European VoIP Summit 2017 - London #EVSLDN17
Apr 11, 2017
European VoIP Summit 2017 - London
#EVSLDN17
Copyright Cavell Group 2
Modernisation Strategies of Business Voice Services
Iden Segev - Director of Business Development
#EVSLDN17
Modernization strategies of business voice services
AudioCodes
AudioCodes Proprietary & Confidential, do not copy, duplicate or distribute
more than
1 millionSBC Sessionsyearly deployments
Over
13,000 E-SBC shipments in the last 2 years
#2 market share
in VoIP GatewaysESBC
Over
10 millionVoIP GW PortsInstalled in the last 5 years
operating in
100+countries
22 Yearsof operations 650
Employees Worldwide
Leading Provider of Converged Business Voice Solutions
66 of top100
presence in
Service Providers
Unified CPE Unified CPE Unified CPE Unified CPE
PSTN Sunset - Voice Network Modernization
WAN and PSTN connectivity, Voice and Data services, Security, SurvivabilityIP Phones
SIP Trunking Hosted / Cloud UC and CC
Service / Cloud Provider
Peering Service/Cloud providers
Connectivity, Routing, Security, Voice Quality, Management
The Challenges
Ent 1Ent N
SMB 1
Access SBC
SMB 2 SMB 3
▪ SP landscape
▪ M&A, Fixed & Mobile, IMS & Non-IMS Services
▪ i.e. Mobile SP acquiring fixed SP
▪ Multitude of Access methods
▪ Various access methods & speeds
• Different CPE per access and service
• multiple CPEs are needed on customer premise
▪ Multitude of CPEs
▪ Each service needs to be tested with various solutions and vendors
▪ Multitude of customer sizes
▪ Different solutions for SMB, SME, Enterprise
▪ Multitude of Customer prem UC solutions
SIP Trunks, UCaaS, CC
CORE
Modernize Your Network - CPE
• Single CPE family supporting all access methods• Fiber, xDSL, PRI, 3G/4G, IP-VPN, Coax, FXS
• Single CPE for all B2B services - Data & Voice
• Small footprint, CPE HW can scale cost effectively
• SBC can be deployed anywhere• Depending on access network security
Ent 1 Ent N
FloatingLicense
SMB 1…N
ANY Hypervisor
Multi instance SBCs Multi-tenant SBC
Access SBC
CORE
EMS
Modernize Your Network - SBC
• Multiple E-SBC deployment models• Multi-tenant virtual hosted SBC• Dedicated virtual hosted SBC• On-Prem SBC – CPE or dedicated
• Same SBC anywhere, full feature parity• Standard Acceleration (SR-IOV, DPDK)• Efficient use of resources
• Flex licensing model (Fixed, Floating, OPEX)• no per-instance licenses
Create as many v-SBC instances as needed
• Runs on Multiple Hypervisors and Orchestrators• Open platform
Multi instance SBCsMulti-tenant SBC
Access SBC
CORE
Any Hypervisor
AnyHypervisor
International Sip Trunk resell
▪ Use Case:▪ Providing international SIP trunk service for local and multi-national customers requesting service WW
▪ Challenges:▪ Regulation, local presence & support, local infrastructure
▪ Solution:▪ Re-sell local service provider Sip Trunk service
▪ Cost effectively divide one large SIP Trunk between various customers in the region
▪ Offer inter-branch communications and LCR for intl. calls
▪ Business benefits:▪ Increase revenue while fighting competition
▪ Address global customers demand for “single bill”
▪ Keep control over your customer & traffic
▪ Easily add or switch local service providers
▪ Economy of scale w/multi tenancy
Copyright Cavell Group 10
Move up the value stack to combat OTT solutionsDavid Noone – Sales Director
#EVSLDN17
©BroadSoft, Inc. Proprietary, Do Not Duplicate or Distribute.
