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Leveraging industry insight and best practices to achieve operational excellence in the complex world of UC Taming the UC Jungle with Prognosis May 2014 Eric Bauer, Product Director UC Slide 2 360 performance management 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 Avayas selected solution for real- time voice quality performance management. John Cato, Portfolio Leader, UC Management and Monitoring, Avaya Slide 3 360 performance management Agenda Welcome to the Jungle Heading deeper into the Jungle? Lync Truths Understanding the Challenges Lessons Learned Slide 4 360 performance management Welcome to the Jungle SMART Lync Room Systems Desktop Video Unified Communations Managed API End User Devices Multi-Media Contact Center Communications Enabled Business Process Automation User Adoption Skype Audio / Video Conferencing Wireless Headsets Desktop Client Network and Wireless On-Premise and Hosted Slide 5 360 performance management Where is Lync headed? Fastest Growing MS Enterprise Product 70% of F500 in 2011 Continued 30% Revenue Growth quarter over quarter Over 5 million EV seats deployed as of 2013 Q3 90% of F500 in 2013 5.1% Market Share April 2013 108% market share growth 2013 to 2014 2.5% market share 2012 3yr Gartner UC Magic Quadrant Leader 130 Certified Lync support partners worldwide 106.5% market share growth 2012 to 2013 Slide 6 360 performance management Lync Truths Lync is inherently multi-platform: COTS Hardware Gateways SIP Trunks Exchange Unified Messaging Session Border Controllers Partner Contact Centers Mobile Clients Lync can support an enterprises entire voice & UC workload Lync is more than a PBX replacement: Unified Presence Instant Messaging Desktop Video Archiving and Compliance Enterprise Voice Audio & Video Conferencing File Transfer Lync can be a PBX replacement Slide 7 360 performance management Lync Truths Ecosystem & Use Case Complexity: External Users Mediation Servers Edge Servers Public IM System Integration Federation Mobile Client via Wi-Fi PSTN 80% of Lync support issues have a root cause outside of Lync itself Broad Cross Domain Expertise: Voice & Video Network & Firewalls MS SQL Databases Application Interaction Server & OS Hardware Dependencies MS Exchange Slide 8 360 performance management Understanding the challenges UC IM & Presence A / V Conferencing Unified Messaging Telephony Contact Center SIP Video 90% of CIOs 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 Slide 9 360 performance management Operational Maturity Today Engineering Teams Operations / Tier 1 Systems NOCService Desk Initial Alert / Incident Users 66% of all IT incidents are reported by users vs. existing systems. 79.3% of UC incidents are reported by users today. 66% Escalation Calls IT incident escalation calls include an average of 8 people Avg 8 ppl Operations Tier 2+ Network Teams Triage Voice Teams Server Teams 80% of Mean Time to Repair is Mean Time to Identify / Convince. UC issues take 3x longer on average to identify [than network] 80% Engineering Teams 2.35 Operational Maturity Chaotic Reactive Proactive Auto- mated Service Aligned Increased maturity = decreased cost System Complexity People, Process, Technology Operational Maturity Time (5 years) Slide 10 360 performance management Through 2018, I&O organizations with an average ITSIO over Level 3 will realize greater than 20% cost savings in their I&O operations. Through 2013 Significantly Reduced Operating Cost Improved Availability & Performance Sustained Business Agility Source: Gartner (September 2013) Value of Operational Maturity Slide 11 360 performance management Typical UC Ecosystem Virtualized Layer Slide 12 360 performance management Lync Architecture Slide 13 360 performance management Lync Architecture (Reality) Slide 14 360 performance management Lync Mobile Client Voice Call routing Reverse Proxy Forward Proxy EDGE (SIP) PNCH Services MPNS Pool 1Pool 2Pool 3 Lync Web Components (UCWA, AutoD) DMZ Enterprise Internet PSTN/ GSM Media Gateway Mediation Server Lync Server HTTP SIP Media PSTN Exchange Online Make call Alices setting: RequireWi-FiforVoIP Media Flow Bob@contoso.com Alice@contoso.com (Moves from WiFi to LTE) Fallback to PSTN Slide 15 360 performance management Lessons from the Jungle Pre-Deployment: Site Testing Adoption Planning Ask Questions! Architecture Design Phase Planning Stages of Functionality Public / Private Cloud During Deployment: Review & Repeat Phases, Phases, & Phases BaselineMeasure Adoption Leverage Lync SDN API Monitor Ecosystem Educate Watch out! Lync usage grows very fast. Slide 16 360 performance management Reduce MTTR Proactive Insight Capacity Planning & Reporting Customer Success Plan Forensic Analysis Optimize IT Operations & Infrastructure Improve User Satisfaction & Acceptance Minimize Expensive Outages Successful Deployments The Prognosis solution helped us move from the legacy NOC to a more comprehensive SOC. - SVP Voice Engineering, Healthcare I never knew it was possible to see end-to-end calls across SBCs, Avaya, and Lync in a single display. Now I cant imagine supporting my UC environment without that visibility. - Director of Operations, Major Computer Manufacture Lessons from the Jungle Slide 17 360 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. Slide 18 360 performance management Lessons from the Jungle Slide 19 360 performance management Lessons from the Jungle