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Category Archives: Managed Services

telecommunication industry covid-19

COVID-19 Impact in Telecommunication Industry

COVID-19 has had a huge impact on business since its outbreak. The situation isn’t different in the telecommunication industry.

So in this article, we explore the disruptions caused by the coronavirus and its effects on the market.

But also the trends and challenges facing the telecommunication industry in 2021.

Let’s begin.

Industry Opportunities

Unlike other sectors, COVID-19 has had a positive impact on the telecommunication industry in 2020 and 2021.

The biggest opportunity came about from the ongoing shift to remote work.

As more businesses move towards the New Normal and the remote workspace, they are driving the demand for networking infrastructure and connectivity.

Because of this, many players in telecom – from broadband providers to mobile and data center operators – have profited from the surge in traffic.

So the telecom market is performing better than other industries.

In fact, the industry is projected to grow by a steady 5.4% CAGR from 2021 to 2028, according to forecasts.

Several elements impact this growth:

#1 Rising Connectivity

telecommunication industry school coronavirus

According to the International Telecommunication Union (ITU), there were an estimated 4 billion Internet users at the start of 2020.

Of those users, 3 billion are located in developing countries. But that means that there are another 3 billion people around the world who remain disconnected.

As these people gain access to the internet, the impact of digitalization will only spur the growth of the telecom market in the future.

#2 Increasing Reliance on Technology

When the coronavirus pandemic first emerged in 2020, quarantines, social distancing, and national lockdowns meant people had to rely on technology to remain connected with one another.

This wasn’t reserved only for business, but people relied on the internet, voice, and video communication to remain connected in their personal lives, as well.

This means that the flow of traffic and data on the internet tripled overnight in 2020, and it’s unlikely that it will drop significantly in the coming years.

#3 Emerging New Technologies

Innovations like 5G network connectivity, the Internet of Things, and big data are all major telecommunication industry economic factors.

As these new technologies emerge, they will need a global optic change, a new network infrastructure, and ongoing telecom management to support them.

This is also where the communication sector’s biggest risk has appeared:

telecommunication industry coronavirus

Telecommunication Industry Challenges

Despite the tremendous market growth, telco disruption was a big deal in the wake of the COVID-19 pandemic.

The area of the industry that was hit the most by the virus was the optical communication assemblies.

Here, we’re talking about the network cabling suppliers that provide the necessary fiber optic cables and components for the development of high-capacity bandwidth infrastructures.

In fact, as a direct result of the pandemic, the global production of fiber optic cables dropped by 25% in 2020. Most notably in the Chinese province of Wuhan, where cable assembly and other operations take place.

At the same time investment in the area of telco network development has also dropped by -1.4% in 2020.

Because of that delayed delivery of network components, 5G and fiber optic network build had to be delayed until the end of the pandemic.

Likewise, telecommunication suppliers had to lower the quality of mobile and communication networks – including putting data caps and suspending users – to accommodate the growing traffic.

This has come at a bad time, as most companies have adopted the remote workplace model.

But at the same time, the remote workspace environment hurts telcos and customers alike.

Some telecommunications elements cannot work or suppliers can’t duplicate them easily which opens up network infrastructures to cyber attack and lowers their security.

So in 2021, the goal will be to overcome these challenges, and there are already new solutions on the horizon:

New Telecommunication Trends

telecommunication industry impact covid-19

The latest trends in the telecom sector cover all areas of the industry.

From workforce, through finance, to supply chains, here are the top emerging trends to look out for in 2021 and beyond:

Crisis response

For the time being, the telecommunication industry and IT services are cutting down on business development, especially when it comes to building new infrastructures.

This is helping companies take steps to provide continuous delivery of critical bandwidth speed, connectivity, and data flow.


To overcome security threats in the remote workplace, telecom suppliers are investing more money into cybersecurity services.

This is helping them and their customers make the transition to the remote environment, without compromising the security of their technology.

Operations and Supply Chains

Because of their inability to expand their networks, telecom businesses are taking a step back to reassess their supply chains and operations.

