Dispelling "F.U.D." in the Brave New World of Software-Defined Networking

The world is changing… at least my world of networking. It’s evolving into a long overdue state. As a result, my skills have to evolve. So, I might as well extend my comfort zone with this whole blogging thing while I’m at it. Who said an old dog can’t learn new tricks?

To kick it off, I want to address this change I mentioned: SDN. No, I’m not going to subject you to yet another definition of software-defined networking, or an overview of the many different vendor options. I get to pontificate about that enough doing my day job. Instead, I want to talk about the real issue here: FUD.

Fear, Uncertainty and Doubt: the weapons of choice for any good smear campaign. FUD is being wielded in the SDN discussion with brutal cunning. I’m just waiting for an election year-type ad spot with homeless engineers and an ominous voiceover telling us how the proponents of SDN are destroying our great nation.

Clearly, the whole concept is an evil plot perpetrated by Hydra to undermine the networking staff in IT and allow world domination. Captain America 3 is going to be a box office smash with that storyline.

In all seriousness, most people are uncomfortable with change… even more so when the outcome of that change is uncertain. Unfortunately for SDN, we’re still trying to define that outcome. We know that we want it to be a state where businesses are more agile and productive, but we don’t know quite how we’re going to accomplish that on a global scale across a multitude of technologies and vendors. That’s where the FUD comes into play.

Many in our industry are slinging mud and/or stirring up uncertainty in attempts at self-preservation. Some are doing it to postpone the inevitable, while others are doing it out of their own lack of understanding. Regardless, the results are the same: those with the most to gain in this transition are at odds.

Related article: Why We’re Joining the OpenDaylight Project

Businesses are excited by the promises of SDN, and they’re actively looking to craft strategies that will help them gain an edge with their customers and employees through technology. Network engineers, on the other hand, are the targets of the FUD. They’re constantly being told that SDN is going to drive them to extinction in favor of programmers. Of course, that couldn’t be further from the truth.

Even if network configuration and provisioning were to suddenly shift tomorrow from CLI to Python or YANG or whatever, would it really make a difference? Good network engineers have learned multiple CLIs over the years… even if they’ve only dealt with one vendor.

Some have even succumbed to that whole GUI thing. So, learning a new set of commands and UI is trivial for most engineers. Not to mention, no change is going to occur overnight. It’s going to be a gradual evolution that may have more than one appearance in the end.

There’s plenty of time for good network engineers looking to evolve themselves to pick up the necessary skills along the way.

Don’t be fooled by the new skills piece, though. The value of network engineers isn’t their ability to configure boxes–it’s their ability to design elegant systems, understand complex protocol relationships and reduce technology issues to the lowest common denominator rapidly for resolution.

So, what if we even go as far as automating configuration and provisioning? That just means that network engineers can spend more time on strategic initiatives that will actually challenge them and leverage their true value. You know, those things that have occupied slots 3 through 5 on the to-do list for the last 18 months, but have been repeatedly usurped by the latest fire drill.

Of course, there’s also that crazy concept of integrating the applications and network to provide greater awareness. How terrible would that be? I mean imagine what crazy things might come of actually knowing the requirements and real-time status of applications on the network. Dare I say network engineers may never have to deal with another “Hey, the Internet is slow today” call again… ever?

Yes, change is scary, but it’s also very exciting. It’s a chance to learn new things, to make new contributions and to lead. Network engineers aren’t going to suddenly be hanging out on street corners with “will route for food” signs.

The good ones will simply find themselves in new spheres of influence collaborating with different teams on how their combined skill sets will improve IT. Maybe they’ll even start bartering with the programmers: You teach me YANG modeling, and I’ll teach you link state protocols. The sooner we can all get past the FUD and embrace this reality, the sooner we can move this industry forward.

This is tech. If we’re not here to innovate, then why are we here?

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Smarter Cloud Networking is Here, and it Starts with Avaya

The rise of digital transformation, along with growing application and data center needs, has placed more security demands on enterprise networks than ever. So much so that half of CEOs believe their industry is going to become “substantially or unrecognizably transformed by digital.”

These dynamic changes are significant for IT managers, as they are responsible for expertly managing today’s increasingly complex networks. IT resources are entrusted with one critical job: find a way to securely and reliably deploy wired and wireless networks with complete control and visibility—anytime, anywhere.

This of course isn’t as easy as it sounds, especially for companies that lack the necessary IT resources or budget. In fact, “budget and resource constraints” was listed as one of eight top challenges cited by IT professionals in a global survey last year. The average company spent $400,000 on networking equipment in 2014—a number that increased by nearly 20% in 2015.

Here’s the good news: cloud managed networking has emerged as an affordable and efficient network management alternative for many companies. There are a large number of advantages to leveraging a managed cloud solution. First, the technology is easier to operate than an on-premises platform, accelerating time to deployment. The technology also requires virtually no in-house maintenance, which frees up internal teams to handle other high-priority tasks while drastically lowering the risk of manual, error-prone, on-premises deployment work. Perhaps best of all, managed cloud solutions enable businesses to optimize their expenses and reduce costs.

For IT managers, cloud networking translates into reduced day-to-day maintenance tasks (i.e., software upgrades, patches) and improved operational agility—all at a fraction of the cost of traditional solutions. Businesses understand these benefits; in fact, it’s expected that by 2020, 90% of IT industry growth will be fueled by third-party managed technologies.

There’s only one problem: cloud solutions of the past will never effectively meet today’s next-generation networking needs. Businesses require a managed cloud solution that explicitly addresses today’s core IT issues of reliability and security; a solution that enables them to not just survive, but thrive in today’s smart, digital world. That’s exactly why Avaya is announcing its all-new Cloud Networking Platform Solution.

