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Real-Time Communications:
Catching the Next Wave
Application to Innovation Summit
13 June 2017
Pamela Clark-Dickson, Pract...
Ovum | TMT intelligence | informa2 Copyright © Informa PLC
 Ovum view
 Consumer communications: from analog to automatio...
Ovum | TMT intelligence | informa3 Copyright © Informa PLC
Ovum view
 2015-20: Fourth half-decade of distinct step-change...
Ovum | TMT intelligence | informa4 Copyright © Informa PLC
Consumer communications: From
analog to automation
Ovum | TMT intelligence | informa5 Copyright © Informa PLC
From 2000: The evolution of communications
Ovum | TMT intelligence | informa6 Copyright © Informa PLC
OTT communications mobile monthly active users and traffic to m...
Ovum | TMT intelligence | informa7 Copyright © Informa PLC
P2P SMS declines as use of OTT communications apps grows
• Glob...
Ovum | TMT intelligence | informa8 Copyright © Informa PLC
Chat apps expanding in all directions - communications
•Messagi...
Ovum | TMT intelligence | informa9 Copyright © Informa PLC
Visual communications services expand in scope and functionalit...
Ovum | TMT intelligence | informa10 Copyright © Informa PLC
Consumer use of video calling leapfrogs voice calling on chat ...
Ovum | TMT intelligence | informa11 Copyright © Informa PLC
But telcos still have some cards to play in provision of consu...
Ovum | TMT intelligence | informa12 Copyright © Informa PLC
Enterprise communications:
Meeting the needs of the omni-
chan...
Ovum | TMT intelligence | informa13 Copyright © Informa PLC
Communications is becoming more contextual, giving rise to omn...
Ovum | TMT intelligence | informa14 Copyright © Informa PLC
The trend towards omni-channel: the right channel at the right...
Ovum | TMT intelligence | informa15 Copyright © Informa PLC
Consumers use multiple communications channels to interact wit...
Ovum | TMT intelligence | informa16 Copyright © Informa PLC
Little has changed since 2016: E-mail, voice and web chat pred...
Ovum | TMT intelligence | informa17 Copyright © Informa PLC
Consumers are also starting to use chat apps to interact with ...
Ovum | TMT intelligence | informa18 Copyright © Informa PLC
AI and chat bots: The art (and
science) of automated comms
Ovum | TMT intelligence | informa19 Copyright © Informa PLC
Artificial intelligence in extremis: Humanity cedes control to...
Ovum | TMT intelligence | informa20 Copyright © Informa PLC
The reality may be less dire, more utilitarian: self-driving c...
Ovum | TMT intelligence | informa21 Copyright © Informa PLC
Smartphones and tablets dominate digital assistants to 2021, w...
Ovum | TMT intelligence | informa22 Copyright © Informa PLC
Beyond the hype: consumer use of digital assistants and chat b...
Ovum | TMT intelligence | informa23 Copyright © Informa PLC
Benchmarking key digital assistant offerings: As an emerging c...
Ovum | TMT intelligence | informa24 Copyright © Informa PLC
Telco AI initiatives: Telefonica Aura  AI-enhanced customer c...
Ovum | TMT intelligence | informa25 Copyright © Informa PLC
The Internet of Things:
Everything connected
Ovum | TMT intelligence | informa26 Copyright © Informa PLC
The IoT is in everything: The smart home, wearables, toys, con...
Ovum | TMT intelligence | informa27 Copyright © Informa PLC
Security and utilities dominate smart home device sales to 202...
Ovum | TMT intelligence | informa28 Copyright © Informa PLC
Broadband service providers are engaging with the smart home o...
Ovum | TMT intelligence | informa29 Copyright © Informa PLC
The Internet of Things: many touch-points into enterprise
 70...
Ovum | TMT intelligence | informa30 Copyright © Informa PLC
WebRTC is an underlying technology in many third-party communi...
Ovum | TMT intelligence | informa31 Copyright © Informa PLC
Telcos can use – and are using! – WebRTC as a building block f...
Ovum | TMT intelligence | informa32 Copyright © Informa PLC
So, what is the next wave of communications?
2000 2005 2010 20...
