Customer Service Software: Should you consolidate ticketing, chat and helpdesk tools?
A customer emails about a delayed delivery, follows up on chat and then calls. Can the third agent see what the first two have already done? Customer service software should make that history easier to access, not force agents to reconstruct it across separate systems. For IT leaders reviewing ticketing, live chat and helpdesk tools, […]
Business Phone Systems After PSTN switch-off: comparing UCaaS, SIP Trunking and Hosted PBX
Openreach has set 31 January 2027 as the retirement date for the legacy Public Switched Telephone Network (PSTN), with BT’s ISDN switch-off following the same timetable. The deadline was extended from 2025, but Openreach’s July 2026 update confirmed there would be no further extension. For IT directors reviewing business phone systems, that does not automatically mean […]
Phishing Simulation Best Practices: How to test employees without creating a blame culture
A successful phishing simulation should not demonstrate how easy it is to trick employees. It should make the organisation harder to trick next time. As explored in our earlier Cyber Security Awareness Training: What IT Teams Should Compare buyer’s guide, effective security awareness is increasingly focused on changing behaviour rather than simply demonstrating that employees have completed […]
Managed Cloud Hosting vs In-House Infrastructure: Cost, control and operating model
Running infrastructure in-house gives IT teams control. It also gives them responsibility for almost everything that keeps that infrastructure running. Hardware, operating systems, monitoring, patching, backup, security, capacity, resilience and incident response all require expertise and time. That makes the decision between in-house infrastructure and managed cloud hosting more complicated than comparing a server purchase with a […]
SIEM Deployment: Alert tuning, log management and detection quality
Security teams today rarely suffer from a lack of data. Firewalls, endpoints, cloud platforms, identity systems and applications can generate enormous volumes of security information every day. The challenge is turning that information into something useful. A SIEM (Security Information and Event Management) platform brings logs and events together from multiple sources, normalises the data and applies […]