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Paying the ransom is still the most common response to a ransomware attack

3 years ago By Real Wire

Although progress has been made, organisations are still paying out

New research from Databarracks reveals 44% of organisations that suffered a ransomware attack, paid the ransom. 34% recovered from backups, while 22% used ransomware decryption tools.

The findings come from the Databarracks 2022 Data Health Check. Running since 2008, the annual report surveys over 400 IT decision-makers in the UK on Ransomware, Cyber, Backup, Disaster Recovery and Business Continuity.

Quocirca Future of Work Study Tracks Rise of the Employee-centric Hybrid Workplace

3 years ago By Real Wire

London, UK, 27th September 2022: Quocirca today published the third edition of its Global Print 2025 study, analyzing how print and digital convergence is shaping today’s workplace. ‘The Future of Work, 2025’ reveals that post-pandemic transformation is proceeding at pace and that the role and requirements of the modern workplace are undergoing fundamental changes. As the energy crisis and ‘Great Resignation’ add increasing complexity to decisions by both employers and employees on the balance between home and office working, changes are set to continue.

The in-depth study was conducted among 1021 office workers and 521 IT decision-makers in SMBs and large enterprises in the UK, France, Germany, and the US.

UK Energy Providers Inundated with Customer Calls Due to Price Hikes, Infinity Data Reveals

3 years ago By Real Wire

London, 27th September 2022: Infinity, the global call intelligence and speech analytics platform, can today reveal that it has seen significant spikes in call volumes to utilities providers using its platform relating to energy price cap increases. Infinity’s call data shows that there was a week-on-week increase of 50.1% in calls between March 20th and 27th, the week preceding the April 1st price hike. A spike of 10% could also be seen between August 28th and September 4th, the week Ofgem announced the October 1st price cap increase.

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Why Data Transparency Leads to Stronger Customer Experience

3 years ago By Eleanor Hecks

Customer data is necessary for small businesses. It helps them understand customer wants and needs and how they interact with brands. In a world where competition is high, companies can leverage data to stand out more and create impactful experiences for customers.

Customer experience has always been the go-to strategy for businesses, and for good reasons. In a study by PwC, researchers found that 42% of consumers are willing to pay more for a better experience. 

Half of customer service calls fail due to contact center background noise

3 years ago By Real Wire

London, UK; 26th September 2022: Almost half of customer service calls are abandoned due to contact center background noise, with 42% hanging up immediately when they detect the noise.

That’s according to the team behind IRIS Clarity, the AI-powered voice isolation app, which surveyed 1,000 consumers across the UK and US around their interactions with contact centers. The results are compounded by the fact that while all respondents indicated they use voice channels in some way for their customer service inquiries, more than half (54%) said they only use it for critical issues — making voice a premium that is demonstrably failing to deliver.

Skilled Staff Shortage and Cybersecurity Concerns Drive “Super Growth” In IT & Business Services M&A, Says Hampleton Partners

3 years ago By Real Wire

London, UK – 21 September 2022. The latest global IT & Business Services M&A Market report from Hampleton Partners, the international M&A and corporate finance advisory firm for technology companies, reveals that sector transaction volume reached a record 699 deals in 1H2022, a massive 92 per cent increase year-on-year.

Miro Parizek, founder and principal partner, Hampleton Partners, said: “Many IT services players are buying up providers in niche areas to fill in gaps in domain expertise and experienced specialists.

“In parallel, staff shortages have compelled CIOs to outsource tasks to managed service firms, which are therefore now in high demand and valuable.

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