EDITORIAL
03 3
THE LIGHTS IN THE TUNNEL The year has been disastrous for the world economies but nevertheless, Businesses have been striving to find new ways to getting around the challenges. We hope sooner than later, to have effective vaccines available that will deliver us sufficient immunity against the dreaded virus.
PUBLISHED BY Business Media International REGISTERED OFFICE: Office 10, Sharjah Media City www.bmi-digital.com EDITOR IN CHIEF Raman Narayan narayan@bmimea.com Mob: 971-55-7802403 SALES DIRECTOR Ankit Shukla ankit@bmimea.com Tel: 971-4-2618885, Mob: 971-55-2572807
Life has been moving ahead even as the world lost many lives abruptly to the virus. It is believed that the world economies must yet brace for tougher times ahead as unemployment rates soar in various parts of the world as Businesses run out of luck and possibilities. In the midst of all the mayhem, Technology has continued to be the beacon of hope. From online education to online webinars and meetings to e-commerce, it has offered mankind, the option to stay connected and progress. Staying behind the mask, we are trying to bring back life to a semblance of how it was before the pandemic. We are now seeing more offices working at least partially out of their physical locations. Some verticals continue to be strongly impacted such as travel, hospitality and entertainment. Others continue to stage a recovery, albeit slowly. We have seen Fintech start-ups coming of age during these challenging times as has e-commerce. The edutech sector has also seemingly got a boost. Social media marketing is now being seen a potent way to increase visibility and reach out to target audiences. Laptop sales have gone up and smartphone sales has kept up. In a great way, more of humanity has embraced online and are connected as never before. There are challenges but WiFi is getting faster with WiFi 6 coming and is penetrating more remote corners, slicing through the digital divide. These are some of the lights that are showing us the way ahead towards a more promising future.
DESIGN Sunil Kumar design@bmimea.com
R. Narayan Editor in Chief, Smart SMB
Management Chairman S.N. Tiwari
CEO Saumyadeep Halder
Publisher Raman Narayan
Managing Director Ankit Shukla
sn.tiwari@bmimea.com
narayan@bmimea.com
saumyadeep@bmimea.com
ankit@bmimea.com
Disclaimer: While every effort has been made to validate the accuracy of all information included in the magazine, the publishers wouldn’t be liable for any errors therein Copyright@2019 Business Media International LLC. All rights reserved.
Sept-Oct 2020 / SMARTSMB
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CONTENTS
CONTENTS Cover Feature
TALKPOINT ENABLING CUSTOMER ENGAGEMENT- PG 20 A TECHNOLOGY LEAP FOR LOGISTICS - PG 22 ELEVATING BRAND ENGAGEMENT - PG 24
RAISING THE BAR – PG 16 D-Link continues to raise the bar through a sustained pace of introducing new generations of networking products featuring breakthrough innovations
IN FOCUS BIOS MIDDLE EAST HELPS DELMA EXCHANGE WITH CLOUD MIGRATION AND BUSINESS CONTINUITY – PG 11 SWISSLOG COMPLETES FULLY AUTOMATED STORAGE AND RETRIEVAL SOLUTION FOR MAI DUBAI - PG 12
COLUMN IOT - PG 26 WHY FOCUS ON IOT SECURITY CYBERSECURITY - PG 28 PHISHING IN A PANDEMIC BANKING - PG 30 SINK OR SWIM? DIGITAL TRASFORMATION - PG 34 FROM RISK REDUCTION TO UNLEASHING NEW POSSIBILITIES
STUDY FINDS SMALL BUSINESSES AND CONSUMERS IN UAE ADOPTED NEW BEHAVIORS AMID COVID-19 - PG 13
News feature NATIONAL BANK OF FUJAIRAH LAUNCHES SME COMMUNITY PLATFORM - PG 14 SMARTSMB / Sept-Oct 2020
CUSTOMER EXPERIENCE - PG 30 IS WHATSAPP FOR BUSINESS A STEP TOWARDS BETTER CUSTOMER EXPERIENCE?
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06 6
NEWS
ZOHO OFFERS BACKTOWORK SYSTEM FREE FOR ALL ORGANIZATIONS The app enables companies to return to the office safely and securely to maintain end-to-end workplace safety." Scalable to companies and organisations of all sizes, BackToWork supports Chief Operations Officers, Chief Human Resources Officers, Facility Heads and their teams in making critical decisions around returning to the workplace without compromising on the safety and compliance aspects.
Zoho Corporation has announced BackToWork, a fully comprehensive modular solution enabling businesses and organisations to safely transition back into the workplace. Free for the remainder of 2020, BackToWork, powered by Zoho Creator, is the latest programme to be introduced as part of the company's ongoing relief efforts, which support businesses impacted by the Covid-19 crisis. The app supports Arabic language, and right to left orientation. "We've seen tremendous successes in our existing initiatives aimed at helping organisations through Covid-19 and its associated lockdowns," said Hyther Nizam, President MEA, Zoho Corp. "Now that businesses are re-opening, we want to help them, this time through BackToWork, an application enabling companies SMARTSMB / Sept-Oct 2020
The robust application consists of six modules designed to address every concern involved in the process of re-entering the workplace, all within one secure, easy-to-navigate solution that features safe entry, in which businesses can define multiple buildings and locations in the app, and control access based on an employee's wellness and travel history. This is achieved via a contactless end-toend check-in system using QR codes. The solution also provides employee wellness assessment tool so that employees can securely and privately submit a wellness questionnaire reporting travel history, recent medical history, and other pertinent possible exposure history. Businesses also can define and manage assets and building maintenance requests for employees; repair or replacement requests to be handled in the app. The BackToWork admin control panel gives a 360-degree view of workplace data in pre-configured dashboards. Businesses can add and manage employees, and configure roles for tasks such as approvals, emergency contacts, and so on.
Dubai Economy launches new e-services package for traders and customers Customers can access the new services from anywhere through the consumer rights website The Commercial Compliance & Consumer Protection (CCCP) Sector in Dubai Economy has launched a new e-services package for traders and customers as part of the efforts to continuously enhance service quality, convenience as well as accessibility, and promote a safe economic environment that enables sustainable growth.

The new service will enable traders to submit
NEWS
an objection request to violations issued on commercial licences, enquire about fines and settle them, and obtain the list of inspection reports relating to their business, all online. Customers can access the new services from anywhere through the consumer rights website (https:// consumerrights.ae) without having to visit visit service centres. CCCP developed the services in line with the directives of the Government of Dubai to continuously develop and enhance e-services and smart platforms in the emirate, thus supporting the Dubai Paperless Strategy, which aims to build a paper-free future by 2021. Abdullah Al Kaabi, Director of Development and Follow-up in CCCP, emphasised the role of the Sector, and Dubai Economy in general, in supporting traders and consumers, and its keenness to provide the best services, thereby reflecting the objectives and aspirations of Dubai’s government. CCCP recently announced expanding its consumer rights services to free zones in the emirate of Dubai, enabling a wider segment of consumers to raise their queries and complaints to Dubai Economy and have the complaints resolved amicably. CCCP has supported the business community and the public significantly to comply with the precautionary measures implemented following COVID-19. The sector pressed its advanced electronic systems into service, contributing to the remarkable success of the remote work system in the emirate. CCCP is also analysing the current situation to gather feedback from all concerned and monitoring the customer journey in Dubai identify and implement the best solutions that ensure service quality and efficiency, as well as the highest levels of satisfaction among customers and employees. Consumers and traders can provide their feedback and raise complaints through the consumerrights.ae website, the Dubai consumer application available on the Apple, Android, and Huawei stores, or by calling 600 54 5555. Consumer complaints relating to price increases need to be submitted through the Price.ded.ae portal.
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MASTERCARD ENABLES SMALL BUSINESSES TO TAP INTO THE DIGITAL ECONOMY SMEs can accept touchless payments from their smartphones at no additional hardware costs Mastercard has launched a new lowcost payments solution that enables small business owners to move their businesses online and accept a range of digital payments from their customers. The “SME-in-a-Box” solution is powered by Mastercard’s payment technology and that of its fintech partners, including payments and agency banking solutions company SmartPesa, a Mastercard StartPath partner. The solution will aid small and micro merchants across the region in expanding their customer base via digital platforms and enable sustainable revenue growth. The unique offering enables business owners to access a wide range of financial services quickly and easily through a single intuitive app compatible with all Android mobile devices. The app’s functionality supports contactless payments, QR code payments, and has the ability to generate e-payment links for remote payments. Acquirers can also access a white label app to rapidly take the solution to market. SME in a Box offers a low-cost acceptance service that can run on smart phones and is powered by Mastercard Payment Gateway Services. It also delivers speed and simplicity with remote digital onboarding services from Mastercard’s StartPath partners. In addition, through its Simplify Commerce offering, Mastercard will enable SMEs with a plug-&-play e-commerce store builder with an instant online checkout. These capabilities have been packaged as a bundled solution combined with special incentives to drive adoption and support business owners
to tackle challenges during COVID-19. Gaurang Shah, SVP, Product Management, Digital Payments & Labs, MEA – Mastercard, commented: “The SME market represents 90% of businesses in MENA, and has been deeply impacted by the pandemic. The SME in a Box offering provides SME owners with a quick and simple way to digitize their business and build a platform for sustained future growth.” Barry Levett, Founder of SmartPesa, said: “Historically, selling products and accepting payments via multiple channels, including in-store and online, was an advantage afforded only to large retailers. We hope that the SME in a Box solution gives smaller entrepreneurs across the region the confidence to expand their businesses and thrive in today’s fast-changing world.” Sept-Oct 2020 / SMARTSMB
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NEWS
Bespin Global MEA Achieves AWS DevOps Competency Status With this competency, Bespin Global MEA can leverage its skills in helping customers increase agility with microservices
Etisalat launches e-Store for SMBs in UAE SMBs can now take their business online via the e-Store free for life from Etisalat Business Edge
Bespin Global MEA, a leading cloud technology consulting and management company, achieved the Amazon Web Services (AWS) DevOps Competency Status. The AWS DevOps Competency Status recognizes that Bespin Global MEA can design DevOps environments based on expert knowledge, experience and insights with the latest tools provided by AWS. The AWS Competency Program is designed to identify, validate, and promote AWS Partner Network (APN) Advanced and Premier Tier Partners with demonstrated AWS technical expertise and proven customer success. To receive these designations, APN Partners must possess deep AWS expertise and deliver solutions seamlessly on AWS. By attaining the AWS DevOps Competency, Bespin Global MEA can leverage its skills in helping customers increase agility with microservices, provide Continuous Integration & Continuous Deployment (CI/CD), Streamline ApSMARTSMB / Sept-Oct 2020
plications and Database Migration, ensure seamless experience and optimize performance and costs. Alongside the DevOps Competency Status, the company also attained the status of AWS Well-Architected Partner. “We are proud to achieve the AWS DevOps Competency status in the region. This only drives our team to keep attaining more competencies with AWS. ” says Mouteih Chaghill, CEO of Bespin Global MEA. “With our team's DevOps expertise and skills, our customers are now assured of our abilities to achieve their business goals by leveraging the agility, variety of services, and pace of innovation that AWS provides.” Bespin Global was recently recognized as an Authorized AWS Solution Provider, a Consulting Partner and Solution Provider Private Offers and has raised $75M in Series-C Funding to develop a 5G cloud-integrated and multi-hybrid management platform.
