Targeting and Value Added Services Can Drive Success as an Enterprise #MVNO

Posted by Gintel on 11/06/2013 None comments

According to analyst firm ABI Research, the diversity and range of hardware and software solutions available in the enterprise has created an opportunity for MVNOs with an enterprise focus to prosper. The growing trend of BYOD combined with the general proliferation of devices available to users has created complexity within the enterprise and SME domain. MVNOs can address this by providing a clear proposition, based on device management and a range of contracts to resolve this challenge, enabling users to select the device of their choice or to be equipped with those authorised by their organisations.

But, it’s not enough to simply offer call packages. Dan Shey, enterprise practice director at ABI notes in a recent article that “Successful enterprise MVNOs need to target not only the right industries but also offer a range of value-added services – services for which they have more control and offer greater margins.”

This means that MVNOs need to add something to the packages they offer – otherwise, they can only compete on price. Value added services, as Mr Shey points out, can generate higher margins (and therefore more profit per user) and also give significant boosts to income.

Compelling and proven value added services that have simple value propositions are mobile PBX and mobile unified communications. These enable enterprise and SME customers to be more productive and to enjoy a complete set of PBX features on their mobile devices, as well as access rich messaging capabilities. While some such services can work on any device, some also offer enhanced capabilities via dedicated smartphone or soft clients, enabling IP communication, conferencing and connectivity with company address books.

ABI suggests that such services can contribute as much as 25% of revenue per enterprise or SME employee. If these services are offered in addition to other calling packages, that’s an easy way to find growth and boost income.

But in addition to offering services, ABI notes that MVNOs should target specific vertical segments, with customised or dedicated offers. To achieve this, MVNOs need platforms that are capable of customisation and tailoring to meet the needs of different target segments.

Overall, while the total number of addressable users is lower in the enterprise and SME domain, the margins and returns can be much higher than in consumer markets. Gintel offers a complete range of solutions that can help MVNOs target business users, from simple inbound call management platforms to comprehensive unified communications solutions. And, they are all available with a simple to use customisation tool that enables services to be tailored for specific user groups and segments. Our solutions can be deployed in the cloud, enabling rapid go to market and OPEX-only models.

Why not find out how to develop a compelling proposition for enterprise and SME customers by tapping into our expertise? Our solutions are deployed by MVNOs across a range of markets, which means we understand how to capture value and to succeed in competitive environments. Get in touch and find out more!

API Monetisation Effort: It’s About Partnerships

Posted by Gintel on 30/05/2013 None comments

There has been considerable discussion and investment in efforts to first open and then create revenue from APIs. Leading operators have discussed their plans and, many have pledged to do so. Some have pursued a standards-based approach, but, in general, results have been modest.

Others have used the idea of the long tail, betting that from the mass of developers in the market, sufficient aggregate revenue can be captured to help offset declines from other parts of the business. But, in tandem with this, there has been a quiet revolution taking place.

Operators such as Telenor have recognised that the way to capture most value from API enablement programmes has been to focus on specific segments. They have invested in solutions that enable API capabilities for enterprise customers and their systems integration partners.

Such customers have a range of needs. By enabling them to marry capabilities from the core network and blend them into new applications or to enable new functionality from existing solutions, they have been able to create and capture significant value.

The concept of Communications Enabled Business Processes (CEBP) is not new. Companies have recognised for some time that adding communications capabilities, such as voice, location, call recording, conferencing and so on to enterprise applications such as CRM, ERP and the like, can create new efficiencies and enhance productivity. That’s why smart operators have invested in exposure of such capabilities to their enterprise and systems integration partners.

By letting these companies create their own innovation and their own solutions, smart operators are simultaneously unlocking value in their networks and making shifting the focus for innovation to third parties. At the same time, they are investing in what they are good at: providing the best network capabilities, performance and quality of service.
At Gintel, we’ve been helping with these projects. Our Telco Service Gateway is a secure, reliable platform for exposing APIs for network resources to enterprise and systems integration partners. It has been deployed for several years in a leading Tier 1 network and is the key element in their innovation framework.

Our customers have benefited from our innovation. Now, they benefit from the innovation of their partners. It’s a win-win. Why not get in touch and see how we can help unlock your network and help you build profitable new partnerships?

Inbound Call Management and the Switchboard

Posted by Gintel on 28/05/2013 None comments

While in some countries the mobile is fast replacing desktop phones and becoming the default user device for many in enterprise and SME segments, there is still an abundance of desk phones in service. And, many users will want to retain a physical desk phone for some time to come.

Furthermore, many users will also opt for softphones that can be installed on PCs or pads. All of this means that any one user might have many potential devices on which to take a call, even if their preference is for a specific device.

This makes inbound call management an essential part of any enterprise or SME service. In fact, it’s so important, it’s often a standalone service offer in its own right. We’ve experience of this, having recently deployed another instance of our ECM platform with a major service provider.

For an inbound call management service to be effective, all end points – whether they are mobiles, desk phones or soft phones – need to be reachable. While users might have different preferences for a particular device, it’s essential that all are included. With a solution from Gintel, users can select parallel or sequential ringing, meaning that each device is called at the same time or in a predefined order.

