A new drive for growth in Asia Pacific, Middle East and Africa
Kevin Taylor President, Asia Pacific, Middle East and Africa, & Global Logistics
November 2013
© British Telecommunications plc
Achieving double digit revenue growth across all three high growth regions
• 75 new logos since the launch of the investment programme
• Expanded infrastructure and network reach across Brazil, Mexico and Colombia
• More than 40,000 customer connections
• Launched BT Ethernet Connect, BT Assure, BT Compute, BT Contact, BT One and BT Conferencing
• Delivered on our 3 year plan to significantly grow our business
• 20 new products and services launched
• 8 new technology showcases
• Launched a Global IP Exchange hub in Singapore
• Established an Asia Pacific Health Practice
• Opened a new global development centre in Malaysia
• 42 new customers signed within the first year
• 9 new products & services
• 3 new network nodes launched in the Middle East
• 12 additional countries now covered in Africa
• New expanded offices in Durban and Johannesburg
• New regional network operations center in Durban
• Significant investment South Africa infrastructure
Asia Pacific May 2010
Latin America November 2011
Middle East & Africa February 2012
3 years ago we launched a series of investments to accelerate our growth in the emerging markets
© British Telecommunications plc
As a result we have achieved a leadership position in Asia Pacific Recognised as ‘best in class’ and a leader in the Asia Pacific market
Asia Pacific business performance
Positioned by Gartner as a ‘leader’ in the Asia Pacific (2012) and
Global Network Service Providers Magic Quadrant (2013) and
Communications Outsourcing and Professional Services Magic Quadrant
for the 4th consecutive year.
A “leader” in the IDC MarketScape:
Asia Pacific Next-Generation Telecom
- ICT Services 2013 Vendor Analysis
• Best Managed Service Provider
• Best Unified Communications
as a Service
• Asia Pacific Cloud-based Contact
Center Service Provider of the Year’
Featured in the “emerging set of
global service providers” for EMEA,
Americas and Asia, I2012
Awarded the Best Managed Service
Provider at the Telecom Asia Awards
for the 4th year running
2010 2011 2012
# new logos
# of deals
Win rate
Pipeline value
Average dealsize
“BT has been very committed to continuing to invest and enhance its
capabilities in the region. Over the past 12 months, BT has launched
numerous new offerings and service enhancements to its already broad
portfolio of services in Asia Pacific. The new investments announced
today across the wider AMEA region show that BT does not rest on its
laurels but continues to strive for service excellence to better serve its
customers.”
Charles Anderson,
Associate VP and Head of Telecoms & Mobility, IDC Asia Pacific
*Gartner, Global Network Service Provider Magic Quadrant, Neil Rickard and Robert Mason, March 2013 & Gartner, Asia Pacific Network Service Provider Magic Quadrant, To Chee-Eng, Kenshi Tazaki, Vincent Fu & Bjarne Munch,
November 2012 & Gartner, Magic Quadrant for Communications Outsourcing and Professional Services, Eric Goodness, Christine Tenneson, October 2013. Gartner does not endorse any vendor, product or service depicted in our
research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as
statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
© British Telecommunications plc
Since then we have combined our Asia Pacific, Middle East and Africa businesses Where historically trade routes have always been at the heart of doing business
UAE & China Trade up
40%
Chinese investment in
49 African
counties
Expected to generate 44% of global growth by 2025
Rising GDP
Expected to account for 75% of the worlds population by 2030
3 billion people will enter
the middle class by 2030
Population growth
Middle class
© British Telecommunications plc
Today we are announcing a new drive for growth in Asia Pacific, Middle East and Africa
© British Telecommunications plc
New ‘value added services’ licenses - enabling an extended portfolio offering
Improved infrastructure - through 5 new IP and Ethernet PoPs, 4 NNIs and enhanced satellite capability
Integrated core portfolio – in security, cloud, mobility services, UCC and contact centres.
Over 5 new industry solutions – e.g. Health Analytics, Point of Sales solutions, Trace
400+ new people – including 300 in key emerging markets such as Indonesia, Vietnam, Malaysia, China, India, Africa, Turkey, Middle East
50+ new industry experts - mainly CPG, FSI, Health, Logistics
Over 60 new professional services people in 11 markets
Delivering Field services across 8 countries – in India, Singapore, Hong Kong, China, Japan, Turkey, Indonesia and South Africa.
