New Age, New Requirements, More Innovation: Three Ways to Keep Up (Part 2)

If you’ve read Part 1 of this series, you hopefully now have a solid understanding of how businesses must keep up with today’s pace of innovation in order to thrive. If we’re going to talk about innovation at the enterprise level, then we must talk about what’s happening within IT.

Network infrastructure is the backbone of every organization. For some companies, that backbone needs serious strengthening due to advances in communication and collaboration. The way employees connect internally and externally today make IT changes vital for sustainability. System engineers, network architects and CIOs are responsible for ensuring their organizations not only stay current, but surpass the status quo.

Networking over the Decades

We’ve seen nothing short of explosive growth within the world of connectivity in the last 15 to 20 years. For example, research shows that in 2000 only 6% of the world were Internet users. By 2015, that number had increased to about 42%, representing 3.1 billion users worldwide. That same year, revenue from mobile data services peaked at $105 million—today, revenue hovers around $500 billion.

In just 25 short years, we’ve evolved from the dawn of the World Wide Web to a complete digital overhaul. Consider, for example, Web-based collaboration solutions that seamlessly combine capabilities like video conferencing, IM and file sharing. All functionality is available via the touch of a finger from any device, anywhere, anytime. This means you’re no longer tied to a physical location, but you still need a hell of a strong network connection to handle it all without costly bouts of downtime.

All of these changes are powerful enough to render legacy networking solutions inadequate to meet Digital Enterprise needs. Today it’s all about Ethernet and IP. The problem is that these are such complex, hierarchal, multi-protocol environments that they’re unable to support desired business outcomes and agility (at least not without the highly sophisticated provisioning tools needed to hide all this complexity, which MPLS is also required). Clearly, not every enterprise businesses can afford and sustain such high OPEX costs. Today, about 95% of customers still live in this legacy environment, while expecting different results. It seems unreasonable to expect different outcomes.

Of course, there’s nothing wrong with organizations that deployed these older solutions back in the day. That was simply what was available at the time, and it can be difficult to find an exit strategy. But this is no longer good enough. Legacy solutions don’t work, and will not allow your business to digitize or move at the pace it needs to in order to continually innovate and excel.

SDN: Networking of Today, Tomorrow and Beyond

So, what’s the solution? You have to look at an alternative for your networking infrastructure. For many businesses, this alternative involves software-based architecture, like Software-Defined Networking (SDN).

SDN promises to enable users to directly control the network resources by separating the network control plane from forwarding functions. The architecture is to be easily-manageable, open standards-based, and vendor-neutral, enabling businesses to sufficiently handle today’s dynamic computing and storage needs. Perhaps most notable is that SDN is not to depend on proprietary software. This enables users to write their own application profiling in order to easily provision network resources.

Overall, the SDN market is set to grow from $289 million in 2015 to $8.7 billion in 2020, representing a CAGR of 98%. That’s pretty impressive stuff, and I’m not just saying that as a chief technologist of Software-Defined Architecture.

The bottom line is your business will only go as far as its network infrastructure will take it. If your business is running on restrictive architecture, will you be able to master data context, awareness and intelligence? Will you truly unlock ubiquitous connectivity? We definitely need something different. Your organization deserves something better than a legacy model.

The objective is clear. We need to deliver a solution that’s way more agile, more resilient, open and secure. To this end, there are generally two paths available to get to SDN:

  1. Traditional SDN: Traditional SDN is aimed at centrally building a software controller and bringing all of the control plane protocols in a legacy environment towards application profiling. It’s widely believed that this profiling approach makes it easier to deploy apps. In this way, if you want to deploy a certain solution, you can access a pre-defined application profile from every angle—for example, security policies—but how complex was it to create the profile? The intentions here are good, but in my opinion this path involves the development of complex and sophisticated provisioning tools. This is simply a new programming approach that aims to reduce complexity, but doesn’t guarantee it. As such, many wonder if this is the right strategy.
  2. Fabric-Based Architecture: This option involves maintaining a distributed control plane and reducing the legacy multi-protocol dependency while benefiting from centralized management (orchestration). The simplification of the control plane is a much better approach: fix the problem, don’t try to mask it. Simplicity allows businesses to become that much more nimble, dynamic and competitive. We’ve been seeing a lot of startups lately working to rebuild the control plane too, hence the market is starting to come to the same conclusion, but Avaya has already delivered it, making it a key competitive differentiator.

