HOW UC AND MOBILITY INTERPLAY IN THE FUTURE communications and mobility services november 2015, la jolla, california how uc and mobility interplay in the future. ... byod enterprise

STRATEGIES FOR TODAY’S CIOS

ANTHONY BARTOLO | PRESIDENT

UNIFIED COMMUNICATIONS AND MOBILITY SERVICES

NOVEMBER 2015, LA JOLLA, CALIFORNIA

HOW UC AND MOBILITY INTERPLAY IN THE FUTURE

SERVICE PROVIDER TO SERVICE PROVIDERS AND FORTUNE 2000WHO WE ARE

2

only wholly owned

fibre optic ring

around the globe

#1

of the world’s

internet routes

use our network

24%

of subsea and

Terrestsrial fibre

710,000kms

of global GDP

using our network

99.7%Our customers reach

international calls

on our network

1 of 10

Telecons use

our network

1600+

global mobile

subscribers

4 of 5We connect

COMPLETENESS OF VISION

ABIL

ITY T

O E

XECU

TE

Global

Backbone

Leadership in

Global SIP

Trunking

“Ring

Around the

World”

GLOBAL REACH

3

GLOBAL TRENDS PRESENT OPPORTUNITIES AND CHALLENGES

4

BYOD EnterpriseUnified experience for

distributed workforce

On-premise to cloud

Global SIP trend

UC driving convergence of

traditionally separate domains

Demand for global consistency

Driven by

depreciation

and economics

Intermediate

stop at hybrid

state

Driven by

commercials

and flexibility

Vendor

licencing

Collaboration

across multiple

channels

Harmonising

user

experience

Contractual

and operational

Uniform

SLAs

IT’S NOT WHAT YOU DEPLOY, IT’S HOW YOU DEPLOY AND CONSUME IT

CUSTOMERS WILL TAKE ON A HOLISTIC PERSPECTIVE

Inte

gra

ted S

LA

Physical Transport

MPLS / IP

SIP

Data Centre

e.g. contact centre, UCaaS

unified conferencing, VCaaS

Applications

>99.9%

>99.9%

Look deeper – the dependencies are relevant

5

SIP WILL FACILITATECONVERGENCE OF SILOS

Video

Telephony

Audio

& Web

Collaboration

Messaging

Collaboration

Apps

Network

Mobility

6

RISE OF THE WORLD MOBILE WORKFORCE

3.5 BILLION BY 2030

38 million – 40 millionPotential shortage of college-educated workers in 2020

60%Share of India, other South Asian nations,

and Africa in global labor force growth

45 millionPotential shortage of workers with secondary

Education qualified to work in labor-intensive

Manufacturing and services in developing economies

Source: Mckinsey “The world at work: Jobs, pay, and skills for 3.5 billion people”

7

USERS (EMPLOYEES, CUSTOMERS, PARTNERS)

WANT MOBILE ACCESS TO EVERYTHING…8

ENTERPRISE MOBILITYISN’T JUST ABOUT HIM…

9

ENTERPRISE MOBILITYIS ABOUT THEM…

Customers

Employees

Business

Partners

No longer a side business10

CUSTOMERS WON’T IGNORE

BYOD COMPLICATIONSIN THE MOBILE WORKFORCE

Source: IDC APeJ Enterprise Mobility Survey, April 2015, APeJ=3510

22% 8% 20% 20% 29% 1%

0% 20% 40% 60% 80% 100%

APeJ

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

11

SURVEY:WHAT’S IMPORTANT FOR LARGE ENTERPRISES?

12

Mobilizing Applications

Technical support

Mobile Expense control

Quality of Mobile across business

Secure Data over Mobile 89%

88%

86%

Support w/ Mobile Strategy 84%

86%

83%

Remote/International Working 85%

Are you

doing this?