Ovum | TMT intelligence | informa33 Copyright © Informa PLC
Conclusions and
recommendations
Ovum | TMT intelligence | informa34 Copyright © Informa PLC
Conclusions and recommendations
 Communications will increasi...
Ovum | TMT intelligence | informa35 Copyright © Informa PLC
Thank you
Q&A
Ovum | TMT intelligence | informa36 Copyright © Informa PLC
The contents of this product are protected by international co...
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Real-time Communications Catching the Next Wave

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A presentation by Pamela Clark-Dickson, Practice Leader of Digital Communications and Social Networking at Ovum, from the London Dialogic Application 2 Innovation (A2I) Summit, collocated with TechXLR8.

The way in which consumers communicate has changed iteratively and irrevocably since the turn of the 21st century. Today, the focus is shifting from smart-phones and social media to automation of communications via artificial intelligence and chat bots. This session explores the next wave of convergence between AI, Chat bots, IoT and customer engagement.

Publicada em: Tecnologia
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Real-time Communications Catching the Next Wave

  1. 1. Real-Time Communications: Catching the Next Wave Application to Innovation Summit 13 June 2017 Pamela Clark-Dickson, Practice Leader Digital Communications and Social Networking, Consumer Services pamela.clark-dickson@ovum.com @PamelaC_D
  2. 2. Ovum | TMT intelligence | informa2 Copyright © Informa PLC  Ovum view  Consumer communications: from analog to automation  Enterprise communications: Meeting the needs of the omni-channel consumer  AI and chat bots: The art (and science) of automated comms  The Internet of Things: Everything connected  Conclusions and recommendations  Q&A Agenda
  3. 3. Ovum | TMT intelligence | informa3 Copyright © Informa PLC Ovum view  2015-20: Fourth half-decade of distinct step-changes in communications technology since 2000  Chat apps leading the charge  Enterprises need to be where their customers are  AI is everywhere – or is it?  IoT permeating into verticals; security and utilities leading use cases for consumer market (smart home)  WebRTC already underpins many consumer and enterprise services
  4. 4. Ovum | TMT intelligence | informa4 Copyright © Informa PLC Consumer communications: From analog to automation
  5. 5. Ovum | TMT intelligence | informa5 Copyright © Informa PLC From 2000: The evolution of communications
  6. 6. Ovum | TMT intelligence | informa6 Copyright © Informa PLC OTT communications mobile monthly active users and traffic to more than double by 2020 Global, mobile monthly active users, 2013-2020 • 3.18 billion unique global mobile monthly active users (MMAUs) of chat apps by 2020. • 68.8 trillion total annual chat app messages (text, picture, video) • Traffic growth drivers: • Increased penetration • Conversational nature of IM Source: Ovum OTT Messaging Forecast 2016-20
  7. 7. Ovum | TMT intelligence | informa7 Copyright © Informa PLC P2P SMS declines as use of OTT communications apps grows • Global mobile messaging traffic falls to 4.54tn messages in 2021. • Total messaging revenues decline to $54bn. • Decline driven by growing penetration of chat apps. • 64% of consumers in China, Japan, UK and US are MMAUs of chat apps (57% in 2015). • 20% use on their tablet (13% in 2015). N=4,003. Countries: China, Japan, UK, US Question: Do you regularly (i.e. at least once a month) make use of the following services on any of these devices? Source: Ovum Digital Consumer Insights 2017: Communications, Commerce and Media Source: Ovum Mobile Messaging and Revenue Forecast: 2016-21
  8. 8. Ovum | TMT intelligence | informa8 Copyright © Informa PLC Chat apps expanding in all directions - communications •Messaging •Sharing First wave •Voice •Video Second wave •Digital assistants •Bots Third wave
  9. 9. Ovum | TMT intelligence | informa9 Copyright © Informa PLC Visual communications services expand in scope and functionality Emoji and chat bots Augmented realityVideo callingSelfies and filters
  10. 10. Ovum | TMT intelligence | informa10 Copyright © Informa PLC Consumer use of video calling leapfrogs voice calling on chat apps N=4,003. Countries: China, Japan, UK, US Question: Do you regularly (i.e. at least once a month) make use of the following services on any of these devices? Source: Ovum Digital Consumer Insights 2017: Communications, Commerce and Media Question: Do you regularly (i.e. at least once a month) make use of the following services on any of these devices? Source: Ovum Digital Consumer Insights 2015/2016: Disruptive Communications, Ovum Digital Consumer Insights 2017: Communications, Commerce and Media • 39% of consumers use video calling on their mobile phone in 2017. • Usage increased from 25.7% in 2015/16. • Use of video calling on mobile phones grew from 13.9% in 2015/16, to 30% in 2017. • In Japan, video calling more than tripled in 2017, to 24%.
