convergence & wireless roadmap - aventri€¦ · identify business/technology liaisons within...

Convergence & Wireless Roadmap

Robin GareissExecutive Vice President &

Senior Founding Partnerwww.nemertes.com

© Copyright 2010 Nemertes Research

Agenda

About NemertesOrganizational TrendsDistributed Enterprise TrendsVoIP & UC Technology Overview & Adoption TrendsWAN Technology Overview & Adoption TrendsWireless TechnologyRecommendations


Quantifies the business impact of emerging technologies Conducts in-depth interviews withIT professionalsAdvises businesses on critical issues such as:

Unified CommunicationsSocial ComputingData Centers & Cloud ComputingSecurityNext-generation WANs

Cost models, RFPs, Architectures, Strategies

Nemertes: Bridging the Gap Between Business & IT


Organizational Trends


Organizational Changes

Integration between technology “silos” (apps, networking, security)

Interaction with groups outside IT (HR, legal, personnel, facilities)

More matrixed structure

Balance openness with effectiveness--limit who’s in the critical path!


Business Unit Partnership

Identify business/technology liaisons within ITIdentify “grassroots” helpBudget time for discussions with business-unitsh Leaders in HR, sales, finance, service, legal, etc.h Also discuss with managers and staff

Don’t ask technology questions—focus on problems they are having with their jobsUnderstand business problems, and relate your technology knowledge to solve themAssemble UC teamhMulti-disciplinary team—network, telecom, application development, contact

center, security, business unitsEngage team in all UC-related decisions


Reporting Structure Option


10 Steps for Identifying Business Issues


Distributed Enterprise Trends

© Copyright 2010 Nemertes Research© Copyright 2010 Nemertes Research

More virtual workers

89%

More branch offices

9.2%

85%Decreased or Flat IT budgets

Branches with IT personnel

18%

MPLS & Ethernet(Solid network

performance is vital)

Managed Services

More bandwidth demands

More centralized apps & data

57%Optimization

Stre

amlin

ed C

omm

unic

atio

nsDistributed Enterprise: Overview


Worker Characteristics and Needs

Worker Bandwidth Security WirelessTeleworker Moderate Moderate Low

Small/Branch/New Office

High Moderate Moderate

Customer Site Worker

High High Low

Road Warrior Moderate High High

Field Force Moderate High High


Ethernet

Connectivity to the Cloud

MPLS Cloud

Teleworker

Small/New Office

Field Force

Internet

DSL

DSL/T1Wireless

(3G/4G/LTE)

MPLS Cloud

Customer Site Worker

TeleworkerRoad Warrior

IPsec/SSL

VOIP Server


Formal Teleworking Policy

Only 37% had a teleworking policy in place in 2008.

84% increasing the number of telecommuters they support.


What are the Drivers for Increasing Telecommuters?


Virtual Workplace Business Drivers

Facilitiesh Moving from expensive headquarters to remote site saves $h Major metro area: $11,000-$20,000 per employee/yearh Suburban area: $7,000 - $10,ooo per employee/yearh Telecommuter: virtually zero

Agilityh Can respond more quickly to competitive pressuresh Can attract, retain employees by allowing them to work close to home or at home

Cultureh Virtual workplaces foster culture of responsibility, loyalty, employee productivity


Streamlining Communications & Applications

Location doesn’t matterhUsers want applications, access to data regardless of location

Trend toward centralization of apps, datahEase of management key driver

All-in-one devices gaining momentumh48% of organizations use/want to use Two types of devices

– Routing/switching/security/wireless/IPT/compression– App acceleration/WAFS/DHCP/DNS/Print & file servers

More attention toward robust WAN & optimization



Unified Communications and Collaboration: Technology

and Overview


Technology Architecture & Evolution

VoIP

IP Video

E-mail

PresenceIM

Web conferencing

IP CC

Social Computing

Fixed Mobile Convergence

Communications-Enabled Business Process

Management, Directory, Security

UM

Comm

on Protocols (SIP,SIMPLE,XMPP)

Handsets

Web portals

Office productivity

apps

User Interfaces

DashboardDesktop video

IP audio conferencing

Telepresence


Telepresence

Typical Deployment Timeline

VOIP Pilot

IP Video

VOIP Production

IP Audio Conf IP Contact Center

Social ComputingUnified Messaging

Planning

Training, Management, Reporting, Security

Corporate Buy-in

Upgrade WAN infrastructure

Web Conf.

