Show Guide INSIDE Show INCOGuideMP INSIDE

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September - October, 2016

www.channelvisionmag.com

TheThe LayersLayers ofof Contact center SD-WANSD-WAN intelligence

MSP models Smart cities

PartnerPartner DataData ManagementManagement PARTNERS TRUST BULLSEYE FOR MAKEHOSTED PBXA MILLION NATIONWIDE IN 201617-Years WITH of Experience BULLSEYE Professionally Installed Solutions WE’LL SHOWNationwide YOU EXACTLY Coverage HOW... PICK YOUR PAYOUT

“My first check was over $25,000. I never YES, It’s True! Partners thought I’d have3X+ the opportunity to close just like you saw6X this ad 23%deals of that size.”15% , Chicago MSP and made a millionMRC with MRC MRC BullsEye. Here’s how: “BullsEye’s support is second to none. The Channel Managers know how to advance sales.” » Proven system to sellUpfront big accounts Residual , ComboCalifornia VA R » Assigned support team Payouts require a three-year commitment. Business rules apply. » Travel to appointments with you nationwide “I did not know what a “POTS” line was at first, but I earned $350,000 on upfront bonuses » Executive sponsorship Bundle with POTSalone, Lines,with coaching from BullsEye.” , California, Point-of-Sale Company » Assigned pre-saleBroadband team or Managed Services » Assigned post-sale implementation team It’s time to cash in“Working on Hosted. with a multi-location provider with » Marketing support – Direct mail and email BullsEye’s extensive portfolio really opened Contact your Channelsome Manager crazy big or deals call for me. In 2015, I made marketing campaigns, webinars and special events over $120K and I’m just getting started.” 877-298-4539 , North Carolina, Channel Partner

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trust_bullseye_ad_channel_vision_8_125x10_875.indd 1 7/15/2016 10:50:44 AM l linkedin.com/company/firstlight-fiber t twitter.com/firstlightfiber September - October 2016 CONTENTS 30

22 36

REPORTS REGULARS 22 Separating the Layers Al ternate Views Channel Management It’s unlikely SD-WAN will replace the role MPLS 6 Carrier SDN 86 Partner business reviews plays in enterprise wide area networks, but the role it does play is increasingly important in to- Data Points On the Map day’s networks 8 Numbers worth noting 88 RBOC operations By Martin Vilaboy Direct FeeD Profile 30 Funnel Vision 10 Poor contact 89 FirstLight second phase Partner portals are really just a starting point. Pro- 10 Security outsourcing gram data management is the next key to effec- 12 CarrierSales partner event 90 Advertiser index tive partner enablement and management. 16 FedRAMP up By Tara Seals 16 Ethernet shake-up 18 Partner messaging 36 Omni-Channeling The case, and sales pitch, for intelligence in the International Agents contact center. 76 Smart cities By Martin Vilaboy 80 Statflash: Global UC 84 PTC Corner: New normal 73 Next-Gen Enablers As organizations move to mobile and the cloud, MSPs find their opportunities. By Tara Seals

4 ChannelVision | September - October, 2016

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6% 4% Implemented 11%

Expanding implementation Personalize the Customer Service Experience Planning to implement in the next 12 months 15% Technology Already Deployed by Cities 70% 64% 61% Best-in-Class All Others Interested but no plans to implement (percentage of cities) 49% 46% within 12 months 82% 50% 38% Not interested 40% 26% LED/other energy-efficient lighting 62% 30% Don’t know Low-energy buildings 62% 24% Energy-efficient appliances/ 10% pumps/other systems 53% Use customer contact Route customer cases Use self-service Source: Forrester Consulting Hybrid vehicles information to direct based on complexity and data when forecasting 47% customers to the right nature of issue agent demand Solar electric generation channels Compressed natural 31% Source: Aberdeen Group gas (CNG) vehicles Energy-efficent water 23% treatment technology How much of your Internet traffic that originates in your branch offices do you currently backhaul 22% to a data center before handing it off to the Internet? All-electric vehicles Methanecapture (landfills, biosolids) 21%

Solar hot water 19%

Geothermal 16% 2016 Focus on the Agent Desktop to Create Happy Customers 18% 17% 12% 10% 7% 35% Waste-to-energy conversion 12% & Minimize Costs Cogeneration (combined heat & power) 11% Advanced biofuels 11% 8% 7.3% 7.2% Companies with agent desktop optimization programs Smart grids/smart meters 11% 6% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 4.3% 4.4% All Others Source: Ericsson 4% 0% Between 1% and 20% Between 21% and 40% 2.3% 2.2% 1.5% Between 41% and 60% Between 61% and 80% More than 80% 2% LETTER 0% Source: Webtorials North America UC Market by Delivery Method, -2% -1.0% 2013 - 2024 ($B) Carriers Moving Fast Year-over-year percent change -4% -3.4% Martin Vilaboy -4.5% Editor-in-Chief 25.00 -6% to SDNNumber of Customer Average Improvement Improvement [email protected] positive retention revenue per in average cost in average 20.00 mentions call per customer handle time Tara Seals Part of a throughlarger social move to automate their networks andcontact also transform internal media Contributing Editor Potential Cost Savings from SD-WAN processes, operationschannels and service offerings, three-quarters of carriers participating [email protected] 15.00 in the IHS Markit software-defined networking (SDN) survey say they have already ~$2100/Month Source: Aberdeen Group deployed or will deploy SDN in 2016. A full 100 percent say they will deploy the Percy Zamora MPLS - 10Mbps 10.00 technology at some point. Art Director Up to 90% That’s largely because service providers believe SDN will fundamentally change [email protected] ~$1100/Month reduction in WAN 5.00 telecom network architecture and deliver benefits in service agility, time to revenue, Internet 10 Mbps Berge Kaprelian costs operational efficiency and capex savings, said Michael Howard, senior research Group Publisher director carrier networks, IHS Markit. MPLS - 5Mbps ~$220/Month 0.00 [email protected] 2012 2013 2014 2015 2016 2017 2018 2019 2020 Internet 10 Mbps Global Carriers' Top SDN/NFV Applications Monthly Cost Per Site Hosted On-premise for Producing New Sources of Revenue Rene Galan Internet 10 Mbps Associate Publisher Source: Grand View Research Cost Per Year for 100 Sites [email protected] MPLS only Hybrid Dual Internet vCPE virtual Jennifer Vilaboy ~$2,520,000 ~$1,200,000 ~$264,000 managed services Production Director Per TeleGeography.com - Broadband vs. MPLS pricing for San Francisco Q4 2014. Median monthly price: Metacloud 10-20 Mbps Broadband $110/month, 10Mbps MPLS IP VPN + Local Access $2,100 Month. Europe UC Market Size, by Vertical 2012 - 2023 ($B)

Source: Silver Peak Systems Bandwidth 35.00 on demand Services Beka Business 30.00 Virtual Media private cloud Example Managed SD-WAN Solution 25.00 Elastic Berge Kaprelian INTERNET service chaining President and CEO 20.00 0% 10% 20% 30% 40% 50% 60% 70% 80% APPLICATION FIREWALL Neil Ende Percent of Respondents TRAFFIC 15.00 General Counsel Source: IHS Markit ROUTER Jim Bankes IP 10.00 “And these operators want SDN in most parts of their networks,” he continued. DATA CENTER Business Accounting APPLICATION Survey respondents’ top three SDN-targeted network domains for deployment by the ACCELERATION 5.00 end of 2017 are within data centers, between data centers and access for businesses. OFFICE BRANCH IP VPN Not that carrier network executives are throwing caution to the wind. The industry 0.00 is still in the early stages of a long-term transition to SDN and network functions Source: Telstra 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 Outsourcing Trend: IT Security virtualization (NFV) architected networks, said Howard. Carriers are “biting off small Enterprise Education Government Healthcare Others chunks of their networks,” or “contained domains,” in which they will explore, trial, Corporate Headquarters 745 N. Gilbert Road test and make initial deployments of SDN, said Howard. Suite 124, PMB 303 Source: Global Market Insights It will be many years before bigger parts of networks or entire networks are controlled Gilbert, AZ 85234 Voice: 480.503.0770 by SDN, but Howard pointedAbout to a few operators that are leading the way including AT&T, What are the primary advantages that would drive Level 3, Colt, Orange Business Systems, SK Telecom and Telefónica, among others. Fax: 480.503.0990 Same [email protected] your company to implement an SD-WAN? The top barriers in this year’s survey are the lack of carrier-grade products and integration of virtual networking41% into existingIncreasing physical networks. Primary drivers for © 2016 Beka Business Media, All rights reserved. Global UCaaS Revenue by Region 59% Reproduction in whole or in any form or medium 16% service provider SDN investments and deployments are simplification and automation without express written permission of Beka Publishing is prohibited. ChannelVision of network and service provisioning, as well as service automation, according and the ChannelVision logo are trademarks Increase flexibility of Beka Publishing 13% 8.00 35.0% to the IHS Markit survey. Reduce OPEX 12% 7.00 Improve application performance 30.0% Percent of Organizations 12% Simplify operations 6.00 Source: Computer Economics 10% 25.0% Middle East & Africa Improve security 5.00 9% 20.0% Latin America Improve availability 6 ChannelVision | September - October, 2016 4.00 8% APAC

$Billion Outsourcing Cost Experience: Deploy new functionality more quickly 15.0% 8% Europe Network Operations Add bandwidth more quickly 3.00 7% 10.0% North America Provide better visibility 2.00

Reduce CAPEX 5% Y-o-Y 1.00 5.0% 0% 2% 4% 6% 8% 10% 12% 14% 16% Cost Less, Cost Same, 0.00 0.0% Source: Webtorials 2013 2014 2015 2016 2017 2018 33% 39%

Source: MarketsandMarkets Cost More, Over the next 5 years, hosted VoIP and UC will be the segment with the largest 28% growth in the global VoIP and unified communications market

$90 Percent of Organizations $80 $70 Performance of Intelligent Contact Centers Outpace “All Others” Source: Computer Economics, 2016 $60 $50 $40 14% 12.7% Best-in-Class All Others $30 $20 12% $10 9.9% $0 10% 8.5% 8.3% 7.9% 2015 2020 8% Global Revenue (US$ Billions) Residential/SOHO VoIP 5.6% Business VoIP - Managed IP PBX 6% 5.2% Business VoIP - IP Connectivity 4.0% Business VoIP - Hosted VoIP & UC 4% 3.2% Source: IHS, Inc. 2% Top IT security challanges

Year-over-year percent change 0% 100 -2% -1.8% -1.0% -1.1% Annual Customer Customer Number of Improvement Improvement 80 company retention lifetime value quality SLAs in number of in average cost What are the top three tasks your company uses revenue met customer per customer 69% cloud computing to complete? complaints contact 60 57% 54% Third Second First Source: Aberdeen Group Priority Priority Priority 40 46% 20% 35% 20% 32% 20 18% 14% 14% 14% 22% 21% 10% 0 17% 19% 12% Limited end-user End-user Lack of time / Inadequate Limited Lack of support 12% knowledge resistance resources to budget for knowledge from management 11% regarding risk / secure network security about all potential for security 13% 28% 21% 16% security solutions security threats initiatives

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File Storage App Deployment

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6% 4% Implemented 11%

Expanding implementation Personalize the Customer Service Experience Planning to implement in the next 12 months 15% Technology Already Deployed by Cities 70% 64% 61% Best-in-Class All Others Interested but no plans to implement (percentage of cities) 49% 46% within 12 months 82% 50% 38% Not interested 40% 26% LED/other energy-efficient lighting 62% 30% Don’t know Low-energy buildings 62% 24% Energy-efficient appliances/ 10% pumps/other systems 53% Use customer contact Route customer cases Use self-service Source: Forrester Consulting Hybrid vehicles information to direct based on complexity and data when forecasting 47% customers to the right nature of issue agent demand Solar electric generation channels Compressed natural 31% Source: Aberdeen Group gas (CNG) vehicles Energy-efficent water 23% treatment technology How much of your Internet traffic that originates in your branch offices do you currently backhaul 22% to a data center before handing it off to the Internet? All-electric vehicles Methanecapture (landfills, biosolids) 21%

Solar hot water 19%

Geothermal 16% 2016 Focus on the Agent Desktop to Create Happy Customers 18% 17% 12% 10% 7% 35% Waste-to-energy conversion 12% & Minimize Costs Cogeneration (combined heat & power) 11% Advanced biofuels 11% 8% 7.3% 7.2% Companies with agent desktop optimization programs Smart grids/smart meters 11% 6% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 4.3% 4.4% All Others Source: Ericsson 4% 0% Between 1% and 20% Between 21% and 40% 2.3% 2.2% Between 41% and 60% Between 61% and 80% More than 80% 2% 1.5% 0% Source: Webtorials North America UC Market by Delivery Method, -2% -1.0% 2013 - 2024 ($B)

Year-over-year percent change -4% -3.4% -4.5% 25.00 -6% Number of Customer Average Improvement Improvement positive retention revenue per in average cost in average 20.00 mentions call per customer handle time through social contact media Potential Cost Savings from SD-WAN channels 15.00 ~$2100/Month Source: Aberdeen Group

MPLS - 10Mbps 10.00 Up to 90% ~$1100/Month reduction in WAN 5.00 Internet 10 Mbps costs MPLS - 5Mbps ~$220/Month 0.00 2012 2013 2014 2015 2016 2017 2018 2019 2020 Internet 10 Mbps Global Carriers' Top SDN/NFV Applications Monthly Cost Per Site Hosted On-premise for Producing New Sources of Revenue Internet 10 Mbps Source: Grand View Research Cost Per Year for 100 Sites MPLS only Hybrid Dual Internet vCPE virtual ~$2,520,000 ~$1,200,000 ~$264,000 managed services Per TeleGeography.com - Broadband vs. MPLS pricing for San Francisco Q4 2014. Median monthly price: Metacloud 10-20 Mbps Broadband $110/month, 10Mbps MPLS IP VPN + Local Access $2,100 Month. Europe UC Market Size, by Vertical 2012 - 2023 ($B)

Source: Silver Peak Systems Bandwidth 35.00 on demand Services

30.00 Virtual private cloud Example Managed SD-WAN Solution 25.00 Elastic INTERNET service chaining 20.00 0% 10% 20% 30% 40% 50% 60% 70% 80% APPLICATION FIREWALL Percent of Respondents TRAFFIC 15.00 Source: IHS Markit

IP ROUTER 10.00 APPLICATION DATA CENTER data ACCELERATION 5.00 OFFICE BRANCH IP VPN points 0.00 Source: Telstra 2012 2013 2014 2015 2016 2017Numbers2018 2019 2020 2021 2022 2023 Worth NotiOutsourcingng Trend: IT Security Enterprise Education Government Healthcare Others By Martin Vilaboy Source: Global Market Insights Qualifying Times OutsourceAbout Cost Savings But … What are the primary advantages that would drive Sales veterans know that closing a deal often can be a matter of proper Organizations that outsource network your company to implement an SD-WAN? Same timing. But findings based on research from InsideSales.com and James operations41% have a veryIncreasing positive cost- Global UCaaS Revenue by Region Oldroyd, a PhD at M.I.T., suggest there also are betters times and days saving experience, show59% findings from 16% to qualify leads. Prospects apparently are most receptive to “first dials” on Computer Economics. About 72% of IT Increase flexibility Wednesday and Thursday and at the beginning and end of their work days. organizations in the U.S. and Canada 13% 8.00 35.0% that outsource network operations say Reduce OPEX their costs are the same as or lower 12% 7.00 Improve application performance 30.0% than whenPercent performing of Organizations the same function 12% in-house. On the other hand, “we heard Simplify operations 6.00 a Source:lot of Computer concerns Economics about the quality of 25.0% Middle East 10% service provided by network outsourcing Improve security & Africa 5.00 providers,” said Tom Dunlap, director of 9% 20.0% Latin America Improve availability research for Computer Economics. 4.00 8% APAC

$Billion Outsourcing Cost Experience: Deploy new functionality more quickly 15.0% 8% Europe Network Operations Add bandwidth more quickly 3.00 7% 10.0% North America Provide better visibility 2.00

Reduce CAPEX 5% Y-o-Y 1.00 5.0% 0% 2% 4% 6% 8% 10% 12% 14% 16% Cost Less, Cost Same, 0.00 0.0% Source: Webtorials 2013 2014 2015 2016 2017 2018 33% 39%

Source: MarketsandMarkets Cost More, Over the next 5 years, hosted VoIP and UC will be the segment with the largest 28% growth in the global VoIP and unified communications market

$90 Percent of Organizations $80 $70 Performance of Intelligent Contact Centers Outpace “All Others” Source: Computer Economics, 2016 $60 $50 $40 14% 12.7% Best-in-Class All Others $30 Percentage drop in $20 12% the cost of server-class $10 9.9% Ethernet networking during $0 10% 8.5% 8.3% 7.9% the next four years, as 2015 2020 8% enterprises reap the benefits Global Revenue (US$ Billions) Residential/SOHO VoIP 5.6% of a highly competitive Business VoIP - Managed IP PBX 6% 5.2% 80market, says Crehan Business VoIP - IP Connectivity 4.0% Research. Business VoIP - Hosted VoIP & UC 4% 3.2% Source: IHS, Inc. 2% Top IT security challanges

Year-over-year percent change 0% 100 -2% -1.8% -1.0% -1.1% 1,5 0 0 Annual Customer Customer Number of Improvement Improvement Terabits of networking80 bandwidth used by enterprises as those prices plummet, company retention lifetime valueSource: InsideSales.comquality SLAs in number of in average cost What are the top three tasks your company uses soaring sevenfold from the current 200 revenue met customer per customer 69% cloud computing to complete? complaints contact terabits, says Crehan.60 57% 54% Third Second First Source: Aberdeen Group Priority Priority Priority 40 46% 20% 35% 20% | September - October, 2016 32% 8 ChannelVision 20 18% 14% 14% 14% 22% 21% 10% 0 17% 19% 12% Limited end-user End-user Lack of time / Inadequate Limited Lack of support 12% knowledge resistance resources to budget for knowledge from management 11% regarding risk / secure network security about all potential for security 13% 28% 21% 16% security solutions security threats initiatives

Mobility Source: Spiceworks Collaboration

File Storage App Deployment

App Testing/Development Backup/Disaster Recovery

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6% 4% Implemented 11%

Expanding implementation Personalize the Customer Service Experience Planning to implement in the next 12 months 15% Technology Already Deployed by Cities 70% 64% 61% Best-in-Class All Others Interested but no plans to implement (percentage of cities) 49% 46% within 12 months 82% 50% 38% Not interested 40% 26% LED/other energy-efficient lighting 62% 30% Don’t know Low-energy buildings 62% 24% Energy-efficient appliances/ 10% pumps/other systems 53% Use customer contact Route customer cases Use self-service Source: Forrester Consulting Hybrid vehicles information to direct based on complexity and data when forecasting 47% customers to the right nature of issue agent demand Solar electric generation channels Compressed natural 31% Source: Aberdeen Group gas (CNG) vehicles Energy-efficent water 23% treatment technology How much of your Internet traffic that originates in your branch offices do you currently backhaul 22% to a data center before handing it off to the Internet? All-electric vehicles Methanecapture (landfills, biosolids) 21%

Solar hot water 19%

Geothermal 16% 2016 Focus on the Agent Desktop to Create Happy Customers 18% 17% 12% 10% 7% 35% Waste-to-energy conversion 12% & Minimize Costs Cogeneration (combined heat & power) 11% Advanced biofuels 11% 8% 7.3% 7.2% Companies with agent desktop optimization programs Smart grids/smart meters 11% 6% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 4.3% 4.4% All Others Source: Ericsson 4% 0% Between 1% and 20% Between 21% and 40% 2.3% 2.2% Between 41% and 60% Between 61% and 80% More than 80% 2% 1.5% 0% Source: Webtorials North America UC Market by Delivery Method, -2% -1.0% 2013 - 2024 ($B)

Year-over-year percent change -4% -3.4% -4.5% 25.00 -6% Number of Customer Average Improvement Improvement positive retention revenue per in average cost in average 20.00 mentions call per customer handle time through social contact media Potential Cost Savings from SD-WAN channels 15.00 ~$2100/Month Source: Aberdeen Group

MPLS - 10Mbps 10.00 Up to 90% ~$1100/Month reduction in WAN 5.00 Internet 10 Mbps costs MPLS - 5Mbps ~$220/Month 0.00 2012 2013 2014 2015 2016 2017 2018 2019 2020 Internet 10 Mbps Global Carriers' Top SDN/NFV Applications Monthly Cost Per Site Hosted On-premise for Producing New Sources of Revenue Internet 10 Mbps Source: Grand View Research Cost Per Year for 100 Sites MPLS only Hybrid Dual Internet vCPE virtual ~$2,520,000 ~$1,200,000 ~$264,000 managed services Per TeleGeography.com - Broadband vs. MPLS pricing for San Francisco Q4 2014. Median monthly price: Metacloud 10-20 Mbps Broadband $110/month, 10Mbps MPLS IP VPN + Local Access $2,100 Month. Europe UC Market Size, by Vertical 2012 - 2023 ($B)

Source: Silver Peak Systems Bandwidth 35.00 on demand Services

30.00 Virtual private cloud Example Managed SD-WAN Solution Direct Feed 25.00 Elastic INTERNET service chaining

20.00 Contact Center ported using five or more channels mobile workforce0% 10% 20% and30% the use40% of50% cloud-60% 70% 80% APPLICATION FIREWALL Satisfaction Negatively for support, 43 percent of consum- based applications Percentand resources. of Respondents TRAFFIC 15.00 Impacts Business ers noted that they believe access Source: IHSIn Markit turn, none of the organizations to agents has worsened during the recently surveyed by Computer Eco- IP ROUTER 10.00 It’s probably no surprise that a last two years with 50 percent citing nomics are cutting back on outsourc- APPLICATION DATA CENTER poor contact center interaction can frustration with automated response ing IT security, while a solid 59 percent ACCELERATION 5.00 OFFICE BRANCH IP VPN leave a bad taste in a customer’s systems. And while 68 percent of are increasing it. mouth. Less intuitive is the fact participating consumers still believe 0.00 Source: Telstra 2012 2013 2014 2015 2016 2017that contact2018 2019 center2020 satisfaction2021 2022 has 2023that phone calls provide the most Outsourcing Trend: IT Security worsened during the last two years, success for resolution, 78 percent Enterprise Education Governmentaccording toHealthcare new marketOthers research would choose a channel other than released by BoldChat and performed voice if they knew they could get a Source: Global Market Insights by LogMeIn and Ovum, despite in- resolution on the first attempt. vestments in new customer engage- “The disparity between the per- About What are the primary advantages that would drive ment channels. ception of contact centers and the your company to implement an SD-WAN? Same What are the top issues you reality of consumers when it comes 41% Increasing Global UCaaS Revenue by Region experience with customer service? to customer experience is worrisome 59% 16% as every interaction is proving to be Automated telephony system is annoying 50 Increase flexibility critical to customer retention,” said Difficult to reach a human rep 43 13% 8.00 35.0% Ken Landoline, principal analyst, cus- Reduce OPEX Wait times to interact with live agent 33 tomer engagement at Ovum. 12% 7.00 Transfers 20 Improve application performance 30.0% Indeed, any disappointment with Percent of Organizations 12% It takes a long time to find the answer to my problem 16 customer experience is threatening cus- Simplify operations 6.00 tomer loyalty, sustainability and revenue Source: Computer Economics Having to repeat information 25.0% 13Middle East 10% growth as 82 percent of consumer said Improve security Difficult to find information on web or mobile app 10& Africa 5.00 they would stop doing business with a “It tells me that companies are tak- 9% Technical issues with support channels20.0% 6 Latin America Improve availability company following a bad experience. ing the new security threats seriously, 4.00 Agent knowledge and courtesy 5 8% APAC “Today’s always-connected cus- while at the same time, many are go- Deploy new functionality more quickly $Billion Outsourcing Cost Experience: Disjointed experience when I switch15.0% channels 4 tomer expects immediate access to ing outside the company for the kinds 8% Europe Network Operations Add bandwidth more quickly 3.00 Inconsistent information across channels 2 information and fast, efficient and fric- of IT security skills that can be hard to Source: Ovum, LogMeIn 7% 10.0% North Americationless service,” said David Camp- find in-house,” said Tom Dunlap, direc- Provide better visibility 2.00 bell, vice president at LogMeIn. “Most tor of research for Irvine, Calif.-based Reduce CAPEX 5% The dip could be explained by in- Y-o-Y contact centers struggle to meet these Computer Economics 1.00 5.0% creasing customer expectations and expectations because they are limited The surveys also found that, al- 0% 2% 4% 6% 8% 10% 12% 14% 16% Cost Less, technological sophistication. What those by disjointed, legacy systems.” though organizationsCost do notSame, appear 0.00 0.0% Source: Webtorials 2013 2014 2015 2016don’t explain2017 is2018 an apparent gap in to save a33% great deal of money39% by out- perception of customer service quality Security Outsourcing sourcing their security tasks, service Source: MarketsandMarkets between contact center managers and Expands levels are higher. “Many organizations customers. The report, which surveyed have takenCost a measured More, but consistent Over the next 5 years, hosted VoIP and UC will be the segment with the largest hundreds of contact center managers Nearly six out of 10 IT departments approach to outsourcing28% their security growth in the global VoIP and and consumers globally, found that the are increasing the amount of IT secu- needs,” said the IT research group. unified communications market consumers surveyed believe it takes six rity that they plan to outsource, and IT $90 different interactions to resolve an issue security outsourcing is becoming more TelegrationPercent of Organizations Launches $80 while the surveyed contact center man- attractive to small and mid-sized orga- $70 Performance of Intelligent Contact Centers Outpace “All Others” NewSource: Computer Partner Economics, 2016Mobile App $60 agers believe it takes only one to two nizations, according to researchers at $50 touchpoints. “This disconnect can be Computer Economics. Michigan-based master agency $40 14% 12.7% Best-in-Class All Others $30 largely due to the fact that 72 percent of Among the drivers to outsource se- Telegration launched a new applica- 12% $20 9.9% consumers surveyed search for informa- curity, organizations are moving away tions, TeleApp, to provide its sub- $10 tion online before contacting an agent, from mere perimeter security to moni- agents with mobile access to common $0 10% 8.5% but the majority8.3% of contact center 7.9%man- toring and risk-mitigation. This requires tools and materials used in their sales 2015 2020 8% Global Revenue (US$ Billions) Residential/SOHO VoIP 5.6% agers surveyed (52 percent) do not track new skills that are harder to obtain. processes. TeleApp also was created Business VoIP - Managed IP PBX 6% digital behavior,” said the study. Similarly,5.2% new challenges seem to ap- to encourage direct, regular commu- Business VoIP - IP Connectivity 4.0% Business VoIP - Hosted VoIP & UC 4% 3.2%The report also revealed that pear every day, including sophisticated nication with channel managers, said while 86 percent of consumers re- cyberattacks from foreign sources, a the company. Source: IHS, Inc. 2% Top IT security challanges

Year-over-year percent change 0% 10 ChannelVision | September - October, 2016 100 -2% -1.8% -1.0% -1.1% Annual Customer Customer Number of Improvement Improvement 80 company retention lifetime value quality SLAs in number of in average cost What are the top three tasks your company uses revenue met customer per customer 69% cloud computing to complete? complaints contact 60 57% 54% Third Second First Source: Aberdeen Group Priority Priority Priority 40 46% 20% 35% 20% 32% 20 18% 14% 14% 14% 22% 21% 10% 0 17% 19% 12% Limited end-user End-user Lack of time / Inadequate Limited Lack of support 12% knowledge resistance resources to budget for knowledge from management 11% regarding risk / secure network security about all potential for security 13% 28% 21% 16% security solutions security threats initiatives