  11. 11. Ovum | TMT intelligence | informa11 Copyright © Informa PLC But telcos still have some cards to play in provision of consumer services, and must use these to seek out and cement new revenue opportunities Network ownership: • Control quality and coverage – churn reduction • High-speed data via LTE • High quality voice over VoLTE • Wi-Fi calling plugs network gaps Customer relationship: • Trusted provider • Upsell traditional telco services • Cross-sell non-traditional telco services/VAS (e.g. insurance, smart home, IoT) • Retail store network Multi-play: • Mobile/wireless, fixed, broadband, TV • Upsell multi-service bundles • Enables content partnerships Partnerships: • Single access/billing point for third-party services • Package media and content • Package non-digital services
  12. 12. Ovum | TMT intelligence | informa12 Copyright © Informa PLC Enterprise communications: Meeting the needs of the omni- channel consumer
  13. 13. Ovum | TMT intelligence | informa13 Copyright © Informa PLC Communications is becoming more contextual, giving rise to omni-channel customer engagement SMS Web (no agent) Social media Web chat Chat app E-mail Voice MMS Income Age Gender Location e.g. city, village Games console Tablet Smartphone Desktop/ laptop Network Industry vertical Use case Generation X Babyboomer Millennial Centennial Traditionalist
  14. 14. Ovum | TMT intelligence | informa14 Copyright © Informa PLC The trend towards omni-channel: the right channel at the right time for the right customer Omni-channel communications: • Switch technologies as appropriate during a customer interaction • Transactions may start and end in different channels • Enterprise platforms must be flexible and adaptable
  15. 15. Ovum | TMT intelligence | informa15 Copyright © Informa PLC Consumers use multiple communications channels to interact with their service providers: E-mail, web, SMS are still key N=4,003. Countries: China, Japan, UK, US Question: How do you typically access the following customer care functions from your service providers (such as a retailer, a bank or a government department)? Source: Ovum Digital Consumer Insights 2017: Communications, Commerce and Media
  16. 16. Ovum | TMT intelligence | informa16 Copyright © Informa PLC Little has changed since 2016: E-mail, voice and web chat predominate consumer preferences for various customer care use cases N=1,000. Countries: Germany, US Question: Given a choice, how would you like to interact with your service providers’ customer care departments for these purposes? Source: Ovum Customer Engagement Survey, 2016
  17. 17. Ovum | TMT intelligence | informa17 Copyright © Informa PLC Consumers are also starting to use chat apps to interact with service providers in multiple industry verticals N=2,016. Countries: China, Japan, UK, US Question: Would you like to interact with your service providers (e.g. telcos, banks or government departments) using a chat app? Source: Ovum Digital Consumer Insights 2017: Communications, Commerce and Media N=3,659. Countries: China, Japan, UK, US Question: Do you currently interact with any of the following service providers using a chat app? Source: Ovum Digital Consumer Insights 2017: Communications, Commerce and Media
  18. 18. Ovum | TMT intelligence | informa18 Copyright © Informa PLC AI and chat bots: The art (and science) of automated comms
  19. 19. Ovum | TMT intelligence | informa19 Copyright © Informa PLC Artificial intelligence in extremis: Humanity cedes control to machines, with dire consequences Source: The Matrix, 1999 Source: WALL-E, 2008 Source: Doctor Who, 2017 Source: Terminator, 1985 Source: 2001: A Space Odyseey, 1968
  20. 20. Ovum | TMT intelligence | informa20 Copyright © Informa PLC The reality may be less dire, more utilitarian: self-driving cars, digital assistants, smart homes
