Web Conferencing Services

Leverage the power of web and enhance the conferencing experience to grow your business

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nithin.ramesh@frost.com

Nithin Ramesh Consulting Analyst ICT Practice Frost & Sullivan

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Understanding the components of today’s digital enterprise

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Industry facts: • The “Millennial” workforce: By

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

• Changing workforce and style: Migration changing the global working landscape, ~64% of job seekers willing to work abroad

• Quick turn-around on projects: Quicker turnarounds and on-time project delivery; key to customer delight

Source: The Digital Workplace Study by Deloitte, Frost & Sullivan Insights

But why do enterprises move towards having a digitally empowered and connected workplace?

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Changing trend • Multi-generation

workforce • The need for speed • Increased

productivity

Need to respond

• Support changes in working styles • Unify communications • Improved focus on EX • Support the concept of “Anywhere,

Anytime” • Minimum spending, maximum

productivity • Talent retention

• Use of best in class conferencing and collaboration tools

• Leverage the power of web • Ease of use, one click connect • Multi-channel accessibility • Feature rich

• Use of technology • Collaboration • Communication • Mobility • Security • Adopt cloud or hosted services • Agility & flexibility

Embrace digital empowerment

Use of next generation digital tools

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INTRODUCTION TO WEB CONFERENCING SERVICES

Understanding Web Conferencing Service

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What is Web Conferencing Service

Web Conferencing Service is a form of conferencing service where users can hold online, real-time, synchronous meetings and conferences using a web browser via Internet

USP of Web Conferencing Service

• Content & screen sharing • Instant, un-scheduled

meeting capability • Unlimited participants

Benefits fo Web Conferencing Services

• Save travel cost & time • Improve productivity • Flexibility/convenience • Better team engagement

Value chain participants

• Telecom service providers • Web Conferencing Service

providers

WCS ON LAPTOP

WCS ON MOBILE

WCS ON DESKTOP

WCS ON TABLET

From a voice only to a web based video conferencing service: The journey so far

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Audio Conferencing Services (Early 2000s)

Basic form of voice based conferencing service where two or more users communicate using two way, full duplex interactive audio

Key requirements: PSTN phones/instruments, PRI line, bridging device

Video conferencing services (Mid 2000s)

Advanced form of conferencing service where two or more parties can have interactive communication that is similar to a telephone call but over video

Key Requirements: Dedicated VC endpoints, internet bandwidth

Web Conferencing Services (Early 2009)

Currently, the most advanced form of conferencing services where users can experience face-to-face like video conferencing via web without worrying much about investing in hardware devices or downloading of additional software applications

Key Requirements: Desktop/laptop/mobile device, web browser, internet bandwidth

What activities does Web Conferencing facilitate

Meetings • Executive meetings • Team meetings • Company meetings

Performance reviews & appraisal meets

Job interviews & candidate assessments

Research & development activities • Knowledge sharing sessions • Real-time design sharing • Research paper presentations

Training support & education • Employee training • Partner education • Product training

Sales & marketing activities • Sales meetings • Marketing webinars • Product demonstrations

WEB CONFERENCING

SERVICES

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Sales & marketing finds excellent use-case in Web Conferencing

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Sales & Marketing data

Customer & Supplier data

Research & Development

Financial data

Customer information

Trade secrets

59%

56%

53%

39%

32%

19%

Source: Secondary Research

Sales data Includes • Target numbers discussion • Marketing presentations • Pricing discussions & others

Customer data includes • Customer Info sharing • Supplier interactions • Inventory data sharing

R&D Includes • Product idea discussion • Real-time design sharing • Product demo presentations

Most commonly shared content during Web Conferencing

Web Conferencing suffices the need for “Anywhere, Anytime”

From home From client place While travelling & commuting

From partner sites From theirwWorkplace In public places

Web Conferencing for • Quick discussions • Screen sharing • Co-ordination

Web Conferencing for • Project updates • Co-ordination with

colleagues

Web Conferencing for • Anytime, anywhere discussion • Quick meetings

Web Conferencing for • Status updates • Requirement

discussions

Web Conferencing for • Project co-ordination from

multiple locations • Status updates

Web Conferencing for • Real-time discussions • Knowledge sharing or

addressing people

Source: Secondary Research

97% 58%

21% 51% 20% 17%

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WEB CONFERENCING – KEY FEATURES AND TRENDS

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Key features of Web Conferencing services (1/2)