36 months24 months 60+ months48 months12 months

CEBP

Pre-deployment benchmarking

Validate Business Case Upgrades

Mobile Extensions

Presence/Unified Dashboards


What Triggers a Move to UC?

Move to new facilityReplace aging TDM infrastructureNeed to centralize voicemailNeed integrated call features across multiple locationsWorkforce becomes more mobileWant virtual contact centerTime for a network upgradeVoice survivability/disaster recoveryRenegotiate telecom contractCost reduction opportunities/responseGreen initiatives


UC Trending

UC Adoption, 2007-2011

17%

47%

60%

70%

80%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

2007 2008 2009 2010 2011

(Projected)


Must-Haves


On the Drawing Board


UC Deployment: Key Challenges

Challenge 1: Ever-shrinking IT budget h In 2009: 85% of organizations had decreased or flat budget vs. 46% in 2008

Challenge 2: Staff decreaseshOn Average by 17%

Challenge 3: Interoperability concerns h Limiting adoptionh Concerns over standards complianceh Added cost & complexityh Need for additional upgrades just to achieve backwards compliance


Challenge 4: Management

Why is Management Becoming So Important? h Network Complexityh New Application Plansh Mobilityh Fewer IT resources internallyh End user demandsh Globalizationh More remote workers & branch offices

UC adds more complexityh Presence managementh Integrated rich mediah Application integration

VOIP managed services grew from 22% in 2007, to 42% in 2009


Challenge 5: WAN Demands

2009 Benchmark data: Average of 34% bandwidth increase year over year (in a flat economic environment—benchmark conducted during worst months of recession, January to April 2009)Increases driven by:h Bandwidth-intensive applicationsh Multimedia applications (voice, video)h Distributed/collaborative applications

Optimization techniques can mitigate but not eliminate need for increased bandwidthBottom line: WAN architectures must accommodate growth


VOIP/UC Architecture: Network Becomes More Important


WAN Technology and Overview


VoIP/UC

Typical Deployment Timeline

MPLS,Ethernet, VPLS deploymentData-center consolidation

Optimization

All-in-One Branch/New sites & upgradesBranch standardization

Planning

Training, Management, Reporting, Security

Corporate Buy-in

Carrier RFP & negotiations

36 months24 months 60+ months48 months12 months

Pre-deployment benchmarking

Validate Business Case Upgrades

Mobile Extensions

Switch/router upgrade

WLAN


Must-Haves

Business Drivers for Implementation

TechnologyCost savings

Sales increase

Broadly available

Managed services widespread

Enables virtual workplace

Falling behind without it

MPLS ● ● ● ● ● ●Ethernet/ VPLS ● ● ● ● ● ●

Broadband Access ● ● ● ● ● ●

Optimization ● ● ● ● ● ●


On the Drawing Board

Business Drivers for Implementation

TechnologyCost savings

Sales increase

Broadly available

Managed services widespread

Enables virtual workplace

Falling behind without it

Wi-LAN ● ● ● ● ● ●

4G ● ● ● ● ● ●

Branch All-in-One Box ● ● ● ● ● ●

SIP Trunking ● ● ● ● ● ●


MPLS and Carrier Ethernet Taxonomy

MPLS-Based Services

Layer 3 Layer 2 Layer 1 (optical)

RFC 4364 VPLS P2P

ATM/Frame

PWE3 GMPLS

Ethernet


Network SemanticsMPLS is a technology, not a serviceWe say “MPLS” when we mean “layer 3 RFC 2547/4364 MPLS”—not any of the others (which are also MPLS)We say “Carrier Ethernet” to mean three separate service types:hEthernet connectivity to layer 3 MPLS (which is also MPLS)hPoint-to-point Ethernet connectivity (which may be delivered over an

MPLS fabric)hMultipoint Ethernet connectivity (which must be delivered over an

MPLS fabric)

Therefore, a service can simultaneously be “MPLS” and “Carrier Ethernet”—or be one or the other


Justification: MPLS

Cost savingsh Range is 10%-40%

Ability to integrate multiple traffic types on one networkAny-to-any ability/DRCOS: Better manage capacityh 50% don’t use COSh 23% use 4 or more classes

Less overhead than ATM/FrameSolid managed services available

Global coverage from single carrier not “truly” availableCosts associated with upgrade (network equipment, installation, training)No application driversh Internet VPN still cheaper in

some cases

Key Benefits Why Not?