Mobility Source: Spiceworks Collaboration

File Storage App Deployment

App Testing/Development Backup/Disaster Recovery

Source: Clutch WHITE LABEL SOLUTIONS

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The partner app includes features such as forms, pricing and promo- tional materials, marketing materials, coverage maps, news and social me- CarrierSales Event dia, as well as contact information. It is available for download through the Showcases Partner App Store or the Google Play Store and was developed by Mousetrap Mobile in Royal Oak, Mich. Trends, Advice TeleApp also is linked to Telegration’s Convey Platform, At its annual sales partner confab in Utah this summer, master agen- TelePortal, which provides access cy CarrierSales highlighted some of its top successes for the year and to marketing materials, events and gave the floor to top suppliers to discuss what’s driving the market for product knowledge from each of channel partners. Telegration’s supplier partners. “Customers appreciate a high-touch sales team,” said Richard Murray, Agents are able to check their CarrierSales president. “Businesses want someone local in the area but monthly commission statements also someone who knows the business that you’re in. That sets us apart.” and submit quote requests through Murray also showcased some top metrics, including a 98 percent customer the mobile interface. retention rate. “All of our service and pre-sales Speaking to attendees, Dan support requests can be submitted Burkland, senior vice president of real-time 24x7 to better serve our sales and business development customers and agents,” said Denis at Five9, said that its own market Raue, Telegration president. “We approach complements that of Car- look forward to future enhance- rierSales: “We enable our partners ments and the successful adaption to fill that role, with specific people of our mobility application to in- in every region for channel support. crease our ability to have the latest We’re also small enough to get cre- and most current content on all of ative and can work through what- our providers including promotions ever anomalies crop up in a specific and agent spiffs.” account. Our average is 90 days Elsewhere, Telegration also intro- from close to ramp.” duced its new Tele IP private brand- He added that the master agent’s support model is geared to help ed hosted PBX services. As part of sales partners differentiate them- the offering, Telegration certified selves with tailored solutions. One sales engineers and project manag- agent, for instance, sold a 160-seat ers work with its agents to design Education and opportunities found contact center opportunity that included at CarrierSales partner event; photo a hosted solution that meets the chat, email, workforce optimization, courtesy Kiley Fisher Photography needs of customers and the agent’s multiscreen capability and voice record- desire for customized rate plans, ing. Even with a high level of personal- leading edge equipment options and ization, the deal closed in under 120 days. feature benefits, says Telegration. Meanwhile, for Electric Lightwave, CarrierSales is its No. 1 master Tele IP also comes with the Tele IP agent, selling enterprise multiservice and multi-location solutions. Its offer- portal, allowing agents to manage ings include 10G and 100G capacity, spectrum and dark fiber. It now has and change their customers’ hosted 12,000 route miles in 23 metro markets, with about 3,000 on-net buildings. design. Telegration agents also can It has a $4,750 average ARPPU and has seen 34 percent growth in the ap- determine pricing and margin. plications space in the last year. “We help our customer compare Dan Stoll, president at Electric Lightwave, took the stage to lay out pricing and solutions from other lead- what’s driving success for today’s channel partners. ing providers, such as Star2Star, “What’s driving the growth? Internet of things. Private and public con- Fonality and Vonage, to meet the nectivity. Convergence of services on a common platform,” he said. “From most basic or complex customer so- Microsoft and Google to small dynamic companies that are enabling the lutions,” said Raue. (Continued on page 14)

12 ChannelVision | September - October, 2016 INTRODUCING THE Telegration TelePortal

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LSI Adds Channel (Continued from page 12) Manager in the cloud, it’s a big change. It’s not a matter of throwing bandwidth at an is- sue. Companies are now custom-building applications and that’s chang- Southeast ing the nature of their business requirements.” To coincide with network expan- He added that if latency hits a certain threshold, for instance, every- sion in the southeastern U.S., Line thing goes down. Systems Inc. announced the addition “Customers need diversity,” he said. “Gone are the days of a of Jace Harris as a channel partner single point of failure. You need to think about route characteristics, manager based out of Atlanta. carrier diversity and security for the public Internet. You need tailored Harris comes by way of Avaya network solutions.” and will be responsible for sup- Skyler Stewart, regional vice president at Vonage Business, also porting LSI’s existing master agent addressed CarrierSales partners at the event, talking up Vonage’s relationships in the southeast, most enterprise chops. notably Microcorp (Atlanta, Ga.) “We have been known as a residential provider, but we’re now edu- and CNSG (Charlotte, N.C). He will cating everyone that we have 15-plus years in the business market via also be tasked with increasing the strategic acquisitions,” he said. “We actually have 70,000-plus business number of active partners in that accounts, with a six-year average customer tenure. And, we’re adding area of the country. 8,000 new customers per quarter. What you think you know about Von- “The southeast is without a doubt age, well, you will be thoroughly surprised.” our fastest-growing market,” said Vonage has made a number of acquisitions since 2013 to expand its Bruce Wirt, LSI vice president of sales business focus, including Vocalocity, Telesphere, gUnify, SimpleGrid, and marketing. “We wanted to put iCore and nexmo. In terms of high-profile enterprise clients, it powers someone in that market that not only Uber, Snapchat and HAVAS, the media agency behind Dos Equis’ “Most had experience and a connection to Interesting Man in the World” and Flo at Progressive Insurance. the master agent community but also “You can go from voice to video in one click, or from desktop to could add tremendous value based on smartphone,” he told partners. “You get visual voicemail, call recording, his existing relationships in conjunc- speak-to-dial. We have 130 patents and offer more than 40 advanced tion with our Avaya SIP certification.” business features. Soon, integrating text and chat into our voice platform will be a game-changer.” ECG Taps BOOM! He also offered some sales advice. “Don’t lead in with voice and VoIP and phones,” he said. “Lead with an understanding of the customer’s Mobile for Wireless business and how to make them more efficient. The rest of it then always Expansion comes along. Our most successful partners always leave that technology Enhanced Communications conversation for later.” Group has selected BOOM! Mobile CarrierSales was named a top partner at Vonage for its 2015 efforts. According to Murray, Vonage fills a strategic niche in offering robust unified as its brand to expand into the wire- communications and cloud deployments across its nationwide partner base. less space. “Vonage is a well-known provider in the hosted communications ECG is an Oklahoma-based, space,” he said. “Because of their brand investment, recent acquisitions independent nationwide provider and committed focus on the channel, our partners and their customers of telecommunications services for are inquiring more than ever about Vonage’s business solutions.” personal, residential and small to Earlier this year, CarrierSales also earned top master agent status medium-sized businesses. Product with inContact for the second year in a row. It was the top master agency offerings include mobile commu- for the contact center specialist by new sales volume, or new monthly nications services for voice and accrued technology (MAT), for 2015. Internet, along with traditional local Paul Jarman, CEO at inContact, noted during his keynote at the event and long-distance phone service, that the companies have been partners for 14 years, and that he expects VoIP systems and Web/cloud/data- the opportunities to expand, especially in the realm of contact center as based needs, such as Web hosting a service (CCaaS). and virtual office products. “CCaaS will support 12.6 percent of contact center agents in 2016, Now with the addition of BOOM! representing a $16 billion opportunity,” he told attendees. Mobile, the company will offer no- contract wireless plans via all four national carriers.

14 ChannelVision | September - October, 2016

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Telarix Names communications as a service Shakeup in U.S. Microsoft VP as CEO (UCaaS) provider in the world. col- Carrier Ethernet lab9 was sponsored by the Fed- Telarix has appointed Marco eral Communications Commission ‘Leaderboard’ Limena as its CEO, succeeding to achieve a FedRAMP compliant Charter made its first appear- Glen Kazerman. Limena joins Te- ATO (Agency Authority to Oper- ance on Vertical Systems Group’s larix after more than two decades ate) and become verified by the U.S. Carrier Ethernet Leaderboard of experience in a variety of ex- FedRAMP PMO (Project Manage- among the mid-2016 results. Char- ecutive roles, including general ment Office). ter surged ahead of Verizon into manager, CEO and board director With the cloud-first mandate third position based on aggregated in both public and private firms trickling through the U.S. govern- ports from its May 2016 acquisi- within the telecom, mobility and ment, the certification means fed- tions of Time Warner Cable and cloud hosting industry. eral, state and local agencies now Bright House. Previously, Limena led HP’s have a secure unified communica- Port shares were calculated us- Network & Service Provider Solu- tions cloud service catering to their ing the mid-year base of enterprise tions business globally and served requirements, said the company. installations of Ethernet services as president and CEO of VoIP The Federal Risk and Authoriza- in the U.S. plus input from surveys communications software provider tion Management Program, or of Ethernet providers. The Lead- Sylantro Systems. Most recently FedRAMP, is a government-wide erboard threshold is 4 percent or he was vice president in charge of program that supports the U.S. more of billable port installations. driving growth of Microsoft’s B2B government’s mandate that all U.S. U.S. Carrier Ethernet Leaderboard, hosting and cloud business at a federal information systems com- Mid-2016 time of critical transformation for ply with the Federal Information Microsoft to mobility and cloud. Security Management Act of 2002 1. AT&T “Building on Telarix’s growth (FISMA). Providing a cost-effective, 2. Level 3 as a market leader in CSP billing risk-based approach for the adop- 3. Charter for interconnect and settlement, tion and use of cloud services, ex- 4. Verizon I look forward to working with the ecutive departments and agencies 5. CenturyLink entire Telarix team and with our using FedRAMP Authorized cloud 6. Comcast customers to help service provid- systems, such as collab9, can reap 7. XO ers increase their revenues and significant financial and time sav- extend their reach through our ings by implementing new systems 8. Cox electronic information exchange,” quickly, said the company. 9. Windstream said Limena. “As agencies are increas- Source: Vertical Systems Group “We’re excited to work with Mar- ingly using more cloud services, co to continue building upon Telarix’s specialized services like UCaaS At the end of 2015, Time War- solutions for the telecom industry,” solutions are gaining greater entry ner Cable was the top cable MSO said Patrick Severson, lead director into the Federal marketplace,” said and ranked fifth on the U.S. Lead- for Telarix’s board of directors and Ashley Mahan, FedRAMP agency erboard, while Charter and Bright principal at Vista Equity Partners. evangelist. “FedRAMP is cloud House were in the Challenge Tier, “Marco has a unique set of experi- agnostic so the authorization pro- which includes providers with be- ences and skills that will support Te- cess works for any delivery model tween 1 percent and 4 percent larix’s continued growth and global- or service type.” share of the U.S. retail Ethernet ization while maintaining its delivery collab9’s data center infrastruc- market. Charter Spectrum is now of rapid innovation for customers.” ture was designed to meet the the largest cable MSO provider of NIST 800-53 standards for federal, retail Ethernet services, says Verti- FedRAMP Authorizes state and local government se- cal Systems Group. curity requirements. Additionally, As a result of this shakeup, First Cloud Provider for collab9 offers the only FedRAMP Verizon’s mid-2016 rank drops to Voice, Collaboration Authorized UCaaS solution for fourth from third in 2015, and Cen- Collaboration solution provider hosted voice – the second most turyLink moves from fourth to fifth. collab9 has become the first common application for business- Additionally, XO moves into the FedRAMP Authorized unified es, after email. seventh share position ahead of

16 ChannelVision | September - October, 2016 International Made Easy

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Cox, which dips to eighth. In the Chal- 2016,” said Rick Malone, principal of order) Alpheus Communications, lenge Tier, Integra is a new entrant Vertical Systems Group. “Our analysis American Telesis, Birch Communica- rising from the Market Player tier, shows a 17 percent annualized growth tions, BT Global Services, Cincinnati which includes all providers with port rate for U.S. Carrier Ethernet services Bell, Consolidated Communications, share below 1 percent. for the full year.” Earthlink Business, Expedient, Fair- “The competitive balance of the Along with Integra, other Chal- Point, FiberLight, Frontier, Global Ca- Ethernet marketplace is evident, as lenge Tier providers include Cogent, pacity, Global Cloud Xchange, GTT, more than 60 percent of new connec- Lightpath (an Altice USA brand) Hawaiian Telecom, Lightower, LS tions were delivered by CLECs and and Zayo. Companies in the Market Networks, Lumos Networks, Masergy, cable MSOs during the first half of Player tier include (in alphabetical MegaPath, NTT America, Orange Business, RCN Business, Sprint, SuddenLink (an Altice USA brand), Tata, TDS Telecom, TelePacific, Tel- stra, US Signal and WOW!Business, SELLZONE among others. Allbound Adds Messaging Tool for Partner Programs Thinks of it as Slack or Salesforce Chatter, only specifically designed for channel organizations. That’s how Phoenix-based Allbound de- scribes Co/Labs, the newest feature within its partner sales acceleration platform. Co/Labs delivers in-app Q4 2016 SPIFFs messaging and secure collaboration rooms configured specifically to help organizations collaborate with and support their channel partners. Quarterly New MRR Payout Additional Payouts! The objective with Co/Labs is to effectively eliminate the lengthy $1,000 - $4,999...... 50% HPBX Seats...... 200% email threads, CCs and file ex- $5,000 - $9,999...... 75% SIP Trunk...... 300% changes that regularly develop between organizations and their $10,000+...... 125% Earn a $250 girft card for partners and resellers when work- every qualifying HPBX demo* ing on strategy, sales processes and *opportunity over 50 seats customer support. “Helping partners feel included and engaged is a natural challenge for partner programs, and an area where most partners feel their vendors Ethernet come-up short,” said Scott Salkin, All- Earn 100% on all ethernet bound founder and CEO. “Meanwhile, over the last few years, we’ve seen data circuits* *Subject to availability. Service not collaboration platforms such as Slack available in all markets. Check with make huge strides in helping teams your LSI Channel Partner Manager for work together more effectively and details efficiently. We’re excited to bring a similar concept to the channel to help break down barriers, clear-up clutter, Line Systems - 855.733.1000 - www.linesystems.com - [email protected] and most importantly, accelerate part- ner sales.”

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With the addition of Co/Labs, “Co/Labs solves so many real- “Our sales partners have been the Allbound platform delivers com- world headaches that we’ve heard increasingly requesting access to munications, deal tracking and mar- about first-hand from our custom- Nextiva, and we are delighted to be keting support into one, integrated ers and their partners,” said Kyle able to offer them Nextiva’s solu- solution that doesn’t require logging Burnett, co-founder and CTO of tions through our Supplier Partner in and out of multiple platforms. Part Allbound. “Now it’s possible for a portfolio,” said Rick Ribas, Intelisys of a larger collaboration suite that vendor sales rep and technical engi- senior vice president. “Nextiva has includes a curated Team Directory, neer to collaborate and share ideas, developed a reputation for exem- Co/Labs enables instant file and content and data with their partners plary channel support through its link sharing, group and one-to-one in real-time.” network of channel managers, discussions, and secure collabora- which we believe will be an asset tion rooms for teams and partners. Intelisys Adds Nextiva to our partner community. Further- The intelligent collaboration tool to Supplier List more, the reporting and analytics was created specifically for channel functionality offered by Nextiva sets sales, integrating key features such Master distributor Intelisys has the company apart, and we are as the ability to archive, track and joined the Nextiva Amazing Partner excited about the opportunities that search data, said the company. Program. Intelisys’ network of more will arise as a result.” “By embedding collaboration than 2,400 sales partners will now Nextiva’s partner program in the way they do business day offer Nextiva’s cloud communications provides training, sales support, in and day out, we envision the solutions to their business customers. marketing resources, educational real-time, simple nature of Co/Labs According to the company, Inteli- webinars and event opportunities helping businesses eliminate the sys experienced significant demand to its partners, along with a gen- need for inter-channel email alto- from its partner community to add erous commission structure and gether,” added Salkin. Nextiva to its supplier roster. revenue incentives.

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here are some very good reasons why software defined SD-WAN wide area networking (SD-WAN) currently sits at the peak of Gartner’s 2016 Networking Hype Cycle. The demands placed on the enterprise WAN have changed dramatically and its during the past several years, and SD-WAN represents the firstT opportunity for a significant upgrade to wide area network architec- ture and design since multi-protocol label switching (MPLS) established relationship its dominance more than a decade ago. Quite simply, whereas traditional WAN architectures, including MPLS, were designed and deployed in an era when applications primarily re- with MPLS sided in data centers, SD-WAN provides a new strategy for connecting

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tel.st/TPP business users to dispersed and in- What are your organization’s plans for adopting creasingly prevalent cloud- and SaaS- software-defined WAN solutions? based applications. In other words, if most applications are in the cloud, a 6% 4% Implemented dedicated link between a branch of- 11% fice and a company data center could Expanding implementation Personalize the Customer Service Experience prove redundant. Some proponents of SD-WAN have even posed questions Planning to implement in the next 12 months 15% Technology Already Deployed by Cities 70% 64% Best-in-Class All Others concerning whether or not SD-WAN is a 61% Interested but no plans to implement replacement for MPLS. (percentage of cities) 49% 46% within 12 months 82% 50% 38% Familiarity with SD-WAN Among Not interested 40% 26% LED/other energy-efficient lighting 62% 30% Network Pros Don’t know Low-energy buildings 62% Extremely familiar 11% 24% Energy-efficient appliances/ 10% pumps/other systems 53% Use customer contact Route customer cases Use self-service Source: Forrester Consulting Very familiar 22% Hybrid vehicles information to direct based on complexity and data when forecasting 47% customers to the right nature of issue agent demand channels Moderately familiar 31% time, strong interest and intent appear plans or have not made any analysis Solar electric generation to suggest significant uptake could oc- of SD-WAN. Compressed natural 31% Source: Aberdeen Group gas (CNG) vehicles Somewhat familiar What24% are yourcur organization’s in the near term. plans for adopting Forrester Consulting, for its part, Energy-efficent water 23% software-definedIn WAN 2015, solutions? for instance, only 15 per- estimates that about a quarter of tele- treatment technology How much of your Internet traffic that originates in your branch offices do you currently backhaul Not familiar 13% cent of network professionals surveyed com and network decision makers at All-electric vehicles 22% to a data center before handing4% it off to the Internet? by Webtorials were either very6% or mid-sized to large U.S. enterprises Source: Webtorials, 2016 Implemented 11% Methanecapture (landfills, biosolids) 21% extremely familiar with the concept of are planning to implement SD-WAN Solar hot water 19% The short answer is: no, at leastExpanding implementationSD-WAN. One year later, bolstered by solutions within the next 12 months. Personalize the Customer Service Experience not yet. While SD-WAN can reduce substantial media coverage and ven- That’s on top of the 11 percent that Geothermal 16% Planning to implement in the next the dependency on MPLS, and may dor 2016educational efforts, the number of already have implemented and the 15 70% Focus on the Agent Desktop to Create Happy Customers 12 months 18% 17% 12% 15% 10% 7% 35% Technology Already DeployedWaste-to-energy by Cities conversion 12% 64% 61% Best-in-Class All Others serve as an alternative in some in- those very or extremely familiar more percent that is expanding implemen- Interested but no plans to implement & Minimize Costs (percentage of cities) Cogeneration 11% 49% 46% stances, MPLS still provides levelswithin of12 monthsthan doubled to a third of respondents. tation. In the near-term, adoption of (combined heat & power) 82% 50% performance that SD-WAN cannot yet When asked about their evaluation SD-WAN is set to rise to 50 percent of Advanced biofuels 11% 8% 7.3% 7.2%38% Companies with agent desktop Not interested 40% optimization programs duplicate. What’s more certain, how- and implementation plans, 29 percent firms by next year, and in the bigger LED/other energy-efficient lighting 62% 26% Smart grids/smart meters 11% 30% ever, SD-WAN does have distinctDon’t ad know- of network professionals0% 10% say 20%they are30% picture40% Forester50% says60% that “9070% percent80% 90% 100% 6% All Others Low-energy buildings 4.3% 4.4% vantages over MPLS in terms of agility, currently actively analyzing the poten- of network managers are looking to 62% 24% Energy-efficientSource: appliances/ Ericsson 4% flexibility and simplicity, all of which are tial value that SD-WAN offers, while evolve their WAN using a software- 10% 0% Between 1% and 20% Between 21% and 40% pumps/other systems 53% Use customer contact Route customer cases 2.3%Use self-service2.2% increasingly important to operatingSource: Forresternet- Consultinganother 26 percent say they will likely defined approach.” 1.5% Between 41% and 60% Between 61% and 80% More than 80% Hybrid vehicles information to2% direct based on complexity and data when forecasting works today and in the future. analyze it sometime in the next year. Gartner, meanwhile, estimates that 47% customers to the right nature of issue agent demand channels SD-WAN, which consolidates and Just over a third of network profession- 10 percent of enterprises will have re- Solar electric generation 0% Source: Webtorials Compressed natural 31% Source: Aberdeen Group virtualizes the control function of a net- als either have decided to hold off with placed their WAN routing with SD-WAN gas (CNG) vehicles North America UC Market by Delivery Method, -2% -1.0% work into an SDN con- Energy-efficent water 23% troller that abstracts the treatment2013 technology - 2024 ($B)

How much of your Internet traffic that originates in your branch offices do you currently backhaul Year-over-year percent change 22% -4% -3.4% user’s private network to a data center before handing it off to the Internet? All-electric vehicles -4.5% services from the under- 25.00 21% -6% Methanecapture (landfills, biosolids) Number of Customer Average Improvement Improvement lying IP network, is still positive retention revenue per in average cost in average Solar hot water 19% a relatively young and 20.00 mentions call per customer handle time through social contact emerging architecture. Geothermal 16% Potential Cost Savings from SD-WAN media Various surveys suggest 2016 Focus on the Agent Desktopchannels to Create Happy Customers 18% 17% 12% 10% 7% 35% Waste-to-energy15.00 conversion 12% about 3 percent to 11 ~$2100/Month & Minimize CostsSource: Aberdeen Group Cogeneration percent of organizations (combined heat & power) 11% MPLS - 10Mbps 10.00 have implemented SD- Advanced biofuels 11% 8% 7.3% 7.2% Companies with agent desktop Up to 90% optimization programs WAN somewhere within ~$1100/Month reduction Smart grids/smart meters 11% 0% 10% 20% 30% 40% 50% 60% 70% 80% in90% WAN 100% 5.00 6% All Others their networks. Gartner Internet 10 Mbps 4.3% 4.4% this summer estimated costs Source: Ericsson 4% that between 500 and 0% Between 1% and 20% MPLSBetween - 5Mbps 21% and ~$220/Month40% 0.00 2.3% 2.2% 2012 2013 2014 2015 2016 2017 2018 2019 2020 1.5% 1,000 organizations Between 41% and 60% Between 61% and 80% More than 80% Internet 10 Mbps 2% Global Carriers' Top SDN/NFV Applications have purchased and Monthly Cost Per Site Hosted On-premise for Producing New Sources of Revenue are deploying SD-WAN Internet 10 Mbps 0% Source: Webtorials Source: Grand View Research products. At the same Cost Per Year for 100 Sites -1.0% MPLS only Hybrid Dual Internet North America UC Market by Delivery Method, -2% 2013 - 2024 ($B) vCPE virtual ~$2,520,000 ~$1,200,000 ~$264,000 managed services ChannelVision | September - October, 2016 Year-over-year percent change -4% -3.4% 24 Per TeleGeography.com - Broadband vs. MPLS pricing for San Francisco Q4 2014. Median monthly price: Europe UC Market Size, by Vertical 2012 - 2023 ($B) Metacloud -4.5% 10-20 Mbps Broadband $110/month, 10Mbps MPLS IP VPN + Local Access $2,100 Month. 25.00 -6% Number of Customer Average Improvement Improvement Source: Silver Peak Systems Bandwidth 35.00 positive retention on demandrevenue per in average cost in average 20.00 mentions Services call per customer handle time through social contact 30.00 Virtual media private cloud Potential Cost Savings from SD-WAN channels Example Managed SD-WAN Solution 15.00 ~$2100/Month 25.00 Source: Aberdeen Group Elastic INTERNET service chaining 10.00 MPLS - 10Mbps 20.00 0% 10% 20% 30% 40% 50% 60% 70% 80% APPLICATION FIREWALLUp to 90% ~$1100/Month TRAFFIC reduction Percent of Respondents in WAN 5.00 15.00 Internet 10 Mbps Source: IHS Markit costs IP ROUTER 10.00 MPLS - 5Mbps ~$220/Month 0.00 APPLICATION DATA CENTER 2012 2013 2014 2015 2016 2017 2018 2019 2020 Internet 10 MbpsACCELERATION Global Carriers' Top SDN/NFV Applications

Monthly Cost Per Site 5.00 OFFICE BRANCH IP VPN Hosted On-premise for Producing New Sources of Revenue Internet 10 Mbps Source: Grand View Research Cost Per Year for 100 Sites 0.00 Source: Telstra 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 Outsourcing Trend: IT Security MPLS only Hybrid Dual Internet vCPE virtual ~$2,520,000 ~$1,200,000 ~$264,000 Enterprise Education Government Healthcare Others managed services Per TeleGeography.com - Broadband vs. MPLS pricing for San Francisco Q4 2014. Median monthly price: Metacloud 10-20 Mbps Broadband $110/month, 10Mbps MPLS IP VPN + Local Access $2,100 Month. Europe UC MarketSource: Size, Global by Market Vertical Insights 2012 - 2023 ($B)

Source: Silver Peak Systems Bandwidth 35.00 on demand About What are the primary advantages that would drive Services Same your company to implement an SD-WAN? 30.00 Virtual private cloud 41% Increasing Example Managed SD-WAN Solution Global UCaaS Revenue by Region 59% 16% 25.00 Elastic INTERNET service chaining Increase flexibility 13% 20.00 8.00 35.0% 0% 10% 20% 30% 40% 50% 60% 70% 80% APPLICATION FIREWALL TRAFFIC Reduce OPEX Percent of Respondents 12% 15.00 7.00 Improve application performance 30.0% Source: IHS Markit Percent of Organizations ROUTER 12% IP 10.00 6.00 Source: Computer Economics Simplify operations DATA CENTER APPLICATION 10% 25.0% Middle East ImproveACCELERATION security 5.00 & Africa OFFICE BRANCH IP VPN 5.00 9% 20.0% Latin America Improve availability 0.00 4.00 Source: Telstra 8% 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 APAC Outsourcing Trend: IT Security $Billion Outsourcing Cost Experience: Deploy new functionality more quickly 15.0% 8% Enterprise Education Government Healthcare Others Europe Network Operations Add bandwidth more quickly 3.00 7% 10.0% North America Provide better visibility Source: Global Market Insights2.00

Reduce CAPEX 5% Y-o-Y About What are the primary advantages that would drive 5.0% 1.00 Same your company to implement an SD-WAN?0% 2% 4% 6% 8% 10% 12% 14% 16% Cost Less, 41% Increasing Cost Same, 0.00 0.0% 33% Source: Webtorials Global UCaaS Revenue by Region2013 2014 2015 2016 2017 2018 59% 39% 16% Increase flexibility Source: MarketsandMarkets 8.00 35.0% 13% Cost More, OverReduce the OPEX next 5 years, hosted VoIP and UC will be the segment with the largest 12% 7.00 28% Improve applicationgrowth performance in the global VoIP and 30.0% Percent of Organizations unified communications market 12% Source: Computer Economics Simplify operations$90 6.00 Percent of Organizations 10% 25.0% Middle East $80 & Africa Improve$70 security Performance5.00 of Intelligent Contact Centers Outpace “All Others” Source: Computer Economics, 2016 $60 9% 20.0% Latin America Improve availability$50 $40 4.0014% 8% 12.7% Best-in-Class All Others APAC

$30 $Billion Outsourcing Cost Experience: Deploy new functionality more quickly 15.0% $20 12% 8% Europe Network Operations Add bandwidth more$10 quickly 3.00 9.9% $0 10% 8.5% 2015 2020 7% 10.0% 8.3% North America 7.9% Provide better visibility 2.008% Global Revenue (US$ Billions) Residential/SOHO VoIP 5.6% 5.2% Reduce CAPEXBusiness VoIP - Managed IP5 %PBX 6% 5.0% Y-o-Y Business VoIP - IP Connectivity 1.00 4.0% 4% Business0% VoIP2% - Hosted4% VoIP6% & UC8% 10% 12% 14% 16% 3.2% Cost Less, Cost Same, 0.00 0.0% Source: WebtorialsSource: IHS, Inc. 2% 2013 2014 2015 2016 2017 2018 33% 39% Top IT security challanges

Year-over-year percent change 0% 100 Source: MarketsandMarkets-2% -1.8% -1.0% -1.1% Cost More, Over the next 5 years, hosted VoIP and Annual Customer Customer Number of Improvement Improvement 80 UC will be the segment with the largest company retention lifetime value quality SLAs in number of in average cost 28% growth in the globalWhat VoIPare the and top three tasks your company uses revenue met customer per customer 69% unified communicationscloud computing market to complete? complaints contact 60 Percent of Organizations 57% $90 54% Third Second First Source: Aberdeen Group $80 Priority Priority Priority 40 46% $70 Performance of Intelligent Contact Centers Outpace “All Others” Source: Computer Economics, 2016 $60 20% 35% 20% 32% $50 20 $40 18% 14% 14% Best-in-Class All Others 14% 14% 12.7% $30 22% $20 12% 0 21% 19% 10% $10 17% 12% 9.9% Limited end-user End-user Lack of time / Inadequate Limited Lack of support $0 12% 10% 8.5% knowledge resistance resources to budget for knowledge from management 11% regarding risk / secure network security about all potential for security 2015 2020 13% 8.3% 7.9% 28% 21% 16% 8% security solutions security threats initiatives Global Revenue (US$ Billions) Residential/SOHO VoIP 5.6% Business VoIP - Managed IP PBX Mobility 6% 5.2% Source: Spiceworks Business VoIP - IP Connectivity Collaboration 4.0% Business VoIP - Hosted VoIP & UC 4% 3.2% File Storage App Deployment

Source: IHS, Inc. App Testing/Development 2% Top IT security challanges Backup/Disaster Recovery

Year-over-year percent change 0% 100 Source: Clutch -2% -1.8% -1.0% -1.1% Annual Customer Customer Number of Improvement Improvement 80 company retention lifetime value quality SLAs in number of in average cost What are the top three tasks your company uses revenue met customer per customer 69% cloud computing to complete? complaints contact 60 57% 54% Third Second First Source: Aberdeen Group Priority Priority Priority 40 46% 20% 35% 20% 32% 20 18% 14% 14% 14% 22% 21% 10% 0 17% 19% 12% Limited end-user End-user Lack of time / Inadequate Limited Lack of support 12% knowledge resistance resources to budget for knowledge from management 11% regarding risk / secure network security about all potential for security 13% 28% 21% 16% security solutions security threats initiatives

Mobility Source: Spiceworks Collaboration

File Storage App Deployment

App Testing/Development Backup/Disaster Recovery

Source: Clutch What are your organization’s plans for adopting software-defined WAN solutions?

