Enhancing business collaboration with on-demand, automated, audio conferencing

Presented by Knowledge PartnerPromotion Partner

Enhancing business

collaboration

With on-demand, automated,

audio conferencing

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Aditi [email protected]

Senior Research Analyst Frost & Sullivan


Agenda

• Enterprise collaboration challenges

• Audio Conferencing– Overview, Types, Trends

• Evolution of ACS

• India: Market facts

• Benefits of ACS

• Factors to consider: Deploying ACS

• Selecting a service provider

• Case Studies

• Future outlook

• Takeaways

• Q&A

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Enterprise collaboration challenges

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Rising travel costs? Need for real-time communication? Transit timely information to marketplace?

Increase in efficiency & productivity? Faster decision making? Maintaining open lines of communication?


Introduction to

Audio Conferencing

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Audio Conferencing overview

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Audio Conferencing

Services include any enterprise-

grade, full-duplex interactive audio call between two or more parties


Types of Audio Conferencing Services

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Operator-assisted Services Automated Conferencing Calls

On –demand Services/ Ad-hoc/ Reservation -less

Scheduled & Unattended Services

The primary differentiators of operator -assisted audio conferencing services are: operator monitoring, operator-managed

features, and premium pricing

Automated audio products also have a complement of a web tool, integrated or standalone, that further enhances

the audio product


Trends favouring adoption of

Audio Conferencing Services

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Trends favouring adoption of ACS

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Economy globalisation and regionalisation boosts the telecommunication into wide and

deep adoption among the organisations

The flexible and seamless integration of audio with web conferencing platform, not only running on PCs but also mobile devices

Conferencing services as part of cloud collaboration offering, which is one of the most crucial technology changes afoot to take place

• Falling prices of the vanilla audio conferencing products making it easy for the organisations to adopt audio conferencing and meeting the enterprise’s CAPEX and OPEX budgets

Heading TRENDS

Economic Technology

MarketTechnology


Evolution of


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Evolution of ACS

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High

Lon

g Te

rm C

ost

Scalability & Flexibility High

Vanilla Audio Conferencing

Cloud Based Audio Conferencing

Audio Integrated Video and Web

• Hardware endpoints• Traditional Robust

conferencing solutions

• Cloud based solutions• No additional hardware

installations• Highly scalable and flexible• Maximising host capacity

• The next wave for audio conferencing

• One-stop-shop solution for unified communications

• Integrated with social media and analytic capabilities

As we move from traditional audio conferencing services to fully integrated UC platform, enterprises are empowered with a converged platform to have a highly scalable collaboration infrastructure



India: Market facts

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India: Market facts

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2015 2020

Revenue

2015 2020

MoU

Revenues CAGR mainly owing to audio conferencing becoming a commodity product

Value added features driving the audio conferencing service market in India

Delivering end value to the customers a major challenge for the audio conferencing service providers

Minutes of usage increasing mostly owing to the falling prices of the audio conferencing services

Quality of service a significant factor catalysing the growing demand for audio conferencing services

Cloud based audio conferencing products witnessing good adoption trends


Benefits of


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Benefits of ACS

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Reduced Travel & Real-

estate costs Strategic Resource

Optimisation

Short Sales Life Cycles

Remote Worker

Environment

Business

Outcome

Resource

Optimisation

Environment

SustainabilityOrganisation

Travel Costs

Maximising

Business Process

Outcomes

Reducing Carbon

from Business Travel

& Commuting


POLL QUESTION 1

What are the parameters that are most important to you while using an Audio

Conferencing Service?

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Factors to consider before deploying


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Factors to consider

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Understanding the Current Cost of Meetings & Conferencing: It is imperative to understand company’s conferencing needs which will enable in creating a cost baseline for IT expenditures

Total Cost of Ownership (TCO): While TCO is not the only criteria, its an important one, since it reflects the financial impact of the system within IT and other operational systems

Architecture and Roadmap: The company’s architecture & technology roadmap should be clearly defined in order to secure enterprise’s business & security needs

Applications for Enterprise Operations and Business Processes : The conferencing solution should be capable of being well integrated into employee’s daily workflow

Flexibility in Deployment Options: It is important to identify organisation’s requirement of the type of deployment whether on-premise or hybrid model

Right balance needs to be struck between IT budgets and business collaboration requirements


POLL QUESTION 2

What are the your key expectations from the audio conferencing service provider?

