Ensuring adequate network security, enhancing remote network support and implementing technologies such as cloud computing and concepts such as bring-your-own-device (BYOD) were the top priorities for enterprises in 2013. However, they faced issues related to service quality and regulatory uncertainty. tele.net spoke to various enterprise customers about their communications infrastructure and the technology road map for 2014…

What major initiatives did your company take in 2013 with respect to its communications infrastructure?

Sandeep Ahlawat

The Government of NCT of Delhi is focused on implementing e-governance in Delhi. It notified the Electronic Delivery of Services Rules, as per which citizen services will be delivered electronically. To facilitate this, the Delhi state wide area network was expanded to include more leased circuits and MPLS connections.

Subramanya C.

HGS took several initiatives over the last year. These including the following:

•Initiated a project in 2013 to migrate some of its telephony systems from legacy time division multiplexing (TDM) to a VoIP-based platform

•Implemented Cisco’s unified contact centre enterprise-based solution, hosted on a private cloud for its UK operations

•Deployed NICE Systems’ call recording solution for some of its existing voice-based businesses

•Took the first step towards deploying a cloud-based solution for one of its key customers

•Built telecom infrastructure and deployed OC3 bandwidth from multiple vendors in order to improve service delivery to customers

•Implemented Avaya’s VoIP solution, which was extended to the company’s international businesses

•Invested in creating a remote agent set-up on its IP network

•Evaluated some of the newer open source technologies offering an outbound dialler facility and after a few proof-of-concept trials, implemented open source-based outbound diallers for some of its domestic operations

•Set up an additional data centre in the US for diversity and redundancy

•Established Metro Ethernet connectivity between the company’s delivery centres in the Philippines.

R.S. Kandari

We strengthened our existing internet connectivity to enable faster internal and external communication.

Ankur Lal

We have changed our basic telecom service provider. We have adopted and enabled various value-added services such as conference calling. We have also changed our firewall for enhanced monitoring and control of internet use.

Sankar Narayanan

In 2013, we reviewed the company’s overall network architecture to ensure that we have the required redundancy.

Arun Varma

We did not take any major initiatives in the past year as our last network upgrade in 2012 is expected to address our requirements for another few years. Nonetheless, we upgraded the bandwidth of our internet leased line set-up. We also enhanced our PBX system and deployed a unified communications module across the company, which ensures connectivity among all our offices. Further, our primary rate interface lines and the VoIP network have been integrated, which enables our sales and operational executives to be proactive and cater to our existing and potential clients.

Mohammad Wasim

A major initiative with regard to our communications set-up was implementing Reliance Communications’ virtual private network (VPN), which connects all our branch offices through a dedicated IP address. We opted for this medium as it provides adequate support for our overall data communications and ensures redundancy in case our primary lines fail.

What key technology trends have been witnessed in the enterprise segment over the past year?

Sandeep Ahlawat

To ensure best value for money, replicability and reusability are a prime concern. Better access and increased mobility are the need of the hour. In order to support this, robust security will be required. So, the security technology market may witness an upward trend along with mobile and wireless communication. This infrastructure is typically deployed over cable infrastructure.

Subramanya C.

The key technology trends are as follows:

•Emergence of cloud-based solutions

•Opex-based service delivery from most original equipment manufacturing partners operating in the sector

•Increasing importance of information security with the emergence of cloud-based solutions

•Rapid expansion of social networking and its bearing on IT-enabled services

•Increased uptake of big data and analytics

•Focus on data warehousing and visualisation solutions

•MPLS implementation and migration from legacy TDM to IP-based networks

•A VPN-based solution on the existing MPLS network

•Emergence of open source technologies as a viable alternative for small and medium enterprises

•Virtualisation at both the server and end-point ecosystems

•Evolution of secure and reliable home agent solutions.

R.S. Kandari

Two key technology trends witnessed over the past year were the increased uptake of cloud computing for data storage and sharing, and supporting applications.

