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01/06/12 Acme Packet | www.acmepacket.com 1
Unify Your Unified Communications
Acme Packet
Welcome
• Intros – Steve Geremia, Business Development Director
• Acme Packet Intro
– Dino Di Palma, Chief Operating Officer
• Evolving Enterprise Communications – Jim Donovan, VP Product Management
• Case Studies
– Daniel Ferguson, Sales Director
Acme Packet | www.acmepacket.com 2
Introduction to Acme Packet
Dino Di Palma, Chief Operating Officer
Who is Acme Packet?
Acme Packet | www.acmepacket.com 4
6 enterprise customers
Birth of The “SBC”
200+ SP customers
2002
2005 2000
2006 2008
2007
2010
2009
2012
2011
Acme Packet founded
700+ enterprise customers 48 of Fortune 100
Leading E-SBC for large enterprise Proven enterprise solutions
IPO NASDAQ: APKT
What Are We Hearing…
Acme Packet | www.acmepacket.com 5
Communications-rich applications
Enable BYOD IT budget and resources
Growing alignment gap
Cloud
Demands
…from enterprise customers?
Leverage ecosystem of technology partners, service providers, application developers and system integrators
Solutions for Critical Objectives
Acme Packet | www.acmepacket.com 6
IT budget and resources
Demands
Consolidate and evolve infrastructure Enable BYOD
Cloud
Deploy communications-rich applications
Deploy UC
Reduce multi-vendor complexity
Consolidate trunks
Jim Donovan Vice President, Product Management
Evolving Enterprise Communications
Acme Packet | www.acmepacket.com 7
Portfolio of Enterprise Solutions
Acme Packet | www.acmepacket.com 8
Session border controller Security & interoperability
Enterprise session manager Dial plan management,
routing and directory services integration
Application integration Apps & recording
Communications experience manager A centralized view
SIP trunking UC integration Lync Contact
center Video Hosted services Communication
consolidation
Roadmap
Acme Packet | www.acmepacket.com 9
Security Interoperability Reliability ROI
Contact center productivity
Customer experience
Interoperability Dial plans &
policies Management
1 Deploy SIP trunking 2 Reduce
multi-vendor complexity 3 Empower and
transform UC&C strategies
Trunksavings
Longdistancesavings
Total
SIP Economics are Compelling
Acme Packet | www.acmepacket.com 10
Service Provider Fees
$1M+ saved over 3 years
But There are Challenges…
Acme Packet | www.acmepacket.com 11
Security
Reliability
Interoperability
E-SBCs Enable Enterprise-grade IP Communications
Acme Packet | www.acmepacket.com 12
Reliability
Protects against threats
Ensures reliable network access and QoS
Security
Interoperability Resolves multi-vendor interoperability problems
Interoperability Challenges
Acme Packet | www.acmepacket.com 13
Interoperability Security Reliability
Headquarters
Regional office
Regional office
Regional office
Regional office
SIP trunk
PSTN
$1M+ in costs to achieve interoperability avoided
Interoperability Value Quantified
Acme Packet | www.acmepacket.com 14
H.323 / SIP interworking
Protocol fix-up
Transport protocol interworking
Transcoding
Encryption interworking
How SBCs Help Interoperability
Acme Packet | www.acmepacket.com 15
H.323 / SIP protocol interworking
Multi-vendor interoperability Protocol fix-up
E-SBCs protect existing real time IP communications infrastructure investments
Headquarters
Regional office
Regional office
Interoperability Security Reliability
PSTN
Security Challenges
Acme Packet | www.acmepacket.com 16
Reconnaissance scans
Interoperability Security Reliability
Headquarters
DoS / DDoS attacks Protocol fuzzing Slow-drip attacks
Security Challenges
Acme Packet | www.acmepacket.com 17
Interoperability Security Reliability
Headquarters PSTN
Security Value Quantified
Acme Packet | www.acmepacket.com 18
Dynamic admission control
Overload protection
Topology hiding
Protocol enforcement
Fraud detection
AVOID
1. $4M+ in lost revenue
2. Remediation costs ($128K per incident)
How SBCs Help Security
Acme Packet | www.acmepacket.com 19
Interoperability Security Reliability
Network demarcation
Topology hiding
Overload protection
Strict protocol enforcement
Policy enforcement
SBC Security Features
Acme Packet | www.acmepacket.com 20
Network demarcation
Interoperability Security Reliability
PSTN Headquarters
SBC Security Features
Acme Packet | www.acmepacket.com 21
PSTN Headquarters
