Google Vs Skype: IP Telephony Battle Begins Author: Ms...
Transcript of Google Vs Skype: IP Telephony Battle Begins Author: Ms...
Google Vs Skype: IP Telephony Battle Begins
Author: Ms. Sushuma G
Abstract: Voice over Internet Protocol (VOIP) or Internet Protocol Telephony (IP
Telephony) had become a common means of communication. Availability of low cost
VOIP services had driven the extensive use of these services for worldwide
communication. The global VOIP market was estimated to reach $3.3 billion in 2010.
Since the start of 21st century, IP telephony had gained ground and was accepted by the
service providers, businesses and consumers. It had become the future of voice
communications. Globally large and small operators and service providers were converting
their networks for a successful migration to VOIP. It had been estimated that VOIP
subscribers would be around 200 million by 2012 globally. VOIP had been transforming
the telecommunication industry and stimulated tough competition. In addition, rise of
mobile telephony was a big challenge for the operators. They had been tuning their
business models to be in line with the market needs.
Google Inc, Internet search giant, had offered email services through Gmail since 2004.
Gmail attracted more users through enhanced services such as instant messaging in 2006.
Later it had provided voice and video chat facilities to its users. Over the years, Gmail had
become the third largest email site and had 186 million users a month in 2010. Google had
decided to penetrate into the mobile telephony market as Smart phones were expected to
dominate the internet search market in the future. Hence it had launched PC–To– Phone
calling service in 2010 as an extension of its Gmail. Skype, another leading internet
Communications Company had been offering similar service and was a dominant player in
the IP telephony market. In such a scenario, the case study analyses the IP telephony
market, Google and Skype‟s market strengths and whether Google would succeed in its
venture.
Pedagogical Objectives
The case study helps to understand and analyse: Global Market Trends in Voice over
Internet Protocol Google‟s Growth over the years Skype Growth in IP Telephony
services Google‟s PC to Phone services.
Case Study
Technological advancements in the 20th century had revolutionised the communication
globally. It had modified the way people were connected across the globe and how
information was transmitted and exchanged. Voice over Internet Protocol (VOIP) services
provided enhanced telephony features compared to standard telephony service and were
also cost effective. Through VOIP or Internet Protocol Telephony (IP Telephony) services
people across the globe could connect through a personal computer or a laptop and a
broadband network. With the increased use of broadband network since the late 20th
century, IP telephony had been gaining ground and became vital for many business
strategies both in the developed and the developing countries. International VOIP traffic
was around 400 billion minutes in 2008. As it was a threat to the traditional telephony
services, VOIP services was legally permitted in 46 countries and was implemented in 57
countries without legislation in 2004. In a span of five years (2009) the number of countries
permitting VOIP services was 92 and in addition 39 countries had tolerated it. It was
estimated that revenue from VOIP services would amount to $9.7 billion in 2010. Wider
acceptance of VOIP services among business, service providers and consumers had brought
in many players into the VOIP market spurring intense competition. Growth of VOIP
indicated that it would revolutionise the telecommunication industry.
Google, known for its fastest search engine was incorporated in 1996 in California with an
aim to organise world‟s information and make it universally available. With a simple home
page and innovative technologies Google increased its site traffic. By the end of 2000,
Google had handled 100 million queries in a day and by 2004 it became the most popular
and highly visited site on the World Wide Web.6 While it stabilised its core business –
search engine, Google launched its free web based mail service Gmail in early 2004. Gmail
provided the users 1 gigabyte space to store their messages and had enhanced features such
as archive, search within the email and effective spam filtering. In 2005, Google extended
its mailing services and provided instant messaging and IP telephony service to its users.
Apart from sending messages, it facilitated users to share data and video files and also
provided voice chat services. However calls to regular phones were not provided then.
Gmail was well received by the users and became the fourth popular email service in 2008.
