the emerging market opportunity for hosted & managed unified communications
DESCRIPTION
Originally presented at the Wainhouse Research CSP Summit Berlin on 19 April 2010.In this session, we will describe the delivery models carrier/operators are using to deploy UC services. We will discuss IM-centric and IPT-centric solutions, reviewing both la carte and rigid service offerings. We will look at the typical offerings delivered by carrier/operators and discuss how service providers can participate in this emerging world of hosted UC, and if so, how.E. Brent Kelly PhD is a Wainhouse Research Partner, Co-Manager of the Unified Collaboration Practice. Brent is a recognized expert on Unified Communications.TRANSCRIPT
© 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