enhancing business collaboration · enhancing business collaboration with on-demand, automated,...
TRANSCRIPT
Presented by Knowledge PartnerPromotion Partner
Enhancing business
collaboration
With on-demand, automated,
audio conferencing
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Aditi [email protected]
Senior Research Analyst Frost & Sullivan
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Agenda
• Enterprise collaboration challenges
• Audio Conferencing– Overview, Types, Trends
• Evolution of ACS
• India: Market facts
• Benefits of ACS
• Factors to consider: Deploying ACS
• Selecting a service provider
• Case Studies
• Future outlook
• Takeaways
• Q&A
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Enterprise collaboration challenges
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Rising travel costs? Need for real-time communication? Transit timely information to marketplace?
Increase in efficiency & productivity? Faster decision making? Maintaining open lines of communication?
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Introduction to
Audio Conferencing
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Audio Conferencing overview
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Audio Conferencing
Services include any enterprise-
grade, full-duplex interactive audio call between two or more parties
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Types of Audio Conferencing Services
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Operator-assisted Services Automated Conferencing Calls
On –demand Services/ Ad-hoc/ Reservation -less
Scheduled & Unattended Services
The primary differentiators of operator -assisted audio conferencing services are: operator monitoring, operator-managed
features, and premium pricing
Automated audio products also have a complement of a web tool, integrated or standalone, that further enhances
the audio product
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Trends favouring adoption of
Audio Conferencing Services
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Trends favouring adoption of ACS
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Economy globalisation and regionalisation boosts the telecommunication into wide and
deep adoption among the organisations
The flexible and seamless integration of audio with web conferencing platform, not only running on PCs but also mobile devices
Conferencing services as part of cloud collaboration offering, which is one of the most crucial technology changes afoot to take place
• Falling prices of the vanilla audio conferencing products making it easy for the organisations to adopt audio conferencing and meeting the enterprise’s CAPEX and OPEX budgets
Heading TRENDS
Economic Technology
MarketTechnology
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Evolution of
Audio Conferencing Services
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Evolution of ACS
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High
Lon
g Te
rm C
ost
Scalability & Flexibility High
Vanilla Audio Conferencing
Cloud Based Audio Conferencing
Audio Integrated Video and Web
• Hardware endpoints• Traditional Robust
conferencing solutions
• Cloud based solutions• No additional hardware
installations• Highly scalable and flexible• Maximising host capacity
• The next wave for audio conferencing
• One-stop-shop solution for unified communications
• Integrated with social media and analytic capabilities
As we move from traditional audio conferencing services to fully integrated UC platform, enterprises are empowered with a converged platform to have a highly scalable collaboration infrastructure
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Audio Conferencing Services
India: Market facts
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India: Market facts
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2015 2020
Revenue
2015 2020
MoU
Revenues CAGR mainly owing to audio conferencing becoming a commodity product
Value added features driving the audio conferencing service market in India
Delivering end value to the customers a major challenge for the audio conferencing service providers
Minutes of usage increasing mostly owing to the falling prices of the audio conferencing services
Quality of service a significant factor catalysing the growing demand for audio conferencing services
Cloud based audio conferencing products witnessing good adoption trends
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Benefits of
Audio Conferencing Services
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Benefits of ACS
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Reduced Travel & Real-
estate costs Strategic Resource
Optimisation
Short Sales Life Cycles
Remote Worker
Environment
Business
Outcome
Resource
Optimisation
Environment
SustainabilityOrganisation
Travel Costs
Maximising
Business Process
Outcomes
Reducing Carbon
from Business Travel
& Commuting
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POLL QUESTION 1
What are the parameters that are most important to you while using an Audio
Conferencing Service?
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Factors to consider before deploying
Audio Conferencing Services
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Factors to consider
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Understanding the Current Cost of Meetings & Conferencing: It is imperative to understand company’s conferencing needs which will enable in creating a cost baseline for IT expenditures
Total Cost of Ownership (TCO): While TCO is not the only criteria, its an important one, since it reflects the financial impact of the system within IT and other operational systems
Architecture and Roadmap: The company’s architecture & technology roadmap should be clearly defined in order to secure enterprise’s business & security needs
Applications for Enterprise Operations and Business Processes : The conferencing solution should be capable of being well integrated into employee’s daily workflow
Flexibility in Deployment Options: It is important to identify organisation’s requirement of the type of deployment whether on-premise or hybrid model
Right balance needs to be struck between IT budgets and business collaboration requirements
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POLL QUESTION 2
What are the your key expectations from the audio conferencing service provider?
