Frost Industry Quotient (IQ): Asia-Pacific Collaboration Service Market, 2013 CONTENTS

1. Market Definition and Scope ...... 3

2. Market Assessment ...... 4

2.1 Market Size and Forecast ...... 4

2.2 Competitive Landscape ...... 6

2.3 Market Share ...... 7

3. Industry Trends ...... 8

3.1 Regulatory ...... 8

3.2 Economic ...... 8

3.3 Technology ...... 9

3.4 Competition ...... 9

4. Frost IQ Matrix: Asia-Pacific Collaboration Service Providers, 2013 ...... 10

5. Profiles of Collaboration Service Providers ...... 11

5.1 InterCall ...... 11

5.2 Arkadin ...... 11

5.3 PGi ...... 12

5.4 Cisco ...... 12

5.5 Telstra ...... 12

5.6 BT ...... 13

5.7 Verizon ...... 13

5.8 NTT Com ...... 13

5.9 AT&T ...... 14

5.10 Quanshi (Aka GNET) ...... 14

5.11 Citrix Online ...... 14

5.12 IOCOM ...... 14

6. The Analyst Word ...... 15

7. Frost IQ Methodology ...... 16

7.1 Market Share ...... 16

7.2 Growth Strategy ...... 16 ASIA-PACIFIC COLLABORATION SERVICE MARKET, 2013

1. Market Definition and Scope The term ‘collaboration services market’ refers to cloud and hosted offerings of audio, video and web conferencing services delivered as stand-alone or integrated models.

Among these three segments, audio conferencing services market is at the most mature stage, while video bridging services market is gaining popularity and customer attention.

At a time when most enterprises are struggling to grow their business in the highly interdependent and uncertain global economic situation, the impact of price competition is being felt by the existing service providers of collaboration services. Meanwhile, the market faces emerging competition from countries such as , and .

The scope of this research study only covers cloud-based services using virtualized software in a service provider cloud in either private or shared architectures. Premises-based collaboration solutions are excluded from this study.

Total market size and forecast are calculated based on recurring revenue from audio, video and web conferencing services, with pay-as-you-go and monthly flat rate as the primary pricing models available in the market.

Figure 1: Asia Pacific Collaboration Services Market: Market Segmentation, 2013

Source: Frost & Sullivan analysis

Collaboration services can be categorized into the following segments:

• Audio Conferencing Services: Enterprise-grade, two-way, full-duplex, interactive audio call between two or more parties.

• Video Conferencing Services: Interactive meeting services that enable two or more participants at different locations to transmit audio and video data. It contains video bridging services, inter-carrier exchange services, equipment rental services, public room services, and on-site support & management services and so on.

frost.com 3 • Web Conferencing Services: Services that deliver an Internet-based, real- time, synchronous meeting environment that can be utilized for either presentation or collaboration. The most basic feature of a Web conference is the ability to share screens, whereby conference participants see whatever is on the presenter's screen.

• Others: Includes events, webcast and webinar services, which are interactive meetings/seminars conducted via the World Wide Web. It is usually a live presentation, lecture or workshop that happens in real time, as users participate through chatting, video-chatting, file-sharing, or asking questions with a microphone.

2. Market Assessment 2.1 Market Size and Forecasts The collaboration services market in Asia Pacific is expected to grow at a compound annual growth rate (CAGR) of 10.9 percent over the 2012-2018 period to reach $1,209 million by 2018.

Figure 2: Asia Pacific Collaboration Services Market: Revenue Forecast, 2012

Source: Frost & Sullivan analysis

• The audio conferencing services market is moving into the mature stage in major countries in Asia Pacific region, hence we expect a moderate CAGR of 8.1 percent from 2012 to 2018, with revenues hitting $489.0 million in 2012, though the year-on-year revenue growth rate kept declining during the last five years. The growth decline was seen among the mature economies like , and Japan. However, emerging countries like China, India and selected ASEAN countries registered strong growth both in their new customers’ acquisition and net usage across existing customer bases.

4 frost.com • Web conferencing services are expected to lead the growth in short term. Asia Pacific web conferencing services market continued to be the fastest growing region globally in 2012. However the market has reached a stage where products and services offered seem to have similar features and functionalities. Hence, moving forward, product and service differentiation has become a vital factor to win customers.

