Collaboration Across the Mobile Enterprise

Australia ICT Outlook 2013

Audrey WilliamHead of Research ICT, ANZ

December 5th, 2012

Agenda

The Mobile Enterprise

Communications across the Mobile Enterprise

Market Developments

Conclusion

2

#1 Communications and Collaboration will revolve around Mobility

3

Source: Statcounter Global Stats, KPCB

Did Android just outsell iOS Devices?

4

Source: Google I/O conference, June 2012

#2 OTT and Social Media Applications usage on the rise

5

• E-mailing and making calls from social media platforms such as Facebook and Skype will be common in the future • Apps such as WhatsApp and Viber eat into SMS revenues

• Download the app and it is free, why pay for communication services?

• Consumer videoconferencing on the rise

#3 UC as a Services Accelerates in the ANZ region

6

2011 2012 2018

$ 411.3 $ 466.8

$ 1100

Market Size USD Million $1.1 Billion Market in 2018

Key Trends:

• Telcos rising as key players

• Rise of cloud UC platforms

• Managed video growing in

maturity

• Increase in SMB specific

solutions

• Growing demand for

professional servicesSource: Frost & Sullivan

34% of organisations in Australia have a BYOD option in place

7

#4 BYOA - The App Store Phenomena

8

• Thousands of apps available for download via the Google Play Store and Apple App Store

• Cloud and mobility changing the way users access information and way businesses provide service

• Popular business apps include Skype, Dropbox, iCloud, WebEx and QuickOfficePro

#5 BYOD and BYOA – New challenges for the CIO?

9

• Business consulting• Process definition and optimization• Requirements assessment

Consulting & Professional Services

• Network security (VPN/LAN/WAN)• Access security (Authorization, authentication, encryption)• Device security (Location, backup, remote wipe/lock)• Reporting

Security Management

• Over-the-air mobile device management• Software and configuration• M2M

Device Management (All Types)

• Application and content monitoring• Enterprise App Store• Cloud/first-use provisioning

Application & Messaging

Management

• Help desk and escalations• Device, OS, software and configuration updates• SLA validation

Service Management

• Mobile asset tracking• Fleet/workforce management• Warranty, repair, insurance

Maintenance Management

• Integration with enterprise systems and applications• Integration with additional managed services offerings• SLA definition and management

Service Delivery

Source: Stratecast, Frost & Sullivan

EMM (Enterprise Mobility Management) Solutions Framework

#6 The Future of Big Data

10

Voice E-mail Call Recording

Speech Analytics

Web Chat Social Media

Customer Surveys

Mobile Interactions

Customer Feedback

• How do you analyse the data and use it for future sales, marketing, customer service decisions?

• What negative and positive trends can be analysed from all the interactions?

• What new services can be created or should be discontinued?

• What does the social media interaction reveal about the customer?

? ? ?

#7 Transition in the contact centre market

11

• Tailoring customer service around mobile devices will be critical

• Building apps as the new IVR

• Virtual Hold/Agent call back technologies will increase in importance

• The cloud will drive new conversations – for instance around Business Continuity Plans (BCP) and Disaster Recovery (DR)

New players, new business models and a crowded market in 2013 ?

12

Enterprise Communications and Collaboration

Enterprise Social

Networking

UnifiedComms

Video

Network operators

Enterprise Mobility

System Integrators

Contact Centre

Security

OTT Vendors

Pure play cloud

vendors

Conclusion

13

• Mobility will drive new levels of collaboration across the enterprise

• New vendors, system integrators and the rise of non-traditonal players in the marketplace

• Cloud, Mobility , Big Data and Social Collaboration, driving new opportunities in the UC Market in 2013

• EMM Solutions to grow in importance in 2013

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For Additional Information

Donna JeremiahCorporate CommunicationsAsia Pacific+61 (0) 8247 8927 djeremiah@frost.com

Carrie LowCorporate CommunicationsAsia Pacific+603 6204 5910carrie.low@frost.com

Jessie LohCorporate CommunicationsAsia Pacific+65 6890 0942jessie.loh@frost.com