Cloud With The Silver Lining - Dr. Jai Menon, Bharti Airtel
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Transcript of Cloud With The Silver Lining - Dr. Jai Menon, Bharti Airtel
the cloud with a silver lining
Dr. Jai MenonGroup CIO - Bharti EnterprisesDirector (Technology & Customer Service) – Bharti Airtel
28 August, 2009
Utility Digital Services (20xy)Telephone (1876)
Computer (1945)
Television (1926)
communication + computing + entertainment
Bridging a 70-year innovation gap
Kryder’s Law
Moore’s Law
Metcalfe’s Law
Copper Loop Femto Cells
KBytes GBytes TBytes
Hard Disks USB
KHz GHz
x86 Atom
Fixed Broadband LTE
Clunky/Slow Sleek/Fast
Desktop Mobile UMPC
Gilder’s Law
“Bandwidth Doubles Every 6 months”
“Processor Speed Doubles Every 18 months”
“Value Increases by the Square of the Number of Devices”
DE
VIC
ED
EV
ICE
PR
OC
ES
SIN
GP
RO
CE
SS
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ST
OR
AG
ES
TO
RA
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NE
TW
OR
KN
ET
WO
RK
Foundation technology trend
“Hard Drive Density Doubles Every 13 months”
MBytes
MHz
Mobile
Laptop
Mobile2/3G
Fixedline
Data DSL, WiFi, WiMax, IP
Cable,satellite
seamless
PAN HAN VAN LAN MAN WAN
continuity
Multi-Service Expectations
Application – Network continuum
REAL TIME
1) APPLICATIONS
3) NETWORK
NEAR REAL TIME BATCH
CONNECTED DIS-CONNECTED
LOW B/W HIGH B/W
2) DEVICES
A fresh look at cloud based services
“A cloud based service is more than• business applications
• running remotely on shared infrastructure • fully managed by a technology provider.”
mobilebroadband television
ConsumerConsumerSMBSMBEnterpriseEnterprise
fixed linedata centerbandwidth
B2C cloud“Mature”
B2B cloud“Emerging”
SaaS
B2B2C“Opportunity”
Product Development• Solve real life needsProduct Development• Solve real life needs
Promotion and Communication
• Print, audio, video, web
Promotion and Communication
• Print, audio, video, web
Pricing & Purchase Experience
• Value for money• Physical presence
Pricing & Purchase Experience
• Value for money• Physical presence
Product Experience• Ease of use• Reliable connection
Product Experience• Ease of use• Reliable connection
Care Experience• Call center• Self Service
Care Experience• Call center• Self Service
Billing & Payment Experience
• Billing accuracy• Multiple payment options
Billing & Payment Experience
• Billing accuracy• Multiple payment options
Exit Experience• Hassle free processExit Experience• Hassle free process
What the customer expects from a B2C cloud
It has taken ~25 years for the telecom industry to build a mature service culture
Parameters Metrics
Subscribers 105 m
CDRs/ day 3 b
Call Center Calls / month
~ 65 m
IVR Calls / month
~ 400 m
Self Service / month
~ 240 m
Call Center Agents
~ 15,000
What the customer expects from a B2B cloud
Product Development• Solve business problems Product Development• Solve business problems
Promotion and Communication
• Web
Promotion and Communication
• Web
Pricing & Purchase Experience
• Cost Savings• Virtual / Online
Pricing & Purchase Experience
• Cost Savings• Virtual / Online
Product Experience• Ease of use• Stability and availability
Product Experience• Ease of use• Stability and availability
Care Experience• Online resolution• Call center support
Care Experience• Online resolution• Call center support
Billing & Payment Experience
• Billing accuracy• Online payment options
Billing & Payment Experience
• Billing accuracy• Online payment options
Exit Experience• Easy un-subscription
Exit Experience• Easy un-subscription
The B2B cloud industry has to be ready to meet customer expectations
Parameters Metrics
Subscribers ??
Transaction volume ??
Customer Care calls ??
Self service ??
Example: Airtel cloud computing stack for SMB
Desktop, Servers Desktop, Servers BandwidthBandwidth Data Center…Data Center…
email & Instant Messaging
email & Instant Messaging
Domain name & website
Domain name & website
Document Mgmt…Document Mgmt…
CRM….CRM….
HRMSHRMS PayrollPayroll Accounting…Accounting…
ERPERP BillingBilling
School Mgmt Solution
School Mgmt Solution
Loyalty Mgmt Solution
Loyalty Mgmt Solution
Analytics Solution…Analytics
Solution…Niche Solutions
Common Business Applications
Common Internal Applications
Common Office Applications
Basic IT Infrastructure
Mat
uri
ty
Example: Airtel’s launched offerings
Hosted Email
• Powered by Microsoft Exchange Server 2007
• Advanced mailing and collaboration features
• Comes in various configurations at different price points – basic webmail, pro mail, business mail
• http://www.airtel.in/hostedmail
Net PC
• Powered by Nivio Companion
• Thin client to connect to internet and access software, documents etc.
• Comes with LCD monitor key board, mouse and licensed software from Microsoft
• http://www.airtel.in/netpc
Online Desktop
• Powered by Nivio Online Desktop
• “Computer in the cloud” –accessible from any web browser
• Comes with storage, productivity applications, sharing, security, data synchronization etc
• http://airtel.nivio.com
Industry ecosystem – three players with complementary strengths
Nivio, ZOHO,
Jamcracker, etc
Strengths• Flexibility
• Implement customized solutions• Localized offerings
• Innovative
Nivio, ZOHO,
Jamcracker, etc
Strengths• Flexibility
• Implement customized solutions• Localized offerings
• Innovative
Google, Microsoft, IBM, TCS
Strengths• Highly skilled resource pool• Large amount of investment
on cloud technologies• Mature product development
experience
Google, Microsoft, IBM, TCS
Strengths• Highly skilled resource pool• Large amount of investment
on cloud technologies• Mature product development
experience
Airtel, etc.
Strengths• Sales and Distribution reach• Know the customer, • Existing billing relationship• Customer Care
Airtel, etc.
Strengths• Sales and Distribution reach• Know the customer, • Existing billing relationship• Customer Care
Conclusions
SMEs seek a “one stop shop” for their ICT stack
Industry ecosystem will have to bring in combined strengths of big IT players + small IT players + service providers
SaaS requires alteast equal (if not more) emphasis on the “second S” - reach, barrier to entry, serviceability, upgrade path, etc.
Thank You