building Societies

Reflecting on the 2025 BSA Conference - Modernising the Mutual

reflecting-on-the-2025-bsa-conference-modernising-the-mutual_blogheader

Having returned from the BSA Conference 2025, it was clear that building societies are navigating a critical juncture - balancing their relationship-led service models while addressing the urgent need to modernise outdated systems and improve operational efficiency. Given the current geopolitical climate, and the increasing pace of innovation, developing a strategy that not only solves immediate challenges, but offers sufficient scope to tackle future issues, can often seem like a moving target.

Tags:
building societies Insurance digital transformation Cloud for insurance Cybersecurity in insurance Insurance IT solutions
  976 Hits
Press Releases 2025

Exponential-e awarded new Managed Services Provider contract by Havant Borough Council

press-release

The partnership with Exponential-e will modernise the Council's IT infrastructure as part of its long-term digital strategy Exponential-e, a UK provider of cloud, connectivity, communications, and cyber security solutions, will soon be supporting Havant Borough Council's IT infrastructure and future digital ambitions.

The Council has sought its own infrastructure following the end of its previous contract and awarded Exponential-e a new three-year contract to deliver its infrastructure, network and security services.


As part of the agreement, Exponential-e will migrate the Council's IT systems to a Microsoft Azure Cloud infrastructure and provide a fully integrated solution that encompasses the network and all end user services. These improvements will be key to the Council's longer-term vision of evolving its IT estate to create a secure, reliable, adaptable environment that enables ongoing innovation and supports the effective delivery of public services.

Data sovereignty was also a key consideration for the Council, with a firm requirement that data be hosted in the UK. All data will be migrated from the Council's current estate to the new domain featuring a Dedicated Infrastructure as a Service (IaaS), Dedicated Firewall Service, Managed LAN and Wi-Fi Services, all wholly owned by the Council.

Exponential-e will also provide ongoing management and support of the estate, including the Council's 680+ PC and end-user devices, which will soon be upgraded from Windows 10 to Windows 11. This will be supported by a fully managed service desk and professional services function.

Afshin Attari, Director of Public Sector and Unified Platforms at Exponential-e, said:

We are excited to partner with Havant Borough Council to deliver a modern and future-ready IT environment that supports future innovation. As an expert with technical ability and proven public sector expertise, our goal is to ensure the Council benefits from enhanced security and improved speed of service delivery to serve residents effectively.

Afshin Attari
The contract was sealed in February 2025, the implementation started in May 2025 and the go live date is scheduled for July 2025. Which will see an overlap before the incumbent contract comes to an end.
Tags:
cloud services UK public sector IT Havant Borough Council IT Managed services provider UK Secure cloud
  1116 Hits
Press Releases 2025

Networked Fire Services Partnership (NFSP) selects Exponential-e as its trusted connectivity partner

press-release

The Networked Fire Services Partnership (NFSP) has partnered with Exponential-e to transform the underlying connectivity that links their four control rooms across Devon and Somerset, Dorset & Wiltshire, Hampshire & IOW, and Kent.  

The NFSP's existing network will be retained to support day-to-day operations, while a new, fully dedicated network will be deployed by Exponential-e to support the Control and Dispatch (CAD) platform that their teams utilise to manage the deployment of emergency services, ensuring the newest iteration of the platform can be tested and deployed with zero disruption to the availability of critical services.

The new network will deliver highly secure, highly resilient connections between the NFSP's control rooms, back-up control rooms, and the NEC data centres in which the new CAD platform will be hosted, ensuring critical communications can be maintained in as close to real-time as possible, ultimately maximising the number of lives saved.

This deployment will also put the NFSP in a strong position for the impending launch of the Emergency Services Network (ESN), which Exponential-e is also supporting. 

Projects like this are always complex, but the early consultation and testing phases with Exponential-e have already been extremely encouraging, and we are looking forward to exploring the full potential of the new connections as we prepare for the ESN's arrival.

Neil McKeever - NFSP Technical Lead. 

World-class networks have always been the foundation of Exponential-e's solutions, and when it comes to the delivery of critical services across the UK, their importance cannot be overemphasised. This project will help ensure fire and emergency services are always readily available, whenever and wherever they are needed.

Simon Acott - Business and Partner Development Director at Exponential-e. 
Tags:
Networked Fire Services Partnership NFSP connectivity emergency services network CAD platform control room connectivity
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