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Managed Unified Communications (UC) Services in Asia-Pacific

  • March 2014
  • 46 pages
  • Frost & Sullivan
Report ID: 2048167


Table of Contents

The Next Wave of Growth in UC

Executive Summary

•Though the growth of UC has slowed down since 2009–2010, there is definitely a demand. This demand is not for the in-silo components of UC, but for the bundles that are delivered via hosted and managed platforms.
•While the foundation is well laid, items such as network and infrastructure are also being extended to deliver. In addition, there is a willingness to explore and invest from both the demand and supply side.
•Evolving trends, processes, and businesses based on the high-speed networks are the key enablers and drivers to managed UC services, while concerns such as security and interoperability issues are hindering this market.
•The customer has gauged the “extra” potential benefit of deploying managed UC services in comparison to the on-premises UC deployment. Service reliability, customized solutions, the seller’s consultative approach, and relationship are some of the key considerations for customers while evaluating a managed UC service provider.
•While the market is quite competitive, participants can succeed by building niche, proprietary products, strong channels, and customer value.

Definitions and Scope

Managed UC services can be defined as an ongoing management and monitoring of customer-premises-based communication systems/applications by a third-party service provider. It includes a predefined level of accountability for the operation of a customer’s communications system.
The service provider is completely responsible for the delivery of the services, including design, building, and operating, as well as managing and monitoring the communication systems and infrastructure.

•Enterprise telephony includes KTS, WPBX, PBX, IP-PBX systems, IP hard phones, and soft phones.
•Mobility includes middleware applications and soft clients, which enable the delivery of corporate desktop and voice communications via mobile devices.
•Emails include email and related calendaring software licenses.
•Unified client includes software clients, which provide instant messaging capabilities and/or ability to launch other unified communications (UC) applications, such as IP telephony and conferencing and collaboration with pretence awareness.
•Unified messaging includes applications that integrate the storage and accessibility of voice, fax, and e-mail messages into a single mailbox that can be accessed via e-mail, telephone, Web browser, or unified client.
•Conferencing includes audio, video, and Web conferencing and collaboration tools that enable the communications and sharing of information, files, and presentations in real time.
•Presence and integrated UC applications include middleware applications, which provide a real-time status indicator of a user's ability and willingness to communicate via different communications tools within a network or enables the integration of multiple UC applications. It also includes all-in-one application servers, which provide presence, instant messaging, call management, conferencing, and collaboration capabilities on one platform.

Market Overview

•The base is ready: Most of the countries in Asia-Pacific have good network infrastructure. Those who do not have it are currently building it. The high bandwidth network and willingness to transition to IP solutions is what propels growth of managed UC services in the region.
•Large and complete deployments still far away: While there have been cases of significant deals in the UC managed services space, the customer’s willingness to go for a completely managed UC suite is not there. Customers are open to partially, but not completely, accept the managed service model.
•Network providers and channel partners are keen to explore this area: The top network providers in Asia-Pacific countries (e.g., SingTel and Tata Communications) and others have already come up with their managed UC services. The key channel partners in the region, such as DTSI Philippines and Jumbohan Malaysia, are planning to explore this area, while partners such as Dimension Data have already started providing their services.
•Suites sell the most: Customers are mostly willing to subscribe to UC suites in managed services form. Managed telephony services are nearing saturation; hence, they are not gaining much interest from the market.

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