Reconnaissance scans Network demarcation Topology hiding
Interoperability Security Reliability
SBC Security Features
Acme Packet | www.acmepacket.com 22
Network demarcation Interoperability Security Reliability
Headquarters PSTN
SBCs secure real-time communication networks
Network demarcation Topology hiding DoS/DDoS protection Strict protocol enforcement Policy enforcement
Regional office
Reliability Challenges
Acme Packet | www.acmepacket.com 23
Interoperability Security Reliability
PSTN Headquarters
Reliability Challenges
Acme Packet | www.acmepacket.com 24
Identifying problem location Managing quality problems Enforcing SLAs Protecting user experiences
Interoperability Security Reliability
$22K+ in costs of lost productivity from downtime avoided
Dynamic QoS-based routing
Stateful high availability
Least cost routing
Reliability Value Quantified
Acme Packet | www.acmepacket.com 25
How SBCs Help Reliability
Acme Packet | www.acmepacket.com 26
Interoperability Security Reliability
Network demarcation
CDR logs
QoS measurement
Dynamic QoS-based routing
Headquarters
SBC Reliability Features
Acme Packet | www.acmepacket.com 27
MOS score: 3.83 Jitter: 5ms Dropped packets: 0.1%
To: 222@headquarters From: [email protected]
CDR
Backup
Primary
Interoperability Security Reliability
Regional office
SBCs simplify real-time IP communications network support
Roadmap (Session Management)
Acme Packet | www.acmepacket.com 28
Security Interoperability Reliability ROI
Contact center productivity
Customer experience
Interoperability Dial plans &
policies Management
1 Deploy SIP trunking 2 Reduce
multi-vendor complexity 3 Empower and
transform UC&C strategies
Role of Enterprise Session Management
Acme Packet | www.acmepacket.com 29
Enterprise session director
Application session controller
Unify dial plans
Cure multi-vendor interoperability problems
Control costs
Optimize routing
Apply user policies
Accelerate troubleshooting
Ensure compliance
Dial Plan Management
Acme Packet | www.acmepacket.com 30
Location 2
Ext. 4334
Location 1
Ext. 1212
Centralize administration of distributed PBXs Simplify operations
Normalize addresses using E.164 Unlimited dial plan
scalability Protect legacy PBX
investments
Maintain familiar 4/5 digit dialing patterns Eliminate user re-training
4-digit dialing from location 1 to location 2
Calling party:1212 Called party: 9-4334
Ingress: Calling party: +1 617.555.1212 Called party: +1 212.222.4334
Egress: Calling party: 9-1212 Called party: 4334
Simplify n-squared topologies Reduce configuration errors
Active directory policy-based routing per user Accelerate moves/changes
Optimize network utilization Reduce costs
Implement tail-end hop-off Reduce toll charges
Simultaneous ring Enable user mobility
SIPREC interface Scalable, centralized recording
Control & Optimize Session Routing
Acme Packet | www.acmepacket.com 31
Centralized Routing
Voice mail
UC
Video conferencing
PSTN SIP trunk
Normalize Protocols
Acme Packet | www.acmepacket.com 32
Multi-vendor SIP interop Insulates network from
PBX & UC vendor changes Reduces operations cost
H.323/SIP interworking
Eliminate costly upgrades
Media anchoring
Fixes DTMF & other incompatibilities
PSTN SIP trunk
Acme Packet | www.acmepacket.com 33
Deliver consistent user connectivity
Optimize productivity
Smooth migration to Lync
Multi-vendor complexity
User migration
Inefficient routing
Management and troubleshooting S
essi
on
man
agem
ent
Opp
ortu
nit
y Microsoft Lync & Multi-Vendor UC Using Session Management
Session border
controller
Session layer
PSTN
SIP trunk
Session manager
Lync environment
Lync server
IP-PBX
Legacy UC
Roadmap (Application Integration)
Acme Packet | www.acmepacket.com 34
Security Interoperability Reliability ROI
Contact center productivity
Customer experience
Interoperability Dial plans &
policies Management
1 Deploy SIP trunking 2 Reduce
multi-vendor complexity 3 Empower and
transform UC&C strategies
Application Integration Challenges
Acme Packet | www.acmepacket.com 35
Arcane, inconsistent and proprietary legacy telephony vendor APIs
No trunk-side web service APIs
No support for WebRTC and WebRTC-like protocols
Disparate compliance capabilities
Web services APIs provide a central gateway for app integration
SIP gateway connects WebRTC and WebRTC-like applications
Simultaneous ring feature (Any Connect) complements Lync with user customizable routing (comparable to Google Voice)
