17 Jan

Avaya and FatPipe Partner to improve customer mobile experience

Toll Free is still popular, but using a mobile provides new challenges

Toll-free numbers aren’t going away any time soon. Companies still use them to connect customers to their contact centers. What’s different from a few years ago is that most contact center calls now come from mobile devices. And while companies are confident that they’re providing a good mobile experience, their customers don’t often feel the same.

One problem contact centers face is having to pay for each call going through a toll-free line, whether it originates from a smartphone or a landline. This significantly adds to a company’s operating expenses. The Avaya Mobile Experience (AME), launched in 2018, addresses this problem by lowering toll-free and agent costs. The cloud-based service can send incoming calls directly to a contact center without passing it to a fixed network.

AME identifies when a call is coming from a mobile phone, transfers contextual information on the caller to a contact center, and deflects calls to the mobile web for a richer customer service experience. If a caller chooses that option, the toll-free call ends and they receive a link for personalized access to a website. Customers can then use self-service tools like chatbots or a combination of voice, video, and co-browsing.

SD-WAN provides better visibility

With the proliferation of smartphones, consumers have come to expect a seamless digital experience. When dialing a toll-free number, they want agents to know who they are and have additional context that could speed up the call. AME was designed with those needs in mind. It collects customer information to assist contact center agents, so they can handle a call more efficiently if a customer prefers to interact via voice.

Greater multichannel engagement equips companies with valuable insight about customer behavior. But to pull it off, companies need a reliable network that prioritizes voice over IP (VoIP), video, and other real-time traffic without dropping sessions. By deploying a software-defined WAN (SD-WAN), companies can have better visibility into their network. An SD-WAN performs over any type of transport—including MPLS, broadband, cellular, and satellite—and selects an optimal path for each data packet.

A SD-WAN infrastructure needs reliable internet connectivity with sufficient bandwidth. SD-WANs provide operational flexibility, but also create complexities that stem from implementing WAN load balancing for internal, internet-facing, and mobile workloads. Thus, they require monitoring and tuning internet throughput for performance. A SD-WAN infrastructure must also include secure access to mobile devices as traffic is transported outside the firewall.

FatPipe and Avaya Mobile Experience (AME) helps improve overall customer experience

FatPipe, a provider of intra-corporate WAN solutions, has developed a secure multi-path VPN (MPVPN) to be implemented for hybrid WAN. It supports bidirectional quality of service (QoS), which monitors the sending and receiving of calls/sessions. An advanced routing architecture that utilizes MPVPN can correct up to 15 percent packet loss on diverse circuits simultaneously, while maintaining toll-quality calls and seamless failover.

Contact centers with mobile customers looking to migrate away from high cost MPLS circuits, now have the option of deploying FatPipe’s dual-path SD-WAN for AME. FatPipe and Avaya came up with a combined solution that equips contact centers with a hybrid WAN mobile infrastructure, which can reduce toll call expenses by up 40 percent annually, per FatPipe.

Call center response is vastly improved

The vendors formed a global alliance to help contact centers achieve those cost savings through joint product verification, pre-integration, and certified solutions. Beyond cost savings, the vendors see companies bridging an existing technology gap.

Companies that implement FatPipe’s SD-WAN with AME can control, monitor, and maintain multiple WAN connections, eliminating the need for Internet Service Provider (ISP) management. As a result, smartphone users get more self-service options on a hybrid network that’s flexible and can accommodate new cloud-based applications.

Contact FatPipe Networks at 801-683-5656 x 1224 for more information.  www.fatpipeinc.com.

29 Oct

SD-WAN Growing Use Cases for the Cloud

SD-WAN: Growing Use Cases for the Cloud

It’s remarkable how fast software-defined wide-area networking (SD-WAN) has gained momentum. Many people ask why. The answer is: SD-WAN is expanding the functionality of automating and management access to cloud applications.

The primary trigger for the growth and interest in SD-WAN is the shift, over the past decade, of a massive amount of applications to the cloud (both private and public). Networks in the client-server era were built to access applications that were housed either at an enterprise site or, more rarely, in a private data center. But the cloud shifted the game — creating the need for fast access to applications wherever they reside, including the cloud when accessed across the Internet.

