optimizing user-experience with carrier-neutral colocation

www.equinix.com Equinix Confidential - © 2012 Equinix Inc. 1

With Carrier-Neutral ColocationOptimizing User-Experience


Our PresentersChris Sussman; Vice President of Operations, Contact SolutionsChris Sussman is Contact Solutions’ Vice President of Operations. In this role, Mr. Sussman is responsible for all operational and administrative aspects of the company’s technological infrastructure, application support and professional services functions.

Chris was hired as Contact Solutions’ first permanent employee in 2003 to build the Engineering & Operations department from the ground up. With more than 20 years experience in the information management and telecommunications industries, Chris has a superior track record delivering large scale, mission critical projects on time, under budget, and achieving the bottom line. He has managed operations and technology organizations for industry leaders British Aerospace, BAE Systems, iBasis, as well as several start-up companies. Chris is a member of the Washington Network Group (WNG) and participates in the NVTC.

Lou Najdzin, Vertical Development Director, Global Enterprise

Lou Najdzin is an IT Services industry veteran with a broad industry background that ranges from leading hosting and network lines of business to business development in specific vertical markets such as finance. He is currently responsible for driving the growth of the Enterprise and Systems Integrators market at Equinix.

Prior to joining Equinix, Lou was a Business Development Executive in Hewlett-Packard’s Enterprise Services Business Unit focused on Outsourcing opportunities within the Capital Markets industry. Before joining HP, he led Product Management, Product Marketing, Business Solutions and Offer Development at Savvis for both the Network and Hosting lines of business. As a Senior Consultant at Telwares, Inc., he managed a team responsible for negotiating client vendor contracts for IT Services. He has also held various positions at both AT&T and Lucent in Professional Services, Product Management, International Operations, Offer Development, and Finance. Lou holds a Bachelors of Arts in Economics from Rutgers University and an MBA in Finance from Seton Hall University.


About Equinix

• The widest network-neutral footprint– 95+ data centers – 31 strategic global markets

• The strongest financial metrics in our industry*– $1.895 billion in annualized revenues– $4.4+ billion investment in capacity 2007-2012– NASDAQ-100 member (added December 24, 2012)

• The most dynamic ecosystem in the industry– 4,000+ global customers– 100,000+ customer to customer connections

*As announced on Q4 2012 results call, and as filed on Form 8K, on February 13, 2013. Excludes the impact from the sale of 16 IBX data centers to 365 Main as announced on 9/4/12.


The World’s Most Connected Sites

Platform Equinix:

• 5 continents

• 950+ Networks

• Over 90% of all Internet traffic passes through Equinix data centers

• <10ms latency to 90% of the population of NA, Western Europe, Top Markets in AP, and Brazil

www.equinix.com Equinix Confidential - © 2012 Equinix Inc.

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Equinix MarketplaceDiverse and interconnected customer base

Did you know Equinix is home to:• 9 of the top 10 content

distribution networks

• 450+ cloud & SaaS providers

• 600+ IT service providers

• 800+ financial firms

• 5 of the top 5 web properties (Comscore)

• 4 of the 5 smartphone platforms

Content & Digital Media

Cloud Computing

Enterprises

Financial Services

Networks

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CIOs Must Focus on Their End-User’s ExperiencePoor application performance impacts your employees, customers, and partners

• Headquarters Experience– Users located in close proximity to where applications are

hosted experience good application performance

• Branch Office Experience– Still positive end-user experience, but certain applications

may be impacted

• Remote Office or Mobile Experience– Negative end-user experience because of distance from

application delivery

• Kill-Me-Now Experience– Users find it very difficult to do their jobs

or


7

Flexible IT

The Data, Networks and Applications (DNA) of Flexible IT

The Flexible IT ExperiencePlatform Equinix as the foundation for flexible, high-performance, secure, and cost efficient IT solutions spanning Data, Networks, and Applications. This is the DNA of Platform Equinix.

