Emerging Trends in Unified Communications Applications and Services Market in India H1 2014

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1 Emerging Trends in Unified Communications Applications and Services Market in India H Rising Customer Expectations Lead to Higher Adoption of Unified Communications Solutions 9ABD-64 January 2015

2 Contents Section Slide Numbers Market Definition 3 Market Highlights and Key Trends 14 Competition Analysis 29 Strategic Recommendations 41 The Frost & Sullivan Story 44 9ABD-64 2

3 Research Objectives, Scope and Methodology Research Objectives This market insight analyzes the emerging trends in Unified Communications (UC) applications and services market in India for H It analyses the market trends, technology trends, revenue analysis and competitive scenario. The Unified Communication market is segmented into traditional telephony (IP and PBX), , unified messaging, IM/ Presence, mobility, contact center and video conferencing (audio, video and Web). Research Scope Geographic scope: India Research Methodology Primary research with OEMs Frost & Sullivan published research services Published news Company Web sites and other secondary sources 9ABD-64 4

4 Definitions UC Applications The key application segments and enabling platforms that form the total UC framework include: Enterprise Telephony includes KTS, WPBX, PBX, IP-PBX systems, IP hard phones and soft phones, and digital phones. includes and related calendaring software licenses. Unified Messaging includes applications which integrate the storage and accessibility of voice, fax and messages into a single mailbox which can be accessed via , telephone, Web browser or a unified client. Also includes sales of voice mail systems as they form an addressable opportunity for UM solutions. Conferencing & Collaboration includes video conferencing infrastructure and end-points (includes traditional video conferencing and Telepresence). Contact Center Applications includes product license sales of customer facing applications in the contact center. The applications included are Automatic Call Distributors (ACD), Computer Telephony Integration (CTI) systems, Interactive Voice Response (IVR) systems, Outbound dialers, and Multimedia systems. Mobility includes middleware applications and soft clients which enable the delivery of corporate desktop and voice communications via mobile devices. 9ABD-64 5

5 Definitions UC Applications (Continued) Unified Client, Presence & Integrated UC Applications: Unified Client includes software clients which provides instant messaging capabilities and/or ability to launch other UC applications such as IP Telephony and Conferencing & Collaboration with presence awareness. o Presence & Integrated UC Applications includes middleware applications which provide real-time status indicator of a user s ability and willingness to communicate through different communication tools within a network or enables integration of multiple UC applications. It also includes all-in-one application servers which provide presence, instant messaging, call management, conferencing and collaboration capabilities on one platform. 9ABD-64 6

6 Definitions UC Services Audio Conferencing Services Audio conferencing services are an enterprise-grade two way, full duplex interactive audio call between two or more parties. Segment On-demand or Reservation Less Conferencing Service is a non-operator assisted solution where users are allowed to hold a conference whenever needed without a reservation. This solution enables users to manage conference themselves. The Chairperson and participants dial in directly to the given number and pass code. Value Chain Participants Telecom service providers and conferencing service providers Scheduled or Attended Conferencing Service is an operator assisted service. There are 3 types of operator assisted services: An operator greets each participants as they join the call, records their names and any other information (as per request). An operator calls and joins the participants to the conference. Participants listen to music while on hold until all participants have been added to the conference. A professionally trained conference operator stays on line for the duration of the meeting. The operator has complete control in order to ensure the provision of all the services needed for a high-quality successful event. Telecom service providers and conferencing service providers 9ABD-64 7

7 Definitions UC Services Hosted/Managed Video Conferencing Services Hosted or Managed conferencing service delivery model involves the management and monitoring of customer premise-based equipment (bridges/ single codec video conferencing endpoints), irrespective of whether it is owned by the enterprise or obtained on lease by enterprise on contract basis. Segment Managed Video Conferencing Services include a gamut of services offered either on site or remotely through a central video network operations center (VNOC). Pricing for managed services is customized for each client, based on the comprehensiveness of the service bundle. The managed video service deal typically includes the following: Maintenance of hardware and software upgrades Leasing out of endpoints on contract basis Recording and archiving, events management, help-desk services VNOC services, such as remote management of endpoints and infrastructure Reservation, scheduling and conference management services: concierge services, on-site personnel for monitoring and support, bridging and gateway services Value Chain Participants Telecom service providers, telepresence room hosting providers Note: 1. Per guidance given by vendors in this market, the management and VNOC services are invariably bundled with the hosted video bridge service and are, hence, understood to be one and the same. Therefore, the managed and the hosted video bridge service have not been reported separately. In addition, globally, managed video services offered by the vendors are bundled with the product and the network(bandwidth). As bandwidth revenue is captured in other trackers, such as Network integration/ Enterprise Data Services, Frost & Sullivan considers only MCU services, VNOC and support services under the definition of Managed Video Services 2. Managed video conferencing service revenue has been captured based on the services listed above excluding the network, product and public video conferencing room rental revenues. 9ABD-64 8

8 Definitions UC Services Web Conferencing Services Web Conferencing Services Web Conferencing can be defined as online meetings that allow people to hold real-time, synchronous meetings and conferences over the Internet. To hold a Web conference, each participant needs to use a PC and a Web browser to interact and share information. The most basic feature of Web conference is screen sharing, whereby conference participants see content on the presenter s screen. The audio communication in a Web conference can be done either through a PSTN or VOIP. Typical features of Web conferencing include desktop sharing, application sharing, Web co-browsing, file transfer, chat, white boarding and annotation, polls and surveys, Webcam-based desktop video. Value Chain Participants Web conferencing service providers On-premises Web Conferencing Software On-premises Web conferencing software allows end users (organizations) to install the software on their own servers; this is especially useful to users who employ web conferencing extensively. The solution can be accessed by internal employees or external meeting attendees or both, but the solution is maintained by the in-house IT department. Segments Web Conferencing Hosted Services Service providers usually provide hosted Web conferencing in the Software-as-a-Service format (SaaS format). In this case, the Web conferencing software is hosted on the vendor's facilities and offered as a service to customers. This remotely hosted service is offered on a usage basis (cost per user per minute) or for a fixed fee (cost per port or seat). 9ABD-64 9

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