Cloud Connection Challenges

From the CIO or CTO’s perspective, cloud has many benefits but also presents many challenges from the network and security point of view. Cloud applications can speed the velocity and agility of IT, enabling your workforce to connect and build on new applications on demand.

But the challenge is that you need to build a new infrastructure to support these cloud applications. There are several challenges to connecting your workforce to this new world of agile cloud applications. Here are a few:

Application Performance: Cloud means there are many routes for workers to connect – and generally they do so using the network, not always under control of the corporate network. They could be using Internet broadband to connect to a cloud application or they might be on a corporate WAN. SD-WAN technology can add network intelligence to the corporate WAN to recognize which applications are being accessed and connect them in the most efficient, cost effective way. It can provide Internet breakout to make sure that general Internet traffic is not routed through expensive private data-center connections (such as MPLS). And furthermore, SD-WAN technology can be used to connect directly to recognize the most common cloud applications (Microsoft Office 365, Salesforce), and connect to application-specific gateways that speed up applications access.

Security: With the increased use of the Internet and cloud technologies, it’s harder for IT staff to assure security when employees are using the network to connect to the cloud. SD-WAN can enable additional network visibility and security functions that assure that cloud applications are being accessed in a secure way. More importantly, by enabling network branches and endpoints with SD-WAN, IT staff can gain more insight into how the networks are being used and implement security policies.

Agility and Automation: In the hardware-based WAN world, networks were connected with complicated hardware configurations and leased lines, making changes to the network topology and architecture difficult. In order to connect to the cloud, a more responsive network is needed to gain control and visibility over cloud connections. With SD-WAN, networks can be more quickly orchestrated and changed using software, increasing the speed with which IT and networking staff can respond to changing business demand. In addition, SD-WAN deployments can often be set up using software-based automation tools such as templates.

End-User Attraction: Making Life Easier

What’s most powerful about SD-WAN is that it has the potential to solve several of these challenges at once, by providing an integrated, software-driven platform for automating network policy and applications.

Cloud applications mean that traffic flows within the network have drastically changed and become inefficient. The technology to handle these new traffic flows is embedded in many SD-WAN platforms.

SD-WAN emerged with a few use cases anchored to the need for fast cloud access, but those use cases are now expanding, according to Futuriom research.  That is because the WAN is a key enabler — and also possibly stumbling block — for cloud applications.

So how exactly does SD-WAN do that? The MEF, a global industry alliance comprised of more than 150 networking technology and service-provider organizations, is working to reduce the confusion surrounding SD-WAN technologies and solutions. As part of their work the MEF has identified the following as being fundamental capabilities of SD-WAN managed services:

  • Secure, IP-based virtual overlay network
  • Transport-independence of underlay network
  • Service assurance of each SD-WAN tunnel
  • Application-driven packet forwarding
  • High availability through multiple WAN links
  • Policy-based packet forwarding
  • Service automation via centralized management, control and orchestration
  • The MEF also identified some value-added services that are beyond the fundamental SD-WAN service offering. This includes WAN optimization and advanced security services.

These expanding capabilities of SD-WAN show why it’s growing so fast – it’s become the Swiss army knife of WAN automation and management. This is why IT and network managers have taken a liking to the approach is that streamlines the management of many of challenges posed to given users a better experience in connecting to the cloud.

FatPipe Networks has been developing and delivering traffic management solutions for over 17 years and was “SD-WAN before SD-WAN was cool”- Gartner.   With 12 seminal patents and a comprehensive suite that addresses any SD-WAN need, FatPipe Networks is a must for any WAN administrator considering or updating their WAN traffic management needs

01 Oct

SD-WAN can jump start digital transformation initiatives

SD-WANs can jump start digital transformation initiatives

ZK Research data shows that 94% of companies have at least one digital transformation initiative underway. The research firm also found that a shocking 75% of CxOs admittedly do not know what their industry will look like or who their competitors will be in five years. This means that success in the digital era isn’t based on the company that has the lowest prices, best products, or even the top people.