6% 4% Implemented 11%

Expanding implementation Personalize the Customer Service Experience Planning to implement in the next 12 months 15% Technology Already Deployed by Cities 70% 64% 61% Best-in-Class All Others Interested but no plans to implement (percentage of cities) 49% 46% within 12 months 82% 50% 38% Not interested 40% 26% LED/other energy-efficient lighting 62% 30% Don’t know Low-energy buildings 62% 24% Energy-efficient appliances/ 10% pumps/other systems 53% Use customer contact Route customer cases Use self-service Source: Forrester Consulting Hybrid vehicles information to direct based on complexity and data when forecasting 47% customers to the right nature of issue agent demand Solar electric generation channels Compressed natural 31% Source: Aberdeen Group gas (CNG) vehicles Energy-efficent water 23% treatment technology How much of your Internet traffic that originates in your branch offices do you currently backhaul 22% to a data center before handing it off to the Internet? All-electric vehicles Methanecapture (landfills, biosolids) 21%

Solar hot water 19%

Geothermal 16% 2016 Focus on the Agent Desktop to Create Happy Customers 18% 17% 12% 10% 7% 35% Waste-to-energy conversion 12% & Minimize Costs Cogeneration (combined heat & power) 11% Advanced biofuels 11% 8% 7.3% 7.2% Companies with agent desktop optimization programs Smart grids/smart meters 11% 6% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 4.3% 4.4% All Others Source: Ericsson 4% 0% Between 1% and 20% Between 21% and 40% 2.3% 2.2% Between 41% and 60% Between 61% and 80% More than 80% 2% 1.5% 0% Source: Webtorials North America UC Market by Delivery Method, -2% -1.0% 2013 - 2024 ($B)

Year-over-year percent change -4% -3.4% -4.5% 25.00 -6% Number of Customer Average Improvement Improvement positive retention revenue per in average cost in average 20.00 mentions call per customer handle time through social contact media Potential Cost Savings from SD-WAN channels 15.00 ~$2100/Month Source: Aberdeen Group

MPLS - 10Mbps 10.00 Up to 90% ~$1100/Month reduction in WAN 5.00 Internet 10 Mbps costs MPLS - 5Mbps ~$220/Month 0.00 2012 2013 2014 2015 2016 2017 2018 2019 2020 Internet 10 Mbps Global Carriers' Top SDN/NFV Applications Monthly Cost Per Site Hosted On-premise for Producing New Sources of Revenue Internet 10 Mbps Source: Grand View Research Cost Per Year for 100 Sites MPLS only Hybrid Dual Internet vCPE virtual ~$2,520,000 ~$1,200,000 ~$264,000 managed services Per TeleGeography.com - Broadband vs. MPLS pricing for San Francisco Q4 2014. Median monthly price: Metacloud 10-20 Mbps Broadband $110/month, 10Mbps MPLS IP VPN + Local Access $2,100 Month. Europe UC Market Size, by Vertical 2012 - 2023 ($B)

Source: Silver Peak Systems Bandwidth 35.00 on demand Services

30.00 Virtual private cloud Example Managed SD-WAN Solution 25.00 Elastic INTERNET service chaining 20.00 0% 10% 20% 30% 40% 50% 60% 70% 80% APPLICATION FIREWALL Percent of Respondents TRAFFIC 15.00 Source: IHS Markit

IP ROUTER 10.00 APPLICATION DATA CENTER ACCELERATION 5.00 OFFICE BRANCH IP VPN 0.00 Source: Telstra 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 Outsourcing Trend: IT Security Enterprise Education Government Healthcare Others

Source: Global Market Insights About What are the primary advantages that would drive your company to implement an SD-WAN? Same 41% Increasing Global UCaaS Revenue by Region 59% 16% Increase flexibility 13% 8.00 35.0% Reduce OPEX 12% 7.00 Improve application performance 30.0% Percent of Organizations 12% Simplify operations 6.00 Source: Computer Economics 10% 25.0% Middle East & Africa Improve security 5.00 9% 20.0% Latin America Improve availability 4.00 8% APAC

$Billion Outsourcing Cost Experience: Deploy new functionality more quickly 15.0% 8% Europe Network Operations Add bandwidth more quickly 3.00 7% 10.0% North America Provide better visibility 2.00

Reduce CAPEX 5% Y-o-Y 1.00 5.0% 0% 2% 4% 6% 8% 10% 12% 14% 16% Cost Less, Cost Same, 0.00 0.0% Source: Webtorials 2013 2014 2015 2016 2017 2018 33% 39%

Source: MarketsandMarkets Cost More, Over the next 5 years, hosted VoIP and UC will be the segment with the largest 28% growth in the global VoIP and unified communications market

$90 Percent of Organizations $80 $70 Performance of Intelligent Contact Centers Outpace “All Others” Source: Computer Economics, 2016 $60 $50 $40 14% 12.7% Best-in-Class All Others $30 $20 12% $10 9.9% $0 10% 8.5% 8.3% 7.9% 2015 2020 8% Global Revenue (US$ Billions) Residential/SOHO VoIP 5.6% Business VoIP - Managed IP PBX 6% 5.2% Business VoIP - IP Connectivity 4.0% Business VoIP - Hosted VoIP & UC 4% 3.2% Source: IHS, Inc. 2% Top IT security challanges

Year-over-year percent change 0% 100 -2% -1.8% -1.0% -1.1% Annual Customer Customer Number of Improvement Improvement 80 company retention lifetime value quality SLAs in number of in average cost What are the top three tasks your company uses revenue met customer per customer 69% cloud computing to complete? complaints contact 60 57% 54% Third Second First Source: Aberdeen Group Priority Priority Priority 40 46% 20% 35% 20% 32% 20 18% 14% 14% 14% 22% 21% 10% 0 17% 19% 12% Limited end-user End-user Lack of time / Inadequate Limited Lack of support 12% knowledge resistance resources to budget for knowledge from management 11% regarding risk / secure network security about all potential for security 13% 28% 21% 16% security solutions security threats initiatives

Mobility Source: Spiceworks Collaboration

File Storage App Deployment

App Testing/Development Backup/Disaster Recovery

Source: Clutch What are your organization’s plans for adopting software-defined WAN solutions?

6% 4% Implemented 11%

Expanding implementation Personalize the Customer Service Experience Planning to implement in the next 12 months 15% Technology Already Deployed by Cities 70% 64% 61% Best-in-Class All Others Interested but no plans to implement (percentage of cities) 49% 46% within 12 months 82% 50% 38% Not interested 40% 26% LED/other energy-efficient lighting 62% 30% Don’t know Low-energy buildings 62% 24% Energy-efficient appliances/ 10% pumps/other systems 53% Use customer contact Route customer cases Use self-service Source: Forrester Consulting Hybrid vehicles information to direct based on complexity and data when forecasting 47% customers to the right nature of issue agent demand Solar electric generation channels Compressed natural 31% Source: Aberdeen Group gas (CNG) vehicles Energy-efficent water 23% treatment technology How much of your Internet traffic that originates in your branch offices do you currently backhaul 22% to a data center before handing it off to the Internet? All-electric vehicles Methanecapture (landfills, biosolids) 21%

Solar hot water 19%

Geothermal 16% 2016 Focus on the Agent Desktop to Create Happy Customers 18% 17% 12% 10% 7% 35% Waste-to-energy conversion 12% & Minimize Costs Cogeneration (combined heat & power) 11% Advanced biofuels 11% 8% 7.3% 7.2% Companies with agent desktop optimization programs Smart grids/smart meters 11% 6% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 4.3% 4.4% All Others Source: Ericsson 4% 0% Between 1% and 20% Between 21% and 40% 2.3% 2.2% Between 41% and 60% Between 61% and 80% More than 80% 2% 1.5% by the end of 2018, while researchers ing to Webtorials’ findings, are de- (software defined networking) allows 0% at IHS, Inc. value the market at $1.3 siresSource: to Webtorials increase flexibility, improve network operators to look to the Inter- billion by 2020. IDC is much more applications performance and net, or basic broadband connections, North America UC Market by Delivery Method, -2% -1.0% aggressive, pegging the SD-WAN reduce operational expenditures as their WAN (or part of it), hence 2013 - 2024 ($B) market at $6 billion by 2020. It noted while simplifying operations. lowering the cost of network opera- Year-over-year percent change -4% -3.4% -4.5% that nearly 70 percent of organizations As use of SD-WAN solutions ramp tions compared to MPLS. 25.00 -6% expect to use SD-WAN within the next up, it’s certainly likely to exit some Consider the issue of “backhaul- Number of Customer Average Improvement Improvement positive retention revenue per in average cost in average 18 months. traffic off of MPLS networks. For ing,” for instance, otherwise known 20.00 mentions call per customer handle time Among the top drivers, accord- starters, that’s partly because SDN as the “trombone effect.” As Steven through social contact media Potential Cost Savings from SD-WAN channels 15.00 ~$2100/Month Source: Aberdeen Group

MPLS - 10Mbps 10.00 Up to 90% ~$1100/Month reduction in WAN 5.00 MasteringInternet 10and Mbps costs MPLS - 5Mbps ~$220/Month 0.00 2012 2013 2014 2015 2016 2017 2018 2019 2020 Internet 10 Mbps Global Carriers' Top SDN/NFV Applications ManagingMonthly Cost Per Site SD-WAN Hosted On-premise for Producing New Sources of Revenue Internet 10 Mbps It’s still relatively early in the evolution of software defined improvements this groundbreaking network technology can bring Source: Grand View Research Cost Per Year for 100 Sites networking, but service providers are moving rather rapidly with to businesses,” says the company. MPLS only Hybrid Dual Internet their respective service evolutions. Among other developments,~$2,520,000 Telstra’s~$1,200,000 offering, built on Cisco’s~$264,000 Intelligent WAN (IWAN) technology, vCPE virtual they are making it simpler, at least theoretically, for enterprises consolidates routers, firewalls and application acceleration equipment managed services Per TeleGeography.com - Broadband vs. MPLS pricing for San Francisco Q4 2014. Median monthly price: Metacloud to deploy SD-WAN in their networks with the introduction10-20 Mbps of Broadbandfully $110/month,into a single 10Mbps device MPLSat the IP branch. VPN + LocalThe solution Access $2,100provides Month. application Europe UC Market Size, by Vertical 2012 - 2023 ($B) managed SD-WAN solutions. That includes brands familiar to the awareness with deep-packet inspection of traffic to identify and Source: Silver Peak Systems Bandwidth channel, as Masergy, CenturyLink, Verizon and Telstra have all monitor each application’s performance and data consumption. 35.00 on demand Services unveiled managed WAN solutions within the past several months. “This allows [administrators] to determine what traffic is running across 30.00 Virtual EarthLink is expected to soon follow. private cloud Like many other managed services, Example Managed SD-WAN Solution 25.00 providers of managed SD-WAN typically Elastic INTERNET service chaining install and manage the edge devices for 20.00 0% 10% 20% 30% 40% 50% 60% 70% 80% the end user, can source and manage APPLICATION FIREWALL disparate access links and manage the Percent of Respondents TRAFFIC 15.00 day-to-day. Generally, the solutions can Source: IHS Markit manage connectivity from a wide range of IP ROUTER 10.00 providers as part of an aggregated solution, APPLICATION DATA CENTER freeing up enterprise network administrators ACCELERATION 5.00 to focus on revenue and growth initiatives. OFFICE BRANCH IP VPN Proponents also argue that fully managed 0.00 SD-WAN allows customers to evaluate and Source: Telstra 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 Outsourcing Trend: IT Security adopt SD-WAN in phases. At Masergy, the company touts the ability of its managed SD-WAN their networks, tune networks for business-critical services and resolve Enterprise Education Government Healthcare Others to support three deployment models, depending on the customer’s any network problems,” say Telstra executives. “Application-specific Source: Global Market Insights needs. Either dedicated premises-based hardware, cloud or distributed acceleration capabilities can be used to improve response times while virtualized software deployments are managed by the solution. also reducing your WAN bandwidth requirements.” About CenturyLink, meanwhile, says it bundles site connectivity, What are Atthe press primary time, EarthLink advantages was expected that to would unveil its drive solution this fall. your company to implement an SD-WAN? Same equipment, software licensing, configuration, performance tuning and Elsewhere, Utah-based master agent Telraus this fall announced 41% Increasing monitoring with a comprehensive management and analytics portal. a partnership with Ecessa to distribute its SD-WAN solution. Global UCaaS Revenue by Region 59% Customers can manage their own WAN policies or have CenturyLink Offering a solution that aggregates up to 25 WAN links, the 16Telarus/% manage their policies. IncreaseEcessa flexibility partnership will allow customers to leverage multiple WAN or Organizations interested in giving CenturyLink a try can take Internet connections from different carriers which greatly13% improves 8.00 35.0% advantage of a free-of-charge, 90-day proof-of-concept offer Reducenetwork OPEX performance while reducing the overall connectivity costs, designed for businesses interested in testing SD-WAN within said the companies. 12% 7.00 Improve application performance 30.0% Percent of Organizations their wide area networks. CenturyLink will provide the customer- This is the second master agent partnership Ecessa12% has premises devices, access to a management portal and full Simplifyannounced operations since August, when it entered a formal agreement with 6.00 Source: Computer Economics customer support for up to five sites to “showcase the substantial Telecom Consulting Group. 10% 25.0% Middle East & Africa Improve security 5.00 9% 20.0% Latin America Improve availability 4.00 APAC Vision | September - October, 2016 8% 26 Channel $Billion Outsourcing Cost Experience: Deploy new functionality more quickly 15.0% 8% Europe Network Operations Add bandwidth more quickly 3.00 7% 10.0% North America Provide better visibility 2.00

Reduce CAPEX 5% Y-o-Y 1.00 5.0% 0% 2% 4% 6% 8% 10% 12% 14% 16% Cost Less, Cost Same, 0.00 0.0% Source: Webtorials 2013 2014 2015 2016 2017 2018 33% 39%

Source: MarketsandMarkets Cost More, Over the next 5 years, hosted VoIP and UC will be the segment with the largest 28% growth in the global VoIP and unified communications market

$90 Percent of Organizations $80 $70 Performance of Intelligent Contact Centers Outpace “All Others” Source: Computer Economics, 2016 $60 $50 $40 14% 12.7% Best-in-Class All Others $30 $20 12% $10 9.9% $0 10% 8.5% 8.3% 7.9% 2015 2020 8% Global Revenue (US$ Billions) Residential/SOHO VoIP 5.6% Business VoIP - Managed IP PBX 6% 5.2% Business VoIP - IP Connectivity 4.0% Business VoIP - Hosted VoIP & UC 4% 3.2% Source: IHS, Inc. 2% Top IT security challanges

Year-over-year percent change 0% 100 -2% -1.8% -1.0% -1.1% Annual Customer Customer Number of Improvement Improvement 80 company retention lifetime value quality SLAs in number of in average cost What are the top three tasks your company uses revenue met customer per customer 69% cloud computing to complete? complaints contact 60 57% 54% Third Second First Source: Aberdeen Group Priority Priority Priority 40 46% 20% 35% 20% 32% 20 18% 14% 14% 14% 22% 21% 10% 0 17% 19% 12% Limited end-user End-user Lack of time / Inadequate Limited Lack of support 12% knowledge resistance resources to budget for knowledge from management 11% regarding risk / secure network security about all potential for security 13% 28% 21% 16% security solutions security threats initiatives

Mobility Source: Spiceworks Collaboration

File Storage App Deployment

App Testing/Development Backup/Disaster Recovery

Source: Clutch

What are your organization’s plans for adopting software-defined WAN solutions?

6% 4% Implemented 11%

Expanding implementation Personalize the Customer Service Experience Planning to implement in the next 12 months 15% Technology Already Deployed by Cities 70% 64% 61% Best-in-Class All Others Interested but no plans to implement (percentage of cities) 49% 46% within 12 months 82% 50% What are your organization’s plans for adopting 38% Notsoftware-defined interested WAN40% solutions? 26% LED/other energy-efficient lighting 62% 30% Don’t know 6% 4% Low-energy buildings 62% Implemented 24% 11% Energy-efficient appliances/ 10% pumps/other systems 53% Use customer contact Route customer cases Use self-service Source:Expanding Forrester Consultingimplementation Hybrid vehicles Personalizeinformation the to Customerdirect based Service on complexity Experience and data when forecasting 47% customers to the right nature of issue agent demand Planning to implement in the next Solar electric generation channels 12 months 15% Technology Already Deployed by Cities 70% 64% Best-in-Class All Others Compressed natural 31% Source: Aberdeen Group 61% Interested but no plans to implement gas (CNG) vehicles (percentage of cities) 49% 46% within 12 months Energy-efficent water 23% 82% 50% treatment technology 38% How muchNot interested of your Internet traffic that originates in your branch offices do you currently backhaul 40% All-electric vehicles 22% 26% to a data center before handing it off to the Internet? LED/other energy-efficient lighting 62% 30% Don’t know 21% Methanecapture (landfills,Low-energy biosolids) buildings 62% 24% Energy-efficientSolar hot appliances/ water 19% 10% pumps/other systems 53% Use customer contact Route customer cases Use self-service Source: Forrester Consulting GeothermalHybrid vehicles 16% information to direct based on complexity and data when forecasting 2016 47% Focus on thecustomers Agent to theDesktop right to Createnature of issueHappy Customersagent demand 18% 17% 12% 10% 7% 35% Waste-to-energy conversion 12% channels Solar electric generation & Minimize Costs CompressedCogeneration natural 11% 31% Source: Aberdeen Group (combined gasheat (CNG) & power) vehicles AdvancedEnergy-efficent biofuels water 11% 23% 8% 7.3% 7.2% Companies with agent desktop treatment technology optimization programs How much of your Internet traffic that originates in your branch offices do you currently backhaul Smart grids/smart meters 11% 22% 6% to a data0% center10% before 20%handing30% it off to the40% Internet?50% 60% 70% 80% 90% 100% All-electric vehicles 4.3% 4.4% All Others Source:Methanecapture Ericsson (landfills, biosolids) 21% 4% 0% Between 1% and 20% Between 21% and 40% 2.3% 2.2% Solar hot water 19% Between 41% and 60% Between 61% and 80% More than 80% 2% 1.5% Geothermal 16% 2016 0%Focus on the Agent Desktop to Create Happy Customers Source: Webtorials 18% 17% 12% 10% 7% 35% Waste-to-energy conversion 12% & Minimize Costs Cogeneration -2% -1.0% North America (combined UC heatMarket & power) by Delivery 11Method,% 2013 - 2024 ($B) Advanced biofuels 8% 7.3% 7.2% Companies with agent desktop 11% Year-over-year percent change -4% optimization programs -3.4% Smart grids/smart meters 11% -4.5% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 25.00 -6%6% All Others Number of4.3% Customer 4.4% Average Improvement Improvement Source: Ericsson 4%positive retention revenue per in average cost in average 0% Between 1% and 20% 20.00 mentions call per customer handle time Between 21% and 40% through social 2.3% contact2.2% Between 41% and 60% Between 61% and 80% More than 80% 2% media 1.5% Potential Cost Savings from SD-WAN channels 15.00 ~$2100/Month Source:0% Aberdeen Group Source: Webtorials MPLS - 10Mbps 10.00North America UC Market by Delivery Method, -2% -1.0% Up to 90% 2013 - 2024 ($B)

~$1100/Month reduction Year-over-year percent change -4% -3.4% in WAN 5.00 Internet 10 Mbps -4.5% costs 25.00 -6% Number of Customer Average Improvement Improvement MPLS - 5Mbps ~$220/Month 0.00 positive retention revenue per in average cost in average 2012 2013 2014 2015 2016 2017 2018 2019 2020 20.00 Globalmentions Carriers' Top SDN/NFVcall Applicationsper customer handle time Internet 10 Mbps through social contact Monthly Cost Per Site Hosted On-premise for mediaProducing New Sources of Revenue Potential Cost Savings from SD-WANInternet 10 Mbps channels Taylor and Jim Metzler of Webtorials Source:15.00 Grand View Research Cost Per Year for 100 Sites Source: Aberdeen Group explain it, a common approach to de- ~$2100/Month MPLS only Hybrid Dual Internet signing a branch office WAN is to have MPLS - 10Mbps 10.00 vCPE virtual ~$2,520,000 ~$1,200,000 ~$264,000 managed services T1-based access to a service providers Up to 90% Per TeleGeography.com - Broadband vs. MPLS pricing for San Francisco Q4 2014. Median monthly price: MPLS network at each branch office ~$1100/Month reduction Europe UC Market Size, by Vertical 2012 - 2023 ($B) Metacloud 10-20 Mbps Broadband $110/month, 10Mbps MPLS IP VPN + Local Access $2,100 Month.in WAN 5.00 Internet 10 Mbps plus one or more high-speed links at costs Source: Silver Peak Systems Bandwidth each data center. It is not uncommon 35.00 on demand 0.00 Services in this design for a company’s Internet MPLS - 5Mbps ~$220/Month 30.00 2012 2013 2014 2015 2016 2017 2018 2019 2020 GlobalVirtual Carriers' Top SDN/NFV Applications traffic to be backhauled to a data center Internet 10 Mbps private cloud ExampleMonthly Cost Per Site Managed SD-WAN Solution Hosted On-premise for Producing New Sources of Revenue before being handed off to the Internet. Internet 10 Mbps 25.00 Elastic In other words, the Internet-bound traf- INTERNET Source: Grand View Research Cost Per Year for 100 Sites service chaining fic transits both the MPLS network and MPLS only Hybrid Dual Internet 20.00 0% 10% 20% 30% 40% 50% 60% 70% 80% the Internet access link, adding both APPLICATION FIREWALL vCPE virtual ~$2,520,000 ~$1,200,000 ~$264,000 managed services Percent of Respondents cost and delay. TRAFFIC Per TeleGeography.com - Broadband vs. MPLS pricing for San Francisco Q4 2014. Median monthly price: 15.00 Source: IHSMetacloud Markit “The penalties associated with 10-20 Mbps Broadband $110/month, 10Mbps MPLS IP VPN + Local Access $2,100 Month. Europe UC Market Size, by Vertical 2012 - 2023 ($B) backhauling Internet traffic are usually IP ROUTER 10.00 Source: Silver Peak Systems Bandwidth DATA CENTER 35.00 on demand acceptable if the amount of Internet APPLICATION Services traffic is relatively light,” write the estimated as hybrid WAN topologies ACCELERATIONas well. Network managers can push 5.00 30.00 Virtual OFFICE BRANCH IP VPN private cloud Webtorials analysts. “However, the becomeExample the norm. Managed According SD-WAN to one Solutionless-critical, non-real-time data onto Internet traffic generated by most com- survey by Forrester, for instance, 54 less expensive, best-efforts links, 0.0025.00 Source: Telstra OutsourcingElastic Trend: IT Security panies is large and growing.” percent of network and telecom man- while reservingINTERNET more expensive, 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 service chaining Again, while MPLS provides a agers are dealing with four or more dedicated links for mission-critical and 20.00 Enterprise Education Government Healthcare Others 0% 10% 20% 30% 40% 50% 60% 70% 80% highly stable, high-performance, and connection technologies withinAPPLICATION their real-timeFIREWALL data. TRAFFIC Percent of Respondents highly scalable means of intercon- networks, from private leased lines to That’s also where MPLS comes in Source:15.00 Global Market Insights necting multiple data centers and Source: IHS Markit ROUTER About branch offices, it can be expensive, What are theIP primary advantages that would drive 10.00 and the expense makes the most your company to implementAPPLICATION an SD-WAN? DATA CENTER Same sense when applications were largely ACCELERATION 5.00 41% Increasing OFFICE BRANCH IP VPN hosted in data centers and the Inter- Global UCaaS Revenue by Region 59% 16% net could not deliver business-grade 0.00 Source: Telstra Outsourcing Trend: IT Security reliability. Today, applications increas- Increase flexibility 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 13% 8.00 35.0% ingly are offered on-demand, via the Reduce OPEX Enterprise Education Government Healthcare Others Internet and cloud, and SD-WAN, as 12% 7.00 30.0% a virtual overlay, adds security and Improve application performance Source: Global Market Insights Percent of Organizations 12% reliability to lower-cost broadband Simplify operations 6.00 Source: ComputerAbout Economics connections, say its proponents. One What are the primary advantages that10 %would drive 25.0% Middle East & Africa Same upshot can be a reduced dependency yourImprove company security to implement an SD-WAN? 5.00 on MPLS connections. 9% 20.0% Latin America 41% Increasing Improve availability That’s not to say SD-WAN elimi- Global4.00 UCaaS Revenue by Region 59% 8% 16% APAC nates the need for MPLS, at least not Deploy new functionality more quickly $Billion Outsourcing Cost Experience: Increase flexibility 15.0% in most cases. What SD-WAN does 8% Europe Network Operations Add bandwidth more quickly 13% 3.008.00 35.0% do is bond and support multiple WAN Reduce OPEX access technologies, such as DSL, 7% 12% 10.0% North America Provide better visibility 2.007.00 30.0% LTE, leased lines, MPLS VPN, etc. Improve application performance Percent of Organizations 12% Reduce CAPEX 5% 5.0% Y-o-Y It creates overlay tunnels on top of Simplify operations 1.006.00 Source: Computer Economics available transports links that make 0% 2% 4% 6% 8% 10% 12%10% 14% 16% 25.0% Middle East Cost Less, & Africa Cost Same, up an organization’s WAN, while edge Improve security 0.005.00 0.0% Source: Webtorials 2013 2014 2015 2016 2017 2018 33% 39% devices at customer sites allow IT ad- 9% 20.0% Latin America Improve availability ministrators to manage or automate, 4.00 8% Source: MarketsandMarkets APAC