As Smartphone was expected to dominate the internet search market in the future, Google
had also wanted to venture the mobile telephony market. Hence in 2010 it launched the PC-
to – Phone calling service as an extension of its voice chat in Gmail. However, such
services were offered by many players in the market. Skype, the world‟s largest long
distance phone company, had been a dominant player in IP telephony market since its
inception in 2003. Skype with its low cost IP telephony service had attracted around 560
million users worldwide and had reported revenue of $406.2 million.11 In such a scenario,
the case study analyses whether Google‟s Phone calling service would attract users and
succeed amidst tough competition.
Voice over Internet Protocol Services: An Overview
Telephony had been the main source of communication for years. With the advent of
Internet and innovative technologies, traditional telephony had been changing and IP
telephony had started to gain market. IP telephony or VOIP refers to the transmission of a
voice message using Internet Protocol (IP). IP telephony reduces the communication cost
and provides many communication options. VOIP had a dominant role in providing cheap
form of communication to the world. VOIP had enabled users to get connected to users on
landline phones, mobile phones and computers. People can make long distance or
international calls at a very low rate or free. Using this technology, people can share
pictures, text messages and video data while on a call. VOIP services had been used for
both business and personal needs. This technology had facilitated low cost connectivity
globally.
VOIP noted as „disruptive technology‟ had been transforming the telecommunication
industry in the 21st century. Though VOIP market had initial problems such as loss of data
and poor quality service, over the years service providers, consumers and to
TeleGeography, Washington-based increased from 0.2% in 1998 to 13% increased to 23%
in 2007.
Business have accepted VOIP and it had gained market. According international research
firm, VOIP‟s share of international traffic had of global telephone traffic in 2003 (Exhibit
I). This further had The success of VOIP was mainly due to two factors - cost and market
liberalisation. Worldwide people were attracted towards VOIP systems to reduce their
telephone costs. It had been estimated that telephone charges would reduce by around 30%
to 50% through use of VOIP / IP telephony. Nermertes Research18 had estimated that use
of VOIP services would reduce the operating costs by 21%. However, initial investment
such as cost of equipment, network upgradation might lower the return on investment.
Apart from operating costs, mobility was another factor which made VOIP more attractive.
As calls were routed over the same network which ran business applications and data, inter
communication among employees in an organisation became easier, allowed flexible
working arrangements and people on travel could communicate with their office without
any additional costs. VOIP users also had the advantage of unified messaging which
facilitated people to manage their voice, e mail and fax messages in one location. Peter
Carbone of Nortel had opined that, “It (VOIP) completely decouples us from location – my
office is wherever I happen to be.” As new technologies evolved many users worldwide
had adopted VOIP technologies to communicate across the globe.
VOIP adoption was linked with market liberalisation. Initially many countries were not
receptive for the use of VOIP. In 2004, VOIP was legalised in 46 countries and was
tolerated in 57 countries. As VOIP services gained ground and the operators saw broadband
as the future direction of modern communication, adoption of VOIP also increased. In mid
2009, VOIP was legalised in 92 countries and 39 countries had tolerated. The number of
countries that banned VOIP had declined to 49 in 2009. (Exhibit II). Increased
liberalisation of the use of VOIP indicated that number of VOIP users worldwide also had
increased. iDate projected that 175 million VOIP subscribers would be present in 2009
amounting to 10% of mainline subscribers. Another firm Point Topic had indicated that
Western Europe had the largest number of VOIP subscribers followed by North America
and Asia Pacific (Exhibit III). Service provider VOIP equipment revenue had also
accelerated worldwide with the increased use of VOIP services. During the third quarter of
2009, Infonetics Research estimated their revenue at $595 million. Diana Myers, analyst for
VOIP at Infonetics Research had indicated that, due to the financial crisis in 2009, VOIP
revenue slowed down and high growth was expected in 2010. In the first half of 2010,
VOIP service revenue worldwide was $22.6 billion as a result of growth in business and
residential services across the globe. The number of residential subscribers were 145.4
million in first half of 2010. Regions such as Africa and South East Asia had also showed
signs of growth in this period.
