BTwatch, issue 2009.06 snapshot
10 August 2009
MAIN STORIES: BT’s Q1 FY09-10 results were positively received, though largely on the basis that they could have been worse. Cost-cutting initiatives appear to be progressing ahead of schedule, but there are concerns about over-pruning the company’s future prospects. The path of the company in the Livingston era has so far followed predictions made by BTwatch on his ascent to the role, with signs emerging that this is set to continue. [pp.3-17.]
Issue: 2009.06
Covering: early-July to early-August 2009
Published: August 2009
Next issue: September 2009
Mapping the activity and strategy of the UK’s largest telco. A unique monthly report for the industry.
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- Below is a free taster from issue 2009.06 (July-August 2009), including an Executive Brief, Extract, Table of Contents and Index, giving a valuable snapshot of the full report.
EXECUTIVE BRIEF
MAIN STORIES: BT’s Q1 FY09-10 results were positively received, though largely on the basis that they could have been worse. Cost-cutting initiatives appear to be progressing ahead of schedule, but there are concerns about over-pruning the company’s future prospects. The path of the company in the Livingston era has so far followed predictions made by BTwatch on his ascent to the role, with signs emerging that this is set to continue. [pp.3-17.]
The expected departure of Matt Bross from his role as CTO was confirmed by BT, and may become a symbol of a fundamental shift in BT’s focus as influence consolidates with Al-Noor Ramji, BT’s CIO. [pp.24-26.]
It was reported that up to 2,000 contact centre jobs could be returned to the UK from India. The positions are expected to be filled by permanent staff in need of re-deployment due to ongoing restructuring. BT is also pushing for the use of workers in its Career Transition Centre, as an alternative to hiring short-term contractors. Call centre provider Sitel was said to be uncertain about BT contracts in the UK, but BT Global Services’ Commercial & Brands directorate in India was claimed to have saved the division £5m in the past year. [pp.23,24,31.]
BT Retail notified consumers of this year’s second set of price rises, via its BT Update magazine. The media jumped on the changes, bemoaning a 34% price rise in 2009, and BT failed to get its message across regarding supposed appeal of inclusive call packages for circumventing the price hike. [pp.32-33.]
BT Business is said to be preparing for a renewed assault on the mobile services front in the SME sector, through a string of new partnerships. The first deal to be tentatively announced will, possibly in 2009, see BT’s Unified Communications customers offered a fixed-mobile convergence solution working with the BlackBerry Mobile Voice Service . More propositions and offers are promised, and may be needed as mobile operators target the SME sector with offers such as O2 UK’s Fixed Number Anywhere service. [pp.40-41.]
BT Ireland is to migrate its consumer and small business customers to Vodafone Ireland, as part of a deal that will see BT provide increased levels of wholesale services to the Vodafone OpCo. The deal recognises BT’s failure to make significant inroads into the Irish retail market, while playing to its strengths as a local alternative network services provider. [pp.43-44.]
BT announced it was to be first telco to market with the Microsoft Dedicated Business Productivity Online Suite , which it plans to integrate with its Global Onevoice proposition. The deal saw BT herald, once again, a strengthening of its relationship with the computing giant. [pp.51-52.]
GROUP: There was alarm expressed at a substantial jump in the level of BT’s pension deficit, from £2.9bn at the end of March to £5.8bn at the end of the June. BT is to make a cash payment of £400 to non-management staff, in lieu of a pay rise. [pp.6,19.]
BT’s ex-Director of Equivalence, Peter McCarthy-Ward, is now advising the Australian government on functional separation of Telstra. During recent presentations before the Australian Senate, the BT veteran detailed the “extensive capacity for self-deception” harboured by BT prior to introduction of the Strategic Review Undertakings. [p.20.]
STRATEGY & OPERATIONS: Computacenter announced it had reached an agreement for an extension to its end-user customer support contract with BT, while CA claimed its provision of services to BT had saved the telco £18m in reduced IT administration over four years. [p.27.]
BT RETAIL performed somewhat below average in Ofcom’s recent study of broadband speeds in the UK. However, while the performance in the report, which found all copper-line providers underperformed significantly against speed claims, was not disastrous, the response of BT Retail saw the company appear overly defensive about its service. [pp.29-30.]