This is helping them uncover wasteful processes and weak links that affect connectivity, including using data mining and analytics to identify customers that are most likely to be affected.


Despite the market growth projections, many are taking a closer look at their financial reports to cut costs and avoid additional debt loads.

This is helping them audit their spending and capital expenditure, which in turn allows them to remain solvent and develop new financial projections in line with the COVID crisis.

Brand Strategy

Lower bandwidth speeds and issues with data flow and connectivity have been a major telecom disruption to brand reputation.

To minimize any long-term impact, companies have reevaluated their cost structures and are investing more capital in their operational resilience, job security, and B2C relationships.

New Network Infrastructures

Despite manufacturing and supply chain delays, the telecommunications industry is still planning to move towards 5G connectivity and expand the global fiber optic cable network.

It is only a matter of time before the industry becomes stable enough to move forward with these plans.

The question isn’t if it will happen, but when, and businesses across the board have to be prepared for this change.


Are you ready for these new trends in telecommunications?

If not, don’t worry. We can help you with that.

At Demakis Technologies, we provide network cabling services that help you develop tech stacks and infrastructure to support these latest trends.

Please CONTACT US to get in touch with one of our professionals who can explain everything and help you make that transition, step-by-step.

shared and managed services

Shared Services vs. Managed Services

In today’s article, we will be discussing shared services vs. managed services.

Specifically, we will explore:

  • What shared and managed services are
  • What makes each model unique
  • What makes them similar
  • Why people usually confuse one with the other
  • Which solution may suit your business the best

So if you’re looking to get actionable tips about shared and managed services, you’ll enjoy reading this article.

Let’s dive in.

What Is Shared Service Management?

Shared Services or Shared Service IT Management is a business model. It’s an umbrella term used to describe divisions (i.e. HR, IT, Finance, Administration) that merge or share various company assets and/or resources (processes, technology, strategies, practices, or teams).

Typically, teams within an organization perform similar tasks, especially when it comes to fulfilling internal and external service requests.

To complete these requests, teams have to work together and communicate. It also means there’s a lot of crossover:
For example, when ordering a laptop for a new staff member, the request will demand that IT, Finance, and Office Management work in tandem.

Shared IT Services best serve startups and small-to-medium businesses (SMBs), because of the increased flexibility.

Companies can improve efficiency across teams and divisions, while relying on limited resources to improve the speed of fulfilment and service experience.

What Is a Managed Services Model?

managed services model

The Managed Services Business Model involves outsourcing a specific business function or process to an outside team or service provider. Once acquired, the third-party provider is responsible for maintaining those operations and anticipating the needs of the company in that department.

For example, many startups use the managed services model to acquire essential IT support (be it general IT managed services, or specific sub-processes such as cybersecurity).

The managed services delivery model empowers companies that lack the expertise, assets, or infrastructure to obtain them without investing in their development. Instead, it buys them as a service from a third-party provider.

So, what is a managed service?

In simple terms, it’s a type of advanced outsourcing where the provider assumes complete control and responsibility over those processes.

So what makes these business models unique?

Managed Services vs. Outsourcing

In IT, Outsourcing involves transferring tasks, processes, or entire product development projects to an outside company.

Typically, outsourced teams are contracted per job. They are external partners that rely on input from the company that hires them and oversees their work according to predefined strategies, milestones, and goals.

On the other hand, a managed service provider is much more independent. As experts, these companies have complete control over the operations they’re tasked with doing.

In a way, they become an extension of the company that assumes responsibility over daily tasks, while remaining autonomous in how they do it and lending their experience when defining the tasks themselves.

You can think of it like this: 
An outsource team is responsible for developing your company’s new app, while a managed IT service provider ensures the tech infrastructure can support the app across your systems once it’s done, as well as all other business operations. 

Shared Services vs. Outsourcing

it outsourcing vs. managed services

Typically, shared services in IT and outsourcing don’t exclude one another. In fact, in most cases companies rely on a hybrid model.