Along with increased use of VOIP / IP telephony service, the number of players in the
VOIP market had also increased. Tough competition in the VOIP market had resulted in
price cut by the service providers. In addition VOIP service providers had been constantly
focusing on improvising their services and offer new features to attract users. IP telephony
coupled with unified messaging would drive the market to great heights. In addition VOIP
providers had predominantly followed prepaid model which relieved them from the risk of
payment defaults. According to new data from ABI Research, “Enterprises are ramping up
their investments in VOIP technologies, both on customer premises equipment and hosted
VOIP. The integrated unified communications (UC) suites market, which was adversely
affected by the economy, is also poised to see some consistent growth to reach revenues of
$4.8 billion by 2015.” Parminder Kaur Saini, Senior Research Analyst, ICT Practice, Frost
& Sullivan, South Asia & Middle East opined that, “We see good growth for VOIP in 2-3
years time. Factors like increase adoption of unified communication applications,
availability of required bandwidth and increased awareness levels will drive this market.”
VOIP had become an indispensable tool for business because of its cost effectiveness and
enhanced communication. The global VOIP was expected to be $3.3 billion in 2010.
Growth of VOIP had brought in many new players in the market and had also led cable,
modem, wireless and broadband service providers to compete directly with each other. Stiff
competition and entry of new players would bring in enhanced services and also attract
huge domestic and foreign investment.
Mobile VOIP had been gaining ground in the recent years. Market research firm, In-Stat
had predicted that mobile VOIP services revenue would be $32.2 billion from 278 million
registered users by 2013. However, now (2009-10) mobile VOIP had been used only by
few customers due to technical constraints. Availability of dual mode mobile devices had
been driving the users towards mobile VOIP over Wi-Fi to reduce their long distance
mobile calls. The rise of mobile telephony and VOIP had posed a challenge to the
worldwide operators. Operators had focused on changing their business models to suit the
latest trends and capitalise on new technologies.
Google‟s Growth Story
Google the world‟s largest and fastest search engine had a phenomenal growth since
inception. Google was started in 1996. (Annexure I). Its founders Larry Page and Sergey
Brin, two Ph.D. students from Stanford University had carried out a research project with a
mission to organise world‟s information and make it available universally. Initially they
had been developing a search engine called BlackRub. It was operated on the Stanford
servers. Within a year, the search engine was able to take more bandwidth. Subsequently it
was renamed as Google, a mathematical term for the number 1 followed by 100 zeros. The
name revealed their mission to organise infinite amount of data on the web. In 1998, when
Google operations reached international domains, the founders registered their company as
Google Inc. In the same year, they hired employees and it was recognised as one of the Top
100 websites of the year. Google‟s home page was made simple with lot of white space,
logo and a query box. When the user clicked the search button huge quantum of data was
available to the user in a very shot span. In 2000, Google had successfully indexed 1 billion
pages and thereby became the world‟s largest search engine. Google also offered searches
in several regional languages. By the end of 2000, Google had supported around 15
languages. Apart from search facility, Google had posted advertisements on its website
through programs such as Google AdWords and AdSense. Through AdWords program,
textual advertisements which were relevant to the user who was reading it were displayed.
Google charged the advertisers based on the number of times the ad was clicked. Google
AdSense allowed website publishers to display relevant Google advertisements related to
their content‟s page and earn money. This was a way to promote Google website and search
to their users. Over the years, Google advertisements became a major source of revenue for
the company (Exhibit IV).
Realising that Google search and advertisements would not sustain success for long,
Google had started to explore new products and services which were useful for advertisers
and publishers. In this regard Google resorted to several acquisitions and partnerships.
Though Google started to diversify in the early 21st century, its main focus was to provide
useful and relevant information to millions of users who used Google search. In this
connection, Google came across people complaining about free email services available
which were not user friendly and of poor quality. To facilitate email users, a Google
engineer wanted to develop a web based mail through which people could manage their
emails easily and have abundant space to store huge information. Google launched its free
search based webmail service – Gmail, to its users in 2004. Gmail had unique features like
huge storage space, speed and search technology. (Exhibit V). Gmail was quite different
from other applications and the full web page was not reloaded every time when the user
clicked. Users could easily search and sort their mails and manage them efficiently. Initially
the email service was offered to 1000 customers. Later it was extended to other users.