Justification: Ethernet & VPLS

Emerging as next-generation WAN technologyLower per MB costs vs. MPLSGreater bandwidth & flexibilityBetter customer satisfaction vs. MPLSh 79% extremely satisfied, compared

to 67% with MPLS

Can’t get it!

Why Not?Key Benefits


Justification: SIP Trunking

Reduced costs h PSTN: 20%-60% savings, depending

on current, future networkh No need to buy gateways

Ability to share trunksVirtual Number Services

Can’t get it!Security concernsh IP connection opened to PBX; need

SIP firewall

PBX doesn’t support SIP or requires costly upgrade



WAN Optimization Deployment


WAN Optimization Functions


The Role of Wireless


Enterprise-Wide Mobility Strategy?

Mobility Strategy 2008

Mobility Strategy 2009


The Mobilized Workforce Is Here!

Over 75% of companies have or are planning mobility strategyAverage anticipated 12-month growth in number of mobile devices is 421% (median = 100%)hOf those with discrete budget, currently spending 4%-4.5% of overall IT

budget on wireless/mobility

Enterprise user populations are shifting from “special-purpose” (sales, logistics, onsite repair) to “general” Application demand is increasing dramaticallyDevice requirements are more complex (multimode, security, etc.)


Managing Mobile Devices


Mobile App Time Savings Impact


The Mobility Transformation

Special-purpose network

Old New

Service IntegrationGeneral purpose network

Choice of DevicesDevice Proliferation

Separate from IT Infrastructure

Integrated with IT InfrastructureTransparency to User

IT IntegrationManaged by

Silos

Managed by IT

Special-purpose devices


Justification: WiLAN

Productivity EnhancementServes contractors, visitorsCan add wireless VoIP

Security concernsNewness of 802.11n standardOpportunity to save costs by moving cellular voice to WiLAN may erode as Femtocells become available.



Justification: 3G/4G

Serve virtual workforceDisaster recoveryRedundancy for leased line accessPotentially less expensive than carrier landline services

Performance4G still unavailable widelyStandards rapidly changing


54% using/planning fixed broadband; 89%

mobile broadband


Closing Thoughts & Recommendations


Technology Outlook

20112010 2013+20122009

More managed services

More hosted apps

VoIP rollouts / UC integration continues; increased penetration in large companies

Social computing integration

CEBP

UC virtualization

Second life integration

Intense mobile integration

Video distribution 3D telepresence Hologram telepresence

Mobile multimedia


Bottom Line

Consider key emerging WAN technologies.Standardize products, capabilities at your distributed enterprise.Plan for expansion! The keyword here is “more” applications, bandwidth requirements, branch-office sites, expectations from users, etc.Leverage wireless—fixed and mobile.Understand business problems VoIP & UC can solve.Spend time up front educating IT, business units, executives.h Win support internally.

Tie UC to corporate green initiatives.h Enables telecommuting

Prioritize: You can’t do it all now!Consider MSPs, third parties.Know your numbers!

Thank You!

Robin GareissExecutive Vice President &

Senior Founding Partnerwww.nemertes.com


Addendum

© Copyright 2010 Nemertes Research52

Characteristics of Canonical MPLS

Enterprise WAN device (CE) must be a router Enterprise WAN device exchanges routing info with carrier WAN device (PE)Routing across cloud handled by carrierPackets are mapped into pathsPath topology is defined by carrier hOptimizes performance characteristics for all users across cloud

Connection between CE and PE may be either standard telco interface (T1, fractional T3, T3 etc) or alternative interfaces (DSL, Ethernet.. or even Ethernet-over-DSL…)

© Copyright 2010 Nemertes Research53

Three Flavors of Carrier EthernetEthernet access to MPLS networkh This is just canonical (RFC 2547/4364) layer 3 MPLS service with an Ethernet

connection between the CE and the PE h CE must still be a router; still exchanges routing information with PE

Ethernet point-to-point across MPLS (or other) networkh “Virtual private wire services”—VPWS (Martini RFC)h CE may be a (layer 3) router or a (layer 2) switchh Carrier emulates “Ethernet in the cloud” between any two points in the WANh No routing information is exchanged between user and carrier