Etisalat announced the launch of e-Store, a free website builder from Etisalat Business Edge enabling Small and Medium Business (SMB) customers to transform their businesses online with no contract obligations – from displaying products online, allowing customers to place orders online to providing customer insights and analytics. Built with small businesses in mind, e-Store free for life gets their business website up and running through three simple steps: create, design and sell. New and existing customers subscribed to Business Edge and other selected products will avail the service free for life.
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Esam Mahmoud, Senior Vice President, SMB, Etisalat, said: “The SMB market is emerging as a sizeable and growing market in the UAE. At Etisalat, we work closely with SMBs and startups by enabling them with the right tools and services to boost their productivity and profitability. “The successful launch of our e-Store is yet another testament of our efforts to empower small businesses with scalable and tailored advanced solutions to grow their business in line with the UAE government’s commitment to fuel growth in the SMB sector.” Etisalat’s e-Store is designed to deliver a first-class website experience for SMBs that suit their business needs. They can create a professional-looking website without hiring a web designer as it is packed with 1,000+ free readymade template designs covering more than 80 SMB verticals. Its dragand-drop interface comes with a photo editor, video clips, free stock images, Google Maps, among other features. As a fully integrated store, e-Store enables SMBs to sell their products online, manage payments via secured Etisalat payment gateways and other major gateways in the region for seamless payments. Businesses can upload all their products and publish their website within a few minutes, integrate their store setup, categorise their products, secure their payments, set up and manage their store on mobile.
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IT leaders in the Middle East bet on cloud optimisation to control costs Research from Rackspace Technology reveals that over three quarters of IT leaders in the Middle East have concerns around budget due to the pandemic More than 66% of businesses across the Middle East have had to increase their expenditure on technology during lockdown, with the majority (68%) anticipating further increases in the next 12 months. However, as spending rises, cost control becomes more important, with over three quarters (86%) of IT leaders saying the pandemic has brought new concerns around budget. Having to scale down (28%) and funding innovation (25%) are the most common areas of concern. These are some of the key findings from Rackspace Technology’s report, Technology Budgets: Managing Shifting Priorities. As rising tech costs bring budgetary concerns, there is growing recognition of the importance of optimising costs through the cloud. However, the research found that many IT leaders lack either the understanding or the skills to take full advantage of its cost optimisation potential. As little as less than half (44%) of IT decision-makers actually understand what cloud cost governance and cloud cost optimisation are and how they differ. This not only signals that there may be significant room for improvement in cost optimisation strategies, but also highlights how many businesses face the risk of cloud sprawl and other unwanted costs at this crucial time. Cloud has emerged as the central focus of modern business operations, with al-
most two thirds (64%) of IT leaders seeing cloud infrastructure as their priority when budgeting. Cloud is also viewed as an effective way of cutting costs, with nearly half (46%) of IT leaders planning to optimise their existing cloud infrastructure and about two fifths (38%) intending to deploy new cloud infrastructure in order to make savings. “Many businesses have found out the hard way in 2020 that their IT systems, resources and spend tracking weren’t ready for Covid-19,” said Martin Blackburn, Managing Director, EMEA at Rackspace Technology. “While it is encouraging to see so many IT leaders recognise the central role cloud can play in controlling costs, intention to follow best practices and the actual knowledge required to do so are different things, and support is often required. Sept-Oct 2020 / SMARTSMB
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NEWS
BATELCO ALONG WITH SONICWALL TO OFFER SECURITY SOLUTIONS FOR SMES partnership with SonicWall is in line with Batelco’s on-going commitment to provide its SMEs with the latest tools and technologies designed to secure their businesses and enhance their performance.
Batelco, the leading digital solutions provider in the Kingdom of Bahrain, has announced its exclusive service provider partnership with SonicWall to provide SMEs (Small and Medium Enterprises) with comprehensive security solutions to enhance cyber-security for their customer base. The strategic
Partnering with SonicWall, a trusted security partner protecting more than 1 million networks worldwide, allows Batelco to provide a full range of network security solutions to its SME customers, including next generation firewalls, secure switching, secure wireless, endpoint protection and cloud security and a number of integrated and innovative digital solutions to boost cyber-security among its small and medium enterprise clientele base. Batelco General Manager Abderrahmane Mounir said, “It is our great pleasure to partner with SonicWall, a
globally recognized leader in providing integrated security solutions to small and medium enterprises. Security is a critical component in the success of this segment, and we pride ourselves on being able to provide our customers with an affordable and comprehensive, one-stop solution comprised of the latest technological tools that would facilitate and simplify the processes and procedures required to boost SME performance.” SonicWall Vice President, Global MSSP & Carrier Sales, Luca Taglioretti said, “There is no organization that is too small for the wandering eye and determination of cybercriminals. It’s imperative to work closely with security providers to gain a clear and real-time picture of security risks and the impact they could potentially pose to their organization.”
OMAN INSURANCE REDUCES MOTOR CLAIM PROCESSING TIME BY 50% In line with its “customer first” strategy, Oman Insurance Company has launched a state-of-the-art, fully digitalized motor claims system that reduces the time taken for claim process by 50%. Oman Insurance is the first in this region to provide its customers First Notification of Loss (claim initiation) directly at the garage without any manual intervention by its staff. Along with the reduced approval time, a significant number of repairs will now be approved within a few hours, thanks to rulebased auto approvals. Surveyors are now equipped with the digital capability to provide approvals on-the-go with the entire claim related information readily available on the cloud. Customers will be kept informed through automated SMS notifications at every stage of the process from their first interaction at the garage all the way to receiving of their vehicles. All this will be done with little to no paperwork, eliminating over one million print outs every year. CEO of Oman Insurance Company, Jean-Louis Laurent Josi commented on this occasion, “This key initiative is part of our digital transformation strategy whose objective is to provide our customers with simple, fast and transparent processes and deliver them a remarkable experience. Our SMARTSMB / Sept-Oct 2020
ultimate aim is to become the reference in the region for exceptional customer service and the only way to achieve that is to keep customers at the heart of everything we do. Our customer satisfaction index at mid- year shows that we have 87% of satisfied and very satisfied customers reflecting the continuous improvements at Oman Insurance.” The announcement follows a series of pioneering digital unveilings by Oman Insurance in the year 2020, including the region’s first real-time motor insurance purchase portal and an enhanced corporate website.
IN FOCUS
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BIOS MIDDLE EAST HELPS DELMA EXCHANGE WITH CLOUD MIGRATION AND BUSINESS CONTINUITY With this implementation, Delma Exchange builds a robust, scalable and manageable IT Infrastructure and IT governance in place
Zahir Moghal CEO, Delma Exchange
Dominic Docherty
Managing Director, BIOS Middle East
BIOS Middle East, a leading provider of cloud and managed IT services for enterprises, announced that Delma Exchange, a UAE based global currency exchange, has successfully completed its large-scale cloud migration and business continuity project. Delma Exchange is embracing the latest IT technologies to add more value to internal productivity and customer offerings. Delma Exchange operated in a 'Local to Local and Decentralized" IT infrastructure environment. With the Financial industry going through significant digital transformation, these legacy systems left the business exposed to inefficiencies, security risk and scalability issues. To stay ahead in the business, Delma Exchange started a multiyear IT strategy program, and all-out cloud migration is one the major milestones in this journey. After extensive survey and research, Delma Exchange partnered with BIOS Middle East for transforming its IT Infrastructure. This migration has put in place a robust, scalable and manageable IT Infrastructure and IT governance in place.
Zahir Moghal, CEO, Delma Exchange said, “We aspire to provide the best and safest customer experience for our client’s foreign exchange transactions. We are proud to have a future-proof and cloud-based IT digital core that completely integrates the company’s IT vision and we are looking forward to more Digital applications to improve business efficiencies. We choose our stakeholders carefully as we believe in strong long term partnerships and look forward to working with BIOS ME for many years to come.” "The world of IT is changing rapidly and to stay competitive and ahead, we needed to have robust technologies, applications and infrastructure. This migration project allowed us to centralize IT management and monitoring, standardize multiple processes, and enhance IT security framework. We are now able to deploy a more agile application and implement a faster pace with our digital transformation journey," added Anirudha Biswas, Head of IT, Delma Exchange. "With scattered IT systems, data cen-
tres and support systems, we had multiple costs and overheads. A major benefit of moving to a Managed Cloud is the ability to consume IT Infrastructure as an operational cost as opposed to capital expenditure,” explained Abhilash Babu, Head of Finance & Operations, Delma Exchange. Dominic Docherty, Managing Director, BIOS Middle East said, "Financial services customers expect modern technological capabilities. Strategic positioning through superior technology is critical for continued success. We are happy BIOS was able to help Delma Exchange innovate in the cloud. We are confident they will experience the myriad of benefits this cloud migration and business continuity project will bring them." Working with some of the leading global vendors, BIOS Middle East is focused on providing a range of Public and Private Cloud as well as Managed Services in the region. The company has customers from several business streams including financial services, healthcare, insurance, oil and gas and more. Sept-Oct 2020 / SMARTSMB
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IN FOCUS MANUFACTURING
SWISSLOG DEPLOYS AUTOMATED STORAGE AND RETRIEVAL SOLUTION FOR MAI DUBAI
Following the implementation, the company has benefited with double production, storage capacity and reduced labour costs drive key benefits and advantages for Mai Dubai, including a significant reduction in labour costs, improved production and enhanced storage efficiencies. The installation proves to be both timely and strategic - expecting to sustain Mai Dubai's continuing growth since its inception in December 2012. The company, which is already widely recognized for its excellent reputation, is the official bottled water partner of Emirates Airlines and has also become a household brand name in Oman, Bahrain, and 13 other countries across Asia, Europe and Africa.
Alain Kaddoum
General Manager, Swisslog Middle East
Swisslog has completed the successful installation and implementation of a new fully-automated and retrieval solution for Mai Dubai, a leading Dubai-based bottled drinking water company. The move is part of Mai Dubai's ongoing expansion initiative and involves the implementation of a fully automated and data driven intralogistics system that is in line with industrial revolution 4.0. As part of an order valued over Euro 20 million, Swisslog planned and implemented a fully automated system based on intelligent software in the context of big data. The major expansion project included planning and implementing a six-aisle automated high-bay warehouse for raw material and packaging materials as well as -only a few hundred meters away- a high-bay warehouse with 17,560 pallet locations for finished goods with 10 aisles. The use of Swisslog's fully automated storage and retrieval solution will help SMARTSMB / Sept-Oct 2020
Alain Kaddoum, General Manager, Swisslog Middle East, commented, “ The introduction of new automation deployments driven by strong warehouse management software (WMS) can maximize return on investment and minimize risks to supply chain operations. Combining Swisslog’s SynQ WMS solution, Mai Dubai were able to modernize their warehousing, distribution and fulfilment operations by optimizing the performance of frontline workers, speed up production and maximize the storage capacity.” The installed Swisslog solutions included the Vectura pallet stacker cranes (ASRS), which are known for its optimized energy-efficient design
and delivery of highly efficient storage and retrieval with minimal energy costs; a monorail system complete with 44 trolleys; a ProMove pallet conveyor and lifting systems that ensure the efficient flow of goods and sequencing of pallets in receiving and shipping. The company also deployed an advanced high-performance information technology (IT) infrastructure and controls systems, the Swisslog Warehouse Management Software (SynQ), which allows for real-time 3D visualization and condition monitoring of the entire operations. The modular software platform also offers a number of big-data business intelligence tools that can be flexibly added over the time. With its modular architecture and user-friendly design, the WMS software helps Mai Dubai to be prepared for the future. Alexander van ‘t Riet, CEO of Mai Dubai LLC, said, "We are very excited about the potential benefits to be gained from the installation of this new fully automated storage and transport system from Swisslog. Working closely with Swisslog was part of our expansion strategy. In fact, the implementation of an automated and digitalized logistics solutions is part of and contributes to our customer-focused approach."