There is even a delayed ringing option – a special case for users of an IP client on their mobile. In this case, the call to the GSM device is delayed for a period, to give users the option to answer it on the SIP mobile client, with a default to GSM / UMTS / LTE if the call is not answered.

The second most important requirement is for a switchboard application. This enables enterprises and SMEs to actively manage incoming calls and to steer them appropriately. The assistant can also activate service features from within the switchboard environment, such as call transfer, call park and so on. In this case, the Gintel solution offers a powerful desktop application, a mobile application or a web-based portal, giving flexibility to the operator.

While there are numerous other features that can be enjoyed by enterprise and SME users, these core functions are the primary ways in which users can be reached – via main numbers and direct numbers and are at the heart of any successful inbound call management service.

Inbound call management is a key component of any enterprise product portfolio and should be considered complementary to any Virtual PaBX, call recording or conferencing offers. Why not find out how we can help you launch proven services for enterprise and SME customers?

Why Does Inbound Call Management Matter?

Posted by Gintel on 20/05/2013 None comments

We recently wrote about key requirements for inbound call management platforms, but it’s also worth exploring the value of such solutions from a business perspective. Why do inbound call services matter and what benefits do they offer?

Well, let’s start with the obvious. The purpose of an inbound call management system is to define destinations for enterprise numbers. There are essentially two kinds of numbers – the company main number and individual direct lines. That is, callers can dial a number and reach the company or they can dial a specific individual or group within the organisation.

This means that the solution needs to determine how incoming calls are routed in both cases. If someone calls the company main number, should the call be delivered to a receptionist, an attendant, an IVR or queuing system, or a combination of these? That’s down to the company, but it’s clear that the flexibility to be able to choose how calls are delivered and terminated offers valuable advantages.

The same applies to attempts to reach a specific extension. Should the call be delivered across devices, should it be routed to an alternative if it remains unanswered, and so on? What these choices add up to is the means by which an organisation avoids missing calls.

The inbound call management system maximises the opportunities for the caller to reach someone who can help or answer his or her requirements. In small organisations, this is particularly important. As there are fewer employees, there is more possibility that the designated recipient will be otherwise occupied: implementing an effective inbound call management service helps ensure that organisations don’t miss calls.

Another important benefit is the ability to customise routing to suit calendars, schedules and business hours. The desired destination for a call might be different during the weekend. Similarly, the receptionist or attendant might not be available after office hours. The ability to programme routing to fit into such patterns is simply an extension of the ability to make sure calls reach the right person, but no less important for all that. This flexibility helps companies present the right face to the outside world and is an essential part of the service.

Similarly, many organisations experience fluctuations in inbound calls – perhaps due to marketing programmes and activities, for example. Being able to flexibly manage call routing or change patterns to cope with busy periods is essential.

There are many benefits that inbound call management can offer to organisations of any size. But they all depend on the ability of the service provider to deliver flexibility. Organisations need to be able to configure calling options to suit their business and the lifestyles of their employees. Without such flexibility and options, inbound call management cannot deliver benefits – but with them, it can dramatically increase efficiency, productivity and customer satisfaction.

That’s why service providers trust Gintel. The flexibility of our solutions enables them to offer a wide range of services that can be configured by their users to give them exactly what they want. Organisations enjoy the benefits while the service provider builds a loyal customer base and develops competitive advantage in its market.

Why not talk to us and find out what we can offer and how we can help you do the same?

Reducing Service Risk

Posted by Gintel on 29/04/2013 None comments

When launching a new service, there is always an element of risk. Of course, many service providers are risk averse – but too much risk aversion leads to inertia and diminishes competitive effectiveness. It’s easy for competitive advantage to be eroded. The trick is to manage that risk and to ensure that it is fully accounted for, so that new services can be launched and competitive advantage maintained.

There are several approaches to this. One is to target services that have proven effective in other markets, to emulate these and launch in your own market ahead of competitors. This is a sensible approach and one that can lead to great rewards. Another is to emulate existing services in your own market with proven success – but to do so better and more effectively than your competitor.

We help our customers in both models: our success in delivering advanced services for business users in different markets means that we understand how to do it and can help our customers with the right approach. Because our solutions include customisation capabilities, it’s possible to rapidly achieve differentiation from competitive offers and to ensure that such differentiation is maintained through on-going service evolution.

Alternatives to this include adopting cloud-based offers, with no CAPEX requirements. Such an approach shortens time to market and shifts expenditure to OPEX models. At a time when CAPEX budgets are constrained, this can enable service providers to stay ahead of the game while protecting their overall financial goals.

Gintel can help you make the right decision, determining the best approach for your market and situation. Our flexible solutions enable service providers to get to market fast, to evolve and enhance their offers, and to do so with limited risk.

If you are thinking of targeting enterprise and SME customers, we can help remove the uncertainty from your service plans. Why not talk to us and see how our expertise, proven solutions and different deployment models can help you reduce risk and build new revenues, quickly?