However to cut down spam, a restriction was placed on the new users. New users could
create a Gmail account only with an invite from the existing users. With efficient mail
archive, spam filtering, user friendly interface, linking related mails, Gmail became popular
and attracted many users.
Exhibit V Gmail - Key Features
Search: Gmail enabled people to quickly search every email they've ever sent or received.
Using keywords or advanced search features, Gmail users can find what they need, when
they need it.
␣␣ Storage: Google believed people should be able to hold onto their mail forever.
Hence it offered 1,000 megabytes (1 gigabyte) of free storage – more than 100 times what
most other free webmail services offered.
␣␣ Speed: Accessing mails was faster and more efficient by eliminating the need to file
messages into folders, and by automatically organizing individual emails into meaningful
"conversations" that show messages in the context of all the replies sent in response to
them.
Google webmail service lacked instant messaging or online chatting facilities. To expand
its business further, Google forayed into VOIP services and in August 2005, launched its
instant messaging service Google talk. It was a downloadable application which enabled
the users to send instant messages and voice chat from one computer to another. Google
Talk had a simple interface built upon open standards software and allowed to search
contacts easily. To use Google Talk, people need to have a Gmail account. Voice chat
required microphone and speakers on both ends. Calls to regular telephone were not
supported by Google Talk. Exchange of messages between two different operators was not
allowed. Google had revealed that they would try to integrate their instant messaging
services with other operators in the future.
After successful launch of Gmail and Google Talk, it had constantly worked upon
integrating chat facility to its email service. After a series of innovations and experiments,
Google launched its Gmail chat – a pop up chat window in February 2006. Gmail chat was
a simple design and opened within the browser. The status whether other users were online
was indicated. Another interesting feature of Gmail chat was the history maintained similar
to emails and could be viewed and searched anytime later. Subsequent to the launch,
Google had enhanced the chat functionalities in a phased manner (Exhibit VI).
With enhanced features and simple interface, Gmail had become popular and had 29.6
million unique monthly visitors in December 2008. Its competitors Yahoo61 and Hotmail
had 91.9 million and 43.5 million visitors respectively in the same period. Google to
popularise its free webmail service and increase its user base had constantly introduced new
features, tied up with its other products and was into marketing Gmail. Further in February
2009, a new feature – Multiple Inboxes, was added to Gmail. This feature allowed the user
to view their inbox in multiple panes. In addition to the standard inbox on the left, five
other inboxes can be viewed on the right which display search results in email, mails under
a specific label. Options were provided to view the multiple panes below the standard
inbox.
Continued innovation and upgradation was the success of Gmail. Gmail had showed an
impressive annual growth during 2010. While Inbox.com had higher growth rate of 65%
during 2010, Gmail‟s growth rate was 46%. The monthly unique visitors rose from 27.6
million in 2009 to 40.3 million in 2010. The difference between Hotmail and Gmail in
terms of users was narrowing down. Hence Gmail‟s competitor Hotmail had devised plans
to introduce new features such as social network updates, Sweep functions, birthday
reminders to attract and retain its users. Another major threat for Gmail was from
Facebook. In October 2010, Facebook had launched email service to its members.
Facebook founded in 2008 had more visitors than Gmail in March 2010. Now with its new
email service, it can attract more users and the existing Gmail users might shift to Facebook
email for convenience. Gmail and advertisements being a major source of income for
Google, it needs to implement well devised business strategies to gain and retain its users.
