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Covid-19:家庭将成为电信公司的下一个收入前沿

思科印度和南盟服务提供商业务董事总经理Anand Bhaskar说:“受消费者需求增加、政府支持电信服务为公民提供服务的努力以及新秩序下的业务的推动,电信服务提供商将在危机后推动增长。”

Anand Bhaskar
Anand Bhaskar 思科印度服务提供商董事总经理

The trends that are becoming the new normal such as hygiene, social distancing, etc., in turn, create new growth areas and new markets for service providers. India's economy is in the midst of tectonic cultural and economic shifts, and this is the time for telecom players to reduce dependence on consumer mobility revenue and focus on segments which were, until now, marginal contributors to their top and bottom lines.

The home will be central to many activities, at least for the foreseeable future<\/strong>

As people remain wary of crowded places and practice social distancing, they will work, learn, shop, and transact from their homes - a change that will be here to stay. As a result, fast, secure, and reliable home networks will become critical to every telco's go-to-market (GTM) strategy.

Homes will be the next frontier for service providers. In this promising ecosystem, telecom players will work to augment their revenue streams with a one-stop-shop solution with a bouquet of differentiated offerings for customers, bolstered by targeted marketing efforts, leading to enhanced ARPUs from this segment. Beyond the bandwidth speed and the increased size of data packs leading to higher consumption, telecom service providers will offer value-added services such as distribution and marketing of education solutions, entertainment and bundled productivity solutions for SOHO (small office, home office), work-from-home setups, and entrepreneurs. The increase in home consumers will lead to higher adoption of Vo-WiFi, which leverages Wi-Fi as an alternate means of providing voice connectivity to mobile customers and conserving precious spectrum.

However, all of this calls for significant attention to last-mile connectivity, be it fiber or fixed wireless access, apart from a holistic approach to the market segment, to deliver the best customer experience. Also, telecom service providers will be looking for an adequate return on the investments they make in ensuring this last-mile connectivity.

Digital is the new world order for small businesses<\/strong>

As a direct consequence of the mounting preference to stay home, virtual alternatives - contactless and home delivery of everything, webinars and online events, etc. \u2013 are becoming the norm. In this scenario, the millions of small businesses that form the bedrock of India's economy will be reimagining their portfolios to cater to the newly digital, diverse, and dispersed consumer.

To this end, they will need to reinvent their manufacturing, distribution, sales, and marketing processes, which will require comprehensive IT and communication packages that go beyond connectivity. For example, as consumers turn to virtual medical consultations, clinics and nursing homes will need to incorporate collaboration and security into their processes to maintain doctor-patient confidentiality, in addition to integrating their billing and patient management systems. Small retail stores, to gain customers' confidence, would need to start thinking \u2018contactless selling and service\u2019, while making the experience seamless and digitally resolving grievances at every touchpoint in the value chain.

Telecom service providers will once again play the role of 'aggregator' here, moving beyond fast and reliable connectivity to equip small businesses with a range of solutions for collaboration, security, billing, and cloud-based CRM solutions for demand generation from their partners.

Given that supply chains have disrupted and small businesses are faced with uncertain stocks and footfall, service providers will need to get creative and design business models to enable a 'pay per drink' model, leveraging the service providers' infrastructure of billing. This would allow MSMEs to customize their orders, and lead to an uptick in demand.

Disruptive innovation will drive the new normal for enterprises<\/strong>

Capitalizing on the \"new familiar\" will be in demand, and enterprises will accelerate the recalibration of their processes and business models, as we have seen and read over the last few weeks. This would mean reviewing their entire inventory of applications, infrastructure, policies and procedures to support distributed employees and clients. It would additionally give impetus to the migration of applications from on-premise data centers to the cloud, for providing an improved user experience at reduced costs.

Today, service providers rely primarily on the consumer mobility segment for three-quarters of their revenues, while enterprises make up the balance. Over the next few years, with all of the above changes becoming mainstream, the telecom service providers revenues are expected to be split equally between consumers and business (SMBs and enterprises).

This provides telecom service providers to evolve into network and security providers. To allow bandwidth optimization, secure connectivity and managed network & security services, telecom service providers will host and manage several technologies, such as SD-WAN, VPN, Collaboration, Multi-Factor Authentication, and end-to-end Network & Security Operations (SecOps) services.

The way forward for service providers.<\/strong>

These emerging trends are affecting how people and organizations work, connect, and create, generating several prospects for service providers. However, they come with their own challenges, be it the need to improve backend infrastructure, or embrace technology swiftly, and develop new skill sets. They must also work to enhance the digital customer experience, while leveraging new avenues of growth to continue innovating at scale.

The current crisis reinforces the status of telecom and ICT as essential infrastructure. Telecom service providers will be instrumental in driving growth after the crisis, propelled by increased consumer demand, the government's efforts in supporting telecom services to provide services for citizens, and business in the new order. They will continue to leverage newer technologies like 5G, fiber, and Wi-Fi to support this while delivering adequate return for their shareholders. In the longer term, this may amplify and accelerate the optimization of existing operations through digitalization, automation, and simplification.

