SD-WAN is controlled by a centralized software structure, i.e., when there is automation of data link redundancy control. Among the improvements made available by the network, high performance and attractive cost stand out, knowing that the broadband capacity is better and more flexible when using the internet. It therefore becomes the best option for organizations that generate large volumes of confidential data.
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About the research, according to the website tiinside:
A study conducted with 10 companies, including Pinpoint customers and non-customers, involving various business verticals and regions of Brazil, analyzed the performance of 400 MPLS links and 700 IP/Internet links over a six-month period. The objective was to understand the impact and advantages of migrating network technologies.
Pinpoint compared a structure with one MPLS link against one with two IP links, running on an SD-WAN structure (industry standard manufacturers).
The result shows that availability was similar, but the dedication of the Network Operations Center (NOC) is an important point to be considere in some cases. This shows that it is not always worth closing standard packages with operators, for example, without sizing the team and considering outsourcing as an option that is often more advantageous.
The most relevant points of the study:
The availability between the two models (1 MPLS versus 2 redundant IP/Internet links) was greater than 99.5%, varying month to month, statistically, the best performance.
There was a considerable deviation in the number of outage events per link, almost three times the indicator for MPLS links.
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This difference in the number of events occurs because, in the case of the IP network, more than one redundant link is use. Whereas, in the case of MPLS, a dedicate link is use. In any case, this did not significantly impact the availability of the sites because of the redundancy system/protocol present in the SD-WAN equipment.
The MTTR, the average time of each pakistan phone checklist list link unavailability, showe a large difference between IP and MPLS links. In the MPLS network, it was 173 minutes, while in IP/Internet links it was 341 minutes, that is, practically double.
This difference in the number of events and MTTR had a direct impact on the operations and support teams for the environments. Therefore, there was a greater effort from NOC analysts. Again, this was due to the fact that the SD-WAN network works with more than one redundant link.
Criteria:
Two main criteria were define to delimit the study:
Only environments in which the management of SD-WAN equipment has not been outsource to the same Telecom operator providing the links.
Regarding availability and impact on operations, we do not consider events lasting less than 5 minutes (considere here as “flaps”). These “flap” cases, together with performance analyses (response time and jitter) will be considered in a future case study.
The findings show that SD-WAN, when agent email list implemente and manage by specialize professionals, is cost-effective and allows much more than the apparently resolute high availability, but a more balance operation prepare for the challenges of everyday life”, concludes Araújo.
In addition to the increase in difficult calls and call volume, employees have also been challenged by remote and hybrid working arrangements. Will these challenges continue?
First challenge:
Reduce wait times: Many companies have adopt callbacks as a way to mitigate wait times. According to customer service expert Shep Hyken, 63% of consumers prefer callbacks to waiting on hold.
Second challenge:
Maintaining remote operations: With the pandemic still unpredictable and increasingly emerging threats to global stability, such as climate change, political instability and economic disparity, remote work is seen by some as a good way to deal with instability and unpredictability, allowing for flexibility.
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Third challenge:
Recruitment and Retention of Agents: Glassdoor estimates that it costs $4,000 to hire a new employee. Hireology reports that once someone is hire, it can take up to eight months for them to become fully productive. The adoption of chatbots, training, and increase recognition and rewards may be some of the possibilities to try to address this problem.
Fourth challenge:
Low customer satisfaction: 30% of contact center call volume is about previous, unresolve issues. Customers prefer a self-service solution on the internet rather than calling a company, being put on hold, potentially repeating their story, and more.
To meet a more aggressive SLA in SD-WAN
Thus, it is possible to verify that the availability between the two models is comparable. Networks, such as that achieve with two redundant MPLS links, the recommendation is to search for operators that deliver a better quality link in each location (which needs to be analyze site by site and a continuous quality analysis process performe), or even work with three independent IP/Internet links.
On the other hand, the workload of the NOC team has so far proven to be an important point to be considere in the network’s ROI (return on investment) and OPEX (operational cost) plans. If not clearly taken into account within the budget, it can generate overload in the NOC’s activities. With the shortage of IT analysts and inflate salaries, this appears to be a critical point in the analysis of choosing the operator and network operation model.