New Strategic Service Assurance Centre in Malaysia – providing 24x7 incident management capabilities for complex customers
BT Global Services is investing again to accelerate the growth of our business in Asia Pacific, Middle East and Africa Focussed on 3 investment areas
Capability that is more competitive
2 Greater strength in our people 1
A differentiated service experience
3
© British Telecommunications plc
It is driven by our customers expanding in Asia, Middle East and Africa
Where we see a target addressable market of £32bn across 3 segments
• 95% are expanding in the region
• Emerging economies like Indonesia, Malaysia, Turkey are witnessing high investments by global multinationals
• US, France, UK and Germany headquartered companies are seen to be the most active
• 89% are expanding in the region or globally
• Nearly 40% of companies in Forbes and Fortune list are headquartered in Asia, Middle East & Africa
• Companies headquartered in emerging markets nearly doubled in the Fortune list between 2009 and 2013
• Driven by an aging population and booming middle class population
• A focus on the expanding health market
• With targeted opportunities emerging from other sectors such as education, financial services, telecom and government
Global multinationals 1 Emerging multinationals 2 Targeted domestic 3
6%
47% 47%
Global multinationals
Emerging multinationals
Targeted domestic
3 years ago Now
6%
40% 54%
Global multinationals
Emerging multinationals
Targeted domestic
26% 17%
57%
Global multinationals
Emerging multinationals
Targeted domestic
Our business… Our market…
© British Telecommunications plc
“From our early participation in an innovation ‘Hot House’, TNT was closely involved with the development of BT Global Trace. It is a great example of BT and a customer innovating together to help solve a major industry problem.”
“We were also impressed with BT’s extensive global network, their desire and ability to improve the services continuously through innovation, and in-country resources, particularly in the Asia Pacific region”
Why are they expanding? • Companies are aggressively expanding their production and sales
footprint to tap into the increase in consumer spending • Building new R&D and service facilities to take advantage of the
low cost and highly skilled labour in the region
As a result they need a partner who can… • Help them expand quickly – with an understanding of the local
market in terms of language, regulation and culture. • Help deliver a consistent and reliable global service to their
customers.
“Few companies can offer such world-class, global, innovative and sustainable solutions to help us achieve our ambitious vision and, in this context, we are delighted to be able to continue our partnership with BT”.
Global multinationals 1
© British Telecommunications plc
“The reason we chose BT Global Services, is that compared to its competitors, it can provide us with more comprehensive programmes and higher levels of services. We highly value the BT investment and commitment as well as its local presence in the Chinese market.”
Why are they expanding? • Decentralise power to share resources and develop new
offerings. • Regional expansion within clusters like South East Asia,
Middle East and Sub-Saharan Africa As a result they need a partner who can… • Offer increased agility and flexibility - to transform themselves
from a local to a global player • Improve efficiency and reducing cost, whilst offering a
consistent and reliable service to their customers
“BT was able to quickly identify Emirates’ business demands as both an airline company driven by efficiency and a customer-centric approach. This deal will significantly enhance Emirates’ ability to deal with customer interactions, leading to increased satisfaction for our customers and better cost control for us.”
Emerging multinationals 2
“BT worked with us to design a managed security solution that fits Kordsa Global’s global network security standardization and management requirements in order to improve our operational reliability. Important factors in selecting BT for this solution were the commitment of the management and a competitive total cost of ownership.“
© British Telecommunications plc
Targeted domestic 3
“BT was the ideal strategic partner for us with its unique capabilities, local team and global experience. We believe our long-term partnership will help build Ningxia General Hospital into a brand new and world-class digital hospital.”
Why are they expanding? • Some key demographic trends – i.e. aging population and
booming middle class population • The need for core infrastructure like telecom, health, financial
services, e-government and telecom sectors As a result they need a partner who can… • Deliver best in class solution locally – understanding the
nuances of the diverse local markets - to become the best in their home country
• Keen to leverage experience from UK and specific propositions such as telehealth, e Hospital and Health Analytics
“We needed an enterprise-class network that would be able to manage the new demands and handle personal devices on to the network securely. BT helped us achieve these goals and we are proud that our students of all ages can communicate effortlessly from this improved technology”
“BT has enabled us to serve our members more effectively, and personalise the member experience by expanding our touch points. Technology is a key driver in ensuring we manage this transformation and we engaged BT because their technology offers a robust platform that solves multiple challenges and will enhance member experience.”
© British Telecommunications plc
Recruiting industry experts Our vertical expertise enables us to meet the different needs of customers in different industry sectors
Global Pharma Chem Global Manufacturing
Global Banking and Financial Markets
Global Government Global Health Global Telecom Markets
Global Logistics Global Consumer Packaged Goods
Global Mining, Oil and Gas
These are manufactured, consumer goods that have a quick shelf turnover.
This is focused on the global wholesale market in traditional and IP traffic.