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ONE CLICK ACCESS

HIGH QUALITY SCREEN SHARING

DEDICATED MEETING ROOMS

RECORD, SHARE & STORE

FLEXIBLE AUDIO CONNECT

STAYING CONNECTED

• Participants can join the meeting by clicking a link

• The click of the link opens a web browser window using an Internet connection

• Accommodate and organize participants on a simple, easy-to-use interface

• Users can enjoy meeting room like experience on their devices

• Users get the liberty to chose the device that they want the audio connection on

• Users can either choose the phone or the computer audio system for connecting

• Web conferencing provides crystal clear screen sharing quality for the participants

• Users also have the option to integrate HD quality webcam for enhanced experience

• Web Conferencing providers offer one-click record option for the participants on their interface

• It also provides option for sharing and storing the recording

• Web Conferencing Service offering enable users to stay connected on-the-go

• Users have the option to shift from a desktop to a mobile device during ongoing call

Key features of Web Conferencing Services (2/2)

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QUICK ACTION TOOLBAR

EASY SWITCH OPTION

MOBILE APPLICATIONS

SIMULTANEOUS CHAT

LOCK OR MUTE CALL

DOCUMENT SHARING

• Service providers offer a plug-in tool bar that integrates with other collaboration tool like the Outlook so that users can quickly start, schedule and manage meetings

• Web conferencing providers offer web conferencing through smartphones

• Users can do web meetings using mobile applications provided

• Users have the option to mute or lock an ongoing call with just one-click

• This feature would allow users to restrict anyone who tries to breach the call

• The users have the option to move to a sub-conference call or to a private communication during an ongoing call

• Web Conferencing providers offer parallel chat options to the participants of the meetings

• Users have the option to chat publicly or have a private chat

• Users have the option to share videos and even various documents like PPTs, PDFs, Excel, Word, Spreadsheets and supported format images

Emerging trends in Web Conferencing Services

Enterprises today want a “single meeting, single license” experience. What used to be audio, video, and web conferences in the past have simply become online meetings.

Demand is growing rapidly with several vendors reporting greater than 20% growth in usage; bookings are growing faster than revenue which is under pressure from declining prices.

There is a strong push in the market to hit the sweet spot of sub-$10 per license (global trend), which is leading to fast-declining ASPs.

Video adoption is seeing rapid-fire growth. The distinction between video and web conferencing is fast diminishing. WebRTC and VoIP have become the cornerstone technologies lowering the barriers to adoption.

Enterprises have started to demand increased functionalities within a web conferencing solution: chat, file sharing, screen sharing, whiteboard, video and calling

Major Web Conferencing adoption trends

What Large Enterprises have

started to demand? How are the

offerings placed in the market?

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WHY SHOULD ENTERPRISES IN TODAY’S WORLD ADOPT WEB CONFERENCING SERVICE

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Employee productivity – The core of every business process

Easy information access

FACTORS THAT PROPEL EMPLOYEE PRODUCTIVITY WITHIN THE ORGANIZATIONS

Technology Tools for document sharing and information exchange in real time would considerably improve productivity in the company

Anytime, anywhere availability

Encouragement of concepts like BYOD shall enable employees to make themselves available from any location and at any time

Use of collaboration tools

Better co-ordination among employees using collaborative applications or services further improve the employee productivity within the organization

Access to customer data

In order to have shorter turn-around time with customers, relevant employees should be given full access to customer data so that they know their customer before hand

Technology roadmap

As technologies tend to become quickly obsolete, organizations need to have a long term technology plan that can integrate new technologies that enhance employee productivity

Technology usage training

Training employees on usage of adopted productivity tools would enable employees in using it in a right manner which in-turn would improve productivity

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The concept of “Transformational Workplace” drives usage of Web Conferencing

Face-to-face meetings Audio Conferencing are no-more being seen as effective conferencing solutions as they lack “Human Touch” factor. Web Conferencing Services allow real-life like conferencing via Internet with greater involvement from participants

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Multi-location connect Presence of business and workforce at multiple locations and the need for better co-ordination among this workforce is driving businesses to look for quick and effective conferencing services like web conferencing

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Convenience of connect Employees today work from home or while travelling. Providing them necessary tools to facilitate effective working forms the key for companies. Services like web conferencing enable employees to join the meetings from any location

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Expanding work force With businesses expanding to new locations, connecting the scattered workforce for better project executions plays an importation role. Web Conferencing services enable the workforce to connect via Internet and web browser

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High importance for data security Traditional data or content sharing tools like email are prone to network attacks and sabotage. Features like encrypted screen and content sharing in web conferencing services negate these kind of data security threats

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Reduce travel cost and time Businesses every year incur huge costs in employee travel for meetings and discussions. Services like web conferencing enable companies to curb these costs and also save employee time of travel and enable them for better productivity

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Security – A fast evolving feature

Security is one of the top most feature that web conferencing service providers are constantly enhancing

