european voip summit london 2017 // cavell group // lumeon
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European VoIP Summit 2017 - London
#EVSLDN17
Copyright Cavell Group 2
Bienvenue
Vítejte
Herzlich Willkommen
Fáilte
ברוך הבא
Benvenuto
Welkom
Bienvenido
Välkommen
Hoşgeldiniz
Bine ati venit
Witamy
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Thanks to our Sponsors
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European VoIP Summit – 4th Edition
London 2015
London 2016 Amsterdam 2016
London 2017
111 Delegates & 38 Service Providers 270+ Delegates & 65+ Service Providers
223 Delegates & 53 Service Providers 139 Delegates & 45 Service Providers
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The Cavell Group
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Cavell is a specialist Consulting, Research and Professional Services business, focused on emerging Communications
Markets
Supporting businesses to evaluate strategic investments, create sustainable service roadmaps & operating models
and executing plans
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Projects delivered in over45 countries
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Who is here todayDominic Black
UK & European Analyst
Marc de Marcillac
Consultant
Rob Kurver
Benelux Analyst
Marketing and Research
Francisca Dinga
Adam Kowalski
Analyst DACH Region
Director of TechnicalServices & Training
Director of Research& Consulting
Gail Smith Matthew Townend
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Here’s our wider team, incognito
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Dominic BlackSenior Market Analyst
Cavell Group
European Market Overview
#EVSLDN17
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Our research coverage is expanding
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The UK Hosted VoIP market has grown to a total of 2,705,027 seats
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The UK SIP Trunking market has shown stronger growth in the last six months
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Hosted VoIP has developed at different rates
Behaviour of Incumbent and Competition
Underlying Infrastructure
Regulation Business Demographics
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No two markets are the same
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UK Netherlands France Germany Spain Belgium Italy Portugal
NumberofServiceProviders
TotalNumberofServiceProvidersperCountry(CavellGroup- June2016)
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Themes for 2017
#EVSLDN17
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• Service Providers selling ‘UC’ to end users has not been successful
• Delivering communications in the context of the end user has been more successful for Service Providers
• Having a broad set of UC features is only relevant to a small number of users, most consume their communications through one or two key endpoints.
Trends in Unified Communications
How are customers businesses changing? How do they want their business communications to support this?
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Customer Requirements maturing
• Global Cloud Communications
• Embedded & Vertical Communications
• Digital Disruption
• Team Collaboration
• Improving Customer Interaction
• Mobility
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Global providers are often challengers with few incumbent operators offering services
“Enterprises expect there are less geographic Barriers in a cloud world”
American Providers ArrivedIn UK
European Multinational Providers
• 8*8 now offering service in multiple European countries, Canada, using Voxbone for international numbers
• Talk Talk purchase Tipicall with European SIP Trunking capability • Fuze making an international investment
• RingCentral launches Global Office in Europe
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Digital Disruption
• Communication is at the the very heart of all successful business models
• Not surprising then that as we move into the world of Digital Disruption and new business models where communications is still at the heart of everything
• UBER (Calling & Messaging), Airbnb (messaging), Schindler (Mobile monitoring notification), WhatsApp (Calls and Messaging) all require communication but do not work with traditional carriers.
• 100 million voice calls are made every day on WhatsApp
“WHICH MAJOR GLOBAL CARRIER IS DRIVING THESE?”
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• A new Breed of (CPaaS) “Communications Platform as a Service Providers” are enabling this market
• Leading players include Twilio, Nexmo, Genband Kandy, and others are arriving fast
What do they offer
• A simple API focused platform that offers global reach, and enables developers to simply integrate communications into their apps and solutions
Who is enabling these Global services?
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• Slack - 5 million daily users and 1.5 million paid (Jan 2017)
• Slack targets larger companies with launch of Grid
• Microsoft reacted with launch of “Teams” end of Jan
• Facebook launch Facebook at Work
• Broadsoft launch Team-One based on its Intellinote acquisition at end of 2016
• RingCentral purchased Glip
• Multiple other competitors including virtualized solutions from companies like: Yammer
Team Collaboration & Messaging grows
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Requirement to maximize customer interaction has driven growth in a number of areas:
• Analytics both in Enterprise & Contact Centre
• Integration between recording and Analytics as SPs look for more insight
• Focus on inbound services and Queuing
• Dedicated and Integrated Contact Centre Capability offered by most Hosted Players
• Multi-Channel interaction in contact centre
M&A & partner activity been hot in this areas as providers look to augment capability:
8x8 – DXI, Broadsoft – Transera, Metaswitch partner Telax,
Customer Interaction
Key Contact Centre Players include
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Microsoft winning Large Enterprise, still in starting blocks for SME
• Skype for Business represents an increasing viable solution for Large Enterprises
• Microsoft Cloud PBX often slowing down potential deals for SPs selling Skype for Business
• Cloud PBX driving discussion about value add a Service Provider offers
• Microsoft are having limited success with Service Providers offering SME based voice solutions
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How to compete in the new communications landscape?
#EVSLDN17
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How to compete in the new communications landscape
Dominic Black – Senior Analyst, Cavell Group
Steve Haworth – CEO, TeleWare
Alan Mackie – Product Director, Gamma
James Bristow – VP UK & Northern Europe (EMEA), Broadsoft
Tim Meredith – Director of Product, Propositions and Innovation, KCOM
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Rob van den DamGlobal Comms Industry Leader
IBM
‘The fine line of trust in customer relationships’
BREAK
#EVSLDN17
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Who will be the winners and losers following the ISDN/PSTN
switch off?