• There is also growing interest from enterprises in adopting video, either in a leased manner or to have it managed end-to-end from the service provider. The market awareness of video collaboration services including bridging and exchange services in developed economies is growing rapidly. Australia, , Japan and Korea showed increasing adoption of bridging and mobile video services.

Figure 3: Asia Pacific Collaboration Services Market: Percent Sales Breakdown, 2012

Source: Frost & Sullivan analysis

• Over-the-top (OTT) vendors like Google are expected to make an impact in the video collaboration services market in the next 3-5 years. As OTT platforms continue to proliferate, multi-party video collaboration is likely to be part of the next phase of technology development. Small-to-Medium Enterprises (SME) are anticipated to be the target customer in the short run.

• The Asia-Pacific market is expected to have a fairly positive outlook for the next five to seven years. The continuing downward pressure on price will inhibit the market growth during forecast period. Prices have declined by 5 to15 percent in Asia-Pacific, as service provides offer more flexible integration across audio, video and web platforms at the same or reduced prices. Hence, there could be brisk growth in usage; however, revenues could suffer, if there are drastic price declines.

frost.com 5 • The market competition is diversified with a greater variety of market participants—including incumbent telecom operators, conferencing service providers, cloud service providers and even large system integrators.

• Manufacturing, banking and financial institutions, healthcare and transportation sectors are expected to be the key verticals in driving demand for collaboration services. In addition, the education sector in China and India, along with the oil and gas industries in India, Australia, and China are expected to provide opportunities for collaboration services during the forecast period.

2.2 Competitive Landscape The market participants may be classified into two broad categories.

Figure 4: Classification of Collaboration Services Market Participants, 2012

Source: Frost & Sullivan analysis

Telecom operators, including both global and regional telecom companies, have been offering self-branded collaboration services as part of their enterprise offerings for the past ten years. They are the pioneers in the industry and have contributed significantly to the industry by increasing the market awareness of collaboration services and - driving early adoption in the enterprises. In recent years, the growth initiatives for telecom operators have diversified into two directions. Some carriers retained their competitive position by allying themselves with conferencing service providers who have the expertise and advanced infrastructure, while others continued to invest in the infrastructure and integration to provide collaboration services as part of the UC-as-a-Service portfolio.

6 frost.com Conferencing Service Providers are the pure-play vendors that provide audio, video and web collaboration services with integrations that fits the enterprises requirements. Companies like InterCall, Arkadin and PGi are driving the extensive adoption of collaboration services by delivering an enhanced user experience achieved through a high level of service quality and by offering new and innovative technologies.

2.3 Market Share InterCall, PGi and Cisco contributed 36.8 per cent of the collaboration services market share in 2012. Other notable market participants include Arkadin, NTT Bizlink, Telstra, Quanshi(China), Vcube (Japan), NTT Communications (Japan), Citrix Online, China Telecom, Verizon and so on.

Figure 5: Asia Pacific Collaboration Services Market: Market Shares by Revenue, 2012

Source: Frost & Sullivan Analysis

frost.com 7 3. Industry Trends In this section, Frost & Sullivan will examine the key trends that shape the Asia Pacific Collaboration Services Market.

3.1 Regulatory Bring-your-own-device (BYOD) and mobility becomes essential to drive the volume of collaboration services

Creating a BYOD policy that is consistent and clear around critical business needs is the key to an organization’s security and regulatory accountability. An effective policy requires input from all stakeholders, as well as ongoing assessment of the policy’s relevance and effectiveness.

First of all, there should be a solid BYOD policy development process that ensures the policy fits the organizations’ and enterprises’ objectives, meets the end-users’ expectations and is easy to administer. Having a well-structured and feasible BYOD policy is the key barrier for enterprises in Asia Pacific region looking to plan their investment on mobility solutions, particularly for large enterprises.

Secondly, deployment planning, especially planning a smooth transaction from legacy platform and having a solid infrastructure in place as rolling out a BYOD policy is critical. There are over 10 vendors offering mobility services with advanced capabilities like conferencing and collaborations in the market. However, finding ways to leverage on the existing infrastructure and deploy an easy-to-use collaboration services, especially video collaboration, will be a key concern for the decision-makers.