Sustaining a market leading position is predicated being agile and having the ability to quickly adapt the business to seize new opportunities faster than the competition. The digital era is Darwinism at its finest – it’s the most adaptable that survives and the rest are fodder for the winners. This is why the transition to digital is at the top of every CxOs priority list.

While the concept of becoming digital makes sense, executing a plan to transform can be quite intimidating for most organizations, particularly well established businesses that haven’t relied on technology in the past, as there’s a perception that digital transformation requires big moonshot-like initiatives and investments.  Retailers believe they need to Amazon over night while taxi and car service companies want to Uber up. The fact is, while there is urgency, there’s no need to try and make that hard pivot overnight.  In fact, moonshots often fail and business and technology leaders need to understand that digital transformation is more about executing manageable chip shots rather than complex moonshots.

The chip shot reference should make it clear that I’m an avid golfer and I’ll extend the analogy further by pointing out digital transformation should be done one shot at a time and SD-WANs can facilitate that. For example, a bank might put a futuristic plan together for “digital banking” that involves a number of new technologies, such as virtual reality, digital signs, Internet of Things, digital mirrors and other advanced technology.  One might look at the end game and find the journey so daunting that it paralyzes them.

A better way to approach this type of digital plan is through a series of smaller initiatives where the deployments can be controlled and managed the ROI easily calculated. For example, the bank may choose to put video terminals in an office at all branch locations, allowing customers to talk directly to product experts, even if that branch has no local personnel with that knowledge base. This is a small, manageable change that’s easy to implement with a measurable ROI.  Without video, experts travel from branch to branch limiting the number of appointments per day to just a few.  With video, product experts can be available all day long giving the bank the ability to sell more products to more people.

What does SD-WAN have to do with this?  The answer is everything! We live in a customer experience driven world where a good customer experience leads to loyalty and a higher share of wallet.  A bad experience will drive customers away, perhaps never to return. One interesting factoid that supports this, comes from ZK Research, which found that two-thirds of millennials changed loyalties to a brand in 2018 because of a single bad experience.

Here is where a little SD-WAN will pay big dividends as video requires a high quality, low latency and jitter free network. Imagine being in a bank, sitting a high end customer down in front of a terminal only to experience a horrible video experience. That customer may never try and service again.  Instead of fueling customer acquisition might be chasing them away.  Also, the bank may be less likely to recommend it, giving the impression the project was a waste.

The key takeaway here is that success with digital transformation is dependent on network modernization, particularly the WAN where bandwidth isn’t a bountiful commodity. Businesses require an agile, secure and dynamic network capable of supporting whatever applications are deployed.  Legacy WANs cannot support digital businesses, but SD-WANs are built from the ground up with agility and flexibility in mind. With the banking example, the video service requires flawless connectivity and SD-WANs can automate the process of prioritizing traffic or reserving bandwidth to ensure the quality remains high. When the call is over, the reservation on bandwidth needs to be removed to not impact other applications. These processes on a legacy network, using manual processes are slow, time consuming and error prone and will likely lead to application problems. SD-WANs make this touch free.

The digital era has arrived and IT leaders need to be prepared.  This requires agility and dynamism at the network layer as it’s the resource that connects everything. SD-WANs create a foundation that enables businesses to accelerate their digital efforts.

FatPipe Networks have been developing and innovating SD-WAN solutions for 18 years.  For the best of breed SD-WAN solutions, call FatPipe today at 801-683-5656.  FatPipe Networks www.fatpipeinc.com

 

 

24 Sep

What’s in an SD-WAN?

What’s in an SD-WAN?

By R. Scott Raynovich, Principal Analyst Futuriom

Software-defined wide-area networking (SD-WAN) technology combines many desired enterprise networking features – including security, bandwidth optimization, and application acceleration – and delivers them with a cloud-managed networking architecture.

One of the primary benefits of SD-WAN technology is that it implements new network services and features in software, without requiring hardware upgrades. Enterprise and service-provider buyers are interested in the multiple benefits of SD-WAN, including improving and managing broadband Internet, reducing network costs for both connectivity and operating expense (opex), and improved management and automation. Service providers are aware of this trend and are scrambling to put together managed services offerings, as their MPLS offerings will clearly be replaced by SD-WAN services in the long term.