A Glance at Skype
Skype, the world‟s largest long distance phone company, had enabled real time
communications over the Internet since its inception in 2003. Skype was an eBay company
founded by Niklas Zennstrom and Janus Friis. Skype offered an online communication tool
that allowed users to communicate to anyone, anywhere, anytime across the globe. It could
be used as an instant messaging service or as a telephone. Through Skype phone or headset,
people could make calls (including video calls) to other Skype members, traditional phone
or cell phones. While calls made to Skype members were free, minimal rate was charged
for calls made to traditional telephone or cell phones. Skype had constantly offered new
services and had expanded its user base globally (Exhibit VII). Skype offered instant
messaging, paid SMS, screen sharing and file transferring to enhance its user
communication. It had also developed products that supported group communication for
messaging, voice and video calls. Over the years Skype had grown from a small program to
an useful program with interesting features catering to the communication needs of millions
people worldwide.
Exhibit VII Skype Services
Skype-In: This program allowed people using landline phones to reach a Skype user on his
or her computer via a regular telephone number.
Voice Conferencing: This feature was introduced in 2006 and allowed customers to hold
video conference calls with other Skype users. This feature became available for the Linux
OS in early 2008.
Skype To Go: The newest feature available to Skype Pro users, allowed people to make
international calls from their mobile phones, at the Skype-Out rate they use for all calls
from their computer.
Skype Mobile: In April 2008, Skype released Mobile Skype, compatible with around 50
different phones. The list of compatiable phones continues to grow as programming and
technology continue to sync.
SIP or Skype for Business was released in 2009. Skype 5.0 BETA and Skype for Apple‟s
iPhone app was released in May 2010.
Skype free products had gained popularity since 2008 and had accounted for 12% of the
international long distance calls in 2009. Skype had been ranked as the leading provider of
international communication in 2009 by TeleGeography research. During the first half of
2010 around 84 million SMS text messages were sent and 40% of Skype–to–Skype minutes
were video calls. Registered users increased to 560 million as of June 2010 and garnered
net revenue of $406.2 million (Exhibit VIII). The primary source of revenue was from the
subscription or pay–as–you–go for their SkypeOut product. Skype had varied users who
used their products for both personal and business. Skype‟s subscription packages
promoted customer loyalty. Around 2 million users had subscribed for Skype products
during a three month period ended June 2010.
Skype aimed to become the most preferred communication platform worldwide. To expand
their business it had tied up with Verizon Wireless in mobile market and LG, Samsung and
Panasonic in consumer electronics to embed Skype functionality into their products. In
addition, Skype had released Skype Kit, a software development tool which would allow
software developers to incorporate Skype functionality in their products in July 2010.
Further the company had identified four key strategies in order to augment their revenue.
First was to increase the connected and paying user base, while in 2010 it had only 8.1
million monthly paying users (Average monthly users). Next it had planned to increase the
use of paid products, advertising and develop monetization models to boost their revenue. It
had devised strategies to target business users as it had noted that many people used Skype
for their business purpose. Apart from these, it had also planned for exploiting high
bandwidth cellular networks and reduce the traditional tariff for mobile calls.
Communication industry had been evolving and many large and small players had
introduced services which directly competed with Skype. However Skype with its unique
business model had been able to expand its user base and lead the market. Skype had
successfully competed with major players like Google, Microsoft, Apple and Yahoo on the
basis of quality, price and geographical reach. Skype had also spent less on advertising
compared to its peers in the market. Cost was an added advantage for Skype. It had well
established infrastructure and lower working capital needs which reduced the cost of
operations. Skype had indicated in its Securities Exchange Commission (SEC) filing in
2010 that, "Google has recently acquired Global IP Solutions, which has developed a real-
time audio and video-over- Internet technology similar to ours. Google may use this
technology to compete against us." Such competition might reduce the power of Skype to
increase the price for their products. Skype had been in a crucial movement and need to
implement well planned business strategies to convert its communication business into
more profitable one.
Google‟s PC-to-Phone Services: Is it a Threat to Skype?
