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

February 20, 2020

Over 70% of C-Suite decision makers believe business innovation and staff retention are driven by improved visibility into network and application performance, according to Rethink Possible: Visibility and Network Performance – The Pillars of Business Success, a survey
conducted by Riverbed ...

February 19, 2020

Modern enterprises rely upon their IT departments to deliver a seamless digital customer experience. Performance and availability are the foundational stepping stones to delivering that customer experience. Along those lines, this month we released a new research study titled the IT Downtime Detection and Mitigation Report that contains recommendations on how to best prevent, detect or mitigate brownouts and outages, given the context of today’s IT transformation trends ...

February 18, 2020

While Application Performance Management (APM) has become mainstream, with a majority of tech pros using APM tools regularly, there's work to be done to move beyond troubleshooting ...

February 13, 2020

Over the last few decades, IT departments have decreased budgets in part because of recession. As a result, they have are being asked to do more with less. The increase in work has amplified the need for automation ...

February 12, 2020

Many variables must align for optimum APM, and security is certainly among them. I offer the following APM predictions for 2020, which revolve around the reality that we will definitely begin to see much deeper integration of WAN technology on the security front. Look for this integration to take shape in the following ways ...

February 11, 2020

When it comes to growing a successful company, research shows it isn't about getting the most out of employees, but delivering an experience that empowers them to be and do their best. And according to Priming a New Era of Digital Wellness, a new study conducted by Quartz Insights in partnership with Citrix Systems, technology is the secret to doing so ...

February 10, 2020

Only 11% of website decision-makers feel that they have complete insight into the scripts that they use on their websites. However, industry estimates state that about 70% of the code on a website comes from a third-party library or service. Research highlights a clear need to raise awareness of the potential threats associated with the vulnerabilities inherent in third-party code ...

February 06, 2020

The ever-increasing access and speeds offered by today's modern networks offer many advantages to businesses and consumers, but also make the integrity of their performance and security more paramount than ever before. Organizations are struggling to manage the constant fluctuations in network conditions and security threats. This has prompted many to explore how automation can help to streamline network management and security processes ...

February 05, 2020

The demand to deliver a consistently positive and innovative customer experience is something that many companies — more specifically, their DevOps teams — are currently grappling with. While the ability to push out multiple features a week may appear as a great accomplishment for DevOps teams, our survey showed that 82% commonly discover bugs in production ...

February 04, 2020

Ensuring reliable data security is a critical part of Application Performance Management (APM) — or at least it should be. The fact is, as a result of our need for speed, increasingly development teams are confronted with the problem of releasing applications faster without compromising security ...