IN FOCUS
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SMALL BUSINESSES AND CONSUMERS IN UAE ADOPT NEW BEHAVIORS AMID COVID-19 Visa’s Back to Business study finds 94% of small business owners are beginning to feel optimistic about the future of business •
•
Shahebaz Khan
Visa’s General Manager, UAE
Visa, the world’s leader in digital payments, published its global Back to Business study assessing the dramatic shift to digital commerce in response to the pandemic, driven largely by changing consumer expectations for a safe and touchless payment moment. As small and micro businesses (SMBs) continue to endure the financial impact of COVID-19, one thing is clear: rethinking the checkout or point-of-sale (POS) experience is essential for survival.
New normal means new habits: According to the study, 9 out of 10 consumers in the UAE (90%) have changed how they pay for purchases due to COVID-19, including shopping online when possible (59%), using contactless payments (52%) and not using cash as much (40%).
SMB optimism vs. consumer realities: Despite the unpredictable nature of the pandemic, nearly all (94%, compared to 67% globally) SMBs in the UAE are beginning to feel optimistic about the future of their business but estimate it will be about six months before their businesses are back to full operation.
Small Businesses Take Action, Amidst Real Challenges •
Consumers Now Expect Digital-First Commerce •
Safety means touchless: Contactless payments have become a driving differentiator. Nearly all (90%, compared to 63% globally) UAE consumers would switch to buying from a store that installed contactless payment systems. In fact, almost three in four (72%, compared to 48% globally) UAE consumers wouldn’t shop at a store that only offers payment methods that require contact with a cashier or other shared devices.
•
Pivoting to a digital-first mindset: SMBs in the UAE have shown an incredible willingness to evolve in the face of change. In fact, 94% of SMBs in the UAE, compared to 67% globally, have pivoted to keep their businesses on track since the outbreak. Over two in five (44%, compared to 20% globally) have allowed contactless payments for the first time since the start of COVID-19. Additionally, nearly three in five (59%, compared to 33% of global SMBs) reported their business has accepted less or stopped accepting cash during the pandemic. Long-term outlook and top concerns: Despite their willingness to adapt to new trends, 92% of
merchants in the UAE still have concerns about shifting their business online or increasing online presence (compared to 74% globally), highlighting the need for additional support to help SMBs transition to digital. In terms of business operations, SMBs in the UAE are most concerned about data privacy and security (48%, compared to 32% globally), as well as keeping their employees safe and healthy (48%, compared to 27% globally). An overwhelming majority (89%) of UAE consumers, compared to twothirds (67%) of consumers globally, are taking measures to keep their payment cards clean. “Consumers are putting COVID-19 safety measures at the top of their shopping agenda and favouring businesses that do the same,” said Shahebaz Khan, Visa’s General Manager for the UAE. “Historically, we have seen behaviour change at the point of sale as a gradual shift over time. But COVID-19 has created an immediate need for safer, more efficient shopping experiences both online and offline as consumers rapidly migrate to digital commerce. We want small businesses to know that Visa is here to help them navigate these new consumer needs and gain insights to make their businesses stronger both now and in the long run.” The Visa Back to Business study is the latest in a series of Visa initiatives to provide SMBs with the insights they need to build or rebuild strong businesses. In June, Visa launched its regional 'Where You Shop Matters’ initiative to support entrepreneurs in the UAE with access to Visa's Small Business Hub, a merchant platform providing tools and resources on how to start, run and grow their business. Sept-Oct 2020 / SMARTSMB
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NEWS FEATRUE
National Bank of Fujairah launches SME community platform
N
BF Connect will serve as a collaborative ecosystem and a onestop-shop for SMEs with partners including Etisalat and Visa The platform will provide members with exclusive features that have been tailored to their specific needs. A suite of business services provided by fellow SMEs such as HR services, legal support, e-commerce and marketplace management for the SME community to meet their business needs. NBF Connect will be an important part of the business ecosystem as notable partners like Etisalat and Visa join hands with NBF to offer a range of non-banking services to empower SMEs with the right tools and support them to move ahead in their journey.
Devid Jegerson
Head of Customer Experience and Platform Development, NBF
National Bank of Fujairah (NBF) PJSC has launched NBF Connect, a dedicated and exclusive banking platform for Small and Medium Enterprises (SMEs) and the first of its kind in the UAE. The community platform will serve as a one-stop shop for SME members which will include access to a suite of services and solutions as well as knowledge-sharing capabilities. Co-created with SMEs, this is the first time a bank joins hands with the SME community to create a platform of this kind “for SMEs, by SMEs”. SMARTSMB / Sept-Oct 2020
Some of the other services include a discussion platform where SMEs will be engaging in industry-focused conversations such as the opportunities and challenges that currently exist, a news and events hub where members will be receiving the latest SME news and business trends coupled by a calendar of the latest SME events. Commenting on the launch, Rehan Ali, Head of Business Banking said: “We are very excited to be launching NBF Connect, the very first SME platform in the UAE. Testament to their status as the engine of growth and development, SMEs contribute up to 40% of Dubai’s GDP alone. As such, we are proud to be the first bank to launch a platform that caters specifically to the needs and aspirations of these businesses. This platform embodies our long-term commitment to UAE’s vibrant business ecosystem as we worked closely with the SME community to bring it to life. Through NBF Connect, we aim to empower business owners and entrepreneurs with bespoke solutions and unique services that will help drive their growth-journey forward. Looking further ahead, we also envision NBF Connect to not only become the platform of choice for SMEs, but to play a pivotal role in driving this sector to the next level and contrib-
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ute positively to the overall eco-system”. Devid Jegerson, Head of Customer Experience and Platform Development, also said:” In an ever-shifting landscape, it becomes pivotal for banks to deliver a well-rounded offering that goes beyond financial services, and this is the kind of thinking that we have adopted at NBF. In a world that is witnessing an unmatched level of acceleration towards digital transformation, banks need to capitalise on platforms that bring them closer to their customers while equipping them with new tools to navigate a fast-changing environment. Through NBF Connect, our aim was to digitise the SME community and provide them with resources at their fingertips that allows them to not just operate in a new climate, but truly grow and develop even further.” Shahebaz Khan, Visa’s General Manager for the UAE, commented: “Small businesses have been among the most affected by the pandemic and their recovery, amid changing customer behaviour, which largely depended on their ability to move online and enhance their digital payment offering. But despite their willingness to adapt to new trends, Visa’s Back to Business study found that 92% of small businesses in the UAE still have concerns about increasing their digital presence, which reinforces the urgent need to help small businesses make the transition to digital. With this in mind, we launched Visa’s ’Where You Shop Matters‘ initiative to provide owners with advice and tools that guide them to build resilience through new, digital ways of transacting. We are proud to be sharing our resources with NBF Connect to further support in the recovery and growth of small businesses in the UAE.” During the development phase, NBF hosted several design thinking workshops that brought together SMEs across business verticals to collect their feedback to help the bank build a platform that will be an exclusive digital space co-created with fellow SMEs. Commenting on the launch of NBF Connect, SMEs who were part of the development journey mentioned that, with digital banking becoming more prominent than ever before, NBF Connect will help the SME community enhance and streamline processes, gain market insights as well as explore opportunities to benefit from other fellow SMEs.
Rehan Ali
Head of Business Banking, NBF
record in the SME space as part of its vision of being the partner of choice to businesses across the UAE. Its efforts were recognised and awarded at the reputable Banker Middle East Industry Awards for seven consecutive times as the bank retained the “Best Commercial Bank” accolade. Moreover, in the previous year, NBF announced its partnership with Emirates Development Bank (EDB) for the “SME Credit Guarantee Fund Scheme”, which provided strategic financing solutions to the SME ecosystem.
Over the years, the bank has established an impressive track Sept-Oct 2020 / SMARTSMB
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COVER FEATURE
RAISING THE BAR
D
-Link continues to raise the bar through a sustained pace of introducing new generations of networking products featuring breakthrough innovations
SMARTSMB / Sept-Oct 2020
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s one of the leaders for over two decades in the consumer and SMB networking space, D-Link has led market trends and helped bring to market products and solutions, that have simplified complexities of networking and made better connectivity solutions possible. One of the key strengths of the networking powerhouse has been its success in keeping pace with market expectations and responding through its introduction of cost-effective and great quality products across a wide spectrum that traverses an extensive range including wireless networking, IoT, surveillance, remote home solutions, thermal scanners. No wonder then that D-Link today boasts of a very extensive product portfolio, all that have been introduced in response to real market demand.
COVER FEATURE
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Bringing on 5G The Middle East and North Africa (MENA) region is adopting 5G technology more rapidly than other markets to deliver on the promise of the connected era. According to a recent GSMA report, 47 million 5G connections are predicted across MENA by 2025. D-Link Middle East (MEA) is spearheading the innovations within 5G technology as the company has already introduced 5G enabled devices in the beginning of last year, with a number of new releases in the pipeline. In line with its consistent approach in delivering products for different needs, it had unveiled its 5G solutions, that will enable higher bandwidth wireless connectivity at home, at the office, or on the go as the new technology gains traction in terms of deployments. With the new 5G solutions, the manufacturer is enabling the next level of mobile internet connectivity and IoT technology. Consumers and businesses can benefit from the much higher bandwidth, almost no latency and much faster speeds. Sakkeer Hussain, Director - Sales & Marketing at D-Link Middle East & Africa says, “We believe there is tremendous opportunity for the channel community to become the go-to partners for customers as they prepare for 5G. This includes things like collaborating with mobile and device manufacturers and implementing infrastructural upgrades. One of the biggest challenges for 5G will be if the related environments and infrastructures are not ready to support 5G technologies. With most of our products already 5G enabled, we aim to continue doubling down on our investments on partner enablement with 5G opportunities and showcase our new upcoming 5G releases.”
