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.

Most senior executives recognize that UC are integral applications on the digital transformation path.

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

January 19, 2018

Confidence in satisfying and supporting core IT has diminished due in part to a strain on declining IT budgets and initiatives now progressing beyond implementation into production mode, according to TEKsystems' annual IT Forecast research ...

January 18, 2018

Making predictions is always a gamble. But given the way 2017 played out and the way 2018 is shaping up, odds are that certain technology trends will play a significant role in your IT department this year ...

January 17, 2018

With more than one-third of IT Professionals citing "moving faster" as their top goal for 2018, and an overwhelming 99 percent of IT and business decision makers noticing an increasing pace of change in today's connected world, it's clear that speed has become intrinsically linked to business success. For companies looking to compete in the digital economy, this pace of transformation is being driven by their customers and requires speedy software releases, agility through cloud services, and automation ...

January 16, 2018

Looking back on this year, we can see threads of what the future holds in enterprise networking. Specifically, taking a closer look at the biggest news and trends of this year, IT areas where businesses are investing and perspectives from the analyst community, as well as our own experiences, here are five network predictions for the coming year ...

January 12, 2018

As we enter 2018, businesses are busy anticipating what the new year will bring in terms of industry developments, growing trends, and hidden surprises. In 2017, the increased use of automation within testing teams (where Agile development boosted speed of release), led to QA becoming much more embedded within development teams than would have been the case a few years ago. As a result, proper software testing and monitoring assumes ever greater importance. The natural question is – what next? Here are some of the changes we believe will happen within our industry in 2018 ...

January 11, 2018

Application Performance Monitoring (APM) has become a must-have technology for IT organizations. In today’s era of digital transformation, distributed computing and cloud-native services, APM tools enable IT organizations to measure the real experience of users, trace business transactions to identify slowdowns and deliver the code-level visibility needed for optimizing the performance of applications. 2018 will see the requirements and expectations from APM solutions increase in the following ways ...

January 10, 2018

We don't often enough look back at the prior year’s predictions to see if they actually came to fruition. That is the purpose of this analysis. I have picked out a few key areas in APMdigest's 2017 Application Performance Management Predictions, and analyzed which predictions actually came true ...

January 09, 2018

Planning for a new year often includes predicting what’s going to happen. However, we don't often enough look back at the prior year’s predictions to see if they actually came to fruition. That is the purpose of this analysis. I have picked out a few key areas in APMdigest's 2017 Application Performance Management Predictions, and analyzed which predictions actually came true ...

January 08, 2018

The annual list of DevOps Predictions is now a DEVOPSdigest tradition. DevOps experts — analysts and consultants, users and the top vendors — offer predictions on how DevOps and related technologies will evolve and impact business in 2018 ...

January 05, 2018

Industry experts offer predictions on how Network Performance Management (NPM) and related technologies will evolve and impact business in 2018 ...