This addresses the whole of the financial services sector.
This addresses the needs of the extractive sector.
These customers focus on the distribution and transport of physical goods and people.
This is focused on the UK Government as well as selected global opportunities.
This is focused on UK healthcare providers as well as selected global opportunities.
These customers produce the world’s physical goods .
These customers produce the world’s medicines.
Global Systems Integrators
These are global systems integrators and business process outsourcing customers.
Greater strength in our people 1
© British Telecommunications plc
Landscape in 2009
Forecast for 2014
Over the last 4 years Africa has become more connected
Capability that is more competitive 2
© British Telecommunications plc
“The stakeholders who took part in the consultation were very impressed. Many had been thinking about mobility in their own areas but didn’t know we could help. Now the IT team is really showing value to the organisation.”
“BT Global Services was the most convincing of the worldwide IT companies that competed for our data centre management design contract. Whereas other companies bombarded us with a load of marketing jargon, BT Global Services brought real people and proven processes to the table. They were able to convince us with actual solid examples of their work, especially in mission-critical environments.”
“BT has business experts in industry sectors ranging from pharmaceuticals to financial services. Not geeks but people who really understand the challenges.BT worked untiringly with us to create a transformational architecture extending right across the region. The agility that’s providing will be an increasingly powerful enabler of our corporate growth strategy.”
Through our professional and field services teams Our customers increasingly require an end to end service experience
A differentiated service experience 3
© British Telecommunications plc
New ‘value added services’ licenses - enabling an extended portfolio offering
Improved infrastructure - through 5 new IP and Ethernet PoPs, 4 NNIs and enhanced satellite capability
Integrated core portfolio – in security, cloud, mobility services, UCC and contact centres.
Over 5 new industry solutions – e.g. Health Analytics, Point of Sales solutions, Trace
400+ new people – including 300 in key emerging markets such as Indonesia, Vietnam, Malaysia, China, India, Africa, Turkey, Middle East
50+ new industry experts - mainly CPG, FSI, Health, Logistics
Over 60 new professional services people in 11 markets
Delivering Field services across 8 countries – in India, Singapore, Hong Kong, China, Japan, Turkey, Indonesia and South Africa.
New Strategic Service Assurance Centre in Malaysia – providing 24x7 incident management capabilities for complex customers
BT Global Services is investing again to accelerate the growth of our business in Asia Pacific, Middle East and Africa Focussed on 3 investment areas
Capability that is more competitive
2 Greater strength in our people 1
A differentiated service experience
3
BT Group plc
Gavin Patterson Chief Executive Officer
© British Telecommunications plc
16
Our journey
2001-2003
Rehabilitation
• Reducing debt
• Restructuring the business
2003-2008
Move to data
• Defend traditional
• Grow “new wave”
2008-2013
A better business
• Cost transformation
• Investing for the future
2013
A better future
• Further cost transformation
• Customer service improvements
• Delivering on investments
Cash flow growth
EBITDA growth
Profitable revenue growth
© British Telecommunications plc
17
Foundations in place for an exciting future
IT services
IT services
Delivering on our strategy
Fibre
TV & Sport
Mobility
4 G
High-growth regions
© British Telecommunications plc
18
Reduce net debt
Support pension fund
Drive profitable revenue growth
Grow EBITDA
Grow free cash flow
Invest in business
Progressive dividends
Financial objectives
© British Telecommunications plc
19
Revenue1
- underlying ex transit
£4,491m
flat
(0.5%)
EBITDA1
£1,434m (4%)
EPS1
6.0p 2%
Normalised2 free cash
flow
£610m up £294m
Net debt
£8,074m down
£963m
Q2 2013/14 group results
1 before specific items 2 before specific items, purchases of telecommunications licences, pension deficit payments & cash tax benefit of pension deficit payments
YoY change
CIO to CEO
The power of collaboration
Luis Alvarez CEO, BT Global Services
21
The challenge of the global CIO … Blocker or Builder?
Global
Empowering leadership. To enable the organisation.
Responsive Available
Responsible
Communications technology lets us survive … and thrive
Conference call in transit
to airport
Podcast to team
Blog on LinkedIn
iPad-based telepresence
to London
Board Papers
Webex with
family
23
Together we deliver the experience that makes this world possible…
At a cost that makes sense
Proper collaboration
Responsible/ Secure
To enable big decisions
QUALITY EXPERIENCE
Ecosystem of Trust
… and make the right choices to turn “OR” into “AND”
Austerity OR Investment
Building our ecosystem of trust.