To use the previous example:
A company may outsource its app development to an external team, while internal divisions work in tandem to oversee the project and provide them with the resources and input they need to develop the app.

Shared Services vs. Managed Services

Here’s where things get a little bit difficult. It’s also where all the confusion stems from, since most companies that have either of these models use them for tech-enabled services.

So, what are tech-enabled services?

Tech-enabled services is a term that describes several types of providers in IT:

What’s the difference between tech-enabled services vs. managed services?

Managed services can be tech-enabled services, while they don’t necessarily have to follow a managed services model.

For example, if you buy a SaaS solution, you subscribe to use the software. The SaaS provider is responsible for maintaining the software, but not operating it.

With a managed IT service, the provider can use and subscribe to SaaS solutions and is also responsible for using them to complete operations it was hired for.

Now, we come to the main question from the beginning of this part: what’s the difference between shared and managed services?

The simple answer is: Shared Services aren’t fully outsourced services, while Managed Services are.

So, while you’ll use internal and external teams to develop and integrate the app (from the example we’ve used), a managed service provider will develop, integrate, maintain, and in most cases use the app (if it fits their role within your company).


What Service Is Best for Your Business?

managed services vs outsourcing

It depends.

In most cases, companies that already have a well-developed organization tend to use shared services.

On the other hand, startups and SMBs, but also large enterprises, use managed services if they lack the necessary elements to manage certain operations themselves, like IT, on a day to day basis.

And if you are one of these companies and you want to take advantage of a managed service provider, we can help you!

Demakis Technologies provides managed IT services, that includes other areas of expertise like cybersecurity, helpdesk support, and web design.
If you’d like to know more about what we can do for your business, please CONTACT US to get in touch with one of our professionals and get started today.

Helpdesk in 2021

Helpdesk Future in 2021

In this article, we’ll explain what is helpdesk and what does the future of helpdesk solutions look like in 2021.

So if you’re looking to:

  • Improve customer service
  • Provide better IT support
  • Speed up response time

Then you’ll enjoy the useful insights in this guide.

Let’s begin.

What is a Helpdesk?

A Helpdesk is a customer service support system. Businesses use helpdesks as a point of contact to handle internal and external queries and provide information to both customers and teams within the company.

Typically, helpdesk systems also enable customer support teams to manage communication and collect data from one centralized hub.

Helpdesk 2021

What is a Service Top?

A service top or service desk is another term used to describe a helpdesk system.

What Is a Helpdesk Software Solution?

Helpdesk software is a tool used to automate business communication. The solution makes it possible for companies to provide information, answer questions, and resolve grievances customers may have without the need for direct intervention from human staff.

Types of Helpdesk Software

There are four types of customer service support system software solutions currently available on the market:

Web Helpdesk

A web helpdesk is a cloud-hosted system or a software-as-a-service (SaaS) solution. A company rents the solution by subscribing with a provider. 

This type of customer service support system is easier to scale because it operates using cloud technology. While the subscription plans make it more affordable than other solutions.

On-Premise Helpdesk

An on-premise helpdesk is an in-house system. The company that owns an on-premise solution is responsible for hosting and maintaining the system, and determining how the system functions.

Open Source Helpdesk

An open source helpdesk a company’s developers can freely access the source code of the software without the need for user licenses or permissions.

This type of helpdesk solution is more widely used by IT companies, since they have the resources to modify and shape the system according to their unique requirements.

Enterprise Helpdesk Software

An enterprise helpdesk is an advanced version of the system. Besides having the features of a standard helpdesk, this type of solution has capabilities that allow it to go beyond handling typical customer queries.

Enterprise IT helpdesk software, for example, can handle customer queries at much faster resolution rates. The software also provides features that enable users to improve the overall efficiency of communication such as collecting and analyzing data from interactions with customers.

Helpdesks and Customer Service Trends in 2021

It’s no secret that helpdesks improve customer service (CS).