BT Vision inked a deal with Sony Pictures for video-on-demand movies, and new Head of Television Services Marc Watson expressed desire to make BT a “large-scale entertainment business” , while there were unsubstantiated press mutterings that his predecessor’s departure was due to a lack of backing for spending and unhappiness over the recent appointment of ex-BSkyB head Tony Ball as a non-executive director. Watson was bullish on the prospects of imminent affordable wholesale access to BSkyB content. [pp.33-36.]
The Project Canvas TV joint venture between BT, the BBC and ITV took on another partner with the arrival of broadcaster Five. The Canvas backers also took steps to placate the IPTV vendor community over concerns of stifling control over the technological aspects of compatible hardware. [p.37.]
Wi-Fi solutions provider Quiconnect extended its contract for roaming interconnection services for BT Openzone, while airline FlyBe awarded BT Openzone a contract to provide Wi-Fi in half of its airport lounges. [p.39.]
BT GLOBAL SERVICES announced it had won a £99m contract with the MoD, which forms part of an ongoing £1.5bn services contract with the defence ministry. A Siemens-led consortium featuring BT won an £85m, seven-year contract extension with EUROCONTROL. The company installed a wireless network with FMC capabilities for KPMG in Holland, and is providing managed-trading solutions to Commerzbank in a multi-million euro deal. [pp.46,49,50,53.]
BT Health said it had taken over Fujitsu’s South of England NHS Programme for IT contract “without a single hitch” , and is now developing services for an additional eight hospital trusts and allied centres in the region. BT also highlighted praise for its public-private partnership with Liverpool Council, ahead of the findings of an investigation into alleged waste at the joint-venture. [pp.48,49.]
BT Group signed a strategic partnership with IT Holdings, a Japanese IT services business, which will see the British telco provide global connectivity to Japanese companies. [p.50.]
BT said it had consolidated its position as the leading alternative provider in the business sector in Spain, and expressed optimism that Global Services’ switch to a more customer-centric focus, rather than a country-based one, would help boost profitability internationally. [pp.50,54.]
BT welcomed a planned acquisition of Nortel’s enterprise solutions business by Avaya, with BTGS head Hanif Lalani saying it strengthened BT plans to engage more closely with the purchaser. [p.55.]
BT WHOLESALE is providing IP VPN services to Virgin Media’s ntl:Telewest Business division, to enable the cableco to offer international services to its UK business customer base. BT agilemedia is partnering paysafecard and Dialogue for the delivery of a mobile payment voucher solution. [pp.56,57.]
ISPs are unhappy with BT Wholesale new charges on fault identification callouts, which they claim will cause extra expense and administration, as the BT unit attempts to reclaim engineering costs caused by problems that are not its fault. [p.58.]
OPENREACH: Services began from the first BT exchanges to be upgraded for FTTC trials, with service providers indicating that improved upload speeds are prompting business interest. However, as BTwatch was published, it was reported that trials in the Muswell Hill area of London had been halted by residents complaining about the over-sized cabinets used to house equipment. [p.59.]
Openreach welcomed proposals from Ofcom to introduce a core, regulated WLR product, which would enable it to build enhanced wholesale services for communications providers. [p.60.]
Openreach said all of its products are now firmly established on the Equivalence Management Platform , after BPM service provider Singularity trumpeted its provision of three “business as usual” WLR products to customer Universal Utilities. [p.60.]
Trimble, a mobile workforce solutions provider, expanded its contract with Openreach, to provide a complete resource-management suite in the currently contentious area of field-employee tracking. [p.61.]
EXTRACT
Regulatory
Ex-BT exec to advise on Australia network separation
Peter McCarthy-Ward, one of the key executives involved in BT Group’s regulatory settlement with Ofcom (BTwatch, passim), was named as a consultant for the Australian government on its plans for the separation of Telstra’s wholesale and retail businesses.
The appointment caused some controversy due to BT’s position as an international competitor to Telstra, and given former BT Director of Equivalence McCarthy-Ward’s apparently ongoing work as a BT contractor following his reported departure from the telco in late-2008.
” The department is using the expertise he gained in developing and implementing the functional separation of BT in preparing its advice to government. The department considers that his current role with BT does not create a conflict-of-interest which prevents him from advising on equivalence issues with Telstra; and it is his past experience that makes him a valuable source of advice. ”
– Spokesman for Australia Communications Minister, Stephen Conroy
McCarthy-Ward is said to be on a AU $60,000 (£30,000) six-month contract for the project.