Media server delivers music on hold
Web server hosts third party applications
App Integration for Lync & Other UC
Acme Packet | www.acmepacket.com 36
Lync server 2010
Session management and app. server
Web 2.0 business app
PSTN
1. Call set-up request received by Net-Net ESD
2. Net-Net ESD queries user preferences stored in active directory
3. Incoming session is forked to Lync client and IP phone Caller is prompted to wait, go directly to VM or reach an operator Called party is offered to connect to caller, defer call to VM or hang up
4. Once connected, called party can enter * and transfer to any other phone
“Any Connect” app for Enterprise UC
Acme Packet | www.acmepacket.com 37
SIP Trunk Network
IP phone Extension: 1212 +1.781.328.1212
Lync client +1.781.430.5555
Mobile phone +1 781.444.1111
Active directory
SIP trunk network
SIP invite 1 Query
2
3
3
Enterprise Service provider
4
IP-PBX
Integrate Communications and Applications
Acme Packet | www.acmepacket.com 38
Interact with customers in new ways
New levels of productivity
Pervasive communications via Web
Transform enterprise collaboration
Session border
controller
Session layer
Session manager
CRM integration
Mobility/BYOD
Mobile app integration
PSTN Contact center
Web 2.0 application platform
Trunk-side WebRTC gateway
Embedded web server
Advanced call control
WebRTC
App
lica
tion
in
tegr
atio
n O
ppor
tun
ity
SIP trunk
Recording & Analytics Solutions
Acme Packet | www.acmepacket.com 39
Infrastructure centralization and consolidation
Simplification
Choice and flexibility
Cost reduction
Session border
controller
Session layer
Session manager
CRM integration
Mobility/BYOD
Mobile app integration
Service provider Contact center
SIPREC open interface
100% or selective capture
High fidelity
Any session type
Web 2.0 API WebRTC
Session recorder
Analytics
Compliance
Rec
ordi
ng
Opp
ortu
nit
y
SIP trunk
SAP
Unparalleled expertise solving
real-time communications challenge in the
enterprise
Advanced SIP trunking
solutions
Vendor-neutral session
management solution
Only vendor with premise-to-cloud
UC support
Scalable solutions:
Pilot to large enterprise
Transforming Enterprise Communications with Acme Packet
Acme Packet | www.acmepacket.com 40
Daniel Ferguson Sales Director, SE Asia & Australia
Enterprise Case Studies
Acme Packet | www.acmepacket.com 41
National Bank
Acme Packet | www.acmepacket.com
Data centres
42
Applications Contact center migration to SIP Genesys Contact Centre Support for Cisco based agents
Benefits
Secure SIP trunking Interop with Cisco TDM & H.323
gateways Reduced CC costs
Key E-SBC functions
Carrier-Genesys integration Re-invite suppression Link encryption
IP-PBX
IPSEC
CC MS
Private network
Regional site
Regional site
HQ
Case Study
SIP Trunk Provider
Distributed Manufacturer
Acme Packet | www.acmepacket.com 43
Applications Consolidate distributed TDM
access network onto SIP trunks in central data center
Alcatel PBX Centralised fax server
Benefits Cost reduction Centralize and simplify
infrastructure
Key Acme Packet features High availability and stateful
failover Management of complex
routes Strong track record of
responsiveness
Regional offices Branch offices
Data centre
IP-PBX
IP/MPLS
Case Study
Energy Retailer
Acme Packet | www.acmepacket.com
PCI zone
44
Applications Centralised SIP trunking for
reduced cost Avaya Contact Centre Semafone for PCI Compliance
Benefits Reduced PCI compliance costs Improved redundancy Reduced complexity
Key features Centralised PCI compliance Telstra SIPConnect support UCID Generation
Regional site Regional site
SIP trunks
ACD IP-PBX
Compliance
Device
Private network
Case Study
Government Agency
Acme Packet | www.acmepacket.com 45
Applications Lync for enhanced employee
communication and collaboration
SIP trunking for reduced cost
Benefits Session management for
Lync/NEC/CUCM interoperability
Centralised trunking reduces service provider costs
Key features Integrated E-SBC and session
management capability MS Lync UCOIP qualified Regional site Regional site
Private network
UC IP-PBX
Case Study
46
Additional Resources
• Blog Post: Accelerating Lync Deployments with Session Border Controllers
• Blog Post: How to get the most form your Lync Deployment • White Paper: Microsoft Lync Transforms Business
Communications