$Billion Outsourcing Cost Experience: via centralized policies, WAN function- carrierDeploy Ethernet new functionality to 4G/LTE more to quickly MPLS (or in the case of our mixed topology, 15.0% ality, including configuration, provision- to terrestrial fixed wireless. More than remains in). With8% MPLS WAN technol- Europe NetworkCost Operations More, Over the nextAdd 5 bandwidth years, hosted more quickly VoIP and 3.00 ing and security. Users should also three-quartersUC will be the ofsegment firms withuse themore largest than ogy, users have full control over traffic 28% growth in the global VoIP and 7% 10.0% North America be able to dynamically set the path one,unified so anythingcommunications Providethat streamlines better market visibility man- engineering. The intelligence in SD- 2.00 for each application based on their agement, orchestration and mainte- WAN lies on the edge, via boxes on Percent of Organizations $90 Reduce CAPEX 5% 5.0% Y-o-Y customer-defined policies. nance$80 could be seen as a boon. the customer premises that are con- 1.00 Performance of Intelligent Contact Centers Outpace “All Others” Source: Computer Economics, 2016 It’s a benefit that can’t be under- There$70 is a related business case,0% 2% (Continued4% 6% 8% on 10%page12% 90)14% 16% Cost Less, Cost Same, $60 0.00 0.0% $50 Source: Webtorials 2013 2014 2015 2016 2017 2018 33% 39% 14% 28 ChannelVision | September - October,$40 2016 12.7% Best-in-Class All Others $30 $20 12% Source: MarketsandMarkets $10 9.9% $0 10% 8.5% Cost More, Over the next 5 years, hosted VoIP and 8.3% 7.9% UC will be2015 the segment with2020 the largest 8% 28% Global Revenue (US$ Billions) growthResidential/SOHO in the global VoIP VoIP and 5.6% unifiedBusiness communications VoIP - Managed IPmarket PBX 6% 5.2% Business$90 VoIP - IP Connectivity 4.0% Percent of Organizations Business$80 VoIP - Hosted VoIP & UC 4% 3.2% Performance of Intelligent Contact Centers Outpace “All Others” Source: Computer Economics, 2016 Source: $70IHS, Inc. 2% Top IT security challanges $60 $50

Year-over-year percent change 0% $40 14% 12.7% Best-in-Class All Others 100 $30 -2% -1.0% $20 12% -1.8% -1.1% $10 Annual Customer9.9% Customer Number of Improvement Improvement 80 $0 10% company retention lifetime8.5% value quality SLAs in number of in average cost What are the top three2015 tasks your company2020 uses revenue 8.3%met customer7.9% per customer 8% 60 69% cloud computingGlobal Revenue (US$ Billions) to complete? Residential/SOHO VoIP complaints contact 5.6% 57% Business VoIP - Managed IP PBX 6% 5.2% 54% Third Second First Source: Aberdeen Group Business VoIPPriority - IP ConnectivityPriority Priority 4.0% 40 46% Business VoIP - Hosted VoIP & UC 4% 3.2% 20% 35% 20% 32% Source: IHS, Inc. 2% 20Top IT security challanges 18% 14% 14% 14% 22% Year-over-year percent change 0% 100 0 21% 19% 10% -2% 17% 12% -1.8% -1.0% -1.1% Limited end-user End-user Lack of time / Inadequate Limited Lack of support 12% 80 knowledge resistance resources to budget for knowledge from management 11% regarding risk / secure network security about all potential for security 13% Annual Customer Customer Number of Improvement Improvement 28% 21% 16% company retention lifetime value quality SLAs in number of in average cost security solutions security threats initiatives What are the top three tasks your company uses revenue met customer per customer 60 69% cloud computing to complete? Mobility complaints contact Source: Spiceworks Collaboration 57% 54% Third Second First Source: Aberdeen Group File Storage App Deployment Priority Priority Priority 40 46% 20% App Testing/Development 35% 20% 32% Backup/Disaster Recovery 20 18% 14% 14% 14% Source: Clutch22% 21% 10% 0 17% 19% 12% Limited end-user End-user Lack of time / Inadequate Limited Lack of support 12% knowledge resistance resources to budget for knowledge from management 11% regarding risk / secure network security about all potential for security 13% 28% 21% 16% security solutions security threats initiatives

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s workplace trends evolve to ubiquitous mobility technology,” explained Kenneth Fox, CEO at Channel and cloud-based environments, the enterprise Mechanics. “But the feedback that we hear is a lot of Achannel sales process has gained complexity concern over what the role of distribution will be in three and sophistication. It’s no longer a question of a vendor to five years’ time as things move to the cloud.” pushing a box to an end user via a reseller; nor is it a Distributors are evolving with the cloud – they’re now straightforward “do more for less” sales process in the the ones providing the services because they’ve become communications realm. Products and services have managed service providers, Fox continued. “The smart converged; delivery and compensation models have partners are the ones delivering those services as op- blended; and tailored solution design is paramount. posed to the hardware. So the types of channel programs The modern sales process itself is much more about are changing, discounts are different, and there are new understanding individual customers’ strategic business big players in channel space that weren’t there before.” needs than shaving dollars off of a monthly invoice. As such, data and analytics-based channel enable- “How effective communications happen between ment and management have become important pieces all of the players in the channel ecosystem has been of the puzzle for vendors, service providers and master a standard issue for a 100 years, and it’s one that will agents/distributors when it comes to ensuring sales part- be there in 100 more, regardless of the evolution of ners’ success. They need to deal with the complexity of

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A Subsidiary of Saddleback Communications THE BRAINS OF THE NEW GLOBAL NETWORK today’s workplace needs and channel and distributors for channel insights. grams. It provides very little in the way ecosystem, and a need to gain speed in In today’s environment, this data is of actionable data flowing back up to decision-making is necessary in order largely insufficient for providing the in- the provider, vendor or master agent. to stay competitive. So, new sources of telligence companies require to make “As markets get more competitive, information than what’s been used in critical business decisions. the main challenges in coordinating the past to drive channel strategy are Many companies with channel relationships in the enterprise sales critical to those efforts. programs also continue to rely solely channel revolve around a) the speed on the older arena of partner relation- and ease with which companies and Data-Based Approaches ship management (PRM). But PRM partners capitalize/collaborate on In the past, organizations man- is essentially a partner portal used by market opportunities, b) a complete aging a channel strategy relied vendors to communicate to partners, understanding of the end-customer, completely on purchase order and provide content and training resources and c) making data-driven decisions point-of-sale statements from partners and engage with them on channel pro- across the channel organization,” explained Mukund Ramaratnam, vice president of strategic sales at Zyme Solutions. “A critical missing capabil- ity in addressing these challenges is the lack of visibility and data-sharing between producers, such as device manufacturers, and the distributors and resellers that move their products through the channel to customers.” He added, “Channel sales, incen- tive payments, supply chain planning and revenue accounting segments of a business all suffer without a founda- tion of decision-grade channel data. Now more than ever, it is critical for organizations to ensure channel vis- ibility in order to gain insight into every part of their business to ultimately im- prove their bottom line.” Data-based approaches become even more important given the rise of Internet of Things (IoT) and connected devices, which create intricate, com- plex supply chains, and the need for an omni-channel strategy, including e-commerce channels. “Consider that companies are plac- ing more than a trillion dollars’ worth of goods and services into providers, resellers and master agents, and de- pend on a successful channel strategy to drive sales,” said Ramaratnam. “Without way to gather key insights from channel data, organizations will continue to fly blindly through the channel and will lose out on vital infor- mation that could drive revenue.” For example, if a distributor or re- tailer wants to place an expedited order for additional units (usually at the air- freight expense of the manufacturer), would the decision to replenish the dis- tributor’s or retailer’s stock be different if there was reliable data suggesting

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excess inventory of the same product CDM also can integrate with PRM fectively monitor or manage the at another distributor? Or at a different in intelligent ways, such as to en- program, ensuring that partners branch of the same retailer? able data-exchange interactions with are getting their fair share, that the partners or to provide information on right partners are seeing the right The Rise of CDM incentives and rebates calculated. discount, and that things are being Against this backdrop, channel data Similarly, integration with CRM sys- fulfilled through the right distributor. management (CDM) systems have tems such as Salesforce.com lets field Also, there’s an interest in avoiding emerged to offer a fundamental data sales and channel account managers “gray market” activities brought on by management capability, delivered in gain visibility into their partners’ per- partners over-stocking in demo pro- the cloud, not only to drive channel formance on a daily or weekly basis. grams or taking advantage of deep management but also to improve busi- “In the future, smarter channel discounts to undercut the market. ness processes that are connected to management will integrate CDM to Channel Mechanics’ platform channel performance (including sales ‘light up’ PRM and CRM systems with drives automation into most of these and inventory data). Data-driven ben- data-enabled insights and analytics,” processes. Channel managers gain efits include predicting channel sales, said Ramarantnam. real-time data access through dash- calculating accurate rebates and com- boards and reports. So, for instance, missions, allotting market development The Time to Market Play a product manager can see how an funds (MDF) and regulating financial Data-driven approaches also help offer is performing in real time. The budgeting and planning processes. solve legacy concerns. For instance, platform also delivers insights on Zyme, for instance, offers a software- in coordinating their channel relation- which partners are looking at the pro- as-a-service (SaaS) solution, dubbed ships, vendors, providers and master gram, which ones are actually using it, Zyme Cloud Platform 3.0, which is an- agents typically struggle with time to and which ones aren’t participating. chored by a series of powerful engines market for promotions and programs. “The benefit that we hope to bring and rich content directories. These “Most providers want to run a demo is accelerated time to market, and the algorithms and global databases enable program to seed the market, or they ability for the vendor to be proactive Zyme’s CDM platform to convert millions might offer discounts for bundles, or instead of reactive,” said Fox. “We of transactions into channel intelligence. even multivendor bundles,” said Chan- prevent program abuse, and ensure “A 360-degree view of an organiza- nel Mechanics’ Fox. “Add in deal reg- that bundles are able to be created tion’s end-user customers, a top prior- istration, fund management and sales and managed.” ity for most companies, is impossible incentives, and you’re looking at a very Channel Mechanics also has spent without access to channel data,” said complex set of things to enable.” a lot of time solving the problem that Ramarantnam. “With CDM, organiza- As such, the time it typically takes vendors have in segmenting and dif- tions are empowered with insights into to get an offer out to channel partners ferentiating their offers by geography, end-user customers, specifically on can be anywhere from eight to 12 product type, vertical and so on, said how products are performing in com- weeks, he said. Fox, so they can create segmented parison to competitor products, and “When you’re in a competitive situ- and targeted offerings for specific which market segments are success- ation, or looking to tap a new market, types of partners, like those that have ful or unsuccessful. In turn, this critical that’s a recipe for losing share,” Fox said. a certain certification level. insight results in a boost in revenue, Also, once an offer has launched, In other words, Fox continued, higher ROI from marketing spend and the provider, vendor or master agent “Providers can get granular and solve ultimately improves overall profit.” is then faced with the need to ef- the issue of ‘spray and pray.’”

34 ChannelVision | September - October, 2016

early six out of 10 businesses re- cently surveyed by Aberdeen Group say theyN use at least eight channels of communications when interacting with customers who are looking to make a purchase. A separate study from Adobe Digital Index likewise found that 79 percent of people admit to switching devices during a single online interaction. It’s largely why the term “call center” no longer adequately describes today’s customer contact center, and it speaks to the complexity today’s omni-channel busi- nesses face in terms of customer communi- cations and interactions, from marketing to sales to support. “The contact center is the nerve center of Omni- the business,” writes Omer Minkara, Aber- deen Group research director. “Much like how the human brain functions, it collects and in- terprets numerous signals.” While the human brain collects signals through five sense, “the Channeling contact center collects data through channels of customer interaction.” The pitch for intelligence Of course, how a company uses that structured and unstructured data can be in the contact center the difference between strategic success By Martin Vilaboy and failure, as Aberdeen research suggests those that have grasped the notion of intelligent contact centers are reaping enterprise-wide rewards. Indeed, the research firm identified numerous key performance indicators where performance of intelligent contact centers,

36 ChannelVision | September - October, 2016 SAVE THE DATE FOR 2017 – IT’S ALL ABOUT ACCESS...

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6% 4% Implemented 11%

Expanding implementation Personalize the Customer Service Experience Planning to implement in the next 12 months 15% Technology Already Deployed by Cities 70% 64% 61% Best-in-Class All Others Interested but no plans to implement (percentage of cities) 49% 46% within 12 months 82% 50% 38% Not interested 40% 26% LED/other energy-efficient lighting 62% 30% Don’t know Low-energy buildings 62% 24% Energy-efficient appliances/ 10% pumps/other systems 53% Use customer contact Route customer cases Use self-service Source: Forrester Consulting Hybrid vehicles information to direct based on complexity and data when forecasting 47% customers to the right nature of issue agent demand Solar electric generation channels Compressed natural 31% Source: Aberdeen Group gas (CNG) vehicles Energy-efficent water 23% treatment technology How much of your Internet traffic that originates in your branch offices do you currently backhaul 22% to a data center before handing it off to the Internet? All-electric vehicles Methanecapture (landfills, biosolids) 21%

Solar hot water 19%

Geothermal 16% 2016 Focus on the Agent Desktop to Create Happy Customers 18% 17% 12% 10% 7% 35% Waste-to-energy conversion 12% & Minimize Costs Cogeneration (combined heat & power) 11% Advanced biofuels 11% 8% 7.3% 7.2% Companies with agent desktop optimization programs Smart grids/smart meters 11% 6% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 4.3% 4.4% All Others Source: Ericsson 4% 0% Between 1% and 20% Between 21% and 40% 2.3% 2.2% Between 41% and 60% Between 61% and 80% More than 80% 2% 1.5% 0% Source: Webtorials North America UC Market by Delivery Method, -2% -1.0% 2013 - 2024 ($B)

Year-over-year percent change -4% -3.4% -4.5% 25.00 -6% Number of Customer Average Improvement Improvement positive retention revenue per in average cost in average 20.00 mentions call per customer handle time through social contact media Potential Cost Savings from SD-WAN channels 15.00 ~$2100/Month Source: Aberdeen Group

MPLS - 10Mbps 10.00 Up to 90% ~$1100/Month reduction in WAN 5.00 Internet 10 Mbps costs MPLS - 5Mbps ~$220/Month 0.00 2012 2013 2014 2015 2016 2017 2018 2019 2020 Internet 10 Mbps Global Carriers' Top SDN/NFV Applications Monthly Cost Per Site Hosted On-premise for Producing New Sources of Revenue Internet 10 Mbps Source: Grand View Research Cost Per Year for 100 Sites MPLS only Hybrid Dual Internet vCPE virtual ~$2,520,000 ~$1,200,000 ~$264,000 managed services Per TeleGeography.com - Broadband vs. MPLS pricing for San Francisco Q4 2014. Median monthly price: Metacloud 10-20 Mbps Broadband $110/month, 10Mbps MPLS IP VPN + Local Access $2,100 Month. Europe UC Market Size, by Vertical 2012 - 2023 ($B)

Source: Silver Peak Systems Bandwidth 35.00 on demand Services

30.00 Virtual private cloud Example Managed SD-WAN Solution 25.00 Elastic INTERNET service chaining 20.00 0% 10% 20% 30% 40% 50% 60% 70% 80% APPLICATION FIREWALL Percent of Respondents TRAFFIC 15.00 Source: IHS Markit

IP ROUTER 10.00 APPLICATION DATA CENTER ACCELERATION 5.00 OFFICE BRANCH IP VPN 0.00 Source: Telstra 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 Outsourcing Trend: IT Security Enterprise Education Government Healthcare Others

Source: Global Market Insights About What are the primary advantages that would drive your company to implement an SD-WAN? Same 41% Increasing Global UCaaS Revenue by Region 59% 16% Increase flexibility 13% 8.00 35.0% Reduce OPEX 12% 7.00 Improve application performance 30.0% Percent of Organizations 12% Simplify operations 6.00 Source: Computer Economics 10% 25.0% Middle East & Africa Improve security 5.00 9% 20.0% Latin America Improve availability 4.00 8% APAC

$Billion Outsourcing Cost Experience: Deploy new functionality more quickly 15.0% 8% Europe Network Operations Add bandwidth more quickly 3.00 7% 10.0% North America Provide better visibility 2.00

Reduce CAPEX 5% Y-o-Y 1.00 5.0% 0% 2% 4% 6% 8% 10% 12% 14% 16% Cost Less, Cost Same, 0.00 0.0% Source: Webtorials 2013 2014 2015 2016 2017 2018 33% 39%

Source: MarketsandMarkets Cost More, Over the next 5 years, hosted VoIP and UC will be the segment with the largest 28% growth in the global VoIP and unified communications market

$90 Percent of Organizations $80 $70 Performance of Intelligent Contact Centers Outpace “All Others” Source: Computer Economics, 2016 $60 $50 $40 14% 12.7% Best-in-Class All Others $30 $20 12% $10 9.9% $0 10% 8.5% 8.3% 7.9% 2015 2020 8% Global Revenue (US$ Billions) Residential/SOHO VoIP 5.6% Business VoIP - Managed IP PBX 6% 5.2% Business VoIP - IP Connectivity 4.0% Business VoIP - Hosted VoIP & UC 4% 3.2% Source: IHS, Inc. 2% Top IT security challanges

Year-over-year percent change 0% 100 -2% -1.8% -1.0% -1.1% Annual Customer Customer Number of Improvement Improvement 80 company retention lifetime value quality SLAs in number of in average cost What are the top three tasks your company uses revenue met customer per customer 69% cloud computing to complete? complaints contact 60 57% 54% Third Second First Source: Aberdeen Group Priority Priority Priority 40 46% 20% depicted as “best-in-class,” outpaces Even better, the third area of ben- CRM system to optimize customer 35% 20% 32% all others, including year-to-year efits is financial results. Aberdeen routing,” Minkara explained. 20 18% 14% 14% 14% 22% improvements in revenue, retention, figures suggest that companies with Companies also can build specif- 21% 10% satisfaction, cost per customer con- best-in-class contact centers enjoy ic workflows so clients within higher- 0 17% 19% 12% Limited end-user End-user Lack of time / Inadequate Limited Lack of support 12% tact, first call resolution and number more than twice the year-over-year spending categories are quickly con- knowledge resistance resources to budget for knowledge from management 11% regarding risk / secure network security about all potential for security 13% 28% 21% 16% of SLAs met. growth in annual company revenue nected to a high-touch channel (i.e. security solutions security threats initiatives All told, Aberdeen cites three than the all others group (12.7 per- phone) without having to go through Mobility Source: Spiceworks Collaboration main categories of performance cent vs. 5.6 percent). IVR, or a workflow can route clients benefits that intelligent contact to a preferred support channel, as- File Storage App Deployment centers provide. For starters, they The Cornerstones suming that information is available App Testing/Development Backup/Disaster Recovery enjoy superior customer experience of Intelligence within the CRM platform. Companies results indicated by the ability to So how does a company deter- with intelligence contact centers also Source: Clutch decrease the number of customer mine the IQ of its customer support are 61 percent more likely to route complaints year over year (7.9 per- resources? Aberdeen researchers support interactions based on com- cent for best-in-class vs. -1.0 per- have identified four building blocks plexity, showed Aberdeen. cent for all others). that businesses can use to help Beyond customer interaction, “As such, they observe sub- construct a performance-enhancing, optimized data flows can help busi- stantial annual growth in customer intelligent contact center. nesses streamline operations, such retention rates and customer lifetime Being that customer support as with agent scheduling. Aberdeen value,” argues Minkara. resides in an omni-channel world, found that intelligent contact centers Secondly are the benefits that where multiple systems (CRM, are 77 percent more likely than all relate to operational results, includ- ACD, IVR) and channels (phone, others to use self-service data when ing metrics such as agent utilization, SMS, live chat, email) are integrat- forecasting agent demand across all number of quality SLAs met and aver- ed across the enterprise and experi- channels, meaning companies active- age handle time. “Managing opera- ence to provide a unified view of the ly monitor the number of customers tions to improve these KPIs ultimately customer, it’s no surprise that the using self-service portals such as a help contact centers reduce customer first building block is the seamless website, IVR or an online community, service costs,” continues Minkara. flow of data across the organization, and apply this insight when projecting Aberdeen figures show “that intel- or workflow optimization. And one agent demand across channel. ligent contact centers maximizing op- of the primary upsides of workflow The next principal component of erational efficiencies reduce service optimization is a personalized cus- intelligence in the contact center, costs by 5.2 percent year-over-year, tomer experience. says Aberdeen, is the empower- compared to 1.1 percent increase by In turn, intelligent contact centers ment of agents. all others,” said Minkara’s research are 31 percent more likely to use “Data shows that intelligent report. Put together, the results sug- customer contact data to direct cus- contact centers truly understand gest that intelligent contact centers tomers to the appropriate channels, the importance of empowering em- improve the customer service experi- show Aberdeen surveys. “This is ployees with timely and relevant ence while simultaneously lowering done by using ACD data in combi- insights needed to do their jobs,” customer service costs. nation with account data within the said Minkara.

38 ChannelVision | September - October, 2016

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6% 4% Implemented 11% a mix of activities to track customer Expanding implementation Personalize the Customer Service Experience experience outcomes and ensure Planning to implement in the next agents are meeting and exceeding 12 months 15% Technology Already Deployed by Cities 70% 64% Best-in-Class All Others 61% client needs. Interested but no plans to implement (percentage of cities) 49% 46% Best-in-class contact centers, for within 12 months 82% 50% 38% instance, are 28 percent more likely Not interested 40% 26% to enable supervisors and execu- LED/other energy-efficient lighting 62% 30% Don’t know tives with real-time views of activity Low-energy buildings 62% results. This provides decision mak- 24% Energy-efficient appliances/ 10% ers with the ability to detect positive pumps/other systems 53% Use customer contact Route customer cases Use self-service Source: Forrester Consulting or negative trends in a timely fashion What are your organization’s plans for adopting Hybrid vehicles information to direct based on complexity and data when forecasting software-defined WAN solutions? 47% customers to the right nature of issue agent demand and take corrective action when nec- Solar electric generation channels essary, say Aberdeen analysts. The 31% 6% 4% Compressed natural Source: Aberdeen Group best-in-class also are 30 percent gas (CNG) vehicles Implemented 11% more likely to use customer feed- Energy-efficent water 23% treatment technology Best-in-class firms, for instance, unnecessary costs due to poor infor- back when measuring and manag- How much of your Internet traffic that originates in your branch offices do you currently backhaul Expanding implementation 22% Personalize the Customer Service Experience to a data center before handing it off to the Internet? All-electric vehicles are 17 percent more likely than all mation management practices.” ing agent performance, and are 37 Planning to implement in the next others to have access to detailed Customer service reps in an percent more likely to use voice of Methanecapture (landfills, biosolids) 21% 12 months 15% Technology Already Deployed by Cities historical70% account64% data, often pre-61% intelligentBest-in-Class contact center alsoAll Others are the customer (VoC) data as a way Interested but no plans to implement Solar hot water 19% venting the need for agents to ask empowered with46% easy access to to build agent competency profiles, within 12 months (percentage of cities) 49% 82% more50% exploratory questions or for relevant knowledgebase articles, compared to all others. Geothermal 16% 38% 2016Not interested 40% customersFocus on to the provide Agent and Desktop repeat bato -Createsaid Minkara.Happy Customers “Such easy access So far, we have seen how in- 18% 17% 12% 10% 7% 35% LED/otherWaste-to-energy energy-efficient conversion lighting 12% 62% 26% sic30%& informationMinimize Costs – an issue that often to relevant insight ultimately helps telligence in the contact center Don’t know Cogeneration (combinedLow-energy heat buildings& power) 11% 62% tops lists of customer support com- the intelligent contact center reduce improves agent interaction with cus- 24% plaints. Likewise, intelligent contact handle times and improve first con- tomers and upper management, as Energy-efficientAdvanced appliances/ biofuels 11% 10%8% 7.3% 7.2% Companies with agent desktop pumps/other systems 53% centers provideUse customer workers contact with unifiedRoute customer optimizationtact casesresolutions.” programs Use self-service well as their own performance. The Source: Forrester Consulting information to direct based on complexity and data when forecasting Smart grids/smartHybrid vehicles meters 11% desktop6% capabilities, whereas, on Empowered agents lead to hap- forth building block involves smarter 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 47% customers4.3% to the right 4.4% natureAll of Othersissue agent demand Solar electric generation average, contactchannels center agents tra- pier customers, and improving cus- interaction between customer care Source: Ericsson 4% 0% Between 1% and 20% Between 21% and 40% Compressed natural 31% ditionallySource: Aberdeen have Groupused three screens 2.3%tomer experience results is a top and IT departments. Aberdeen sur- gas (CNG) vehicles 2.2% Between 41% and 60% Between 61% and 80% More than 80% to 2%find relevant data needed to objective for 96 percent of1.5% contact veys found that best-in-class com- Energy-efficent water 23% treatment technology serve customers. centers surveyed by Aberdeen. Here panies are 44 percent more likely to How much of your Internet traffic that originates in your branch offices do you currently backhaul 22% 0%“This consumes 15 percent of again, intelligent contact centers have a formal process where cus- to a data center before handing it off to the Internet? All-electric vehicles Source: Webtorials agent time,” said Aberdeen. “Hence, are known for allowing executives tomers care executive and the CIOs 21% -1.0% NorthMethanecapture America (landfills, UC biosolids)Market by Delivery Method, a -2%300-seat contact center with a fully to manage performance through the work closely to manage customer 2013 - 2024 ($B) Solar hot water 19% loaded annual labor cost of $50,000 lens of the customers. In other words, data. (Incidentally, they are also Year-over-year percent change -4% -3.4% incurs $2.25 million each year in the top-performing companies use significantly more likely to regularly Geothermal 16% -4.5% 25.00 -6% back up customer data.) 2016 Focus onNumber the of Agent CustomerDesktop to CreateAverage HappyImprovement CustomersImprovement 18% 17% 12% 10% 7% 35% Waste-to-energy conversion 12% “A collaborative data manage- & Minimizepositive Costs retention revenue per in average cost in average 20.00 Cogeneration mentions call per customer handle time ment process includes determining (combined heat & power) 11% through social contact 8% 7.3%media 7.2% Companies with agent desktop the roadblocks in making better use of Potential Cost Savings from SD-WAN Advanced biofuels 11% channels 15.00 optimization programs data, mapping data flows, and deter- Smart grids/smart meters 11% Source: Aberdeen Group ~$2100/Month0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 6% All Others mining how to incorporate new chan- 4.3% 4.4% nels within the current customer inter- 10.00 MPLS - 10Mbps Source: Ericsson 4% action channel mix,” Minkara stated. 0% Between 1% and 20% Between 21% and 40%Up to 90% 2.3% 2.2% “While each business will face unique Between 41% and 60% Between~$1100/Month 61% and 80% More than 80% reduction 2% 1.5% in WAN 5.00 issues at different points in time, it is Internet 10 Mbps costs 0% regular collaboration that ultimately Source: Webtorials MPLS - 5Mbps ~$220/Month 0.00 helps the intelligent contact centers 2012 2013 2014 2015 2016 2017 2018 2019 2020 -1.0% Internet 10 Mbps North America UC Market by Delivery Method, -2% Global Carriers' Top SDN/NFV Applications outpace all others and drive maximum Monthly Cost Per Site 2013 - 2024 ($B) Hosted On-premise for Producing New Sources of Revenue results through effective use of data.” Internet 10 Mbps Year-over-year percent change -4% -3.4% Ultimately, in the era of the em- Source: Grand View Research -4.5% Cost Per Year for 100 Sites 25.00 -6% powered consumer, who typically is MPLS only Hybrid Dual Internet Number of Customer Average Improvement Improvement armed with a single device by which positivevCPE virtual retention revenue per in average cost in average ~$2,520,000 ~$1,200,000 ~$264,000 managed services they can communicate with a busi- 20.00 mentions call per customer handle time Per TeleGeography.com - Broadband vs. MPLS pricing for San Francisco Q4 2014. Median monthly price: through Metacloudsocial contact ness in multiple ways, an intelligent 10-20 Mbps Broadband $110/month, 10Mbps MPLS IP VPN + Local Access $2,100 Month. Europe UC Market Size, by Vertical 2012 - 2023 ($B) media Potential Cost Savings from SD-WAN channels contact center becomes less a differ- 15.00 Source: Silver Peak Systems Bandwidth entiator and more a necessity. ~$2100/Month 35.00 Source: Aberdeen on Group demand Services