Cloudy with a chance of
11
David NooneSales Director, EMEA
12
What your peers believe…..Future of Work survey – 2016 edition
12
▪69% view global IT
suppliers, as a key challenge that are becoming direct competitors
The Threat of OTT and “Digital Gorillas”
13
OTT % of Overall Market Revenue
Best case
Worst case
Source: Ovum; McKinsey analysis
2005 2011 2014 2018
Messaging
Fixed voice
Mobile voice
9 11
2
2416
5
40
25
7
60
50
25
Just parasites Mitigate cannibalization by bundling
OTT mainstream: all IP
Potential Decline in Revenue
14
A Strategy For
15
Develop a super slim, agile core
• Increase revenues up to 30%
• Reduce operating costs by 30-70%
Pursue adjacent markets
• Choose disruptive, yet natural up-sells
Focus on the customer journey
• What would an ideal journey look like?
Cloud: The Key To A Super Slim Core Lower CAPEX and risk exposure, allows more focus on sales
17
Cloud Transformation Is Underway
18
“The Early Bird Catches The Worm”
18
Typical Timeline
Seats lost via market-
windows missed and
added pricing pressure Lost Revenue
Rapid Launch
Lost Revenue = Months Delayed x Rev / Mo
Typical Sales Ramp
Accelerated Sales Ramp
1919
▪ 2016 estimates for cloud UC growth substantially higher than 2015
… especially in the large and medium enterprise segment.
▪ Respondents forecast cloud UC share of overall shipments at ~51% by 2020
2016
2016
2016
2015
2015
2015
What your peers believe…..Future of Work survey – 2016 edition
20
Develop a super slim, agile core
• Increase revenues up to 30%
• Reduce operating costs by 30-70%
Pursue adjacent markets
• Choose disruptive, yet natural up-sells
Focus on the customer journey
• What would an ideal journey look like?
A Strategy For
Revenue Evolution is happening NOW !
Strategic services to overtake legacy revenue in just 2 years
Strategic Services: Cloud Computing, UC, Security, Mobility, Apps Management, Managed Network Services
Legacy Services: PSTN voice, mobile voice & data, leased lines
Source: Ovum
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
53%
Companies deploying UC to increase productivity
High
Opportunity
UCaaS Growth Rate
15.1B
24.9B
2015 2020
UC Delivers for Service Providers
23
Higher ARPU
• Higher acquisition ARPU
• Upsell of existing base
£7 £15
~ 50% increase
Basic cloud PBXUC
Lower Churn
• Significant, proven UC
churn impact
• Protects all seats and
revenue streams in UC
accounts - e.g. MPLS
Monthly
1%1.5-2%
33-50%Reduction
Source: BroadSoft internal data
24
Essential Requirement : Mobile IntegrationFuture of Work survey – 2016 edition
24
▪ By 2020, respondents expect mobile-only UC adoption to reach 41%, and
fixed-mobile convergence to reach 49%
▪ The responses imply that overall mobile UC will be adopted by about 90% of
the workforce
▪ 89% believe native mobile UC experience is important to end users
“Businesses will overwhelmingly select offers with high quality and easy to use mobile integration.”
25
93%
In the modern workplace use at least one collaboration app
Team Collaboration Growth Rate
??2.3B
New Market Category
2015 2020
High
Opportunity
26
The Next Frontier : Team WorkspacesFuture of Work survey – 2016 edition
26
▪ 95% consider Team Collaboration a strong opportunity for Service Providers
▪ 78% consider Team Collaboration as important or very important to end users
▪ 88% consider openness to other business applications important
“Businesses will choose UCaaS solutions with integrated and open team collaboration functionality.”
27
New Business Workspace Paradigm
A mobile-first communications hub
• Messaging and notifications
• Calling and meetings
• Team and project collaboration
• Information and applications
• Contextual intelligence and bots
CCaaS Growth Rate
4.7B14.7B
2015 2020
85%
View contact centers as a competitive
differentiator
High
Opportunity
CCaaS Has Huge Growth PotentialOnly 9% of the current installed base is cloud
29
9% 18%
Cloud
On-Premise
Businesses want their UC integrated with their contact center
Providers want to minimisecomplexity in their portfolio
Worldwide 2016
Worldwide 2021
30
Collaborative Contact CentreIncrease First Call Resolution – Improve Customer Satisfaction
Cloud Opens Up The <100 Agent Market
31
43%
20%
25%
12%
UK Contact Centre Size (# Agents per centre)
400+ 101-400 31-100 1-30
Source: MZA Consultants
New Revenue Potential
• 40% - 400% ARPU lift
• Growing demand
• Richer offer reduces churn
Typical Revenue Upsell*
£6+ £5+
UC
£10
£50+
TeamCollaboration
Contact Centre
Basic Hosted
* BroadSoft benchmarks, subject to market and packaging variability
BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.