Ethernet Virtual Private LAN Services (VPLS)h CE may be a router or a switch; customer handles routingh No routing information is exchanged between user and carrierh Carrier emulates “Ethernet in the cloud” between multiple points in the WAN

© Copyright 2010 Nemertes Research© Nemertes Research 2009 t 1 888 241 2685

54

Scalability

MPLS has successfully scaled to support 10,000-node networks; multi-thousand node networks are not uncommonLargest known Carrier Ethernet network is ~ 200 nodesOne reason: OSPF route adjacencies max out at 50 (therefore you can’t have any-to-any connectivity of more than 50 sites)Users can engineer hierarchical routing across Carrier Ethernet (same as with private lines in the old days)This takes some degree of routing skill and expertise from users MPLS generally doesn’t require the same level of expertise


55

Canonical (VPLS) Carrier EthernetUser handles routing across cloud

LANCE

Site 1

LANCE

Site 2

LANCE

Site 3

LANCE

Site 4

WAN access circuits are Ethernet(may be over telco cabling, eg DSL)

No routing information exchanged between carrier and user!


VoIP

Cost savingsh MACsh WAN network & accessh Telecommuting

Application developmentImprove productivityIntegration with UCAbility to take advantage of SIP trunking

TDM works fine. Why mess with it?Type of business doesn’t need advanced telecom features/appsLack of robust WAN


74% using; 21% planning


Justification: IP Videoconferencing

Save on travel costs & timeMakes meetings more productiveDecipher facial expressionsKeep increasingly virtual staff connectedCompetitive disadvantage without itServices enable communications with business partners

Capital investment can be costly (particularly telepresence)Need ample network capacityNot many/any remote locations



IP Video Adoption Rates, 2009


59

UC: Have you Quantified Video Benefits?


60

UC: Video Reduces Travel Time


61

UC: Video Management


62

UC: Video Networks


Webconferencing

Share documents, spreadsheets, desktopMakes meetings more productiveKeep increasingly virtual staff connectedSee who is on call, attentive, not attentiveEasier to sell products/servicesOn-premise saves more than services

No need to share desktop applications.


67% + using/planning


Instant Messaging & Presence Dashboards

Get quick answers to important questionsHelp close dealsImproves customer service at contact centersKeep increasingly virtual staff connectedCost reduction through lower phone usageDashboards provide quick glance and integrated communicationsRemote supervisor tool (What’s your availability?)Know how to contact whom (presence)

Compliance/security/regulatory issues


68% + using/planning IM


IP Contact Centers

Customer serviceVirtual contact centerImprove productivityIntegration with UC

Training essential for successCapital investment requiredMust have a contact center h Important/critical part of business

Specific Needs



IP Audioconferencing

Eliminate CPM for audioconferencing services (internal calls)Integrate with IP telephony systemNo separate bridge required for 6-12 endpoints (included in IP PBX)When integrated to dashboard, can view who joined rather than taking roll call.

Capital investment requiredFew or no internal conference callsNo IP PBX yet



Unified Messaging

Saves timeBetter loggingIntegration

Voicemail becomes data in terms of complianceRequires integration with IP telephony system




Social Computing

Unique marketing opportunitiesReach people quicklyWord gets out through networksKeep increasingly virtual staff connected

Can be a time-wasterLegal responsibilities for postingsCompliance regulations




69

Business Case: Rapid Restock

Challenge: Competition for retail shelf space Solution: Integrating mobile data devices with inventory system applicationOutcome: One sales person replaced $70,000 worth of product instantly


70

Business Case: Another Margarita, Please!

Challenge: Increasing top-line revenue at restaurants Solution: Wireless-enabling waitstaffOutcome: Measurable increase in alcohol sales and margins

Note: Also works in high-end coffee bars with table service!


71

Business Case: JITFTEChallenge: Obtaining real-time subject matter expertiseSolution: Integrating data devices with presenceOutcome: Measurable increase in close rates and decrease in sales cycles


72

Business Case: Smarter Spies

Challenge: Validating intelligence tips faster (DIA)

Solution: Wiki-enabling analysts

Outcome: Streamlined speed of information validation by 20%-25%, maintained historical record of analysis (vs. email trail)


73

Business Case: Cutting Support Costs

Challenge: Fast, low-cost tech support for challenged users (consumer technology retailer)

Solution: Presence and instant messaging capabilities for first and second-level help desks

Outcome: Increased productivity of second-level help desk by sevenfold (700%): fewer (expensive) experts

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