The third element of success is to design an end-user support model. The number of end-users should be as sufficient, and to create an environment where IT is no longer involved in managing devices but instead safeguarding corporate data.

Telecom regulations and governance on voice-over-IP (VoIP) is the major barrier for the market growth in emerging and growth countries.

Asia Pacific is the most regulated region for Internet Protocol (IP) as compared to the other regions around the world. This results in high market entry barriers for countries such as China, India, Vietnam, and Thailand. Hence, lack of fair competition environment is hindering the growth of collaboration services especially for the small and medium businesses (SMB) segment of the geographies with regulatory constraints.

3.2 Economic The 2013 global economy showed a year of moderate to low growth with changes in the economy growth drivers. These dynamics raised new policy challenges. Advanced economies showed signs of resurgent growth coupled with the task of continuing to bolster the financial sector, pursuing fiscal consolidation, and increasing jobs. Emerging market economies were faced with the dual challenge of slowing growth and tighter global financial conditions. As a result, the GDP growth for the Asia Pacific region remained relatively lower and is estimated to have grown by only 6.0 percent in 2013. Despite the growth potential of the Asia Pacific region, especially among the emerging countries, the sluggishness experienced in some of the larger economies meant that the overall growth momentum was affected.

8 frost.com In the face of rising business difficulties and challenges, a growing number of enterprises are turning to ICT technology to keep themselves competitive externally and collaborative internally. This increased adoption and dependence on IT have led to a corresponding increase in interest and spending on UC and collaboration services especially those bought as-a-service. As enterprises face greater cost pressures, they are required to justify their investments on UC solutions and are looking to adopt those that can help in creating greater value for the organization, beyond those just the usual communication perspectives. This has led to increased adoption of collaboration services that help enterprises improve employee productivity and collaboration experience.

3.3 Technology IP audio conferencing is expected to become the mainstream solution being adopted by enterprises in Asia Pacific as network infrastructure improves in the region. IP audio conferencing allows customers to utilize their private IP network investment for transport to the audio bridges, thus it helps customers to take advantage of existing infrastructure and reduces costs. The integration of IP and Public Switched Telephone Network (PSTN) also provides users flexibility to switch to “hybrid” calls.

Unified Communication-as-a-Service (UCaaS), mainly composed of hosted telephony services, cloud UC application services and collaboration services, is expected to grow exponentially in the next 3 to 5 years. New hosted telephony/UC platforms such as Cisco Hosted Collaboration Solution (HCS) and Microsoft Lync are emerging quickly and presenting new opportunities and challenges to both service providers and customers.

Enterprise broadband access speed and legacy IT infrastructure continue to be the inhibitors to business growth in developing countries such as China, India, Indonesia, the Philippines, Thailand and Vietnam. However developed markets such as Australia, Japan and South Korea are witnessing a complete rollout of multiple collaboration services.

These matured markets usually experience a rapid adoption trend for new-released products and services. With the growing IT infrastructure migration in the developing countries, the integration of conferencing services into a broader variety of enterprise communication tools, user-friendly interface and competitive rates are the major criteria being considered by customers to adopt collaboration services in Asia Pacific.

3.4 Competition The Asia Pacific region is a relatively competitive market when it comes to the service-oriented industry. The market is saturated with conferencing service providers and telecom operators, both globally and regionally. Leading global collaboration service providers increased their market presence across the key countries like Australia, Singapore and in recent years, as a result of a strong regional presence and expanded partnerships with local telecom operators. On the other hand, in non-English speaking countries like China and Japan, local collaboration service providers contributed significantly with the plan to increase the technology awareness with their customers. They are competing against the local telecom operators and global collaboration service providers with competitive pricing points and customized service offerings.

frost.com 9 4. Frost IQ Matrix: Asia-Pacific Collaboration Service Providers, 2013 The team at Frost & Sullivan evaluated eleven major collaboration service providers in Asia Pacific, with an analysis of various collaboration services they offer to identify their position on the Frost IQ matrix. The key criteria evaluated before positioning companies on the matrix are:

• Market Share

• Product/Service Strategy

• People and Skills Strategy

• Ecosystem Strategy

• Business Strategy

Figure 6: Asia Pacific Collaboration Services Market: Frost IQ Matrix, 2013

Source: Frost & Sullivan Analysis

10 frost.com As per Figure 6, five collaboration service providers emerged in the Champions quadrant, with InterCall leading the way given its dominant position in the Asia Pacific collaboration services market in 2013 and a robust future growth strategy. Telstra and Arkadin are also strong contenders. However, they face niche opportunities in the web conferencing services segment.