Therefore, service providers must shift their focus to what needs to be done to enable these new business models, which I will be discussing in my next article.

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当我们继续通过保持社交距离和远程联系与大流行作斗争时电信正如我在上一篇文章中概述的那样,服务提供商变得比以往任何时候都更加关键。从为作战室供电,支持医疗保健工作,到为数百万员工、学生、农民和小企业主提供最后一英里的连接,服务提供商正在推动一个无处不在的连接时代,并帮助“新常态”的到来。

卫生、保持社交距离等正在成为新常态的趋势,反过来又为服务提供商创造了新的增长领域和新市场。印度经济正处于结构性的文化和经济转变之中,电信公司是时候减少对消费者移动收入的依赖,专注于迄今为止对其收入和利润贡献很小的领域。

家将是许多活动的中心,至少在可预见的未来是这样

由于人们对拥挤的场所保持警惕,并保持社交距离,他们将在家中工作、学习、购物和交易——这一变化将持续下去。因此,快速、安全、可靠的家庭网络将成为每个家庭的关键电信“进入市场”(GTM)战略。

家庭将是服务提供商的下一个前沿领域。在这个充满希望的生态系统中,电信公司将努力通过一站式解决方案来增加他们的收入流,为客户提供一系列差异化的产品,并辅以针对性的营销努力,从而提高这一细分市场的arpu。超出了带宽电信服务提供商将提供增值服务,如教育解决方案的分销和营销,娱乐和捆绑的生产力解决方案,为SOHO(小型办公室,家庭办公室),在家工作的设置和企业家。家庭消费者的增加将导致更多地采用Vo-WiFi,它利用Wi-Fi作为为移动客户提供语音连接的替代手段,并节省宝贵的频谱。

然而,所有这一切都要求高度重视最后一英里的连接,无论是光纤还是固定无线接入,除了对细分市场的整体方法之外,还要提供最佳的客户体验。此外,电信服务提供商将在确保这最后一英里连接的投资上寻求足够的回报。

数字化是小企业的新世界秩序

越来越多的人倾向于待在家里,这直接导致了虚拟替代品——所有东西的非接触式和在家交付、网络研讨会和在线活动等——正在成为常态。在这种情况下,构成印度经济基石的数百万小企业将重新规划他们的投资组合,以迎合新的数字化、多样化和分散的消费者。

为此,他们需要重塑自己的制造、分销、销售和营销流程,这将需要全面的IT和通信包,而不仅仅是连接。例如,随着消费者转向虚拟医疗咨询,诊所和疗养院除了集成其计费和患者管理系统外,还需要将协作和安全纳入其流程,以保持医患保密。为了获得顾客的信任,小型零售商店需要开始考虑“非接触式销售和服务”,同时让体验无缝衔接,并在价值链的每个接触点通过数字化解决不满。

电信服务提供商将再次扮演“聚合者”的角色,超越快速可靠的连接,为小型企业提供一系列解决方案,包括协作、安全、计费和基于云的CRM解决方案,以满足合作伙伴的需求。

鉴于供应链已经中断,小企业面临着不确定的库存和客流量,服务提供商将需要创新和设计商业模式,以实现“按杯付费”模式,利用服务提供商的计费基础设施。这将允许中小微企业定制他们的订单,并导致需求上升。

颠覆性创新将成为企业发展的新常态

正如我们在过去几周所看到和读到的那样,利用“新的熟悉”将成为需求,企业将加速重新校准他们的流程和业务模式。这意味着要审查他们所有的应用程序、基础设施、策略和过程,以支持分布式员工和客户。此外,它还将推动应用程序从内部数据中心迁移到云端,以降低成本提供更好的用户体验。

如今,服务提供商四分之三的收入主要来自消费者移动业务,其余部分则来自企业业务。在接下来的几年里,随着上述所有变化成为主流,电信服务提供商的收入预计将在消费者和企业(中小企业和企业)之间平均分配。

这使得电信服务提供商向网络和安全提供商发展。为了实现带宽优化、安全连接和托管网络和安全服务,电信服务提供商将托管和管理几种技术,如SD-WAN、VPN协作、多因素身份验证以及端到端网络与安全操作(SecOps)服务。

服务提供商的未来之路。

这些新兴趋势正在影响人们和组织的工作、联系和创造方式,为服务提供商带来了多种前景。然而,他们也面临着自己的挑战,无论是需要改进后端基础设施,还是快速拥抱技术,以及开发新的技能集。他们还必须努力提高数字客户体验,同时利用新的增长渠道继续大规模创新。

当前的危机加强了电信和电信行业的地位信息通信技术作为重要的基础设施。由于消费者需求的增加,政府在支持电信服务为市民提供服务方面的努力,以及新秩序下的商业,电信服务提供商将在危机后推动增长。他们将继续利用5G、光纤和Wi-Fi等新技术来支持这一点,同时为股东带来足够的回报。从长远来看,这可能会通过数字化、自动化和简化来放大和加速现有业务的优化。

因此,服务提供商必须将注意力转移到需要做些什么来实现这些新的业务模型上,我将在下一篇文章中讨论这个问题。

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The trends that are becoming the new normal such as hygiene, social distancing, etc., in turn, create new growth areas and new markets for service providers. India's economy is in the midst of tectonic cultural and economic shifts, and this is the time for telecom players to reduce dependence on consumer mobility revenue and focus on segments which were, until now, marginal contributors to their top and bottom lines.