Factors like “password fatigue” force users to write

down or save passwords. Use of SSO would mean

avoidance of possibilities of password leaks or breach

Complete control over the meetings for hassle free

conferencing

Single sign on (SSO)

Single User ID and password to access web conferencing along with

other integrated apps

Better administrative controls

With this feature, the admin can manage users,

call groups, remove or restrict users or even

configure meeting settings as per the requirement

Encrypting media streams

Encryption of all the audio, video, screen/document

share and VOIP

As the information exchange happens via

Internet, encryption of the data or information being

exchanged becomes crucial

Role based access

Enabling access to the content based on the individuals and their

roles

The level of content access to conferencing

participants would vary based on whether they are host, alternate host,

Presenter, Panelist or just an Attendee 18

Web Conferencing in the Indian context

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Improving internet connectivity in the country

Growing traffic congestion in the country

Traffic congestion in 4 major cities – Delhi, Mumbai, Bangalore and Kolkata costs INR 1.5 Lakh crore annually to economy, according to reports

Commuters spend one and half times more time to travel the same distance during the peak hours in current situation

Around 45% of the people in Delhi use private cars to commute whereas in Bengaluru the share is around 38%

Nearly 89% of the commuters expressed their inclination towards buying of a new car in the next 5 years

INR 100 billion is the budget allocated by Government of India last year towards bringing highly affordable Internet to 1,50,000 villages in the country

1,55,000 kilometers is the optical fiber cable that has been laid across the country until 2017

INR 45,000 crore is the BharatNet project cost which aims at providing high speed broadband connections

India’s Internet speed rose from 3.5 mbps in Q1 2016 to 6.5 mbps in Q1 2017 recording a growth rate of nearly 87%

Source: Secondary Research

Factors that would further drive Web Conferencing usage in India

Broadband

connections BYOD

Mobile data

usage

Telecom

infra

Growing broadband subscribers

• Number of broadband subscribers in India is expected to grow nearly at 45% for the next 4 to 5 years

• With penetration rate of less than 8%, the potential for the growth for broadband connections in India is very high

• India is experiencing a y-o-y growth of 10-15% in terms of Internet users

Growth of mobile data consumption

• With VoLTE introduction in India, the mobile data consumption is expected to grow further

• Mobile data consumption per smartphone is expected to grow from the current 5.7 GB/month to 13.7 GB/month by 2023

• Mobile data traffic in India is expected to grow 5 times from the current 1.9 EB to 10 EB

Personal devices for professional use

• India currently has nearly 550 million smart phone users

• 73% of the time spent on Internet in India is through mbile device

• Presently, 2 out of 3 mobile users in India are already thinking on upgrading their mobile phones

Building stronger Telecom Infra

• Government of India has initiated projects worth INR 15000 crore to strengthen the telecom infra in North East India

• As a part of this, 6,673 mobile towers will be set up to provide connectivity in NE

Source: Secondary Research 20

WHY WOULD YOU LIKE TO USE A WEB CONFERENCING SERVICE FOR YOUR ENTERPRISE?

POLL 1

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END USER ADOPTION OF WEB CONFERENCING SERVICES

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High growth potential verticals for Web Conferencing Services

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• Distance education programs

• Students’ knowledge exchange sessions

• Teacher & staff training programs

• Content or knowledge document sharing

• Student-teacher interactive sessions

Education

• Tele-Health purposes • Health representative

training & education • Health awareness

Session for citizens • Emergency health

service implementations

• Scheme implementation updates

Healthcare

• Client meetings & presentations

• Co-ordination with the off-site employees

• Project discussion and content sharing

• Update and new development sharing

• Customer briefing on project progress

IT/ITeS

• Account verification process

• Document/s processing

• Customer engagement (new business)

• Customer query solving

• Co-ordination with other branches

BFSI

Current Implementation levels in India (Rating out of 5)

•In the Indian context, use case is emerging in the Insurance and Wealth Management areas where these businesses are using WebRTC for providing real-time customer services and to create new business opportunities

Growing influence of WebRTC in customer service

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Emerging use case of implementation of WebRTC in various industries for better customer service

WebRTC

WHAT

WHY

HOW

WHERE

•An open source project allowing real time communication (RTC) (audio and video) on web browsers and mobile applications through Application Programming Interfaces (APIs) •WebRTC is being standardized through World Wide Web Consortium (W3C) and Internet Engineering Task Force (IETF) and supported by Google, Microsoft, Mozilla and Opera

X

X

X

X

•The idea of WebRTC basically originated to provide instant audio and video communications without requiring to download and install of new applications or plug-ins