By automating how your company supports customers, it has become a critical tool for modern CS.

So much, in fact, that new trends are emerging on the market as a direct result of the wide use and implementation of helpdesks in business.

To get a better understanding of what helpdesk trends, here are 3 that we believe you need to follow:

Customer Support Initiatives

Customer support initiatives boost your business. These initiatives improve the quality of the service your CS teams provide to customers.

And while many elements exist that help you provide a high level of service, three initiatives stand out:

Helpdesk Future in 2021

Omnichannel Customer Service

An omnichannel approach to customer support means meeting customers where they are and using multiple channels of communication to solve queries.

A good helpdesk system can support different channels. It also enables you to manage all channels and interactions from one centralized location, be it call, text message, email, or social media.

Measuring the Right Metrics

Calculating and monitoring key performance indicators (KPIs) helps you to:

  • Reduce wait and response times
  • Improve the speed of resolution
  • Increase the success rate of resolutions

To achieve this you’ll have to follow three critical KPIs:

Average Handling Time: how much time a CS representative spends with a client.

First Call Resolution: number of issues CS representatives resolve within the first call.

Reported Customer Satisfaction: how satisfied are your customers with your CS.

Customer Service Expectations Report

To raise the quality of your customer service, you need to define the goals for your team.

At the same time, you have to manage those expectations and keep them grounded within the realm of your team’s abilities.

To do this, you’ll have to compile a survey. This is known as a customer service expectations report

The report should focus on:

  • The quality of service and how it affects your revenue
  • Offering customers multiple channels of communication
  • Providing a personal service rather than speed

Best Helpdesk Software Solutions in 2021

Support Helpdesk Future

To help you choose a helpdesk for your business, we compared and tested the top options on the market.

Here’s our pick of the 10 best helpdesk solutions for 2021:

  • Freshdesk
  • Happyfox
  • Vivantio
  • Zoho Desk
  • Agiloft Service Desk
  • Freshservice
  • Manage Engine
  • Zendesk Support
  • Cayzu
  • Jira Service Desk

The Future of Customer Care

Are helpdesks the future of customer service? 

Can they help you to improve your services in the future?

The simple answer: YES!

But from choosing a solution to implementation and application, the road is long and difficult.

That’s why it’s good to have someone who understands and can help you make that transition as painless as possible.

We can help you with that!

Demakis Technologies is a full IT service provider. We specialize in offering professional tech support to all your business needs, from cybersecurity to managed services.

And yes, helpdesk services as well.

If you want to quickly and efficiently integrate a next generation service desk solution with your business, get in touch.
Please contact us today and get the support you need to start offering a better experience to your customers.

Newest Trends in MSP

Newest Trends in MSP

In this post we’re going to inform you about the newest trends among managed service providers (MSP). Specifically, we’ll address the following:

  • What is an MSP?
  • Why you should use an MSP
  • How it can help you
  • Which industries need an MSP the most
  • The top trends in MSP you need to look out for

So if you’re looking to choose an MSP for your business, you’ll enjoy reading this article. Let’s begin.

What is an MSP?

Cybersecurity Trends in MSP

A managed service provider (MSP) is a company that offers remote management and support to a customer’s IT infrastructure. Nowadays, MSPs provide specific IT services such as data storage or cybersecurity, but also other tech services used in the legal, financial, healthcare, and other industries. Managed security services providers, for example, offer services such as remote firewall administration.

Managed Services vs Professional Services

Industry regulations and standards are constantly evolving. Companies need to invest a lot of money in hiring new employees and dedicate a lot of time to implement new technologies.

To avoid these problems, leaders are choosing MSPs instead of professional services, as they provide a more targeted approach to handling the challenges of the modern digital transformation in business.

Besides saving your company more money and time than professional services, an MSP provides a more stable and predictable base of business, as well.

Managed Service Provider vs Outsourcing

Although both Managed services and Outsourcing involve hiring an external organization, they involve different scopes of service. With outsourcing, you hire an external company to help address specific business needs. It can bring benefits to your business. But it usually only covers standardized processes or a specific service.

