Product Assessment Orange Business Services Collaboration and Communications Services (Global Enterprise)

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1 The Web s Premier Source of Unbiased Analysis and Assessments of IT Equipment and Telecom Services Product Assessment Orange Business Services Collaboration and Communications Services (Global Enterprise) Market: Business Network and IT Services Class: Collaboration and Communications Services (Global Enterprise) Report Date: April 9, 2014 Analyst: Emma Keedwell, Principal Analyst, Business Network and IT Services Emma Keedwell Current Analysis Principal Analyst Summary Strong Competitive Vulnerable Product s Overall Orange Business Services Collaboration and Communications Services (Global Enterprise) Copyright 2014 Current Analysis, Inc. IPT/UCaaS IP PBX UC Services Service Delivery Product Class Average Competitive Strengths Orange Business Services reaches more than 100 countries with its IP telephony services, broader reach than many competitors. Orange Business Services works with leading vendors to deliver the carrier s services around the world. Orange Business Services has several very large reference customers for its global IPT-UC services. The carrier s SIP trunking offer provides full PTT replacement in 16 countries. Orange Business Services backs its IPT-UC solutions with a full suite of professional and integration services and in-country resources. Competitive Weaknesses Compared to ITSP competitors, Orange Business Services professional services resources are less robust. Orange Business Services takes more of a vendor-led approach compared to competitors that have made acquisitions to develop differentiated services. Competitors have developed a range of specific UC professional services engagement models targeting specific phases from evaluation to deployment. 1

2 Current Perspective: Orange Business Services (OBS) is an innovative leader in the global enterprise market for collaboration and communications services, due to its global resources, portfolio and customer support organization facilitating delivery across regions. OBS owns a global network and can deliver a full portfolio of mobile and fixed voice; audio, video and web conferencing, and contact center services. OBS has grown its ability to link to any current business environment and deliver IP based services to the largest MNCs in the world, adopting a vendor agnostic approach in its Business Together portfolio. The operator offers a comprehensive choice of delivery models, whether premises-, cloud-based or hybrid model. OBS has exceeded 300 IPT-UC customer deployments, and manages more than 1.2 million IP phones. The operator is particularly experienced in projects supporting over 20,000 seats and positions itself as a global integrator of communication services, adopting an end to end approach. OBS differentiates through integrating the best of a vendor s capabilities depending on individual customer requirements. Microsoft Lync is fully supported, and can be delivered integrated, managed or as a service. OBS offers enterprise voice and conferencing, and with an option to integrate fully with Avaya or Cisco at the API level, the SIP trunking or call control level. OBS has deployed approximately 30,000 Microsoft Lync seats. OBS UCaaS cloud-based Business Together as a Service is based on Cisco HCS, and is deployed in 60 multinational accounts. OBS differentiates with a customizable end-user and admin portal, accessed via a secure, business-grade VPN connection (third party) to the Business Service platform hosted in Orange data centers. OBS has expanded its professional services team to above 300 people, helping customers to assess, design and implement UC-based solutions, which result in providing pay as you grow and save as you scale down commercial frameworks. Local billing in over 180 countries, equipment ordering and rapid, global, deployment ability (weeks not months), are the main differentiators although there are some geographic regions where competitors can still claim an advantage. Versus ITSPs (e.g., Dimension Data etc.) OBS scale in professional services staff is smaller but a blended approach (IT and voice) stands it in good stead for UC deployments. OBS utilizes an ecosystem of partners to deliver services, but competitors such as AT&T and BT have opted to make acquisitions to provide additional features, creating a competitive advantage over OBS. Strengths and Weaknesses Strengths One of OBS key strengths is the carrier s ability to deliver global IP telephony as a managed service in over 100 countries. OBS has extensive geographical coverage for IP telephony services, SIP trunking, and on-net audio and video conferencing, as well as inbound call collection for contact centers in 136 countries, which is much greater than many of its top competitors. OBS is working with leading vendors to deliver more integrated solutions and is proactive with highlighting close partnerships and customer references. Business Together as a Service, based on Cisco HCS, is fully available in 47 countries in Europe, Asia, North and South America. OBS provides IPT and UC soft clients with key features including IM, presence, telephony, and calendar, collaboration, conferencing and mobile integration, along with advanced telephony features, all with usage based pricing. OBS has publicized several large reference customers for its communication and collaboration services. For example OBS was chosen to deliver a fully managed Lync service to 153,000 users connected to the PSTN via Business Talk. OBS will provide end-to-end services, including management of all underlying services. Danone is deploying Business Together as a Service to provide 100,000 employees with an integrated UC and collaboration solution with end user training/consulting and Business VPN and traffic. OBS can provide local telephony and SIP trunking (full PTT replacement unplug ) in 18 countries (mostly in Europe, including Poland, and the U.S.) with more inbound/outbound features, (e.g. emergency services, access to nongeographical numbers, short code numbers, registration to national inquiry database) to make a better business case for consolidating voice suppliers. Furthermore the operator offers direct inward dialing (DID) in 12 countries. 2