 
Let’s be honest, there are pros and cons to both traditional SDN and fabric-based architecture. At the end of the day, what’s most important is that business leaders are educated on their choices in order to make informed decisions that are best for their organizations, while choosing the path that will meet their business needs TODAY—not years from now based on promises!

If you’re looking for more resources to help shape your software-based strategy, check out these blogs:

Coming up: Part 3 of our series will take a look at the bigger picture of complete digital transformation and what that looks like across multiple verticals.

 

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Transforming Online Meetings for Team Collaboration

I find it interesting how companies choose to measure team collaboration. Most use surveys, some productivity data, and others standard review processes. Yet team collaboration is about so much more than all of this. If you ask us, it’s about putting people first.

We mean this quite literally. It’s important to provide employees with a suite of face-to-face collaboration capabilities that enable dynamic, real-time team collaboration. Communication staples like voice and chat are surely important, along with the endless other tools teams use to connect and share information. Meeting via video, however, is arguably the best way to collaborate, build relationships, create momentum and build morale. Face-to-face collaboration may not always be needed, but companies will want to make sure they have the best tools in place for when it is.

When done right, online meetings enhance team collaboration in several ways. Consider the most basic of them all: a good part of communication is non-verbal. Being able to observe team members’ body language can help prevent miscommunication and connect across languages and cultures. The technology has also evolved to the point where teams can flexibly share data, documents and other project details via screen sharing or virtual whiteboards. All the while, there’s the opportunity to initiate private chat sessions between team members to discuss simultaneously.

The bottom line: online meetings enable authentic human interaction that delivers real value, time and cost savings, and better business outcomes.

Now, imagine being able to quickly implement an easy-to-use, cost-effective service that skips the capital investment and technical hassle of a traditional video solution. This is exactly what Avaya Equinox Meetings Online offers: a cloud-delivered application that allows users—both employees and outside contacts—to connect with their browsers (no plug-ins required) or mobile apps to effortlessly initiate and/or participate in online meetings. The service places priority back on people, which is where it belongs. Simple as that.

Don’t believe us? Read Nemertes Q4 2017 Enterprise Business Value Matrix for Unified Communications and Collaboration to see what they had to say. If you like what you see, or if you have any questions, please feel free to reach out to our team for more information via our webchat.

The Easy Button for IoT

I am sure that I don’t have to tell you how the Internet of Things (IoT) is revolutionizing our world. Stop by any electronics retailer and you will find smart TVs, smart lights, smart refrigerators, and smart thermostats. Open up the brochure for a new car and you will find more space dedicated to intelligent sensors than horsepower. Tour a modern manufacturing plant and you will quickly discover that nearly every machine used in production has been equipped with an IP address. From the consumer to the enterprise, IoT is the driving force of innovation.

Of course, there is a dark side to this revolutionary technology: It’s not all that easy. As a consumer, it’s not a big deal to have one smart dryer that sends a text message when your clothes are dry. It’s also pretty simple to have your refrigerator email you a photo of its contents. In these cases, it’s just you and your machine.

However, what if you had a thousand dryers and ten thousand refrigerators. Let’s take it further. What if you were American Airlines and your fleet of airplanes had five hundred thousand different sensors reporting information every second. Now, imagine that some devices reported data using Bluetooth while others used Zigbee, WiMAX, LTE, WiFi, and NFC. Want to make it even more challenging? These different sensors report data reading using SOAP, REST, WebSockets, and a myriad of proprietary protocols. It quickly becomes an engineering nightmare to collect, store, and take the appropriate actions on this constant stream of data.

One Bite at a Time

Question. How do you eat an elephant? Answer. One bite at a time.

