Delivering Dependable QoS for Better Bottom Line

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1 Delivering Dependable QoS for Better Bottom Line Get it Right the First Time Don Lewis, Director of BroadCloud Product Management

2 Agenda for Today Session Why is QoS Important? Implementation Plan for Ensuring QoS Why are Assessments Important? What is Service Assurance? How to Avoid Service Impacts!!!! Why You Need to Differentiate Your Services $$$ Training Program SIP School

3 QoS in the Headlines What is the Industry Telling Us? IT Business Edge Dashboard Monitoring Highlight Issues Before They Get Serious Business Day Telco's focus on QoE set to drive new managed service deals Telecom Executives Business Network Should/does Telco enterprise cloud offering include QoS and monitoring? Enterprise Connect QoS - It Really Is Important ZDNet - Operators should look to network QoS as 'key differentiator' #BC14 BROADSOFT CONNECTIONS 2014 PAGE 3

4 Why is QoS Important? Quality of Service Defines and Prioritizes Data Networks Deployed for TCP/IP Real-Time Applications Deployed Now Packet Handling is Important QoS Preserves Packet Performance A QoS policy is Now Required #BC14 BROADSOFT CONNECTIONS 2014 PAGE 4

5 SIP Trunking Performance Chart Customer Issues Source: SIP Survey June Report SIP School #BC14 BROADSOFT CONNECTIONS 2014 PAGE 5

6 Implementation Plan for Ensuring QoS Steps to Pre-Determine Your Infrastructure is Ready to Support QoS Baseline Network Infrastructure LAN & WAN LAN Discovery Assessment Verification Acceptance and Turn-Up Packet Loss, Jitter and MOS Test Results Proactive Alerts On-Demand Reports Active Low Level Testing Diagnostics 24x7x365 Monitoring Fully Managed Services SLAs Automated Reports #BC14 BROADSOFT CONNECTIONS 2014 PAGE 6

7 Why are Assessments Important? Learn the characteristics of your network infrastructure Delivers Synthetic Call Loads QoS Packets Configured Call Volume Statistics Checks SIP and RTP Call Analysis on RTP Media WAN Congested Hops #BC14 BROADSOFT CONNECTIONS 2014 PAGE 7

8 LAN Assessments Baseline Customer Enterprise Network LAN Base Line Best Practice LAN Discovery Network Behavior Analysis LAN Assessment Test LAN Discovery Report Network Behavior Analysis Report LAN Flat Assessment Report #BC14 BROADSOFT CONNECTIONS 2014 PAGE 8

9 WAN Assessments Benchmark Your WAN (Broadband Connection) UDP Packet Performance no QoS Applied This graph represents the 5 call ramp in packets per seconds. The jaggedness in the blue step pattern indicates lack of steady packet rate required for real-time applications The bandwidth graph shows high data (TCP) traffic impacting available bandwidth. This condition directly impairs packet UDP packet performance for realtime applications #BC14 BROADSOFT CONNECTIONS 2014 PAGE 9

10 Assessment Capabilities: Examples LAN and WAN Assessments Live lights-out VoIP Traffic generation using multiple codec types and QoS tags WAN Route Analysis Detect Application Flows Causing Congestion #BC14 BROADSOFT CONNECTIONS 2014 PAGE 10

11 What is Service Assurance? Setting Quality Standards that Meet Customer Expectations Pre-Determine Quality Measurements Set Process Controls and Feedback Monitoring Create Standard Reporting Develop and Track Customer Experience Deliver Quality Services Management #BC14 BROADSOFT CONNECTIONS 2014 PAGE 11

12 Verification Of Deployment Live test calls validate and confirm successful deployment Verification Report Example #BC14 BROADSOFT CONNECTIONS 2014 PAGE 12

13 How to Avoid Service Impacts!!!! Proactive not Reactive Performance Monitoring Baseline All Implementations Benchmark Service Prior to Production Activate 24X7X365 Monitoring Services Engage Proactive Alerts and Notifications Implement Active Low Level Testing 24X7X365 Execute Automated Reporting Set Metric Thresholds PacketSmart allows me to own my customers grey area, Operationally there is no greater asset than that Phillip Moore, GM of Operations WorldxChange #BC14 BROADSOFT CONNECTIONS 2014 PAGE 13

14 Monitoring Alerts and Reports Proactive Approach to Sustaining Quality Services Maintaining Products and Services Resolve Issues Prior to Customer Complaints Meet Customer Performance Standards Notifications for Call Performance Automated Quality Reporting #BC14 BROADSOFT CONNECTIONS 2014 PAGE 14

15 Monitoring Report Examples Automated Report Type Daily Domain SLA Report Example Customer A Customer B Customer C Customer D Customer E Customer F Customer G Customer H Customer I Customer J Customer K Customer L Customer M Customer N Customer O Customer P Customer Q Customer R Customer S Cust. A Cust. B Cust. C Cust. D #BC14 BROADSOFT CONNECTIONS 2014 PAGE 15

16 Monitoring Report Examples Automated Monthly Report Types Network Quality Report (NQR) Example #BC14 BROADSOFT CONNECTIONS 2014 PAGE 16

17 Monitoring Report Examples On-Demand Reports from Dashboard Easy to Read Reporting Summarize quality within a site Determine network use/misuse at a site Summarize WAN quality within an enterprise Site-SLA reports Network behavior analysis reports WAN & Site NQR reports #BC14 BROADSOFT CONNECTIONS 2014 PAGE 17

18 Why You Need to Differentiate Your Services $$$ Customer Retention Based on Quality Services Assess Verify Monitor Diagnose Invest in Solid Procedures and Policies Scalable Implementation Plan Customer Satisfaction Creates Retention Implementation Plan and Quality Performance Market and Promote QoS Services Many providers say they have a quality SIP / VOIP offering, PacketSmart gives me the ability to prove it day after day Phillip Moore, GM of Operations WorldxChange #BC14 BROADSOFT CONNECTIONS 2014 PAGE 18

19 Training Program SIP School Assessment program New SIP School Program SIP Trunk Assessment Test, Measurement and Reporting Class Delivers Detailed Process and Procedures on How To Successfully Assess Networks for SIP Trunks Provides Industry Certifications for AT&T, Verizon, CenturyLink, Comcast Business, BT etc. Web-Based Access for Easy Use The SIP School teaches students about the whole SIP ecosystem with an emphasis on getting it right first time. Delivers Clear Education to the Value of QoS in Your Networks If you ignore Quality of Service on the network it s not just Quality you lose, you may lose Service as well. Graham Francis, CEO Vocale Ltd (owner of The SIP School and WebRTC School) #BC14 BROADSOFT CONNECTIONS 2014 PAGE 19

20 Key Points to Take Away Delivering Dependable QoS for Better Bottom Line Have an implementation plan to support QoS on your network Assess your network to ensure QoS is configured correctly and also validate packet handling is prioritize on your real-time applications Build a service assurance program that defines how you manage the QoS services Implement 24x7x365 monitoring and alerting to measure QoS performance and create reports to deliver SLA performance on your service Change from a reactive mode of operations to a proactive approach to keep your customers Bottom line reduce support calls, customer churn, measureable performance standards for your services and reduce overall costs on QoS services GET IT RIGHT THE FIRST TIME #BC14 BROADSOFT CONNECTIONS 2014 PAGE 20

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