Will voip & unified messaging become value added services to enterprise communications in the future
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Transcript of Will voip & unified messaging become value added services to enterprise communications in the future
Will VoIP and Unified Messaging Become Value-Added Services to Enterprise Communications in the Future?
By Jiaqi Sun, ICT Research Analyst, Frost & Sullivan
Agenda
2
4
3
5
6
Introduction
Markets Overview of VoIP, UM and UC&C
Service Delivery Models
UC&C Market Forecasts
Enterprise VAS and Investment Opportunities
Conclusions
1
7 Q & A
Introduction1
Introduction
Improving Quality of Broadband Technologies Drives Uptake of Enterprise Communications
Source: CDG and Frost & Sullivan analysis
Sub-Saharan African Timeline
2G2G 2.5G2.5G 3G3G Advanced BroadbandAdvanced Broadband 3.5 G-3.9G 3.5 G-3.9G
cdmaOne, GSM, TDMA,
GPRS, EDGEUMTS, CDMA2000 1X,WCDMA
1xEV-DO,HSDPA, HSDPA
EV-DO Rev. A/BHSPA, Fibre-optic/ADSL
HSPA+
SMS Ringtones
WAPBrowsingMMS
Video MessagingVideo StreamingMusic DownloadsLocation-based Services
EnterpriseMobile TVMusic DownloadsInternet Connectivity
VoIPVideo TelephonyTriple-playm-CommerceAdvertisingSocial NetworkingUnified Communications
All-IP Digital Convergence of Voice, Broadband Access, Mobile Data, Broadcast and TV Devices
1995 2000 2002 2007-2009 2009-2011
2002 2004-2007 2008-2009 2010-2012 2013-2015
LTE,Mobile WiMAX 802.16 d/e/m....
OFDMA-based
Broadband v2
Broadband
Introduction
Key Components of UC&C Solutions
Source: Frost & Sullivan analysis
Bubble size represents level of end user adoptionSource: Frost & Sullivan analysis
Ad
op
tio
n R
ate
Low
High
Introduction Growth Maturity Decline
Shared Bundles
Mobile Access to VPN
One Number and One Bill
Fixed Voice bundles and standard plans
Pico cells
Converged Devices
Mobile Centre
FEMTOs
Mobile voice services and standard plans
Mobile APN
Closed User Groups
SaaS
BES
Block Number
Portability
Self Service Portals
Bulk SMS Premium SMS
Billing Hierarchies
Tariff Analyzers
FM Bundles
FMC
Single Wallet
Fixed data plans
Mobile data plans
These services have become commoditised and in cases
where uptake is minimal, there is a very limited likelihood for significant growth except for
mobile access to VPN
These services are increasingly becoming available and current and future end user adoption is
expected to grow
Most of these services have been launched recently
therefore operators are still trying to generate acceptance
in the market Others have failed to generate
interest in the market
Mature voice services drive VoIP, UM and Enterprise Mobility as Value-Added Services (VAS)
Mature voice services drive VoIP, UM and Enterprise Mobility as Value-Added Services (VAS)
Introduction
Fixed and Mobile Voice Services are Mature in 2011
Introduction Consumer VoIP and IM Have Evolved into Enterprise Grade UM and UC&C
VoIP+IMVoIP+IM UMUM UC&CUC&C
Source: Frost & Sullivan analysis
• Driven by cost reductions and the streamline of ICT systems, social media and fragmented legacy enterprise systems are migrating to one single unified system
• VoIP and UM are two primary components of UC&C solutions represent 85% of revenues of integrated UC&C solutions
• Conferencing and collaboration are future growth drivers
• Integration of ICT Systems with Those of Customers and Suppliers is One Critical Means for Change in the Future
Introduction
Improving Network Capacity is Key Driver and Limited Interoperability is Primary Restraint
Software-centric
communications solutions
Reducing bandwidth costs and improving
network capacity
Improvement of Work Efficiency
Outsourced Contact Centres
CAPEX and OPEX
Reductions
Source: Frost & Sullivan analysisSource: Frost & Sullivan analysis
Lack of proven case
studies
Limited interoperability
of different systems and applications
Budget Constraints
of SMEsLow awareness of unified benefits
Legacy customer premise
equipments
Drivers
Restraints
Introduction South Africa, Nigeria and Egypt are Key-Growth Markets of UC&C Solutions in Africa
Note: All figures are rounded; the base year is 2010.