FACT:INTERACTIONS ARE CHANGING

Percent of Respondents

0%

20%

40%

60%

80%

Voice (agent)

Fax Voice (self)

Email Web SMS Chat Video Social

Media

IM

2010 2013

No Single Interaction Channel, Need to be Proficient in all Channels

Source: Webtorials Editorial/Analyst Division13

FACT:DEMOGRAPHICS ARE CHANGING

78MBaby Boomers

55MGeneration X

80MGeneration Y

45%

25%

24%

6%

USA Japan Europe Other Asia

OUTSOURCING MARKET

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

Major Customers Demographics are Fundamentally Changing with Different

Customer Satisfaction Expectations

14

FACT:CUSTOMER SATISFACTION RISKS ARE INCREASING

92% 80%

20%

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

of consumers agree

of Millennials [Gen X and Y]

will leave after

one bad experience

Source: Benchmark Research, Webtorials Editorial/Analyst Division, Convergsys

85%will tell others about

their poor experiences

Risks are Increasing of Not Providing Expected Customer Experience

15

Any P

latfo

rm

ALLOW TO PLUG-IN TO YOUR UC AND MOBILITY STRATEGY

LOOK FOR MODULAR AND CONSUMABLE SOLUTIONS

16

Any W

ay

Any T

ime

Anyw

here

Contact Centre

SIP Trunking & MM SIP Trunking

Mobile SDK for Voice and video

SIP Voice

Skype for Business

Video Conferencing &

Telepresence

Unified Conferencing

White Labelling

WebRTC API/SDK for Voice

and Video

UC InteropMulti tenancyEnterprise Mobility

17

Mobility is at the center of Digital Transformation

BEGIN TO WEIGH THE BENEFITS OF MOBILE CONNECTIVITY AWARENESS VS. MOBILE COMPLEXITY

3G/LTE/Wifi Network

Policies

RCS/IMSBig Data

Analytics

MOBILE AWARENESS

BENEFITS COMPLEXITIES• Handovers – CS Fallback, 4G <-> Wifi

• Regulatory – Legal Intercept, 911

• Billing

• International Roaming

• Quality of Service

• Quality of Experience (HiFi Video)

• Real-Time Apps (UC)

• Presence / Location

• Control Cost

• Sponsored Data

• Activate Silent Roamers

Subscriber

Management

Smart

Devices

WHAT IF YOU COULD GET MOBILE AWARENESS BENEFITS WITH NONE OF THE COMPLEXITIES?

Enable a transformative “Voice, Video, Message” experience

Analytics

CLOUD BASED MOBILE CALL CONTROL

Regional GW IMS

Global Call Control PoPs

Hide Mobile Complexity

Lower Cost (Mobile Data Exchange)

User Experience controlling QoS

APIs – Access to Global Ecosystems

GLOBAL CONNECTIVITY

WITH MOBILE REGIONAL

POPS

Regional

PoPs

Hosted

IMS

Hosted

Wifi

Hosted

Policies

Hosted

Sponsored

dataRegional

Gateways Messaging

Exchange

Mobile Data

Exchange

Scale

SCALABLE SOLUTIONS WITH A GLOBAL FOCUS

WILL SEECENTRALIZED COMPLEXITY, DISTRIBUTED SIMPLICITY

20

UCaaS

• Provides scale and complements unified

conferencing and SIP trunking

• Drive momentum towards cloud

• Disruptive offerings for emerging markets

Modular

UCaaS UCaaS

UCaaSHosted CC

• 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

Hosted CC Hosted CC

Hosted CC

25k

Taking best-in-class technologies global

SIP

ROLL YOUR OWN UC SOLUTIONS – LEVERAGING API’S

CONSIDER:BUILDING A LONG TERM CUSTOMIZED SOLUTION

21

Customer roadmaps will become independent of vendors

MODULAR SERVICES

WebRTC SDK APISDK API

Chrome / Firefox /Opera

/ IE (plugin)

Conference control,

schedule, administration,

provisioning, billing,

maintenance

IPT

VC

TP

PARTNER FOR THE LONG TERM

22

Modular, integratable

services enabling a

phased roadmap

Unparalleled reach from

a leader in voice and

network services

Scalable, Resilient,

Ubiquitous, Persistent,

Utility Models

Services built on the bedrock

of Tata Communications’

Tier 1 infrastructure

• Customer-centric UCC rollout

• Tangible improvement in user experience and functionality

• Support businesses with their UCC transformation

• Application platforms with globally distributed PoPs

• Multiple access methods

• Focus on global capillarity for traffic termination

• Best-in Class Functionality

• Don’t Build Yourself

• Rapid Deployment, Ramp Costs with Benefits

• Fully integrated end-to-end SLA and accountability

• Services architecture = global application fabric

• Designed for scalability, resiliency, disaster recovery

Modular

Services

Global

Reach

Cloud

Enabled

High

Availability

Tata Communications provides the building blocks for UC/Mobility Strategies

THANK YOU

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