Data ManagementPlatform Equinix as the home and foundation for all mission-critical data infrastructure

Application PerformancePlatform Equinix as the home and foundation for high-performance applications, Cloud enablement, and high QoE service delivery

Network OptimizationPlatform Equinix for optimized networks and services connectivity for performance, security, and cost


Data: One of Your Most Important Assets

• Enterprise data / storage needs are growing– Structured and unstructured data– Data created from within the enterprise as well as from outside the firm

• Enterprise data / storage needs are “spiky”– Large development projects drive demand for temporary storage– M&A creates strain on steady state on premise storage infrastructure

• Big Data storage / analytics require large scale infrastructure “speeds and feeds”– Big Data platforms and analytic engines are increasingly being offered from the

cloud where they can meet performance, bandwidth and latency requirements

• The new Enterprise security “perimeter” is data– In transit and at rest

DATA


9

Enterprise Networks Are ChangingAt the “Epicenter of Connectivity”

The result• Improved

performance, lower costs, and access to choice of hundreds of network services providers

• Cloud and IT Service providers also available via direct connection

Carrier POP

Branch OfficeEnterpriseData Center Internet

Carrier POP

Old Way: Carrier is Center of the Network

Equinix IBX Data Center

New Way: Customer is the Center of the Network

High Speed Connectivity

Internet Optional

Equinix IBX Data Center

Branch Office

Enterprise WAN extended into Platform Equinix

EnterpriseData Center

NETWORKS


Applications: Architect for Global PerformanceEnd user experience depends on data, network and application architecture

HR-FinanceCRM-ERP-BI

EmailCollaboration

Web/HTTP

Collaboration

Voice

Document Management

Archive/DR AppsMain Frame

Analytics

ProcurementVideo

VirtualDesktop

TransactionalApps

ImagingApps

Trading Desk

Proximity<5ms

<50km

Real-Time<50ms

<500km

Priority<100ms

<2000km

Best Effort>100ms

>2000km

LATENCY SENSITIVITY

BU

SIN

ES

S C

RIT

ICA

LLY

APPS


• Customer self-service experts

• Founded in 2002, privately held

• Experience - Managing 1.2B+ customer

service calls annually across large business

and government enterprises

• Solutions– IVR (500+ applications)– Business intelligence – Mobile customer care

• Business Innovation– Patent-pending, customer-driven mobile care – Patented behavior-based personalization– Fraud management– Continuous improvement analytics– Cloud Platform: zero downtime since 2004

About Contact Solutions


Customer Service is Broken: Significant benefits for improvement

customers willing to spend 13% more with companies

that provide excellent customer service

of consumers ended a business relationship due

to poor customer service

of consumers would use a mobile app instead if

available to replace some or all traditional customer

service channels

lost by U.S. businesses/year due to poor customer service


13

Contact Solutions: Case Study (Before)

Challenges

• Large TDM network ingress supporting IVR platform

• OAM&P built around telephony platform

• Small network ingress and core network

• No “on ramp” to the cloud defined for additional services

• Built to support domestic call volume


14

Contact Solutions: Data Center Deployment

Immediate Requirements

1. Interconnectivity• Diverse Carriers• Equinix Ethernet Exchange

2. Global Footprint and Brand

3. Need more here…

4. More

5. More

6. More

Global Footprint

Interconnection

Business Ecosystems


15

Contact Solutions: Infrastructure (After)

Key Initiatives• Extensive system

virtualization

• Global site load balancing

• Latest Cisco equipment (Nexus switching line)

• 10Gbps core – 1Gbps edge network

• WAN tiered storage

• Multi-level backups (near line to cloud)


16

Contact Solutions: Multi-Channel Customer Service Product Offering


17

Questions

Global Footprint

Quality of Data Center Design and Security

Network Density and Interconnection Services

Operational Reliability

Financial Stability and Expansion Strategy

Ecosystems and Communities of Interest

optimizing user-experience with carrier-neutral colocation

Business

equinix data centers

business solutions

business development

services industry veteran

network lines of business

hosting lines of business

capital markets industry

global enterprise lou