  21. 21. Ovum | TMT intelligence | informa21 Copyright © Informa PLC Smartphones and tablets dominate digital assistants to 2021, with Google Assistant to lead the market Global voice AI–capable device installed base by sub-segment 0 500,000 1,000,000 1,500,000 2,000,000 2,500,000 2015 2016 2017 2018 2019 2020 2021 Installedbase(000s) Apple Siri Google Assistant Amazon Alexa Microsoft Cortana Samsung S- Voice/Bixby Google Now Chinese assistants Global digital assistant installed base by vendor Source: Ovum Digital Assistant and Voice AI-Capable Device Forecast 2016-21 Source: Ovum Digital Assistant and Voice AI-Capable Device Forecast 2016-21
  22. 22. Ovum | TMT intelligence | informa22 Copyright © Informa PLC Beyond the hype: consumer use of digital assistants and chat bots is still very much nascent N=4,003. Countries: China, Japan, UK, US Question: Do you use, or have you ever used a digital assistant (e.g. Siri, Cortana)? Source: Ovum Digital Consumer Insights 2017: Communications, Commerce and Media N=4,003. Countries: China, Japan, UK, US Question: Do you use, or have you ever used a chat bot (i.e. an interactive "mini-app" that lives within a communications/chat app and which can use artificial intelligence to mimic conversation) Source: Ovum Digital Consumer Insights 2017: Communications, Commerce and Media
  23. 23. Ovum | TMT intelligence | informa23 Copyright © Informa PLC Benchmarking key digital assistant offerings: As an emerging consumer technology, geographical reach is still low Name Languages Countries Voice identification? Native deployments Smart home compatibility? Developer platform? Amazon Alexa 2 3 No 14 Yes Yes Google Assistant 5 5 No 2 Yes Yes Apple Siri 21 36 Yes 13 Yes No Microsoft Cortana 8 13 Yes 45 No Yes Hound 1 1 No None (app only) No Yes Source: Ovum Consumer Facing AI Assistants Benchmark, April 2017
  24. 24. Ovum | TMT intelligence | informa24 Copyright © Informa PLC Telco AI initiatives: Telefonica Aura  AI-enhanced customer care platform – Telefonica’s ‘fourth platform’.  Objectives:  Give customers visibility and control over personal data and services  Secure environment/data sharing with third parties  Use AI for sophisticated, proactive customer engagement.  KPIs: decreasing churn, increasing upsell/cross-sell.  Availability:  Spain, UK, Germany. By February 2018.  Multiple platforms: mobile app, Microsoft HoloLens (VR), Skype, Amazon Alexa, Amazon Echo  Technology partners: Microsoft (Cortana), IBM.  Services partners: Unicef, ProFuturo, Facebook and Caixa Bank.  Features:  ‘Personal data space’ (cloud storage)  Timeline (chronologic data view).  Use cases: user-led service discovery and provisioning, technical or product support, usage alerts, security installation, vulnerability tracking. Telco AI initiatives: Telefonica Aura takes customer engagement to the next level
  25. 25. Ovum | TMT intelligence | informa25 Copyright © Informa PLC The Internet of Things: Everything connected
  26. 26. Ovum | TMT intelligence | informa26 Copyright © Informa PLC The IoT is in everything: The smart home, wearables, toys, connected cars . . .
  27. 27. Ovum | TMT intelligence | informa27 Copyright © Informa PLC Security and utilities dominate smart home device sales to 2021 Source: Ovum Smart Home Devices Forecast: 2016-21 Smart home device unit sales by category, 2015-21 Source: Ovum Smart Home Devices Forecast: 2016-21
  28. 28. Ovum | TMT intelligence | informa28 Copyright © Informa PLC Broadband service providers are engaging with the smart home opportunity Source: Ovum Smart Home Devices Forecast: 2016-21
  29. 29. Ovum | TMT intelligence | informa29 Copyright © Informa PLC The Internet of Things: many touch-points into enterprise  700 million cellular M2M connections by 2021.  Managing the ecosystem represents significant challenges for enterprises and telcos.  Real-time communications between devices/machines/systems is key.