The Network’s Cloud Evolution

One of the big trends with information technology is the move to the cloud. Enterprises now expect to buy IT services, on-demand, from the cloud. The network is moving to the cloud as well. Enterprise network managers seek the agility and flexibility of managing their network from the cloud, while at the same time getting locked into proprietary equipment on expensive private lines. Gains in Internet availability and bandwidth optimization technology, such as WAN optimization, de-duplication, load-balancing, and link balancing, have become more sophisticated, enabling enterprises to leverage Internet broadband for business applications. This is driving the rapid expansion of the SD-WAN market, which provides all of this functionality in a cloud-delivered model

The Network’s Cloud Evolution

Futuriom’s ongoing interviews with enterprise end users as well as service providers delivering SD-WAN reveals the following goals in connecting the WAN in these new cloud environments:

  • Optimize and accelerate WAN traffic to the cloud
  • Improve overall network security
  • Reduce costs related to WAN bandwidth
  • Leverage multiple access technologies such as fiber, DSL, and wireless
  • Increased flexibility in CPE so that management can be outsourced or updated with software-only upgrades
  • Improve capability to purchase, provision, and manage network services via the cloud, using software

Customers can solve all of these problems with a single SD-WAN offering that addresses these challenges with specific features. Take a look at the features that can now be typically included in an SD-WAN package:

Let’s highlight why all of these SD-WAN features are important.

Router replacement and Open CPE: Managing proprietary hardware and customer premises equipment (CPE), including branch-office routers, can be expensive and time consuming. SD-WAN can be used to simplify the deployment and management of CPE – especially if you are a retail company that has to manage hundreds or thousands of branches. SD-WAN functionality can be delivered on open, commercial off-the-shelf (COTS) hardware and managed from the cloud, helping to streamline and automate management.

Enhanced Security and Cloud VPN: One of the allures of SD-WAN technology is that it can be used to deploy a virtual private network (VPN) as a software overlay using end-to-end encryption. This helps meet security requirements for businesses that may want to connect branch offices or retail outlets but also have high security requirements. But SD-WAN platforms can also be used to deliver value-added security services such as stronger encryption, malware detection, and intrusion detection services (IDS). Security is becoming an important checklist item for SD-WAN.

WAN Optimization: SD-WAN can be used to improve the performance of applications on the network. WAN optimization, once a discrete function delivered with a hardware or software appliances, is being integrated into SD-WAN functionality. Many SD-WAN technologies include WAN optimization functionality and we expect this to be a checklist item in SD-WAN deployments.

Application Performance Enhancement: Cloud WAN solutions can be built that optimize access to cloud applications by monitoring traffic and routing higher-priority business applications ahead of leisure services such as Netflix and YouTube. Additionally, many WAN services can peer directly with cloud services to offer a “fast lane” to the business applications. These techniques can be used to “offload” enterprise WAN backhaul, routing cloud traffic directly to the source using a combination of broadband technologies. This will also have the effect of challenging the traditional ADC model of providing these services as part of a discrete hardware device. In addition, some SD-WAN vendors are working with cloud vendors to set up specialized cloud gateways and POPs in cloud datacenters to provide more direct access to cloud applications.

Cloud Management: As we have outlined, SD-WAN functionality can be deployed using COTS hardware and then managed from the cloud. This means that new network features, functionality, and updates can be managed with software over the network, rather than forklift upgrades, yielding a network-as-a-service model.

The SD-WAN market is now rapidly moving to customer deployments and accelerating because it delivers a more flexible, agile, and feature-rich platform to manage the enterprise WAN. Futuriom believes that in 2019 the market will continue to accelerate and drive into the billions of dollars, as it replaces some legacy technologies for VPN, ADC, edge routers, and firewalls. The market is consolidating around software-delivered and adaptive WAN services that can connect either through thin customer clients or industry-standard CPE.