Growth OR Cost
Global OR Local
Progression OR Transformation
Evolution OR Revolution
A new drive for growth in Asia Pacific, Middle East & Africa
South East Asia
27
BT delivering locally in South East Asia
• Over 28 years experience of operating in South East Asia
• We have 5 geographic hubs in Singapore, Kuala Lumpur, Bangkok, Jakarta & Ho Chi Minh & network presence in all incl Philippines
• Employing over 940 employees
• We have over 300 professional services employees in Singapore offering consultancy & field services to our customers across SEA & AMEA following the integration of BT Front Line
• We have a global development centre in Kuala Lumpur certified by MDEC housing BT’s global delivery capability & research facility – one of only 8 that BT operates around the world
• Our Customer Innovation Showcases in Singapore, Malaysia & Jakarta are just three of 10 in the Asia Middle East & Africa region
• We have a series of immersive video suites in Kuala Lumpur, Singapore and Jakarta which allow our customers to experience the best in Cisco and Polycom video conferencing
• We recently launched our global IP exchange in Singapore
• We recently launched our Health care practice in SEA
• We are accredited locally with Cisco Gold & Avaya Platinum certification & globally with Microsoft
© British Telecommunications plc BT in South East Asia 28
Our presence
Our local investment >
Our customers >
>
BT delivering locally in South East Asia
Greater strength in our people
• 130 new people – 1070 employees in total (+18%)
• 11 new industry experts – Health, FSI, logistics & GTM
• 20 new professional services
Capability that is more competitive
• Deeper domestic coverage – additional nodes being deployed in Malaysia, Thailand and Vietnam, Providing access to emerging markets
such as Laos, Cambodia & Myanmar through extended network capability
• Stronger core portfolio – Integration of our Cloud Compute platform with network and security services to provide seamless end-to-end solutions
• Industry focus – Launch of new services specifically designed to address
the needs of financial services, health, GTM, CPG, Logistics
A differentiated service experience
• Strengthening up our global best practice delivery capability in Malaysia
• Building a 24x7 strategic service assurance centre in Malaysia
BT in South East Asia 29
Our presence
Our local investment >
Our customers >
>
>
BT delivering locally in South East Asia
© British Telecommunications plc BT in South East Asia 30
Our presence
Our local investment >
Our customers >
>
Malaysia
31
BT delivering locally in Malaysia
• Over 20 years experience of operating in Malaysia
• Employing over 340 people
• Recently establish a Global Development Centre in partnership with the Multimedia Development Corporation (MDeC) responsible for innovation, design & delivery – 1 of 8 that BT operates globally
• Opened a Contract delivery shared services centre delivering critical business functions for global contracts
• Extensive network coverage including 2 GPOPs more than 500 ports
• New Customer Innovation Showcase - one of 10 in the Asia Middle East & Africa region
• We have some key accreditations in the industry including Platinum & FDA Partner for Oracle; Cisco Select Partner
© British Telecommunications plc BT in Malaysia 32
Our presence
Our local investment
Our customers
>
>
>
BT delivering locally in Malaysia
Greater strength in our people
• 62 new people – 32% increase (plus a further 210 from TSO)
• 1 new industry experts – health focus
Capability that is more competitive
• Deeper domestic coverage – enhanced licence
• Stronger core portfolio – (BT Trace, Health analytics, expedite)
• Industry focus – building our expertise in financial services, health, education, CPG
A differentiated service experience
• Strengthening up our global best practice delivery capability in Malaysia through a complex deal helpdesk
• Building a 24x7 strategic service assurance centre in Malaysia
BT in Malaysia 33
Our presence
Our local investment
Our customers
>
>
>
>
BT delivering locally in Malaysia
© British Telecommunications plc BT in Malaysia 34
Our presence
Our local investment >
Our customers >
>
China
35
BT delivering locally in China
• We have been active in China since 1995
• We have offices in Beijing, Shanghai, Shenzhen and Dalian
• We have more than 320 employees in China
• BT network covers over 330 cities in China through partnership with China Telecom, China Unicom and CITIC Telecom
• A Service Operations Centre in Dalian - that offers 24x7x365 multi-lingual global incident management and support
• BT China has launched field services capability in house, which does the rack and stack for our MNC customers operating in China
• We are accredited locally with Cisco Gold & Avaya Platinum certification & globally with Microsoft
• In China, BT collaborates closely with leading universities in China including Jiaotong and Tsinghua University where we have
a joint lab focusing on supply chain security
• We have 2 customer innovation showcases in Beijing and Shanghai - allowing our customers to experience our technology first hand
© British Telecommunications plc BT in China 36
Our presence
Our local investment
Our customers
>
>
>
BT delivering locally in China
Greater strength in our people
• Recruiting over 30 new people
• Including 8 new industry experts
• Including 9 new professional services people
Capability that is more competitive
• Deeper domestic coverage – extended reach through our latest IP Connect NNI and layer 2 Ethernet connectivity through new PoP’s in Beijing & Shanghai
• Stronger core portfolio – Integration of our Cloud Compute platform with enterprise applications, network, CRM and security services to provide seamless end-to-end solutions
• Industry focus – Launch of new services specifically designed to address the needs of financial services, health, Global Telecoms Markets, CPG, Logistics
A differentiated service experience