McCarthy-Ward provides a candid view of settlement changes at BT
McCarthy-Ward earlier in 2009 gave evidence to the Australian Senate on the BT Group experience of functional separation of its network, and said it had helped improve the performance of BT Retail, and removed BT’s “extensive capacity for self-deception”.
” Often, it was a series of small but subtle, and very important, changes that we had to make to the wholesale services to render them fit for BT itself to use. This is quite a salutary piece of learning because we had believed that we were behaving ethically and properly to our wholesale customers, but when confronted with using the same product under the same conditions, we found that it was not fit-for-purpose for our use. The changes that we made to make it fit-for-purpose for ourselves flowed through as benefits in product improvements to our wholesale competitors. “
” It is worth saying that one of the reasons that [Retail] performance has improved was that the corollary of building a very robust and satisfactory wholesale regime was that our regulator felt able to deregulate retail prices, and from that flowed some advantages to our retail business in terms of the flexibility and freedom that they had in pricing. ”
– McCarthy-Ward.
Other changes made by BT in response to the functional separation included new formalised systems for fault repairs, which in the past had been built on informal contacts between BT staff.
[Further reference: Telco adviser works for BT -- The Age, 24 July 2009; DBCDE hires BT director to advise on functional separation -- CommsDay, 24 July 2009.]
BT slams Ofcom report on services for hearing-impaired
BT Group criticised the findings of a report from regulator Ofcom on potential telephony services for people with hearing impairments, claiming it “takes a narrow view” of options. The telco insisted that the Plum Report will not influence BT strategy in the area.
BT’s principle criticism is that the Ofcom-commissioned report does not consider the full range of possible services that could be developed, and used a small study sample to consider what users would want to have delivered.
BT highlighted a report it had previously commissioned, reportedly with a larger survey sample, that found demand was higher for text messaging and email services, rather than the (presumably significantly more expensive) video-based services that the Plum Report favoured.
The Ofcom-backed report also apparently indicated that BT and other telecoms providers would be expected to pay to provide video-based services. BT preferred a levy on British business to support new services for the hearing-impaired.
[Further reference: Deaf report under fire -- BT, 10 July 2009.]
