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API AND FLYCPaaS Enablement: Combining Apps, Networks, and APIs
Kevin NethercottVP Business DevelopmentCPaaS Enablement
Everyone wants a piece of you these days!
• Free Over the top (OTT) apps and services
• Falling revenues and vanishing profitability on voice
• Business communications needs to be omnichannel but some
service providers are unable to deliver voice and messaging
simultaneously on the same numbers
• Meanwhile, Communications Platforms as a Service (CPaaS)
providers are offering new API-enabled programmable
telecom services for voice, SMS, and video – that solve
customer problems faster - with higher margins
2
CPaaS enablement and revenues
3
Your Voice and Messaging Revenue
$0.025
$0.020
$0.015
$0.010
$0.005
$0.000Basic Services for
Voice/Message
OTT
Applications
Voice/Message
Services with
RestcommONE
Marketplace
• Participate in the value proposition
not just transport
• Increase revenue as a CPaaS
provider
• Get to market in 4- 6 weeks
• Immediately offer
messaging/voice/video services
from single platform
Increase Profitability
API or Die
Irwin Lazar
Vice President and Service Director
Nemertes Research
“CPaaS is driving business
process applications and
workflows.”
67%Enterprises will look to
CPaaS providers to
meet their demands
CPaaS is in hyper-growth mode
Mark Winther
IDC, Group VP, Telecom
“The voice and text messaging
CPaaS market is transitioning from
a hypergrowth start-up phase to a
critical-mass phase”
$8BThe worldwide market
will exceed $8 billion in
2021
CPaaS Enablement makes it all possible
6
Existing Service Offering
SMS
Voice
Video
Location
Full Service & Solutions Offering
Within A Single Platform
Voice
Video
SMS
Chatbot
Alerts
Transactions
Shopping
Social Media
Customer
ServiceOmnichannel
Voice, Messaging, and Video
Omnichannel * Omni-channel * Omni channel
7
Omni comes from the word Omnis which can mean all or universal
Omnichannel is something new and notable,
even revolutionary, not just a marginal evolution of
existing thinking.
Companies with strong omnichannel business strategies retain an
average of 89 per cent of their customers and see an average 9.5
percent year-over-year increase in annual revenue.
Full CPaaS delivers a true Omnichannel experience
• Phone Numbers &
Short Codes
• Two-way SMS
• Parcing
• Throttling
• USSD
• MMS
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• Secure and encrypted
• Peer-to-peer
• Multi-party
• Recording
• Integration with
workflows
• Advanced Call Control
• Call Recording
• Call Queues
• Conference Calls
• Text-to-Speech
• Live Call Modification
VideoMessaging Voice
Voice, Messaging, and Video
Powerful Marketplace: A rich B2B community
The power of the marketplace revenue share model*
Traditional Transport Model @200,000
Daily Messaging/Voice services
New CPaaS Enablement Model @200,000 Daily Messaging/Voice services
VERSUS
Application Provider Pays $.0075 Per SMS/Voice
Revenue Share Partner $ Per SMS Revenue
CPaaS Provider .0065 $1,300
Service Provider .0010 $200
Business Customer Pays $.10 Per SMS/Voice
Revenue Share Partner $ Per SMS Revenue
Application .05 $10,000
Service Provider .03 $6,000
Telestax .02 $4,000*Example
Marketplace Applications
• SMS and Voice Contact Center
• Smart Voicemail
• IoT Solution
• AI Chatbot
• Telemedicine
• Video Websharing
• Cognitive Voice and messaging
• Mobile Advertising
• Chatbots
• 2FA
• Live chat, scriptable voice API
• Hosted PBX
• Communications based team management
• USSD Self Care
• Mobile payments & Financing
• CRM Integration
Don’t Forget the non-coders
• Visual Design tool
- Quickly configure and customize your
applications via drag and drop
- No coding required
• Helps you (and your entire
customer base) to develop apps
quickly and easily to differentiate
your services
134
Over 5,000 deployments globallyGlobal leaders. Innovators.
