enterprise communications outlook in asia pacific
TRANSCRIPT
Enterprise Communications Outlook in Asia Pacific
State of the market in 2011 and what you can expect in 2012
Pranabesh NathIndustry Manager
Enterprise Communications
2
Agenda
• Review of 2011 in Enterprise Communications• What can we expect to see in 2012 and beyond?
• Applications of focus• Top trends that will define industry direction• Drivers & Restraints
• Key Takeaways
3
More than $14 billion spent on UC solutions in the last 3 years in Asia Pacific
Teleph
ony
Conta
ct C
ente
rs
IM/P
rese
nce
Mob
ility
Unified
Mes
sagin
g
Enter
prise
Vide
o
Conf S
ervic
es0%
5%
10%
15%
20%
25%
2009 2010 2011 CAGR
US
$ M
illi
on
CA
GR
(20
09-2
011)
4
Key Industry Shifts
Social
Mobile Multi-Media & Internet
Network
• 3G Penetration Growth• Smartphone proliferation• Tablet demand• Mobile Apps
• More time on Social Networks than Email
• Primary communication medium to share content & discuss
• Secular trends across demographics
• Skype, Google, Facebook• Search & Commerce to Content &
Communication• Consumer Video adoption
• Cheaper Bandwidth• More Bandwidth• Secure & Optimized Networks• Cloud Computing• Virtualization
Industry Shifts
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Interplay of devices and delivery models
On Device
On Demand
On Premise
Network Foundation
• BYOD adoption to explode
• Cloud platforms are emerging
• Hybrid models to drive TCO
• Virtualization expected to drive integration
• Open architecture enables borderless solutions
• Security & control are key issues
Inte
rpla
y
6
Convergence of Industries as Collaboration Evolves
Software vendors
Conferencing Services Providers
Video Solutions Providers Infrastructure vendorsNetwork operators
Source: Frost & Sullivan
Others
UC &Collaboration
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Growth Applications
Video IM/Presence +
Mobility
Conf. Services
8%
12%
16%
$938
$204
$616
$2,144
$435
$1,252
Revenue ($ Million)
2011 2017 CAGR
US
$ M
illi
on
• Integrated solutions will become the norm
• Cloud platforms are gaining momentum
• Software endpoint clients are gaining momentum
• Increasing focus by customers in a utility model
• Growth in the SMB segment to be driven by software & services
• $9.15 Bn total UC market by 2017
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UC-as-a-Service Key Trends
IP Centrex still a growth area, and the biggest revenue for TelcosLags behind where IP adoption is lowAustralia seeing positive growth
Voice
Managed video in early stage of adoptionSLA model being pushed by MSPs, but break-fix still popularHighest traction in large enterprise segment
Video
Standalone conferencing may be second largest applicationTelco market share in conferencing lower than pure-playNew partnerships being formed
Conferencing
End to end managed UC is a nascent marketDifferent tiers of MSPs in the marketMaintenance & Support one of the highest revenue generators
General
TrendsApplication
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Shift from hardware to software, services and cloud
• Web collaboration driving growth, standalone audio slowing down
• India, China, ASEAN are growth markets
• Usage of VoIP increases
• Basic web conf. features becoming free – threat to existing pure-play players
• New partnerships and business models may become necessary in the next 3-4 years
CAGR Audio + Video: 10.5%CAGR Web: 19.7%
Audio & Video
Web$0
$200
$400
$600
$800
$1,000
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
2011 2017 CAGR
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Enterprise Video gaining mass adoption
Video Software
Video–phones
VC Desktop Systems
VC Room
Systems
Immersive Telepresence
Falling average prices Incr
easi
ng
qu
alit
y an
d f
eatu
res
Video moves beyond the Boardroom into the DesktopMore than $2.1 Bn Market by 2017, from current $0.95 Bn
Relative Cost of Solution
Qu
alit
y o
f th
e M
ee
ting
Exp
erie
nce
$100 $100,000$10,000$1000
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Enterprise Video gaining mass adoption
• Desktop video expected to be the highest growth segment in the next 3-5 years
• Open standards and interoperability necessary for growth
• New compression algorithms will enable better quality and wider reach
• Multi-codec immersive systems to drop in price by 25-50% in 2-3 years
• Cost cutting drove early growth; customer facing + vertical specific applications necessary in future
• Wider adoption needs a cloud utility model at the low-end and fully managed at the high-end
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Customer Insight
Contact Center Interactions
CRM & SalesDatabases
Improve Customer Experience
Improve OperationalPerformance
Define Enterprise Strategy
Customer Insight
Contact Center Interactions
CRM & SalesDatabases
Improve Customer Experience
Improve OperationalPerformance
Define Enterprise Strategy
Data & Speech Analytics can help with product feedback, competitive deals, and customer needs
Analytics can deliver operational insights on contact center performance
For BPOs, value-added services such as root cause analysis, customer insights analysis are easier; hence becomes a key differentiator
Analytics to Deliver Business Impact
Customer Insight
• Customers like Intelligent Interactions
• Customers are likely to buy products/services that incorporates their feedback
“Analytics gives the contact center the rare chance to be a Strategic part of the organization, not just a Profit center or Cost center.”
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Social Applications for Business
2010 2011 2017
$28.6 $35.4
$126.1
• Standalone social applications are not seeing high adoption
• Social media in customer care is current leading growth application
• Integration with business process applications such as CRM, ERP has seen better success
• Next stage in growth will be platform based social tools that can integrate with multiple business applications
• Privacy, Security, Control are key areas of concern
• Expect slow start but fast catch-up similar to IM
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Key Takeaway Messages
• Macro-economic factors may affect long term growth
• Integration is increasing, pure-play players will need to innovate
• Video is the new voice, video integration has become the killer-app.
• BYOD will usher mobility applications into the enterprise faster than previous projections
• Business models are changing – managed providers gaining prominence, channels will need to re-orient.
• Vendors need to innovate from pure hardware model to software & cloud
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Global Growth Partnership Company
Thank You
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For Additional Information
Donna JeremiahCorporate CommunicationsAsia Pacific+603 6204 [email protected]
Carrie LowCorporate CommunicationsAsia Pacific+603 6204 [email protected]
Jessie LohCorporate CommunicationsAsia Pacific+65 6890 [email protected]