Secure UX Enables UC Benefits
September 28, 2017

Gabriel Lowy
TechTonics

Share this

Many of my posts advocate a strategic, unified approach to the convergence of network, application, and infrastructure performance monitoring (NAIPM), user experience (UX), and security monitoring technologies, including the concept of the secure UX enterprise and how to get CEO and CFO buy-in on the path to digital transformation. Secure UX enables companies to achieve return on investment (ROI) and risk management objectives, and is directly correlated with financial and stock market performance.

This post takes a more tactical approach by focusing on unified communications and collaboration (UC). Most senior executives recognize that UC are integral applications on the digital transformation path. As a result, many companies are in the process of replacing legacy voice and video infrastructure and disparate messaging and collaboration tools with next-generation UC systems, including cloud-based unified communication as a service (UCaaS).

These apps are key enablers for engaging employees to deliver enhanced customer experiences. With UC, companies can accelerate time-to-revenue, improve productivity and reduce capex and opex – the three pillars of return on investment (ROI) that drive corporate strategy.

UC Fundamentals

For those not familiar, UC is a suite of fully integrated communication tools that help employees stay connected and collaborate effectively. UC systems offer synchronized communication methods that are all accessible in one real-time solution, including:

Voice - Most UC offerings are voice-centric because the leading vendors have deep roots in telephony. But other services have become preferred means of communication.

Conferencing and collaboration - In addition to audio, video and Web conferencing, these components include collaboration features such as shared virtual workspaces, whiteboarding, file sharing and document sharing.

Presence technology - Presence servers gather presence information from various sources and provide unified presence information to end users or applications.

Instant messaging - Enterprise IM systems offer security and privacy that public IM services cannot.

Speech access and virtual assistants - Virtual assistants provide intelligent screening and allow end users to filter messages and access calendars, contacts, voice and video through voice command.

Mobility - Integrating the mobile users' voice and real-time communications services with core enterprise communications lets them do their jobs regardless of location.

Unified messaging - Unified messaging (UM) integrates voice, fax and email messages and message notification. Most UM products add a variety of advanced call and message management functions, including desktop call screening of inbound calls, find me/follow me, live reply or call return, and cross-media messaging.

According to IDC, 41 percent of organizations currently use UC, while another 22 percent plan to deploy UC in the next year. Despite being a mature market, investments in UC are expected to increase by 12.3 percent next year. While voice, instant messaging and presence are well-established services, incorporating team collaboration, artificial intelligence and machine learning into business processes and workflows apps is driving category growth.

UC systems can be deployed in-house, in the cloud or as hybrid services. In a UCaaS delivery model, communication and collaboration applications and services are purchased from a software vendor, in similar fashion to any other SaaS application.

Today, 70 percent of deployments are still on-premises in midsize and large enterprises. However, the UCaaS segment of the market is growing much faster.

That’s because UCaaS now provides high levels of availability and can scale to meet the needs of a global enterprise. Companies also view UCaaS as offering superior integration, better service assurance, and being more secure than their on-premises deployments. Some UCaaS providers offer encryption models that allow customers to hold their own encryption keys, meaning that the cloud provider has no means to access customer information.

UC is a Growth Opportunity for UX Vendors

Distributed and mobile users are collaborating on more projects and communicating with each other across multiple continents and time zones. This is driving more organizations to invest in new infrastructure to support UC apps. This includes integrating contact centers with employee and customer communications to improve engagement and UX.

UX is paramount in such latency-sensitive apps as UC. A unified UX platform helps companies to track UC app performance, including uptime and root cause analysis. It also drives uptake within the organization, enabling the company to realize ROI on their UC investments.

A secure UX platform enables UC benefits. It provides IT with visibility and intelligence across the entire application delivery chain – from on-premises to the cloud and across a variety of devices. In addition to advanced behavioral analytics against key performance indicators, the platform can leverage automated continuous monitoring and machine learning for early incident detection and response.

In the future, UC will likely integrate with IoT networks and devices, incorporating machine-to-machine communications. That scenario only increases the strategic value of a secure UX platform to the enterprise.

Gabriel Lowy is the founder of TechTonics Advisors, a research-first investor relations consultancy that helps technology companies maximize value for all stakeholders by bridging vision, strategy, product portfolio and markets with analysts and investors
Share this

The Latest

October 16, 2017
Hurricane season is in full swing. With the latest incoming cases of mega-storms devastating the Southeastern shoreline, communities are struggling to restore daily normalcy. People have been stepping up and showing remarkable strength and leadership in helping those affected. However, there is another area that we need to remember in these trying times – and that is businesses continuity ...
October 12, 2017

Gartner highlighted the top strategic technology trends that will impact most organizations in 2018. The next trends focus on blending the digital and physical worlds to create an immersive, digitally enhanced environment. The last three refer to exploiting connections between an expanding set of people and businesses, as well as devices, content and services to deliver digital business outcomes ...

October 11, 2017

Gartner highlighted the top strategic technology trends that will impact most organizations in 2018. The first three strategic technology trends explore how artificial intelligence (AI) and machine learning are seeping into virtually everything and represent a major battleground for technology providers over the next five years ...

October 10, 2017
This is the sixth in my series of blogs inspired by EMA's AIA buyer's guide — directed at helping IT invest in Advanced IT Analytics (AIA), what the industry more commonly calls "Operational Analytics." In this blog, I examine scenario-related shopping cart objectives for AIA. At EMA, we evaluated seven unique scenarios relevant to AIA adoptions. Our scenarios included agile/DevOps, Integrated security, change impact awareness, capacity optimization, business impact, business alignment and unifying IT ...
October 06, 2017

In the Riverbed Future of Networking Global Survey, more than half of the respondents acknowledged that achieving operational agility is critical to the success of a modern enterprise, and next-generation networks as well as the technology to support them are key to reaching this goal ...

October 05, 2017

Legacy infrastructures are holding back their cloud and digital strategies, according to the Riverbed Future of Networking Global Survey 2017. Nearly all survey respondents agree that legacy network infrastructure will have difficulty keeping pace with the changing demands of the cloud and hybrid networks ...

October 04, 2017

Digital disruptors are emerging in all industries, and the need for CIOs to embrace digital transformation is urgent, according to Gartner ...

October 02, 2017

Environments indicate "where" the AIA solutions we investigated can be applied. All 13 of the solutions we investigated support cloud for performance, core infrastructure, and application performance and availability. Mainframe had the support of six of our respondents, and IoT and cloud for change and capacity were not yet prime areas of focus for most of the vendors in our AIA buyer's guide ...

September 29, 2017

Cost, overhead, and time to value are often key challenges in adopting AIA solutions. In the past, these factors have often been especially onerous. But we saw strong levels of improvement among many vendors, and surprising areas of innovation among others ...

September 28, 2017
Most senior executives recognize that unified communications and collaboration (UC) are integral applications on the digital transformation path. As a result, many companies are in the process of replacing legacy voice and video infrastructure and disparate messaging and collaboration tools with next-generation UC systems, including cloud-based unified communication as a service (UCaaS). With UC, companies can accelerate time-to-revenue, improve productivity and reduce capex and opex – the three pillars of return on investment (ROI) that drive corporate strategy ...