Authors: Irwin Lazar, Vice President and Service Director
John Burke, CIO and Principal Research Analyst
Driven by the need to save money, improve agility, and take rapid advantage of emerging technologies to improve internal collaboration and customer engagement, organizations are quickly adopting Unified Communications-as-a-Service (UCaaS) and Contact Center as a Service (CCaaS). UCaaS and CCaaS enable businesses to deliver a modern communications environment, without large capital investment, and in a manner that provides for rapid scaling, easy expansion into new sites and geographies, and deployment flexibility.
Unfortunately, many enterprise networks are not optimized to deliver the performance and reliability required to support cloud-based applications, including UCaaS and CCaaS. As a result, IT leaders are rapidly adopting Software-Defined Wide-Area Network (SD-WAN) technologies. With SD-WAN’s ability to virtualize underlying network services and to build enterprise-grade WANs using both public (Internet) connectivity and private WAN connectivity, IT leaders can leverage it to support cloud-based apps while reducing network costs. Nemertes’ research shows that SD-WAN use correlates with successful UCaaS deployments, improved network resilience, and reduced network operating costs.
Picking the right SD-WAN solution requires deciding between a DIY solution or a managed one, and evaluating a solution’s features and functions, ability to integrate with communications and security solutions, ability to scale, and manageability.
IT leaders should:
• Plan for implementation of UCaaS and CCaaS
• Evaluate offerings that integrate internal and customer-facing collaboration capabilities
• Evaluate their WAN and its suitability to a cloud-drive UC world
• Consider deploying SD-WAN to deliver the best UCaaS/CCaaS experience
• Consider combined SD-WAN and communications services to provide simplified deployment and operations, end-to-end visibility, and integrated application performance management.
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