• Strengthening of Field Services in China
• New 24x7 strategic assurance service centre in Malaysia for complex deals
• Improved quality of self-service with pro-active alerts and real time reporting
• Increasing customer satisfaction with lower incident volumes and faster mean time to repair delivered through targeted process improvements
37
Our presence
Our local investment >
Our customers >
>
>
BT delivering locally in China
© British Telecommunications plc BT in China 38
Our presence
Our local investment >
Our customers >
>
Australia
39
Our presence in Australia today
• We have over 25 years experience operating in Australia
• We have 3 geographic hubs in Sydney, Melbourne & Perth
• Employing nearly 400 employees
• We run a 24x7 multi-lingual and multi-channel Service Operations Centre in Sydney - one of 22 that BT operates around the world
• We have a Security Operations Centre in Sydney so we can manage and monitor customers’ communication network security
• Our Customer Innovation Showcase in Sydney is one of 10 in the Asia Middle East & Africa region
• We have a series of immersive video suites in Sydney, Melbourne and Perth which allow our customers to experience the best in Cisco and Polycom video conferencing
• We are accredited locally with Cisco Gold & Avaya Platinum certification & globally with Microsoft
© British Telecommunications plc 40
Our presence
Our local investment >
Our customers >
>
How we are growing our business in Australia
Greater strength in our people
• Recruiting over 40 new people in health, security, conferencing, unified communications and contact centres
Capability that is more competitive
• Health: One of the fastest growing sectors in IT in Australia
• BT has strong experience in health IT originating in the UK with relevance for the Australian market
• Providing integrated care solutions such as telehealth and digital hospitals.
• Security: Staying ahead of security threats is a never ending challenge for IT
• BT’s strength is in the management of security through our Global Security Operations Centre based in Sydney
• We partner with leading vendors for managed security solutions
• Conferencing:
• BT Dolby will transform how people communicate over the phone
• Unified Communications & Contact Centres: Multichannel contact centres and unified communications are yet to be fully utilised in the Australian market
• Providing innovative customer solutions such as BT Cloud Customer
Experience Platform
41
Our presence
Our local investment >
Our customers >
>
Our customers are global multinationals and large Australian domestic organisations
© British Telecommunications plc 42
Our presence
Our local investment >
Our customers >
>
Hong Kong
43
BT delivering locally in Hong Kong
• Over 28 years experience of operating in Hong Kong
• Our office serves as the regional headquarters for AMEA and falls within the sub-region of North East Asia
• We have 3 geographic hubs for North East Asia in Hong Kong, Greater China and South Korea
• Employing over 240 employees
• We are proud to have one of the few data centres available on Hong Kong Island in Warwick House, which covers 70,000 square feet - one of 45 that BT operates around the world
• We have a Operations Centre in Hong Kong so that we can manage and monitor our voice trading clients
• Our Customer Innovation Showcase in Hong Kong is one of 10 in the Asia Middle East & Africa region
• We have a series of immersive video suites in Hong Kong and Seoul, which allow our employees to experience the best in Cisco and Polycom video conferencing
• We are accredited locally with Cisco Gold & Avaya Platinum certification
© British Telecommunications plc BT in Hong Kong 44
Our presence
Our local investment >
Our customers >
>
Q & A >
BT delivering locally in Hong Kong
Greater strength in our people
• Recruiting over 40 new people
• Including 5 new industry experts
• Including 7 new professional services people
Capability that is more competitive
• Enhanced voice and collaboration services – including new SIP Trunking capability for low cost voice and high quality video conferencing via our regional platform-agnostic video-conferencing bridge
• Stronger core portfolio – integration of our Cloud Compute platform with enterprise applications, network, CRM and security services to provide seamless end-to-end solutions
• Industry focus – Launch of new services specifically designed to address the needs of financial services, Global Telecoms Markets, CPG, Logistics
A differentiated service experience
• New 24x7 strategic assurance service centre in Malaysia for complex deals
• Increasing customer satisfaction with lower incident volumes and faster mean time to repair
• Improved quality of service with pro-active alerts and real time reporting
BT in Hong Kong 45
Our presence
Our local investment >
Our customers >
>
>
Q & A >
BT delivering locally in Hong Kong
© British Telecommunications plc BT in Hong Kong 46
Our presence
Our local investment >
Our customers >
>
Q & A >
“For us at Kellett, it’s all about making sure that our students have the best
learning experience and we know that technology now plays a huge role in enabling that. Our goals were to ensure that our three campuses benefited from the latest in video conferencing facilities and were equipped with consistent and high speed wireless. In achieving this, we needed an enterprise-class network that would be able to manage the new demands and handle personal devices on to the network securely. BT helped us achieve these goals and we are proud that our students of all ages can communicate effortlessly from this improved technology Simon Giddings Ciaran Harrington Head of Senior School, Head of Pok Fu Lam Prep School Kellett School Kellett School
“BT is helping Desigual expand the business into four critical markets like
Hong Kong, China, Singapore and Japan. BT’s retail in a box managed network service allows Desigual to focus on the business while BT manages the complexity of technology.