33
Develop a super slim, agile core
• Increase revenues up to 30%
• Reduce operating costs by 30-70%
Pursue adjacent markets
• Choose disruptive, yet natural up-sells
Focus on the customer journey
• What would an ideal journey look like?
A Strategy For
KNOW YOUR CUSTOMER’S JOURNEY
34
Need acknowledged, search begins
Be known Be desired Be the best Deliver excellence
Need definition, build vendor list
Vendor evaluation and selection
Relationship begins, continuous evaluation
Education, recommendations
Requirements list, vendor knowledge
Best match of solution to need
Need fulfilled, great support and trust
Action
Need
Goal
35
Consult
35
36
broadsoft.com/future-of-work-survey
Copyright Cavell Group 37
Using Kandy PaaS to create a unique proposition
Ralph Page – Director, Global Strategic Solutions
#EVSLDN17
European VoIP SummitRalph Page - Strategic Solutions Director
Delivering a Unique PropositionUsing Genband’s Kandy PaaS to differentiate
GENBAND Confidential and Proprietary39
Market Disruption
The World’s Largest Hotel Accommodation Provider Owns No Real Estate
The World’s Largest Taxi Provider Owns No Taxis
The World’s Largest Retailer Owns No Inventory
Will You Help Your Customers To Humanise Their Apps?
GENBAND Confidential and Proprietary40
You Need an Enabling Partner – Not Another Competitor
Microsoft in the Cloud
– Direct Competition
Cisco in the Cloud
– Direct CompetitionUCaaS, OTT & WebRTC
- New Cloud Players
Is Someone About To Eat Your Lunch?
41 GENBAND Confidential and Proprietary
RAPID Service Creation
What Service Providers Need to Do to Remain Competitive?
End User Service
Revenue
Opportunity
Buyer
Perceived
Value
1. Innovation
2. Customer Experience
3. Agility
BuyerPerceived
CommodityHigherARPU
Three Tenets of Success
GENBAND Confidential and Proprietary42
SERVICES
ACCESS
CARRIER GRADEFOUNDATION
WRAPPERS
FULL SERVICE APPS
ABSTRACTION LAYER
CO
NSU
MP
TIO
NEN
AB
LEM
ENT
REA
T TI
ME
CO
MM
S.
PLA
TFO
RM
SIM
PLI
CIT
YC
OM
PLE
XIT
Y
Is What’s Needed To Address This Opportunity
ORCHESTRATION
43 GENBAND Confidential and Proprietary
Let’s Demonstrate How a Service Provider Can
Be Disruptive with Kandyin the Enterprise Market
44 GENBAND Confidential and Proprietary
Step 1. Let’s Hook Up: “Webify Your Sip Trunk”
Your Network
Our Cloud or Yours
Business Users Residential Users
App. ServerIMS TAS
Overlay SaaS Services
SIPTrunk
PSTN IP Network
45 GENBAND Confidential and Proprietary
Step 2. What Enterprise Market Segment? What Market Vertical?
SEGMENT VERTICAL
Insurance
Retail
Real Estate
Hospitality
Government
Healthcare
Education
Travel
Banking &
Financial
SOHO/Micro Business(<10 employees)
Small Business(<100 employees)
Medium Business(<1000 employees)
Large Enterprise & Verticals(>1000 employees)
46 GENBAND Confidential and Proprietary
SMB Example: How To Enable Smyth Jewelers?
