Vodafone UK - Collaboration and Communication

Vodafone UK - Collaboration and Communication
Barton, Gary
January 30, 2015
Product Assessment - Collaboration and Communications (UK)

Summary

 Competitive Strengths
     • Vodafone has a strong presence in the UK public sector market.

     • The mobile flavour of Vodafone’s UC solutions gives it a differentiator from other
     providers.

     • Vodafone offers an arguably market-leading collaboration and communications portfolio
     for the UK public sector.

     • Vodafone One Net offers a cost-effective, managed single-number solution.

     • Vodafone has a competitive range of hosted and CPE contact centre services.

 Competitive Weaknesses
     • Vodafone reports fewer UK reference customer wins for managed voice and UC than
     rivals such as BT and VMB.

     • Vodafone's mobile application portfolio is less well developed than perhaps it should be.

 Current Perspective

Current Perspective
   VERY STRONG
    Vodafone UK offers a very strong IP telephony (IPT) and unified communications (UC)
    portfolio, offering hosted Cisco and Microsoft platforms, significant legacy/on-premises
    capabilities and a native IP Centrex-style hosted voice solution designed for SMEs
    alongside a strong FMC flavour born of Vodafone’s capabilities as a mobile network
    operator.
    Vodafone One Net Enterprise represents Vodafone’s primary communications and
    collaboration solution, targeting a wide range of customers from MNCs to UK enterprises
    with approximately 400+ endpoints. One Net Enterprise is now available in two variants:
    Vodafone One Net Cisco (VONE-C), based on Cisco HCS; and Vodafone One Net Microsoft
    (VONE-M), a hosted Microsoft Lync and Exchange version of the service. However, the
    two services are not exclusive and, for example, Microsoft UC services can be layered
    over Cisco-based voice. Specifically in the UK, Vodafone One Net Enterprise offers are
    enhanced with additional options including CPE and/or private cloud solutions based on
    Avaya, Cisco, Microsoft, ShoreTel, Mitel and Unify. The company is able to deliver PBX
    virtualisation across multiple sites supporting one dial plan, free inter-site calling and one
    management portal. Vodafone offers a range of proprietary SIP trunking solutions,
    although the provider is also still able to work with partners such as Gamma. It operates
    an integrated service desk for its UK Vodafone One Net Enterprise cloud offering that will
    be a standard going forward. The company also claims to have reduced service delivery
    times by 50% over the last 12 months for Vodafone One Net Enterprise.
    For the UK mid-market and SMEs, Vodafone offers two versions of One Net. One Net
    Express is primarily an FMC solution, offering mobile voice, data and SMS combined with
    geographic ‘fixed’ numbers that dial through to a mobile device as part of a broader
    strategy aimed at moving enterprises towards a more mobile-oriented working
    environment. One Net Business offers a more traditional hosted IP voice solution on a
    multi-tenanted platform model including FMC capabilities and full PBX functionality
    delivered to mobile devices as well as fixed phones. Vodafone UK also offers SMEs a
    solution called Storm Communications Integration. This addresses the 30-100 agents
    space, as well as customers with complex contact centre integration and bulk SMS and e-
    mail messaging requirements. Vodafone will launch Vodafone Contact Centre, a Cisco
    HCS-based hosted proposition for medium-to-large enterprises and MNCs, in 2015.

Strengths and Weaknesses

 Strengths                                          Weaknesses
    • Vodafone has a strong presence in                 • Vodafone reports fewer reference
    the UK public sector market, counting a             customer wins for managed voice and
    huge number of local authorities, NHS               UC than rivals such as BT and VMB.
    trusts and police forces as customers               The company also seems to win fewer
    for its mobility services. This puts                customers in the mid-market space
    Vodafone in a strong position to cross-             between large MNCs and SMEs. This
    sell in this sector, particularly following         suggests that Vodafone has not quite
    the CWW acquisition. Reference                      hit mark yet for its go-to-market
    customers include NHS Mail, Southend                strategy for this important section of
    Borough Council and NHS Direct. Local               the UK market. A number of
    authorities and the healthcare industry             Vodafone’s historic reference customers

