Mobile UCaaS Unified Comms as a Service - Disruptive Analysis Oct 2013

1,704 views

Published on

Presentation on the growing practical reality of operator-provided UCaaS propositions. Enterprises are finding it ever-harder to manage mobility & voice/video communications, given device diversity, BYOD and employee behavioural changes in using UC. Hosted options may allow greater flexibility - and also a better platform for future innovations such as app-embedded comms and WebRTC. Carriers can also blend in service value-adds such as roaming deals and WiFi access. Working with a 3rd-party UC vendor is likely to be a better bet than trying to implement UCaaS in an IMS.

Published in: Business, Technology
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,704
On SlideShare
0
From Embeds
0
Number of Embeds
8
Actions
Shares
0
Downloads
45
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Mobile UCaaS Unified Comms as a Service - Disruptive Analysis Oct 2013

  1. 1. UCaaS: Mobility & the Future of Comms Dean Bubley, Disruptive Analysis Singapore, Oct 23rd 2013 dean.bubley@disruptive-analysis.com @disruptivedean
  2. 2. About Disruptive Analysis        London-based analyst house & strategic consulting firm Cross-silo, contrarian, visionary, independent Advisor to telcos, vendors, regulators & investors Covering VoIP since 1997 & 3G/4G mVoIP since 2007 Published report on “Telco-OTT Strategies”, Feb 2012 New report on WebRTC, Feb 2013 Workshops on Future of Voice & TelcoOTT Twitter @disruptivedean October 2013 Blog: disruptivewireless.blogspot.com Copyright Disruptive Analysis Ltd 2013
  3. 3. Neuroscience explains reluctance to change  Predictable irrationality  Endowment effect Optimism bias Confirmation bias Defence of belief systems    Oct 2013 Copyright Disruptive Analysis Ltd 2013
  4. 4. UC & MOBILITY October 2013 Copyright Disruptive Analysis Ltd 2013
  5. 5. “Mobility” has many meanings & contexts Mobile Device October 2013 Mobile Network / Calls Copyright Disruptive Analysis Ltd 2013 “On the move”
  6. 6. Historically, UC/comms & mobile = 2 worlds Telco Comms as an “owned function” Comms as a “billed service” Enterprise control & numbering Call control in PBX/UC system On premise Fixed/short numbering 5-7 year cycles Little end-user choice Only limited technical Telco control & numbering Call control in telco network Managed service Mobile numbering 1-2 year cycles Personal preferences huge & commercial linkage in the past October 2013 Copyright Disruptive Analysis Ltd 2013
  7. 7. Two simultaneous challenges for IT/comms Cloud ? Classic enterprise IT & comms systems October 2013 Mobility ... and cost, security & better alignment with the business Copyright Disruptive Analysis Ltd 2013
  8. 8. BYOD realities     Becoming pervasive & inevitable 80%+ of employees use own devices/services for business... ... although a smaller % of companies have a formal BYOD policy BYOD typically driven by productivity, increased mobility & employee harmony reasons, rather than cost-saving BYOD prevalence (all business sizes), 2012 Source: Intel Survey Oct 2012, n=3000 October 2013 Copyright Disruptive Analysis Ltd 2013
  9. 9. BYOD is an acceleration of an old trend Home phone Fax 1993 PBX Home bPersonal band email 2003 Personal Email & social Company email Company mobile Deskphones losing to mobile calls & email... ... which are inherently more “consumerisable” October 2013 Potential reach of own device IP-PBX Copyright Disruptive Analysis Ltd 2013 Personal mobile 2013 Company Email & social UC Company mobile
  10. 10. Retain share of employee comms; manage risk  Need to be realistic: employees have broad choice of comms   Companies need mindset of “competing for market share”     Corporate policies & S/W for controlling most important risks Education & training of staff about risks Best-in-class tools & apps to capture & retain user “loyalty” Pick the winnable fights   Some choices made by clients / partners (eg LinkedIn, conferencing) Depends on industry & company More important to have company service than device October 2013 Copyright Disruptive Analysis Ltd 2013
  11. 11. BYOD risks & best-practice        Corporate-approved security software (needs to be cross-OS) Virtualisation / work & personal profiles and data stores Remote-wipe capability Liability for users’ personal data / privacy concerns Employee code-of-conduct Regulatory limits (vary by country / industry) Various issues around apps & containerisation approaches   Move to web-apps, browsers & HTML5 will add complexity Ongoing assessment of consumerisation trends / user perspective; responsiveness to change October 2013 Copyright Disruptive Analysis Ltd 2013
  12. 12. Not just BYOD.... countering the risk of BYOX   If corporate-run communications capabilities are not good enough, employees will start using their own web-based tools Staff already choose their own phones, WiFi hotspots etc.... Web-conferencing service Informal contact centre Messaging & enterprise social Enterprises need both strong policies & capable inhouse options to minimise risks of “self-outsourcing” October 2013 Copyright Disruptive Analysis Ltd 2013
