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2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023

£bn, 2009-2023

49%22% UK UCaaS Market penetration1

+11%CAGR

1 UCaaS penetration measured as “Cloud telephony seats”/Total PBX market seats; 100% = 18m seatsSources: Analysis Mason, Gartner, Cavell & Outvise/Gamma analysis

UCaaS waveFull stack Integrated

experience

SIP waveSimple VoIP Telephony

Cloud Telephony waveVoIP bundled with

Hosted PBX

Source: Outvise analysis

The user's real-time communications

experience is ultra-sensitive to network issues

of packet loss, jitter and delays.

Users have high expectations of

performance irrespective of where they work or the

device they use.




IT architects and network planners need to ensure network architecture is optimized for service

quality and metrics are available at each service

tier.

Users have high expectations of

performance irrespective of where they work or the

device they use.




Private Cloud

cPaaSxCaaSCommunications Application Tier

Private Cloud

cPaaSxCaaS

Secure StackWAN Internet

Customers

Data Centre

Communications Application Tier

Wide Area Network Tier

Private Cloud

cPaaSxCaaS


Customers

Data Centre

Branch office LAN and WLAN



Local Area Network Tier

Private Cloud

cPaaSxCaaS


Customers

Data Centre


Mobile Workers




Devices Tier

All focus is on application layer

Doing the same thing and expecting the

same results

Disconnected or incomplete

SLA/s

Show me the cross tier KPIs

Are network infrastructures cloud voice and video ready

Network delay, jitter and packet loss have

devastating effects on UC

Failure to implement performance assessments

and monitoring

Unprepared for demand and

troubleshooting

Is voice critical?

User Expectations and Underlying QoS -Do you have a need for advanced voice

features?

Limit number of service parameters and focus on those

that matter

Penalties for non conformance? If not an

SLA do you have an SLO?

Start by defining SLAs appropriate to

business needs

Be Realistic

100% will be costly and penalties can be weak.

Beware of window dressing SLAs

Private Cloud

cPaaSxCaaS


Customers

Data Centre


Mobile Workers




Devices Tier




Devices Tier

Data Centre

Private Cloud

cPaaSxCaaS


Customers


Mobile Workers




Devices Tier


Application Layer

xCaaS (U & C) & cPaaS

Infrastructure Layer

DCs – IaaS or PaaS

Telecom Layer

SS7 Interconnect or SIP

Look and expect to source a single SLA for all three

Communications Application TierWide Area Network Tier

Consider the WAN as the likely weakest link in the communications service

Plan connectivity options on a site basis, subject to the critical nature of the business function or operation

WAN provider/s should be expected to offer a service-level guarantee for transporting voice and video communications typically based on MOS (mean opinion score)


Employees increasingly using wireless LAN for

connectivity

Add redundancy in the Ethernet switch fabric

Supports the basics

Communications Application TierWide Area Network TierLocal Area Network Tier

A managed LAN infrastructure is often incorporated into a desktop PC-managed service

Therefore, the introduction of communications devices as part of the LAN infrastructure and PC-based communications applications means the desktop PC-managed service provider is the primary target for managing the SLAs for this tier

Does it reflect the end to end solution?

Has it been pressure tested against the new UCaaS services?



Devices Tier

Communications Application TierWide Area Network TierLocal Area Network TierDevices Tier

Communications Application TierWide Area Network TierLocal Area Network TierDevices Tier

Focus on an SLA for the logistics of replacing devices in the event of failure, rather than defining SLAs for devices.

Plan for services that enable alternative communication access in the event of device failure (e.g., the ability to route calls to a mobile device or PC in place of a desk phone).


Communications Application Tier Availability Performance

Telecom 99.99%

PSTN ingress 99.90% BHCA: failure 1 in1,000

PSTN egress 99.90% Postdial delay <5s

Infrastructure 99.9-99.999% Application dependent

Communications application 99.99-99.99% 20 ms-80 ms

BHCA – busy hour call attempts; ms = millisecond


Wide-Area Network Tier Availability Performance Jitter

National network 99.9%-99.99% 40 ms - 75 ms <2s

Regional network 99.9%-99.99% 75 ms – 150 ms <5s

Dedicated network 99.95% <100 ms <10s


Local-Area Network Tier Availability Latency (Round-Trip)

LAN 99.95%-99.99% <2 ms

WLAN 99.95%-99.99% <10 ms

Define a set of target performance metrics applicable to each of the services offered

Create an SLA for each tier of service delivery with all elements and suppliers joined up

Require comprehensive SLAs to cover process elements with financial penalties

Governance – Reporting, Mgt, Mean time to respond, restore, repair, repeated breach

Make the SLA your best PAL Performance, Availability and Latency

OTT only is a recipe for disaster if you aren’t considering full stack

Have you considered and catered for the degrading effects that delay, jitter and packet loss have on UC?

Do you have a holistic management, troubleshooting, diagnosis and response strategy for UC and traditional packaged applications sharing the same network infrastructure?

Do you set proactive performance thresholds to proactively automate notifications and alerts before network deterioration affects?

Do you anticipate emerging threats to service degradation via continuous configuration refinements and architectural improvements of the network infrastructure?

Do you control the WAN and LAN the UCaaS relies on?

Insufficient discipline and governance to encourage

adherence to agreed service and performance objectives of

cloud service providers

Networks struggling to effectively deal with

sensitivities of voice and video applications

SLAs that traverses several operating functions of the

IT organization

UCaaS

APIs

VoIP Telephony

Hosted PBX(Call management)

Officesuites

Collaboration & Conferencing

SIP TrunkingVoIP bundled

with Hosted PBX

MobileFixeddata

• Broadband• Ethernet • WAN Services

Core network PSTN interconnect & local connectivity

Sources: Analysis Mason, Gartner,Cavell & Outvise/Gamma analysis

• Word processing, Spreadsheets, Slide presentations• Collaborative creation and edition• Email• Calendar

• Real time voice and video conferencing, screen-sharing, whiteboarding• Instant Messaging, file transfer, Presence• Task management• Employee networking and wikis• Workspace

• IVR• Extensions, queues, greetings• Hunt groups• Call recording, advanced voicemail

• High quality in-company calls• PSTN calls channeled through SIP trunk or Seat VoiP

APIs

VoIP Telephony

Hosted PBX(Call management)

Officesuites

Collaboration & Conferencing

SIP trunk VoIP Minutes




Devices Tier

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