The Emerging Market Opportunity for Hosted & Managed Unified Communications

© 2010 Wainhouse Research LLC. – Analysis and Information on Unified Collaboration

1

Unified Collaboration Practice

E. Brent Kelly, [email protected]

Wainhouse Research, LLCwww.wainhouse.com

The Emerging Market Opportunity for Hosted & Managed Unified Communications

2© 2010 Wainhouse Research LLC. – Analysis and Information on Unified Collaboration

Unified Collaboration Practice

Hosted Services Companies BuyOpportunity for Hosted Services

Contact Center

Presence/IM System

Messaging

Shared Workspace

Telephony Service

Audio Conferencing

Web Conferencing

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

4%

8%

10%

11%

17%

49%

50%

72%

77%

78%

74%

74%

42%

40%

20%

13%

10%

12%

6%

6%

7%

4%

2%

2%

3%

2%

3%

2%

Buy Hosted Do Not Buy Hosted Not SureSource: Wainhouse Research, July 2009

3© 2010 Wainhouse Research LLC. – Analysis and Information on Unified Collaboration

Unified Collaboration Practice

There Appears to be a Growing Capabilities-Assimilation Gap

Time

Vendor tech

nology capabilit

y

Enterprise technology assimilation

TechnologyCapability/Assimilation

Gap

A hosted provider may be able to help close this gap.

4© 2010 Wainhouse Research LLC. – Analysis and Information on Unified Collaboration

Unified Collaboration Practice

UC Capabilities – Traditional CSP

Messaging(voice mail, email,

fax, speech)

IntegratedWorkflow

Applications

InstantMessaging

TeamWorkspaces

Documents& Files

Calendaring

MobilityVoice

Presence& Status

LandMobileRadio

Video

Web/DataConferencing

AudioConferencing

Must Partner, Buy, or Develop for the Rest

5© 2010 Wainhouse Research LLC. – Analysis and Information on Unified Collaboration

Unified Collaboration Practice

Seven Driving Forces Toward Cloud-Based UC Services

TCO

Business Continuity

No Up Front Capital Expense

Reduced Complexity

Small Risk of Obsolescence

Services by the Bite

Tighter Vendor Relationships

6© 2010 Wainhouse Research LLC. – Analysis and Information on Unified Collaboration

Unified Collaboration Practice

Control!

A service provider must gain the trust through experience that they can deliver a high quality,

reliable, mission critical service.

7© 2010 Wainhouse Research LLC. – Analysis and Information on Unified Collaboration

Unified Collaboration Practice

On Ramps to UC Services

UC Services Entry Points

Messaging (IM/Email)

Hosted VoIP

TelephonyCarrier Services

Collaboration Clouds

8© 2010 Wainhouse Research LLC. – Analysis and Information on Unified Collaboration

Unified Collaboration Practice

MessagingMessaging (IM/Email)

Email Is

Cool Again!

9© 2010 Wainhouse Research LLC. – Analysis and Information on Unified Collaboration

Unified Collaboration Practice

MessagingMessaging (IM/Email)

Email Is

Cool Again!

All of these vendors (plus many more) also offer UC capabilities!

10© 2010 Wainhouse Research LLC. – Analysis and Information on Unified Collaboration

Unified Collaboration Practice

Hosted VoIP Providers

• Layer on that telephony vendor’s UC applications in the cloud

Deploy a dedicated PBX in the cloud

• Integrate with Hosted OCS and Exchange

Deploy a PBX in the cloud

• Leverage BroadWorks and integrate with OCS

BroadSoft Approach

• Add UC applications as desiredDeploy a custom telephony solution

Offerings are typically on a per seat basis

11© 2010 Wainhouse Research LLC. – Analysis and Information on Unified Collaboration

Unified Collaboration Practice

Telephony Providers

• Use telephony vendor’s PBX and UC applications in the cloud

Hosted and fully managed service

Companies doing this

12© 2010 Wainhouse Research LLC. – Analysis and Information on Unified Collaboration

Unified Collaboration Practice

Carriers/Service Providers

Provide network services

Add a hosted/managed PBX/Centrex

Often add OCS

Mix and match services

Most do not offer per seat pricing

13© 2010 Wainhouse Research LLC. – Analysis and Information on Unified Collaboration

Unified Collaboration Practice

Collaboration Clouds

Cisco WebEx Connect

Business Productivity Online Standard

14© 2010 Wainhouse Research LLC. – Analysis and Information on Unified Collaboration

Unified Collaboration Practice

Comparing Offering Types

Offering Type Price/User/Month Notes

BroadSoft $40 - $70 Includes hardphone, OCS, and network

Messaging Providers $15

Includes Exchange, SharePoint, Basic Live Meeting (10 people/meeting max), plus IM/Presence. Does not include network or voice.

Other VoIP Providers $30 - $95Depends upon options. Low end does not include network, but it does include voice, IM/presence, audio conferencing.

Carriers/Service Providers Generally not specified

The issue is that there are so many offerings and nuances that these providers have a difficult time saying what a base hosted UC service will cost. One provider indicated that including network, voice, and OCS the cost would be about $50/user/month.

Telephony Providers Not specified.Many options. Some standard offerings, but pricing was not revealed.

Collaboration Cloud

Microsoft Online BPOS $10 (list)LotusLive Engage Bundle $56 (list)WebEx Connect $72 (list)

Service capabilities vary widely. See comparison matrix to understand the details of each offering. None of these options include PBX voice or network.

Source: Wainhouse Research, February 2010

#© 2010 Wainhouse Research LLC. – Analysis and Information on Unified Collaboration

Unified Collaboration Practice

E. Brent Kelly, [email protected]

Wainhouse Research, LLCwww.wainhouse.com

Q&A