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This authoritative and comprehensive 1,081-page report profiles and compares 62 key providers of communications and related IT services to UK enterprises.
The report includes the following:
Expert and in-depth market analysis (PEST, sizing, segmentation, positioning, technology and benchmarking)
Detailed profiles of and insight into the leading 62 service providers
Data and analysis from the strategic level through to products, services and channels to market
Genuine insight from an analyst with over 25 years’ industry knowledge both working within service providers and helping them independently
Analyst access to discuss questions and trends related to the report
Excellent value for money that addresses issues from CEO-level to business development, product management and sales
Not just simplistic graphics and high-level oversight
Businesses across all sectors and geographies are evolving towards the ’Digital Enterprise’
ICT is inverting the value chain around increasingly empowered customers
Traditional ‘silo’ products, systems and organizations cannot address this new market model – service providers must evolve or face probable extinction
There is now clear evidence that service providers focused on traditional fixed and mobile services are seeing revenues stagnate and fall
Organic growth is being delivered by providers that are tuned into the cloud, next-generation services and managed solutions
In a market where WhatsApp can grow to one billion monthly active users in six years and Amazon Web Services generates $10 billion in revenues after 10 years, service providers need to avoid any complacency
The future market will be based on hybrid collections of cloud services, with ownership of the customer relationship the ultimate goal
We are increasingly living in the era of the ‘Digital Enterprise.’ This is not just a niche activity, it is a cross-market phenomenon which will, over time, see developments like smart cities, intelligent devices and connected cars become commonplace. The likes of Uber, Facebook and Amazon illustrate this revolution at a global level, which is also reflected locally even in trades like fast food and plumbing moving to the connected world.
Core to this revolution is technology – and culture. Established business models based on transactions are being replaced by empowered, informed customers looking for solutions and beneficial relationships: this is how the Internet is inverting industry. Silos pushing products out to market are old hat – as are organizational and business models that work this way. ICT is the facilitator of this inversion of the value chain.
Of course, such revolutions are not simple. Service providers start from where they are at and need to continue to serve their existing customers whilst planning and executing the transition to the new model – and analysis of players covered in this report demonstrates that providers focused on traditional fixed and mobile services are seeing revenues stagnate or fall, with organic growth being delivered by players that are tuned into the cloud, next-generation services and managed solutions.
There is also a level of complacency amongst some players that they have historically ‘grown’ revenues from technology developments such as mobile and broadband as traditional services decline. They must not forget that this is a new world of competition where WhatsApp can grow to one billion monthly active users in six years and Amazon Web Services has established a $10 billion business in just ten.
Fortunately, these new enterprises and business models rely on ubiquitous communications, so service providers’ core business looks solid (although could be subject to disruption by the likes of Google or Amazon). The challenge is to evolve network platforms to be more responsive to changing enterprise requirements. The future has been dubbed ‘the cloud of clouds’ by BT and this is an apt description of an evolving communications model where solutions like contact centres will (probably) be hosted by service providers who will in turn offer secure links to third-party cloud providers for other data and applications – along the lines of Amazon Web Services and Microsoft Azure/Office 365. The battle is likely to be won and lost in terms of controlling the customer relationship: some service providers will become trusted integrators delivering applications and data through secure connectivity, whilst others will become pure-play connectivity providers. There will, of course, be space for many niche providers, but as this is increasingly a global model, many existing service providers are unlikely to survive and further considerable consolidation is to be expected.
The biggest threat for individual service providers, however, would be a failure to recognize the fundamental shift of business to the digital enterprise model, and a failure to design the networks, systems and organizations to address it.