Source: Frost & Sullivan analysis
Low
High
High
GDP Per Capita (Current $)
Ven
do
r M
arke
t
Rev
enu
e C
AG
R D
uri
ng
200
8-20
10 (
%)
Nigeria
Kenya South Africa
Low
0.25
0.0
0.5
3,500.0 7,000.0
Africa AverageTanzania
Vendor Market Revenues
Mauritius
Egypt
Senegal$46.1 million
$75.0 million
$14.0 million
$187.5 million
$32.2 million
$21.3 million
$9.2 million
$30.0 million
BPO and contact centres are driving the uptake of VoIP and UM solutions
Regulatory restrictions in Africa on e.g. VoIP were
the primary causes for slow adoption of UC&C
solutions
Markets Overview of VoIP, UM, and UC&C2
Markets Overview of VoIP, UM, and UC&C
VoIP and UM are Expected to Maintain Double Digits Growth in South Africa in the Next 5 Years
2015
Mark
et
Volu
me
Low
High
Introduction Growth Maturity Decline
VoIPFax
Collaboration
Voice Mail
2010 20202005
IM
Video Conferencing
Tele-presence
Fully Integrated UC&C Solutions
Year
Source: Frost & Sullivan analysisNote: Bubble size represents revenues accruing to vendors. Solutions are not mutually exclusive
UM
VoIP CAGR 21%
UM CAGR 30%
UC&C CAGR 32%
• 100,000 VoIP Users
• 81,500 UM Licenses• 3,450
UC&C Subscribers
Markets Overview of VoIP, UM, and UC&C VoIP Product Evolution Process
Current services Anticipated services
Source: Frost & Sullivan analysis
Trend VAS in addition to VoIP include for example bundling hosted services with voice management services
2010 2012
LCR
Voice Services
Converged Voice and
Data Services
VASBundled Services
Number Portability
Carrier Pre-select
Local Loop Unbundling
Markets Overview of VoIP, UM, and UC&C Key VoIP Market Participants in South Africa in 2011
Markets Overview of VoIP, UM, and UC&C IM Becomes Central Software and Computing Devices Become Central Hardware of UC&C
Consumer IM
Enterprise IM
IM with VoIP
IM with VoIP and
VideoUM UC
1996 1999 2002 2003 2005 2009-2015
UC&C
2010-2020
Source: Frost & Sullivan analysis
• IP Telephony vendors are leading UC&C technology vendors Cisco, Avaya and Alcatel-Lucent
• Microsoft and IBM are primary vendors in the enterprise IM solutions
• Polycom, Google and HP are expected to grow their presence in the future
Markets Overview of VoIP, UM, and UC&C Key UM and UC&C Market Participants in South Africa in 2011
UC&C
Software Vendors
System Integrators
Distributors and Resellers
Hardware Vendors
Network Operators
Source: Frost & Sullivan analysis
Note: Others include Datacentrix Holdings Ltd., Spescom, UCS Group and Altech Technology Concepts
Note: All figures are rounded; the base year is 2010.Source: Frost & Sullivan analysis
Note: others include Microsoft, Mitel Network Corporation, IBM and NEC Corporation
Note: All figures are rounded; the base year is 2010.Source: Frost & Sullivan analysis
Technology Vendor Market Shares
System Integrator Market Shares
Markets Overview of VoIP, UM, and UC&C Cisco and Dimension Data Leading UC&C Market Participants in South Africa in 2010
UC&C Market Forecasts3
0.0
100.0
200.0
300.0
400.0
500.0
600.0
2009 2010 2011 2012 2013 2014 2015 2016
Year
Rev
enue
s ($
Mill
ion)
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
Rev
enue
Gro
wth
Rat
e (%
)
Revenues ($ Million) Revenue Growth Rate (%)
CAGR: 25.9%
UC&C Market Forecasts
UC&C System Integrator Market Revenues Forecasts in South Africa
Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan analysis
0.0
50.0
100.0
150.0
200.0
250.0
2009 2010 2011 2012 2013 2014 2015 2016Year
0.0%5.0%10.0%15.0%20.0%25.0%30.0%35.0%40.0%45.0%
Re
ve
nu
e G
row
th R
ate
(%
)
VoIP Revenues ($ Million) Unified Messaging Revenues ($ Million)
Conferecning Revenues ($ Million) Others Revenues ($ Million)
VoIP Revenue Growth Rate (%) Unified Messaging Revenue Growth Rate (%)
Conferecning Revenue Growth Rate (%) Others Revenue Growth Rate (%)
Re
ve
nu
es (
$ M
illio
n)
Note: Other revenues include tele-presence and tele-collaboration features
Growth Rates of UC&C Components
20%-40% 2011-2016
$500 million$500 million
$120 million$120
million
• VoIP is expected to remain the high growth rate (35%-40%)
• Conferencing is expected to show strong growth rate from 2013
• VoIP is expected to remain the high growth rate (35%-40%)
• Conferencing is expected to show strong growth rate from 2013
UC&C Market Forecasts
VoIP and Corporate Customers Remain Primary Revenues of UC&C Market in South Africa
Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan analysis
2009 2016
2009 2016
Note: Others include tele-presence and tele-collaboration
UC&C Market Forecasts
The Public Sector is Expected to Maintain a High Growth Rate of About 30% in the Next 5 Years
Note: All figures are rounded; the base year is 2009.Source: Frost & Sullivan analysis
0.0
50.0
100.0
150.0
200.0
250.0
300.0
2009 2010 2011 2012 2013 2014 2015 2016
Year
Rev
enu
es
($ M
illio
n)
-20.0%
-10.0%
0.0%
10.0%
20.0%
30.0%
40.0%
Rev
enu
e G
row
th R
ate
(%
)
Financial Services Sector Revenues ($ Million) Telecommunications Sector Revenues ($ Million)
Public Sector Revenues ($ Million) Other Sectors' Revenues ($ Million)
Financial Services Sector Revenue Growth Rate (%) Telecommunications Sector Revenue Growth Rate (%)
Public Sector Revenue Growth Rate (%) Other Sectors' Revenue Growth Rate (%)
Note: Other sectors’ revenues include revenues from the hospitality, healthcare, manufacturing and mining sector
UC&C Market Forecasts
Telecommunications and the Public Sectors are Primary Revenues of South African UC&C Market
2009 2016
Note: All figures are rounded; the base year is 2009. Source: Frost & Sullivan analysis
• The public sector is the leading segment in the VoIP market. Retail and tourism sectors have seen strong growth between 2008 and 2010
• Financial services sector is the leading segment in the UM market. Outsourced contact centres and business services are expected to drive UM uptake in the future
Service Delivery Models4
Service Delivery Models
Managed and Hosted Services Delivery Models are Prominent in the SMEs Segment
Customer Premise Equipment
Outsourcing Services
SaaS
On-premise Off-premise
Man
agem
ent
Service Delivery Method
Hybrid
External
Internal
Hybrid
Note: * Referring to public cloud via the Internet
Clo
ud*
Co
mp
utin
g
Managed Services
Hosted Services
Managed Customer Premise Equipment
Source: Canalys and Frost & Sullivan
Service Delivery Models Cloud-based Solutions are Gaining Momentum in the Large Enterprises Segment
Note: SaaS - Software as a Service; IaaS - Infrastructure as a Service;
PaaS - Platform as a Service
Laptop
Public and Private Cloud Networks
Source: Frost & Sullivan analysis.