Gmail, the third largest email with 186 million users (per month in 2010) had expanded its
functionality with Gmail Calling. In mid 2010, Google had integrated voice calling
capabilities with its free web mail. This new feature would turn PC to VOIP enabled phone
system and allowed people to call from their system to any traditional telephone or mobiles
directly. To start with, Google had provided this service to the people in the United States
and Canada. Google Talk Voice and Video browser plug in was a prerequisite to use this
new facility. Gmail calling was user friendly as people need to click on “Call Phone” button
appearing on the left side of the Gmail screen. By clicking on the number pad, users could
connect and communicate to any phone desired (Exhibit IX). To attract users, Google had
offered calls within the US and Canada for free and charged international calls (minimum
rate two cents per minute) as of 2010. Further the service was integrated with Google
Address Book to ease the users. For future reference, the voicemail would be converted to
text and sent to the Gmail inbox or as SMS to their mobile. Craig Walker, Product Manager
for real time communications at Google, had said that, "We will transcribe voicemails and
convert it into text and put it in your inbox so that it's searchable and you will always have
a record of that voicemail."
Google‟s PC-to–Phone calling service had a promising start with around 1 million calls
through this service on the first day of its launch. It was estimated that through this service,
Gmail might double its subscribers during the first year (2010–11). Google‟s venture into
VOIP market would augment the revenue of the company by selling phone subscriptions,
attract new users to Gmail and thereby increase their ad revenue. Trefis, a stock analysis
firm had opined that, "Overall, we see a potential 3% upside to our $643 stock price
estimate for Google." Analysts of VOIP market had indicated that through PC-To-Phone
calling service, Google would directly compete with Skype, who had been providing such
similar service since its inception in 2003. Google had a larger user base and provided
varied services such as mail, calendar and chat under one roof. This would be a strong
incentive for Skype users to shift to Gmail as the phone calling was available along with
other services. Pricing would be another advantage for Google. While Google had charged
two cents per minute for international calls, Skype had been charging 2.1 cents per minute.
Apart from Skype, Google would be tough competitor for other operators such as AT&T,
Verizon and Sprint Nextel. To popularise their new service, Google had planned to set up
phone booths in airports and universities across the US.
While Google had few advantages over Skype, Google had not offered this service on
mobile browsers. Randall Sarafa, a spokesman for Google had revealed that, “We do not
offer this feature on mobile browsers, and right now we have no plans to do so." This
would be a major drawback for Google in a scenario where smart phones were gaining
momentum. Skype was a dominant player in this market and also had the advantage of
early entry. However, in the past, Google CEO, Eric Schmidt had highlighted the need for
developing application for mobile devices. Hence it was expected that Google would
extend their PC–To–Phone calling services to mobile browsers. Skype had also been active
in expanding their business and augmenting their revenue. It had tied up with electronics
and mobile companies to embed the Skype program into their products. Further to attract
businessmen, it had launched the Skype Connect, VOIP service for corporate
telecommunication, to attract the corporate sector. This was also a part of Skype initiative
to tackle competition from Gmail. Quality was another parameter which was advantageous
for Skype. Skype had been patronised by people across the globe for the voice quality it
offered. To offer such quality service would be a big challenge for Google. Siva Sanmuga,
Vice President of retail services for Callture (helps to sell telecom services such as VOIP to
clients) said, "Both (Google and Skype) are going after the tech-savvy clients, so it will
definitely affect Skype. Most of Skype revenue comes from Skypeout, and Google offering
it for free will have an effect." However Charles Golvin, Forrester Research analyst had
opined that Gmail calling would not impact Skype usage. He said that, “Skype's initial
adoption and usage was driven by cost avoidance, especially for international calls. The
equivalent opportunity that Gmail offers is much smaller, since switching pays dividends
for domestic calling to phones (displacing the cost of SkypeOut), and a very small savings
for international. So I don't expect a big impact on Skype usage from this.”
Mobile telephony market had been growing at a rapid pace and Google expected the smart
phones to dominate the internet search market. Google had used internet phone call
business as a strategy to penetrate the mobile market. Hence succeeding in the internet
telephony business was crucial for Google. In such a scenario, it needs to be seen how
Google would battle in the internet telephony market and whether it would succeed in its
venture after the initial buzz softens.