Contact Center as a Service Market Sizing

Transcription

1 Conac Cener as a Service Marke Sizing Robus growh in Norh America and Europe esp. in UK Norh America Inernaional n ~6.5m agens n ~8m agens Germany, Japan, China and Philippines are showing srong ineres in cloud-based infrasrucure soluions ~$7-0bn ~$8-2bn Flexibiliy, scalabiliy and cos advanage driving adopion CCaaS represens a $5-22bn opporuniy globally Source: Five9, TalkDesk, inconac, DMG Consuling (Cloud-Based Conac Cener Infrasrucure Marke Repor Ocober 205) Based on $99 per monh per user pricing for TalkDesk Enerprise, inconac (Implied pricing of $86 per monh per user) and Five9 (Implied pricing of $25 per monh per user) esimaes

2 Conac Cener as a Service Key Trends Under Peneraion Srong Momenum Cloud Infrasrucure Peneraion (%) 5x Cloud Infrasrucure Seas (mm) Up 50% Highlighs n Worldwide adopion of cloud-based conac cener infrasrucure has risen from 2.2% in 2008 o.% in 205 n New cloud enabled seas are coming from replacemens of on-premise soluions and firs ime users araced by low sar-up coss n Cloud based conac cener infrasrucure seas o grow by 25% in 206 and 20% in n Revenues would grow faser han sea coun as breadh and peneraion of cloud soluions increases High Cusomer Saisfacion Saisfied Cusomers (% of oal) n 205 saw grea improvemens in sysem availabiliy and reliabiliy demonsraing leading players abiliy o deliver reliable soluions Under peneraion, srong momenum and high cusomer saisfacion augur well for secular shif owards cloud offerings Source: DMG Consuling (Cloud-Based Conac Cener Infrasrucure Marke Repor Ocober 205) As of Augus 205

3 Conac Cener as a Service Overview (/2) SMB Mid Marke Enerprise Overview n Less han 50 seas n 50-,000 seas n More han,000 seas Agens (%) Agens (%) Agens2 (%) Size businesses (%) businesses (%) Opporuniy3 n $7.5-.0bn n $5.-7.5bn n $ bn Key Consideraions n Quick deploymen n Zero capial invesmen n Scalabiliy n Technology refresh n Adopion of cloud CRM n Cos savings SMB and Mid Marke (Upo,000 seas) represen ~85% of he overall opporuniy. However, Mid Marke and Enerprise segmens offer an opporuniy for needle moving large cusomer wins making hem aracive arges o service providers Source: Five9, 8x8, inconac inconac Invesor Presenaion - 50% of agens & 95% of he world s conac ceners are <50 seas 2 ConacBabel Esimaes for seas in more han,000 seas operaions for US 3 Based on proporion of number of agens o indusry size

4 Conac Cener as a Service Overview (2/2) SMB Mid Marke Enerprise Sales Cycle n Quick wins n Organic deals n Direc access o he decision maker n Quick closing -2 weeks n Across he organizaion roll-ou n Long gesaion period n Channel parners are key n Muliple decision makers n Long sales cycle Upo 6 monhs n Pilo projecs a he beginning across a small fooprin Cusomer Acquisiion Churn Economics n Inerne n Phone n High (Upo 0%) n Shorer lifeimes Also impaced by naural cusomer ariion (business closures) n Monhly paymens n Shor erm conracs n Less aracive RoI n Relaionship based n Oubound calls + In-person meeings n Muliple meeings / Could involve RFPs or Bake-offs n Low single digis2 n Lifeime of 8-0 years3 n Annual prepaymens2 n Long erm conracs n Superior RoI In addiion, Mid Marke and Enerprise segmens offer superior growh prospecs and economics compared o SMB cliens hough hey have longer sales cycles Source: Five9, 8x8, inconac, RingCenral Five9 and RingCenral 205 earnings 2 Five9 205 earnings 3 8x8 Presenaion (Needham Growh Conference 2-Jan-6)

5 Source: Fronline Parners, CoSar Naional Indusrial, Reail and Office Marke Repors (204,205) Includes Power Cener, Shopping Cener and Specialy Ceners 2 Class C (Office) and General (Reail) excluded from addressable opporuniy due o small building size and hence, lesser enans 3 Based on $,068 Highower subscripion (Landlord Rep.) and VTS average subscripion of $2,000 ($2,500 for Office, $,500 each for Indusrial/Reail and mix of 50:50 for Office : Indusrial/Reail) Marke Opporuniy CRE Leasing Managemen Sofware Leasing Managemen Sofware Spend Conservaive Esimae (2/3) Overview Addressable Opporuniy2 Class A n 7,090 n 9,20 Class A n 7,090 n 9,20 Office Class B n 93,4 n 25,206 Class B n 93,4 n 25, ,483 Class C n 293,448 n 7,952 Toal n 20,204 n 38,695 Toal n 503,652 n 20,783 Subscripion3 Reail General n 873,99 n 7,97 Mall n,353 n 807,386 Specialy n 96,40 n 54,025 Mall n,353 n 807,386 Specialy n 96,40 n 54,025 Toal n 97,493 n 64,480 $.5k Toal n 97,484 n 2,946 Opporuniy Size Indusrial Flex n 90,389 n 25,00 Warehous e n 532,757 n 35,433 Flex n 90,389 n 25,00 Warehous e n 532,757 n 35,433 $.4bn Toal n 623,46 n 33,934 Toal n 623,46 n 33,934 Based on ~0.9m CRE buildings as an addressable opporuniy and $,500 annual subscripion, Leasing Managemen Sofware could be a ~$.4bn opporuniy