MPLS - 10Mbps 10.0030.00 Virtual privateVision cloud | September - October, 2016 Example Managed SD-WAN Solution Up to 90% 40 Channel ~$1100/Month reduction 25.00 in WAN 5.00 Elastic Internet 10 Mbps INTERNET service chaining costs 20.00 0% 10% 20% 30% 40% 50% 60% 70% 80% 0.00 MPLSAPPLICATION - 5Mbps FIREWALL~$220/Month 2012 2013 2014 2015 2016 2017 2018 2019 2020 Percent of Respondents TRAFFIC Internet 10 Mbps 15.00 Global Carriers' Top SDN/NFV Applications Monthly Cost Per Site Hosted On-premise forSource: Producing IHS Markit New Sources of Revenue ROUTER Internet 10 Mbps IP Source:10.00 Grand View Research Cost Per Year for 100 SitesAPPLICATION DATA CENTER MPLS only Hybrid ACCELERATIONDual Internet 5.00 vCPE virtual ~$2,520,000OFFICE BRANCH ~$1,200,000 ~$264,000IP VPN managed services Per TeleGeography.com - Broadband vs. MPLS pricing for San Francisco Q4 2014. Median monthly price: 0.00 Metacloud 10-20 Mbps Broadband $110/month, 10Mbps MPLS IP VPN + Local Access $2,100 Month. Europe UC Market Size, by Vertical 2012 - 2023 ($B) Source: Telstra 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 Outsourcing Trend: IT Security Source: Silver Peak Systems Bandwidth 35.00 Enterprise Education Government Healthcare Others on demand Services

30.00 Virtual Source: Global Market Insights private cloud Example Managed SD-WAN Solution 25.00 Elastic About What are the primary advantages thatINTERNET would drive service chaining your company to implement an SD-WAN? Same 20.00 0%41%10% 20% Increasing30% 40% 50% 60% 70% 80% APPLICATION FIREWALL TRAFFIC Global UCaaS Revenue by Region Percent59% of Respondents 16% 15.00 Source: IHS Markit Increase flexibility ROUTER IP 13% 10.008.00 35.0% Reduce OPEX APPLICATION DATA CENTER ACCELERATION 12% 5.007.00 30.0% ImproveOFFICE application BRANCH performance IP VPN Percent of Organizations 12% Simplify operations 0.006.00 Source: Computer Economics Source: Telstra 10% 2012 2013 2014 2015 2016 2017 2018 2019 2020 25.0%2021 2022 Middle2023 East Outsourcing Trend: IT Security Improve security & Africa 5.00 Enterprise Education Government Healthcare Others 9% 20.0% Latin America Improve availability Source:4.00 Global Market Insights 8% APAC

$Billion Outsourcing Cost Experience: Deploy new functionality more quickly 15.0% 8% Europe NetworkAbout Operations Add Whatbandwidth are more the quickly primary advantages that would drive 3.00 your company to implement an SD-WAN? Same 7% 10.0% North America Provide better visibility 2.00 41% Increasing Global UCaaS Revenue by Region 59% Reduce CAPEX 5% 16% Y-o-Y 1.00 5.0% Increase flexibility 0% 2% 4% 6% 8% 10% 12% 14% 16% Cost Less, 13% 8.00 35.0% Cost Same, 0.00 0.0% Source: WebtorialsReduce OPEX 2013 2014 2015 2016 2017 2018 33% 39% 12% 7.00 Improve application performance 30.0% Percent of Organizations 12% Source: MarketsandMarkets Simplify operations 6.00 Source: ComputerCost Economics More, Over the next 5 years, hosted VoIP and 10% 25.0% Middle East UC will be the segmentImprove with security the largest & Africa 28% growth in the global VoIP and 5.00 unified communications market 9% 20.0% Latin America Improve availability $90 4.00 Percent of Organizations 8% APAC

$80 $Billion Outsourcing Cost Experience: Deploy new functionality more quickly 15.0% $70 Performance of Intelligent Contact Centers Outpace “All Others” Source: Computer Economics, 2016 8% Europe Network Operations $60 Add bandwidth more quickly 3.00 $50 7% 14% 10.0% North America $40 Provide better visibility 12.7% 2.00 Best-in-Class All Others $30 12% $20 Reduce CAPEX 5% Y-o-Y $10 1.00 9.9% 5.0% $0 10% 8.5% 0% 2% 4% 6% 8% 10% 12% 14% 16% 8.3% 7.9% Cost Less, 2015 2020 8% Cost Same, Global Revenue (US$ Billions) 0.00 0.0% 33% Residential/SOHOSource: Webtorials VoIP 5.6% 2013 2014 2015 2016 2017 2018 39% Business VoIP - Managed IP PBX 6% 5.2% Business VoIP - IP Connectivity 4.0% Business VoIP - Hosted VoIP & UC 4% Source: MarketsandMarkets 3.2% Source: IHS, Inc. 2% Cost More, Top IT security challanges Over the next 5 years, hosted VoIP and UC will be the segment with the largest 28% growth in the global VoIP and Year-over-year percent change 0% 100 unified communications market -2% -1.8% -1.0% -1.1% Percent of Organizations $90 80 $80 Annual Customer Customer Number of Improvement Improvement company retention lifetime value quality SLAs in number of in average cost Source: Computer Economics, 2016 What are$70 the top three tasks your company uses Performance of Intelligent Contact Centers Outpace “All Others” revenue met customer per customer 69% cloud computing$60 to complete? complaints contact 60 $50 57% $40 14% 12.7% Best-in-Class All Others 54% Third Second First Source: Aberdeen Group $30 Priority Priority Priority 40 46% $20 12% 20%$10 9.9% 35% 20% 32% $0 10% 8.5% 20 2015 18% 14%2020 8.3% 7.9% 14% 14% 8% 22%Global Revenue (US$ Billions) Residential/SOHO VoIP 5.6% Business21% VoIP - Managed IP PBX 10% 6% 5.2% 0 17% 19% 12% Limited end-user End-user Lack of time / Inadequate Limited Lack of support Business VoIP - IP Connectivity 12% 4.0% knowledge resistance resources to budget for knowledge from management Business VoIP - Hosted VoIP & UC 11% 4% 3.2% regarding risk / secure network security about all potential for security 13% 28% 21% 16% security solutions security threats initiatives Source: IHS, Inc. 2% Top IT security challanges Mobility Source: Spiceworks Collaboration Year-over-year percent change 0% 100

App Deployment -2% File Storage -1.8% -1.0% -1.1% App Testing/Development Annual Customer Customer Number of Improvement Improvement 80 Backup/Disaster Recovery company retention lifetime value quality SLAs in number of in average cost What are the top three tasks your company uses revenue met customer per customer 69% cloudSource: computing Clutch to complete? complaints contact 60 57% 54% Third Second First Source: Aberdeen Group Priority Priority Priority 40 46% 20% 35% 20% 32% 20 18% 14% 14% 14% 22% 21% 10% 0 17% 19% 12% Limited end-user End-user Lack of time / Inadequate Limited Lack of support 12% knowledge resistance resources to budget for knowledge from management 11% regarding risk / secure network security about all potential for security 13% 28% 21% 16% security solutions security threats initiatives

Mobility Source: Spiceworks Collaboration

File Storage App Deployment

App Testing/Development Backup/Disaster Recovery

Source: Clutch Show Guide

TRENDS THE FUTURE BUYERS THE NETWORK CONNECTIONS DEALS EXECUTIVES INCOMPAS THANKS OUR SPONSORS FOR THEIR SUPPORT

premier partner

gold sponsors

silver sponsors

board sponsors

media sponsors NORTH AMERIC TelecomReseller The Newsource on UC, UCaaS, Collaboraon & Mobility A

the TM

M a g a z i n e

affiliate partner general sponsors

ADVA Optical Networking Mammoth Networks Nebraska Data Centers Atlantic ACM Impact Telecom Nitel Edison Carrier Solutions Midco Ritter Communications Great Plains

« 2 » THE INCOMPAS SHOW I OCTOBER 23 - 25, 2016 CV_0916.indd 84 9/26/16 1:41 PM Welcome to TO DALLAS!

Dear INCOMPAS Show Attendees, Table of Contents Welcome to The INCOMPAS Show! We’re excited to have you join General Information ������ 6 us here in Dallas for what promises to be three days of access to networking events, enriching content, and most importantly, the Schedule at a Glance ����10 opportunity to meet with existing and new customers. Agenda �����������������������12 Much like the ever-changing communications landscape, The INCOMPAS Show continues to evolve in order to provide attendees, sponsors, and Expo Hall Map �������������18 exhibitors with a high-quality event and experience. This Fall you will find new and exciting features that make the show all about access – access to key contacts for Exhibitors �������������������� 20 making business deals happen, access to the latest industry news and trends, and Gaylord Texan Maps ��� 30 access to information that will help you grow your business. You will also find relevant, industry-specific discussions, more time to network with your peers, increased opportunities for buyers and sellers to connect, and the ability to take advantage of all the show has to offer in a central location – the Expo Hall. To kick off The INCOMPAS Show, please join me in the Expo Hall on Sunday for our Texas Tailgate Welcome Party, sponsored by Google Fiber and Twitter, with support from Alpheus, Impact Telecom, Inteliquent, Level 3, Netflix, Spread Networks, TSI, and Wave Wholesale, from 5:00 p.m. to 7:00 p.m. Wear your favorite team’s jersey and come prepared to eat, drink, watch the game, and socialize. The INCOMPAS Show then continues with a line-up of sessions and events on Monday and Tuesday, including: • Monday morning opening keynote session with Richard “Rick” D. Calder, Jr., President and CEO of GTT; and a Tuesday morning keynote session with Ron Mudry, Founder, CEO, and President of Uniti Fiber; • Industry experts speaking on panel sessions: Network Management: Maintaining and Optimizing Networks; Keeping Pace with Technology: Planning For and Predicting Network Needs and Trends; Building the Cities of the Future; and Smart Transportation; • More opportunities to network in a relaxed atmosphere, including Monday’s Beers with Peers Happy Hour sponsored by Facebook and T-Mobile and Tuesday night’s Texas Round Up Closing Party sponsored by Uniti Fiber; • And, of course, continuous deal making on the show floor and in the Deal Center sponsored by GTT, so be sure to schedule those all-important meetings in the BusinessPLANner. I look forward to these next couple of days and hope you find your experience atThe INCOMPAS Show to be a valuable one. On behalf of INCOMPAS and our Board of Directors, I thank you for your continued support of INCOMPAS. Sincerely,

Chip Pickering CEO, INCOMPAS

« 4 » THE INCOMPAS SHOW I OCTOBER 23 - 25, 2016 Introducing SRP DataStation™ Thinking beyond the box!

Come meet us at booth 107 to learn more about the next-generation data center, or visit us at srptelecom.com. General Information

Admission Deal Center Schedule All attendees are required to wear the color-coded Monday, October 24 7:00 a.m. – 6:00 p.m. wristband and badge provided to them upon registration. Tuesday, October 25 7:00 a.m. – 3:00 p.m. Wristbands and badges must stay on for the duration of your attendance at The INCOMPAS Show. No one will be permitted in the Expo Hall, meeting rooms or networking Business PLANner receptions without the appropriate conference wristband The Business PLANner makes scheduling all of those important face-to-face meetings as simple as ever. Access and/or badge. the BusinessPLANner through the INCOMPAS Mobile App or desktop. COLOR REGISTRATION TYPE Orange Wristband Full Conference Log in to the Business PLANner at https://incompasfall2016. expotracker.net/businessplanner and enter the username Blue Wristband Monday Only and password you created when you initially registered Green Wristband Tuesday Only for The INCOMPAS Show. Grey Wristband Meeting Room Only From this dashboard (at right), you can start using the Yellow Badge Exhibitors Business PLANner. Under the ‘Your Messages’ category you can see if anyone has sent you an invitation by Red Badge Party Pass clicking on ‘My Messages’, send an invitation by clicking Registration Hours on ‘Create New Message’ or schedule a meeting by Location: Center Pre-Function clicking on ‘Create New Meeting’. In the right column, Sunday, October 23 2:00 p.m. – 7:00 p.m. you will see any pending invitations you have received, Monday, October 24 7:30 a.m. – 5:00 p.m. invitations you have sent, and your schedule to review or Tuesday, October 25 7:30 a.m. – 1:00 p.m. print. We make it easy to connect without giving out your email or personal information to do it. Registration sponsored by You can also download the pre-registered attendee list, view your registration information and build a profile to share with Expo Hall Schedule potential dealmakers. Location: Grapevine Ballroom Sponsored by Sunday, October 23 5:00 p.m. – 7:00 p.m. Monday, October 24 10:00 a.m. – 6:00 p.m. Tuesday, October 25 10:00 a.m. – 3:00 p.m. The INCOMPAS Show Mobile App Download The INCOMPAS Show mobile app for instant Meeting Rooms access to everything about the show. Easily view the show Interested in meeting with a specific company to talk agenda; add sessions to your personal schedule; sort and do business? Visit them in their designated meeting through the full speaker lineup; access the entire 2016 room! See page 19 for a list of companies who have list of exhibitors, including company description, website, meeting rooms and their locations. and contact information; and stay on track with show notifications. Simply download the free app to your mobile Deal Center device by searching for INCOMPAS in your app store. There is no better place to make deals than at The INCOMPAS Show! Use the BusinessPLANner Charging Station (instructions below) to set up your valuable one-on-one Don’t let your phone’s low-battery life stop you from all that meetings in the Deal Center. You can also stop by for a networking! Stop by the charging station in the Granite limited number of meeting times that are available on a lounge in front of the HUB in the Expo Hall to recharge and first-come, first-serve basis. get back to making deals!

Sponsored by Sponsored by

« 6 » THE INCOMPAS SHOW I OCTOBER 23 - 25, 2016 BRILLIANT FIBER OPTIC SOLUTIONS.

Our fiber infrastructure can provide Ethernet across the country with ring-protected paths for scalable data transmissions from 10Mbps to 10GB.

Mediacom Business offers a broad array of advanced services:

■ Long Haul Transport ■ Metro Ethernet ■ Wireless Backhaul ■ Dedicated Internet Access ■ Point-To-Point Ethernet Service ■ Primary Rate Interface

MediacomBusiness.com

Call to learn how easy and profitable it is to add Mediacom Business to your enterprise offerings

Christina Montalvo Carrier Account Executive • (515) 246-2251 • [email protected] Adam Moore Carrier Account Executive • (515) 988-3738 • [email protected] Hear From Industry Experts in The HUB Sunday, October 23 Location: Expo Hall You no longer have to travel to keynotes and important Texas Tailgate Welcome Party panel sessions – all the action takes place right in the 5:00 p.m. – 7:00 p.m. Expo Hall. Check the agenda on pages 12-17 to see Expo Hall when you can see Rick Calder, CEO of GTT, top industry Sponsored by CEOs and more in The Hub.

The INCOMPAS Booth & Grand Prize Drawing Supported by Location: Booth #214, Expo Hall We will have staff on-hand in the INCOMPAS booth during all Expo Hall hours to answer your questions and to provide you information on membership benefits. Be sure to stop by and enter the Expo Hall Grand Prize Drawing for your chance to win a $1,000 gift card!

Conference Highlight Wall Don’t miss a beat! Check out the Conference Highlight Wall at the entrance to the Expo Hall to see the day’s lineup of events and what’s happening at The INCOMPAS Show!

Sponsored by Monday, October 24 Snack Break “Beers with Peers” Happy Hour Location: Booth 206, Expo Hall 4:00 p.m. – 6:00 p.m. Stop by Granite’s booth (booth 206) on Monday from Expo Hall 2:00 p.m. - 2:30 p.m. for a quick snack. Sponsored by Sponsored by

Get Social at The INCOMPAS Show! Tuesday, October 25 There are opportunities to expand your network everywhere you turn. The next partner or deal could Closing Party: Texas Round Up be waiting for you at the Deal Center, The Hub, during 4:00 p.m. – 7:00 p.m. meals and in the lounges and meeting pods located in The Glass Cactus Nightclub the Expo Hall. And, of course, at our Sponsored by amazing networking events.

« 8 » THE INCOMPAS SHOW I OCTOBER 23 - 25, 2016

Schedule at a Glance

SUNDAY, OCTOBER 23 2:00 p.m. – 7:00 p.m. Registration Open Sponsored by Windstream; Center Pre-Function 4:00 p.m. – 5:00 p.m. Exhibitor Appreciation Reception (Exhibitors Only) Sponsored by INCOMPAS; The HUB 5:00 p.m. – 7:00 p.m. Texas Tailgate Welcome Party Sponsored by Google Fiber and Twitter with support from Alpheus, Impact Telecom, Inteliquent, Level 3, Netflix, Spread Networks, TSI, and Wave Wholesale; Expo Hall 5:00 p.m. – 7:00 p.m. Expo Hall Open

MONDAY, OCTOBER 24 7:00 a.m. – 6:00 p.m. Deal Center Open Sponsored by GTT; Expo Hall 7:30 a.m. – 5:00 p.m. Registration Open Sponsored by Windstream; Center Pre-Function 8:00 a.m. – 9:00 a.m. C-Suite Networking Breakfast (Invitation Only) Sponsored by Inteliquent; Texas 6 8:00 a.m. – 9:00 a.m. Attendee Breakfast Expo Hall 9:00 a.m. – 10:00 a.m. Opening Keynote: Rick Calder, CEO, GTT The HUB 10:00 a.m. – 6:00 p.m. Expo Hall Open 10:00 a.m. – 10:30 a.m. Refreshment Break Expo Hall 10:15 a.m. – 10:30 a.m. Vendor Session: How to Leverage Carrier Neutral Hotels to Grow Your Business Sponsored by Nebraska Data Centers; The HUB 11:00 a.m. – 12:00 p.m. Network Management: Maintaining and Optimizing Networks The HUB 12:00 p.m. – 1:30 p.m. Attendee Lunch Expo Hall 12:10 p.m. – 1:20 p.m. Vendor Session: Maximizing Returns with Potential 5G Network Design and Use Cases While Avoiding Legal and Regulatory Obstacle Sponsored by Hogan Lovells; The HUB 1:30 p.m. – 2:00 p.m. Vendor Session: SD-WAN 2.0: Building a Better SD-Wan Sponsored by ADVA Optical Networking; The HUB 2:00 p.m. – 2:30 p.m. Snack Break Sponsored by Granite; Expo Hall; Booth 206 2:15 p.m. – 2:45 p.m. Vendor Session: Enable Your OSS to Accelerate, Not Hinder, Ethernet Sales Sponsored by Neustar 3:00 p.m. – 4:00 p.m. Keeping Pace with Technology: Planning For and Predicting Network Needs and Trends The HUB 4:00 p.m. – 6:00 p.m. “Beers with Peers” Happy Hour Sponsored by Facebook and T-Mobile; Expo Hall 5:00 p.m. – 6:00 p.m. INCOMPAS Buyers Forum Power Hour (Invitation Only) Texas C 5:00 p.m. – 6:00 p.m. PAC Reception (Invitation Only) Presidential Suite 6:00 p.m. – 7:00 p.m. Executive Reception (Invitation Only) Sponsored by Wave Wholesale; Presidential Suite 7:00 p.m. – 10:00 p.m. CEO Dinner (Invitation Only) Sponsored by Bank Street; FT 33

TUESDAY, OCTOBER 25 7:00 a.m. – 3:00 p.m. Deal Center Open Sponsored by GTT; Expo Hall 7:30 a.m. – 1:00 p.m. Registration Open Sponsored by Windstream; Center Pre-Function 8:00 a.m. – 9:00 a.m. Members Only Breakfast (Invitation Only) Texas C 8:00 a.m. – 9:00 a.m. Attendee Breakfast Expo Hall 9:00 a.m. – 10:00 a.m. Building the Cities of the Future The HUB 10:00 a.m. – 3:00 p.m. Expo Hall Open 10:00 a.m. – 10:30 a.m. Refreshment Break Expo Hall 10:15 a.m. – 10:45 a.m. Keynote Session: Changing Telecommunications Infrastructure Landscape Sponsored by Uniti Fiber; The HUB 11:00 a.m. – 12:00 p.m. Smart Transportation The HUB 12:00 p.m. – 1:30 p.m. Attendee Lunch Expo Hall 12:00 p.m. – 1:30 p.m. INCOMPAS Board Lunch (Board Members Only) 2:00 p.m. – 2:30 p.m. Refreshment Break Expo Hall 4:00 p.m. – 7:00 p.m. Closing Party: Texas Round Up Sponsored by Uniti Fiber; The Glass Cactus Nightclub

« 10» THE INCOMPAS SHOW I OCTOBER 23 - 25, 2016 VISIT US AT TELISPIRE.COM

Winning MVNO Solutions FULL TURN-KEY SOLUTION You need an MVNO Solution that truly delivers! Our solution provides state of the art billing, rating, and provisioning in a web-based application that supports Prepaid, Postpaid, and M2M through an integrated eCommerce platform. Add in device sourcing, fulfillment along with sales and marketing support, and you truly have an MVNO solution that goes beyond the call. CUSTOMER ON-BOARDING The on-boarding process isn’t just activating customers. MVNO’s need multiple activation methods through a robust easy-to-use system. They need reporting and tracking of transactions that are happening in their white label portal and that is how Telispire’s system excels above all others. CUSTOMER RELATIONSHIP MANAGEMENT Telispire’s award winning back-office system delivers a CRM system and takes it to the next level. Relevant customer information in one web-based portal with full integration to national carriers is one of the reasons it won an award for innovation in 2016.

GROW YOUR BRAND, REVENUE & PROFITS BY SELLING WIRELESS 4G LTE TO YOUR CUSTOMERS

The INCOMPAS Show October 23-26 The Gaylord Texan Grapevine, TX Booth 412 Agenda

SUNDAY, OCTOBER 23 8:00 a.m. – 9:00 a.m. C-Suite Networking Breakfast (Invitation Only) 2:00 p.m. – 7:00 p.m. Texas 6 Registration Open Sponsored by Center Pre-Function Sponsored by

8:00 a.m. – 9:00 a.m. Attendee Breakfast 4:00 p.m. – 5:00 p.m. Exhibitor Appreciation Reception (Exhibitors Only) Expo Hall The HUB 9:00 a.m. – 10:00 a.m. Hosted by Opening Keynote Richard “Rick” Calder, CEO, GTT 5:00 p.m. – 7:00 p.m. The HUB Texas Tailgate Welcome Party Expo Hall Join us for this exciting keynote as Rick Calder and Chip Sponsored by Pickering discuss Rick’s career in the communications industry that began with MCI, his perspective of the communications industry today and GTT’s strategy for Supported by continued success and growth.

10:00 a.m. – 6:00 p.m. Expo Hall Open

10:00 a.m. – 10:30 a.m. Refreshment Break Expo Hall

10:15 a.m. – 10:30 a.m. Vendor Session: How to Leverage Carrier Neutral Hotels to Grow Your Business The HUB Kick off The INCOMPAS Show with a fun night of eating, Sponsored by drinking and engaging with peers at our Texas Tailgate Welcome Reception! Guests are encouraged to come Speaker: dressed in their favorite college or professional football Roger Willey, Vice President of Sales and Marketing, team’s jersey. Games will be televised “live” from The Hub! Nebraska Data Centers

The demand for reliable, high performing connectivity has made carrier neutral hotels more valuable to enterprise MONDAY, OCTOBER 24 businesses. Having a presence within carrier hotels is a strategic decision that requires careful planning and 7:00 a.m. – 6:00 p.m. execution to get a positive return on investment. Attend Deal Center Open this session to gain a unique perspective from the Carrier Sponsored by Hotel’s position. Roger Willey, VP of Sales and Marketing for Nebraska Data Centers, who owns and operates the carrier hotel in Omaha, will share unique insights into the needs and interests of enterprise businesses and how 7:30 a.m. – 5:00 p.m. carriers can get the most from a presence in a carrier Registration Open neutral hotel. Center Pre-Function Sponsored by

« 12» THE INCOMPAS SHOW I OCTOBER 23 - 25, 2016 Simplifying Tax Reporting for Telecommunication Companies

TAX SOLUTIONS FOR YOUR BUSINESS Schedule a brief consultation to see how outsourcing of tax filing and compliance can save your company thousands of dollars and help it run more efficiently.

Ensure your business is updated on tax requirements today, call (512) 301-1808 [email protected] www.salestaxassociates.com 11:00 a.m. – 12:00 p.m. 1:30 p.m. – 2:00 p.m. Network Management: Maintaining and Vendor Session: SD-WAN 2.0: Building Optimizing Networks a Better SD-WAN The HUB The HUB Moderator: Sponsored by Don Eben, CEO, TWX Solutions Speaker: Panelists: Prayson Pate, Chief Technical Officer, Ensemble Division, Joe DePetro, Director of Business Development, XKL ADVA Optical Networking Kevin Hohman, VP, Network Solutions Group, Digital Realty Software-defined wide area networks (SD-WAN) Francisco Maella, COO, Alpheus Communication are a red-hot topic with enterprise users and telco service providers. SD-WAN enables enterprise users Company representatives will discuss the challenges to cut expenses for private networks, but at the cost and opportunities associated with network planning and of managing those networks and committing to single- optimization from an operational standpoint. Panelists will sourced solutions. On the other side, telco service discuss how to manage the impact of technological change providers are deploying SD-WAN to respond to the and regulation on cost and revenue. threat to their VPN revenues. However, the current implementation in monolithic appliances or VNFs is not 12:00 p.m. – 1:30 p.m. consistent with the direction of network evolution. This Attendee Lunch session will explore how SD-WAN will evolve to better meet the needs of both enterprises and operators. Expo Hall

12:10 p.m. – 1:20 p.m. 2:00 p.m. – 2:30 p.m. Vendor Session: Maximizing Returns with Potential Snack Break 5G Network Design and Use Cases While Avoiding Expo Hall; Booth 206 Legal and Regulatory Obstacles Sponsored by The HUB Sponsored by 2:15 p.m. – 2:45 p.m. Vendor Session: Enable Your OSS to Accelerate, Speakers: Not Hinder, Ethernet Sales Michele Farquhar, Partner, Hogan Lovells The HUB Trey Hanbury, Partner, Hogan Lovells Sponsored by Tom Peters, Senior Advisor, Hogan Lovells Speaker: With annual service revenues estimated at more than $250 John Denemark, Sr. Director of Product Management, billion by 2025, 5G broadband promises to fundamentally Neustar Carrier Services change the way the world generates and receives data. The advent of 5G has awakened established operators from Vertical Systems Group reports that over 60% of new throughout multiple discrete industries to vulnerabilities in Ethernet connections were delivered by CLECs and their existing business models. Realizing the 5G revolution Cable MSOs in the first half of 2016, with 17% annualized will require not only vast swaths of newly available spectrum, growth expected for the full year. With tremendous but also a huge surge in the deployment of point-to-point opportunity for new revenue and footprint expansion, and point-to-multipoint backhaul networks. When will the carriers are restrained by service fulfillment and order new spectrum to fuel the 5G revolution become available? management systems that aren’t designed to manage the How will 5G network design and evolution affect potential idiosyncrasies of Ethernet. Join Mr. Denemark to hear applications and use cases? How do operators intend to carry how Neustar streamlines the exchange of order status the enormous traffic that hyper-dense network deployments between access providers and their customers for faster promise to generate? And what legal and regulatory obstacles delivery, cost savings and revenue. stand in the way?