3 OBS can provide a full UC solution, including professional and integration services, training, internal communications, (i.e. posters, internal promotional material, end user videos etc.), dedicated helpdesks and end-user support. Web portal automation and local in-country resources (in 166 countries) with integrated, follow-the-sun support capabilities are strong differentiators for OBS when targeting global customers. The company is continually innovating the portfolio and plans are in place to develop VOS and VOI, whilst VoADSL is already available. Weaknesses Compared to competing ITSPs such as HP and IBM, and specialist UC providers such as Dimension Data, Orange s scale in terms of service delivery staff, certified Cisco and Microsoft personnel and professional services consultants appears to be less robust. OBS tends to base its communications and collaboration strategy around a more conservative vendor-led approach, although not confined to a single-vendor approach. This contrasts with providers such as AT&T and BT that have made good acquisitions (Interwise and Ribbit) and built proprietary platforms to support their UC portfolio, which offers some differentiation. OBS could consider developing targeted consulting modules that will assist with business case creation and grow consulting revenues in line with other global rivals. Product Metrics Orange Business Services Collaboration and Communications Services (Global Enterprise) Cloud/Hosted Solutions Service(s) Name Geographic Reach Value Business Together as a Service (supported by Business Talk for VoIP, SIP trunking, inbound call collection) Available worldwide in six continents and 44 countries Platform Cisco HCS and Microsoft Lync 2010 and Lync Cisco based B2GaaS was available late 2011 with a global marketing launch in April Lync aas is available from the end of 2013 on a dedicated hosted platform with per user pricing. The full aas model is available from Q Service Delivery Model Access Options NRC MRC Handsets Included Contract Length Service Availability SLA Dedicated: No Multitenant: Dedicated multi-instance - UC Services SIP trunking access available in 136 countries, Ethernet, SDSL, mobile access; support for thirdparty IP VPN networks. Local calling DID, dial tone 18 countries. TDM: switched and dedicated access. IP VPN access. OBS has 54 voice PoPs in 38 countries, with more than 65 interconnected partners creating an expansive voice network and Business Talk voice services are offered on-net in 136 countries and off-net in 87 countries,redundancy: dual router, dual access, dual PoP One-time service and site activation fee MRC per user, per profile, per month based on the profile selected per user (6 user profiles ranging from telephony only to full collaboration everywhere) Phones sold directly to customer, leased or can be included in an opex model Contract length: 3 to 5 years Service availability 99.95% platform Continued 3

4 Product Metrics: Voice Quality SLA Voice Network Availability: 99.99% MOS: 4.1 Call Completion Ratio (CCR) = 99.8% Post Dial Delay (PDD) = 4 sec Underlying Transport SLA Packet delivery: ranges from 0.1% to 0.4% Other SLA Managed Premises-based Solutions Service(s) Name Geographic Reach Voice & UC Vendors Supported Access Options NRC MRC Buying/Leasing Options for CPE Handsets Included Per Seat Pricing Availability Contract Length Service Availability SLA Jitter: 40 ms or less Latency: less than 100 ms worldwide Not available Business Together premises-based offering (supported by Business Talk VoIP, SIP trunking and inbound call collection) Business Talk: 136 countries. Full PSTN replacement in 18 countries (Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Spain, Sweden, Switzerland, UK, USA, Portugal, Finland). Managed IP PBX: 213 countries Aastra, Alcatel-Lucent OmniPCX Enterprise, Avaya Communications Manager & Aura Session Manager, Cisco Unified Communications Manager & Unified Communications Manager Express, Microsoft Office Communications Server 2007, Microsoft Lync 2010 & Lync 2013, and new vendors integrated into certification programme, Unify Openscape Voice (formerly known as Siemens) and Mitel SIP trunking: Access via MPLS, customers can also use symmetric DSL, and Orange Business will support access delivered via a 3rd party. TDM: switched and dedicated accessintra company calling on-net 136 countriesinternational calling off-net 87 countriesdomestic calling off-net 78 countrieslocal calling DID, dial tone 18 countries, OBS support geographic redundancy options. Customer Managed: equipment resale, design, deployment and maintenance with break/fix & remote assistance operational services Orange Managed: end-to-end service with equipment provisioning:rental Model end-to-end service including IPT core equipment (excludes IP phones)resale Model customer owns equipment ordered directly or through a leaseassess, design, deployment, management Per user, per month based on number of active users; also MRC per gateway Rental, resale and leasing options available Phones sold directly to customer, leased or can be included in an opex model Price per endpoint available Contract length: 3 to 5 years Application Server Availability: 99.95% (on customer premise) Voice Quality SLA Voice Network Availability: 99.99% MOS: 4.1 Call Completion Ratio (CCR) = 99.8% Post Dial Delay (PDD) = 4 sec Business Talk offers high availability with enhanced voice QoS monitoring in place 24/7 and centralized voice reporting. Underlying Transport SLA Packet delivery: ranges from 0.1% to 0.4% Other SLAs Available Jitter: 40 ms or less Latency: less than 100 ms worldwide Not available Continued 4

