Cobus Loots, CEO of Pan African Resources, on delivering sector-leading returns for shareholders. Watch the video here.
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On the Morgan Stanley webcast on 4th March 2024, starting at eight minutes the Zoom CFO discusses how they need a PCI solution to go after Enterprise customers and how that's in the works.
https://investors.zoom.us/news-events/events
The original link is wrong, this is the correct one:
https://www.cxtoday.com/contact-centre/zoom-contact-center-licenses-triple-as-its-ccaas-business-surges/
CX Today - 27th February 2024
Zoom Contact Center Licenses Triple as Its CCaaS Business Surges
https://www.cxtoday.com/contact-centre/zoom-reaches-700-ccaas-customers-virtual-agent-growth-soars/
CX Today - 21st November, 2023
Zoom Reaches 700 CCaaS Customers, Virtual Agent Growth Soars
...Zoom has high brand loyalty. Much of this is because of its easy-to-use software prerogative. Yet, that appears to somewhat clash with the complexity and diverse requirements of large-scale contact center operations.
As such, some may question: can Zoom handle the complexity of an enterprise contact center?
Recognizing these doubts, Zoom aims to establish its credibility in the midmarket first, earn that referenceability, and then dive deeper into the enterprise space.
That said, Zoom has already successfully implemented its CCaaS solution across environments with 1,000+ agent seats. Now, as it gains further traction, expect the pace of larger-scale implementation success stories to accelerate.
“We wanted to be a little bit proactive, you know, focus on medium-sized companies, from hundreds to thousands of agents,” said Yuan. “That’s our sweet spot.
"But, we are not going to stop here. As I mentioned earlier, large companies already look at our Contact Center solutions seriously. We have confidence we are going to win."
To “win”, Zoom has a much broader UCaaS install base it may wish to pull on.
However, it hasn’t yet doubled down on such cross-selling. Indeed, Matt VanVliet, Director of Equity Research at BTIG, estimated – during the earnings call – that: “In terms of overall customer mix, [Zoom is] below one percent penetration on the contact center.”
Moreover, earlier this year, Zoom revealed that 40 percent of its CCaaS revenues come from net new customers – highlighting how land-and-expand is more of a long-term play.
If Zoom can execute this strategy, it may unlock significant revenue gains, as some of its early CCaaS success stories exemplify.
CCaaS Success Stories
Yuan and Steckelberg shared examples of how it has cross-sold the Zoom Contact Center to big-name brands, highlighting how a land-and-expand strategy may offer a massive engine for future growth.
For instance, Yuan shared its work with Dropbox, a longstanding client that already leveraged Zoom Meetings, Rooms, Phone, and Events. He noted:
"In Q3, they selected Zoom Virtual Agent and Zoom Contact Center to provide world-class AI-enabled support to their global user base."
Next, he discussed Amynta Group, a premier insurance services company that initially adopted Zoom Phone and Zoom Contact Center on a limited scale in Q1.
“Seeing how our modern solution offered superior agility, customization for CX flows, and administrative functionality, in Q3, they decided to standardize their customer-facing sales support on the Zoom stack,” added Yuan.
That process included adding Zoom Workforce Management, and – altogether – the business increased its monthly spending with Zoom by five times...
https://www.cxtoday.com/contact-centre/zoom-reaches-700-ccaas-customers-virtual-agent-growth-soars/
"...with only 20% of our markets shifted to the cloud, we are witnessing an enterprise cloud inflection point, where the lion’s share of exciting large-scale cloud transitions is about to take place."
Barak Eilam, CEO of NICE
https://www.nice.com/company/investors/letter-from-the-ceo
CX Today - 20 th March 2024
Juniper Research suggested CCaaS vendors will generate over $10BN in subscription revenue in 2025 – up 21 percent from its estimation for 2024.
The analyst then predicts that growth will plateau in the three years following, and subscription revenues will rise steadily to $18BN by 2028.