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Selecting a service provider
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Selecting a service provider
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Focus first on requirements and business outcomes : Company to look for a conferencing solution that can streamline processes and eliminate wasted time and labour while improving service
Focus then on TCO: The elimination of existing silos and the in-sourcing of expensive and, possibly, multiple conferencing services will provide major payoffs
Utilise Hosted Solutions for Transitions and Peaks: Hosted services may also be useful if IT resources are constrained, e.g. during a short transition period or budgetary cycle
Identify Company’s Scalability and Flexibility Requirements: An imperative before opting for a service provider, to understand the right tailor-made service offering
Understand Company’s Data Security Policies: Company policies vary depending on the kind of data sensitivity companies possess
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Case Study
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• India’s Leading Pharmaceutical Company• India’s Leading IT/ITeS Company
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Case Study: Deploying ACSfor India’s Leading Pharmaceutical Company
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•Deploying audio conferencing services for effectively communicating with over 30,000 employees spread across the globe, in one of the biggest acquisition deals in the Indian market
•Intention was to deliver big impact in a short span of time ensuring a seamless experience barring the geographical limitations
Challenge
Solution
Result
• Live broadcast was arranged for the public global press with validated details of every participant
• Broadcasted announcement for all of the pharma company employees was ensured worldwide with the option for Senior Managers to interact with the chairman in an open Town Hall
• Delivery of branded e-invites for all conferences
• Successful completion of all management meetings
• Successful deployment of audio conferencing services to accommodate 4000 participants along with 700 senior managers permitted to interact with the chairman
• Audio webcast conducted for participants from international destinations
Geographically dispersed locations a key challenge for a
good audio conferencing experience
Customised solution with added capabilities to cater to
changing customer requirements
Included combining varying types of audio, video and steaming
conferences via multiple platforms with varying degrees of participant
abilities
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Case Study: Deploying ACS for India’s Leading IT/ITeS Company
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Challenges Solution Result
• Global collaboration with employees increasingly working remotely
• Enterprise productivity and sales life cycles
• User education
• Tight integration with internal IT team
• Identification of business process requirements
• Analyse company’s IT budget constraints
• Right mix of deployment options
• Enhanced employee productivity
• Reduced business process costs and reduced sales life cycles
• Reduction in Total Cost of Ownership (TCO)
• Increased end user awareness towards the benefits of ACS
• Re-allocation of operations and maintenance resources to other projects
An Audio Conferencing Solution not only streamlines the audio
collaboration process of the enterprise but also has a long term
positive impact on the business process outcomes
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ACS: Future outlook
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Future outlook
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AnalyticsMobility Integration Social
Audio Conferencing Service CapabilitiesUbiquitous Access
Seamless Services Audio Integrated Video & Web
Product Intelligence
Easy and maximum access to
employees on handheld devices
and personal digital assistants
Seamless services rendered
through integration with multiple
platforms & products
Audio integrated web the next way forward
for delivering superior experience to the end
user
Intelligent products to be built considering
inherent ICT network limitations
WebRTC
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Future outlook : WebRTC
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• Enables easy video collaboration through
browser
• Synchronous technology like real-time video,
audio, chat
• Moving away from downloading heavy plug ins
• Drives mobility
• Enhanced Customer Support through video
support services
• Issues over web browser compatibility
• Better performance is required on mobile devices as a
whole
• Contact centers face issues with WebRTC over
reliability and performance
DisadvantagesAdvantages
• A technology enabler which does away with the need to
download plug-ins for audio & video calling on any smart
device
• The WebRTC technology which spreads across smart-
phones, laptops, desktops with no additional software, is
estimated to enable around 7 billion smart devices by the
year 2020
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Future outlook: Audio Integrated Video & Web
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• Better user experience
• Investment protection/Extension to the existing
IP network investments
• Scalable solution with cloud capabilities
• Predictable costs by eliminating PSTN transport
and associated termination charges
• Issues pertinent to information security over public
cloud persist
• Dependence on the audio integrated solution
provider for quality and experience of the meeting
DisadvantagesAdvantages
• Integrated audio enabled web conferencing products
enables customer to get the audio feature as an easy
integrable feature to their existing web conferencing
client
• Enterprises are exploring possibilities of launching
cloud connected audio services as part of their existing
conferencing portfolio
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Key takeaways & conclusion
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Key Takeaways & Conclusion
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Audio conferencing service providers ultimately offering one-stop-shop solutions for
all the collaboration needs of an organisation
Customer demand for pricing options will move the market from a pay-per-
use model to a wide array of pricing models such as subscription
packages, unlimited usage, price-per-seat models etc.
Audio conferencing service differentiating features like value-added features
and services (e.g., integration with mobility, plugins with e-mail systems, HD
audio etc.) to be a key market offering
Conferencing to form a part of the whole collaboration suite, rather than a siloed
investment proposition
Applications like WebRTC will act as technology enablers for the
conferencing services as they render platform neutral services
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Questions
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Please enter any questions you may have into the
chat interface on your screen
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FeedbackFor more information on
Audio Conference Services
(ACS)
Email: [email protected]
Call: 1800 266 1800
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