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© 2009 Opus Research, Inc.
Recombinant Communications:2010 and Beyond
Prepared by Opus Research/Internet2Go
Presented by: Dan Miller, Sr Analyst
© 2009 Opus Research, Inc.
Opus Research Founded in 1985 by Dan Miller Helped launched the first advisory services on “new media” in 1980 Focused on “intelligent network services,” IVR, e-publishing Dealt with publishers, telcos, cable operators, game makers, studios
There at the beginning Addressable cable converters CTI, IVR, Contact Centers… IN, SS7, SIP, VoIP…
Today’s Advisory Services: Recombinant Communications (RC) Internet2Go
Conferences Voice Biometrics Conference 2010 (www.voicebiocon.com) Internet2Go
Opus Research
eComm SF 2010
© 2009 Opus Research, Inc.
Recombinant Communications (RC)
Opportunities at the intersection of highly capable phones, Web Services, cloud
computing and a range of “open source” software and
well-defined APIs
eComm SF 2010
© 2009 Opus Research, Inc.
2009: A “Break Then Make” Year
Recovering from economic chill Doing more with less Extending life of existing resources Making the move to IP-based networks Changing organization structures and cultures
Reassembling the ecosystem Focus on user experience Add awareness of presence, status and preferences Accommodate many networking options
Not investing in unification so much as reassembly
5eComm SF 2010
© 2009 Opus Research, Inc.
Putting ‘Personal’ into PCS
An evolutionary process Remember when “cellular” became PCS?
eComm SF 2010
© 2009 Opus Research, Inc.
Raised a Simple Question
What is ‘personal’? “Personalization” became a cottage industry Involved filters, targeting, “cookies” Mobility upped the ante to “surveillance”
Today it’s about: Identity Location Masking complexity
eComm SF 2010
© 2009 Opus Research, Inc.
Asked and answered as…
AMPS PCS 3G 4G
Cell Location Destination
Call Records Search History Intention
Feature Phones SmartPhones
Caller ID Metadata Identity
Who I am. Where I’m going. What I want to do. What I’m willing to share.
eComm SF 2010
© 2009 Opus Research, Inc.
Result: Recombinant Communications (RC)
Seeds of a $20+ Billion Opportunity Solutions emphasize re-use/recombination New generation of app developers Accelerating life-cycles
Splicing together infrastructure elements APIs between private clouds & public clouds Advent of “Porous Enterprises” Crowdcenters and Cloudcenters supplant
Contact Centers
eComm SF 2010
© 2009 Opus Research, Inc.
Some Assembly Required
The anomaly that is Apple Arguably a “closed” system Locked down publishing cycle Users become their own solution providers
World of opportunity Web services No rest for the RESTful “Voice” is interesting again
RC Included Among 160,000 Apps in iTunes AppStore
eComm SF 2010
© 2009 Opus Research, Inc.
Happy, shiny programmers
eComm SF 2010
© 2009 Opus Research, Inc.
The RC Opportunity
eComm SF 2010
© 2009 Opus Research, Inc. 13
The RC Roster
Enterprise UC The Bus: “pipes and call routing” (Cisco, Avaya, ALU/Genesys, others) Middleware: “business process mgt” (IBM, Oracle/BEA) Desktop: “presentation portal” (Microsoft, IBM/Lotus, Apple) Disruption from “collaborative” efforts that transcend traditional
boundaries: cubicle, contact center, inter-enterprise, mobile workforce
Service Providers Incumbents: AT&T, BT, Verizon, etc meet Comcast, Ribbit, Skype Cloud operators: Google, Amazon, Salesforce, Microsoft Voice ASPs: Nuance On Demand, Tellme/Microsoft, West…. Disruption from LiveOps/LiveWork, Google, Voxeo, Nuance?
Framed as “private clouds/public clouds” debateeComm SF 2010
© 2009 Opus Research, Inc.
The #RC Roster (continued)
End Points In cubicles: IP-based handsets and softphones In conference rooms: telepresence, shared phoens While mobile: feature phones and smartphones In between: Laptops, netbooks, ebooks, PNDs Disruption from iPhone, Android, Kindle
Integrators and App Developers Incumbents: IBM Global Services, Accenture Emerging: Two teenagers in a Starbucks Disruption from leveraging APIs and standards
Innovation cycles are accelerating
eComm SF 2010
© 2009 Opus Research, Inc.
RC Types, Prototypes & Use Cases
API-enabled “clouds” Voxeo Amazon EC2 Salesforce: SalesCloud/Service Cloud Google (Gears, Wave…) IfbyPhone
New intermediaries Tropo Twilio Ribbit Twitter
Incumbent telcos and enterprise infrastructureeComm SF 2010
© 2009 Opus Research, Inc.
Blind men and the elephant in the room
Arguing terminology Unified Communications? Communications-Enabled Business Processes? Collaboration?
When the issue is “problem solving” From search discovery consultation
selection purchase support Sensitive to context and state Increasingly mobile Responsive to end-user needs
These are the roots of Robust Recombinant AppseComm SF 2010
© 2009 Opus Research, Inc.
How to Reach Us
Dan [email protected] 415.904.7666
www.opusresearch.net Twitter: @opusresearchwww.internet2go.net @dnm54www.voicebiocon.com
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