While that growth may seem healthy, Juniper notes that the plateau will stem from an “anticipated reduction in service innovation and over-saturation of service providers”.
Such over-saturation comes as many tech juggernauts have entered the CCaaS space over the past two years – including Google, Microsoft, Sprinklr, and Zoom.
Therefore, while many more big contracts are up for grabs, the competition will grow more fierce.
https://www.cxtoday.com/contact-centre/ccaas-innovation-is-slowing-despite-the-genai-boom-claims-juniper-research/#:~:text=CCaaS%20Subscription%20Revenues%20Will%20Jump,from%20its%20estimation%20for%202024.
Zoom speed: 10 new customer experience updates to help you stay one step ahead
05 Peace of Mind with Secure Customer Payments
We know security is paramount, especially if customer payments are part of your contact center operations. The new PCI Pal integration, coming in April to Zoom Contact Center and Zoom Phone, will help facilitate secure real-time payment data capture through voice or messaging channels. Our integration will provide the tools you need to help ensure compliance with Level 1 PCI DSS standards, automatically pausing contact center recordings during credit card captures. The result of this innovative feature will not only mean enhanced security but also more streamlined payment processes, giving precious time back to customers.
Https://www.zoom.com/en/blog/zoom-speed-10-new-cx-updates-to-help-you-stay-one-step-ahead/
Mitch Lieberman on LinkedIn - 27th March, 2024
A few thoughts on what I am seeing at EnterpriseConnect and it is also about the things not said - focus on the shiny object, not the details. I cannot speak to specific vendors, for that I apologize.
UCaaS and CCaaS are merging, this is not if, but rather when. The merger means that the traditional CCaaS landscape is being invaded by the UCaaS players and in the end, it all depends on who is the buyer. The mid-market is the battleground.
Yes, AI is all the rage and there have been valiant attempts to directly connect AI to better CX they are not hitting the mark. The play is indirect, meaningful, but indirect. There are a lot of efficiency stories (post-call work summary - poster child). AI, specifically GenAI is a human-in-loop or agent-assist capability - not ready for prime time to put in front of customers.
Final point for today (tomorrow is LLM day), the story not told is since the ContactCenter lost the desktop wars to CRM 20 years ago, CCaaS is making a comeback - all of the data needed is in the conversations; sales, service, support - it is all here; sentiment, talk-time, interrupt time, words-per-minute, summary, trigger words, patience, silence, hold, frustration.
It is no longer about the desktop, it is about Data and the Conversations - It is like CCaaS is looking at the CRM system and saying "hold my beer"!
zoom reveals new contact center agent & supervisor innovations at enterprise connect
the ccaas disruptor has also launched new channels, secure customer payments, and a new genai quality management feature
published: march 25, 2024
zoom has seized the spotlight at enterprise connect 2024 and launched several new features for its ccaas platform: the zoom contact center.
perhaps most notably, zoom has bolstered the platform’s native virtual assistant – the ai companion – to support contact center supervisors in addition to agents.
as a result, supervisors can quickly interact with their companions to gather insights into agent performance, customer sentiment, and contact resolutions.
all the data will also funnel into a helpful dashboard for real-time monitoring, from which supervisors may make various performance-boosting actions.
what else has zoom launched at enterprise connect?
in addition to agent- and supervisor-centric innovation, zoom has embedded email and whatsapp into its ccaas platform, allowing customers to bolster their digital channel mix.
the absence of those channels had proven a blaring gap within the platform, yet the move highlights how zoom is quickly placing those bricks in the wall and building an all-in-one saas solution.
as does its new pci pal integration that enables the secure capture of payment data in the contact center and zoom phone.
https://www.cxtoday.com/contact-centre/zoom-reveals-new-contact-center-agent-supervisor-innovations-at-enterprise-connect/
-------------------------
enterprise connect, orlando, fl
25th - 28th march 2024
pci pal will be exhibiting at enterprise connect
for over 30 years, enterprise connect has been the leading conference and exhibition for enterprise communications and cx in north america. this year enterprise connect is being held at the ***lord palms in orlando florida on march 25-28, 2024.