TABLE OF CONTENTS
3 BT Q1 FY09-10 results
3 BT Group
3 Overview — Global Services continues to strangle the rest of BT
3 BT Group financial highlights, Q1 FY09-10
4 BT Group, performance by division, Q1 FY09-10
4 BT Group, revenue by product type, Q1 FY09-10
5 Good progress on cost-reduction programmes
6 Global Services still bleeding cash, but Group outflow much reduced
6 Pension deficit remains a huge and worsening concern
7 Outlook — Livingston manages to paint a brighter future
7 Restatements lop £110m off FY08-09 EBITDA
7 Comment — cost cutting buys time, but what future?
9 The Livingston era — BTwatch odds, April 2008
10 Divisional performance
10 BT Global Services — continuing to leach cash from the rest of BT
11 BT Global Services, financial highlights, Q1 FY09-10
11 BT Global Services, revenue by product type, Q1 FY09-10
12 BT Retail — immense bottom-line performance boosted by exceptionals
13 BT Retail, financial highlights, Q1 FY09-10
13 BT Retail, revenue by product type, Q1 FY09-10
13 BT Wholesale — incremental improvements continue
15 BT Wholesale, financial highlights, Q1 FY09-10
15 BT Wholesale, revenue by product type, Q1 FY09-10
15 Openreach — steady as she goes
16 Openreach, financial highlights, Q1 FY09-10
16 Openreach, revenue by product type, Q1 FY09-10
17 Analyst reaction — Stockholm syndrome
18 BT Group
18 Associates and investments
18 BT advises on Mahindra Satyam recovery
18 Brokers’ reports
18 Bernstein ups BT rating on low expectations
19 Environment
19 Employment
19 Non-management staff to receive £400 cash payment
19 BT carbon accounting criticised
20 AGM
20 BT Customer Service team formed for AGM
20 Rake expresses confidence at AGM
20 Regulatory
20 Ex-BT exec to advise on Australia network separation
20 McCarthy-Ward provides a candid view of settlement changes at BT
22 Appointments
22 Ansell joins Eckoh board
22 Community
22 BT voted “most gay friendly”
22 BT slams Ofcom report on services for hearing-impaired
23 Strategy and operations
23 Billing
23 cVidya recognised for BT solutions
23 Operations
23 BT claims £5m savings from Indian directorate
24 Broadband
24 Rake unable to receive home broadband
24 Digital Britain
24 BT works to replace contractors with transitioning staff
24 Strategy
24 Bross BT departure confirmed
25 Fibre
25 Industry group claims business rate uncertainty stifling network investment
25 A potent symbol of the changing of the guard
26 Research
26 Rangaswami on the internet
26 Where is BT heading now?
27 Suppliers
27 BT supports HP-Sun migration campaign
27 Computacenter extends BT support deal
27 BT saves £18m through CA IT deployment
28 Training
28 BT encourages internal knowledge-sharing
29 BT Retail
29 Billing
29 BT and Royal Mail agree payment extension
29 Financial services
29 BT updates BT Credit Card terms
29 Broadband
29 Ofcom broadband study finds BT speeds below average
29 Broadband average download speeds, April 2009
30 Phorm
30 Phorm statement on BT withdrawal
30 Marketing
30 BT appoints digital ad agencies
30 BT defends performance in study
31 “…out of context…”