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Moderator: Chip Pickering, CEO, INCOMPAS Join your peers for a Happy Hour in the Expo Hall. Panelists: 5:00 p.m. – 6:00 p.m. John Bullock, Chief Technology Officer and Executive Vice INCOMPAS Buyers Forum Power Hour President of Network Operations, Inteliquent Adam Koeppe, Vice President, Technology Planning, Verizon (Invitation Only) Wireless Texas C Frank Rey, Director, Global Network Acquisition Group, Microsoft 5:00 p.m. – 6:00 p.m. Ben Segura, Manager of Network Innovation, Google Fiber PAC Reception (Invitation Only) Presidential Suite Senior communications representatives will engage in an interactive discussion about the network planning process 6:00 p.m. – 7:00 p.m. in their organizations. Panelists will explore how companies Executive Reception (Invitation Only) plan for, evaluate and make buying decisions to meet their Sponsored by network needs. Panelists will discuss the factors and criteria used in their buying decisions as well as how to stay ahead of an ever-changing technology landscape.

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« 16» THE INCOMPAS SHOW I OCTOBER 23 - 25, 2016 THE INCOMPAS SHOW

7:00 p.m. – 10:00 p.m. 10:15 a.m. – 10:45 a.m. CEO Dinner (Invitation Only) Keynote Session: Changing Telecommunications FT 33 Infrastructure Landscape Sponsored by Ron Mudry, Founder, CEO and President, Uniti Fiber The HUB TUESDAY, OCTOBER 25 Join us for a discussion with Ron Mudry, President of Uniti Fiber, as he discusses industry trends and opportunities 7:00 a.m. – 3:00 p.m. of deploying dense fiber networks to meet the needs of Deal Center Open the industry’s most demanding customer applications Sponsored by including mobile backhaul, content delivery, Internet of Things and high availability data transport. The session will also touch on how the shift from services to infrastructure 7:30 a.m. – 1:00 p.m. is changing the competitive landscape creating challenges Registration Open and opportunities for both telecom operators and the Center Pre-Function jurisdictions that regulate infrastructure deployment. Sponsored by 11:00 a.m. – 12:00 p.m. Smart Transportation 8:00 a.m. – 9:00 a.m. The HUB Members Only Breakfast (Members Only) Moderator: Texas C Pete DeNagy, Managing Principal/President, Acommence 8:00 a.m. – 9:00 a.m. Advisors, Inc. Attendee Breakfast Panelists: Expo Hall David Livingston, Chief Technology Officer, ParkHub Christopher Poe, Senior Research Engineer & Assistant 9:00 a.m. – 10:00 a.m. Agency Director, Texas A&M US Center of Smart Building the Cities of the Future Transportation The HUB Darren Poikonen, Senior Manager, Channel Sales & Business Development, Verizon Moderator: Todd O’Boyle, Deputy Director, Next Century Cities We know that driverless cars are in our future, and as a result our urban areas will need to become smarter to accommodate Panelists: transportation technology. Hear from city leaders and suppliers Ron Nirenberg, Councilman, City of San Antonio of technology as they discuss how they have deployed Mayor Wade Troxell, City of Ft. Collins, Colo. technology to build out a smart city infrastructure. Learn more Jory Wolf, Vice President of Digital Innovation, about operational readiness for a smart city infrastructure with Magellan Advisors a focus on lighting, traffic and parking.

To build the cities of the future, policies and ordinances must 12:00 p.m. – 1:30 p.m. be in place to make doing business with a city easier, cost Attendee Lunch effective and faster. Panelist will discuss what is required to Expo Hall build tech-ready communities of the future, the process for evaluating potential partners and the value of relationships 4:00 p.m. – 7:00 p.m. between city leaders, network builders and other vendors. Closing Party: Texas Round Up 10:00 a.m. – 3:00 p.m. The Glass Cactus Nightclub Expo Hall Open Sponsored by

10:00 a.m. – 10:30 a.m. The can’t-miss event of the conference! Join us for Refreshment Break delicious Texas favorites, beer and wine, dancing, live Expo Hall music and much more in the gorgeous Glass Cactus.

www.INCOMPAS.org « 17» INCOMPAS Expo Hall Floor Plan Expo Hall Entrance Ft. Worth Austin San Antonio Dallas Texas

« 18» THE INCOMPAS SHOW I OCTOBER 23 - 25, 2016 THE INCOMPAS SHOW Expo Hall, Exhibitors and Meeting Rooms

Exhibitors Booth Exhibitors Booth Exhibitors Booth

1st Point Communications...... 207 Horizon Network Partners...... 208 SRP Telecom...... 107

Accedian...... 312 INDATEL...... 215 Tech Titans...... 306

Axcent Networks...... 308 KADENCE...... 313 Telecom Reseller...... 414

ChannelVision...... 209 LightRiver Technologies, Inc...... 305 Telispire...... 412

CHR Solutions, Inc...... 301 MRV Communications...... 113 TimelyBill...... 101

CSF Corporation...... 303 Ni2 ...... 115 Unite Private Networks...... 315

DCA Services...... 402 Rev.io...... 212 Uniti Fiber...... 117

FISPA ...... 314 RTC Associates...... 405 VTX1 Companies...... 316

GeoResults a Sharetracker Company...... 400 Sales Tax Associates, Inc...... 413 Walker and Associates...... 201

Granite Telecommunications...... 206 Spirit Communications...... 213 XKL, LLC...... 409

COMPANY MEETING ROOMS COMPANY MEETING ROOMS COMPANY MEETING ROOMS

AT&T...... Austin 5 & 6 GTT...... Yellow Rose Ballroom Uniti Fiber...... Texas 5 Bandwidth...... San Antonio 3 INDATEL...... Ft. Worth 6 Wave Wholesale...... Texas 2 Consolidated Communications...... Ft. Worth 2 Inteliquent...... Texas 1 Windstream...... Dallas 6 & 7 Earthlink Carrier...... Texas 4 Neustar...... San Antonio 1

Frontier Communications...... Austin 1 Spirit Communications...... Ft. Worth 1 WOW...... Dallas 5

Granite Telecommunications...... Austin 2 Sunesys...... Ft. Worth 7 Zayo Group...... Texas 3

www.INCOMPAS.org « 19» Exhibitors

1stPOINT Communications 2G, 3G and 4G/LTE technologies. CSF is the leader in toll free number Booth #207 Reflecting our commitment to quality, management, provisioning, text 15 Corporate Place South Suite #100 we have achieved and continue to enablement, and least cost routing Piscataway, NJ 08854 maintain our TL 9000 Certification (LCR) software. We help our customers 830-703-0947 from the International Standards save time and money by simplifying and [email protected] Organization. automating their toll free provisioning, www.1pcom.net and reducing their carrier costs through ChannelVision 1st Point Communications is a optimized least cost routing. Booth #209 nationwide telecommunications 745 N Gilbert Rd, Suite 124 DCA Services carrier offering voice, data and Gilbert, AZ 85234 Booth #402 SMS services to enterprises and Phone: 480-503-0770 300 N. Meridian telecommunications providers. [email protected] Oklahoma City, OK 73107 Accedian www.channelvisionmag.com 405-951-9573 Booth #312 An independent multimedia [email protected] 2351 Boulevard Alfred-Nobel, Suite company, Beka Business Media www.dcaservices.com N -410 provides B2B content for the telco DCA Services provides industry Montreal, Quebec, CA HAS 2A9 and information technology sectors. leading back office automation 514-331- 6181 Audiences include global network systems to all segments of the [email protected] operators, carriers, resellers and telecommunications industry. Since www.accedian.com value-added distributors. Products 1986, DCA has helped its clients Accedian delivers exceptional include ChannelVision magazine reduce costs, enhance revenue, end-to-end network performance and web properties, the annual CVx manage product and customer visibility, for control over the best conference and expo, and other portfolios, and provide efficient back possible user experience. Accedian custom publications. office operations. DCA’s integrated enables providers to maximize solution encompasses the entire CHR Solutions, Inc. quality of service (QoS), overcome spectrum of back office functions and Booth #301 network complexities and ensure includes a comprehensive suite of 9700 Bissonnet; Suite 2800 unparalleled quality of experience reporting tools to proactively manage Houston, TX 77036 (QoE). Accedian has been turning every aspect of a client’s business. 512-731- 6094 performance into a key competitive [email protected] FISPA differentiator since 2005. www.CHRSolutions.com Booth #314 Axcent Networks CHR is the leading provider of BSS/ PO Box 2270 Booth #308 OSS software solutions, engineering Matthews, NC, 28106 600 Development Drive, Suite 120 services and managed IT and NOC 704-844-2540 Plano, TX 75074 services to communications service [email protected] 972-365-5822 providers. Our team of industry www.fispa.org [email protected] experts from multi-faceted disciplines Founded in 1996, FISPA continues to axcentnetworks.com helps companies grow revenue and provide leadership in helping small- Axcent Networks designs, builds improve operations. Our clients and mid-sized CLECs & Service and optimizes state-of-the-art include telephone, Internet, cable TV Providers compete against and work telecommunications networks. and city municipalities. with incumbent carriers to ensure a An independently owned service better business model to increase CSF Corporation provider, Axcent Networks offers our members’ probability for success. Booth #303 a range of end-to-end network You will find “HOW TO” resources 285 Davidson Avenue, Suite 103 solutions, including telecom on fiber, VoIP/Hosted PBX, CLEC Somerset, NJ 08873 managed services, turnkey project operations, E-Rate, cloud, how to 732-302-0222 management and staffing. Our increase revenue, and managing [email protected] subject matter experts are highly growth. Join FISPA – we make being www.csfcorp.com experienced in traditional TDM, a CLEC and Service Provider easier.

« 20» THE INCOMPAS SHOW I OCTOBER 23 - 25, 2016 BIG PICTURE BILLING

TimelyBill transforms the quality, accuracy and speed of your entire back office. Our OSS focuses on solving complex billing problems by linking data and automating time-consuming tasks.

TimelyBill features a suite of powerful integrated components including: Quoting, Workflow, Order Management, Provisioning, Rating, Invoicing, Trouble Ticketing and more.

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TimelyBill® is a billing and OSS designed for communications service providers. Whether your organization delivers VoIP, Triple Play or Quad Play, our single stack solution is designed to accommodate all of your back office needs. GeoResults a Sharetracker Company [email protected] fiber optic provider that offers both Booth #400 http://www.granitenet.com customizable fiber options and PO Box 20 Granite is a leading communications dependable service for customers Ashland, MO 65010 services provider to multiple location in major metro regions and rural or 540-241-5194 businesses throughout the U.S. hard-to-reach areas. [email protected] and Canada. We provide one-stop INDATEL www.sharetracker.net solutions for voice, data, Internet, Booth #215 ShareTracker is the largest telecom wireless, video and secure 900 SW Oldham Parkway, Suite 101 market research company in the U.S. network options. Lee’s Summit, MO 64081 Our product portfolio has expanded to Horizon Network Partners 816-888-8300 provide the most comprehensive set Booth #208 [email protected] of aggregate market and FlowShare 500 S. Front St, Suite 850 www.indatel.com results along with the record lists Columbus, OH 43215 INDATEL is a service provider of wireless/wireline, telephony/ 740-703-5800 offering a unique reach to areas broadband/video, business/residential [email protected] where others cannot. Through segments in the U.S. www.horizonconnects.com REX, our Rural Ethernet Exchange, Granite Telecommunications Horizon Network Partners is a we deliver a means to Ethernet Booth #206 different kind of technology, Ethernet Connectivity via 90,000 route miles 100 Newport Avenue Exit and fiber optic carrier. Across of fiber deployed across America. Quincy, MA 02171 Ohio, the Midwest and beyond, 866-847-1500 Horizon is the only 100 percent 3.25 in.

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8MSTeXT Get info. Find answers. Share www.csfcorp.com • [email protected] ideas. Your connection begins +1.732.302.0222 at USA.gov – the official source Contact Frank Lauria +1.732.713.3562 for federal, state and local government information.

« 22» THE INCOMPAS SHOW I OCTOBER 23 - 25, 2016

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KADENCE LightRiver Technologies, Inc. MRV Communications Booth #313 Booth #305 Booth #113 1221 North Russell Street 2150 John Glenn Drive 300 Apollo Drive Missoula, MT 59808 Concord, CA 94520 Chelmsford, Massachusetts 01824 406 -552-9818 518-369-0009 570-510-2964 [email protected] [email protected] [email protected] www.gokadence.com www.lightriver.com www.mrv.com KADENCE is a leading LightRiver Technologies designs, MRV Communications (NASDAQ: telecommunications software and engineers, commissions and MRVC) enables service providers, professional services provider supports next-generation solutions data center operators and enterprises offering a suite of OSS solutions. for mission-critical clients. A leader to make their networks smarter, KADENCE Circuit Management in multi-vendor, Factory Built faster and easier to operate. MRV’s (KCM) drives profitability by Network™ integration, LightRiver is end-to-end portfolio includes optimizing the management of an expert in Tier 1 Packet Optical, innovative packet, optical and special circuits, trouble tickets and DWDM/ROADM, MPLS and Carrier software platforms designed for inside plant equipment. Located Ethernet systems. LightRiver flexibility and reliability. throughout the United States and delivers unique value across the Puerto Rico, KADENCE customers U.S. with turnkey solutions, carrier- Ni2 (Network Infrastructure include a diverse collection of grade quality and unparalleled Inventory) Inc. ILECs, CLECs, tandems and MSO customer care in multi-technology Booth #115 organizations. networking. 301-4200 Boul. St-Laurent, Montreal, Quebec,

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Canada, H2W 2R2 filing requirements so you don’t Sales Tax Associates, Inc. 514-288-5323 have to. Services we provide Booth #413 [email protected] are: Telecom Regulatory, Tax 4301 W. William Cannon Suite B-150 www.ni2.com Compliance, Corporate Services, #291 Ni2’s next-generation cross-domain Property Tax, Bill Rating and Austin, TX 78749 OSS platform solution helps Reporting, and Registered Agent 512-301-1808 Service Providers (SP) of every Services. Consider us your [email protected] size and type to run better and one-stop-shop for your compliance www.salestaxassociates.com grow faster. To achieve this, we and regulatory needs. provide them a unique and innovative software solution delivering OSS, ITSM, and DCIM capabilities on ONE platform. Ni2’s open, scalable, secure, Fiber reach in and agile platform solution allows SP’s to quickly obtain End-to-End and around visibility, management, and automation in order to Arkansas CHICAGO successfully Document, Build, with connectivity to Deliver, and Support the major carrier hotels. next-generation of services and products they market to their customers.

Rev.io Booth #212 LITTLE 3340 Peachtree Road NE, Suite 2850 ROCK ATLANTA Atlanta, GA 30326 866-470-5502 DALLAS [email protected] www.rev.io With Rev.io, you can consolidate multiple platforms into one, all-encompassing solution. Not only does our powerful platform simplify sophisticated billing, it also gives you the CRM, business intelligence, proposal generation and self-service enablement Connections large and small across the Mid-South. tools you need to build customer Our fiber connectivity spans across relationships that last. • Texas • Oklahoma • Missouri • Illinois • Indiana RTC Associates • Kentucky • Tennessee • Alabama • Georgia • Arkansas • Louisiana Booth #405 Ritter Wholesale offers resilient, secure, dependable network 3075 Breckinridge Blvd, Suite 425 connectivity on our state-of-the-art fiber backbone. With flexible Duluth, Georgia 30096 term options, multiple configurations and bandwidth speeds, 678-436-5590 we’re your last mile. [email protected] www.rtc-associates.com RTC Associates provides a To get a full picture of Ritter’s network, solution to the arduous process go to www.ritterbusiness.com/wholesale of regulatory and tax reporting. or give us a call at 855.574.8748. We keep up with the ever-changing

www.INCOMPAS.org « 25» rico7386v5_Guide.indd 1 10/10/16 3:52 PM Sales Tax Associates, Inc. (STA) munications taxes timely and [email protected] specializes in the processing, accurately. Customer service is a www.spiritcom.com preparing, filing and paying top priority. PalmettoNet, a Spirit of telecommunications taxes Communications company, Spirit Communications nationwide. From sales and maintains a Carolinas focus with Booth #213 use to regulatory compliance, a global reach as the largest digital 1500 Hampton Street our professional staff has the fiber optic network provider and Columbia, SC 29201 experience, knowledge and the Southeast’s premier provider. 803-726-8170 resources to file telecom- Spirit, the only ‘carrier’s carrier,’ owns and operates its own 8,500+ mile fiber network with extensive rural and metro access in the Southeast, enabling Spirit to serve areas unreachable by any other carrier’s network.

SRP Telecom Booth #107 1521 N. Project Drive Tempe, AZ 85281 602-236-2853 [email protected] www.srptelecom.com SRP operates one of the largest fiber- optic networks in Arizona, spanning 15 cities and consisting of over 1,800 route miles. We offer the most geographically diverse fiber network in the Phoenix metropolitan area.

Tech Titans Booth #306 411 Belle Grove Drive Richardson, TX 75080 972-792-2853 [email protected] www.techtitans.org Tech Titans champions the technology community across north Texas.

Telecom Reseller Booth #414 17413 SE 28th Street Vancouver, WA 98683 561-732-5755 [email protected] www.telecomreseller.com Telecom Reseller is your source for news, information and insight on

« 26» THE INCOMPAS SHOW I OCTOBER 23 - 25, 2016 THE INCOMPAS SHOW

UC, Cloud and Collaboration. We Unite Private Networks based communications networks and report extensively on enterprise Booth #315 services to schools, governments, grade cloud, mobility, Skype, 7200 NW 86th Street, Suite M carriers, data centers, hospitals, and WebRTC, on-prem and cloud-based Kansas City, MO 78613 enterprise business customers across solutions. Our eBulletins, podcasts, 816-550-1688 a 20 state service area. Service broadcasts, online and print [email protected] offerings include dark and lit fiber, editions reach over 40,000 qualified www.uniteprivatenetworks.com private line, metro-optical Ethernet, readers. For a free subscription UPN provides high-bandwidth, fiber- Internet access, data center services, visit our website. and other customized solutions.

Telispire Booth #412 4245 Kemp Blvd, Suite 220 Wichita Falls, TX 76308 940-397-9600 [email protected] www.telispire.com Telispire will help your company A Better Way grow revenue by enabling you to add a wireless product to your to Reach portfolio of services. Telispire’s turnkey private label solution can be quickly implemented so you can the Cloud focus on growing revenue. Telispire also provides MVNE services as well as Social Media and E-Commerce service solutions.

TimelyBill Booth #101 16419 Northcross Drive, Suite E Huntersville, NC 28078 954-889-6699 [email protected] www.timelybill.com TimelyBill is a billing and OSS designed for communications service providers. Whether your organization delivers VoIP, Triple Play or Quad Play, our single stack solution is designed to accommodate all of your back office needs. EtherCloud® Wide Area Internet Networking

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www.INCOMPAS.org « 27» SAVE THE DATE FOR 2017 – IT’S ALL ABOUT ACCESS...

2017 2017

APRIL 3-5, 2017 | NEW ORLEANS, LOUISIANA

APRIL 3-5, 2017 | NEW ORLEANS, LOUISIANA APRIL 3 - 5, 2017 MORIAL CONVENTION CENTER NEW ORLEANS, LA

2017 2017

OCT OBER 15 - 18, 2017 | SAN FRANCISCO, CALIFORNIA

OCT OBER 15 - 18, 2017 | SAN FRANCISCO, CALIFORNIA OCTOBER 15 - 18, 2017 MARRIOTT MARQUIS SAN FRANCISCO SAN FRANCISCO, CA THE INCOMPAS SHOW

Uniti Fiber XKL, LLC Bosack, XKL provides high Booth #117 Booth #409 capacity DWDM optical networking 9501 International Court North 12020 113th Ave NE, Suite 100 products for enterprise, service St. Petersburg, FL 33716 Kirkland, WA 98034 providers, and seamless cloud 214-937-0228 425-497-6590 migration. XKL’s DWDM appliances [email protected] [email protected] offer users bandwidth flexibility http://unitifiber.com/ www.xkl.com and the opportunity to scale simply Uniti Fiber is a leading provider Privately owned and operated by and economically. of infrastructure solutions, including Cisco Systems co-founder Len cell site backhaul and small cell for wireless operators, and Ethernet, wavelengths and dark fiber for telecom carriers and enterprises. Whether the challenge is improving network reach and quality, increasing capacity or maintaining cost certainty for the future, Uniti Fiber delivers a custom-designed, technology-agnostic and access- agnostic solution.

VTX1 Companies Booth #316 881 E. Hidalgo Ave Raymondville, TX 78580 956 - 642-1339 connections [email protected] matter www.vtx1.net Long Haul Transport company with international border crossings.

Walker and Associates Booth #201 7129 Old Highway 52 Welcome, NC 27374 336-731-7391 [email protected] http://walkerfirst.com Our Customers Love Us – Here’s Why Communications carriers have relied on Walker for 45 years to It’s not the purpose-built, all-IP network, or that we navigate through industry changes, operate the largest Tandem and SIP routing network opportunities for growth and in the USA, or that we handle over 20 billion minutes technology advances. Today, more of traffic each month. It’s our unrelenting commitment than ever, experience matters, to meeting your needs, every day. We’re big enough product alone is not the sole test to matter, and small enough to care. Experience of value, and being more than a the difference. distributor matters. Walker connects the right mix of people, products, partnerships and processes in Call +1.855.404.IQNT. Because order to consistently deliver on connections matter. Learn more at commitments to excellent service and unsurpassed value. INTELIQUENT.COM/LOVE

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By Tara Seals

he rise of the managed service provider (MSP) is being driven by a willingness on the part of end users to evolve their hardware and soft- ware models to an opex-based, cloud-based infrastructure, especially in the small and medium-sizedT business space. For VARs especially, the shift presents a radical departure from what went before – but also plenty of opportunity. “We’ve reached a new inflection point,” said Eran Farajun, executive vice president at Asigra. “The channel community used to sell once, collect once and look for the next sale. Then, customers started wanting to convert their purchasing structure from capex to opex, so partners could sell the implementation, design, architecture, configuration services and project management around the hardware. And customers wanted to buy this on a monthly basis and scale as they used it. Now, it’s moving to as-a-service. Histori- cally, customers owned the assets, and now they’re renting. And this inflec- tion point creates challenges for those that can’t evolve their business, even as new channel organizations are being created that can make that pivot.” To not only survive but thrive, partners need to follow the data, and monetize it. “The question is, if you’re not selling servers and storage and value-added servic- es, how do you make money?” Farajun said. “The margins are thin on infrastructure-as- a-service. So the challenge is not just to cope with a migration to services not hardware – it’s finding a way to create value, be it with data protection services or managed service offerings that you can layer onto the infrastructure piece. You also improve margins when you bundle your own solutions – and it’s a stickier environment.”

September - October, 2016 | ChannelVision 73 To nutshell it, the opportunity for MSPs at a low monthly cost. We promote our Many small business customers for in- is to provide the new generation of busi- business as ‘technology you can trust,’ stance are running off-the-shelf wireless ness owners the tools they expect to run and our long-standing partnership with access points and old servers, and are their businesses efficiently and at a price ADTRAN plays a big part in our ability finding that they can’t effectively run im- that allows them to focus people and to provide that high level of reliability portant new apps in that infrastructure. capital on growth. needed to meet modern business “As opposed to being stuck because “The as-a-service economy has be- networking needs. This revolutionary you don’t have $12,000 for an upgrade, come a game-changer for SMBs,” said program is virtually eliminating our cus- you can change the whole strategy to Meggin Sawyer, vice president of busi- tomer’s high capital expense previously switch to opex and as-a-service, so you ness solutions and cloud services sales, associated with upgrading and main- can use the latest and can grow your ADTRAN. “Take a billiards business in taining their network.” business,” she said. Minneapolis. It has a retail revenue stream ADTRAN’s subscription services fea- Renting network routers and switches of $3.5 million, and it grew so fast that it ture the ProCloud management portal, also offers an upside when it comes to needed to have an inventory strategy. It which offers a single view into all con- taxes. Hardware typically depreciates spent $30,000 for IT software and retail nected devices across wired and wire- over five years, so a company can write point of sale, and found out that it was less networks for each customer. The off one-fifth of the cost every year. But losing inventory all over the place. That’s services also report trends on network the average lifespan for a router is two great, but today in the small business health and data usage. MSPs can lever- years – meaning that companies lose world, you can buy that in a SaaS format age that insight to tailor services and out on the tax savings for the remain- and spend $300 per month. That’s a heck capacity planning, and upsell new solu- ing three years. In a managed service of a lot easier for someone to stomach.” tions and/or services. model, the business can expense 100 And for the channel, this offers a Critically, the scheme drives out tech- percent of the cost, which, over two more stable cash flow, higher margins, nology obsolescence for users, opening years, equates to a 15 percent savings increased loyalty, higher ROI and more. the door for more app adoption (and on monthly payments, based on the tax To capture the zeitgeist, ADTRAN sales). “If you’re renting it, you can get agreement, according to Fletcher. has debuted a hardware-as-a-service the latest and greatest hardware to sup- So far, the approach has been lu- offering that makes the network into port your apps whenever you need to,” crative, he said. He also added that a utility that is paid for once a month. said Fletcher. “Consider the fact that Speros has a similar arrangement with The ProCloud Subscription Services older networks can’t support VoIP well. SonicWALL, which Fletcher said has 98 essentially allow businesses to rent a New switches are optimized for it. Why percent stickiness. high-performance set of network routers spend $15,000 to $20,000 to swap out and switches and pay for it just like any your infrastructure when you can sign up Tybee Case Study other monthly expense they may have. for a $600 per month plan plus manage- As an example of the model in prac- Keith Fletcher, COO at MSP Speros, ment included. Five-year-old anything in tice, the City of Tybee Island, Ga., is noted that “the addition of this offering the tech world is ancient.” utilizing ADTRAN’s ProCloud. As a barrier is permitting us to deliver the highest- Sawyer explained that this approach island off the coast of Savannah, the quality infrastructure to our customers is supporting overall economic growth. city has become a tourist destination

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74 ChannelVision | September - October, 2016 with upward of 50,000 visitors descend- demands of tourists, city officials and change radically. A company may only ing upon the community every weekend. vital public safety services.” have 15 or 20 workers and outsource It’s also a popular film location. Whether it is high network traffic de- many parts of their business. So their “Tybee is a movie destination – a mand during the peak tourism season or reliance on IT is much greater than it location for everything from SpongeBob a natural disaster, the City of Tybee Island was. It’s not uncommon to see a manu- to Baywatch to Bad Grandpa, because needed a service that could be accessed facturer that doesn’t manufacture any- directors can make it look like California anywhere in the case of an emergency. thing. It’s a huge opportunity for leverag- and pay half the fees,” Fletcher said. ADTRAN’s ProCloud Subscription Ser- ing IT quite differently.” Working with Speros, the City of vices provide the platform for Speros to TeamLogicIT, via its primary partner, Tybee Island rents its network as a manage and maintain all of the city’s in- CloudJumper, offers a remote desktop service, offloading switch management stalled switches, creating a holistic view offering for the mobile workforce. Pi- and day-to-day network maintenance of the network and alleviating pressure carello said that the sales approach is activities while enabling the city’s IT on the city’s IT department. Additionally, fundamentally different in an MSP world. department to affordably keep up with the city’s network will be able to support “We don’t believe the marketplace data-rich demands on the network. more mobile devices from tourists and likes to buy workstation-as-a-service,” “Our island has quickly grown into a the vital applications for local police and said Picarello. “They want to buy what very popular tourist destination, and we EMS units that are critical to the city it does. They’ll say, 20 of my employees need the network backbone necessary government’s infrastructure, including IP are on the road all the time, and we to support thousands of users on a daily cameras, traffic monitoring systems and want them to have the same compre- basis,” said Todd Smith, information tech- license plate readers. hensive IT experience that they have nology director for the City of Tybee Island. in the office. Can we deploy something “As a small IT department, we required MSPs Beyond Hardware via a tablet or mobile? If you talk about a complete infrastructure and managed From a pure tech perspective, cloud content-rich, user-rich data and applica- service that could help offload the man- and mobility are coming together so tions to any device, they get that.” agement of our switches, while also pro- that companies are accessing apps He also said that in terms of mon- viding a cost-effective solution to meet the and the data that they’re relying on and etization, demonstrating value is fairly needs for everyone on the island. storing via a new set of end user tech- straightforward. “An ADTRAN network as a service nologies – specifically, tablets and mo- “When a client is making a decision offers us a really powerful infrastructure bile phones. And that opens the door to spend, say, $150 per user per month, and arms us with the capacity we’ll need for MSPs to offer services that leverage and you get a managed service – as to grow for the future, all without the this new infrastructure. opposed to client-server architecture, headache of traditional capital expen- “There are so many organizational traditional laptops and apps hosted lo- ditures,” he continued. “And by working changes in the market,” said Team- cally – it should be worth more because with Speros, we can operate like a large LogicIT COO Frank Picarello. “It wasn’t you’re helping the end user operate IT department without having to add any that many years ago that your business more efficiently,” he said. “This isn’t a more staff, while remaining confident in size revenue was tied to the number of VoIP scenario where you price it low to our ability to keep up with the network employees you had. We’re seeing that gain adoption.”