pci pal are pleased to be exhibiting at this event with our team on hand to explore your specific requirements around delivering secure and frictionless payment experiences to your customers.
please stop by and meet the team and let us walk you through how we are able to improve customer and agent experience, increase revenue and profitability and instil trust and ensure pci dss compliance.
you can find us on booth 831
https://www.pcipal.com/knowledge-center/resource/enterprise-connect-orlando-fl-march-2024/
Who took what in the placing.
Shares In Issue
As at 18 March 2024, the number of shares in issue was 71,949,818. The total voting rights of the company is 71,782,589 ordinary shares as the company holds 167,229 shares in treasury.
Major Shareholders
As at 18 March 2024, major shareholders that hold more than 3% of the share capital of PCI-PAL Plc, are detailed below:
Canaccord Genuity Group...................11,292,271.....15.73%
Gresham House Asset Management...7,928,755.......11.05%
Octopus Investments...........................5,649,696.......7.87%
Herald Investment Management Ltd...3,853,255.......5.37%
P Wildey.................................................2,650,000.......3.69%
Unicorn AIM VCT PLC.............................2,219,757.......3.09%
W Catchpole...........................................2,203,159.......3.07%
Spreadex.................................................2,159,537......3.01%
https://ir.pcipal.com/share-information/significant-shareholders
----------------------------------------------------
Ordinary Shares of 1 pence each 8th November 2023
Canaccord Genuity Group.................... 10,471,515
Gresham House Asset Management.....7,151,515
Octopus Investments Nominees.......... 5,074,905
Herald Investment Management......... 3,517,758
P Wildey................................................. 2,650,000
W Catchpole.......................................... 2,203,159
Unicorn AIM VCT LLP............................ 2,000,000
Spreadex.............................................. 1,999,537
https://ir.pcipal.com/docs/librariesprovider64/archives/reports/2023ar.pdf?v=2
--------------------------
It will be interesting to see if anything is filed next week.
Semafone Limited, et al v. PCI Pal (U.S.) Inc.
Amended Invalidity Contentions Served March 26, 2024
DEADLINES
Amended Infringement Contentions Served February 6, 2024
Amended Invalidity Contentions Served March 26, 2024
Advice of Counsel Defense Served April 17, 2024
Fact Discovery Closes June 17, 2024
Opening Expert Reports Served July 31, 2024
Rebuttal Expert Reports Served August 30, 2024
Close of Expert Discovery September 16, 2024
Mediation Deadline September 30, 2024
Dispositive and Daubert Motions Deadline November 4, 2024
Ready Date for Trial February 19, 2025
Other link:
[LINK REMOVED]
[LINK REMOVED]
Go to Investors 'Events & Presentations'
Five9
-Investor Presentation: 21/2/24.
-Morgan Stanley TMT Conference: 7/3/24
[LINK REMOVED]
Bullish presentations. 20% of on-premise have transitioned to the cloud and momentum is picking up.
James Barham talking 20% to 30% + annual growth rate. Listening to Five9 reinforces his view.
#MultiBagger
Bright new shinny Website.
https://www.pcipal.com/
---------------------------
If you go to the "Our comprehensive partner eco-system" page (link below) then go to the "Payment gateway providers"
You will see Elavon
"Santander’s payment gateway – which is provided by Elavon – accepts all major card types, offers 24/7 access to your transaction records, and comes with fraud screening tools included as standard. In this package, you’ll also receive a virtual terminal, which enables you to accept payments over the phone."
"Fortunately, Elavon – the processor which handles Santander’s card payment services – is fully PCI compliant. This means you can rest easy knowing that your card transactions won’t run the risk of breaching customer data security standards, and helps you stay on the right side of those particular laws!"
https://www.expertmarket.com/uk/merchant-accounts/santander-card-payment-services
-----------------------
Our comprehensive partner eco-system
A secure payment solution that seamlessly integrates into your contact center environment and systems.