Consistency in introducing new technologies D-Link’s consistency in its approach towards introducing new technologies over the past several years has been wedded to its commitment to meeting market expectations and real use case scenarios. Rather than offering new technology for technology’s sake, its products for instance have answered diverse needs whether it is sturdier and reliable cameras for outdoors or remote configuration solution through the cloud or mesh networking solutions that does away with dead spots in home environments. A few years ago, D-Link brought to market DIS-100G Series Industrial Unmanaged Ethernet Switches and DIS-200G Series Layer 2 Gigabit Industrial Smart Managed Ethernet Switches. Their reliability and compliance with various industrial standards made the switches ideal for applications in city surveillance, ITS and factory automation. In 2018, D-Link introduced ‘Brite-box’ SDN approach for enterprises. It was at a time when using SDN to automate data
Sakkeer Hussain Director - Sales & Marketing, D-Link Middle East & Africa
center operations and maximize infrastructure flexibility was becoming essential to maintain competitiveness for data center operators and service providers. According to Sakkeer Hussain, Director - Sales & Marketing at D-Link Middle East & Africa, “Brite-Box provided the advantages of working with a trusted brand, including proven switching technology and established support infrastructure without running the commercial and operational support risks of working directly with bulk purchased white box unbranded bare metal equipment.” Over the last three years, D-Link has also brought to market its Mesh technology COVR, which provides seamless Wi-Fi solution that's a perfect fit for modern smart homes. Sakkeer adds, “It blankets every square inch of the home with high-speed AC1200 Dual-Band Wi-Fi allowing users to enjoy Wi-Fi that's stable, consistent, and truly seamless. We have been committed to the smart home market and are well-equipped to address end-to-end smart home requirements for our customers in the region.” D-Link also introduced D-Fend AC2600 Wi-Fi Router in the Middle East and Africa (MEA) market a couple of years ago. The wireless DIR-2680 router innovation was powered with an Intel chip and security by McAfee. It was a concurrent dual-band wireless router upgraded to the latest 802.11ac Sept-Oct 2020 / SMARTSMB
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COVER FEATURE
standard technology, bringing the future of high-bandwidth wireless connectivity, vastly increasing the speed and coverage of smart home networks. The D-Fend smart home network protection gives home networks an extra layer of powerful and comprehensive protection. The router kicked security up a notch and helped to keep kids safe online with age-based profiles and the ability to pause the Internet when needed. Sakkeer says, “Another initiative we take pride in is our ‘Green Technology’ agenda, which we had introduced for our channel partners and end-user customers in the region. Thirteen years ago, D-Link was the first to introduce the industry's first 'Green Ethernet' technology with a series of environmentally friendly small office, home office (SOHO) Gigabit switches that decrease energy costs by reducing power consumption without sacrificing operational performance and functionality. “ D-Link has continued to stay true to this ethos and today, the manufacturer continues to develop green networking technology, which allows its products to drastically reduce power consumption. D-Link has been a leader in the regional surveillance camera segment with its pioneering portfolio of solutions that includes a range of surveillance cameras, systems, switches and network video recorders (NVRs). Keeping abreast with the latest developments within the technology has helped D-Link to remain a market leader in this segment. Additionally, Dlink also ensure video analytics and other services are embedded into its offering, making it a value-added cost-effective deal for customers.
Ushering the cloud future In 2018, D-Link had introduced the initial version of Nuclias, a cloud-based network management solution. The offering enabled managed service providers and business owners to remotely configure and monitor their network infrastructures anywhere and at any time without the need for a local controller, reducing cost and complexity while streamlining network infrastructure. Nuclias is a strong focus area for the networking leader. Nuclias Connect and Nuclias Cloud Remote Network Management Solutions are part of D-Link’s transformative remote work solutions portfolio and are significant market differentiators. The complete end-to-end innovative suite of solutions is crafted to assist and empower remote learning and working. It is unique because never before have IT administrators set up, automated, monitored and scaled wireless networks remotely, so easily and seamlessly. Sakkeer elaborates, “Nuclias Cloud portfolio allows SMBs and large enterprises across retail, education and hospitality, as well as MSPs, to deploy professional-grade networks securely from anywhere and anytime, eliminating physical SMARTSMB / Sept-Oct 2020
space constraints. Convenience, security, cost-effectiveness and ease of use make the solutions ideal for onboarding, studying, troubleshooting as well as monitoring and reporting network activity quickly and easily.” Nuclias Managed Wireless Networking Solutions offer the capability, hosting flexibility, and value that customers need to carry out their digital transformation efforts with minimal interruptions. The solutions offer centralized remote network management via an intuitive interface, and multi-tenant architecture that makes outsourcing simple for end-users.
Pioneering the future In 2019 and into 2020, the company has unleashed several new launches, signaling its resolve to be the leader in its traditional segments of competence and also extending beyond them as well. While 2020 has been a challenging year where the pandemic has caught everyone unawares,
" Nuclias Cloud portfolio allows SMBs and large enterprises across retail, education and hospitality, as well as MSPs, to deploy professional-grade networks securely from anywhere and anytime, eliminating physical space constraints." D-Link has managed to keep up with some significant launches across several existing product lines and also introducing a unique product line as well with its thermal face screening product. Sakkeer elaborates, “We have already had several big launches in 2020, from apt solutions needed for today’s market demands such as the D-Link Thermal Solution Fever Screening Kit and D-Link Temperature Measurement Face Recognition Terminal suite of products to remote work management solutions such as the Nuclias Managed Wireless Networking Solution portfolio. Earlier this year, we also announced ground-breaking Wi-Fi 6 routers, including two of our flagship products - DIR-X1560 EXO AX AX1500 and DIR-X1860 EXO AX AX1800. We have also introduced our DWR-925W 4G LTE M2M Router in the region to offer seamless connections to businesses this year.” D-Link has demonstrated resilience even in a pandemic hit year with new solutions that respond to needs of current situations such thermal screening kits or products offering higher bandwidth products especially when there is a need for better connectivity for work from home scenarios. That perhaps sums up the essence of leadership that D-Link continues to manifest in its industry.
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TALKPOINT
ENABLING CUSTOMER ENGAGEMENT Shant Oknayan, General Manager of Global Business Solutions across the Middle East, North Africa and Turkey (MENAT) discusses the company’s strategies for the business segment customers . Please elaborate on TikTok's Business solutions portfolio and the focus for the region in terms of operations?
proach continues to resonate really well with a broad audience.
Our priority for TikTok For Business in the region is to help businesses unleash their creative side through our fully immersive and easy to use platform and reach an engaged audience.
How effective are Business short videos? Are there any metrics/figures available in terms of audience feedback/ response?
In the current market landscape, we understand that businesses are being faced with limited resources and advertising options, therefore brand building and marketing at scale can be challenging and costly with often no real measurement of success. Our recently launched self-serve advertising platform should alleviate some of that pressure and give businesses the ability to efficiently engage new audiences through an extensive suite of creative tools, intelligent targeting and world class support. From a range of creative tools that enable every business to embrace the creativity and authenticity of the TikTok community to intelligent performance targeting enabling businesses to get discovered by new engaged audiences to flexible budgets allowing them to adjust their spending at any time - there’s a solution regardless of your business objectives or budget. And we’re doing more to help businesses get back on their feet and cut through at such a critical time. TikTok’s recently announced Back-to-Business program, which includes $100 million in complimentary ad credits to SMBs and startups worldwide, including the MENA region, presents businesses with an accessible route to expedite their journey or rebuilding. In terms of operations, TikTok has grown rapidly this year and across the Middle East, in particular, it has been really well received. What we are really proud of is our growing community of creative, expressive and thoughtful people and the ways in which they are using TikTok to spread joy and share amazingly creative and authentic content. We remain committed to cultivating and fuelling this community through different on-platform challenges and other initiatives tailored to Arabic audiences. Our hyper-local apSMARTSMB / Sept-Oct 2020
Today, more than ever before, we’ve seen an eruption of diverse, feel-good digital content that is best enjoyed with the ‘sound on’ fuelled through isolation. People have used this downtime at home to demonstrate their personalities, spread joy through their artistic talents, and raise awareness for causes that they are truly passionate about through short videos.
" TikTok For Business arms businesses with the tools to be discovered and connect with the broader communities around them through our recently launched self-serve creative ad solutions and features to drive immersive and memorable campaigns" Campaigns driven by short videos have proved to be incredibly successful for businesses and reaching their objectives for example, we saw many content creators unite to share their appreciation for the country’s frontline heroes in response to the #ThankYouHeroes challenge, launched by the Dubai Health Authority (DHA). With the #OpenYourEyes challenge, launched in partnership with OSN during Ramadan, we engaged people to see just how long they could keep their eyes open through a branded, interactive filter. Was it long enough for a quick episode of Brooklyn 99 or did they have the staying power for a gripping, 50 minutes episode of Game of Thrones? The campaign was a resounding success and it is still performing organically today.