Service bundles of SaaS and IaaS i.e. PaaS become one of the competitive strategies in cloud computing market in Africa
Enterprise VAS and Opportunities5
Voice + SMSVoice + Messaging +
Internet
Voice + Multimedia +
Applications
Traditional Mobile
Communications
Basic Mobile
Communications
Advanced Mobile
Communications
VAS Delivery Mediums Examples
SMS/MMS Premium-rated SMS, SMS/MMS subscriptionsUSSD Airtime transfer, mobile money transferIVR Information services by dialing short-codes
Web Images, music, game and video downloading
Combinations of above mediums WebtoSMS, SMStoEmail, Voice SMSSource: Frost & Sullivan analysis
Enterprise VAS and Opportunities
VAS are Value-Enhancing Alternative Channels to Increase Customer Loyalty
Enterprise VAS and Opportunities
VoIP and UM Bundles will Become Enterprise VAS Driven by Software-Centric Systems
Note: Other enterprise VAS are mainly application-based services including mobile advertising and marketing, premium-rated SMS, FMC/telemetry services, shared bundles , and customer support services. Other consumer VAS include, among others, CUG, maps, email, and social networking applications. Source: Frost & Sullivan analysis
VoIP+ UM
• Mobility is one of the key drivers of unified communications
• By leveraging current VAS applications e.g. EmailtoIM, SMStoEmail, VoiceSMS, FaxtoEmail, mobile VoIP and UM will become the cost-effective enterprise-grade VAS
Enterprise VAS and Opportunities VoIP and UM Bundles are Expected to Become New Sources of VAS Revenues
Source: Frost & Sullivan analysis
Probability of Success
Low High
Low
High
Imp
act
on R
eve
nue
Gro
wth
If
Suc
cess
ful
Mobile payment/commerce
Mobile advertising/marketing
Telemetry services
Video calls
Mobile TV
Rate Analyzers
Bulk SMS
Tracking of mobile phones
Self-service portals
VoIP and UM
bundles
CUG
Challenges • Strategic operators in Africa such as MTN and Airtel seek new sources of revenues
• Poor network coverage on premises is a barrier for adopting mobile services by enterprises
• With extensive adoption of Smart Phones, enterprise communications become more flexible
• Smart Phones (Blackberry and iPhones) are driving the growth of data services for corporate and individual consumers
• Mobile VoIP• Mobile UM (SMStoIM,
SMStoEmail)
• Dedicated cellular routers (Femtocell/Picocell/Distributed Antenna System) improves the quality of enterprise communications
• Closed User Group (CUG)
• Enterprise mobility solutions: workers are travelling within and between office buildings and branches carrying their Smart Phones
• Fixed Mobile Converged Services• Mobile UC&C
Dedicated Cellular RoutersDedicated Cellular Routers Smart Phones & Dedicated Cellular Routers
Smart Phones & Dedicated Cellular RoutersSmart PhonesSmart Phones
Short Term Medium Term Long Term
Revenue
Drivers
Source: Frost & Sullivan analysis
Devices
Enterprise VAS and Opportunities Smart Phones are Central Devices of Mobile Unified Systems Improving Enterprise Mobility
Conclusions6
Conclusions
Source: Frost & Sullivan analysis
ConclusionsBroad interoperability
drives large-scale service uptake
Next-generation networks reduce bandwidth costs
Budget constraints of SMEs are key criteria
for basing value propositions
End-users are appreciating the soft
returns of unified communications
Software-centric business models are
the core of IT architecture
Managed and hosted services delivery models are cost
effective
A value-added unified communications solution should be simple to implement, easy for customers to exploit and interoperable across networks and devices
A value-added unified communications solution should be simple to implement, easy for customers to exploit and interoperable across networks and devices
For Additional Information
Christie CronjeMarketing & Corporate Communications Manager(+27) 21 680 [email protected]
Kate HowarthSales Director (+27) 27 680 [email protected]
Birgitta CederstromBusiness Unit LeaderInformation & Communications Technologies(+27) 21 680 [email protected]
Merwin GrootboomAccount Manager(+27) 21 680 [email protected]