31 BT on SaaS for mid‑sized business
31 Regulatory
31 Contact centres
31 BT UK contact centre partner to cut jobs
31 BT repatriating contact centre jobs
32 Tariffs and pricing
32 BT Retail continues mobile termination cut campaign
32 Fixed-line
32 BT lambasted for 34% consumer call price hike
32 BT leaves itself open to criticism again
33 BT Television Services
33 BT signs Sony VoD deal
34 Watson relishes BT Vision challenge…
35 …but BT TV services criticised for lack of vision
36 BT calls for speedy Sky Sports access
36 BT partners Match.com for BT Vision dating
37 Canvas moves to placate set-top box vendors
37 BBC Trust gives Canvas the provisional go-ahead
37 Five joins Project Canvas
39 Wireless networks
39 BT Openzone signs deal for Flybe lounges
39 Quiconnect wins BT Wi-Fi deal
40 BT Business
40 BT to offer BlackBerry with UC solution…
41 Competitors
41 O2 to challenge BT with small business call-forwarding
41 …more new BT mobile moves rumoured
41 BT recognises there’s more to mobile than a simple MVNO offering
42 BT promotes Xero web application
42 BT cuts web-hosting prices for SMEs
43 BT Ireland
43 BT offloads Ireland consumer business to Vodafone
44 A welcome recognition of strengths and weaknesses from BT Ireland
44 BT Financial Services launched in Ireland
45 BT Conferencing
45 Recognition of BT video conferencing
45 Polycom names BT Service Provider of the Year
45 BT Ireland cleared to demand Irish wholesale Ethernet
45 BT Expedite
45 Integrated retail solution launched by Expedite
46 BT Global Services
46 BT iNet
46 BT iNet wins Cisco data centre accreditation
46 Acquisitions and disposals
46 BT disposes of German consultancy
46 Contracts
46 BT consortium wins EUROCONTROL contract extension
48 NHS contracts
48 BT claims successful Fujitsu contract handover
49 Public sector contracts
49 BT awarded £100m MoD communications contract
49 BT defends Liverpool partnership ahead of investigation
50 BT International: Asia
50 BT and IT Holdings sign strategic partnership
50 BT International: Europe
50 BT claims continued progress in Spanish market
50 BT installs wireless network for KPMG Netherlands
51 Products and services
51 HR assessment service launched by BT
51 BT offers hosted Microsoft Online Services for enterprise
52 BT promotes sustainability practice
52 Deal part of long-running BT efforts to build Microsoft relationship
53 BT Global Financial Services
53 BT wins Commerzbank managed trading systems deal
54 Strategy
54 BT GS shifting from geographic business model
55 Suppliers
55 Avaya builds BT business with proposed Nortel buy
56 BT Wholesale
56 Contracts
56 ntl:Telewest Business partners BT Wholesale for IP VPN
57 BT agilemedia
57 BT agilemedia to provide solution to paysafecard
58 Products and services
58 ISPs troubled by new BT Wholesale fault charging
59 Openreach
59 Network
59 BT dismisses swine flu network pressure concerns
59 Fibre
59 First pilot fibre connections live
60 Products and services
60 Openreach to be free of regulation on enhanced services
60 A dilution of the essence of the regulatory settlement?
60 Singularity claims EMP first
61 Suppliers
61 Openreach selects Trimble solution for mobile workforce
62 Index
INDEX
A
Alcatel-Lucent, 27
AOL, 29
Aruba Networks, 50
Avaya, Inc., 55
B
Babcock & Brown
- Eircom, 43, 44, 45
Bailey Teswaine, 49
British Broadcasting Corporation (BBC), 35, 37
BSkyB, 29, 34, 35, 36
BT Group, 3, 4, 5, 6, 11, 15, 16, 18, 19, 20, 22, 23, 24, 25, 27, 28, 43, 44, 50
- Asia
- Tech Mahindra, 18, 23, 31
- BT Global Services, 3, 4, 5, 6, 7, 8, 9, 10, 11, 17, 18, 22, 23, 24, 26, 44, 46, 48, 49, 50, 51, 52, 53, 54, 55
- BT Americas, 52
- BT Benelux, 50
- BT Global Financial Services, 53
- BT Health, 48
- BT Ignite, 52
- BT iNet, 46
- BT International, 39, 50
- BT Spain, 50
- Commercial & Brands, 23
- ITS.Netrix, 53
- ITS Recorder, 53
- Onevoice, 51
- Spain, 54
- Sustainable Workforce Assessment, 51
- Virtual Private Network, 51
- Wire One, 45
- BT Group
- Strategy and Operations
- Adastral Park, 24
- BT Pension Scheme, 6
- BT Retail, 3, 4, 6, 7, 8, 9, 12, 13, 17, 20, 27, 29, 30, 31, 32, 33, 36, 39, 41, 42, 44, 45, 52, 55
- BT Basic, 32
- BT Business, 31, 40, 41, 42
- BT Business Direct, 31
- BT Conferencing, 45
- BT Connected & Complete, 52
- BT Credit Card, 29
- BT Expedite, 45
- BT Fusion, 32, 40
- BT Ireland, 43, 44, 45
- BT One Plan, 40
- BT Openzone, 39
- BT Payment Card, 29
- BT Scotland, 32
- BT Update, 32, 33
- BT Vision, 12, 27, 33, 34, 35, 36