Desigual
“
“
India
47
India’s strength in the global economy is driving our customers investment strategy
Global MNCs continue to expand in India
• India remains an attractive destination for Global MNCs and they are now targeting Tier-II, Tier- III cities
• According to UN estimates FDI in India is expected to rise by 15% in 2013
• Tholon’s Index ranks India as the No.1 outsourcing destination yet again
Indian MNCs aggressively growing overseas
• According to Grant Thornton report the total value of outbound deals (Indian companies acquiring businesses outside India) between July to September 2013 were US$ 3.33 billion
• As per USIBC Indian investments in US has reached $11billion
Domestic economy on a strong foundation
• As per Mckinsey, by 2025, India will be the world’s 5th largest consumer market worth $785 bn
• Indian healthcare industry is expected to grow at a CAGR of 20% to reach $280 bn in 2020
• By 2020, Indian insurance industry expected to be amongst the top three life insurance markets and top 15 non-life insurance markets
© British Telecommunications plc BT in India 48
Our presence
Our local investment >
Our customers >
>
Pepsi planning to invest $5.5 bn in India by 2020 Philips spends $15 mn in developing innovation centre in Noida
Aditya Birla Group is intending to invest around US$ 1 billion to set up a chemical/fertiliser plant in the US.
India is an integral part of our strategy to build and deliver world class solutions for our customers
Our Global Development Centre
• The centre is designed to further enhance BT’s ability to design and deliver world class service to its customers and support its expansion in high growth region
• This centre is operated by BT TSO, the Technology, Service & Operations organisation supporting all of BT Group’s lines of business.
• This facility is part of BT’s global network of development centres in Ipswich (Adastral Park), Belfast, Cardiff and Glasgow in the UK and Kuala Lumpur
Our Global Operations Centres
• We run a Global Operations Centre in Gurgaon to support existing centres in Hungary, Brazil and China
• We also run contract delivery services for our customers in Gurgaon. This centre supports our customers globally.
© British Telecommunications plc BT in India 49
Our presence
Our local investment >
Our customers >
>
Building local capabilities to provide services with world class services with global reach, delivered locally
• Over 25 years experience of operating in India. Acquired telecom licenses in 2007
• We have geographic presence in New Delhi, Gurgaon, Bangalore, Mumbai ,Pune & Chennai
• We have 24x7 Security Operations Centre in Noida and Gurgaon to manage security environments of customers
• Our Customer Innovation Showcase in New Delhi is one of 10 in the Asia Middle East & Africa region
• We work closely with our partners like Cisco, Avaya, Microsoft amongst others to provide an end-to-end solution to our customers
© British Telecommunications plc BT in India 50
Our presence
Our local investment >
Our customers >
>
BT continues to invest in building strength and depth across India to serve our customers
Capability that is more competitive
• Deeper domestic coverage – two additional POPs (Chennai & Delhi) and a second NNI are being deployed in India
• Stronger core portfolio – launch of our Cloud Compute platform and integration with enterprise applications, network, CRM and security
services to provide end-to-end solutions
• Industry focus – Launch of new services specifically designed to address the needs of financial services, health, Global Telecoms Market, CPG, Logistics
A differentiated service experience
• Strengthening of Field Services in India
• Improved quality of self-service with pro-active alerts and real time reporting
• Increasing customer satisfaction with lower incident volumes and faster mean time to repair delivered through targeted process improvements
BT in India 51
Our presence
Our local investment >
Our customers >
>
>
BT continues to invest in building strength and depth across India to serve our customers
© British Telecommunications plc BT in India 52
Our presence
Our local investment >
Our customers >
>
Japan
53
BT delivering locally in Japan
• 28 years’ experience of operating in Japan – BT was the first foreign telecom company to have an office in Tokyo
• We run a 24x7 multi-lingual and multi-channel Network Operations Centre & Service Desk in Tokyo
• We have strong network capacity with more than 1,500 harmonized ports providing coverage at more than 1,200 sites.