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We’ve really seen a shift in how people discover and consume digital content and phenomenal displays of originality through video content. Today it is inevitable for businesses to think creatively and to use other means of route to market to ensure their next campaign is a success. How different is your TikTok for Business solution from the consumer format? What are the enhanced functionalities and are there any extended solutions? TikTok for Business solutions compared to that of the consumer format are very different in terms of offerings and functionalities, however both feature the same, simple interface. As previously mentioned, TikTok For Business arms businesses with the tools to be discovered and connect with the broader communities around them through our recently launched self-serve creative ad solutions and features to drive immersive and memorable campaigns e.g. Top View, In Feed Ads, branded hashtag challenges, custom brand effects and many more. These functionalities are only available on the TikTok for Business platform. Elaborate on how Businesses can utilise these Business solutions from you? Do you also help reach out to a larger number of relevant audiences? With TikTok, businesses have the flexibility to expand their reach beyond the current media ecosystem and tap into those consumers and opinion leaders that cannot be reached on other platforms. As mentioned, we recently made available TikTok's self-serve ad solutions, giving businesses the tools needed to tap into the creativity of the TikTok community, reach new audiences and optimize their marketing campaigns with an easy-to-use platform. No matter how big or small your business is, or what you're making or selling, TikTok will give brands a chance to be discovered by the right people, at the right time. How do you compare the success of the short video format versus other traditional call to action emails or other tools? Is it possible to look at them as a very useful addition to a more comprehensive go to market and branding campaign? As previously mentioned, during this period of uncertainty, what has become apparent is the extraordinary way in which people discover and consume digital content. Across the world, but especially in the tech-savvy Middle East, no longer are people nodding for signs of approval, today they are signaling with their thumbs, their cameras and their voices that they want positive emotions. To laugh, to be inspired, to be amazed. As consumers try to navigate the “new norm’, we believe these trends are here to stay. It is crucial for businesses to be aware of where their audience is, where to look for them
Shant Oknayan General Manager of Global Business Solutions, MENAT, TikTok
and how to tap into it for business and campaign success. Tapping into TikTok’s infinite community of creators is a must for businesses wanting to connect with new audiences for their next campaign in a fresh and exciting way and this has never been more accessible before. At TikTok, we give businesses the opportunity to flip traditional marketing on its head, and place their brand at the forefront of innovative storytelling and creative content to connect with today’s generation. Have companies here already started using this? We currently have many companies who have already taken advantage of our TikTok for Business platform and have seen phenomenal results - as mentioned earlier, the likes of OSN and Dubai Health Authority (DHA) and many more. Looking ahead, we have a lot of exciting plans in the pipeline for the region to continue engaging our community and attract new users to give them a platform to share joy and inspire positivity. At TikTok, we’re always looking at new ways to collaborate with charities, government entities, entertainers, celebrities and creators and unlock incredible opportunities that only TikTok can offer Sept-Oct 2020 / SMARTSMB
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TALKPOINT
A TECHNOLOGY LEAP FOR LOGISTICS
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rukkin - a technology-driven enablement platform that is revolutionizing the transportation industry in the Middle East and Pakistan, was founded in 2017. Trukkin has been focused on solving problems faced by transporters, brokers drivers and shippers, bit by bit. Janardan Dalmia, CEO of Trukkin how the company has been enabling logistics address various challenges
Elaborate on the solutions from Trukkin for logistics and transportation? Trukkin is a cloud-based techno-logistics platform that leverages the power of IoT and AI to solve the major problems faced by the logistics industry. Trukkin brings together shippers, transporters, brokers and drivers on one seamless, integrated platform that helps to simplify transportation for everyone while boosting efficiency and enhancing transparency. Trukkin helps transporters by reducing incidents of empty return loads and grounded fleets. Brokers benefit from Trukkin’s large pool of transporters and shippers, enhancing their margins and boosting their bottom line. Truck drivers benefit from timely payments, targeted training and Trukkin’s worldclass navigation systems. Trukkin helps shippers get trackable timely delivery and cost-effective shipping. Trukkin empowers everyone involved in the transportation ecosystem by being an enabler that is set to revolutionize the way people see transportation. Which are the countries that you are operational in and tell us about your expansions? Trukkin aspires to be a global logistics provider. Our expansion plans are in full swing and we have recently opened an office SMARTSMB / Sept-Oct 2020
in Pakistan amid the pandemic. We’re currently operating in the UAE, Saudi Arabia and now in Pakistan—a geographically and logistically strategic location for Trukkin. However, we’re not stopping here. Trukkin will continue to expand and add to its long-growing list of operational locations while ensuring that our promise of stability, quality, efficiency, transparency and reliability is delivered regardless of where we are. Tell us about your client base? Are these typically large truck operators? Our clients are organizations large and small that wish to send goods from one place to another, efficiently. Our organizational or retail clients are termed as shippers. Truck operators are typically termed as partners as we give them access to our large pool of shippers and brokers. We have a diverse range of clients that may use the services of truck operators affiliated with us. These operators can be those owning dozens of trucks, to a singular truck owner-driver. No matter what the fleet size, we have a solution for everyone! What specific challenges do your solutions address? The logistics world faces two major problems—transparency and efficiency. This causes most of the problems that the logistics industry is known for—including delays and lost packages. Trukkin aspires to reduce the incidents of these problems through an amalgamation of digitization, mobile technology, GPS, AI and IoT—all rolled into one powerful, seamless, integrated intelligent interface. Using intelligent routing algorithms, standardized pit stops and a world-class user interface, Trukkin empowers transporters, shippers, drivers and brokers—resulting in reduced incidents of theft and pilferage, decreased operational costs and in-time payments. Trukkin also aims to be an enabler—helping every entity involved in the transportation business to reap the benefits of efficiency, transparency and reliability. How are your navigation systems supported? Trukkin uses an intelligent navigation system that uses cutting-edge technology for an unparalleled experience. Smart, AI + IoT driven and extremely adaptive, our navigation system uses GPS data to figure out alternative routes and sends out alerts in case our drivers veer off course. Leveraging information from multiple providers helps Trukkin to provide intelligent route selection which finds the fastest route instead
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Janardan Dalmia CEO, Trukkin
of the shortest one. This selection helps trucks to drive at a consistent speed that helps in lowering emissions, decreasing fuel consumption, tyre wear and reducing truck maintenance costs while being good for the environment at the same time. Our navigation systems leverage the power of IoT, GPS, GLONASS and A-GPS, ensuring a world-class navigation experience for our driver-partners. During the pandemic, our routing system ensured that drivers steered clear of red zones and drove through relatively safer places. Do you have any data figures on the time and money saved in trucking operations? We work with our clients as their partners and not their vendors. We work hand in hand with the senior management and their logistics department in understanding their requirements and subsequently designing a process to ensure the seamless logistics experience is provided to them in terms of their transportation requirements. In general, we have been able to improve their costs and operational efficiency by 20%. Are these solutions more effective for long-distance runs? How effective are they for shorter in-city runs of trucks and pickups? The effectiveness of a solution is determined by long-term and consistent results when it comes to an industry like logistics. The gains from a solution like Trukkin showcase themselves with decreased shipping, truck maintenance and enhanced profit margins. Long-distance runs are actually less taxing for logistics as trucks mostly drive on expressways, reducing wear and increasing speed. In-city or close-quarter-inter-city deliv-
eries lead drivers through congested cities, which is taxing for trucks. Being larger vehicles, trucks need to constantly use the clutch and brakes, increasing repair costs to be twice as much as highway drives. One way to fix this is to use efficient routing systems. Our platform drives efficiency into the very core of the logistics industry. Whether the distance is long or short, the Trukkin platform ensures that delivery is seamless, in-time and trackable by the end-user. How did COVID-19 impact the logistics industry? How did it impact your business? 2020 has been a challenge for every industry, and logistics is no different. As entire countries closed their borders, logistics companies had to come up with innovative solutions to work around this problem instantly. Lockdowns and limited movement of traffic across locations had hit the logistics industry just like any other. A forward-thinking approach, adaptability and adopting technologies that can replace or even complement traditional solutions is one way in which we are thinking of solving the unique challenges that we experience. We switched from shipping large loads to essentials, ensuring business continuity. When trucks from the UAE were denied entry into the Saudi region, we brought in our trucks from Saudi Arabia with essentials and sent those trucks back to Saudi Arabia. Additionally, we reduced reliance on cash-only transactions, digitized payments and pre-scheduled, verified and sanitized stop points and service locations. This has helped us ensure a reduced impact of the pandemic our ground staff. Our routing systems also avoid containment zones and areas with a high prevalence of COVID-19 to ensure driver and team safety. Sept-Oct 2020 / SMARTSMB
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TALKPOINT
Gaurav Singh Founder & CEO, Verloop
ELEVATING BRAND ENGAGEMENT
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erloop.io, a customer support automation platform, has raised $5 million in its Series A funding round led by Alpha Wave Incubation (AWI), along with existing investors. This is AWI’s first investment in India after it was launched in May this year by Abu Dhabi’s ADQ. Gaurav Singh who in 2015 founded Verloop.io discusses how the solution is enhancing customer support through automation
Please elaborate on the highlights of your customer-support automation solutions? Verloop.io is the world's leading customer support automation platform. We enable businesses to deliver delightful support experiences across channels. Customer support experience is unique for every company and offers a moat/competitive advantage that’s hard to copy. In today’s hyper competitive world, it’s not enough to just have a good product. Having an exceptional customer support team/system makes the company stand out from the competition. It helps brands build a loyal user base. retain their customers, higher NPS and word-of-mouth marketing. It not only bridges the gap between customers and the brand but also helps in driving new product features. Verloop’s automated customer support enables businesses to run a 24x7 support channel for the customers across channels like WhatsApp, web, in-app and Facebook Mes-
SMARTSMB / Sept-Oct 2020
TALKPOINT
senger, in the language of their choice. Customers get personalised responses which then connect with the businesses’s backend infrastructure to answer customer queries and solve the problems they are facing.
actionable insights with all the data and visualization tools they need to measure and analyze from a centralized dashboard. Some of the key reports and dashboards we power offer an insight into metrics of quality, time and conversion.
At the heart of Verloop.io is a machine learning system that understands customer problems using Natural Language Processing, processes the customer demands and then generates personalised responses to delight the customers.
All our visualizations, dashboards and raw reports are built into the platform.Verloop also provides the ability to fetch/ send data into customers other softwares such as CRM programmatically via APIs.
Businesses use Verloop to respond to customers, manage subscription renewals, answer post-sales queries, generate refunds, re-issue policies and many other use-cases across retail, BFSI, Real Estate and Travel verticals in 11 languages.
Is there an App version for decision-makers on the move?
Elaborate if AI is a key element in this solution? Verloop.io heavily relies on Artificial Intelligence and Machine Learning to deliver delightful support experience to the brand’s customers. We have built our proprietary Natural Language Processing models for various verticals and languages that we operate in. Along with this, we keep heavily investing in various cutting edge technologies like Named Entity Recognition, Natural Language Generation and likes. We are establishing an AI focussed R&D centre in Abu Dhabi to further improve the platform and deliver better results to our customers. Discuss if solutions are delivered as is or customized? Customer support is key to every brand and derives heavily from the brand persona and how they have been catering to customers so far. Any non-customised solution will feel generic and lack the soul of the brand leaving a lot to desire in terms of support experience. For the same reason, Verloop. io works closely with brands to optimise the machine learning models and ensure the conversation flows to exactly fit the tonality and sentiments of the brand.
Yes, to the always on the move decision makers, Verloop app provides access to key metrics that matter and conversational insights on Android and iOS apps. In addition to this, customer support agents can use a dedicated android app for the conversation on the go. The Verloop chat widget/bot can also be embedded into the client’s app via Verloop’s mobile SDKs. Does your software enable integrations with other vendor products? We strongly believe in giving the freedom of choosing partners to businesses and work extensively in enabling data interoperability. For the same reason, we deeply integrate with companies like Zendesk, Salesforce, SAP and Oracle to
"Verloop.io heavily relies on AI and Machine Learning to deliver delightful support experience to the brand’s customers." enable seamless flow of customer information and deliver great experience.
While being a SaaS, we provide a “Sandwiched Data Model” that adopts the brand persona and resembles closely with the manual customer support of the brand. In addition to this, as the businesses use Verloop.io, our system further learns from the agent conversations and fine-tunes its responses to deliver a unique brand experience.
We believe CRM and support ticket systems to be more partners in the journey and less of a threat. Some features do overlap, but the key value proposition is different.
Are these SaaS-based and delivered via a public cloud?
With millions of consumers preferring to stay at home, online support queries have continued to shoot up and even after economies have opened, queries have remained at the Covid levels. Also, the impact of COVID–19 on customer support needs to take into account the emotional energy needed to work effectively during a global crisis. In uncertain times like these, Customer Support has become more important than ever before. Cost of retaining a customer is always lower than acquiring new customers. Companies can do so by providing great support experiences in the trying times like these. This will lead to better loyalty from the customers and earning them for life.
Verloop.io is hosted on Public Cloud and delivered to customers as a SaaS. We work very closely on data security and comply with all the local laws to enable businesses deliver delightful support experiences, securely! We are a ISO 9001:2015, 27001:2013 certified and fully comply with GDPR laws. Discuss the analytics support the software provides? Verloop.io provides unparalleled visibility into bot, agent, and customer behavior. We help brands generate real-time,
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How do you see the importance of such solutions especially in a COVID hit economic scenario?