Ankur Lal

The enterprise segment witnessed the adoption of new technologies enabling a company’s administration and IT departments to offer enhanced services while ensuring increased control and monitoring. The higher uptake of cloud computing for delivering services was another notable trend. In fact, we moved some of our infrastructure to the cloud for internal use as well.

Sankar Narayanan

The following trends were witnessed:

•Increased adoption of cloud-based solutions and models

•An increased number of business applications being made available on the internet and  mobile platforms

•Evolution of the BYOD concept

•Use of analytics to understand customer behaviour and positioning the services and products accordingly

•Graphical/Interactive reporting for better user experience.

Arun Varma

The travel and hospitality segment witnessed increased uptake of several new mobile-based technologies.

Mohammad Wasim

Enterprise mobility has grown exponentially, primarily driven by the trends witnessed in the IT space last year. Moreover, several predictions have been made for enterprise mobility and its role in network operations and employee behaviour. The BYOD model and IT strategies have also become key focus areas for a chief information officer in an enterprise.

What roles will technologies such as cloud computing and enterprise mobility and concepts such as BYOD and data centres play over the next few years?

Sandeep Ahlawat

The Indian government is planning to implement a cloud computing system called Meghraj. All technology-related issues like feasibility, usage and security have been resolved and we are currently in the process of resolving policy issues like licensing of system software.

Subramanya C.

An increasing number of companies will switch to cloud-based solutions for their business needs. These solutions offer the flexibility for rapid expansion and growth with lower costs. Also, enterprise mobility and data centres have been key areas for any business and will continue to remain in focus with newer solutions that can bring down the total cost of ownership. The BYOD model is still at the early stages of adoption and will gain momentum in the next few years. We will see more solutions in the market to deploy BYOD seamlessly. Further, there will be an increased availability of solutions with variable pricing and opex-based models as business owners seek to ensure low risks on their capex.

R.S. Kandari

Although cloud computing will be quite expensive, data centres will become an emerging trend and play a key role in mitigating security risks.

Ankur Lal

Cloud computing and enterprise mobility are going to play an important role in the coming years. They will provide access to very large infrastructure requirements for short periods as well as enable smaller companies to focus on their core business without having to manage the back-end IT infrastructure.

Sankar Narayanan

Cloud computing, mobility and BYOD are no longer the buzzwords. In fact, they are already being implemented in many enterprises. The main advantage is that these mediums offer advanced features at an economical price. However, there are several challenges with regard to the implementation of these mediums. For example, while deploying cloud, a key question facing an enterprise would be the legal hurdles involved in migrating from the cloud back to an in-house infrastructure.

At Aegon Religare, we have already implemented a few applications on the public cloud platform. Further, the company has hybrid cloud infrastructure.

We have also implemented mobile and hybrid cloud-based solutions. However, the company is yet to adopt the BYOD model.

Arun Varma

Cloud computing should pick up in the coming years. However, cloud computing and enterprise mobility are still priced higher for the small and medium enterprise segment, which needs to be addressed.

Mohammad Wasim

We strive to keep ourselves well updated with in-demand technology and services. Some upcoming trends are:

•Cloud computing: In the era of smarter computing, cloud computing has gained importance as it offers revolutionary propositions for businesses. It is the delivery of computing as a service rather than a product, where resources, software and information are shared with computers and other devices through a global network. The computing systems or virtual resources are commonly situated. Thus, a cloud could reside in-premises or off-premises at a service provider’s location and be accessed via the intranet or the internet. Cloud computing is named so because the data and applications exist on a “cloud” of web servers.

It has reinvented the way business is done, besides allowing applications to be used without installation. Cloud-based services also provide access to personal files in any computer connected to the internet. This results in efficient computing by centralising storage, memory, processing and bandwidth.

•Enterprise mobility: Enterprise mobility provides services that enable organisations to successfully address the growing presence of multiple media platforms in the market.

What are the unresolved issues and concerns with regard to the company’s existing telecom and IT infrastructure?