•WebRTC elevates “getUserMedia” API to allow web browser to gain access to one video input device (like Camera) and one audio input device (like Microphone) as the source for MediaStream, another API that sources media object

36% of SMEs already use some form of Web Conferencing and the number grows even faster

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36%

Small enterprises • Travel costs: Frequent travelling expenses are something that small businesses try to

afford and generally avoid. Use of Web conferencing services enables them to expand business activities and at the same time keep a check on their travel expenses

• Quick & instant meetings: Small companies, especially startups are known to be high tech savvy and early adopter of technologies. Their need for quick huddle meetings or informal meetings drive them to web conferencing type of tools which do no involve any pre-scheduling or other complicated tasks

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Large Enterprises • Expanding boundaries: Large enterprises having their presence in multiple geographies

are known to be inclined towards usage of web conferencing services. Large companies like banks having multiple branches have been using these services frequently

• Greater collaboration: Employees spread across multiple locations work on same projects and require frequent communication and collaboration. Web conferencing services enable even the remotest employees to interact and collaborate by few clicks without worrying about installation of additional hardware or software applications

CHOOSING THE RIGHT SERVICE/SOLUTION PROVIDER FOR ENTERPRISE NEEDS

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Factors Affecting Subscriber decision making in Web Conferencing

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Cost of the service

• Cost plays a major role in the purchase decision making for web conferencing

• Providers offering flexible pricing (monthly or annual subscriptions) are preferred in India

Features

• Web conferencing users expect optimum features at optimum costs.

• Providers are required to offer unique features along with basic in order to influence the purchase decision making of potential users

Serviceability • Customer support on demand plays

another major role in the purchase decision making

• Time taken from “query raising” to “query resolving” is seen as an important measurement factor while shortlisting providers

Web Conferencing

Service purchase decision

Budget • The IT spending capabilities

of companies also affect the purchase decision making.

• Those businesses who are widely spread are known to be the main adopters of web conferencing services

Usability & need • The conferencing requirements

of the businesses affects the purchasing decision for the companies.

• Functions like sales, R&D require to interact frequently. Thus, the demand for WCS solution is high among these

Choosing the right service provider

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Simpler user interface: The ease of using the application plays an important role. Complex user interface with multiple operations would mean lesser chances of acceptance and usage among user community

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02

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Service parameters Other service offering parameters that help businesses choose right web conferencing service provider 04

Manage Center: Conferencing users would look for a self-managed portal which can be used by them to manage, track and retrieve all their conferencing related activities

Scalability: Conferencing users are required to provide the flexibility to users to add or remove participants in the web conferencing meetings

Seamless experience: Providers are required to deliver same experience irrespective whether the user is joining the conferencing over the phone or through desktop or laptop having varied operating systems

WHICH IS THE MOST IMPORTANT FACTOR WHILE CHOOSING A WEB CONFERENCING SERVICE?

POLL 2

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CASE STUDY

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Practical use case scenario: Adding human touch to customer service

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Classic Scenario The company is a financial services company involved in providing of several types of insurance products having its customer based spread across India

Challenge

Solution

Benefits

Result

• Quicker turn-around-time for customer query solving

• Improved Customer loyalty

• Increased customer satisfaction

• Instant Customer Interactions

• Achievement of the much need face-to-face discussions

• Real time document sharing and verification

• Providing of improved overall customer experience to its insurance customers

• The company was looking out for a solution that would further enhance its customers’ overall experience

• A Service Provider was reached out, to seek real time, web based online conferencing.

• The provider helped the insurance company by elevating WebRTC concept and integrating web conferencing capability into insurance company’s website.

• Being an insurance company providing of improved customer experience becomes an important necessity

• Although the company has a large, dedicated customer service team, the existing setup does not fully provide a complete real time customer experience

KEY TAKEAWAYS AND CONCLUSION

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Key takeaways and conclusions

The consumer landscape is evolving where companies are looking to adopt cloud model of web conferencing for non-critical business activities as they are cost effective than the existing on-premise versions

Changing requirements

Businesses will continue to elevate the concept of WebRTC to integrate web conferencing capabilities on company websites to provide real-time, live customer interactions with an objective to improve customer experience

Web Conferencing for customer service

As adoption rate grows among businesses, the new feature inclusion (AI enabled web conferencing) and improved, flexible pricing options would become the important deciding factors while choosing a web conferencing vendor

Feature enhancements and flexible pricing options

In addition to the growth of adoption in traditional verticals like BFSI and IT/ITeS, the adoption rate in industry verticals like “education” and “healthcare” would be high due to the on-going digital push across these industries

New avenues for growth

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Web Conferencing

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Call: 1800 266 1800

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