Sept-Oct 2020 / SMARTSMB
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IOT
WHY FOCUS ON IOT SECURITY Greg Day, VP and Chief Security Officer, EMEA, at Palo Alto Networks discusses the importance of focusing on IoT security From Doorbells and Fish Tanks to Nuclear Reactors:
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s the world grows ever more connected, all our devices are becoming linked together. The activity tracker on my wrist wirelessly uploads data to my smartphone, which in turn controls entertainment hubs in the connected cars out on the drive. That same mobile device is the hub of most of my business connections – contacts, email, video conferencing – you name it. Doorbells, thermostats and even fridges are joining the connected world, exchanging data and instructions with smartphones and other devices. This network – the Internet of Things – is set to grow massively as microchips are embedded into billions of previously “dumb” objects. From rubbish bins to robots, washing machines to production lines, a wide variety of objects and devices will share data through an internet connection. The arrival of 5G is spurring better connectivity than traditional fixed networks while at the same time empowering huge volumes of connected devices, allowing wireless connectivity on a massive scale. But having so many devices and objects wirelessly networked creates huge security risks, since any network is only as secure as its weakest link. In the connected world, a $1 sensor can be connected to a billion-dollar network. Cheap microchips are placed on objects to act as sensors measuring data such as heat and wear and tear. The sensors are small, light and inexpensive. But they typically lack any type of security system. In one famous hack, attackers entered a casino’s digital network by gaining access to the personal data of high rolling clients via a thermal sensor in the fish tank in the lobby. The attack was uncovered by cybersecurity experts but only after data
SMARTSMB / Sept-Oct 2020
had been exfiltrated. This shows that unguarded Internet of Things sensors create a world of dangers, opening up more entry points through which attackers can break in.
Bang Your Fists
While chief executives, finance directors and operations departments rightly focus on the mouth-watering commercial opportunities offered by the connected world, they must also stay alert to the increased threat of security breaches. Chief information officers and chief information and security officers should be banging their fists on the boardroom table, insisting on risk assessments, visibility and segmentation. As ubiquitous connectivity expands, large companies will find the number of devices connecting to their networks will grow from thousands to millions. The risks will spiral, and companies will need high-level artificial intelligence and machine learning tools to keep track of all these devices. They will need equally sophisticated technology to scan connected devices for security threats.
Get Over the Terminology
CIOs and CISOs have the task of educating their boards of directors about the risks of connectivity and delineating the solutions and budgets necessary for security. The first place to start is with terminology. To my mind, the term “Internet of Things” gives a false sense of security. It’s a promotional term. Businesspeople tend to associate IoT with consumer items such as FitBits and fridges. They imagine IoT is distinct from the Industrial Internet of Things (IIOT) which
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You Need Visibility
A further challenge lies in the plethora of protocols and languages connected devices use to send and receive data. Artificial intelligence and machine learning software can read and translate these languages. But with new devices and services launching every day, this is a moving target and software must be regularly reviewed to deliver the most effective monitoring. An important step in securing a network is identifying the company’s most essential activities and putting protections around them. For manufacturing companies, the production line is the key process. Essential machinery must be segmented from other parts of the company’s internet network such as marketing, sales and accounting. For most companies, just five to 10% of operations are critical. Segmenting these assets is vital for protecting strategic operations from attacks.
Greg Day
VP and Chief Security Officer, EMEA, Palo Alto Networks
controls robots and production lines and other industrial networks such as as Operational Technology (OT) and Industrial Control Systems (ICS). These industrial networks include, for instance, those used in nuclear power stations, which were the target of the famous Stuxnet attack. Today, these systems are completely segmented. But part of the power of making things smart is being able to connect them to other things – to enable even smarter systems. As everything becomes more connected, consumer IoT could easily become a gateway into industrial networks. A company might install a smart vending machine in its office block and wirelessly connect it via the internet to a supplier to restock the contents. The vending machine would likely be on the same computer network as the building management system that controls the air conditioning and other functions. But this makes them vulnerable to human error, such as temporary connections that are done to save time, which are then never removed. Or the business might see value in the industrial and the business networks becoming connected – again creating a risk. In such cases, something as simple as an illicit software update uploaded to the autonomous vending machine could potentially send code to the manufacturing plant and shut it down, causing millions of dollars of damage. That may sound like a doomsday scenario, but it is absolutely feasible. Such attacks have already been mounted on cash point networks, where attackers have injected code into the network to redirect funds.
One of the greatest risks of the connected world is that something quite trivial, such as a cheap IoT sensor embedded in a doorbell or a fish tank, could end up having a huge impact on a business if it gets into the wrong communication flow and becomes an entry point for a cyberattack. To address these risks, segmentation should be at the heart of every company’s connected strategy. That means defining the purpose of every device and object linked to a network and setting boundaries, so it only connects to parts of the network that help it serve that purpose. With 5G, a system known as Network Slicing helps create segmentation. Network Slicing separates mobile data into different streams. Each stream is isolated from the next, so watching video could occur on a separate stream to a voice connection. This breaks the system down into manageable sections which also enhances security by keeping different operations separate and segmented. In order to achieve general segmentation in their business, companies need to constantly analyse all of their connections, devices and connected items and have a clear idea of the purpose of each.
It’s About Ubiquitous Connectivity
To my mind, the term IoT trivialises connectivity without hammering home the dangers. Business executives tend to have differing notions of what constitutes IoT. For some, it includes a home printer connected to a computer; for others it extends to building management systems and smart energy meters; others understand its connections to industrial networks. Such confusion undermines the task of securing and segmenting every item connected to the network. That’s why I prefer to speak about ubiquitous connectivity, as this emphasises the interrelated nature of our devices. IoT is promoted as a profit-boosting business opportunity without mentioning the risks. Ubiquitous connectivity helps executives understand that there are also security risks associated with connectivity, so they can grasp the importance of building visibility, monitoring and segmentation into their strategies. Sept-Oct 2020 / SMARTSMB
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CYBER SECURITY
PHISHING IN A PANDEMIC Aamir Lakhani, Global Security Strategist and Lead Researcher for FortiGuard Labs discusses how to combat Social Engineering Attacks
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ver the past few months, threat intelligence teams around the world have been tracking a significant increase in phishing attacks. These attacks coincide with a temporary drop in more traditional attacks, indicating that attackers, like workers, are modifying their efforts in order to accommodate changes due to the pandemic. In fact, our recent Global Threat Landscape Report details this and more. More people are now working from home, and they are connecting back into the office from their home networks, and quite often, using their personal computers. Attackers are looking to target these users’ devices as a way into the corporate network or cloud. They attempt to lure unsuspecting victims into going to malicious sites, clicking on malicious links, or providing personal information via email or over the phone. They do this by impersonating legitimate organizations, such as the Centers for Disease Control and the World Health Organization, and offering fake informational updates, discounted masks and other supplies, and even promises of accelerated access to vaccines. Similar attacks target healthcare workers, political movements, or even the recently unemployed using the same sort of tactics. Of course, such tactics are not new. We regularly see spikes in social engineering tactics around major events and catastrophes. Criminals respond to hurricanes and other natural disasters by pretending to be relief organizations, and major sporting events such as the World Cup where they
SMARTSMB / Sept-Oct 2020
lure victims with promises of discounted tickets or free streaming services.
Social Engineering Works The reason that social engineering – an attack strategy that uses psychology to target victims – is so prevalent, is because it works. According to Verizon’s 2019 Data Breach Investigations Report (DBIR), nearly one-third of all data breaches involved phishing in one way or another. Cybercriminals are opportunistic, and they constantly prey on the only vulnerability that cannot be patched – humans. It is a perpetual bombardment, every minute of the day, 24x7x365. And the odds are in the favor of the attacker, because they only need one unsuspecting person to click on a malicious link or attachment to open up the gates into the corporate network. And the truth is, nobody is immune – from entry-level employees, contractors, and interns at one end, on up to the C-Suite at the other. Business partners can also be indirect targets, mining them to obtain information to soften up targets. And for those of us now connecting to the office through our home networks, even our children are potential targets. Even seasoned security professionals get caught off-guard, in part because attack tactics have become more sophisticated. The goal, of course, is to gain access to our networks and sensitive information, either to steal it, corrupt it, or hold it for ransom. Most often, however, spear phishing is just the tip of the attack, and can easily go unnoticed by a victim who has been compromised.
Training Alone is Not Enough Of course, cybersecurity awareness has grown – up to 95%
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of employees now receive phishing training so they can learn to spot suspicious emails. This is important progress, as most breaches start with a phishing email followed by an unsuspecting employee who opens a malicious file or clicks on a bad link. Despite this training push, however, the number of employees that can tell the difference between a legitimate email and a malicious one remains frighteningly low. That’s because cybercriminals are experts at the art of masquerading, manipulating, influencing, and devising lures to trick targets into divulging sensitive data, and/or giving them access to our networks and/or facilities. There are two challenges at play here: employees are not taking cybersecurity seriously, and cyberattacks are getting even more sophisticated. For example, there are still far too many employees who never change their passwords, and two-thirds who still do not use a password management tool. At the same time, years of training people to identify phishing emails, avoid clicking on suspicious links, and follow best practices with their passwords have not panned out the way InfoSec professionals would have liked. The thing is, people know they need to use complex passwords, but they still use obvious choices that hackers can easily guess or discover by simply browsing a target’s social media sites, such as their pet’s name, the name or birthday of their child, or the year they graduated from college. The problem is not awareness – it is rooted in human behavior. Safe password practices – using long passwords with non-sensical characters and numbers, for example – take extra effort to implement. And when it comes right down to it, employees have shown that, for whatever reason, the extra effort is not worth their time and energy.
Security 101: It’s All About People, Products, and Process The first step is to help employees feel like they are part of the security team. Helping them understand the repercussions of a security event, and how it can personally affect them, is a good place to start. Seeing connections such as these – between safe cybersecurity practices and the positive impact they feel they are making when everyone is engaged and responsible – should lead to direct improvements in how people behave when they are confronted with suspicious cyber behavior or questionable email or websites. Next, give employees the tools they need to succeed. For example, in most organizations there is typically no easy way for employees to manage a multiplicity of complex passwords. If they choose to use a password management program, one which generates and manages complex passwords, it is only because of their own initiative. And finally, change the process by taking as much of the risk out of their hands as possible. Organizations need to update email security gatewayswith sandboxing and content disarm
Aamir Lakhani
Global Security Strategist and Lead Researcher, FortiGuard Labs
and reconstruction (CDR) tools to eliminate malicious attachments and links. They need to use web application firewalls to secure access to websites and identify and disable malicious links or embedded code or deploy cloud-based solutions and endpoint detection and response (EDR) tools so users are protected both on- and off-premise. They also need to add proactive access controls to ensure that connections originating from compromised home networks and personal devices can’t be used as a conduit for an attack.
Final Thoughts on Fulfilling Security Responsibilities Regardless of the details, the most important key to improving an organization's risk profile is still getting employees involved, one way or another, in accepting and fulfilling their security responsibilities. With training, the right tools, and effective processes, including support from top-tier company leaders, security teams can help everyone take cybersecurity seriously — and take a serious bite out of cybercrime. Sept-Oct 2020 / SMARTSMB
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BANKING
Digital transformation through collaboration has never been more vital opines Nicholas Wright, Sales Director, MENA Region, Saxo Bank
SINK OR SWIM?
C
hange is the only constant in life. Never has this been more apparent than during the Covid-19 outbreak. In the financial services space, change is driving much-needed digital transformation and improvements to the customer journey experience in the Middle East. MENA financial services firms, especially in the GCC, are at a frontier stage compared to the developed markets of Europe, Asia and North America. Governments are now recognizing the importance of creating financial centres, not only to develop economies away from oil-based revenues, but also to improve the region’s standing in the world. Regional fintech investment is growing at a rate of 64%, more than twice the global rate of 26%, boosted in part by the two fintech accelerator hubs in Dubai and Abu Dhabi. Strategic efforts are also being made by the governments of Bahrain and Saudi Arabia to attract fintech companies and encourage collaboration in financial services.