Payment gateway providers
A key part of our solution is to be able to securely pass payment information to a gateway to complete the transaction during the customer interaction. We do this by integrating to the widest range of payment gateways and continually work with these payment providers to enable our clients to leverage new payment options.
https://www.pcipal.com/why-pci-pal/partner-eco-system/
From the 26 January Sycurio Press Release.
UK: Court of Appeal grants Sycurio permission to appeal
"Sycurio’s CFO, Paul Greensmith, said “the Court of Appeal decision to extend the stay of the payment of the interim costs award to PCI Pal pending further consideration indicates that the Court understands our concerns about PCI-Pal’s financial position."
-----------------
Todays fund raise should sort out Sycurio's "concerns"
---------------------------
PCIP and ECK both releasing positive news on the same day at the same time (again) Sending a message?
(seems LSE does not like the less than sign...)
* Dilution is less than 10%. I'm hoping and expecting that we'll see an acceleration in growth as a result.
* dilution is
Have to say, I'm both surprised at the placing and that the stock is up. I guess it removes the balance sheet risk from the trial and the dilution is
Placing at 56p now you don’t see that often - happy days
Annual Patent Case Law Review, took place in February 2024
Page 34...Sycurio v PCI-PAL (25 September 2023)
The reviewer has reiterated Justice Arnold's (now Lord Justice Arnold) 2011 judgment in MedImmune v Novartis
"what is required is that an expert witness should express an independent and
impartial opinion which is unaffected by the identity of the party instructing him".
----
Lord Justice Arnold, (not confirmed) is likely to be one of the three Judges at the Court Of Appeal hearing on the 21st May
---
Our 26th Annual Patent Case Law Review, took place in February 2024.
There was lots to talk about at this year's event, which was chaired by Huw Evans, including some blockbusting decisions from the UK courts and of course, the first six months of the UPC.
-----
Sycurio v PCI-PAL (25 September 2023) concerned Sycurio's patent to a method of processing a
phone call. Sycurio asserted that it was infringed by PCI-PAL's cloud-based secure card payment
system known as Agent Assist. Bacon J (a competition law specialist) made the following preliminary
points, which should not be news to any IP lawyer ([9]-[14]):
"There is no dispute that an expert witness in a patent case is subject to the rules of CPR Pt
35. These include under r. 35.3(1) the duty of experts “to help the court on matters within their
expertise”, and under r. 35.10(1) the requirement for an expert’s report to comply with Practice
Direction 35.
------
It is perhaps worth reiterating that a key authority on expert evidence from the Patents Court remains
the 2011 judgment in MedImmune v Novartis65
. Arnold J made clear that a principle condensed into
CPR Part 35 is that "what is required is that an expert witness should express an independent and
impartial opinion which is unaffected by the identity of the party instructing him". The lawyers who
instruct expert witnesses have important responsibilities too. It is their responsibility to ensure that the
expert is properly instructed and put in a position to express an independent and impartial opinion. This
may involve more than simply telling the expert that that is his or her duty and providing them with
copies of the Practice Direction and the Protocol on the instruction of experts. For example, experts
must guard against the "natural tendency" to focus on parts of the prior art document which support the
opinion they hold. Experts should also reveal past involvement with the invention in issue or a similar
invention and, where appropriate, explain it.
---------
Begins on page 32
https://gowlingwlg.com/getmedia/cd12565c-09fb-4e2d-acab-7860fa8567ff/240228-26th-annual-patent-case-law-review.pdf.xml
Zoom live webinar
PCI Pal
2,718 followers
1h
In today's contact centre landscape, compliance is paramount.
Our CISO, Geoff Forsyth will be joined by industry leaders - Susannah Hammond and Dan Nadir of Theta Lake and Iqbal Javaid from Zoom to discuss strategies for maintaining a compliant a robust contact centre environment.
