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Collaboration Across the Mobile Enterprise (Australia Outlook)


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Frost & Sullivan 2013 Australia ICT Outlook Briefing

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Collaboration Across the Mobile Enterprise (Australia Outlook)

  1. 1. Collaboration Across the Mobile Enterprise Australia ICT Outlook 2013 Audrey William Head of Research ICT, ANZ December 5th, 2012
  2. 2. AgendaThe Mobile EnterpriseCommunications across the Mobile EnterpriseMarket DevelopmentsConclusion2
  3. 3. #1 Communications and Collaboration will revolvearound Mobility Source: Statcounter Global Stats, KPCB3
  4. 4. Did Android just outsell iOS Devices? Source: Google I/O conference, June 20124
  5. 5. #2 OTT and Social Media Applications usage on the rise • 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 rise5
  6. 6. #3 UC as a Services Accelerates in the ANZ region Market Size USD Million $1.1 Billion Market in 2018 $ 1100 Key Trends: • Telcos rising as key players • Rise of cloud UC platforms • Managed video growing in $ 411.3 $ 466.8 maturity • Increase in SMB specific solutions 2011 • Growing demand for 2012 2018Source: Frost & Sullivan professional services 6
  7. 7. 34% of organisations in Australia have a BYOD option inplace7
  8. 8. #4 BYOA - The App Store Phenomena • 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 QuickOfficePro8
  9. 9. #5 BYOD and BYOA – New challenges for the CIO? EMM (Enterprise Mobility Management) Solutions Framework • Business consulting Consulting & • Process definition and optimization Professional Services • Requirements assessment • Network security (VPN/LAN/WAN) • Access security (Authorization, authentication, encryption) Security Management • Device security (Location, backup, remote wipe/lock) • Reporting • Over-the-air mobile device management Device Management • Software and configuration (All Types) • M2M Application & • Application and content monitoring Messaging • Enterprise App Store Management • Cloud/first-use provisioning • Help desk and escalations Service Management • Device, OS, software and configuration updates • SLA validation • Mobile asset tracking Maintenance • Fleet/workforce management Management • Warranty, repair, insurance • Integration with enterprise systems and applications Service Delivery • Integration with additional managed services offerings • SLA definition and management Source: Stratecast, Frost & Sullivan9
  10. 10. #6 The Future of Big Data Call Voice E-mail Recording Speech Web Chat Social Media Analytics • How do you analyse the data and use it for future sales, marketing, Customer Customer Mobile customer service decisions? Surveys Feedback Interactions • 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?10
  11. 11. #7 Transition in the contact centre market • 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)11
  12. 12. New players, new business models and a crowdedmarket in 2013 ? Enterprise Social Video Security Networking Enterprise Communications and Collaboration System OTT Vendors Unified Integrators Comms Pure play cloud vendors Network Enterprise Contact operators Mobility Centre12
  13. 13. Conclusion • 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 201313
  14. 14. Follow Frost & Sullivan onFacebook, LinkedIn, SlideShare, and Twitter
  15. 15. For Additional Information Donna Jeremiah Carrie Low Corporate Communications Corporate Communications Asia Pacific Asia Pacific +61 (0) 8247 8927 +603 6204 5910 Jessie Loh Corporate Communications Asia Pacific +65 6890 0942