  13. 13. “Communications” extends beyond mobile calls Mobile calls E2E/B2B/B2C SMS & IM & Email Conferencing from mobile Mobility ever more entwined with business process. Separation from UC/IT no longer realistic October 2013 Copyright Disruptive Analysis Ltd 2013 Mobile collaboration & productivity
  14. 14. Earlier versions of mobile UC were weak 03 06 08 3G Numbering issues VoIPo3G tricky Clunky UI / UX Roaming ? Provisioning / mgmt of apps hard October 2013 User unfamiliarity Platform / OS limitations Awkward WiFi experience Copyright Disruptive Analysis Ltd 2013 Unpredictable costs
  15. 15. 2013: Mobile UC & UCaaS vastly improved 06 (+08) Numbering best-practice VoIPo4G OK + QoS Design improved Platform / OS capable MDM & BYOD Better processes October 2013 Comms apps widely used WiFi improved & common Copyright Disruptive Analysis Ltd 2013 Tablet support
  16. 16. Changing: Service provider attitudes  In the past, telcos (especially mobile):     Now, things are changing:       Too focused on SIMs & minutes Coupling of access + service Limited understanding of enterprise needs & solutions & vendors Fixed/mobile hybrid offers More integration / solutions skill-sets Acceptance of 3rd-party access (WiFi, OTT etc) Willingness to work with key vendors Cloud, API & future potential roadmaps UCaaS (+mobility) now entering mass market October 2013 Copyright Disruptive Analysis Ltd 2013
  17. 17. Different UC options Sweet spot for most enterprises Non-unified cloud & web comms • Inexpensive • Cutting-edge • Secure? • Robust? • Mobility hard October 2013 Premisebased vendor UC • Capex+Opex • Feature set • Mobility? • Management • IT integration • Control • Separate comms services • Hard to provision SP-hosted vendor UC & mobility • Opex-centric • Mobile integrtn • Mobile VAS eg WiFi • Billing integration • Vendor ecosystem • Lower admin o/head • Easy updates • Managed security Copyright Disruptive Analysis Ltd 2013 SP innetwork IMS-based • Opex-centric • Flexibility? • Features? • IT integration? • Slow evolution
  18. 18. THE FUTURE OF VOICE & COMMUNICATIONS October 2013 Copyright Disruptive Analysis Ltd 2013
  19. 19. Intent.... Why do people make phone calls*, anyway? *or send messages, have conferences, use IM & presence October 2013 Copyright Disruptive Analysis Ltd 2013
  20. 20. Voice ≠ Telephony Historic communications Future voice apps & services Voice Voice & video Telephony Telephony Voicemail Conferencing PTT In-game chat, CEBP, surveillance, social Video voice, telepresence etc Communications getting richer & moving “in-context” October 2013 Copyright Disruptive Analysis Ltd 2013 Context, sense9
  21. 21. Fragmentation of voice (& msgng/video) models Standalone Circuit calls IP Embedded app/web calls Oct 2013 Non-call comms Copyright Disruptive Analysis Ltd 2013
  22. 22. The role of video in communications   Video really needs to have a clear “purpose” We will not default to “video everywhere”     Ergonomics, social norms, behaviour No interruptive straight-to-video calls Numerous niches for B2B, B2C, C2C     Even more contextualised than voice & messaging Skype calls between distant relatives / expats / diaspora Customer service (NB staff retraining) Personal consulting Need for interoperability unclear as in-context/in=app October 2013 Copyright Disruptive Analysis Ltd 2013
  23. 23. Mobile UC/UCaaS meets the Cloud APIs & mashups Integration Enterprise apps Social UC Cloud comms October 2013 Copyright Disruptive Analysis Ltd 2013 Recording Translation Analytics Transcription etc
  24. 24. October 2013 Copyright Disruptive Analysis Ltd 2013
  25. 25. Design & software simpler via the Web June 2013 Copyright Disruptive Analysis Ltd 2013
  26. 26. Benefits of WebRTC          Democratises voice & video in websites & apps Add context to communications & vice-versa Cheap / easy / open-source components Advocacy from Google, major vendors, telcos, IETF, W3C etc Enterprises & telcos can extend comms over the Internet Real momentum & enthusiasm No predefined signalling Growing ecosystem even pre-standardisation Realtime data even more disruptive October 2013 Copyright Disruptive Analysis Ltd 2013
  27. 27. WebRTC will drive disruptive service innovation Million Device base supporting WebRTC growing Zero4bn in 4 years Source: Disruptive Analysis WebRTC Strategy Report, Feb 2013 & Q2 Update August 2013 Definitions & methodology in report - See disruptivewireless.blogspot.com for details October 2013 Copyright Disruptive Analysis Ltd 2013
  28. 28. Conclusions  Mobility & cloud are two key drivers for enterprise comms & IT        Mobility = productivity, flexibility, lower costs, higher morale But need to acknowledge that BYO models inevitable for most Look for tools to help control security & spending... ... & retain enterprise “market share” of employee comms Mobile UCaaS maturing Fits with both BYOD & corporate-issued devices Aligns with future of comms (cloud, APIs, social WebRTC etc) October 2013 Copyright Disruptive Analysis Ltd 2013
  29. 29. www.disruptive-analysis.com disruptivewireless.blogspot.com @disruptivedean information@disruptive-analysis.com Skype:disruptiveanalysis October 2013 Copyright Disruptive Analysis Ltd 2013

×