- BT WebWise, 30
- Communications Complete, 40
- Integrated Store, 45
- Live Meeting, 51
- Option 3, 32
- PlusNet, 29, 30
- Terminate the Rate, 32
- Together, 32
- Unlimited Anytime Plan, 32
- BT Wholesale, 4, 6, 9, 13, 15, 17, 20, 25, 39, 56, 57, 58
- BT Agilemedia, 57
- Directors
- Ball, Tony, 35
- Rake, Sir Michael, 19, 20, 24
- Executives
- Alvarez, Luis, 54
- Bowen, Laurie, 23
- Burger, Bas, 50
- Cavestany Vallejo, Jacinto, 50
- Clark, Chris, 43, 44
- Davidson, Maggie, 41
- Geddes, Martin, 25
- Gilthorpe, Emma, 24
- Lalani, Hanif, 24, 55
- Leonidas, Marjorie, 39
- Livingston, Ian, 3, 5, 7, 8, 10, 11, 12, 15, 26, 41
- McLeod, Dinah, 51, 52
- Murphy, Bill, 40
- Patten, Simon, 49
- Pemberton, Neil, 46
- Petter, John, 30
- Ramji, Al-Noor, 24, 25
- Rangaswami, JP, 25, 26
- Schrock, Randy, 52
- Smith, Peter, 48
- Steel, Mike, 57
- Sutton, Neil, 51
- Thompson, Jerry, 31, 42
- Watson, Marc, 33, 34, 36
- Ex-executives
- Ansell, Clive, 22
- Bross, Matt, 24, 26
- Marks, Dan, 34, 35
- McCarthy-Ward, Peter, 20
- Reynolds, Paul, 25
- Spitzer, Heiko, 46
- Verwaayen, Ben, 6
- Openreach, 4, 8, 9, 15, 16, 17, 20, 25, 58
- Strategy and Operations, 23
- 21CN, 9, 25, 30, 51
- BT Innovation and Design, 24, 26
- BT Operate, 26
- Career Transition Centre, 24
- iBuy, 28
C
Cable and Wireless, 15
CA Inc, 27
Carphone Warehouse, 29, 33
- TalkTalk, 29, 33
Cisco Systems, Inc., 40, 46, 55
Cluetrain Manifesto, 26
Commerzbank, 53
- Dresdner Bank, 53
Commission for Communications Regulation (ComReg, Ireland), 45
Communications Workers Union, 19, 31
Computacenter, 27
Cronos International, 46
cVidya Networks, 23
D
Datamonitor, 45
Defence Fixed Telecommunications Services, 49
Department of Health, 48
Deutsche Telekom
- T-Mobile, 41
Dialogue Communications, 57
Digital Britain, 10, 18, 24
DTV Services
- Freeview, 37
E
Eckoh Technologies, 22
Entanet, 58
Eurim, 25
EUROCONTROL, 46
F
Federation of Small Businesses, 32
Fiat SpA, 11
Financial Times, 18
FinnCap, 17
Flybe, 39
Football Association
- Premier League, 36
Forrester, 40
Fortis Private Banking, 17
France Télécom
- Orange, 29
Fujitsu, 48
G
Gartner Group, 17
Getronics NV, 46
GfK NOP, 29
Goldman Sachs, 17
Google, 26
H
HCL, 31
Hewlett-Packard, 27
HTC, 40
Hutchison Whampoa, 41
- 3 Group
- 3 UK, 41
I
IDNet, 58
Improvement and Development Agency for Local Government, 49
Infosys, 18, 31
ING Bank NV, 6, 19
Integrated Accommodation Services (IAS), 6
intellgenio, 46
IT Holdings, 50
ITV, 37
K
Kingston Communications (KCOM), 15
KPMG, 50
L
Liverpool City Council, 49
Lloyds Banking Group, 11
M
Mahindra Satyam, 18
Marks and Spencer, 19
Mastek, 48
Match.com, 36
Merrill Lynch, 17
Microsoft, 28, 51, 52
- Microsoft Dedicated Business Productivity Online Suite, 51
Ministry of Defence, 11, 49
Morrison, 17
N
National Health Service (NHS, UK), 48
- National Programme for IT, 48
- NHS National Programme for IT, 48
Nomura, 19
Nortel Networks, 55
O
Ofcom, 10, 20, 22, 29, 30, 31, 32, 35, 36
- Carrier pre-selection, 32
- Light User Scheme, 32
- BT Basic, 32
- LLU, 12, 13, 15
- Plum Report, 22
- Strategic Review of the Telecoms Sector, 22
- Wholesale line rental, 4, 11, 15, 16
Olympic Games
- London 2012, 22
Omnicom Group
- Abbott Mead Vickers BBDO, 30
- Agency.com, 30
Ovum, 17, 33
P
Paysafecard, 57
Phorm, Inc. (121Media), 30
Polycom, 45
Post Office, 29, 32
Procter and Gamble, 54
Q
Quiconnect, 39
R
Research In Motion
- BlackBerry, 40, 41
Royal Mail, 29
S
SamKnows, 29
Sanford Bernstein, 18
Shell Group, 34
Siemens, 46
Sitel, 31
Sony, 33
- Sony Pictures Television, 33
Sun Microsystems, 27
T
TANDBERG, 45
Tech Mahindra, 18, 23, 31
- Mahindra Satyam, 18
Technology
- ADSL, 30
- ADSL2+, 6, 30, 43
- Broadband, 4, 7, 11, 12, 13, 15, 16, 24, 25, 29, 30, 32, 37, 39, 43, 58
- DSL, 12
- Ethernet, 6, 15, 45
- Fibre, 8, 16, 18, 25, 30
- IP, 33, 37, 39, 56
- IPTV, 33, 36, 37
- Private circuits, 31
- Project Canvas (BBC, BT, ITV, FIVE), 33, 34, 35, 37
- R&D, 9
- SaaS, 31
- SIP, 51
- Unified Communications, 40
- Video-on-demand, 33
- VoD, 33
- VPN, 56
- Wi-Fi, 39, 40, 50
- WiMAX, 9
Telefónica, 29, 34, 50, 57
- Telefónica Europe (O2), 29, 34, 57
- UK, 29, 34, 57
- O2 UK, 9
Telstra, 20, 42
Tiscali SpA, 29, 33
U
Upaid Systems Ltd., 18
Uswitch, 33
V
Verint Systems, Inc., 53
Virgin Media, 29, 30, 35, 56
- ntl
Telewest Business, 56
Vodafone, 12, 19, 43, 44
Vtesse Networks, 25
W
Which?, 33
World Economic Forum, 24
WPP
- OgilvyOne, 30
X
Xero Ltd, 42
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