Eric Bauer, Product Director UC Taming the UC Jungle with Prognosis Leveraging industry insight and best practices to achieve operational excellence in the complex world of UC May 2014 About Integrated Research 10+ years communications monitoring experience Over 1,000 enterprise customers worldwide More than 15 million phones under management Avaya Sponsored & Recommended solution First Lync Qualified (certified) QOE Management Solution Multiple 100K+ phone deployments Largest Lync EV Deployment uses the Prognosis Solution Strategic relationships with major UC vendors IR is profitable, debt-free and growing “ “ Prognosis is Avaya’s selected solution for realtime voice quality performance management. John Cato, Portfolio Leader, UC Management and Monitoring, Avaya 360° performance management Agenda • Welcome to the Jungle • Heading deeper into the Jungle? • Lync Truths • Understanding the Challenges • Lessons Learned 360° performance management Welcome to the Jungle SMART Lync Room Systems Network and Wireless Wireless Headsets Unified Communations Managed API Skype User Adoption Desktop Client Communications Enabled Business Process Automation Desktop Video End User Devices Multi-Media Contact Center On-Premise and Hosted Audio / Video Conferencing 360° performance management Where is Lync headed? 70% of F500 in 2011 Continued Fastest Growing MS Enterprise Product 30% Revenue Growth quarter over quarter 2.5% market share 2012 130 108% Over 5 million EV seats deployed as of 2013 Q3 90% of F500 in 2013 Certified Lync support partners worldwide market share growth 2013 to 2014 5.1% Market Share April 2013 106.5% market share growth 2012 to 2013 3yr Gartner UC Magic Quadrant Leader 360° performance management Lync Truths Lync is inherently multi-platform: COTS Hardware SIP Trunks Gateways Session Border Controllers Exchange Unified Messaging Partner Contact Centers Mobile Clients Lync can be a PBX replacement Lync is more than a PBX replacement: Unified Presence Instant Messaging Desktop Video Archiving and Compliance Audio & Video Conferencing Enterprise Voice File Transfer Lync can support an enterprise’s entire voice & UC workload 360° performance management Lync Truths Broad Cross Domain Expertise: Ecosystem & Use Case Complexity: External Users Edge Servers Mediation Servers MS SQL Databases Application Interaction Federation Hardware Dependencies MS Exchange Voice & Video Server & OS Public IM System Integration Mobile Client via Wi-Fi Network & Firewalls PSTN 80% of Lync support issues have a root cause outside of Lync itself 360° performance management Understanding the challenges “90% of CIO’s have UC related investments planned within the next year.” “62% of IT projects fail to meet their schedules with a further 41% failing to deliver the expected business value and ROI” Telephony Unified Messaging Contact Center A/V Conferencing IM & Presence SIP UC Video 360° performance management Operational Maturity Today “UC issues take 3x longer on average to identify [than network]” “IT incident escalation calls include an average of 8 people” Initial Alert / Incident Users Systems Increased maturity = decreased cost Service Aligned 2.35 Automated Operations / Tier 1 Proactive Reactive Chaotic Service Desk NOC Operational Maturity 80% Server Teams Network Teams Voice Teams Engineering Engineering Teams Teams Operational Maturity “80% of Mean Time to Repair is Mean Time to Identify / Convince.” Operations Tier 2+ Triage “79.3% of UC incidents are reported by users today.” 66% Escalation Calls “66% of all IT incidents are reported by users vs. existing systems.” System Complexity People, Process, Technology Avg 8 ppl Time (5 years) 360° performance management Value of Operational Maturity Through 2013 Significantly Reduced Operating Cost Improved Availability & Performance Sustained Business Agility Source: Gartner (September 2013) Through 2018, I&O organizations with an average ITSIO over Level 3 will realize greater than 20% cost savings in their I&O operations. 360° performance management Typical UC Ecosystem Virtualized Layer 360° performance management Lync Architecture 360° performance management Lync Architecture (Reality) 360° performance management Lync Mobile Client Voice Call routing [email protected] (Moves from WiFi to LTE) Internet PSTN/ GSM MPNS Alice’s setting: RequireWi-FiforVoIP Forward Proxy Reverse Proxy Enterprise Media Gateway EDGE (SIP) EDGE (SIP) DMZ Media Flow Exchange Online [email protected] PNCH Services Make call Fallback to PSTN Mediation Server Pool 1 Pool 2 Lync Web Components (UCWA, AutoD) Lync Server Pool 3 HTTP SIP Media PSTN 360° performance management Lessons from the Jungle… During Deployment: Pre-Deployment: Baseline Site Testing Adoption Planning Measure Adoption Phase Planning Educate Monitor Ecosystem Ask Questions! Architecture Design Stages of Functionality Public / Private Cloud Review & Repeat Phases, Phases, & Phases Leverage Lync SDN API Watch out! Lync usage grows very fast. 360° performance management Lessons from the Jungle… Minimize Expensive Outages Proactive Insight Improve User Satisfaction & Acceptance Successful Deployments Optimize IT Operations & Infrastructure Reduce MTTR Forensic Analysis “I never knew it was possible to see end-to-end calls across SBCs, Avaya, and Lync in a single display. Now I can’t imagine supporting my UC environment without that visibility.” - Director of Operations, Major Computer Manufacture Capacity Planning & Reporting “The Prognosis solution helped us move from the legacy NOC to a more comprehensive SOC.” Customer Success Plan - SVP Voice Engineering, Healthcare 360° performance management Lessons from the Jungle… Prognosis is used to manage the largest Lync deployment in the world at 450K enterprise voice users and was selected for its breadth and depth of visibility. 360° performance management Lessons from the Jungle… 360° performance management Lessons from the Jungle… 360° performance management