• We have voice nodes in Tokyo supporting both inbound and outbound voice
• We have data centre space in Tokyo for managed hosting services. The facility is best in class and exceeds UTI Tier 3 requirements
• Our new Customer Innovation Showcase in Tokyo is one of 10 in the Asia Middle East & Africa region
• We have a series of immersive video suites in Tokyo allowing our customers to experience the best in Cisco and Polycom video conferencing
• We are accredited locally with Cisco Gold certification
• We are a leader in the financial services sector where we have a key OEM partnership with Hitachi for our BT Unified Trading solution
• We have strategic partnerships with leading Japanese IT companies
© British Telecommunications plc BT in Japan 54
Our presence
Our local investment >
Our customers >
>
BT delivering locally in Japan
Greater strength in our people
• Around 20 new people – including 4 new industry experts and 5 new professional services people
Capability that is more competitive
• Stronger core portfolio – launch of local Cloud Compute platform and
integration with enterprise applications, network, CRM and security services to provide seamless end-to-end solutions
• Industry focus – Launch of new services specifically designed to address the needs of financial services, health, Global Telecoms Markets, CPG & logistics
A differentiated service experience
• Strengthening of Field Services in Japan
• New 24x7 strategic assurance service centre in Malaysia for complex deals
• Improved quality of self-service with pro-active alerts and real time reporting
• Increasing customer satisfaction with lower incident volumes and faster mean time to repair delivered through targeted process improvements
BT in Japan 55
Our presence
Our local investment >
Our customers >
>
>
BT delivering locally in Japan
© British Telecommunications plc BT in Japan 56
Our presence
Our local investment >
Our customers >
>
Middle East & North Africa
57
BT delivering locally in MENA
• Operating in the Middle-East since 1985
• Main offices in UAE (Dubai) and Saudi Arabia (Riyadh). Establishing new presence in Qatar in January 2014
• Employing over 260 employees across the region, with on the ground staff also in Morocco, Egypt, Oman and Pakistan
• Providing services in 21 countries through 11 Points of Presence
• Stronger core portfolio – in security, Contact Centre, Unified
Communications, Cloud Compute,
• BT has created its first R&D Centre in the Middle East and Africa in collaboration with Khalifa University and Etisalat.
• Strong partnership with global vendors across the region including Cisco and Avaya Gold Certification,
• Our Customer Innovation Showcase in Dubai will be one of 10 in the Asia Middle East & Africa region,
© British Telecommunications plc 58
Our presence
Our local investment >
Our customers >
>
BT delivering locally in MENA
Greater strength in our people
• Recruiting around 20 new people including new industry experts professional services people
• Establishing BT’s Global Centre of Excellence for the airlines industry in the UAE”
Capability that is more competitive
• Deeper regional coverage with new POPs being deployed and improved
VSAT capability.
• Stronger core portfolio - establishment of a regional cloud compute capabilities to service the requirements of Global Multinationals and Emerging Multinationals operating in the region - integrated with network, collaboration, CRM and security services to provide seamless end-to-end solutions
• Industry focus – Launch of new services specifically designed to address the needs of financial services, health, GTM, CPG, Logistics
A differentiated service experience
• Increasing the service management capability across the region in terms of tools, people and processes
BT in MENA 59
Our presence
Our local investment >
Our customers >
>
>
BT delivering locally in MENA
© British Telecommunications plc BT in MENA 60
Our presence
Our local investment >
Our customers >
> Supporting over 200 major enterprise customers at more than 1,300 locations.
• 3 of the top 5 airlines in the region are customers of BT
• 3 of the major regional banks are customers of BT
• 42 new global customers trusts BT for critical infrastructure across the region
Sub Saharan Africa
61
BT delivering locally in Sub Sahara Africa
© British Telecommunications plc BT Sub-Saharan Africa 62
Our presence
Our local investment >
Our customers >
> • Over 21 years experience of operating in Sub-Saharan
• Of the 53 countries in Africa BT has legal entities in 32
• We have 3 regional offices and network PoPs in the key metropolitan areas of Johannesburg, Cape Town and Durban
• Networks and customer support delivered from service centre in Durban, one of the first ITIL compliant service centres in South Africa. Providing 24 x7 x 365. Servicing Middle East, Africa, Turkey
• BEE, committed contribution minded investment in local market development
• SA MPLS and Ethernet extensions providing national coverage
• Voice node providing national voice network and SIP trunking with own number range and portability
Investing in the future
BT Sub-Saharan
Africa
63
Our presence
Our local investment >
Our customers >
>
> • Investing in social responsibility programmes, supporting over 15 NGOs, a graduate programme and an international trade
development initiative with the UK
• Introducing innovative products and solutions from our rich global portfolio, covering all areas, including Unified Communications, Next Generation Voice and Video and Global Ethernet.