September - October, 2016 | ChannelVision 75 Urban SECTION Renewal AGENTs Smart Cities Light Up New Frontiers of Opportunity INTERNATIONAL

By Tara Seals

he era of smart cities is upon us. Think navigate the city’s sights. At the city’s Llevant Beach, smart lightbulbs, smart thermostats, HD there are 22 self-powered lighting units, including six video surveillance for law enforcement that rely on solar and wind power. The wind-powered with facial recognition, autonomous park- units can function when wind speed is relatively slow, ing meters and self-driving cars, automatic storing up enough energy to operate as long as six Ttrash collection and more. And channel partners days without pulling electricity from the grid. have a potentially large role to play in this rapidly Barcelona may lead the way, but things are get- growing market. ting underway with pilot programs developing world- Municipalities around the globe are looking to wide. In 2014, Singapore launched its Smart Nation use integrated information and communications tech- vision, and in September 2015 the White House nology (ICT) systems to better support an exploding announced an investment package of $160 million population, improve efficiency, manage complexity to stimulate smart city growth in the United States. and enhance revenue generation, leading to sustain- The EU meanwhile has the “Lighthouse” project, able improvement in city operations and the meeting which has designated Barcelona, Stockholm and of environmental goals – not to mention more posi- Cologne, Germany, as pioneer cities that will provide tive living for citizens. success blueprints for replication to other towns Barcelona, for instance, widely considered the No. and cities across Europe. 1 smart city in the world, has installed noise and air “National government support and funding pack- quality sensors along one of its major thoroughfares, ages are very important to encourage the growth of and has implemented smart streetlights, smart smart cities, as most municipal governments do not parking and smartphone apps for tourists to use to have generous budgets to make large investments in

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Pacific Telecommunications Council | 914 Coolidge Street Honolulu, HI 96826-3085 | ptc.org | Phone: +1.808.941.3789 | Fax: +1.808.944.4874 | Email: [email protected] What are your organization’s plans for adopting software-defined WAN solutions?

6% 4% Implemented 11%

Expanding implementation Personalize the Customer Service Experience Planning to implement in the next 12 months 15% Technology Already Deployed by Cities 70% 64% 61% Best-in-Class All Others Interested but no plans to implement new technology,” said Roz Euan-Smith, (percentage of cities) 49% 46% within 12 months senior analyst for smart cities at IHS. 82% 50% The majority of the 400 smart 38% Not interested 40% 26% city projects that research firm IHS LED/other energy-efficient lighting 62% 30% Don’t know Technology tracks are trials or small- Low-energy buildings 62% 24% scale deployments. But in the last Energy-efficient appliances/ 10% pumps/other systems 53% Use customer contact Route customer cases Use self-service Source: Forrester Consulting two years there has been increasing Hybrid vehicles information to direct based on complexity and data when forecasting interest in the sector and several 47% customers to the right nature of issue agent demand SECTION channels countries have unveiled ambitious Solar electric generation Compressed natural 31% Source: Aberdeen Group smart city development projects bent gas (CNG) vehicles on addressing these goals. Energy-efficent water 23% treatment technology

How much of your Internet traffic that originates in your branch offices do you currently backhaul AGENTs The evolution of the wireless net- All-electric vehicles 22% to a data center before handing it off to the Internet? work to 5G standards will accelerate smart-city adoption. According to Erics- Methanecapture (landfills, biosolids) 21% son, during the next five years, traffic Solar hot water 19%

volumes on cellular networks will be Geothermal 16% 2016 multiplied 1,000 times, and 100 times Focus on the Agent Desktop to Create Happy Customers 18% 17% 12% 10% 7% 35% Waste-to-energy conversion 12% more devices will require connectivity. & Minimize Costs Cogeneration Some applications will demand data (combined heat & power) 11% INTERNATIONAL rates 100 times the speeds that aver- Advanced biofuels 11% 8% 7.3% 7.2% Companies with agent desktop optimization programs age networks currently deliver. Some Smart grids/smart meters 11% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 6% All Others will require near-zero latency or net- 4.3% 4.4% work delay. And the entire system will Source: Ericsson 4% 0% Between 1% and 20% Between 21% and 40% 2.3% 2.2% work to enable battery life of 10 years on real-time conditions, not just time deployed,” she said. “When data is Between 41% and 60% Between 61% and 80% More than 80% 2% 1.5% for low-power IoT devices. of day. They can also increase energy shared and not siloed within the single The evolution to 5G, which is archi- savings to an estimated 80 percent application, additive value occurs for 0% Source: Webtorials tected to support this new reality, will or more by connecting the light poles, the city and its citizens. Multi-use infra- North America UC Market by Delivery Method, -2% -1.0% spur innovation, making cities more versus2013 estimated - 2024 ($B) 50 percent energy structure, such as light poles, leverag-

livable, secure, efficient and responsive savings when switching to LEDs only. es the city’s investments over a wider Year-over-year percent change -4% -3.4% to citizens’ needs. Carriers – and by A two-and-a-half-year pilot project range of public and private uses.” -4.5% 25.00 -6% extension, channel partners – have a involving some of the world’s largest Another example of reaping sec- Number of Customer Average Improvement Improvement positive retention revenue per in average cost in average critical role to play in not only providing cities (New York, London, Hong Kong, ondary, even tertiary, benefits from 20.00 mentions call per customer handle time through social contact the connectivity that acts as a bedrock Toronto and Sydney) found that com- connecting things comes from a pilot media Potential Cost Savings from SD-WAN channels for these projects but also in everything bining15.00 LEDs with smart controls gener- program being pioneered by Massachu- ~$2100/Month from rolling out value-added services ated energy savings up to 85 percent setts Institute of Technology. The Sen- Source: Aberdeen Group such as analytics or device manage- higher. Further savings can be found seable City Laboratory group is working MPLS - 10Mbps 10.00 Up to 90% ment to offering cloud-based video through reduced maintenance on the on a project called Underworlds, which ~$1100/Month reduction surveillance to police departments and longer-lasting LED bulbs. examines the intersection of the physi- in WAN 5.00 Internet 10 Mbps costs providing consumer-facing apps and ki- “Making the light poles smart cal, virtual and biological. It starts with osks. At the beginning of the year AT&T, helps to eliminate overlighting and collecting sewage, filtering it and using MPLS - 5Mbps ~$220/Month 0.00 for instance, launched its smart cities overspending2012 on energy,”2013 2014 she ex-2015 2016techniques2017 2018to analyze2019 genetic2020 material Internet 10 Mbps Global Carriers' Top SDN/NFV Applications Monthly Cost Per Site framework, which is an alliance of tech- plained. “And once light Hostedpoles are On-premisepresent. From there, it’s possible to for Producing New Sources of Revenue Internet 10 Mbps nology partners that it will work with to connected, sensors can be added identify viruses and bacteria, as well as Source: Grand View Research Cost Per Year for 100 Sites develop vertically integrated solutions to detect motion, sounds (like gun- spot specific chemicals using a tech- MPLS only Hybrid Dual Internet for specific applications, such as waste shots), deliver audio announcements nique known as mass spectrometry. ~$2,520,000 ~$1,200,000 ~$264,000 vCPE virtual management or smart water. and monitor pollution. Digital signage “New techniques in biology al- managed services Per TeleGeography.com - Broadband vs. MPLS pricing for San Francisco Q4 2014. Median monthly price: Metacloud 10-20 Mbps Broadband $110/month, 10Mbps MPLS IP VPN + Local Access $2,100 Month. (providingEurope traffic UC Market instructions, Size, by advertisVertical- 2012low us- 2023 to characterize ($B) bacteria and Demonstrable Benefits ing, maps, and public transportation viruses leaving our bodies – our mi- Source: Silver Peak Systems Bandwidth 35.00 on demand There are immense benefits on information), video surveillance, public crobiome,” project director Carlo Ratti Services many levels for implementing smart Wi-Fi,30.00 and even cellular sites can be explained. “At the urban scale, we are Virtual private cloud Example Managed SD-WAN Solution city technology. According to Beverly added to light poles.” using waste water to open up a new Ride, head of Cloud IoT & Smart Cities Connected25.00 lighting essentially cre- world of information on human health Elastic INTERNET service chaining at Ericsson, the example of connected ates a backbone where these sensors and behavior through a platform we 20.00 0% 10% 20% 30% 40% 50% 60% 70% 80% APPLICATION FIREWALL light poles shows clear-cut, demon- can reside. call ‘smart sewage,’ which allows us Percent of Respondents TRAFFIC strable ROI. Cities can improve energy “Sharing15.00 data across various ap- to detect the urban microbiome. This savings with a smart management plications is critical to gaining the allows near real-time urban epidemiol- Source: IHS Markit IP ROUTER platform that controls lighting based full benefit10.00 from each application ogy and understanding human health APPLICATION DATA CENTER ACCELERATION 5.00 OFFICE BRANCH IP VPN 78 ChannelVision | September - October, 2016 0.00 Source: Telstra 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 Outsourcing Trend: IT Security Enterprise Education Government Healthcare Others

Source: Global Market Insights About What are the primary advantages that would drive your company to implement an SD-WAN? Same 41% Increasing Global UCaaS Revenue by Region 59% 16% Increase flexibility 13% 8.00 35.0% Reduce OPEX 12% 7.00 Improve application performance 30.0% Percent of Organizations 12% Simplify operations 6.00 Source: Computer Economics 10% 25.0% Middle East & Africa Improve security 5.00 9% 20.0% Latin America Improve availability 4.00 8% APAC

$Billion Outsourcing Cost Experience: Deploy new functionality more quickly 15.0% 8% Europe Network Operations Add bandwidth more quickly 3.00 7% 10.0% North America Provide better visibility 2.00

Reduce CAPEX 5% Y-o-Y 1.00 5.0% 0% 2% 4% 6% 8% 10% 12% 14% 16% Cost Less, Cost Same, 0.00 0.0% Source: Webtorials 2013 2014 2015 2016 2017 2018 33% 39%

Source: MarketsandMarkets Cost More, Over the next 5 years, hosted VoIP and UC will be the segment with the largest 28% growth in the global VoIP and unified communications market

$90 Percent of Organizations $80 $70 Performance of Intelligent Contact Centers Outpace “All Others” Source: Computer Economics, 2016 $60 $50 $40 14% 12.7% Best-in-Class All Others $30 $20 12% $10 9.9% $0 10% 8.5% 8.3% 7.9% 2015 2020 8% Global Revenue (US$ Billions) Residential/SOHO VoIP 5.6% Business VoIP - Managed IP PBX 6% 5.2% Business VoIP - IP Connectivity 4.0% Business VoIP - Hosted VoIP & UC 4% 3.2% Source: IHS, Inc. 2% Top IT security challanges

Year-over-year percent change 0% 100 -2% -1.8% -1.0% -1.1% Annual Customer Customer Number of Improvement Improvement 80 company retention lifetime value quality SLAs in number of in average cost What are the top three tasks your company uses revenue met customer per customer 69% cloud computing to complete? complaints contact 60 57% 54% Third Second First Source: Aberdeen Group Priority Priority Priority 40 46% 20% 35% 20% 32% 20 18% 14% 14% 14% 22% 21% 10% 0 17% 19% 12% Limited end-user End-user Lack of time / Inadequate Limited Lack of support 12% knowledge resistance resources to budget for knowledge from management 11% regarding risk / secure network security about all potential for security 13% 28% 21% 16% security solutions security threats initiatives

Mobility Source: Spiceworks Collaboration

File Storage App Deployment

App Testing/Development Backup/Disaster Recovery

Source: Clutch and behavior with a fine spatio-tem- Challenges, and systems is nothing new. Add that to poral resolution.” a Strong Future the fact that low levels of operational In addition, smart sewage could Against all of the innovation, it’s efficiency in emerging countries and impact the way non-communicable important to note that there are absence or lack of robust telecom diseases are studied, because bio- challenges in bringing smart cities and networking infrastructures in INTERNATIONAL markers for diseases such as obe- to fruition. For one, when it comes these regions are majors restraining sity and diabetes can be measured to the Internet of Things, operators factors for non-first world areas. at unprecedented scale. are moving from a limited scope of Nonetheless, the future looks very MIT is also heading up the Trash network requirements and deploy- bright indeed. MarketsandMarkets Track project in Seattle. The city ment issues to a much more com- said the market size of smart is esti- placed digital tags onto trash and plex scale and range of use cases. mated to grow from $312.03 billion then followed it as it moves through Whether it’s video surveillance and in 2015 to $757.74 billion by 2020, AGENTs the city’s sanitation system. other high-bandwidth apps that need representing an estimated compound “We discovered many things, and as close to zero latency as possible annual growth rate (CAGR) of 19.4 one of those things is that simply by or networks of environmental sen- percent for the forecast period. sharing information you can promote sors that transmit small amounts of Among the regions, the Asia- SECTION behavioral change,” Ratti said. “People information frequently and need a Pacific (APAC) region is expected to involved in the project would be able to long battery life, IoT will be a funda- grow with the highest CAGR, while follow their trash. This prompted many mentally different story for the mo- Europe is expected to be the high- of them to change their habits. One bile ecosystem to support – and that est contributor followed by APAC, person told us, ‘I used to drink water presents a learning curve. according to MarketsandMarkets. in plastic bottles and throw them away Also, the sheer complexity in- The market is in the emerging stage and think that they would disappear, volved is a potential gating factor, as in the regions of Europe, APAC, but I know it is not true anymore. They is the fact that new systems require Latin America, and the Middle-East just go a few miles from home to a new regulations. And, security will be and Africa (MEA). Therefore, these landfill. So I stopped drinking water a big issue in the IoT world consid- regions present immense scope for in plastic bottles.’” ering that hacking into information the development of smart cities.

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September - October, 2016 | ChannelVision 79 What are your organization’s plans for adopting software-defined WAN solutions?

6% 4% Implemented 11%

Expanding implementation Personalize the Customer Service Experience Planning to implement in the next 12 months 15% Technology Already Deployed by Cities 70% 64% 61% Best-in-Class All Others Interested but no plans to implement (percentage of cities) 49% 46% within 12 months 82% 50% 38% Not interested 40% 26% LED/other energy-efficient lighting 62% 30% Don’t know Low-energy buildings 62% 24% Energy-efficient appliances/ 10% pumps/other systems 53% Use customer contact Route customer cases Use self-service Source: Forrester Consulting Hybrid vehicles information to direct based on complexity and data when forecasting 47% customers to the right nature of issue agent demand Solar electric generation channels Compressed natural 31% Source: Aberdeen Group gas (CNG) vehicles Energy-efficent water 23% treatment technology How much of your Internet traffic that originates in your branch offices do you currently backhaul 22% to a data center before handing it off to the Internet? All-electric vehicles Methanecapture (landfills, biosolids) 21%

Solar hot water 19%

Geothermal 16% 2016 Focus on the Agent Desktop to Create Happy Customers 18% 17% 12% 10% 7% 35% Waste-to-energy conversion 12% & Minimize Costs Cogeneration (combined heat & power) 11% Advanced biofuels 11% 8% 7.3% 7.2% Companies with agent desktop optimization programs Smart grids/smart meters 11% 6% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 4.3% 4.4% All Others Source: Ericsson 4% 0% Between 1% and 20% Between 21% and 40% 2.3% 2.2% Between 41% and 60% Between 61% and 80% More than 80% 2% 1.5% 0% Source: Webtorials North America UC Market by Delivery Method, -2% -1.0% 2013 - 2024 ($B)

Year-over-year percent change -4% -3.4% -4.5% 25.00 -6% Number of Customer Average Improvement Improvement positive retention revenue per in average cost in average 20.00 mentions call per customer handle time through social contact media Potential Cost Savings from SD-WAN channels 15.00 ~$2100/Month Source: Aberdeen Group

MPLS - 10Mbps 10.00 Up to 90% ~$1100/Month reduction in WAN 5.00 Internet 10 Mbps costs MPLS - 5Mbps ~$220/Month 0.00 What are your organization’s plans for adopting 2012 2013 2014 2015 2016 2017 2018 2019 2020 Internet 10 Mbps Global Carriers' Top SDN/NFV Applications

software-definedMonthly Cost Per Site WAN solutions? Hosted On-premise for Producing New Sources of Revenue Internet 10 Mbps 6% 4% Source: Grand View Research Cost Per Year for 100 Sites Implemented 11% MPLS only Hybrid Dual Internet ~$2,520,000 ~$1,200,000 ~$264,000 vCPE virtual Expanding implementation Personalizemanaged services the Customer Service Experience Per TeleGeography.com - Broadband vs. MPLS pricing for San Francisco Q4 2014. Median monthly price: Metacloud Planning10-20 to implement Mbps Broadband in the next $110/month, 10Mbps MPLS IP VPN + Local Access $2,100 Month. Europe UC Market Size, by Vertical 2012 - 2023 ($B) 12 months 15% Technology Already Deployed by Cities 70% 64% 61% Best-in-Class All Others Source: Silver Peak Systems Bandwidth 35.00 on demand

Interested but no plans to implement Services (percentage of cities) 49% 46% within 12 months 82% 50% 30.00 Virtual private cloud 38% Not interestedExample Managed40% SD-WAN Solution 26% LED/other energy-efficient lighting 62% 30% Don’t know 25.00 Elastic INTERNET Low-energy buildings 62% service chaining 24% 20.00 Energy-efficient appliances/ 0% 10% 20% 30% 40% 50% 60% 70% 80% FIREWALL 10% APPLICATION pumps/other systems 53% Use customer contact Route customer cases Use self-service Source: Forrester Consulting TRAFFIC Percent of Respondents 15.00 Hybrid vehicles information to direct based on complexity and data when forecasting 47% Source: IHScustomers Markit to the right nature of issue agent demand Solar electric generation channels IP ROUTER 10.00 DATA CENTER Compressed natural 31% Source: Aberdeen Group APPLICATION gas (CNG) vehicles ACCELERATION 5.00 Energy-efficent water 23% OFFICE BRANCH IP VPN treatment technology How much of your Internet traffic that originates in your branch offices do you currently backhaul 22% to a data center before handing it off to the Internet? 0.00 All-electric vehicles Source: Telstra 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 Outsourcing Trend: IT Security Mobility toMethanecapture Drive (landfills, biosolids) Global21% Enterprise Education Government Healthcare Others Solar hot water 19% UC UptakeSource: Globalto Market Insights NewGeothermal 16Heights% 2016 Focus on the Agent Desktop to Create Happy Customers 18% 17% 12% 10% 7% 35% Waste-to-energy conversion 12% About What are the primary advantages that would drive & Minimize Costs Cogeneration Same your company to implement an SD-WAN? (combined heat & power) 11% By Tara Seals 41% Increasing Advanced biofuels 11% 8% 7.3% 7.2% Companies with agent desktop Global UCaaS Revenue by Region 59% optimization programs 16% The global unified communica- Smart grids/smart meters 11% 6% 0% 10% Increase20% flexibility30% 40% 50% 60% 70% 80% 90% 100%tions (UC) market size is expected 4.3% 4.4% All Others 13% 8.00 35.0% to reach $143.49 billion by 2024, Source: Ericsson Reduce OPEX 4% 0% Between 1% and 20% Between 21% and 40%12% according to a report by Grand View 2.3% 2.2% 7.00 30.0% 1.5% Between 41%Improve and application60% Between performance 61% and 80% More than 80% Research, largely driven by increas- 2% Percent of Organizations 12% Simplify operations SECTION ing workforce mobility. The substan- 6.00 0% Source: Computer Economics Source: Webtorials 10% tial growth prospects of the unified 25.0% Middle East Improve security & Africa communications market also can be North5.00 America UC Market by Delivery Method, -2% -1.0% 9% 20.0% Latin America Improve availability attributed to the rapid international 2013 - 2024 ($B) Year-over-year percent change AGENTs 4.00 -4% -3.4% 8% expansion of organizations and an APAC Deploy new functionality more quickly $Billion Outsourcing Cost Experience: -4.5% increasing need for real-time and ef- 25.00 15.0% 8% Europe -6% Network Operations Add bandwidth more quickly ficient communication systems that 3.00 Number of Customer Average Improvement Improvement positive retention revenue per in average cost in average 7% enhance the inter-organizational ex- 20.00 10.0% North America mentions call per customer handle time Provide better visibility 2.00 through social contact change of information. media Potential Cost SavingsReduce from CAPEX SD-WAN 5% Y-o-Y channels The firm also said that favorable 15.001.00 5.0% ~$2100/Month 0% 2% 4% 6% 8% 10% 12% 14% 16% government and institutional initia- Source: AberdeenCost Group Less, Cost Same, INTERNATIONAL tives worldwide supporting the in- 0.00 0.0% 33% MPLS - 10MbpsSource: Webtorials 10.00 2013 2014 2015 2016 2017 2018 39% Up to 90% troduction of UC deployment across ~$1100/Month reduction various industry sectors are expected Source: MarketsandMarkets in WAN 5.00 Internet 10 Mbps to positively impact the market dur- costs Cost More, Over the next 5 years, hosted VoIP and ing the forecast period. Grand View such, Intense Research said that the communities as well as enterprises. UC will be the segment with the largest 28% MPLS - 5Mbps ~$220/Month 0.00 growth in the global VoIP and also stressed that UC allows firms to sustained2012 growth2013 of the2014 information2015 2016In the2017 latter2018 segment,2019 large2020 invest- unified communications market Internet 10 Mbps have better operational agility, better and communications technology (ICT) ments in communication and collab- Global Carriers' Top SDN/NFV Applications Monthly Cost Per Site Hosted Percent of Organizations $90 customer engagement and connected market overall is expected to en- On-premiseorative technologies by government, for Producing New Sources of Revenue $80 Internet 10 Mbps employees – all strategic businessPerformance ofhanceSource: Intelligent Grand the Viewgrowth Contact Research of UC Centers markets, Outpace as “Alltelecom Others” and IT, and financial services Source: Computer Economics, 2016 $70 Cost Per Year for 100 Sites $60 goals that offer a conversation for it is generating lot of interest in soft- sectors are leading the way. MPLS$50 only Hybrid Dual Internet savvy channel partners. 14% ware and application development Grand View found that on-premises vCPE virtual ~$2,520,000$40 ~$1,200,000 ~$264,000 12.7% Best-in-Class All Others managed services $30 Some verticals are particularly Per TeleGeography.com$20 - Broadband vs. MPLS pricing for San Francisco Q4 2014. Median monthly price: 12% Metacloud 10-20 Mbps$10 Broadband $110/month, 10Mbps MPLS IP VPN + Local Access $2,100 Month. hot right now: Global Market Insights Europe UC Market9.9% Size, by Vertical 2012 - 2023 ($B) 10% $0 pointed out that the government sec- 8.5% Source: Silver Peak Systems2015 2020 8.3% 7.9% Bandwidth 35.00 on demand 8% Services Global Revenue (US$ Billions) tor has witnessed increased adop- Residential/SOHO VoIP 5.6% Business VoIP - Managed IP PBX tion of UC systems, especially6% when 30.00 5.2% Virtual private cloud Business VoIP - IP Connectivity it comes to public safety. These solu- 4.0% Example ManagedBusiness VoIP - SD-WANHosted VoIP &Solution UC 4% 3.2% tions help governments to effectively 25.00 Elastic Source: IHS, Inc. 2% Top IT security challanges INTERNET deal with emergencies and support service chaining

effective crisis conferencing.Year-over-year percent change The0% 20.00 0% 10%10020% 30% 40% 50% 60% 70% 80% APPLICATION FIREWALL report estimates revenue from-2% this Percent of Respondents TRAFFIC 15.00 -1.8% -1.0% -1.1% segment alone to exceed $20 billion Annual Customer Customer Number of Improvement Improvement Source: IHS Markit 80 by 2023. company retention lifetime value quality SLAs in number of in average cost What are the top three tasksIP your companyROUTER uses revenue10.00 met customer per customer 60 69% cloud computing to complete? APPLICATION DATA CENTER complaints contact 57% ACCELERATION Rising Tide 54% Third Second First Source: Aberdeen Group5.00 OFFICE BRANCH Priority Priority Priority IP VPN UC integrates real-time commu- 40 46% 20% nication services such as presence 35% 20% 0.00 32% Source: Telstra information, telephony, conferencing, 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 Outsourcing 20Trend: IT Security 18% 14% 14% 14% telephony, instant messaging and so 22% Enterprise Education Government Healthcare Others 21% 10% on with non-real time services such 0 17% 19% 12% Limited end-user End-user Lack of time / Inadequate Limited Lack of support 12% as SMS, email and voicemail. As Source: Global Market Insights knowledge resistance resources to budget for knowledge from management 11% regarding risk / secure network security about all potential for security 13% 28% 21% 16% security solutions security threats initiatives About What are the primaryMobility advantages that would drive 80 ChannelVision | September - October, 2016 Source: Spiceworks your company to implementCollaboration an SD-WAN? Same

File Storage App Deployment 41% Increasing

App Testing/Development Global UCaaS Revenue by Region 59% 16% Backup/Disaster Recovery Increase flexibility Source: Clutch 13% 8.00 35.0% Reduce OPEX 12% 7.00 Improve application performance 30.0% Percent of Organizations 12% Simplify operations 6.00 Source: Computer Economics 10% 25.0% Middle East & Africa Improve security 5.00 9% 20.0% Latin America Improve availability 4.00 8% APAC

$Billion Outsourcing Cost Experience: Deploy new functionality more quickly 15.0% 8% Europe Network Operations Add bandwidth more quickly 3.00 7% 10.0% North America Provide better visibility 2.00

Reduce CAPEX 5% Y-o-Y 1.00 5.0% 0% 2% 4% 6% 8% 10% 12% 14% 16% Cost Less, Cost Same, 0.00 0.0% Source: Webtorials 2013 2014 2015 2016 2017 2018 33% 39%

Source: MarketsandMarkets Cost More, Over the next 5 years, hosted VoIP and UC will be the segment with the largest 28% growth in the global VoIP and unified communications market

$90 Percent of Organizations $80 $70 Performance of Intelligent Contact Centers Outpace “All Others” Source: Computer Economics, 2016 $60 $50 $40 14% 12.7% Best-in-Class All Others $30 $20 12% $10 9.9% $0 10% 8.5% 8.3% 7.9% 2015 2020 8% Global Revenue (US$ Billions) Residential/SOHO VoIP 5.6% Business VoIP - Managed IP PBX 6% 5.2% Business VoIP - IP Connectivity 4.0% Business VoIP - Hosted VoIP & UC 4% 3.2% Source: IHS, Inc. 2% Top IT security challanges

Year-over-year percent change 0% 100 -2% -1.8% -1.0% -1.1% Annual Customer Customer Number of Improvement Improvement 80 company retention lifetime value quality SLAs in number of in average cost What are the top three tasks your company uses revenue met customer per customer 69% cloud computing to complete? complaints contact 60 57% 54% Third Second First Source: Aberdeen Group Priority Priority Priority 40 46% 20% 35% 20% 32% 20 18% 14% 14% 14% 22% 21% 10% 0 17% 19% 12% Limited end-user End-user Lack of time / Inadequate Limited Lack of support 12% knowledge resistance resources to budget for knowledge from management 11% regarding risk / secure network security about all potential for security 13% 28% 21% 16% security solutions security threats initiatives

Mobility Source: Spiceworks Collaboration

File Storage App Deployment

App Testing/Development Backup/Disaster Recovery

Source: Clutch Feel the beat. Stomp your feet. Get the rhythm and the pulse . . . Of WISPAmerica 2017!