A managed service provider, on the other hand, offers a comprehensive range of technology services within one or many technology domains. These companies have large teams of skilled IT professionals that provide support and innovation for a wide range of IT services. MSP is really about people, processes and tools that are used.

Why use an MSP?

MSPs are becoming more important and popular with time, and there are a lot of advantages to it.

Here are the top 3 reasons you should consider using an MSP:

#1 New technologies

MSPs help your company quickly implement new technologies. In turn, new technologies will help automate your business and improve both processes and operations.

#2 Creating custom solutions

MSPs help you create custom solutions for your business’s main operations. This ensures they are running efficiently. But also, MSPs will regularly monitor and maintain your business operations, making sure that you are meeting all the industry regulations.

#3 Predictable costs

MSPs give the advantage of predictable IT support costs to customers of all sizes.

Which industries need IT managed services?

Small and medium-sized businesses are typical MSP customers. Companies that have limited in-house IT capabilities, choose MSP’s service to obtain IT expertise. Larger enterprises can also contract MSPs and use them as consultants or jointly with their internal IT teams.

Technologies Trends in MSP

Top MSP trends in 2021

In 2021, we expect important trends from last year to continue developing, but new ones to arrive on stage as well.

Here are the top 5 MSP trends this year:

#1 Cloud and Automation

It is difficult to keep your customers if you can’t fulfill their needs. A Cloud MSP helps your company initiate and achieve the digital transformation. The biggest benefit is that they only charge for the services that you are using.

The COVID-19 pandemic has heightened the cloud’s importance. The Aptum Technologies report stated that 95% of companies use some cloud computing models. Automation helps with removing all the repetitive tasks from business operations. It saves employees’ time and can also help in implementing automation solutions specifically made for your business processes.

#2 IoT Technology

MSPs help companies adopt new IoT (Internet of things) technologies. More than 10 billion IoT devices are connected to the internet and the number is rapidly growing. For businesses, it’s very difficult to find employees in this area of expertise and the investments cost a lot, so an MSP can be the solution.

#3 Immersive Technologies

As we live in times of social distancing, retailers of physical experiences are increasingly investing in AR/VR (augmented reality/virtual reality), 3D content, and 360-degree video. We can see more retailers uploading 3D models to their product pages, and using AR technology to allow consumers to visualize furniture at home, for example. MSPs should be able to offer these technologies, as they provide a new and safe experience for buyers and sellers.

#4 Use of Artificial Intelligence

Artificial Intelligence trends in MSP

AI helps technicians detect anomalies in systems much faster and suggests efficient ways to repair them. MSPs that offer AI solutions and machine learning are also able to analyze big data and provide insight into customer experience that can help your business improve user satisfaction. Shawn Mills, CEO at Lunavi, sees MSP and technology consulting firms as the future in AI, machine learning, and smart applications, but only after organizations have built a solid data platform.

#5 Cybersecurity 

Companies need a large budget for protection against cyber-attacks. They also need experts for implementing security solutions. MSPs offer to continuously monitor your infrastructure from cyber-attacks. If someone is attacking your system, MSPs can implement measures to defend it and ensure that all the necessary steps are taken to protect your critical assets.

If you’re looking for managed services that can provide your business with any of these trends, Demakis Technologies can help you.

Please contact us immediately to get in touch with one of our IT professionals who can help you make the right decision based on your business’s needs.

Robotics and MSP

Robotics and MSP

Today, we’ll discuss the relationship between robotics and managed service providers.

Specifically, we’ll respond to the following questions

  • What is robotic process automation?
  • How does it work? And what makes it stand out?
  • How can it benefit your business?
  • What are managed services? And what’s their role in automation?

So, if you’re looking to leverage robotic process automation as a service to optimize your business, you’ll enjoy this article (regardless of whether you’re in retail, banking, finance, telecommunications, or IT).

Let’s get started!

What is robotic process automation?

