HOW UC AND MOBILITY INTERPLAY IN THE FUTURE

Transcription

1 HOW UC AND MOBILITY INTERPLAY IN THE FUTURE STRATEGIES FOR TODAY S CIOS ANTHONY BARTOLO PRESIDENT UNIFIED COMMUNICATIONS AND MOBILITY SERVICES NOVEMBER 2015, LA JOLLA, CALIFORNIA

2 ABILITY TO EXECUTE WHO WE ARE SERVICE PROVIDER TO SERVICE PROVIDERS AND FORTUNE % of the world s internet routes use our network We connect 4 of 5 global mobile subscribers Telecons use our network #1 only wholly owned fibre optic ring around the globe 710,000kms of subsea and Terrestsrial fibre 1 of 10 international calls on our network Our customers reach 99.7% of global GDP using our network COMPLETENESS OF VISION 2

3 GLOBAL REACH Ring Around the World Global Backbone Leadership in Global SIP Trunking 3

4 GLOBAL TRENDS PRESENT OPPORTUNITIES AND CHALLENGES On-premise to cloud Driven by depreciation and economics Intermediate stop at hybrid state Driven by commercials and flexibility Vendor licencing Global SIP trend Collaboration across multiple channels UC driving convergence of traditionally separate domains Harmonising user experience Contractual and operational Uniform SLAs Demand for global consistency BYOD Enterprise Unified experience for distributed workforce 4

5 CUSTOMERS WILL TAKE ON A HOLISTIC PERSPECTIVE IT S NOT WHAT YOU DEPLOY, IT S HOW YOU DEPLOY AND CONSUME IT >99.9% Applications e.g. contact centre, UCaaS unified conferencing, VCaaS >99.9% Data Centre SIP MPLS / IP Integrated SLA Physical Transport Look deeper the dependencies are relevant 5

6 Collaboration Apps SIP WILL FACILITATE CONVERGENCE OF SILOS Messaging Mobility Telephony Video Audio & Web Collaboration Network 6

7 RISE OF THE WORLD MOBILE WORKFORCE 3.5 BILLION BY million Potential shortage of workers with secondary Education qualified to work in labor-intensive Manufacturing and services in developing economies 38 million 40 million Potential shortage of college-educated workers in % Share of India, other South Asian nations, and Africa in global labor force growth Source: Mckinsey The world at work: Jobs, pay, and skills for 3.5 billion people 7

8 USERS (EMPLOYEES, CUSTOMERS, PARTNERS) WANT MOBILE ACCESS TO EVERYTHING 8

9 ENTERPRISE MOBILITY ISN T JUST ABOUT HIM 9

10 ENTERPRISE MOBILITY IS ABOUT THEM Employees Customers Business Partners No longer a side business 10

11 CUSTOMERS WON T IGNORE BYOD COMPLICATIONS IN THE MOBILE WORKFORCE APeJ 22% 8% 20% 20% 29% 1% 0% 20% 40% 60% 80% 100% BYOD only Choose Your Own Device (CYOD) Company-owned, Personal-enabled (COPE) Corporate-issued Mix of BYOD and Corporate-issued Other This blend indicates a maturing enterprise mobility market Source: IDC APeJ Enterprise Mobility Survey, April 2015, APeJ=

12 SURVEY: WHAT S IMPORTANT FOR LARGE ENTERPRISES? Secure Data over Mobile 89% Mobile Expense control 88% Quality of Mobile across business 86% Technical support 86% Remote/International Working 85% Support w/ Mobile Strategy 84% Mobilizing Applications 83% Are you doing this? 12

13 FACT: INTERACTIONS ARE CHANGING No Single Interaction Channel, Need to be Proficient in all Channels Percent of Respondents 80% 60% 40% 20% 0% Voice (agent) Fax Voice (self) Web SMS Chat Video Social Media IM Source: Webtorials Editorial/Analyst Division 13

14 FACT: DEMOGRAPHICS ARE CHANGING Major Customers Demographics are Fundamentally Changing with Different Customer Satisfaction Expectations OUTSOURCING MARKET 24% 25% 6% 45% USA Japan Europe Other Asia Sources: Trestle Group Consulting Report: The Emerging Philippine Value Proposition PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail Baby Boomers: born from 1946 to early 1960s; Gen X: born from 1960s to 1970s; Gen Y: born from 1980s to 1990s 78M Baby Boomers 55M Generation X 80M Generation Y 14