5 Product Metrics: UC Services Audio Conferencing Web Conferencing Video Conferencing Geographic Regions of Bridging Exchanges Video Software Clients Supported Managed Telepresence Geographic Regions of Bridging Exchanges IM, and Desktop Integration Softphone Support IP Contact Center Mobile Capabilities IPT and UC Sales and Service Delivery Sales Strategy UC Professional Services Type of Partner Status Achieved UC Delivery Capabilities Orange Audio Conferencing, on-net conferencing in 136 countries Cisco WebEx, Microsoft Lync, Adobe Acrobat Connect Open Videopresence on-net video 106 countries, Telepresence as a Service. Platform support: Cisco CTX, Polycom Open Videopresence has three exchanges located in France and the U.S. A range of Cisco and Polycom immersive/non-immersive video options; also supports Huawei and a range of other platforms including LifeSize (Avaya), Sony, Aethra Telecommunications. Orange Business Services offers its own branded ios and Android mobile video clients and supports thirdparty standard mobile device clients. Includes Avaya (formerly RADVISION) and additional bridging platforms. Telepresence exchange includes CTMS, MSE. Telepresence service has two exchanges located in France and the U.S. Microsoft Lync 2010, Lync 2013, Microsoft Exchange 2010, Microsoft SharePoint 2010, IBM Sametime and Lotus Notes (on request); Microsoft is integrated with leading telephony vendors; Cisco UC integrated with Lync and Gmail on request; and SIP trunking. Federation through Nextplane available for IM and Presence. All major vendor softphones are supported including Avaya one-x, Cisco Jabber, Microsoft Lync Services based on Avaya, Cisco and Genesys. Contact Center Access - call collection solution that supports real-time routing management. Available in more than 100 countries, can provide local numbers in Africa, India and Turkey. Network-IVR - Interactive Voice Response. Flexible Contact Center - hosted contact center solution based on CosmoCom, recently added features include database access, voice recognition, mail and chat. Managed Contact center - managed premises-based solution. Orange Business Services also supports contact center features from the Cisco HCS platform for Business Together as a Service. Alcatel-Lucent Cellular Extension, Avaya Extension to Cellular, Cisco Unified Mobility, and Microsoft Mobility, supported for single-number reach, simultaneous ringing of desk phone and mobile, calling from mobile through IP PBX, and UC client on mobile phone for presence and IM A focus on transformation: lower voice and telephony costs today through PBX management and VoIP, while supporting a client s UC roadmap; fully support best-in-class approach with a flexible service model based on operational best practice: ITIL, ISO certified 50 presales Solution Specialists and Architects and 100 billable consultants in every major country around the world provide consulting, assessment, and designproject Management, Field Engineering for deployment and break/fix in 166 countries Avaya: Global Gold partner and Platinum partner in Europe Cisco: Global Gold partner, Managed Services Master Certification worldwide, Global Cloud Provider and UC Master Certification in the U.S. and France Microsoft: Gold partner Communications Competency for Microsoft Lync, Premier Support for Lync global partner Polycom: Global Strategic Partner Design: 100+ experts provide presales consulting and complex solution design Implementation: 250+ trained and certified project managers and 1,500 field engineers Maintenance and management: 350 local specialists worldwide for ongoing support and management 5

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