  30. 30. Ovum | TMT intelligence | informa30 Copyright © Informa PLC WebRTC is an underlying technology in many third-party communications apps – and the stats show significant engagement (users are likely unaware) Google and non-Google consumer and enterprise communications apps are already using WebRTC WebRTC stats as of June 2016 (just about due for an update!) Description Data point WebRTC-enabled browsers 2 billion+ Audio/video minutes sent per week (Chrome only) 1 billion+ Data channel traffic per week (Chrome only) 500TB + WebRTC-based companies and projects 950+ - up to 1,200 as of May 2017 WebRTC acquisitions 30+ Sources: Google, bloggeek.me
  31. 31. Ovum | TMT intelligence | informa31 Copyright © Informa PLC Telcos can use – and are using! – WebRTC as a building block for B2B and B2B2C services, including IoT • Firefox Hello: video chat service • Royal Bank of Scotland (Coutts): online consultations between customers and wealth advisors • Esurance, Valspar: post/pre-sales support eg color consultations • Chegg Tutors, Cambly, TalkAbroad, San Francisco Minerva: tutoring, online classes • Genentech: consultations between physicians and scientists • Fluke, ConceptBoard, TakeTheInterview: workforce management, collaboration, recruitment B2B2C B2B2C B2C, B2E
  32. 32. Ovum | TMT intelligence | informa32 Copyright © Informa PLC So, what is the next wave of communications? 2000 2005 2010 2015 2020 2003: Skype, LinkedIn Fixed IP-based communications Mobile IP communications: smartphones, mobile apps, social media App-based communications: Chat apps, tablets Automated communications: AI, chat bots 2004: Facebook 2009: WhatsApp, Samsung Galaxy 2007: Apple iPhone 2008: Apple App Store, Android, Android Market Kakao- Talk, Instagram, Apple iPad, BlackBerry World 2011: Line, WeChat, Facebook Messenger, Snapchat, Apple Siri 2012: Viber, Google Play 2013: Telegram 2014: Signal, Amazon Alexa Facebook M, Telegram bots 2016: Google Assistant, Google Allo, Duo; Bot platforms: Facebook. Skype, Line 2006: Twitter 2017: AI: Kakao Brain, Live Clova; Visual communications BBM, Voxbone 2001: Vonage The communication of things? Integrated, contextual communications? 2025
  33. 33. Ovum | TMT intelligence | informa33 Copyright © Informa PLC Conclusions and recommendations
  34. 34. Ovum | TMT intelligence | informa34 Copyright © Informa PLC Conclusions and recommendations  Communications will increasingly be omni-channel, multi-device, visual, contextual, and enriched with AI. • Telcos need to look for opportunities that dovetail with their assets.  AI has been coming for a long time, but finally looks like it is just about here. • Telcos need to decide if they wish to participate (e.g. Telefonica). If so, partner for expertise.  Success of Internet of Things relies on stable, reliable, high speed data networks. • Telcos need to be front and centre on this, and make sure they wear their services hat too.  WebRTC is a nascent technology, but it is already well- established as an enabler. • Telcos have probably missed the boat on WebRTC-based consumer services – should look to enterprise. OR
  35. 35. Ovum | TMT intelligence | informa35 Copyright © Informa PLC Thank you Q&A
  36. 36. Ovum | TMT intelligence | informa36 Copyright © Informa PLC The contents of this product are protected by international copyright laws, database rights and other intellectual property rights. The owner of these rights is Informa Telecoms and Media Limited, our affiliates or other third party licensors. All product and company names and logos contained within or appearing on this product are the trademarks, service marks or trading names of their respective owners, including Informa Telecoms and Media Limited. This product may not be copied, reproduced, distributed or transmitted in any form or by any means without the prior permission of Informa Telecoms and Media Limited. Whilst reasonable efforts have been made to ensure that the information and content of this product was correct as at the date of first publication, neither Informa Telecoms and Media Limited nor any person engaged or employed by Informa Telecoms and Media Limited accepts any liability for any errors, omissions or other inaccuracies. Readers should independently verify any facts and figures as no liability can be accepted in this regard - readers assume full responsibility and risk accordingly for their use of such information and content. Any views and/or opinions expressed in this product by individual authors or contributors are their personal views and/or opinions and do not necessarily reflect the views and/or opinions of Informa Telecoms and Media Limited. Copyright notice and disclaimer

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