SHOW GUIDE INSIDE SHOW INCOGUIDEMP INSIDE AS 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 sell big accounts , California VA R Upfront Residual Combo » Assigned support team Payouts require a three-year commitment. 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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 [email protected] TIME IS NOW, CALL: • www.bullseyetelecom.com 866-439-9314 www.bullseyetelecom.com 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 REFER YOUR CUSTOMERS TO EQUINIX AND REAP THE REWARDS! Our new Lead Referral Program rewards partners with enhanced benefits for loyalty. This is not your father’s 1X referral program. Join us and see revenues soar! With Equinix, customers get more value beyond world-class colocation, including access to hundreds of cloud and interconnection ecosystem partners. 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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% 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