Join us next Thursday, 14 March at10 am GMT
https://www.linkedin.com/posts/pci-pal_in-todays-contact-centre-landscape-compliance-activity-7171512910005936128-cwN_
Zoom expands commitment to Saudi Arabia launching new services
March 7, 2024
ARTIFICIAL INTELLIGENCESAUDI ARABIATECHNOLOGY
Zoom Video Communications has expanded its commitment to Saudi Arabia with the announcement that Zoom AI Companion will be available for customers in the kingdom by the end of July 2024,
Also, Zoom Phone will be available by October 2024, and Zoom Contact Centre will be available by the end of 2024. In addition, Zoom will add two more cloud regions in the country in 2024, the first of which will be available later this month.
Zoom Phone
As a global cloud private branch exchange application service, Zoom Phone will support businesses in Saudi Arabia with consolidation efforts, as these organisations can now have a single communication platform for their distributed workforce.
With Zoom’s “bring your own carrier” (BYOC) feature, enterprise customers have the flexibility to keep their current public switched telephone network (PSTN) service providers by redirecting existing voice circuits to the Zoom Phone cloud. Zoom Phone BYOC will be generally available to all customers in the kingdom by the end of October 2024.
Zoom Contact Centre
Built on the reliable, scalable, and secure Zoom platform, Zoom Contact Centre combines unified communications and contact center capabilities into one simple experience.
Bringing all communications onto one platform helps improve operational efficiency by streamlining communications across the organisation, making it easy for contact centre agents to reach back-office experts while assisting a customer. It can help improve responsiveness and reduce complexity by eliminating departmental silos and easily connecting front-office and back-office functions through one familiar, single-user interface. The result is a consolidated contact center solution that helps simplify administration, streamline costs, and improve the overall customer experience.
Zoom Contact Centre BYOC will be available to customers in the kingdom by the end of 2024.
https://www.zawya.com/en/business/technology-and-telecom/zoom-expands-commitment-to-saudi-arabia-launching-new-services-q9ww81gx
---------------------------
PCI PAL TEAMS UP WITH ZOOM
Charlotte, N.C., November 13, 2023 – PCI Pal (LON: PCIP), the global SaaS provider of secure payment solutions for business communications, today announced it has joined forces with Zoom Video Communications, Inc. to deliver an improved customer experience through the integration of PCI Pal Agent Assist and Digital Payments solutions into Zoom Contact Center and Zoom Phone.
https://www.pcipal.com/knowledge-centre/resource/pci-pal-teams-up-with-zoom-to-create-secure-payment-experiences/
--------
PCI DSS Certification in Saudi Arabia is a set of security standards designed to ensure that all organizations that accept, process, store or transmit credit card information maintain a secure environmental.
https://www.certvalue.com/pci-dss-certificat
Looks like I timed my buy right - let's hope it keeps slowly moving North and then we get a little spring in our step when the appeal is quashed :)
"A number of competitor displacements in both the UK and US"
Is Santander one of them?
Now missing off the Sycurio Customer page
"A number of competitor displacements in both the UK and US; including a Fortune 500 industrial supply business; as well as an existing customer of the Group in the US who in the UK had a historic relationship with a competitor and has chosen to standardise with PCI Pal globally."
-----------------
------------------
Semafone.. March 20 2019
Our Customers
Santander
https://web.archive.org/web/20190320015439/https://semafone.com/company/customers-us/
--------------
Sycurio... May 20 2023
Customers.
Santander
https://web.archive.org/web/20230520111256/https://sycurio.com/about/customers
------------------------
Sycurio ..27 February 2024
Customers
No Santander
https://sycurio.com/customers
Agree entirely, welcome.
Pci pal revenues increasing I personally am convinced the appeal will fail as was the case for the original lawsuit. Costs will be recovered and I think the shares will return north towards previous valuation- just seems a really good entry point.