are likely to be key markets for UC         are those acquired from CWW.
services as they seek to adopt better
mobile and remote working practices.        • Vodafone's mobile application
                                            portfolio is less well developed than
• The mobile flavour of Vodafone’s UC       perhaps it should be (e.g., around
solutions gives it a differentiator from    enablement of mobile enterprise
other managed/hosted IP PBX                 applications through a hosted
providers targeting the enterprise          middleware platform). Vodafone is also
sector. Vodafone’s FMC capabilities are     less innovative than rivals such as BT
built into its core mobile network,         and O2 in the BYOD sphere, despite its
rather than being an overlay, which         mobility strengths.
enhances functionality and
interoperability: e.g., Vodafone can
transfer calls from any Vodafone
mobile handset to any fixed or mobile
or Jabber client, short code dialling and
presence information is available from
any mobile device, and the Outbound
CLI can be manipulated to show fixed
or mobile numbers from any device.

• Vodafone boasts arguably market-
leading public sector experience for
communication and collaboration
services. Vodafone is the clear number
one for mobile voice services in the UK
public sector. On the fixed side,
Vodafone has gained IL2 and IL3
accreditations for SIP-based voice and
video services – accreditation that has
already led to significant contract wins.
Vodafone’s UK Cisco HCS proposition is
hosted at data centres in Leeds and
Swindon. It has been designed with the
public sector in mind and is well on the
way to achieving PSN accreditation.

• Vodafone One Net offers one of the
best packaged single-number solutions
for SMEs. Microsoft Lync-based click-
to-call functionality has been added
and a Google Apps version of the
service will be launched during 2015.

• Vodafone has a competitive range of
contact centre services based on
Avaya, Cisco, Genesys and Mitel.
Vodafone can deploy solutions that
support instant messaging as well as
inbound and outbound call services,

interconnectivity between multiple
      contact centres and integration with a
      customer's CRM software.

Metrics

 Carrier Hosted Solutions
   Rating:             Very Strong
   Service(s)          Vodafone One Net Enterprise;
   Name:               Vodafone One Net Business
   Geographic          Vodafone One Net Enterprise: UK,
   Reach:              Germany, Ireland, Netherlands, Spain,
                       Italy, Czech Republic, Hungary, France,
                       Belgium, Switzerland, Poland, Austria,
                       Sweden, Norway, Denmark, Finland,
                       Portugal, Romania, Turkey
                       Vodafone One Net Business: UK,
                       Germany, Portugal, Italy, Spain,
                       Netherlands and Czech Republic
   Platform:           Vodafone One Net Enterprise: Cisco
                       HCS with FMC integration with
                       Vodafone Mobile
                       Vodafone One Net Business: Vodafone
                       proprietary, supported by Ericsson,
                       Alcatel-Lucent and CelFocus
   Hosting             Vodafone Datacentres
   model
   Access              IP VPN is not required for access to
   Options:            Vodafone data centres. However, a tail
                       may be required for call control.
                       Other trunk options are: SIP Trunking -
                       fully resilient and geographically
                       redundant, Ethernet, DSL, Mobile
                       (GPRS, 3G, 4G), PSTN, ISDN30e
                       IP VPN, Mobile
   Non-recurring       CapEx model: customer-financed
   charge              hardware and install; support OpEx
                       Partial OpEx model: customer-financed
                       hardware; ALL install and support
                       services per port

Full OpEx: hardware, install and
                 support all funded per port, per month;
                 fully financed by Vodafone (not
                 external financing company)
                 SIP trunk no longer compulsory
                 Yes - for handsets, etc.
 Monthly         Vodafone One Net Enterprise = Full
 recurring       OpEx (see above)
 charge
 Handsets        Yes
 included
 Typical         Three to five years
 contract
 length
 Service         99.997
 availability
 SLA
 Voice quality   N/A
 SLA (MOS
 score)
 Underlying      N/A
 transport SLA

