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Best of Breed / Best of Suite
Jonathan BartholomewPrincipal Consultant, Converged Communications
Dimension Data Americaswww.dimensiondata.com
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Dimension Data
• IT Services and Solutions Provider that helps clients plan, build, support and manage their IT infrastructures
• Global organization• Lines of Business
– Converged Communications – Network Infrastructure & Wireless– Advanced Security– Data Center & Storage Solutions– Microsoft Solutions– Customer Interactive Solutions
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Current UC Trends
• The economic climate has catapulted Unified Communications technology and services as a means of cost savings:Examples:– Cost Reduction: SIP trunking and consolidation,
Telecom Expense Management (TEM)– Cost Avoidance: Centralization of core components,
integration of communications media types (IM, email, voice, messaging, video)
– Cost Control: Support Team Consolidation, SoP’s
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Current UC Trends cont’d
• Centralization of communications technology– Provide services from central core components with
survivability at the edge– Centralize support model and staff
• Higher demand for business socialization using commercialized systems/endpoints– Facebook, Twitter, MySpace– PDA’s, Smartphones, iPhones– Visual Communications – Multi-channel Contact Center
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Arguments for Best of Suite• BoB typically excel in one or few areas of
communications – Integrations between or among vendor systems may produce
implementation issues – even with standard interfaces– Suite systems typically follow a similar development and
release path making upgrades more cohesive• Capital investment is typically lower than BoB• Single “throat to choke”• Similar hardware, OS, databases, interfaces*• May be stronger fit for enterprise or global organizations
with modest feature/service needs
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Arguments for Best of Breed• Typically excel in one or few areas of communications
– May provide advanced functionality over suite-based systems
– Many standard interfaces will allow for cross-vendor leverage
• Competitive landscape offers power in vendor relationships
• Industry specific applications and services typically fall within BoB (healthcare, financial, etc.)
• Vendor R&D spend is more focused
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BoB/BoS Business Considerations• Business Requirements Met?• User Adoption Success Rate
– Single vs. multiple end user interface types– Training sustainability for multiple vendor systems– End user functionality requirements vs. actual
• Scalability and Upgradeability– Will upgrades to one system or application require upgrades to
integrated systems/applications?• Operational Support Model – how will the solution be
managed?– Staffing requirements (skill sets, resource location)– Standardized procedures
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BoB/BoS Technical Considerations• Technical Requirements Met (platform/network security,
redundancy/uptime, performance)• Management Interfaces (Support Processes)• Service Availability
– For BoB, are the integrations/interfaces between systems test/market-proven and stable?
• Scalability and Upgradeability• Operational Support Model – how will the solution be
managed?– Similar versus disparate databases, operating systems, interfaces,
terminology– Availability of single management interface
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BoB/BoS Financial Considerations• Capital Spend Planned versus Actual
– Integrations between or among vendor systems may produce implementation issues – even with “standard interfaces”
• Negotiating Capabilities Compromised?– A Best of Suite approach usually requires lower investment at
time of purchase, however may diffuse ability to gain preferential pricing, services, or support as competition soon becomes a forklift away
• Operational Budgets– Will multiple tools be required to interface to multiple systems?– Will additional staff resources be required to support multiple
systems (?
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BoB vs. BoS• Who do you put your money on?
Functionality Desired
Operational Support
Total Cost of Ownership (TCO)
Application Interfaces
End User Experience & Training
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BoB/BoS Recommendation• Define Requirements– Business– Technical– Financial
• Score Best of Suite against requirements– Does each BoS product, service or application meet the
requirements?– Is a BoB product, service or application needed to meet the
requirements?• Start with Best of Suite, Best of Breed only if
functionality dictates
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Thank You