All Use…
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Increase revenue with RestcommONE Marketplace
• Voice video and text in single platform
• Your own White Label, Branded CPaaS Service
• Provide popular SMS and Voice Services
• Bring Your Own Carrier (BYOC)
• Flexible Financial Model
• Revenue Sharing
• Extend in your channel
• Reseller Channel In-a-Box
15
RestcommONE Marketplace Partner Program
Time to market
Hosting
Pre-built RVD
apps
Marketing
Support
Custom Web
Portal
Global Use
Cases
Exclusive
membership
Annual Program
● Full CPaaS enablement
● DevOps Services
● Hosting a cloud instance
● Training & Marketing support
● Access to the Marketplace applications
● Premium SLA
● Special volume discounts
● Customized partner portal
● Dedicated Account Manager
Thank you
For more information, visit us at: www.telestax.com© 2017 Telestax
Kevin Nethercott
VP Business Development – CPaaS Enablement
SMS Enablement Use Cases
Business value of SMS is sky high
19
79%of companies believe
customers want
SMS/text support(ICMI)
80%of people are
currently using texting
for business.(eWeek)
75%of people would like
to have offers sent
to them via SMS(Digital Marketing Magazine)
>100%conversion gains
If texting during the
sales process(Velocity)
Take your service offering to next level
App-to-Person Market
• A2P is HOT!- Lyft, Uber, Airbnb
- OpenTable
• Enable business to message customers, reminders, deals
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Intelligent ChatBots
• Gather details in context
• Minimize IVR Frustration
• Deliver conversation summaries to agents
• Reduce time to resolution
Revenue expected to
exceed ½ Trillion by 2020
A2P market expected to
reach $40 billion in 2018
Example Features You Can Provide
SMS enable your businessTalk is cheap. Text is cheaper - And Better!
• Increased patient engagement
- Monitor patients with serious conditions
- Alert patients of test results immediately
- Notify patients about upcoming appointments
• Lower no-show rates
• Notify patients when they’re due to
schedule a routine appointment
75% of customers think
the option of a call-back is
“highly appealing”
SMS based customer service and supportIncreases customer satisfaction & saves the business up to 30%
• Your customers prefer SMS
• Customers answer text messages
• Customers spend less time on hold
• You dial less and leave messages less
• You quickly understand specifics
• The conversation context is maintained
If you’re on a level playing
field with your competitors,
texting gives you the edge
Opt-in SMS MarketingStay in touch with your customers by engaging them
• Promotional campaigns
• Benefits– Qualified audience
– It’s very inexpensive
– It’s interactive
– It is quick
– It is engaging
• It works!
Text-message marketing is
about having one-on-one
conversations with
customers
Voice Use Cases
Voice. A more personal connection with customers.
25
29%Of enterprises are
investing in proactive
outbound communications(ICMI)
81%Of consumers are more
likely to give company
repeated business
(Forrester 2016)
5% = 125%Increase in
customer retentionIncrease in
profits(SalesForce Desk)
Number MaskingGuarantee privacy and security within online relationship
26
• Hide buyer and seller numbers during a transaction
• Prevents unwanted communication post transaction
• Increases security for both sides– Rideshare
– Logistics
– Relationship management
– Financial
– Delivery
Number masking increases
customer trust and loyalty
by 65%
Call TrackingClicks are nice – Calls are better
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• Measure conversion rates from clicks to calls on ads
• Understand which ads resulted in a call
• Pinpoint the exact call source– Campaign, search, landing page, keyword, social or
campaign ad
• 5% of retail sales are online
• 70% of online searches use local search– more likely to convert via a call or visit
Conversion rates are
anywhere from 30% - 300%
for calls over clicks
Two Party Call ConnectionAutomatically matching individuals based on preset criteria
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• Maintain confidentiality– Call set up is automatic without exposing
numbers
• Healthcare– Call is automatically placed when patient
selects area of practice
• Online shopping– Automated call is placed when shopper wishes
more information on a product or service
Two party call connections are secure,
confidential and they are high quality
when placed over local networks
Video Use Cases
Video improves customer engagement
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1. “How to” videosHelp buyers get the most out of their purchases through brief,
informative demonstrations hosted by your in-house experts (ICMI)
Rather than having reps type the same Tweets or Facebook
messages over and over, wouldn’t it be easier to simply reply
with a link to a video? (eWeek)
31% consumer more likely to make purchase with live video (Business Insider Magazine)
Provide customers of all demographics the freedom to share
their own opinions. (Forrester)
2. FAQs
3. Live Video Chat
4. Customer Testimonial
74%of all online traffic
will be online video
(KCPB)
Telemedicine - Remote Patient MonitoringWebRTC – Real-time Voice and Video interaction with Doctor
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• In-home patient monitoring web portal & tablet application– Care Workers concentrate on delivering care,
not recording data
– Adaptable to any condition or chronic disease
– Disease specific workflows designed by doctors
collaborating
• Supports off-the-shelf medical devices and tablets
• Patient engage in their own health & well being
Personalized technology will
upend the Doctor-Patient
relationship
Thank you
For more information, visit us at: www.telestax.com© 2017 Telestax
Kevin Nethercott
VP Business Development – CPaaS Enablement