The home will be central to many activities, at least for the foreseeable future<\/strong>

As people remain wary of crowded places and practice social distancing, they will work, learn, shop, and transact from their homes - a change that will be here to stay. As a result, fast, secure, and reliable home networks will become critical to every telco's go-to-market (GTM) strategy.

Homes will be the next frontier for service providers. In this promising ecosystem, telecom players will work to augment their revenue streams with a one-stop-shop solution with a bouquet of differentiated offerings for customers, bolstered by targeted marketing efforts, leading to enhanced ARPUs from this segment. Beyond the bandwidth speed and the increased size of data packs leading to higher consumption, telecom service providers will offer value-added services such as distribution and marketing of education solutions, entertainment and bundled productivity solutions for SOHO (small office, home office), work-from-home setups, and entrepreneurs. The increase in home consumers will lead to higher adoption of Vo-WiFi, which leverages Wi-Fi as an alternate means of providing voice connectivity to mobile customers and conserving precious spectrum.

However, all of this calls for significant attention to last-mile connectivity, be it fiber or fixed wireless access, apart from a holistic approach to the market segment, to deliver the best customer experience. Also, telecom service providers will be looking for an adequate return on the investments they make in ensuring this last-mile connectivity.

Digital is the new world order for small businesses<\/strong>

As a direct consequence of the mounting preference to stay home, virtual alternatives - contactless and home delivery of everything, webinars and online events, etc. \u2013 are becoming the norm. In this scenario, the millions of small businesses that form the bedrock of India's economy will be reimagining their portfolios to cater to the newly digital, diverse, and dispersed consumer.

To this end, they will need to reinvent their manufacturing, distribution, sales, and marketing processes, which will require comprehensive IT and communication packages that go beyond connectivity. For example, as consumers turn to virtual medical consultations, clinics and nursing homes will need to incorporate collaboration and security into their processes to maintain doctor-patient confidentiality, in addition to integrating their billing and patient management systems. Small retail stores, to gain customers' confidence, would need to start thinking \u2018contactless selling and service\u2019, while making the experience seamless and digitally resolving grievances at every touchpoint in the value chain.

Telecom service providers will once again play the role of 'aggregator' here, moving beyond fast and reliable connectivity to equip small businesses with a range of solutions for collaboration, security, billing, and cloud-based CRM solutions for demand generation from their partners.

Given that supply chains have disrupted and small businesses are faced with uncertain stocks and footfall, service providers will need to get creative and design business models to enable a 'pay per drink' model, leveraging the service providers' infrastructure of billing. This would allow MSMEs to customize their orders, and lead to an uptick in demand.

Disruptive innovation will drive the new normal for enterprises<\/strong>

Capitalizing on the \"new familiar\" will be in demand, and enterprises will accelerate the recalibration of their processes and business models, as we have seen and read over the last few weeks. This would mean reviewing their entire inventory of applications, infrastructure, policies and procedures to support distributed employees and clients. It would additionally give impetus to the migration of applications from on-premise data centers to the cloud, for providing an improved user experience at reduced costs.

Today, service providers rely primarily on the consumer mobility segment for three-quarters of their revenues, while enterprises make up the balance. Over the next few years, with all of the above changes becoming mainstream, the telecom service providers revenues are expected to be split equally between consumers and business (SMBs and enterprises).

This provides telecom service providers to evolve into network and security providers. To allow bandwidth optimization, secure connectivity and managed network & security services, telecom service providers will host and manage several technologies, such as SD-WAN, VPN, Collaboration, Multi-Factor Authentication, and end-to-end Network & Security Operations (SecOps) services.

The way forward for service providers.<\/strong>

These emerging trends are affecting how people and organizations work, connect, and create, generating several prospects for service providers. However, they come with their own challenges, be it the need to improve backend infrastructure, or embrace technology swiftly, and develop new skill sets. They must also work to enhance the digital customer experience, while leveraging new avenues of growth to continue innovating at scale.

The current crisis reinforces the status of telecom and ICT as essential infrastructure. Telecom service providers will be instrumental in driving growth after the crisis, propelled by increased consumer demand, the government's efforts in supporting telecom services to provide services for citizens, and business in the new order. They will continue to leverage newer technologies like 5G, fiber, and Wi-Fi to support this while delivering adequate return for their shareholders. In the longer term, this may amplify and accelerate the optimization of existing operations through digitalization, automation, and simplification.

Therefore, service providers must shift their focus to what needs to be done to enable these new business models, which I will be discussing in my next article.

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