If companies want to offer a global service, they need to expand their proposition and invest in technology that delivers a seamless customer journey as well as a truly global offering. But how do banks and financial institutions provide clients with products and services to reflect the ever-changing digital journey without exploding Capex and Opex?
Evolving business through collaboration The only effective way to evolve a business, unless you are a multinational with huge resources, is through collaboration. Financial institutions must explore external partnerships to innovate, initiate technological changes and improve customer experience as digital consumption increases post-Covid-19. Partnerships in financial services are not a new trend. Saxo Bank has been championing collaborations since our first technology-driven white-label partnership with another bank in 2001. In these two decades, fintech players have evolved from disruptor status, and are now viewed as vital collaboration sources for companies eager to accelerate their digitisation.
To ensure their long-term survival, MENA financial services firms must also tap into the growing appetite for digital solutions and take advantage of rapidly changing customer behavior to innovate their offerings. More than 70 percent of people in the GCC now use smartphones, and this represents a substantial opportunity for forward thinking companies to offer more and better digital services. Simon Fisher Executive Vice President - Gulf, ACE Group Clients of investment and wealth management services are It is simply not realistic, or feasible, for banks to indealso no longer content to invest locally. They are increaspendently build great technology solutions across their ingly looking for global services and access to international value chains when partnerships can provide instant techmarkets from a single provider. nology and market access to service end clients.
The bank of the future
SMARTSMB / Sept-Oct 2020
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The flexibility of an open model makes it easy to add new services without adding huge costs and complexity. It also means that banks and financial services firms can focus on core competencies, whether investment banking, fund management or trading, while the fintech partner supports the digitisation of the client journey. In 2018, a survey of Middle East CEOs by PWC showed that 56% of CEOs were exploring strategic alliances or joint ventures to drive corporate growth and profitability. We expect this figure to be much higher in a post-Covid landscape.
The symbiotic relationship of collaboration It is important to distinguish collaboration from supplier/ vendor arrangements. A true collaboration delivering innovative new products, services or improved customer journey involves all parties experiencing success. It is a symbiotic relationship - each party must have ownership of their piece of the project and equal investment in a successful outcome. As the saying goes, you have got to have skin in the game to be really committed to a partnership’s success.
Models of collaboration This utopian model of collaboration - where all parties are compensated from the revenues of success - is not a myth, as evidenced by our long-standing collaboration with Italy’s Banca Generali. This partnership enables Banca Generali to offer best-ofbreed online trading and digital services to Italian clients trading and investing autonomously, and to existing private clients through financial advisors utilising the Saxo Bank platform and technology. With Saxo Bank receiving unique access and distribution, our partners secure state-of-the-art products, platforms, pricing and service and full value-chain support. We call this: Banking as a Service. Banca Generali originally had three options: build its own system, buy external services or partner with a fintech specialist. This third option was Banca Generali’s most effective and efficient route to achieve its digitisation ambitions. It was a win-win for two organisations equally committed to shared success. Partnerships can also be built on a hybrid model whereby a specialist fintech is brought in to execute a project. Under the hybrid model, the fintech specialist may request some compensation upfront to support the rollout work, with further returns based on growth and achieved targets made possible by the successful technology implementation.
Nicholas Wright
Sales Director, MENA Region, Saxo Bank
Whether an equal-investment partnership or a hybrid model, the agreement requires extensive due diligence by both parties; it is comparable to an acquisition. A partner should be selected on its ability to deliver the right solutions, but never forget the importance of shared values.
Collaborate to survive The first step for any company looking to digitise its business through a collaboration is to assess company strategy and recognise the areas of business that need digitisation and innovation. The second step is to come to terms with the reality that the company no longer needs to own all segments of the business. The third step is to partner with a fintech specialist to deliver the required digital innovation. For incumbent institutions weighed down by bureaucracy and long histories of owning all aspects of the business, these steps may require a management paradigm shift. But post-Covid-19, the marketplace will undoubtedly be different, and partnerships are now inevitable for financial institutions to survive and grow. Institutions reluctant to collaborate on digital transformation will find themselves not just struggling to swim, they will be sinking to the bottom. Sept-Oct 2020 / SMARTSMB
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CUSTOMER EXPERIENCE
IS WHATSAPP FOR BUSINESS A STEP TOWARDS BETTER CUSTOMER EXPERIENCE? Isha Farha Quraishy, Customer Success Manager at Finesse, Dubai and Priyanka, Pre-Sales & Technical Consultant at Finesse Global discuss what makes WhatsApp for Business such a hit, and why you should be using it (if not already). Since its launch in 2009, WhatsApp has emerged as the go-to messaging app for 2 billion consumers across 160+ countries. Fast, easy-to-use, reliable and secure - WhatsApp has become the choice of messaging globally. As a business, you would also have heard of how WhatsApp for Business has become the talk of the town. It is one of the most trending and highly effective communication platforms, being rapidly adopted by businesses.
App vs API Since its acquisition by Facebook in 2014, WhatsApp has released two new products - WhatsApp Business App (Jan 2018) and WhatsApp Business API (Aug 2018). Often used interchangeably (note the letter difference, App vs API), WhatsApp Business App and WhatsApp Business API differ in the capabilities they offer. WhatsApp Business App is built keeping a small business owner in mind. The app provides businesses a presence on the WhatsApp platform, thus allowing them to communicate with customers more efficiently. Already used by over 50 million users worldwide, WhatsApp Business App is here to stay. Free to use, the app can only be used on one device by one user and is limited in automation. WhatsApp Business API, on the other hand is targeted at medium and large businesses. The WhatsApp Business API is designed for companies that receive a large volume of messages, which the Business App cannot handle. Also, the WhatsApp Business API provides advantages for enterprise businesses - including automation and integrations with an enterprise software stack (like CRM, AI and Analytics). Due to the expanSMARTSMB / Sept-Oct 2020
Isha Farha Quraishy
Customer Success Manager, Finesse Global
sive capabilities that come with the API, it is a paid-for product. To ensure a high-quality experience for businesses and users alike, integration of this API with your business requires you to partner with one of Facebook's global business solution providers. Why is WhatsApp for Business such a hit? WhatsApp for Business has been a hit with both businesses and its customers. Below points cover the main aspects why businesses vouch for the platform's tremendous success. 1. WhatsApp is where your customers are!! SMS and emails are dead (or close to be)!! With close 2 billion
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users using WhatsApp globally and 60 billion + messages exchanged daily, WhatsApp remains the undisputable leader in the messaging apps market, and also customers' preferred channel of communication. Communicating with customers on their preferred channel of communication reduces a huge learning curve for the customer, thus enabling clear communication with the business. Businesses are benefitted by the customer's familiarity using features on the platform like URLs, media, emojis, documents and locations. So prevalent is the WhatsApp platform, that during the ongoing Covid pandemic, WHO has launched the World Health Organisation's Health Alert on WhatsApp. 2. Be with your customers at all times Why wait for an IVR, customer care personnel or an email response, when a customer can get information, they need quickly through the WhatsApp platform? The platform can be programmed to serve customers in certain use-cases in real-time - thus acting as a great enabler in reaching to customers quickly and effectively. Real-time (and timely) alerts and notifications are sent instantaneously, while most common FAQs can be fed into the WhatsApp platform, and can be relayed to the customer in real-time. 3. Customers get more done through a two-sided conversation Recent studies show customers are more comfortable with conversations. Customers ask questions on the platform as they would be inquiring over phone or at a physical store. Through careful integration, WhatsApp allows businesses provide a two-sided conversation with its customers - thus increasing customer engagement. 4. Connect with customers through your brand When customers interact with your business on WhatsApp, they are welcomed through your business profile - a unique, branded business identity they relate to and trust. This level of customization also gives you the opportunity to inject your brand personality into each interaction with the customer your brand can get creative in your conversations with customers using your brand's photos, videos, and tone of voice. 5. Be Global and yet be Local with WhatsApp API Businesses wishing to use the WhatsApp Business API in global geographies need to provide a local number (landline, mobile or even toll-free) and are allowed to utilize the language of choice to communicate with customers in these locales. For global businesses or those looking to go global, WhatsApp is the definite go-to messaging platform. 6. Saves money for the business Up to 80% of inquiries to the customer-care can presently be automated, allowing your teams to manage more tickets with fewer resources and conversations can be easily handed over to a human representative whenever necessary.
Priyanka
Pre-Sales & Technical Consultant, Finesse Global
This frees up your customer service representatives to focus on high-value or complex tickets which need human support. 7. Engagement through secure means Most important - a verified business profile from WhatsApp provides businesses and customers a secure and trusted channel to work with. Both the business and customers are assured of a safe and secure channel to communicate. WhatsApp gives strict attention to protecting customer privacy with constant updates to its end-to-end encryption, thus taking away a major headache for businesses.
Conclusion WhatsApp for Business was launched in early 2018, and its success was warranted, given its huge userbase. But careful implementation of the platform made the early adopters of the WhatsApp platform super-successful and be better at engaging customers better, especially during the ongoing Covid pandemic. Facebook marketing went mainstream in the early 2010s, and its benefits to businesses is for all to see. If your business is not already on WhatsApp, rest assured your business needs to be there. Properly implemented, WhatsApp for Business helps your business tremendously by building a unique customer experience - one which will bring you much closer to building that perfect customer experience - the Holy Grail of businesses globally. Finesse is a leading system integration company operating across Middle East & India, providing digital transformation solutions including for AI & Chatbots, BI & Analytics, Blockchain, Cloud, CRM & CEM, RPA, Managed Services, among others. Sept-Oct 2020 / SMARTSMB
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DIGITAL TRANSFORMATION
FROM RISK REDUCTION TO UNLEASHING NEW POSSIBILITIES
Daniel Fried, General Manager (GM) and Senior Vice President (SVP), EMEA and Worldwide Channels, Veeam discusses the importance of looking at digital transformation objectives in terms of smaller and more solvable problems 2020 will surely be looked back on as a watershed moment for the role technology plays in our lives as well as business. But even before this year, Digital Transformation (DX) was becoming a critical priority. In 2019, IDC predicted that direct DX investment would approach $7.4 trillion between 2020 and 2023. In its Worldwide Digital Transformation Spending Guide published in May 2020, IDC noted that despite the challenges presented by the pandemic, spending on DX technologies and service will grow by over 10%. The resilience of this market in light of economic turbulence is a strong proof point for the importance businesses place on the need to digitise. Further to this, the Veeam 2020 Data Protection Trends Report found that almost one-third (30%) of organizations globally are in the early stages of implementing or planning DX. SMARTSMB / Sept-Oct 2020
Clearly, DX is not only a significant investment, but a huge undertaking requiring clear objectives, strategy and buy-in from the business. Understanding these challenges and breaking them down into smaller, more solvable problems can provide a welcome sense of perspective.