Robotic process automation (RPA) is a SaaS (software-as-service) solution that enables robots (or bots) to automate and perform specific tasks without manual support.

These tasks are often repetitive, exacting, and time-consuming. So using bots to carry them out reduces the need for human input.

At the same time, automation lowers the potential for errors to occur. As machines, unlike humans, don’t have to think about doing a task – they just do it.

Tasks cover a variety of processes such as communication, data processing, financial transactions, and many others. Tasks also range from data mitigation to help desk support.

The benefits of robotic process automation

robotic process automation

A clear benefit of RPA is that it replaces humans by automatically performing repetitive and exacting tasks.

Think of RPA as robotics and industrial automation.

For example, machines and robotics in the manufacturing industry substitute people on the assembly line. As a result, mechanization lowers the demand for a large workforce at a factory.

Businesses benefit from RPA in the same way. In fact, it can reduce employee workload by as much as 20%.

Another advantage is visibility. All of the tasks that RPAs perform are transparent. And businesses just need a few operators to manage them and ensure absolute precision.

And less work means that a highly-skilled or creative staff can perform the same amount of work as a large pool of employees.

All of this helps you to rightsize your workforce. And that significantly reduces monthly overhead, while increasing their efficiency, and the efficiency of your organization in general.

How is RPA different from other automation?

Here, the main difference is the use of RPA within the front-end.

Because it can integrate with any type of existing system that you own, you can automate task-by-task. And since you target a single task, you won’t impact others or the process that it belongs to.

This allows you to create a fully scalable and sustainable ecosystem within a rapidly changing environment.

Due to the major changes in automation, RPA avoids traditional efforts that focus on larger-scale changes.

Instead, RPA handles only menial tasks of little value, which are still vital and necessary for your business.

Usually, these tasks are what disrupt workflow and place a burden on your teams. So automating them with RPA makes perfect sense.

What kind of industries can use RPA?

Robotics and managed services provider

There are two different types of industries that use robotics: manufacturers and service providers.

While manufacturing companies use actual robots in combination with the software, service providers typically rely solely on RPA.

The following industries apply the software to both B2B and B2C activities (which are almost all of them):

  • IT
  • Retail
  • Healthcare
  • Finance
  • Telecommunications
  • Food and beverage

What are managed services?

Managed services are third-party services that you can purchase to handle activities beyond your capacity.

Managed service providers (MSPs) usually handle highly specialized and advanced activities, like SaaS or maintaining IT infrastructure.

MSPs also provide a greater level of support and have many skilled professionals on hand who are available 24/7.

In the case of IT, for example, a company may outsource to an MSP rather than employ an entire IT staff internally (to adopt that process or reduce operational expenditure).

MSPs work on a flat-fee basis. They are also certified according to industry standards and the latest IT managed service provider trends.

MSPs are equipped with hardware and software that can meet their clients’ needs, including developers, troubleshooting, and field service support.

What is the relationship between robotics and MSP?

managed service providers robotics

As companies today follow the IT help desk outsourcing trends, we’ll see RPA handle a much greater percentage of IT support.

Because of that and the lack of tech capabilities among those businesses, more and more of them will have to outsource the implementation of RPA to MSPs.

At the same time, companies may rely on MSP for support when it comes to handling the cybersecurity of RPAs and the data it collects.

Just as we are witnessing industrial automation and robotics as an integral part of it, total automation isn’t far away.

As you read this, machine learning and advanced AI programming are already trying to emulate IT personnel.

What are the predictions for the future of the Internet?

Both robotics and MSPs contribute to the Internet of Things (IoT) and an even greater exchange of data over the Internet.

As for the predictions for the future of the internet, business people all over the world agree on one thing:

The individual roles humans and AI each have, and their relationship to each other.

So, the question remains open: how will we communicate over the Internet?

Will we be speaking to RPAs managed by MSPs twenty years from now?

If you’d like to be ahead of the game, learn how Demakis Technologies can help your company implement managed services, and contact us now!