• New offices in Durban and Johannesburg
• Building in-country expertise to help drive growth across the region including highly skilled BT Advise professional services consultants.
• Centre of Excellence - Customer Innovation Showcase in Johannesburg which is one of 10 in the Asia Middle East & Africa region
• We have a series of immersive video suites in Johannesburg, Durban and Cape Town which allows our customers to experience the best in Cisco and Polycom video conferencing
BT thought leadership in the in ICT market through local investment
In February 2012, we announced the following investments in our own infrastructure:
• International routing facility at Melkbostrand SAT3 landing station, providing for direct access to subsea cable, connecting Africa to the world
• Investment into FibreCo’s new network connection between Cape
Town and Johannesburg, turning BT into the first global operator in control of its own network infrastructure in South Africa
• Network interconnection with Internet Solutions, expanding network reach into Angola, Botswana, Ghana, Kenya, Mauritius, Mozambique, Namibia, Nigeria, Tanzania, Uganda, Zambia and Zimbabwe
• Data Centre services deployed via own infrastructure and strategic partner facilities in the region
BT Sub-Saharan Africa 64
Our presence
Our local investment >
Our customers >
>
>
Today we are announcing:
Greater strength in our people
• Recruiting around 30 new people including 5 industry experts and 4 new
professional services consultants
Capability that is more competitive
• Deeper domestic coverage – three new additional POPs being deployed on
our fibre backbone, improved access, new optical and internet services, and
VSAT coverage
• Stronger core portfolio – launch of our Cloud Compute platform with access
nodes in the 3 major cities and integration with enterprise applications,
network, CRM and security services to provide seamless end-to-end
solutions
• Industry focus – Launch of new services specifically designed to address the
needs of financial services, health, Global Telecoms Markets, CPG, Logistics
A differentiated service experience
• Strengthening of Field Services capability in South Africa
• Improved quality of self-service with pro-active alerts and real time
reporting
• Increasing customer satisfaction with lower incident volumes and faster
mean time to repair delivered through targeted process improvements
BT Sub-Saharan Africa 65
Our presence
Our local investment >
Our customers >
>
>
Investing in the future
BT delivering locally in South Africa
© British Telecommunications plc BT Sub-Saharan Africa
66
Our presence
Our local investment >
Our customers >
>
Business relationships providing global connectivity
© British Telecommunications plc BT Sub-Saharan Africa
67
Our presence
Our local investment >
Our customers >
>
Eastern Mediterranean
68
BT delivering locally in Turkey
• Operating since the mid 2000’s in Turkey
• Currently employing 40 people
• Istanbul a regional hub serving customers in Turkey, Greece, Israel, Malta and Cyprus
• Run a 24x7 Network Operations Centre in Istanbul
• Licensed for; Data, Internet, Satellite and Voice services in Turkey
• ISO27001 certified for licensed services
© British Telecommunications plc BT in Turkey 69
Our presence
Our local investment >
Our customers >
>
BT delivering locally in Turkey
Greater strength in our people
• Recruiting around 15 new people
• Including 1 new industry expert
• Including 3 new professional services people
Capability that is more competitive
• Deeper domestic coverage – additional POPs being deployed and improved access through new partnerships
• Stronger core portfolio – launch of global voice VPN services, SIP Trunking and cross portfolio integration across network, unified comms and CRM services to provide seamless end-to-end solutions
• Industry focus – Launch of new services specifically designed to
address the needs of financial services, health, GTM, CPG, Logistics
A differentiated service experience
• Strengthening of Field Services in Turkey
• Improved quality of self-service with pro-active alerts and real time reporting
• Increasing customer satisfaction with lower incident volumes and
faster mean time to repair delivered through targeted process improvements
BT in Turkey 70
Our presence
Our local investment >
Our customers >
>
>
BT delivering locally in Turkey
© British Telecommunications plc BT in Turkey 71
Our presence
Our local investment >
Our customers >
>
A new drive for growth in Asia Pacific, Middle East & Africa