Managing resources appropriately Of the so-called barriers to transformation, one of the most relatable is lack of time and lack of budget. According to our research, almost half (47%) of IT decision makers in EMEA businesses said lack of IT staff skills or expertise is preventing or has prevented their organization moving forward with DX. Almost a quarter (24%) stated that they do not have enough staff to work on new initiatives: the most impactful data management and protection challenge their business has. Lack of budget to support new initiatives was a close second, with 23% of EMEA decision makers citing this as the most impactful challenge. There are a number of reasons organizations may feel they do not have enough time or people to execute on DX. Firstly, they do not have the available human resources to work beyond the day-to-day tasks which keep the business running. As businesses become more virtual entities with more employees working from home, and the output of a business ‘living’ in the cloud, keep-
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ing the lights on becomes an even more time-consuming operation. Secondly, businesses may not have the right skills onboard to execute a technology strategy aligned to their business objectives. The European Commission’s Digital Single Market report highlights that 40% of European businesses have difficulties finding ICT specialists. This year we are due to hit 500,000 unfilled professional ICT vacancies in Europe alone. While upskilling is a must, organizations will not gain value from doing so reactively. The pace of change is such that businesses must take a much longer-term view of where they want to be digitally and understand where best to invest resources at the right time. For instance, hiring a CIO when what you really needed a Sys-Admin or vice-versa can set this journey back. Furthermore, IT skills within the business must be used economically. With the abundance of software available to automate processes like backup and replication of data, an organization’s best IT brains can be put to much better use than performing these tasks manually. This time could be spent configuring cloud-based applications that will save employees’ time or reallocating data to more cost-effective storage environments. Doing so means businesses can look at increasing ROI from their technology investments at the same time as ensuring business continuity.
Data protection, security and governance One of the biggest threats to business continuity is, of course, cybercrime – most notably ransomware. A report produced by Cybersecurity Ventures claims that an organization will fall victim to a ransomware attack every 11 seconds in 2021.Given that the average ransomware payment being made jumped by around one-third at the start of 2019 to $111,000, it is a key item on every CIO’s agenda. This supports our recent report, which found that almost one-third (31%) of EMEA decision makers saw cyber threats as the number one challenge that will impact their business in the next 12 months. Organizations should not view increased exposure to ransomware as a hindrance or a negative side-effect of DX though. As with any technology rollout, employees require training and upskilling to make the cultural transitions required by company-wide transformation. This includes education on dealing with cyber-threats to ensure cyber-attackers are not being through to a business’s network via phishing links. Embracing Cloud Data Management as part of DX can, in fact, help businesses remediate and mitigate ransomware. This is where we come full circle and start talking about unlocking the power of data as well as protecting
Daniel Fried
GM & SVP, EMEA and Worldwide Channels, Veeam
it. The data management industry often sees itself and is seen by others as a risk reduction. As the leader in Backup solutions enabling Cloud Data Management, Veeam helps its customers ensure data is backed up, replicated and recoverable across its entire IT and cloud provision. What businesses must also focus on is unleashing the potential of its data by taking advantage of the flexibility and performance capabilities of hybrid IT. By managing resource intelligently and understanding where in-demand IT skills are best spent, as well as what tasks can be automated to free up human brainpower, organizations can reap the benefits of DX. Whether that’s enabling a truly remote workforce, driving new revenue through services delivered via the cloud, or consolidating cost. While DX is considered a panacea rather than something that has a definitive end-point, the positive outcomes organizations can achieve are clear. Cloud Data Management provides the foundation for businesses to unlock and use their data rather than struggle to protect and bury it. This is the first step to building a digital business that is fit-for-purpose in the post-2020 world. Sept-Oct 2020 / SMARTSMB
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TECH WATCH
NUCLIAS CONNECT HUB - DNH‑100 Manage the network remotely with the free Nuclias Connect app. Instantly detect your devices in the network and push configurations remotely by using the app’s intuitive interface. Available on both iOS and Android phone.
Highlights:
Pre-loaded with Nuclias Connect centralised network management software, the professional Nuclias Connect Hub supports a large number of existing D-Link APs, and can manage up to 100 Access Points (APs). It can be deployed quickly and securely in a rack with the included rack-mounting kit and is designed to support small-to-medium business and larger enterprise network environments. The Hub features centralised monitoring and management of all wireless APs on your network. Designed to perfectly fit in network environments, the DNH-100 Hub is an inexpensive dedicated hardware option with the Nuclias Connect software pre-installed, so you don’t need to purchase and install Nuclias. The Nuclias Connect Hub offers tremendous flexibility, from easier and more secure deployments to remote AP management. The Nuclias Connect Hub is designed for businesses where privacy and security are mission-critical. User data never leaves your possession.
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Local and multi-site access point management. Accessible through the free Nuclias Connect app or standard web browser.
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Rack-mountable. Small form-factor for easy placement. Integrated hardware controller and self-contained application server in one device.
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No extra server needed. Simply add more Hubs when you want to scale up your network.
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Assign different privileges to users and conveniently configure all devices from the Nuclias Connect app or web UI.
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The display, analytics reporting, management can be customised in a variety of ways for greater control and convenience. Add your brand’s logo to your Wi-Fi login screen via the captive portal functionality.
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Centralised configurations allow network expansion of up to 100 APs per Hub which results in a lower total cost of ownership.
ARUBA INSTANT ON AP22 ACCESS POINT Small businesses are facing a number of challenges—challenges that need constant attention. The right technology can help you stay on top of them and stay ahead of the curve. Technologies like the ones found inside the AP22. To meet the increasing needs and volumes of connected devices, Aruba Instant On is announcing its first Wi-Fi 6 access point: AP22. AP22 brings higher capacity, efficiency, and performance to small businesses with dense deployments. With a maximum aggregate data rate of 1.7 Gbps, SMARTSMB / Sept-Oct 2020
TECH WATCH
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LATITUDE 7410 CHROMEBOOK ENTERPRISE The new Latitude 7410 Chromebook Enterprise, a 14-inch premium business laptop or 2-in-1 from Dell Technologies, boosts productivity with on-the-go power, sophisticated security and fast connectivity features employees need.
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The high-density batteries provide hours of usability in a compact form factor for an overall lower weight. Plus, you have the ability to charge up to 80% in one hour with ExpressCharge.
With the Latitude 7410 Chromebook Enterprise, Dell expands its Latitude Chromebook lineup – now offering a mainstream and premium option – to give companies more choice in devices without sacrificing enterprise-class scale, manageability and security. With EPEAT Gold registration, the Latitude Chromebook Enterprise joins the industry’s most sustainable commercial PC portfolioi with recycled materials, sustainable packaging, energy efficient designs and EPEAT Gold registrations.
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The privacy shutter on the laptop and 2-in-1 prevent unintentional capture of images, both accidental or through spyware, to keep unwanted parties from using your webcam.
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Has a carbon fiber shell option for the laptop and aluminum shell option for both laptop and 2-in-1. Modernized keyboard design and touchpad featuring quiet click and larger surface area for more precision and comfort.
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See every pixel with an available 4K panel option with low blue light on the laptop and reduced power drain with Super Low Power FHD panel options on both the laptop and 2-in-1.
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Up to 10th Gen Intel Core i7 processors allow for a faster app experience, improved web browsing and smoother fleet control.
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Choose from a laptop or 2-in-1, aluminum or carbon fiber, FHD or 4K screen, a long-lasting battery and up to 16GB RAM and 512GB PCIe SSD.
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Work with a 14" Chromebook Enterprise device with mobile broadband capabilities, delivering speeds up to CAT 9 Gigabit LTE. Choose Intel Wi-Fi 6 (Gig+) delivering 3x faster speeds and nextgen security to PCs and wireless networks.
AP22 access points deliver the speed and reliability small businesses need.
Highlights: •
Fast 802.11ax, 2X2:2
Delivering higher capacity and greater performance at a competitive price, the AP22 is the perfect access point for small businesses with expanding mobile, cloud, and IoT requirements. Wi-Fi Certified 6TM AP22 access points deliver faster Wi-Fi speeds, greater capacity, and reduced latency between access points and devices for a superior WiFi experience. With the AP22, you can upgrade your Wi-Fi network to boost performance across devices now, while preparing it for more mobile and IoT devices in the future. You can extend coverage to hard-to-reach spaces where Ethernet cabling may not exist.
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Wi-Fi CERTIFIED 6 (Wi-Fi 6)
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MU-MIMO performance
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Smart Mesh Wi-Fi support
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Built-in Wi-Fi router/gateway functionality
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Integrated Bluetooth
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Easy-to-use web and mobile app for setup and management
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Secure Guest Wi-Fi with simple setup
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Application classification, control and visibility Sept-Oct 2020 / SMARTSMB
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MARKET MONITOR
WORLDWIDE SPENDING ON AI IS EXPECTED TO DOUBLE IN FOUR YEARS Global spending on artificial intelligence (AI) is forecast to double over the next four years, growing from $50.1 billion in 2020 to more than $110 billion in 2024. According to the International Data Corporation (IDC) Worldwide Artificial Intelligence Spending Guide, spending on AI systems will accelerate over the next several years as organizations deploy artificial intelligence as part of their digital transformation efforts and to remain competitive in the digital economy. The compound annual growth rate (CAGR) for the 20192024 period will be 20.1%. "Companies will adopt AI — not just because they can, but because they must," said Ritu Jyoti, program vice president, Artificial Intelligence at IDC. "AI is the technology that will help businesses to be agile, innovate, and scale. The companies that become 'AI powered' will have the ability to synthesize information (using AI to convert data into information and then into knowledge), the capacity to learn (using AI to understand relationships between knowledge and apply the learning to business problems), and the capability to deliver insights at scale (using AI to support decisions and automation)." Two of the leading drivers for AI adoption are delivering a better customer experience and helping employees to get better at their jobs. This is reflected in the leading use cases for AI, which include automated customer service agents, sales process recommendation and automation, automated threat intelligence and prevention, and IT automation. Combined, these four use cases will represent nearly a third of all AI spending this year. Some of the fastest growing use cases are automated human resources, IT automation, and pharmaceutical research and discovery. The two industries that will spend the SMARTSMB / Sept-Oct 2020
most on AI solutions throughout the forecast are Retail and Banking. The Retail industry will largely focus its AI investments on improving the customer experience via chatbots and recommendation engines while Banking will include spending on fraud analysis and investigation and program advisors and recommendation systems. Discrete Manufacturing, Process Manufacturing, and Healthcare will round out the top 5 industries for AI spending in 2020. The industries that will see the fastest growth in AI spending over the 2020-2024 forecast are Media, Federal/Central Government, and Professional Services. "COVID-19 caused a slowdown in AI investments across the Transportation industry as well as the Personal and Consumer Services industry, which includes leisure and hospitality businesses. These industries will be cautious with their AI investments in 2020 as their focus will be on cost containment and revenue generation rather than innovation or digital experiences," said Andrea Minonne, senior
research analyst, Customer Insights & Analysis. "On the other hand, AI has played a role in helping societies deal with large-scale disruptions caused by quarantines and lockdowns. Some European governments have partnered with AI start-ups to deploy AI solutions to monitor the outcomes of their social distancing rules and assess if the public was complying with rules. Also, hospitals across Europe are using AI to speed up COVID-19 diagnosis and testing, to provide automated remote consultations, and to optimize capacity at hospitals." Software and services will each account for a little more than one third of all AI spending this year with hardware delivering the remainder. The largest share of software spending will go to AI applications ($14.1 billion) while the largest category of services spending will be IT services ($14.5 billion). Servers ($11.2 billion) will dominate hardware spending. Software will see the fastest growth in spending over the forecast period with a five-year CAGR of 22.5%.
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