How to (Finally) Break the Longstanding Hold of Legacy Technology

Without question, we’ve seen more technological innovation in the last 30 years than we have in the last century. We now live in a reality of seemingly limitless possibilities and outcomes. Today, virtually any object can be considered part of an advanced, interconnected ecosystem. Companies across every sector are competing to reimagine customer engagement. The user experience is fundamentally changing as people, processes and services become more dynamically connected. Today’s smart, digital era represents unmatched opportunity for forward-thinking business leaders everywhere.

At the same time, however, it poses some challenges. Specifically, this rapid pace of innovation means businesses must find a way to quickly and efficiently modernize to competitively differentiate. In a time where digital disruptors are building custom IT environments on the fly, companies can no longer let legacy architecture dampen innovation and agility

Businesses know this all too well, with 90% of IT decision makers believing that legacy systems prevent them from harnessing the digital technologies they need to grow and thrive. This is especially true in industries like government and finance, where there’s still a heavy dependency on legacy technology. For example 71% of federal IT decision makers still use old operating systems to run important applications. Meanwhile, 30% of senior investment managers say they’re concerned about the ability of their current legacy systems to meet future regulatory requirements. This list goes on.

It’s clear that something needs to be done here, and fast. So, how exactly did we get to this point of digital disruption, and what can be done about legacy systems today? Let’s take a walk through recent history, and then discuss how companies can begin moving towards digital, next-generation IT.

Data Centralization to Decentralization

Let’s start where applications first began being consumed. About 30 to 40 years ago, all application intelligence was centralized (I’m sure some of you remember the good old mainframe days of using dumb terminals or emulators to access applications and store data centrally). There were some notable benefits to centralizing data in this fashion. There weren’t many issues with storage distribution, for instance, and disaster recovery procedures were clearly documented. Security challenges were also practically nonexistent because there wasn’t any local storage on the terminal (hence, dumb).

Soon, however, we saw the rise of the personal computer, which completely changed this model. Computing and storage could now be distributed, allowing local applications to run without any centralized dependency. This was a game-changer that sparked a desktop war between key market players like Microsoft (Windows), IBM (OS2), and Apple (MacOS).

This transition to decentralization, however, wasn’t without its challenges. Employees may have gained mobility, but IT began facing new challenges in security and distributed storage. Companies were left wondering how to best control their data storage, specifically where confidential information could easily be stored on a floppy disk, local hard drive and, later, USB drives. This remains a challenge to this day—no one wants to give up their mobility, so companies must find a way to instead regain control.

One thing to note: at this point, COTS (Commercial off-the-shelf) servers could now be used. These systems were far less proprietary than previous host systems like mainframes, VAX, etc. However, they were still hardware-dependent, as each platform was usually tailored to the applications it had to run. As a result, a good amount of compute, memory and storage resources were not being fully utilized. In fact, some services were running as low as only 10-20% capacity. While there were benefits to COTS servers, they called for a better way to maximize the use of all resources.

The Rise of Virtualization

The only viable solution to these problems was to eliminate hardware in favor of ONE single software application. But how? The market experienced profound change as companies strove to answer this question, eventually leading to the emergence of virtualization.

During this time, market leaders like VMware began transforming the industry by allowing multiple virtualized OS (virtual machines) to run simultaneously on the same hardware. In this way, applications ran as if they had their own dedicated compute, memory and storage. However, it was all being shared. Simply put, the hardware server had become virtualized. Brilliant!

This allowed companies to create virtual representations of resources such as compute, memory and storage devices. Companies could now run multiple applications over the same physical hardware, in a way that appeared to the applications as though they were running over their own dedicated hardware. More importantly, companies could now fully leverage every single resource at their disposal. Nothing would be left dormant or unused in this virtualized model, unlike what we saw in the past with a dedicated appliance/server per application.

At this point, it was a no brainer to move into the virtualized application world. However, the ugly truth remained: we were still using a legacy networking framework. Many continue to refer to this as client-server, but the bottom line is that it was a hierarchical model that required each node and link to be configured to carry or simulate end-to-end virtualization. Even though the application environment was virtualized, the infrastructure on which it ran was not built with that in mind. It didn’t matter if you were using VLANs, VRFs or even MPLS—it was a complex way of providing end-to-end virtualized services.

Who would finally be able to solve this issue? It seemed the Institute of Electrical and Electronics Engineers (IEEE) and Internet Engineering Task Force (IETF) were on the right track with the standardization of an Ethernet protocol that allows end-to-end services virtualization, which finally took place in May 2012. This is known as SPB, or Shortest Path Bridging (IEEE 802.1aq and IETF RFC 6329 for those interested). And there you have it: servers, applications and networks are now finally virtualized! Are we done? Well, not quite … even desktops are being virtualized, known as VDI (Virtual Desktop Infrastructure) to re-centralize control.

Overall, virtualization became the de facto model that allowed businesses to run applications on what we know as the Cloud. With private and public models, customers could now choose what assets they wanted to own (that is, manage on premises) or have hosted through the public cloud. Soon, however, the challenge became how to run apps in these clouds. Companies quickly discovered the need to store some applications (like regulatory and compliance data) in an onsite private cloud. Meanwhile, other data was best suited for the public cloud. This is how the hybrid cloud deployment model was born.

Cloud Elasticity

Hybrid cloud allowed companies to operate in an environment that strategically utilized the best of both worlds—both on-premises private cloud and third-party public cloud services—to meet their core objectives. In this new world of cloud orchestration, we saw the rise of digital giants like Amazon, Google and Facebook. With a high level of cloud elasticity, providers could now spin up series of virtual applications or services in less than an hour to run them in the public cloud. This unhinged the doors of opportunity for companies everywhere. These providers allowed organizations to create new instances on the fly and shut them down just as quickly. It’s used, for example, to soft launch new products or test drive business in new marketplaces.

But let’s not forget the issue that remains to this day: we have yet to completely move away from all aging hardware. In today’s world of any-to-any communication, driven by technologies like the IoT, artificial intelligence, and machine learning, legacy hardware and hierarchical networking architecture are not just an inconvenience. They can break your business if you don’t have a strategy to reduce that dependency.

Finally Breaking Free of Hardware

The bottom line is that any-to-any communications have won the battle (unlike 15 years ago, where IT largely resisted and essentially shut down the peer-to-peer model). As a result, what many refer to as “meshed communication architecture” emerged as the newest and strongest-yet approach to network design.

This kind of architecture is integrated, agile and future-proof enough to effectively and securely support a services-based ecosystem. The days of nodal configuration and virtualization are a thing of the past. It’s vital that companies move to this services-based architecture to be able to support the future of the customer experience. Consider how it’s essential for supporting smart cars that can autonomously park and change lanes, while being redirected to alternate routes because of traffic congestion. It’s critical for supporting smart home solutions that enable homeowners to remotely manage utility usage. It’s crucial for delivering the most value possible to those who matter most: end-users.

For decades, we’ve been trying to eliminate a primal dependency on hardware. To finally break the silos associated with hardware, companies must begin setting themselves up to support any-to-any communication. In this environment, all services can virtually run anywhere across multiple sources of hardware that can be geographically dispersed.

Now that we know what can be done about legacy systems (transition to an open, software-enabled, meshed architecture), let’s discuss how companies can successfully integrate digital into their existing environment to transform business. Stay tuned for more.

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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.