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Selecting a service provider

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Selecting a service provider

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Focus first on requirements and business outcomes : Company to look for a conferencing solution that can streamline processes and eliminate wasted time and labour while improving service

Focus then on TCO: The elimination of existing silos and the in-sourcing of expensive and, possibly, multiple conferencing services will provide major payoffs

Utilise Hosted Solutions for Transitions and Peaks: Hosted services may also be useful if IT resources are constrained, e.g. during a short transition period or budgetary cycle

Identify Company’s Scalability and Flexibility Requirements: An imperative before opting for a service provider, to understand the right tailor-made service offering

Understand Company’s Data Security Policies: Company policies vary depending on the kind of data sensitivity companies possess


Case Study

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• India’s Leading Pharmaceutical Company• India’s Leading IT/ITeS Company


Case Study: Deploying ACSfor India’s Leading Pharmaceutical Company

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•Deploying audio conferencing services for effectively communicating with over 30,000 employees spread across the globe, in one of the biggest acquisition deals in the Indian market

•Intention was to deliver big impact in a short span of time ensuring a seamless experience barring the geographical limitations

Challenge

Solution

Result

• Live broadcast was arranged for the public global press with validated details of every participant

• Broadcasted announcement for all of the pharma company employees was ensured worldwide with the option for Senior Managers to interact with the chairman in an open Town Hall

• Delivery of branded e-invites for all conferences

• Successful completion of all management meetings

• Successful deployment of audio conferencing services to accommodate 4000 participants along with 700 senior managers permitted to interact with the chairman

• Audio webcast conducted for participants from international destinations

Geographically dispersed locations a key challenge for a

good audio conferencing experience

Customised solution with added capabilities to cater to

changing customer requirements

Included combining varying types of audio, video and steaming

conferences via multiple platforms with varying degrees of participant

abilities


Case Study: Deploying ACS for India’s Leading IT/ITeS Company

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Challenges Solution Result

• Global collaboration with employees increasingly working remotely

• Enterprise productivity and sales life cycles

• User education

• Tight integration with internal IT team

• Identification of business process requirements

• Analyse company’s IT budget constraints

• Right mix of deployment options

• Enhanced employee productivity

• Reduced business process costs and reduced sales life cycles

• Reduction in Total Cost of Ownership (TCO)

• Increased end user awareness towards the benefits of ACS

• Re-allocation of operations and maintenance resources to other projects

An Audio Conferencing Solution not only streamlines the audio

collaboration process of the enterprise but also has a long term

positive impact on the business process outcomes


ACS: Future outlook

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Future outlook

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AnalyticsMobility Integration Social

Audio Conferencing Service CapabilitiesUbiquitous Access

Seamless Services Audio Integrated Video & Web

Product Intelligence

Easy and maximum access to

employees on handheld devices

and personal digital assistants

Seamless services rendered

through integration with multiple

platforms & products

Audio integrated web the next way forward

for delivering superior experience to the end

user

Intelligent products to be built considering

inherent ICT network limitations

WebRTC


Future outlook : WebRTC

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• Enables easy video collaboration through

browser

• Synchronous technology like real-time video,

audio, chat

• Moving away from downloading heavy plug ins

• Drives mobility

• Enhanced Customer Support through video

support services

• Issues over web browser compatibility

• Better performance is required on mobile devices as a

whole

• Contact centers face issues with WebRTC over

reliability and performance

DisadvantagesAdvantages

• A technology enabler which does away with the need to

download plug-ins for audio & video calling on any smart

device

• The WebRTC technology which spreads across smart-

phones, laptops, desktops with no additional software, is

estimated to enable around 7 billion smart devices by the

year 2020


Future outlook: Audio Integrated Video & Web

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• Better user experience

• Investment protection/Extension to the existing

IP network investments

• Scalable solution with cloud capabilities

• Predictable costs by eliminating PSTN transport

and associated termination charges

• Issues pertinent to information security over public

cloud persist

• Dependence on the audio integrated solution

provider for quality and experience of the meeting

DisadvantagesAdvantages

• Integrated audio enabled web conferencing products

enables customer to get the audio feature as an easy

integrable feature to their existing web conferencing

client

• Enterprises are exploring possibilities of launching

cloud connected audio services as part of their existing

conferencing portfolio


Key takeaways & conclusion

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Key Takeaways & Conclusion

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Audio conferencing service providers ultimately offering one-stop-shop solutions for

all the collaboration needs of an organisation

Customer demand for pricing options will move the market from a pay-per-

use model to a wide array of pricing models such as subscription

packages, unlimited usage, price-per-seat models etc.

Audio conferencing service differentiating features like value-added features

and services (e.g., integration with mobility, plugins with e-mail systems, HD

audio etc.) to be a key market offering

Conferencing to form a part of the whole collaboration suite, rather than a siloed

investment proposition

Applications like WebRTC will act as technology enablers for the

conferencing services as they render platform neutral services


Questions

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FeedbackFor more information on

Audio Conference Services

(ACS)

Email: [email protected]

Call: 1800 266 1800

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