My presentation from APIdays Amsterdam (June 2019). Created in 2012 in Paris, APIdays is a series of worldwide conferences centered on the programmable economy. APIdays has organized 39 events in 11 countries including APIdays Amsterdam, “The Rise of Contextual Communications”. The event featured panel discussions, presentations and workshops from API platform vendors Apigee (Google), IBM, WSO2 and NGINX, cloud communications and CPaaS providers such as Alcatel-Lucent Enterprise, Avaya, Mavenir, Ribbon Communications, TeleStax, Twilio, VoIP Innovations, Vonage, Voxbone Voximplant and Wazo, as well as Telcos KPN and Proximus, among many others. Topics ranged from practical, hands-on workshops on integration and app development and presentations on the key considerations for an API-based strategy such as security and API architecture design, to the more sublime such as Punk Rock and the Customer Experience (CX) and single consciousness artificial intelligence (AI).

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How CPaaS Is Turning
Business Communications
Inside Out
Raul Castanon, Senior Analyst,
Workforce Productivity and Collaboration
June 2019

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Agenda
The new connected workforce
The agile enterprise and the
future of work
The new ‘work platform’
CPaaS and software-defined
business communications

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Second Wave
Mobility
► Characterized by mobile-native
capabilities and distributed work
environments.
► These define the “liquid enterprise”, a
new generation of agile, digital-native
businesses.
► “WorkOps” the new digitized arteries for
modern work

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Employees rely heavily on mobile devices
Q: Which of these devices do you use for business purposes, and how frequently?
Source: 451 Research Enterprise Mobility survey, Q2 2019
0% 20% 40% 60% 80% 100%
Wearable device
Tablet
Laptop
Laptop
Smartphone
Several times a day Daily Weekly Monthly Rarely

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Mobility can have a significant impact on
employee productivity
Q: Which of these devices do you use for business purposes, and how frequently?
Source: 451 Research Enterprise Mobility survey, Q2 2019
4%
9%
39%
45%
1%
3%
51%
45%
0% 10% 20% 30% 40% 50% 60%
None/very little (minimal or barely
noticeable)
Low (>2 hours per week)
Medium (2-5 hours per week)
High (>6 hours per week)
ITDM Employees

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Feel ‘very
productive’
Source: 451 Research’s VoTE Workforce Transformation, May 2019; VoCUL Corp SW Survey, September 2018
‘Work itself’ is
the best thing
about my job
Spend ‘too
much time’ on
email and IM
Are ‘very
satisfied’ with
applications
40% 40% 37% 35%
The Future of Work

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Business communications will
transition into an open, software-
defined ecosystem that is
diametrically opposite to the closed,
hardware-centric industry from 20
years ago. CPaaS will play a major
role in this transformation.
“

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Key attributes
Software-defined business communications is defined by attributes that
support a distributed work environment, addressing the worker
requirements in a highly customizable way.
► Ubiquitously accessible
► Workflow-defined
► Intelligent
► Secure and compliant

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New ‘work platform’ strategy and messaging
Vendor Terminology used Stated value propositions
Slack A workflow hub
The central workflow hub around which other enterprises’ apps
gravitate
Smartsheet Work execution platform
A unified platform to apply structure, connectivity, automation,
reporting on work
Box
Digital business and
workplace
Singular platform for intelligent processes enabling agile
collaboration
ServiceNow Digitizing workflows
An intelligent platform to digitize employee, customer and IT
workflows
Atlassian
Project tracking, business
management, agile planning
A platform to unleash the potential in all teams, allowing them
to plan, secure, track, collaborate and support their work
Citrix Workspace
An intelligent workspace surfacing contextually relevant tasks to
improve productivity
Beezy Intelligent workplace
A workplace for collaboration, delivering corporate information,
capturing and surfacing knowledge and connecting employees’
tools to speed their daily routines

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The software-defined business
communication ecosystem

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Conclusions
► The emergence of innovative models for delivering business
communications is disrupting traditional business communications.
► Business communications will transition from siloed, ‘one-size-fits-
all’ applications into an open, software-defined ecosystem.
► This emerging ecosystem will play a key role in enabling the ‘liquid
enterprise,’ a new era of highly responsive, digital-native businesses.
► The biggest impact will be in terms of how this will enable
organizations to adopt the platform business model, redefining how
they create and deliver value.

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Raul.Castanon@451Research.com
+1 (617) 598 7286
Thank you
@RCastanonM
New York
London
Boston
Washington, D.C.
San Francisco

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Enterprise workflow automation
Levels of Workflow Automation
Level 0 No Automation
Employee SupportLevel 1 Employee Assistance
Level 2 Partial Automation
Level 3 Conditional Automation
Automated WorkflowsLevel 4 High Automation
Level 5 Full Automation
Source: Adapted from J3016TM “Levels of Driving Automation,” SAE International

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Q: Which of the following disruptive technologies does your organization plan to adopt in the over the next 24 months?
Base: We are early adopters on the leading edge (n = 90; total = 539)
Source: 451 Research's Voice of the Connected User Landscape: Digital Transformation survey, 2H 2018
Early adopters plan to adopt voice user
interfaces in the next two years
19%
23%
29%
37%
37%
39%
53%
Augmented or virtual reality (AR/VR)
Digital assistants
Biometrics
Location-based technologies
Voice-activated interfaces
AI & ML for Intelligent business applications
Internet of Things (IoT)
i

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Adoption of
consumer voice-
enabled applications
and devices
continues to grow
Consumers have become familiar with voice-
enabled applications and devices, including
intelligent assistants. Unlike the consumer
segment, enterprise adoption is not device-driven.
Early deployments show it is largely use-case-
driven and influenced by workflow requirements.

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Wearable devices
will require
speech-enabled
applications
Smart glasses are evolving into self-
contained, fully loaded computers with
additional capabilities that enable users
to perform hands-free, body-position-
independent tasks.