Audio Conferencing Services · toll free, mass calling, recording, etc. are expected features to expand the customer base. Customers look for scalable solution from their current

Presented by Knowledge Partner

Audio Conferencing Services Helping enterprises stay connected!

Conferencing Services a ‘blessing in disguise’

for the mobile workforce

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Speaker

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Rajarshi Dhar Industry Analyst Digital Transformation Practice

[email protected]

mailto:[email protected]



Let’s start by looking into some interesting facts

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The “Millennial” workforce

Changing workforce and style

Quick turn-arounds

By 2025, millennials are expected to be ~75% of the global workforce

Migration changing the global working landscape, ~64% of job seekers willing to work abroad.

Quicker turnarounds and on-time project delivery : key to customer acquisition


What challenges does this hold for enterprises?

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Rising travel costs? Low on Real-time Communication?

Transit of Information to Marketplace?

Decrease in Efficiency & Productivity?

Slower Decision Making? Obstruction to Open Line

of Communication?


Introduction to Audio Conferencing Services

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Understanding the basics of Audio Conferencing

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What is an Audio Conferencing Service

Audio Conferencing Services are an enterprise-grade two way, full duplex interactive audio call between two or more parties.

Advantages of Audio Conferencing Service

• Cost effective communication tool • Easily accessible • Saves cost and time to set-up • Easy to manage • High on reliability • Help connect multiple participants

Value-chain Participants

• Telecom Service Providers • Conferencing Service Providers


Types of Audio Conferencing Services: High demand for Self-

service/Reservation-less service

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AUDIO CONFERENCING SERVICE

Self-Service/On-Demand/Reservation Less

• Non-operator assisted solution • Users allowed to hold a conference whenever needed • No reservation required • Enables users to manage conference themselves

Operator Assisted/Scheduled/Attended

• Operator assisted solution

TYPE I TYPE II TYPE III

•Operator greets each participant •Record names of participants and other basic info

•Operator calls and join the participants to the call •Participants listen to music while on hold and all participants have joined in

•Professionally trained operator stays on line for the duration of the meeting •Operator has complete control on meeting


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Why should enterprises in today’s world adopt

Audio Conferencing Services


Modern day business as a mix of engagement, collaboration and co-

relation

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Business ecosystem

Business partner

engagement

Employee collaboration

Customer participation

Empower

employees with

communication

and collaboration

tools to connect seamlessly

Focus on

“Customer

First” strategy

through

meaningful engagement

Create a model where businesses

could keep in touch with every stakeholder in the ecosystem

Moving towards Digital

Transformation


Business process optimization is the need of the hour

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Maximizing business process outcomes

Reduced travel & real- estate costs

Strategic resource allocation/remote worker

Short Sales Life Cycles

Reduce Carbon from Business Travel & Commuting

Bring in business process optimization by maximizing process outcomes

Bring down employee travel cost by arranging seamless Audio Conferencing Service

Increase collaboration for spread-across teams Reduce sales

closures time cycles by bridging the gap for communications

Minimize carbon footprints by reducing physical travels

How would Audio Conferencing help enterprises?

•Business outcome •Organization travel cost

•Resource optimization •Environment sustainability


So, what’s driving growth for Audio Conferencing: Employee

mobility is key

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Audio Conferencing Services help bridge the gap between employees, customers, suppliers

and other stakeholders spread across multiple locations with ease.

Audio Conferencing

Services

GROWTH

DRIVERS

“Mobility” a key driving factor

“Movement to Cloud” technology phenomenon driving adoption

Rising interest among SMBs towards Audio Conferencing Services

Improvisation in voice quality


What are Service Providers offering to customers?

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Pocket friendly Audio Conferencing Services

Ease of use/user experience

Quality features

Security and scalability

All the enterprises, especially SMBs are highly price sensitive. They have tighter IT budgets and usually look for solutions which provide a higher ROI. Service providers offer low cost Audio Conferencing Services.

End-users are so ingrained in their daily work that it is often difficult to prompt them to use many of the features and capabilities provided by conferencing solutions. Service Providers render solutions which are convenient to use and accessible.

End-users are always looking for an extra value for their money spent. Additional features include toll free, mass calling, recording, etc. are expected features to expand the customer base.

Customers look for scalable solution from their current stand-alone products to upgrade, yet do not compromise with security of data in cloud. All leading service providers take data security seriously to address customer concern


Providers offering Services to SMBs at attractive price points

thereby creating value proposition

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Attractive pricing Additional services SMB focused Channel

Partners User experience

Audio Conferencing Services at attractive pricing – including unlimited offers, free plans, etc. to help SMBs benefit from the service

Additional services at reasonable costs such as toll-free, dial-in number, conference recording, dedicated bridge line, etc.

Multiple routes to market —SMB focused channel partners, apps store, freemium plans, e-commerce, comprehensive trials

Simplification extended beyond technology to an end-to-end experience from easy procurement to ease of deployment and use.