Another five service providers emerged in the Challengers quadrant. These market participants have a relatively smaller market share as compared to the ones mapped in the Champions quadrant. However, they do have a strong value proposition in place to meet the future demand trends to help drive growth. Frost & Sullivan expects these vendors in Challengers quadrant to witness strong growth in the near future, given their solid growth strategy and expansion plans.

Because of the integration and consolidation of the collaboration services market, stand-alone video conferencing service provider IOCOM is the only one in the Explorers quadrant. IOCOM is in the early stage of market development and is expected to have good growth potential in future.

5. Profiles of Collaboration Service Providers 5.1 InterCall InterCall, a globally recognized brand, is the market share leader in the audio conferencing services market. In Asia Pacific, InterCall was able to attain low double-digit growth rate for both mature and emerging economies in 2012. Success was observed particularly in its unified meetings and communications offerings. To adapt to the growing mobile workforce and changing device landscape, InterCall released an upgraded mobility solution –MobileMeet at the end of 2012 for Android and iOS smart phones.

InterCall further enhanced the partnership with the two major unified communications players - Microsoft and Cisco in 2013. It became the first Cisco Hosted Collaboration Solution (HCS) partner in the conferencing and collaborations space. In addition, the service provider is also able to provide a hybrid PSTN-VoIP audio conferencing with Microsoft's Lync platform. Significantly, this integration is available for both Lync Online and Lync Server. With these enhancements and future growth strategies in place, InterCall is progressively becoming a ‘Unified Communications-as-a-Service’ (UCaaS) service provider, capable of directly competing in this space with the likes of other telecom operators.

5.2 Arkadin Arkadin is one of the fastest-growing service providers in the Asia Pacific collaboration services market, with its Compound Annual Growth Rate (CAGR) of nearly 30 percent from 2010-2012. Improved customer awareness on branding, innovative business models and substantial growth in large enterprises segment are the three key areas for its success. After its successful alliance with SingTel, Arkadin went on to expand its partnership with the local telecom operators in Japan, China, India, and Taiwan.

In 2012, Arkadin led the market with over 25 percent year-over-year revenue growth in the Asia Pacific region, with phenomenal successes in the Singapore, Japan, India, and South Korea markets.

frost.com 11 In 2013, Arkadin was acquired by NTT Communications - one of the leading telecom operators in Japan. The acquisition is expected to further drive Arkadin’s growth and competitiveness by leveraging NTT Com’s global infrastructure and technical expertise. In addition, Arkadin becomes one of the pilot partners for Tata Communications to resell Tata’s video collaboration services – Jamvee, which is a good complement of the existing service portfolio. The partnership is expected to boost the market awareness of Jamvee and also helps Arkadin capture direct growth opportunities in the video collaboration services space.

5.3 PGi PGi, one of the leading conferencing service providers in Asia Pacific region, witnessed stable growth in the traditional audio conferencing services segment in recent years. More importantly, the company is strategically moving to the Software-as-a-Service (SaaS) space to provide software-enabled collaboration services across audio, video, and Web, which could become an important differentiator against its rivals. The revenue of its self-branded web conferencing services – GlobalMeet – doubled in 2012 as compared to the previous year.

The video collaboration application, “iMeet”, was launched in Asia Pacific in the 2nd half of 2012, was well accepted by existing customers and helped the company acquire new customers. As such, PGi became the only conferencing services provider that was able to offer self-branded audio, video and web collaboration services.

5.4 Cisco As the leading web conferencing service provider in Asia Pacific, Cisco WebEx continued to demonstrate thought leadership by further developing WebEx into a workspace platform. WebEx Connect integrates enterprise-grade IM/presence, audio, video and web conferencing services, as well as IP telephony into a single platform. WebEx Social is an enterprise social networking tool that Cisco renamed and further developed from Quad.