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Who will be the winners and losers following the ISDN/PSTN switch off
Guy Yaffe – VP Business Development, Audiocodes
Steve Best – MD, Product Management, Strategy & Regulatory Affairs, BT Wholesale
Daniel Burke – Product Manager for Voice Services, Level 3
Matthew Townend – Director, Cavell
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• Most countries have announced an end date to the PSTN network.
• Germany date slipping but significant momentum in the migration
• BT announcement of 2025 but impact still to be felt
• For all markets: It’s not if but when will they move
PSTN switch off could dramatically change the speed in which SIP Trunking grows
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SIP penetration into the available ISDN and SIP base is set to reach 50% in Q1 2017
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Who will be the winners and losers following the ISDN/PSTN switch off
Guy Yaffe – VP Business Development, Audiocodes
Steve Best – MD, Product Management, Strategy & Regulatory Affairs, BT Wholesale
Daniel Burke – Product Manager for Voice Services, Level 3
Matthew Townend – Director, Cavell
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LUNCH SPONSORED BY
#EVSLDN17
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Who will run the Communications platform of the future?
#EVSLDN17
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Who will run the Communications platform of the future?
Dom Black – Senior Analyst, Cavell
Prof. Matthew Wilson – CEO, Telecoms Cloud
John Tucker – VP Product Management, Metaswitch
Justin Hamilton-Martin – UK Business Development Director, Centile
David Tubb – Solutions Consultant, Genband
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Break – Return at 3pm
Room 1: What role will developers play in the future of communication?
Room 2: ’Running to where the ball is going to be’ - A discussion on M&A strategies
Room 3: The General Data protection regulation: How to prepare
#EVSLDN17
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What role will developers play in the future of communication?
Dom Black – Senior Analyst, Cavell
Rob Pickering – CEO & Founder, IPCortex
Rob Cox – Commercial Director, Mondago
James Slaney – Co-Founder, Dubber
Dean Elwood – CEO, Voxygen
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BREAK
Room 1: Future of Communications
#EVSLDN17
Future of Communication
Presented by: Matt Townend, Director of Research & Consulting at Cavell Group
Mike Wilkinson – VP of Marketing at Lumeon
#EVSLDN17
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Tales from the other side
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Lumeon is a Digital Healthcare Start-Up
Presentation title V1.0 / 26 July 2016 / © Lumeon Ltd40
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I am Not Communications Business but…....
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I Monetize Communications
The $20,000 text message The $300 Video Call
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Some Facts to Consider
• Healthcare market is $3.2T in the US alone – approx 50% of the global market
• Approx 18% of GDP and slated to pass 20%
• Or approx. 2.5X the entire telecoms market
• Average spend on healthcare in the Western World is 9% of GDP
• Current spend levels are unsustainable in the US and other markets
• People are living longer
• Average person has 1 chronic condition in their 40s and 4 by the time they are 80
• Admitting into acute care is very very expensive!
• $12-20k per visit
• Digital transformation has to happen in healthcare!!
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The $300 Video Call
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72 hours 28 days 28-58 days
PathwayPathway
Care plan
Tele-MedicineCare Co-ordination
ProgramEnrollment
Tele-healthmonitoring
Tele-monitoring
Tele-medicineFollow-up
Dashboard
Alerts
Call CenterAssessments
Tele-medicineIntervention
Tele-medicineCare co-ordination
Post-discharge no RTA
Facility IPR/SNF/ALF/ILF
$300
$300
$300
$300
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Tele-Medicine
• US healthcare giant Kaiser Permanente stated that of the 110 million people it provided service to last year some 59 million (52%) were connecting through online portals, virtual visits or the health system’s apps
• Telemedicine market slated to grow to $36B by 2020
Presentation title V1.0 / 26 July 2016 / © Lumeon Ltd45
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The $20,000 Text Message
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Pati
ent
Wel
lnes
s Sc
ore
Real-Time Digital Patient Analytics
Fast-track intervention
Pro-active context sensitive
intervention
• Monitor patient with engagement via text, call centre
• Flash alert patients to prevent acuity readmission
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What am I looking for?
Messaging – text, IM
Voice calling
Video calling and conferencing
Contact center integration – natural voice processing, skills based routing
Collaboration functions
Network effect
All delivered via easy to use APIs
Presentation title V1.0 / 26 July 2016 / © Lumeon Ltd47
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Tales from the other side
March 2017
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Customer Requirements maturing
• Global Cloud Communications
• Embedded & Vertical Communications
• Digital Disruption
• Team Collaboration
• Improving Customer Interaction
• Mobility
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Let’s work togetherDominic Black
UK & European Analyst
Marc de Marcillac
Consultant
Rob Kurver
Benelux Analyst
Marketing and Research
Francisca Dinga
Adam Kowalski
Analyst DACH Region
Director of TechnicalServices & Training
Director of Research& Consulting
Gail Smith Matthew Townend
www.cavellgroup.com
@CavellGroup
www.thevoiceofvoip.co.uk
01206 381544
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#EVSAms17
Save the date!
Hotel Arena, Amsterdam
European VoIP Summit
10th October 2017
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DRINKS SPONSORED BY
#EVSLDN17
www.cavellgroup.com
@CavellGroup
www.thevoiceofvoip.co.uk
01206 381544
Thank you