SMEs In Malaysia: Tough Market For Service Providers

Executive summary

In a nutshell

Key messages

SMEs will continue investing in telecoms but will prefer predictable recurring charges

Telekom Malaysia (TM) is the dominant SME telecommunications services provider

SMEs are happy with their telecommunication services but see room for improvement in reliability and support

Growth in broadband services across SMEs will come from wireless infrastructure

It is early days for IP telephony and UC across Malaysian SMEs

Mobility is growing but users fund mobile services themselves

Challenging market for mobile applications

Analysis

SMEs’ views on telecoms

Limited opportunities for managed services

Services providers

SME expenditure

Internet access and networking

IP telephony and collaboration

Mobility solutions and applications

About our survey

Ovum’s SME survey

List of Tables

Table 1: Malaysian sample of the SME survey

List of Figures

Figure 1: SMEs’ views on telecoms

Figure 2: Considered by SMEs as a managed service, with fixed monthly charges

Figure 3: Fixed service providers

Figure 4: Mobile service providers

Figure 5: Most important areas for improvement SMEs would like to see for their current telecoms service levels

Figure 6: Annual telecommunications services share spend by SMEs

Figure 7: SMEs’ services for Internet access

Figure 8: Expectations of a converged network (i.e. data network also carrying voice traffic)

Figure 9: Solutions that SMEs use or expect to use

Figure 10: Reasons for not using or planning to use an IP phone system

Figure 11: Mobile data applications companies currently use or plan to use

Figure 12: Voice mobility solutions for people moving around within the workplace