As with an elephant, the best way to conquer the IoT problem is to break it down into bite-sized pieces. Instead of trying to directly deal with all those different sensors and their unique forms of communication, have those sensors talk to gateways that understand multiple IoT dialects. Those gateways could then normalize the data before sending it off to a central cloud repository. Next, wrap the IoT cloud with web services that allow for a consistent and uniform way to access IoT data. Finally, use those web services to create a suite of applications for data visualization, event processing, analytics, etc.

Now, instead of being inundated with terabytes of data that may or may not be important, you only see what you need to see and only when you need to see it. You also have a scalable platform that allows you to add new sensors without having to constantly redesign and redeploy your business applications.

At Arrow Systems Integration (ASI), an Avaya A.I.Connect partner, we call this distributed architecture of sensors, gateways, and cloud services Arrow Connect™.

Arrow Connect

Arrow Connect is a software architecture that connects any device over any protocol to any cloud. Designed and developed by Arrow with security, scale, flexibility, device management, multi-tenancy, hierarchy, open APIs, and extensibility as its core principles, Arrow Connect is helping customers across multiple industries bring their products to market faster.

The Arrow Connect software development kit (SDK) helps enterprises leverage the full capabilities of any device while an extensible software gateway allows developers to add support for protocols and sensors not currently supported by Arrow Connect.

The Arrow Connect cloud platform enables secure provisioning and management of all its devices. It runs on multiple public cloud platforms and seamlessly integrates with Microsoft Azure, IBM Watson Bluemix/Softlayer, Amazon Web Services, and private data center solutions.

Breeze and Zang Workflows

While support for RESTful web services is essential to being an open and secure cloud solution, this comes with a price and that price is complexity. Despite being an open standard understood by most software developers, the fact that you must be a developer to use web services confines them to a very select group of people.

In our quest to find every possible way to simplify IoT, ASI has partnered with Avaya to add support for Arrow Connect IoT devices, sensors, and gateways into Avaya Breeze and the Zang Workflow Designer. With both of these platforms, access to IoT data and Arrow Connect services becomes as simple as drag and drop and non-developers can create powerful IoT solutions in a matter of minutes. Better still, this simplification does not come at the cost of accuracy, reliability, speed, security, or scalability. The visual tasks embedded in these workflow tools employ the same Arrow Connect web services a skilled software developer would use. The difference is that there is no need to learn Java, .Net, Python, or any other programming language.

 

The Easy Button for IoT

With integrated workflow technology, you can quickly turn an idea on a whiteboard into a fully functional and easily deployable solution.

Next Steps

McKinsey recently said that “Any business that fails to invest heavily in the IoT in the next 10 years is unlikely to be able to remain competitive.” While these may seem like strong words, industry after industry has taken them to heart and the IoT revolution is everywhere. As I stated at the beginning of this article, IoT is becoming pervasive for both consumers and businesses.

The simplification, scalability, and security of IoT offered by Avaya and Arrow Systems Integration helps an enterprise to create the solutions it needs to enhance its business, grow its customer base, and stay competitive.

Andrew Prokop is the Director of Emerging Technologies at Arrow Systems Integration. Andrew is an active blogger and his widely-read blog, SIP Adventures, discusses every imaginable topic in the world of unified communications. Follow Andrew on Twitter at @ajprokop, and read his blog, SIP Adventures.

News & Solutions at ENGAGE 2018 Show Avaya is Back in the Fight!

Now back from last week’s Avaya ENGAGE 2018, our annual customer and partner event, we’re finding the energy of the conference continues to drive the cadence at Avaya. What a show! In my last blog I wrote about taking time for a bit of introspection—thoughts echoed by our CEO Jim Chirico during his ENGAGE keynote. One of his points really resonated with me: how you get up off the mat. All of us face challenges everyday—most of them are manageable but occasionally an event comes along that can really take the wind out of your sails. Jim pointed out that while we all get knocked down from time to time, what really matters is how you get up. How you carry yourself and how you get ready for the next challenge.