Sandeep Ahlawat

We are planning to unify and integrate the company’s existing communications infrastructure to ensure better usage and network optimisation.

Subramanya C.

•Support for Nortel products is inadequate and the road map for legacy Nortel-based solutions is unclear. Therefore, HGS is building its mitigation strategy to terminate the use of multiplexer-based communications solutions.

The huge costs incurred for establishing telecom infrastructure and connectivity in the Middle East and Africa region are a concern.

•Outsourcing is also an issue in the Middle East.

R.S. Kandari

Despite rapid innovations in technology, regulatory challenges remain an unresolved issue.

Ankur Lal

Effective data and information security is an area that requires continuous attention.

Sankar Narayanan

On-demand provisioning by users of MPLS bandwidth across various categories is a concern.

Arun Varma

The company has not faced such issues.

Mohammad Wasim

The company intends to chalk out new corporate plans and implement cost-effective solutions in its telecom network. With regard to our IT infrastructure, we need to implement changes pertaining to our servers, workstations and network equipment. The existing servers do not offer adequate storage capacity.

Are service providers in India adequately addressing the requirements of enterprise customers?

Sandeep Ahlawat

Yes, service providers in India have been able to fulfil the requirements of enterprise customers.

Subramanya C.

Yes. However, many service providers are lagging behind in terms of agility and responsiveness with regard to changing customer requirements. They take a long time for providing solutions, which often results in a delayed response to our enterprise customers.

Services providers in India are catering to the needs of the market but still the cost of technology is higher than the cost of labour. Further, security measures for a few products are inadequate.

R.S. Kandari

The service levels of operators are quite unsatisfactory. They take several days to respond to any query as they are more focused on enhancing their customer base than on customer retention.

Ankur Lal

Service providers are focusing on addressing the needs of enterprise customers to a certain extent. However, the advanced services utilised by large enterprises are not easily available to the small and medium business segment. In order to address this issue, awareness building programmes are required.

Sankar Narayanan

Service providers in the country are able to adequately address the needs of enterprise customers.

Arun Varma

The concept of servicing a client does not exist in most customer-oriented businesses. The issues related to meeting deadlines, affordable pricing, and after-sales support are yet to be addressed.

Mohammad Wasim

Almost all service providers in India have achieved better communication throughput. Nevertheless, some companies still need to improve the amount of output offered by their networks. Other than this I am satisfied with the level of services.

What are your company’s plans with regard to its communications infrastructure in the next two years?

Sandeep Ahlawat

Greater connectivity will be required to support applications such as videoconferencing and telepresence.

Subramanya C.

•Complete migration of the company’s telecom set-up from TDM to VoIP and moving towards SIP-based solutions depending on customers’ maturity cycle

•Migration of international connectivity to MPLS-based cloud solutions

•Adopt server virtualisation and hybrid IT and cloud computing

•Expand the service portfolio for stakeholders on a pay-as-you grow model

•Enhance the deployment of analytics-based solutions; and business intelligence tools for enterprises, thereby increasing IT automation

•Upgrading certain critical IT infrastructure, which is ongoing

•Maximise the development of SharePoint and MS Lync for enterprises.

R.S. Kandari

We intend to increase our internet bandwidth, which is expected to help us improve  communications, and the performance of the company’s cloud computing and cloud storage systems.

Ankur Lal

We will implement the concept of mobile office, and ensure data and information security in order to provide quick and easy access to information.

Sankar Narayanan

Implementing more flexible infrastructure that supports digital and physical expansion at an economical price and adheres to appropriate performance criteria is at the top of our agenda.

Arun Varma

We have not chalked out a technology road map for this year and are not looking to deploy any new technology for our communication requirements. However, we may look at upgrading the existing set-up used for our daily operations.

Mohammad Wasim

The company aims to implement Cisco Nexus switches and Cisco Layer 3 switches in all our branch offices while ensuring remote network support. We will also increase the bandwidth of our existing internet service provider lines for better data communication.