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Pairing SD-WAN and UCaaS/CCaaS To Maximize Performance, Productivity, and Savings

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.


Table of Contents
  • Table of Contents
  • Executive Summary
  • Cloud Driving Business Value
  • Optimizing Networks for UCaaS
  • Defining SD-WAN
    • Overlay SD-WAN
    • In-Net SD-WAN
    • How does SD-WAN support UCaaS and CCaaS?
  • Benefits of an Integrated Managed Approach
  • Picking the Right Provider: UCaaS/CCaaS
  • Picking the Right Provider: SD-WAN
  • Conclusions and Recommendations


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