Our advanced solution for large enterprises and medium-sized businesses is inherently built to address security and reliability head on, with a strong underlying focus on simplicity and ease of use. Here’s how businesses will uniquely benefit:

  • Deploy wired and wireless networks with minimal resources:

    Users can seamlessly centralize network management, visibility and control without the complexity of controller appliances or overlay management software. That means hardware (like switches and access points) that are installed on premises can be easily configured and managed in the cloud.

  • Add, change or modify network services on the fly

    : The agile nature of our solution allows IT managers to easily add, change or modify their network services via an easy-to-use dashboard, enabling them to meet their business needs as they inevitably grow and change. For example, zero-touch activation enables managers to automate software upgrades, patches and licenses in order to relieve maintenance burdens. The solution also boasts built-in guest and BYOD on-boarding.

  • Guarantee data isolation among cloud tenants with true multi-tenancy:

    This key security component of our solution guarantees that user traffic will always remain on your firewall-protected LAN. This way, cloud connectivity is only required for out of band management functionality. Meanwhile, standards-based encryption prevents visibility of communications between a customer site and the cloud.

  • Guarantee service availability with data center redundancy and data replication:

    Avaya’s solution helps ensure wireless access points act autonomously, even when the cloud connection is lost. Furthermore, the technology enables high availability by always processing traffic locally and providing security directly at the network edge in each access point.

As companies face insurmountable pressure to reduce IT resources and budgets, it’s clear that the market needs a smarter networking solution. Our new Cloud Networking Platform Solution allows businesses to enjoy the native benefits of the cloud that they have come to know and love, with the critical level of networking reliability and security they has been lacking—until now.

Learn more at our webinar “Debunking the Myths of Cloud Management” on October 26 at 10 am PST. Sign up now.

Service while you wait – eGain innovates to turn hold to gold

My first exposure to self-service IVR application development was back in the early 1990s. Over the years, I’ve participated in the evolution from simple menu-based interfaces (“Press 1 for sales, 2 for service…”), to full-blown natural-language interactions driven by intelligent, automated back-end capabilities (“Open the pod bay doors, Hal…”).

It’s still not perfect, and I find myself having to opt out and wait for a human agent more often than I care to. In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. That’s a lot of wasted time.

So what do I end up doing? Mostly checking Facebook, responding to emails, and playing solitaire on my phone. Seems like my smartphone isn’t being used very smartly, and it’s certainly not making me happy when I’m sitting on hold and waiting for an available agent.

Since the launch of the Avaya Breeze™ Platform, we have been advocating the value of the Breeze platform to solve problems. Give us a use case (problem) and with Breeze, an innovative, scalable, secure solution can be developed in days to weeks. On hold time appears to be a major use case in need of an innovative solution.

In January, Forrester reported that 73% of customers say that valuing their time is the most important thing that companies can do to provide them with good customer service. So why make them waste time on hold (even if they are keeping up with their Instagram and Pintrest feeds) instead of actually helping them during that transition time from self-service to agent-assisted?

This is why I think eGain Corporation, one of our 2016 DevConnect Innovation Award winners, is onto something really big.

By creating the eGain Knowledge Snap-in for Avaya Breeze, Avaya customers can improve the overall experience and satisfaction of their own customers by making relevant information quickly available in a self-directed manner. In other words, eGain has innovated on Avaya a solution to the on hold problem.

How? By recognizing that an IVR user is calling with a smartphone, the Breeze-based workflow will work with eGain’s cloud-based knowledge base whenever the caller is queued between an IVR interaction and a contact center agent, presenting relevant content to the caller’s smartphone via SMS, based on the context of the information already collected via the IVR interactions, and allowing the user to self-select additional materials that are more visual in nature (such as basic repair-and-troubleshooting instructions, documents, or even video clips).

As a result, users can more often find their own answers before the agent becomes available. At a minimum, the customer will likely be better informed when talking to the agent, creating the opportunity for a shorter call overall.

Smartphone users have lots of ways to keep themselves busy while on hold. And while there is a certain enjoyable aspect to completing another level in whatever newest game you’ve loaded, nothing beats actually being productive when you have an issue you’re trying to solve. eGain’s Knowledge Snap-in and Avaya Breeze don’t just let end users mine for virtual coins in their spare time, they actually help turn those on-hold moments to gold for everyone.

Avaya Named a Leader in Gartner’s Magic Quadrant for Contact Center Infrastructure

Avaya is honored to be recognized as a leader in Gartner’s Magic Quadrant for Contact Center Infrastructure worldwide. Avaya has been the only vendor having the distinction of being named a Leader for 16 consecutive years. Each year the research organization creates a market view of key players for business users, reflecting business goals, needs, and priorities.

Contact centers have gone beyond phone calls with customers now expecting to communicate on their terms via text, IM, email, chat or video. For the past 16 years Avaya has created seamless and highly personalized experiences, building brand loyalty for companies all around the world.

According to Deloitte, 85% of organizations view customer experience provided through contact centers as a competitive differentiator. Todays companies must remain relevant by creating a single interface to connect customers with the correct resource each time, supporting their preferences. Supervisors and managers need real-time performance information to adapt immediately to situations to ensure optimized customer experience.

Avaya has focused its efforts on creating next-generation contact center solutions, creating communication strategies enabling a continuous transition between channels during customer interactions.

Please visit Gartner’s page to read the full report and see how Avaya’s Contact Center infrastructure continues to deliver best-of-breed Contact Center applications. We look forward to continuing innovation and leading business communications for the digital age.