FatPipe Networks have been selling software defined networking solutions for over 20 years and have specialized in providing customers with best of breed security, (one of the only SD-WAN providers with FIPS 140-2 government certification) reliability, flexibility (can support up to 15 interfaces in one device) and is easy to manage, providing a single pane interface view of the entire network.

FatPipe Networks www.fatpipeinc.com

29 Mar

The Intelligent Edge-where are we today?

What is it, and where is it going?

Most WANs of today still use routers and technology that, at the time, served a purpose and provided a mechanism to expand the network to remote branches and locations across the world using MPLS or similar protocols.

But times have changed.  Traffic on WANs has increased by almost 10 fold in the last 15 years.   T1 was “revolutionary” many years ago, providing speeds of a blistering 1.5Mb/s.    Today, this throughput is not going to make the grade in 99% of WANs.   Fiber, or optical networks can reach speeds of over 100Gbps.   It is like buying a new car every 5 years.   You see the features and you want them, as do network administrators.  

So what is the “Intelligent Edge?”  

First, what really is “the edge”?  A definition from Wikipedia is “an edge device provides an entry point into enterprise or service provider core networks.  It can be thought of as a router that provides authenticated access to faster more efficient backbone and core networks.”     Essentially, “the edge” of any network is thought of to be a place where you generate, collect, and analyze data on the edge of the network where the data is generated rather than in centralized servers and systems.   Computation is largely or completely performed on a distributed device node known as smart device or edge device.  

OK – so now we understand “what” the edge is, so what is the “intelligent edge?   As Wide Area Networks grew and became more complicated with more and more devices being attached, both hard wired, wireless and remote, the need for bandwidth increased, dramatically. 

Today – there are almost 24 Billion devices connected to the internet with the expectation of 50 billion by 2020.    Think of the “intelligent Edge” as a place where computing occurs.   It is “intelligent” because there is technology there that has ability to control, analyze and compute.   This can be a manufacturing floor, a farm crop field, a city, your home, power plant, sports arena, your car, in the air, or under the sea.  These interrelated computing devices or objects are referred to as the Internet of Things (IoT) and these devices are driving how and why the “intelligent edge” is becoming a key focus for network managers.   This intelligent edge connects these devices, performs analytics, computes, and can control actions that were formerly confined to the central or cloud based data centers. 

The usage and access demand is what is driving “edge” technologies and solutions.   It is much better to access the information and data as close to the connection point as possible.  

On average, users have 5 different devices to attach to the network.    Of course they expect to attach to a network and access the applications and data they need, instantly.   But this requires a network with agility, flexibility and “intelligence” to understand where the requests are coming from, how to manage the requests in the most efficient and effective manner possible and to provide reliable connectivity which, after all, is why sensors and monitors are being installed in machines such as wind turbines, to monitor vibration, wear and operating effectiveness, and help prevent brownouts or blackouts.    However, without constant and reliable connectivity, the data provided by these sensors would be “lost”.

The un-intelligent router in all its forms is struggling to find relevance in this scenario. The availability of ethernet handoff is killing the router business. They are trying hard to find relevance in this scenario.

So where next for the “intelligent edge”?  

As stated earlier, more and more devices are being connected and more and more data being collected on a multitude of things to help streamline decision making to prevent downtime or in the worst cases, failure.    

Networks of the future are going to be driven by the need for instant information, instant decisions, and instant remediation.   All of which is why the “intelligent edge” will become a mainstream “product” in the design and implementation of ANY network.      Having said that, what does this mean for networks of today, and what should the administrators plan for to embrace these changes?

Let’s look at the current most important issues faced by network administrators and how embracing intelligent edge devices will affect how these issues might be dealt with.

Firstly – Security:

Many recent surveys suggest the number one issue faced by network administrators worldwide is, security.  Security of data, whether in transmission or stored somewhere is critical.    We just have to look at the problems faced with social media company data breaches, credit card company breaches and others to know that data security is by far and away the number one issue.  Can the “intelligent edge” help?  Yes and no.   It is not the “edge’ that can prevent hacking, it is the underlying software that transmits the data that is key.    The transmission of data across the network, from edge device or user to data center to other devices, needs to be secure.   Administrators need to deploy software solutions that provide highly secure data transmission, and that includes data from the edge.    The intelligent edge, does however, compute locally and provides a more local management issue, rather than a broad network security issue.