In 2018 Avaya is back up. We’ve got our gloves on and we’ve come out swinging! ENGAGE 2018 was a great opportunity for us to thank our customers and partners for their outstanding support over the past year and give them a taste of the new Avaya: poised, fit, and ready to win.

Our commitment to win was reflected in a number of key announcements from last week, but the headliner was the acquisition of Spoken Communications, a leading innovator in the Contact Center as a Service (CCaaS) market. The Spoken platform is based on the Avaya Aura® Platform and Avaya Aura® Call Center Elite, making it a perfect architecture for both Avaya omnichannel offerings, such as Avaya Oceana®, and its Unified Communications as a Service solution. But Spoken brings much more than a proven xCaaS capability to Avaya—the really exciting news is Spoken’s transformative real-time customer experience management applications built on conversational artificial intelligence (AI). A true innovator in AI, Spoken will be accelerating our “Think Avaya, Think Cloud” strategy with solutions that not only provide a clear path for customer migration, but offer improved efficiency, drive more intelligent responses, and gain deeper insight into customer sentiment and experience.

And there was more news at Avaya ENGAGE on the AI front: Avaya introduced Avaya AvaTM , a cloud, messaging-agnostic solution that offers new AI capabilities for social messaging integration and automation of digital interactions. An evolution from our Ava technologies offered for over eight years, Avaya AvaTM delivers AI 2.0 architecture including natural language processing and machine learning. And innovative analytics enables effortless customer engagement through social media and messaging platforms.

Last year we introduced the Avaya Oceana® Solution—our omnichannel context-driven contact center solution. Now we are thrilled to bring the Workspaces environment to our existing customers later this year. This modern agent desktop will take advantage of key elements such as context and customer journey and be made available to our existing customer base, enabling them to transform their CXs.

Avaya also unveiled compelling enhancements to its signature unified communications user experience, Avaya Equinox®. These include:

  • Enhancements to Avaya Equinox Meetings Online, a cloud-based meeting and conferencing service that can be deployed with or without an Avaya infrastructure. The economical, pay-as-you-go cloud model offers the same capabilities as an on-premises deployment, making it easy to take a hybrid approach and mix and match between the two.
  • The new Avaya Equinox Attendant, which enhances customer service and brings the power of unified communications to front-desk operators. We will extend Avaya Equinox to the IP Office platform—providing a single UC platform for all our customers.

Devices remain a key part of Avaya’s strategy to deliver a unique UC Experience Everywhere. Avaya has shipped over 100M phones to date and currently ships almost 10,000 new devices every day. For 2018, Avaya is expanding customer options for UC devices like never before. The Avaya Experience has evolved to be more modern, connected and personalized, and tailored to vertical specific needs such as hospitality and retail. Key additions include:

  • Launching Avaya’s new Essential Experience portfolio of industry leading phones for a state-of-the-art user experience that includes Bluetooth and WiFi connectivity.
  • Extending the Avaya Vantage Experience to include support for IP Office.
  • Announcing the new Avaya CU-360 Collaboration Unit, which provides easy set up and collaboration in huddle room spaces.

Providing our customers a bridge to the future is a key focus for Avaya this year—and this goal will drive a great deal of our activity. To start, Avaya has launched a number of new promotions:

  • Loyalty2gether: This exciting and bold offer provides all our loyal Communication Server 1000 customers with a path forward to either IP Office or Avaya Aura with full support for the surrounding applications like customer contact and messaging. It’s an opportunity to reinvent what communications, customer experience, and collaboration can mean to your business and to do so with an unprecedented level of experience and investment protection.
  • Oceana NOW: This program focuses on helping organizations evolve and transform their CXs.
  • Automate CC NOW: Through the use of automation capabilities, Avaya is helping organizations modernize for less.

These programs are a prime example of our focus to ensure no customer gets left behind.

ENGAGE 2018 was a very busy week of announcements, meetings and demonstrations, and the energy and enthusiasm of our customers kept us going and underlined our confidence that Avaya is back and ready to do battle. Continue to watch for updates and details on Avaya.com and let us know how the new Avaya can support your plans in 2018.