In Asia Pacific, Cisco has made the strategic partnership with Samsung Electronics as part of the Samsung Enterprise Alliance Program (SEAP) 2011 where Cisco and Samsung announced a set of solutions and services for enterprise mobility. Samsung could adopt Cisco’s Web conferencing tool ‘WebEx Meeting Center’ into their smartphones and tablets. This partnership had great implications on the industry where so far the absence of enterprise applications with no security issues had prevented the use of web conferencing from the smartphone and tables for business purposes. Therefore by solving problems and maximizing customer satisfaction, the demand for this enterprise software is expected to rise in the next five years. Besides Samsung Electronics, Cisco also partnered with InterCall to establish the hosted collaboration platform.

5.5 Telstra Telstra is one of the leading collaboration services providers in Australia market. With audio conferencing service as the core business for this segment, Telstra continues to invest on IP audio bridge in recent years. As a result, the company managed to retain the customer base among key accounts, also increased customer reach among SMBs.

12 frost.com The company is mainly focused on the research and development on video collaboration services. The two service options – 1 Touch and Visonnet V2, based on the latest Cisco and Polycom hosted video conferencing platforms, provide business-grade video service without the complexities of infrastructure equipment. Hosted collaboration services segment considered as the most promising segment in the entire collaboration services portfolio for Telstra. In addition, Telstra starts to resell BlueJean’s video conferencing services which could be a good complement option for customers with no or little legacy video systems in-house.

5.6 BT Over the last three years, BT emerged as the most prominent service provider in UC-as-a-Service market in Asia Pacific region. Despite the tough economic conditions in 2012, BT executed a holistic approach in Asia Pacific UCaaS market and recorded exponential growth. Collaboration services continue to make outsize contributions to the entire UCaaS portfolio for BT in Asia-Pacific region.

Building on the strength of BT’s growing global presence and portfolio, which offers an extensive range of telecommunication solutions, BT has added a number of new collaboration services in 2013. These include video bridging (both managed and cloud-based), and infrastructure hosting via a new Hong Kong based data center. In addition, it will be expanding its regional operational capabilities with video support based out of the existing customer service centre in Sydney.

With the strong regional commitment, BT is gaining traction from verticals such as retail, travel and hospitality along with professional services, especially in countries where BT has a strong presence such as Australia, Hong Kong, Singapore and China.

5.7 Verizon Verizon deployed Cisco HCS in North America and launched the service with its pilot customers in 2012. Despites that the service provider is exercising caution in resource investment, it went ahead with its entry in Asia Pacific, with some pilot deployment started from 2nd half of 2013. Instant video services and IP audio conferencing services solution saw robust growth in the Asia Pacific region in 2013. The growth is primarily due to its existing customers in the MPLS and security areas. The service provider lacks the resources to reach out to the local Asian enterprises and government entities.

5.8 NTT Com NTT Communications is one of the leading local telcos that aggressively expanded its footprint beyond its home country to meet global customer demands. It is one of the global service providers to offer Cisco Hosted Collaboration Services (HCS) via Arcstar Unified Communication Services in Japan, achieving robust growth in 2012. The company also partnered with Vidyo to offer desktop video conferencing services as part of Arcstar Unified Communication Services Portfolio.

In 2013, the company acquired -based conferencing service provider – Arkadin. The acquisition has not made much impact on the industry yet, since the two companies remain operating independently so far. The first move is expected to take place in Japan, which NTT Com will leverage on Arkadin’s advanced audio conferencing infrastructure to enhance customer experiences.

frost.com 13 5.9 AT&T AT&T is another promising global telecom operator that is increasing the market penetration in the conferencing and collaboration services space in Asia, especially in Singapore, Japan and Hong Kong. The company focuses on large multinational companies and offers a bundled service portfolio among the wide range of advanced IP and networking solutions, in which conferencing services are one of the components. In addition, the self-developed web conferencing service – AT&T Connect- also saw robust growth both on customer awareness and adoptions.

5.10 GNET (Aks Quanshi) China-based conferencing service provider Quanshi is one of the leading audio conferencing service providers in the China market. The service provider recorded impressive growth with a CAGR of over 30 percent from 2010 to 2012. Its innovative sales and marketing approach, excellent customer support and service customization are the key success factors for Quanshi’s rapid growth. In recent years, it also launched its own brand of web conferencing and webcasting services. The service provider’s launch of a monthly unlimited pricing plan helped to increase its sales in the SMB segment.