Second:- Ease of Management:

Believe it or not, the costs of recruiting, training, certifying and managing skilled IT staff is becoming a major issue for any business.   The days of paying for continuing education and propriety certification are waning.   Today, administrators are looking for solutions that are easy to manage, especially when devices and or offices are remote.   The Intelligent Edge should be simple, easy to install and manage remotely, and for the most part, this is true once the devices are installed.

Third: – Compatibility with existing networks:

Organizations are reluctant to rip and replace their networks.   If a solution can augment existing installations, administrators will look favorably at these recommendations.  So, does the intelligent edge help with these decisions?    Certainly, as they can use existing infrastructure provided there is an underlying software that can manage data transmission and device access securely and reliably.  

Fourth: – Network performance:

Latency, bandwidth, reliability, duplication and overall cost of the network are all top of mind.  Intelligent edge devices cannot perform or provide the benefits they claim to bring to a business if the underlying network is slow, unreliable or using legacy systems that are slow and difficult to manage or update.    The Intelligent Edge is only going to be as good as the network infrastructure it is connected to.  The bottom line here is to make sure the network is configured to take advantage of intelligent edge device data.    

So now what?

The Intelligent Edge is certainly something that can help network administrators predict the future more accurately.  The more data these devices provide, the better the decision will be on how to use this information, and with the advent of AI, this information can be acted on immediately, providing “instant” remediation or feedback that helps businesses learn what we like, when equipment may malfunction, where to route data to avoid a line failure, how to prepare for the best solution, and even where we might choose to travel to next.

So just install intelligent edge devices and move on?   Stop!    Read this first!

Earlier in this article, we mentioned the need for the underlying network infrastructure to be “intelligent edge” ready.    Remember, you can have all the sensors and monitoring services available, but if the data they produce is not getting to the right places at the right time, you are back to square one.    Adding more devices or “edge services” does not make network administration easier unless you have the right network solution to take advantage of these benefits.

Without installing software solutions to monitor and manage your edge devices, the “intelligent edge” becomes another user on the network.   In order to take advantage of the many benefits the “intelligent edge” provides, you need to make sure your network is ready.   

It must be ready to:

  • Transmit data from all devices, including the
    intelligent edge devices, securely and effectively, without user intervention.
  • Proactively route data on the best available
    link in times of congestion
  • Automatically failover in a sub second if a
    connection should fail
  • Use all and available bandwidth proactively and
    intelligently, without having to reconfigure the network
  • Automatically detect and remediate attempts to
    breach the security of the network
  • Be managed easily and simply from a single
    point, with zero touch provisioning for remote branches.

FatPipe Networks has been providing network solutions for over 15 years and is the only company with a patented security module that is FIPS 140-2 certified, providing military grade security for traffic across the WAN or across broadband networks.   FatPipe solutions give administrators the comfort of the highest SD-WAN security available.

Fatpipe patented technologies have eliminated the need for BGP routing, and with it all the delays in inefficiencies of route propagation. Fatpipe brought intelligence to the edge.

Using FatPipe’s single pane GUI management tools, administrators can not only see exactly what their network looks like, but with FatPipe’s QoS, they can prioritize application access no matter where the application resides, in the cloud or locally.   In addition, FatPipe’s solutions allow for load balancing over multiple links, including Cable, DSL, MPLS, DIA, 3G, 4G, 5G LTE and satellite.  FatPipe’s management tools are easy to use, requiring basic IT skills saving companies’ significant time and IT staff educational costs.

FatPipe has always been a company serving network administrators.   FatPipe was providing WAN SD-WAN solutions long before SD-WAN became a buzz word.  The solutions are built to work with existing LAN and WAN infrastructures and protocols.  In fact, FatPipe is the only SD-WAN vendor to support up to 40Gbps bandwidth and up to 15 interfaces.  

FatPipe Networks:  801-683-5656 x1224.