15 FACT: CUSTOMER SATISFACTION RISKS ARE INCREASING Risks are Increasing of Not Providing Expected Customer Experience 92% 80% 73% of consumers form an opinion about a company s image through their interaction with the Contact Center of companies believe they deliver a good customer experience 20% of consumers agree of Millennials [Gen X and Y] will leave after one bad experience 85% will tell others about their poor experiences Source: Benchmark Research, Webtorials Editorial/Analyst Division, Convergsys 15

16 LOOK FOR MODULAR AND CONSUMABLE SOLUTIONS ALLOW TO PLUG-IN TO YOUR UC AND MOBILITY STRATEGY SIP Trunking & MM SIP Trunking SIP Voice WebRTC API/SDK for Voice and Video White Labelling Any Platform Any Way Any Time Anywhere Contact Centre Skype for Business Video Conferencing & Telepresence Unified Conferencing Mobile SDK for Voice and video Enterprise Mobility Multi tenancy UC Interop 16

17 Mobility is at the center of Digital Transformation 17

18 BEGIN TO WEIGH THE BENEFITS OF MOBILE CONNECTIVITY AWARENESS VS. MOBILE COMPLEXITY Smart Devices 3G/LTE/Wifi Network Policies Subscriber Management Big Data Analytics RCS/IMS MOBILE AWARENESS BENEFITS Quality of Experience (HiFi Video) Real-Time Apps (UC) Presence / Location Control Cost Sponsored Data Activate Silent Roamers COMPLEXITIES Handovers CS Fallback, 4G <-> Wifi Regulatory Legal Intercept, 911 Billing International Roaming Quality of Service

19 WHAT IF YOU COULD GET MOBILE AWARENESS BENEFITS WITH NONE OF THE COMPLEXITIES? Global Call Control PoPs Hide Mobile Complexity Lower Cost (Mobile Data Exchange) User Experience controlling QoS APIs Access to Global Ecosystems Analytics Regional GW IMS CLOUD BASED MOBILE CALL CONTROL GLOBAL CONNECTIVITY WITH MOBILE REGIONAL POPS Regional PoPs Regional Gateways Hosted IMS Messaging Exchange Hosted Wifi Hosted Sponsored data Mobile Data Exchange Hosted Policies Enable a transformative Voice, Video, Message experience

20 WILL SEE CENTRALIZED COMPLEXITY, DISTRIBUTED SIMPLICITY SCALABLE SOLUTIONS WITH A GLOBAL FOCUS 25k Hosted CC Hosted CC UCaaS UCaaS Scale Modular Hosted CC UCaaS UCaaS Hosted CC Provides scale and complements unified conferencing and SIP trunking Drive momentum towards cloud Disruptive offerings for emerging markets Provides a uniform and global customer experience Greater flexibility and cost control in resource management Enabling MNC s to provide segmentation based on economic and customer factors Taking best-in-class technologies global 20

21 CONSIDER: BUILDING A LONG TERM CUSTOMIZED SOLUTION ROLL YOUR OWN UC SOLUTIONS LEVERAGING API S MODULAR SERVICES WebRTC SIP SDK API API IPT Chrome / Firefox /Opera / IE (plugin) VC TP Conference control, schedule, administration, provisioning, billing, maintenance Customer roadmaps will become independent of vendors 21

22 PARTNER FOR THE LONG TERM Modular Services Modular, integratable services enabling a phased roadmap Customer-centric UCC rollout Tangible improvement in user experience and functionality Support businesses with their UCC transformation Global Reach Unparalleled reach from a leader in voice and network services Application platforms with globally distributed PoPs Multiple access methods Focus on global capillarity for traffic termination Cloud Enabled Scalable, Resilient, Ubiquitous, Persistent, Utility Models Best-in Class Functionality Don t Build Yourself Rapid Deployment, Ramp Costs with Benefits High Availability Services built on the bedrock of Tata Communications Tier 1 infrastructure Fully integrated end-to-end SLA and accountability Services architecture = global application fabric Designed for scalability, resiliency, disaster recovery Tata Communications provides the building blocks for UC/Mobility Strategies 22

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