Save the Dates: March 14-16, 2017 UC solutions accounted for nearly 60 Hosted unified communications “They are easier to maintain, faster percent of the overall market share in systems on the other hand accounted and offers flawless scaling abilities 2015 owing to the ease of customiza- for near 40 percent of the overall UC and decrease capital expenditure.” tion and control they offer. market revenue share in 2015 and Businesses’ ongoing move to “Moreover, such solutions bring in is projected to overtake on-premises the cloud is meanwhile driving uni- a sense of security within the organi- systems over the forecast period, ac- fied communication as a service zation as critical business infrastruc- cording to Grand View. (UCaaS). Intense Research pointed ture resides in-house curtailing on This is a trend that’s echoed out that after a successful imple- security concerns,” the report noted. by others. mentation of software as a service “However, such systems require ad- “Development of cloud-based/ (SaaS) for, say, CRM purposes, equate maintenance and well-trained hosted and cloud technology systems many organizations are more open IT staff, thereby adding to their opera- is expected to drive the market,” Hexa to transitioning their mission-critical tional expenses.” Research noted in a recent report. communications to the same model to capitalize on the no-capex, pay-as- you-grow benefit of eliminating the need for high upfront investment. Mobility, a Driving Factor Increasing enterprise and work- force mobility will be the important factors leading the global unified com- munications market to attain revenue of more than $75.5 billion by 2020. The rising penetration of smart- phones will augment demand for UC products, thanks to the fact that smartphones represent the easiest medium to use the services offered by UC technologies. The increasing acceptance of bring your own device (BYOD), development of UCaaS and growing usage of mobile devices on a global level are expected to boost the market growth during the next five years, Hexa Research said. And, even though high initial costs for such solutions and interop- erability issues are presumed to challenge growth (and in the U.S., ambiguous VoIP-related regulations by the FCC may affect the industry dynamics in the coming years), in the globalized corporate world, work- force mobility has increased mani- fold, and UC allows easy connectivity to individuals anytime, anywhere. Increasing usage of high speed broadband and availability of wireless connectivity networks is also expected to drive the UC market during the fore- cast period, Hexa Research said. Ad- vancements of technology such as 4G and, soon, 5G are also expected to witness substantial growth during the next few years. Conversely, a lack of robust telecommunications infrastruc- ture, particularly in the emerging

82 ChannelVision | September - October, 2016 nations, is a factor that limits the cals. Governments from countries recently announced its SwyxWare range market growth. In some countries, the such as the U.S., Canada, UK, Ja- is now fully supported by SIP trunking regulatory framework restricts con- pan and New Zealand are investing services provided by BT Wholesale, ex- nection between public-switched tele- in the adoption of such solutions, tending the choice of suppliers for voice phone lines with VoIP, which is another along with schools, colleges and uni- termination for its UK channel partners. INTERNATIONAL factor limiting the market growth. versities. The government end-use “This provides even greater choice segment is expected to witness sub- for our channel partners, who in turn A Global Phenomenon stantial growth at a CAGR of nearly can pass on the combined benefits of The European and North American 20 percent through 2024, according our latest unified communications plat- UC markets are expected to grow at to Grand View. form together with cost-effective con- a significant rate thanks to a mature Providers are committed to help- nectivity services provided by the UK’s penetration of broadband communi- ing channel partners tap this market premier carrier,” said Swyx Internation- AGENTs cations infrastructure, according to as well. For instance, UC vendor Swyx al cloud manager Michael Landin. Hexa Research. But Asia-Pacific is likewise expected to grow considerably during the forecast Get Listed on TheChannelDirectory.com SECTION period thanks to mobility uptake. High-speed wireless data net- works and large population bas- es in regions including India and China will all provide favorable opportunities to market growth in this region, the firm said. Grand View said that the UC market in Asia Pacific region accounted for more than 25 SEARCH FOR THE percent of the overall market PERFECT PARTNER share in 2015. The firm also Search by PRODUCT, GEOGRAPHY, or expects the region to witness PROVIDER TYPE to locate your next channel substantial growth during the partner. next eight years. Grand View’s view is that developing econo- mies such as India and China CONTACT from the region are expected to PROVIDERS DIRECTLY offer extensive growth avenues, owing to increasing industrial- Reach directly to the VENDORS you’d like to PARTNER with. ization and modernization of business processes eventually leading to surge in the adop- COMPARE tion of UC solutions. PARTNERS EASILY Key market participants Easily compare SERVICE PROVIDERS, include Alcatel-Lucent, Avaya, DISTRIBUTORS, and MASTER AGENTS at a Cisco Systems and Microsoft. glance. Leading vendors are emphasizing View VIDEOS, PRODUCTION INFORMATION, simple-yet-customized business NEWS and PROMOTIONS. communication offerings target- ing everything from small and Get all the DETAIL you need from a SINGLE medium-sized organizations to SOURCE . larger enterprises. Enterprise end-use applica- tions dominated the overall Register Today! UC system industry last year. Grand View said that they ac- www.TheChannelDirectory.com Partnered with counted for nearly 50 percent (323) 452-6970 of the overall market owing to the surge in adoption in SMEs Its free, easy and gives you the ability to be found and promote your business. across various industry verti-

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September - October, 2016 | ChannelVision 83 PTC Corner The Changing SECTION Realities of

AGENTs Telecommunications

By Joe Weinman

The Pacific Telecommunications tion technology; solution leadership, the developing Council returns to Honolulu this Janu- where smart, digital products and world is leveraging ary for its 39th annual conference. services become connected to the network technolo- INTERNATIONAL Hawaii is essentially the center of the cloud and from there onward to part- gies such as 4G and various emerging Pacific Rim, geologically and geographi- ner services ecosystems; collective technologies such as low-Earth orbit cally, and for a few days each January, intimacy, where what had been face- satellites and solar-powered planes, it’s the center technologically and stra- to-face, human-mediated relationships but also 3G and even 2.5G, for inno- tegically, as well. become virtual and algorithmic (as vative applications including monitor- The theme of this year’s confer- with Amazon’s upsell/cross-sell or the ing refrigeration for vaccine delivery, ence is “Changing Realities,” reflect- Netflix recommendation engine); and “smart” water pump handles, and new ing the changes that have occurred accelerated innovation, through cloud- business models for solar power that in the industry during the last 39 based contests and challenges. are based on pay-per-use payments years and will no doubt continue to Virtually all digital strategies used utilizing remote smart metering. occur in the next 39 years. These by leaders across industry verticals But network-centric applications are changes reflect a mix of predict- fall into these four generic approach- proliferating in the midst of changing able evolution, such as continued es. Perhaps more importantly, wire- realities for everything from industry growth in bandwidth requirements line and wireless networks are the structure to underlying technologies. and capacity, and unexpected disrup- essential elements that enable all of Compared to a century ago, or tion. Throughout all these changes, them to succeed. Consider a disrup- even a few decades ago, the structure though, one thing has remained con- tive industry innovator such as Uber. of the industry and the location of the stant: the power of communications Smartphones, apps, GPS, and wire- profit pools has radically shifted. A to enable economic growth, entre- less technologies are essential to single multinational, or even national preneurial wealth creation, social in- connect with drivers and passengers, monopoly, has given way to numerous teraction, enhanced productivity, and route vehicles, bill effortlessly and wireline, wireless, cable, satellite, and increased standards of living. instantaneously, rate drivers, match subsea players. Perhaps more impor- In my new book, Digital Disciplines, drivers with passengers, etc. In the tantly, services such as SMS, which I detail four generic strategies that future, autonomous vehicles will get had been the profitable, sole province businesses in any vertical can – and their software updates over the air of carriers, have become free, over- must – pursue to survive and thrive in and coordinate with each other to the-top services, leading to valuations the new digital era, where, as famed optimize traffic flow and avoid con- such as the nearly $20 billion paid venture capitalist Marc Andreessen gestion and accidents. for WhatsApp. Telecommunications, says, “software is eating the world,” So, networks and networking are rather than a facilities-based service, and many industries, as Mary Meeker critical to the fabric of modern civiliza- has become one based on software puts it, are being “reimagined.” Some tion and enable applications ranging and APIs. And, rather than a closed industries are being reimagined into across areas as diverse as telemedi- system, it has become a service compelling new business models; cine, collaboration, remote mining and platform to be acquired on-demand others, into oblivion. The four strate- offshore drilling, social networking, Fin- and paid for as a utility, hence Twilio’s gies I’ve identified are information Tech, microloans and micropayments, recent unicorn-like IPO. excellence, where operational pro- online courseware, 4K and soon 8K Software and the cloud are not cesses are complemented, optimized, video streaming and broadcasting, and only threats to the existing telecom- monetized, and fused with informa- so forth. Beyond the developed world, munications order, they are also

84 ChannelVision | September - October, 2016 enablers of new capabilities and the policy-based orchestration and The Pacific Rim represents the drivers of new solutions requiring optimization logic to make it work. nexus of all these evolutionary and advanced services. For example, net- As another example of this more in- revolutionary forces. The United work virtualization, software-defined telligent, network-centric world, consid- States is obviously an important networks and network functions vir- er an application running in a data cen- player in terms of network service INTERNATIONAL tualization migrate hardware-based ter. Dynamic pricing for electricity and providers, over-the-top players and functions into cloud- and software- the geographic nexus of the data the technology innovations. But in addi- based capabilities, enhancing the application needs might mean that the tion, Japan is getting ready to deploy flexibility and agility of the telecom- application could run more effectively the world’s first 5G networks, in part munications infrastructure, enabling, in another data center. Artificial intel- to support the coming 2020 Olym- among other things, dynamic route ligence could orchestrate the migration pics. Various areas in Asia offer op- optimization for anycast services or of the application and some of its data portunities for deploying ubiquitous AGENTs bandwidth on demand to back up to the new data center, based on ev- wireless connectivity through solar- data to the cloud. New services in erything from analysis of hot spots and powered planes. Island nations offer the cloud can leverage this new flex- data center infrastructure management great opportunities for low-Earth ibility and dynamism. For example, a to data center airflow simulations to orbit satellites due to their unique SECTION workload can migrate from an enter- the cost of virtual machine, container, characteristics of economy and prise data center to the cloud or from or microservices migration. If this population density. one cloud provider to another, lever- seems like a fantastic scenario, con- Although most people would aging bandwidth-on-demand capabili- sider that Google is already applying name Amazon, Microsoft, and ties and pay-per-use pricing inherent the same AI and deep learning behind Google as the key players in cloud, in this new, emerging infrastructure. its world-class Go-playing system, China has its own leaders, such as Architectures are also evolving. It Google DeepMind AlphaGo, to data Baidu, Alibaba, and Tencent, as do is clear that cloud computing is not center energy optimization. other countries and regions, all with just a fad but a compelling proposi- Of course, it isn’t just applica- unique configurations of capabili- tion and reality in terms of econom- tions and technology that matter. The ties. Tencent, for its part, now offers ics and user experience. However, regulatory environment, ranging from cloud services but is a global leader rather than all workloads migrating “broadband as a human right” to “net in gaming and also messaging and to the cloud, a more nuanced, het- neutrality” to spectrum auctions and related services through its QQ erogeneous architecture is likely, whitespace allocations will have a email and messaging, WeChat mes- including the cloud, colocation facili- deep impact on facilities investments saging, photosharing, and payments ties, enterprise data centers, the by operators; consumer uptake; and services, which have more than 700 edge, and distributed things such as investments by venture capitalists, million monthly active users. smart meters, wind turbines, auto- private equity and angel investors. The exciting, changing realities mobiles, farm equipment, wearables, Cybersecurity, privacy and nation- of disruptive technologies, business drones, robots, and so forth. al sovereignty and self-interest also models, industry structure, consum- Such a world entails more than are critical elements. Consider any er demands, investments, security, merely multiple layers that are in- of the cyberattacks, such as distrib- and the regulatory environment will terconnected. It entails complex uted denial of service, data leaks, be discussed in depth at PTC’17, information and communications ransomware, and the like – from the Pacific Telecommunications technology optimization strategies criminal organizations, nation-states, Council’s next conference in Waikiki that migrate data and processing up Internet trolls and bored youths – at the Hilton Hawaiian Village, or down throughout the hierarchy. In that regularly befall virtually every January 15 to 18, 2017. Keynotes, some cases, data might be aggre- company, government or other orga- industry briefings, executive roundta- gated from edge devices in the cloud nization; the challenge of delivering bles, and panel discussions will help and processed centrally. In others, “free” services which are actually explore the nuances and ramifica- it might be processed in a distrib- advertiser supported, but based tions of the changing realities of the uted fashion. Such decisions might on advertisers’ insatiable need for telecom and related industries. be made in real time, based on the increasing data on customers and quantity of data and dynamic pricing prospects; and the patchwork of reg- Joe Weinman is a PTC’17 Program of both network services and cloud ulations across countries interested Advisor, industry executive, and computing or storage services. Such in achieving a challenging, delicate the author of “Cloudonomics: The a reality, greatly changed from the balance between economic growth Business Value of Cloud Computing” simple days of mainframes and na- through entrepreneurship and in- and “Digital Disciplines: Attaining scent data communications technolo- novation while respecting citizen’s Market Leadership via the Cloud, Big gies, requires inherently agile and rights to privacy and such concepts Data, Social, Mobile, and the Internet flexible network capabilities but also as the “right to be forgotten.” of Things.”

September - October, 2016 | ChannelVision 85 channel management Key Communications The importance of partner business reviews

By Peter Radizeski

Do you do a business review with Of course, the question that this channel manager give? How much of your partners? If you answered “no,” leads to is: How can we get more that conversation should be shared you are in the majority. “What is a of your business? This could be up the chain of command? partner business review?” might be coached better with wording such Most companies would welcome your next thought. A partner business as: How can you and I do more the feedback and dialog. How much review is when the channel manager business together? To be fair, this of that feedback channel executives has a discussion with the partner might stump a partner. could act on is another story. There about business – theirs, hers, ours. Or it may lead to discomfort be- are a number of areas that partners The channel manager would cause the partner could be unhappy would find troublesome, including need data on the following: num- with you. Another way to put it is as poor status communications for or- ber of quotes, percentage closed, follows: Is there anything preventing ders, commission mistakes, horrible top vendors, contracts expiring us from doing more business? That installations, migration troubles and and such. This data will lend itself leaves it open to discuss any past unresolved billing errors. to conversations on: How can we wrongs or even anything that bothers I have even heard of agents improve the closing ratio? Who are the partner. But it begs many ques- who won’t do more business with you primarily using for VoIP, coloca- tions: Is the channel manager ready a master agency because they felt tion, etc.? to hear it? What response should the underappreciated. No red carpet, not enough hugs, I guess. No way to know without an honest dialog, when all parties are being upfront and working through hurdles. The channel is a relationship business. Having at least an annual review could be a way to build on that. The channel also is the sole source of revenue for many agents. What partner wouldn’t want some data on his carrier interactions? What you can measure, you can manage, said Peter Drucker. Giving an agent data on expiring contracts (along with contract recast provisions) is a chance to reduce churn. It also can be an upsell op- portunity. Some recast moments are blocked by the revenue decline of In- ternet pipe pricing. Today, you have to head into those discussions trying to either increase the size of the pipe, so that the contract revenue remains the same, or layer managed services (such as DDoS blocking or DRaaS) on top of it. This can all be discussed during a review call.

86 ChannelVision | September - October, 2016 channel management

The expiring contract discussion municate? We have so many avenues security solution? Do you offer data can be used to jump into a discussion of communications: email, phone, storage or backup? about other customers coming out of video, text, IM, Slack, Skype, etc. What There are so many products and contract that are not currently in your is the partner comfortable with? services available to sell from a vari- CRM. One way to help the customer Further along that path is how ety of vendors that it is hard to keep when the carrier will not write down much interaction do you want to have abreast of it all. That is part of the the contract recast revenue is to – or how do you want to be man- review process. That is part of the move them to another carrier. Not ev- aged? Partners aren’t employees, but channel manager’s duty to introduce eryone agrees with bouncing around there are responsibilities around quot- new services that can complement a carriers, but if it is in the customers’ ing, training, co-selling, order status partner’s business model. It is how you best interests, it’s what an agent and even bill collection. get more mindshare. should be looking to do. After all of that, you need to flip “Mindshare before market share,” Part of that business review with the conversation around to the part- says Beth Comstock. a carrier would include this issue of ner’s business. What certifications revenue right down at recast or, in the do they have? Who do they sell to Peter Radizeski, event that it had to be done, carrier primarily? How do they sell? What is President of RAD-INFO switching. I have had to have that dis- their primary business (especially for INC, started as a VAR, cussion a couple of times. Never fun, VARs who may have a business mod- then became an Agent. but if you can’t have an open dialog el wrapped around Cisco or Dell or Now he writes about the about these business matters, what someone)? The more you know about channel and the tele- kind of relationship do you have? your partner, the more you can do. com space while consulting to service For newer partners, another ques- For example, a fine question would providers and occasionally still selling tion to ask is: How do you want to com- be on how can I help you fill out your some circuits.

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September - October, 2016 | ChannelVision 87 This issue our map from GeoTel highlights the regional bell operating companies (RBOCs) as well as the current incumbent local exchange carriers (ILECs) in the New On the England area – along with the merger history. The point is to illustrate the evolution of the Bell companies and the current geographic areas in which they offer services, as well as provide a mapping of current wire center data.

For information on obtaining telecom data maps, Map contact GeoTel at 407.788.8888 or www.geo-tel.com. RBOC and Roll

88 ChannelVision | September - October, 2016 PROFILE FirstLight Poised for Growth After Acquisitions

By Tara Seals

FirstLight Fiber, the fiber-optic local telephone company more than the power of this as a platform and bandwidth infrastructure services 100 years ago. Throughout its histo- saw an opportunity to invest further provider operating in New York and ry, Oxford has transitioned itself into to expand geographically and orga- Northern New England, has had a a leading regional provider of fiber nizationally.” packed year so far, starting with a and cloud services through invest- Oxford should close by the end change of ownership and wrapping ments in its network and facilities, of the year, and Sovernet in the first up with two acquisitions that prom- as well as the acquisition of neigh- quarter; until then, the company is ise to add scale and flexibility to the boring BayRing Communications in working on integration planning. company’s already growth-friendly 2015. During Novacap’s investment The priority, Van Wagenen said, is business model. period, Oxford more than doubled to maintain the company’s unique Earlier this year, Oak Hill Capi- its core revenues and expanded its value proposition. tal Partners acquired the company network reach to Boston. “We don’t want to take our eye from its previous private equity own- Sovernet, meanwhile, off the ball in terms of er, Riverside Partners (Riverside is a fiber-optic bandwidth serving existing cus- Partners is continuing as a minority infrastructure services tomers and driving or- investor in FirstLight). Scott Baker, provider operating in Vermont, New ganic growth – it’s our top focus,” he a partner at Oak Hill, said that the York and southwest New Hamp- said. “We’re going to move quickly firm saw an immediate opportunity shire, offering high-capacity network but be thoughtful with the integra- to grow the company’s geography transport, broadband Internet and tion, to make sure we’re enhancing and revenue. voice services. the overall platform as a business. “FirstLight possesses all of the The combined companies will op- We’ll take a look at the collection of attractive characteristics and growth erate a total of approximately 9,500 systems we now have across the potential that Oak Hill seeks in our route miles of high-capacity fiber business and what we’ll standardize fiber investments,” he said. “We see optic network and 11 data centers going forward. And then we’ll seek tremendous opportunity to create across New England and New York. new opportunities to better serve additional value by continuing to ex- FirstLight is no stranger to acqui- our customers.” pand FirstLight’s fiber footprint while sitions; buying segTEL in 2011 add- The company’s differentiating also pursuing acquisitions. We are ed a fiber network in New Hamp- approach to customer service will delighted to join forces with First- shire, Maine and into Vermont, as be another priority for the combined Light’s talented management team well as a wholesale customer base; company, he added. and with Riverside Partners to help acquiring in 2013 Vermont-based “The fabric of how we serve drive this next phase of growth.” TelJet added a dense fiber footprint our customers is being involved Kurt Van Wagenen, president throughout Vermont, a colocation in the community, with local sales and CEO of FirstLight Fiber, said facility in Burlington, Vt., connectiv- and local support,” he said. “As that Oak Hill is committed to ex- ity to New York City, Boston and an we get bigger, we are ensuring panding FirstLight’s value propo- international presence in Montreal; that we continue to maintain that sition. To that end, the company and in 2014 FirstLight acquired New local presence and that differen- recently announced its intention to Hampshire-based G4 Communica- tiating point against some of the acquire Oxford Networks in Maine tions’ assets, which added a roster larger players.” and Sovernet Communications in of customers and a colocation facil- Going forward, the company will upstate New York. Upon the closing ity in Manchester, N.H. look to acquire or build network in of both these transactions, they will “We had previously integrated geographies where its large cus- be combined with FirstLight. all of these companies to create a tomers have needs. “We’re going to Oxford is a fiber-optic bandwidth platform for growth – and we have leverage our larger network to serve infrastructure services provider op- seen significant organic growth be- the needs of existing customers and erating in Maine, New Hampshire cause of that, year-over-year,” Van bring on new ones where possible,” and Massachusetts; it began as a Wagenen said. “Oak Hill recognized Van Wagenen said.

September - October, 2016 | ChannelVision 89 (Continued from page 28) Wholesale trolled centrally. SD-WAN solutions can detect and com- pensate for issues such as packet loss and latency, but Conference Calling its decisions are made by intelligence on the edge. It can automatically choose the best path among all available paths, and if a connection is showing packet loss, jitter or delay, it can choose another path or avoid that one alto- gether. That’s not the same as ensuring quality of service across the entire route on a best-effort-based broadband link. So it’s likely corporate network managers will choose Conferencing & Collaboration to keep a MPLS link in parallel with their broadband for Services more-sensitive, real-time traffic (voice, video), as many • Agent and Private Label Reseller Programs SD-WAN providers recommend. Of course, there is still the opportunity to lower over- • Sell Audio, Web & Desktop Video Services all cost of network ownership through better utilization of resources. So it would be wise for network pros to • Facilities Based, 25 Year Old Company understand the benefits of increased flexibility, simplified management and improved security that SD-WAN solu- • Low Buy Rates, Determine Your Own Sell Rates tions afford. As networks sprawl across multiple data links, devices and remote employees, it’s no surprise there is • Commissions Paid Twice Each Month exciting about a development that centralizes network • New Microsoft Office 365, Lync Audio Product control and operations. All the while, SD-WAN certainly can, and will, lower the dependency on a given access technology and, one could Call Mike Burns argue, “private” links in general. Buyers will likely use it 888.239.3969 that way. We’re just not so sure, as yet, that SD-WAN re- places the need for any of them. aplusconferencing.com

Ad Index Communication

FREE SUBSCRIPTIONS - Subscriptions to ChannelVision AireSpring (www.airespring.com) 33 Mediacom Enterprise Solutions (www.mediacomcable.com) SG 7 magazine are free to executives working for BBCom (www.bbcom.com) 39 Metaswitch (www.metaswitch.com) 31 telecommunications service providers. Simply go to www. BCM Once (www.bcmone.com) 79 Net2Phone (www.net2phone.com) 25 channelvisionmagazine.com and click on the subscribe link. Fill out the form completely and you will start receiving BEC Technologies (www.bectechnologies.net) 27 NetCarrier (www.netcarrier.com) 84 the magazine within six weeks. BluLogix (www.blulogix.com) 74 NetGen (www.netgencommunications.com) 20 BullsEye Telecom (www.bullseyetelecom.com) 2 Nextiva (www.nextiva.com) 15 ADDRESS CHANGES, RENEWALS and CANCELLATIONS - Go to www.channelvisionmagazine.com and click on Colt Technology Services (www.colt.net) 17 NexVortex (www.nexvortex.com) 19 the subscribe link. For address changes and renewals, CSF (www.csfcorp.com) SG 22 One Stream Networks (www.onestreamnetworks.com) 32 simply fill out the form, submit it and your subscription Easton Telecom Services (www.eastontelecom.com) SG 32 PTC’17 (www.ptc.org) 77 will automatically be renewed with your most current information. To cancel your subscription, go to the Edison (www.edisonconnect.com) SG 3 Ritter Communications (www.rittercommunications.com) SG 25 “Cancellations” header, click “here” and follow the Enqwest (www.enqwest.com) 11 Sales Tax Associates (www.salestaxassociates.com) SG 13 instructions. Equinix (www.equinix.com/sales-agents) 5 SRP Telecom (www.srptelecom.com) SG 5 CORRESPONDENCE - Send letters to the editor via Finger Lakes Technologies Group (www.fltg.com) 29 Star2Star (www.star2star.com) Back cover email to Martin Vilaboy at [email protected]. First Light (www.firstlightfiber.com) 3 Sunesys, LLC (www.sunesys.com) SG 19 All other correspondence should be directed to Martin Fontel (www.fontel.com) 75 Telarix (www.telarix.com) 91 Vilaboy at 745 N. Gilbert Rd., Ste. 124, PMB 303, Gilbert, AZ 85234. Fusion (www.fusionconnect.com) 21 Telegration (www.telegration.com) 13 GigLinx (www.giglinx.com) 82 TeliSpire (www.telispire.com) SG 11 PRESS RELEASES - ChannelVision magazine welcomes Global Capacity (www.globalcapacity.com) 9 Telstra (www.telstraglobal.com) 23 press releases and any other information relating to the sale, marketing and distribution of communications Great Plains (www.gpcom.com) SG 9 Timely Bill (www.timelybill.com) SG 21 services. Releases should be emailed to Martin Vilaboy GTT (www.gtt.net) SG 27 Uniti Fiber (www.unitifiber.com) 24 at [email protected]. INCOMPAS (www.incompas.org/event) 37, SG 28 VoIP Innovations (voipinnovations.com) 7 REPRINTS - For high-quality article reprints, minimum Inteliquent (www.inteliquent.com) SG 29 VoIP Logic (www.voiplogic.com) 35 of 100 quantity, please contact the publisher at 480- Kadence (www.gokadence.com) SG 15 Walker & Associates (www.walkerfirst.com) SG 26 503-0770. LSi (www.linesystems.com) 18 Wave Broadband (www.wavebroadband.com) SG 23 ADVERTISING - For a media kit or information about Mammoth Networks (www.mammothnetworks.com) SG 16 WISPAPALOOZA (www.wispa.org) 81 advertising, contact Group Publisher Berge Kaprelian at 480-503-0770, [email protected]. Disclaimer: This index is provided as a free service to our advertisers. Every effort is made for accuracy, but we cannot be held liable for any errors or omissions.

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