• Small Enterprise
• 75% of Sales via the web, 25% via phone call & word of mouth
• Ambitions of growing into a nation-wide provider of diamond rings
• Immediate Goals:• Cater to the Millennials• Contextual Communications• Grow web sales
47 GENBAND Confidential and Proprietary
Step 3. Pick Your Kandy : Mix and Match RTC Services
48 GENBAND Confidential and Proprietary
Insert a Piece of Kandy into Smyth Jewelers
Let’s Demo How Easy This Is To Implement
49 GENBAND Confidential and Proprietary49
Our Cloud – Your Term’s
50 GENBAND Confidential and Proprietary50
Customer Engagement
• Contextual real-time communication between employees on cloud sales & services application.
• Sales agents can communicate with a colleague or manager right within the CRM application.
• Sales agents can share a CallMe web link with their customers, partners or external contacts by email and these can call (voice/video) agents by clicking this web link and launching the call.
51 GENBAND Confidential and Proprietary
RTC Client for Salesforce.com
Features include
• Inbound call look up with screen pop
• Log call activity automatically in customer contact page
• Invite customers to a scheduled video call (via link in email)
• Quick add contact
• Quick memo adds
• Multiple call management
• Basic call control
• Call log integration
52 GENBAND Confidential and Proprietary
Kandy Truck Roll
52
Immersive Technical Support Solution
Your Virtual Truck Roll! – Reduces Resolution Times and Actual Truck Rolls!
53 GENBAND Confidential and Proprietary53
Telemedicine
Suicide Prevention Through Real Time Communications
• Instant human intervention through real-time communication for chronically depressed individuals
• Faster response saves more lives!
Value Proposition
54 GENBAND Confidential and Proprietary
Kandy - Live Technical Support
Frankfurt
Machines are not working
1
Hamburg
Video is stored in the trouble ticket system for future reference
Solution using Smart Glasses: • The Hotline can solve minor issues via remote video call through Smart Glasses• A video documenting the issue is stored in the trouble ticketing system
2
Smart Glasses are given to the Customer
3
Solution from H-PBX provider +
55 GENBAND Confidential and Proprietary55
ManufacturingAugmented Reality Assistance
• Augmented Reality (AR) headset combined with Kandy RTC capabilities
• AR set overlays help to locate pieces during assembly or in warehouse
• User can talk to expert who can guide user through the steps to complete specialized task
• Expert sees what worker sees and can indicate components to replace, items to verify and push diagrams or other content to worker
56 GENBAND Confidential and Proprietary56
Insurance – Virtual ClaimsImmediate Claim Processing
• Embedded Real Time Communications into Insurance Mobile App
• Allows user to report damages live via video• Share location, photos and videos with agent• All media stored on agent’s side and added to
customer claim and fileSave
XX
GENBAND Confidential and Proprietary57
Provisioning, Admin, User Portal
Collaboration
NEW CLIENT EXPERIENCES
Mobility Cloud PBXSIP Trunking
SIP Trunking
PaaS
Smart Office UC Clients
Smart Office
IOS/Android AppsSIP Phones
CloudPBX
VoiceMail
CallRecording
AudioConferencing
BusinessDirectory
AutomatedAttendant
CloudFax
InstantMessaging
Presence VideoConferencing
CallGrabber
Collaboration ContactCentre
Kandy Business Solutions A Complete Cloud Solution for Microbusiness to Enterprise
58 GENBAND Confidential and Proprietary
58Summary
• Kandy is a cloud-based platform for embedding real-time communications into customers business flows and work experience
• Services are created using APIs, platform-specific SDKs, website plugins and pre-built applications –easy steps for a web developer
• You can build communications services that complement your existing product
• Kandy integrates with your provisioning, billing, management, network application servers – you can keep control
• Kandy doesn’t replace your service, or you as the service provider, it is a platform to enable new services or deliver existing services in new ways
• Kandy Business Services (formally known as Nuvia) is a White-label, multi-tenant, carrier-grade, UCaaS solution
GENBAND Confidential and Proprietary5959
• Scott SomenthalChannel Sales Director, EMEATel: 01628 450922 Email: [email protected]
• Tristin TitinchiUK Cloud Sales, EMEATel: 01628 450913 Email: [email protected]
• Ralph PageBusiness Development Director, EMEATel: 01628 451066 Email: [email protected]
For further information please contact:
Come and see us at our stand and let us show you how we can help you deliver a unique proposition
Thank You