5.11 Citrix Online As the second largest web conferencing service provider in Asia Pacific region, Citrix Online focused on the market opportunities in growth geographies such as China, Malaysia, Indonesia and Philippines.

Citrix Online established a strategic partnership with Shanghai Telecom to offer GoToMeeting as part of the brand Huiyitong to China-based enterprise customers since October 2012. The partnership with Shanghai Telecom was successful and helped Citrix to acquire large enterprises in Yangtze River Delta Region. It is expected that Citrix will expand the partnership with other subsidiaries of China Telecom such as Zhejiang China Telecom and Guangdong Telecom in the short term.

Apart from the progress in China market, Citrix Online also executed aggressive sales approach in ASEAN countries by establishing a direct sales team to reach out to key customer segments and held targeted marketing events to improve brand awareness.

5.12 IOCOM IOCOM Communications, a US-based emerging desktop video conferencing and collaboration solutions provider, offers software-based video collaboration solutions and hosted/cloud services via its own-brand solutions – Vismeet, OEM and White label The key competitive differentiators for IOCOM are its flexibility, compatibility, and scalability at affordable pricing. For example, it offers a full- featured subscription model starting from $29 per month per account up to 99 lines.

The company does not have a direct presence in Asia Pacific region and is looking to develop a distribution network among the independent software vendors (ISV). At end of 2012, the company offered a promotion of unlimited number of fully functioning endpoint subscriptions for less than $1 million per year for use at all levels within the organization.

14 frost.com 6. The Analyst Word The collaboration services market is one of the fastest growing segments in UCaaS market in terms of subscription base, with immense growth potential in the future. BYOD and mobility are expected to be the major growth factor to further drive the adoption in the future. According to a latest research by Frost & Sullivan, mobile collaboration services subscribers across Asia-Pacific region are expected to exceed 1.5 Million by 2018.

Both vendors and service providers have started to offer video as a service in several forms to businesses. As awareness of the benefits of a service-led model increases, the impact of challenges to the market as a whole and to individual market participants will decrease. Successful market participants will need to take video into their service portfolio and offer a flexible, scalable and integrated platform.

In summary, Frost & Sullivan expects that downward price pressure will continue as a result of increasing adoption of free consumer-centric services which have improved and reaching business-grade capabilities. Reliability, quality, range of functionality and flexibility will continue to be the key factors when enterprises are purchasing these services.

frost.com 15 7. Frost IQ Methodology The focus of FrostIQ is to provide a balanced assessment of selected markets. The markets are those that have been tracked rigorously by Frost & Sullivan analysts over a period of time. Data that has been collected, such as vendor revenue, is scrutinized and forms part of the input for the Frost IQ matrix.

The study approach provides a mix of quantitative and qualitative assessment. The Frost IQ matrix has two major attributes. They are market share and future growth strategy.

1 Market Share Market share information is derived from Frost & Sullivan research programs. These research programs include market trackers and syndicated research reports. From the regular research which is conducted at quarterly, semi-annual or annual intervals, analysts build a strong revenue database relating to vendors in the market.

According to the Frost IQ Matrix, the X-axis measures the share on a percentage scale. The divide line on the matrix is set at 50 percent of the market share of the leading player in that market.

2 Growth Strategy Frost & Sullivan considers 4 main components in the growth strategy assessment part of Frost IQ. The guiding principle is that these components and their subcomponents should follow the MECE (Mutually Exclusive and Comprehensively Exhaustive) test. The proposed components are as follows:

• Product/ service strategy

• People and skills strategy

• Ecosystem strategy

• Business strategy

There is an equal weightage to all the components with measurement on a 10 point scale. The dividing line on the Y-axis is at the mid-point i.e. a weighted score of 5 on a 10 point scale. Analysts will provide feedback on the industry participants on the above parameters based on continual market research and analysis.

Details of the sub-components are available, if required.

16 frost.com ABOUT FROST & SULLIVAN

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today’s market participants. For more than 50 years, we have been developing growth strategies for the Global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?

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