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