Managed Premise-based Solutions
 Rating:         Very Strong
 Service(s)      Enterprise Telephony, Vodafone One
 Name:           Net Enterprise
 Geographic      Partnering enables capability in over
 Reach:          190 countries.
 PBX             Avaya, Cisco (both services); Microsoft
 Vendor(s):      Lync, Mitel, ShoreTel (Enterprise
                 Telephony only)
 Access          Vodafone SIP Trunk (Vodafone One Net
 Options:        Enterprise only); Gamma SIP trunking,
                 ISDN (both services)
 Model           N/A
 Non-recurring   Enterprise Telephony: charges for

Charge:         hardware, licenses, software,
                 professional services and management.
                 Options for buying or leasing, CapEx or
                 OpEx models.
 Monthly         Vodafone One Net Enterprise: charges
 Recurring       for hardware, licenses, software,
 Charge          professional services and management.
                 Options for buying or leasing, CapEx or
                 OpEx. Also includes compulsory SIP
                 trunk element with installation and
                 rental, plus a combined bundle for
                 fixed and mobile usage.
 Buying          N/A
 and/or
 leasing
 options for
 CPE
 Handsets        Yes
 included
 Per Seat        Per-seat pricing not available for either
 Pricing         model
 Typical         Three years
 Contract
 Length
 Service         Dependent on level of and design of
 availability    service management solution
 SLA
 Voice quality   N/A
 SLA (MOS
 score)
 Underlying      N/A
 transport SLA

UC Services
 Rating:         Very Strong
 Audio           Yes - Intercall
 Conferencing:
 Web             Yes - WebEx
 Conferencing:

Video              Yes, Cisco & Polycom. Full managed
 Conferencing       service with VNOC provided through
 (including         close partner relationship with BCS
 Telepresence):     Global.
 Geographic         VC bridging locations are in Toronto,
 Regions of         New York, London and Shanghai via
 Bridging           BCS Global.
 Exchanges
 Video              VC soft clients officially supported are
 Software           Polycom RealPresence Mobile and
 Clients            Desktop; BCS can offer Vidyo and it
 Supported          has occasionally sold this, although
                    only as a customer special.
 Managed            Immersive telepresence is Polycom-
 Telepresence       only at this stage unless Vodafone
                    manages a customer’s own
                    infrastructure; BCS has no CUCM in its
                    cloud.
 IM, Email and      Yes, Avaya Flare and One-X, Cisco
 Desktop            Jabber, MS Lync
 Integration:
 Softphone          Yes
 support:
 IP Contact         Cisco: Dedicated hosted, CoLo and on-
 Center:            premises
                    Avaya: CoLo, dedicated hosted and on-
                    premises
                    Genesys: Dedicated hosted, CoLo, on-
                    premises
                    Mitel: On-premises
 Mobile           Yes, Vodafone proprietary solutions
 Integration/FMC: integrated with leading vendors such as
                  Avaya and Cisco.

IPT and UC Sales and Service Delivery
 Rating:            Very Strong
 Sales              Strong public sector, large enterprise
 Strategy:          as well as mid-market reach. This is
                    based on integration of CWW

acquisition and existing organic growth.
                                      Credible and experienced supplier of
                                      CPE PBX services to small and large
                                      businesses; One Net Express/Business
                                      is a quality FMC IP Centrex solution
                                      with unique integrated mobile services.
                                      Hosted UC with FMC integration
                                      through Global Enterprise arm.
        UC                            Complete pre-sales design and
        Professional                  consultancy services with consultants
        Services:                     dedicated to large CPE PBX/UC.
        Type of                       Avaya Platinum, Cisco Gold, Polycom
        Partner                       Platinum, Microsoft Gold, Cisco MSCP
        Status
        Achieved:
        UC Delivery                   300+ Cisco, 100+ Avaya
        Capabilities:

  This report is tagged to the following vendor(s):
  Vodafone

  This report is tagged to the following content areas:
  Service: Enterprise IT and Services , Business Network and IT Services
  Market: Collaboration Technology and Services , Business Network and IT Services - Europe
  Region

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