SMB focus of service providers


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Poll Question 1 Which among the following is the most important factor to you while selecting a Audio Conferencing Service provider?


End user adoption of Audio Conferencing Services

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Parameters considered in selection of Audio Conferencing Service

provider

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79%

78%

77%

67%

67%

61%

54%

Key parameters in selection of Audio Conferencing Service provider

Echo free call

No noise disturbance

Service quality (Quality of audio- loud and clear and less call drops)

Service uptime/ downtime

Service convenience(Ease in connecting to the Audio Conference bridge & mobile apps to dial in to the conference)

Availability of backup numbers to connect

Customer care and support (Complaint redressal capability, 24*7*365 Customer care support and 24*7*365 In call support)

Parameters relating to call and service quality continue to remain the key for high customer experience while selecting Audio Conferencing Services

“

”


Adoption across enterprise segments

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Large Enterprise

Small and Medium Businesses

• Large Enterprises contribute to ~88% of the overall market in India

• This segment includes large banks, insurance companies, stock exchanges, global IT/ITeS companies, etc.

• Customers demand reliability, QoS, security and feature rich for its


• SMBs contribute to ~12% of the overall market. • Growth is expected to come specially from the mid-market segment. This

segment of companies encourage diverse and spread across work force and often look to leverage the advantages of cloud services.

• Although there is an inclination for adopting vanilla conferencing services,

startups have started to look forward for seamless experience across

multiple touch-points

While the large enterprises have traditionally been using Audio Conferencing, the Mid-Market Segment has emerged as the most interesting customer segment

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Adoption across industry verticals

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Top industry verticals

Practical use case

HQs connecting with regional offices; higher adoption in Private Sector Banks and Insurance Companies

Discuss product development requirements with clients, onsite and offshore teams

Keep the outsourced team in India informed and sync them with client requirements

BFSI IT ITeS

Highest Growth Industry Verticals

Practical use case

Adoption within Digital Media industry for

reporting “breaking news”, conduct debates and

discussions

Cheaper calls rates have encouraged the adoption

of Audio Conferencing Services

Discuss complicated patient cases with doctors, healthcare Institutions and

experts

Media Telecom Services

Audio Conferencing Services are finding adoption in emerging industry verticals like Healthcare, Retail, Logistics and Media

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Choosing the right service provider

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Factors to consider before deploying Audio Conferencing Services

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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 organization’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

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

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

Utilize 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


Next generation Audio Conferencing Services

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Next-Gen Audio Conferencing Services: What is the near future

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Analytics Mobility Integration Social Media

Audio Conferencing Service Capabilities Ubiquitous 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


What can enterprises look forward to in next 5 years time: Mapping

the trends for ‘expectation’ versus ‘time’

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Years to mainstream adoption 2 to 5 years Less than 2 years Base Year: FY 17

The next growth wave

Incremental Trends Prevailing trends

Emerging trends

Exp

ecta

tio

n

Time

WebRTC

Unified Communications

Interactive web based solutions

Employee mobility and BYOD

Integrated audio with web

Connected work

Cloud based Audio Conferencing

Services Technology partnership

Collaboration with Hosted/Cloud

UC providers Low

High

1st Year 5th Year


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Poll Question 2 What is the primary reason for not opting for a Audio Conferencing Service for your organization yet?


Case Study

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Case Study: Audio Conferencing Service for an Industrial

Electronics Manufacturer

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About the Customer An established player in the field of industrial electronics with a gamut of specialized products in micro-controller based embedded systems, power electronics and electro-medical systems. The company has multiple offices spread across India.

•Unable to connect with multiple offices PAN India in a cost effective manner

•Need clients to be connected on a single bridge

•Should have recording feature within the audio conferencing solution

Challenge

Solution

Benefits

Result • Solution offered through

Audio Conferencing Service

• Customer calls the single number and all participants can join in

• Cost effective tariff

• Better collaboration • Increased employee

productivity • Improved employee

efficiency

• Saving on International Currency

• Toll Free access to reach India

• Standard dialling plan • Superior voice quality • 24x7 customer support • Accurate billing


Key takeaways and conclusion

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Key Takeaways and Conclusion

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Audio conferencing service providers to ultimately position themselves as a one-stop-

shop solution for all the collaboration needs of an organization

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.

Service providers are anticipated to offer audio conferencing service

differentiation using value-added features and services (e.g., integration with

mobility, plugins with e-mail systems, HD audio etc.)

Demand for Audio Conferencing Services would primarily be seen within the mid-

market and small business segment who would look to leverage the benefit of this

model

Applications like WebRTC will act as technology enablers for the

conferencing services as they render platform neutral service


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Documents

Audio Conferencing Services · toll free, mass calling, recording, etc. are expected features to expand the customer base. Customers look for scalable solution from their current