VoIP Service Providers Reap the Benefits of Remote SBC Management with EdgeView

Author: Rosa Lear, Director of Marketing at Edgewater

EWN_Logo_1SEP11With demand for innovative IP Communications solutions expanding, Service Providers today need new ways to improve quality at customer sites, streamline management issues and speed delivery of new services.   In this case study, we’ll look at how a large VoIP service provider can leverage SBCs in both their environment and at customer sites to provide a higher level of service – whether it is measured by quality or customer satisfaction metrics.

Providing High Quality VoIP Services

 Traditional phone systems aren’t nearly flexible enough or ready to support a modern, mobile workforce. As detailed by Enterprise Networking Planet, VoIP solutions have been labeled as the future of enterprise communications for a variety of reasons:

  • Cost savings
  • Rich media service
  • Phone portability
  • Service mobility
  • Integration and collaboration with other applications
  • No geographical boundary

But, VoIP communications still has its issues. Deploying voice communications over the Internet creates quality and security issues that didn’t exist with traditional systems. To overcome these issues, Service Providers worldwide have realized that session border controllers (SBCs) are necessary to the success of their VoIP implementations. For most, they have become part of their own reference architecture for the following applications:

  • Traffic management
  • Security and policy management
  • Troubleshooting
  • Guaranteed Quality of Service (QoS) for real-time services

While the majority of VoIP service providers use SBCs in their own environment, smart companies are also deploying SBCs on the enterprise side (eSBCs) to improve quality and visibility on the customer side as well. In fact, a recent Infonetics Research Report  showed that the market for eSBCs is predicted to grow from its $60 million mark in 2014 to $422 million by 2018.

The Management Challenge

With so many SBCs under management, Service Providers need a better management solution. Today, most organizations are being overrun by daily management tasks – in fact Forrester recently found that 70% of the average IT budget is consumed with maintaining and operating organizational equipment.

Rather than become overwhelmed by management issues, Service Providers are instead choosing to standardize on the EdgeView Virtual Appliance, a management solution that can seamlessly manage thousands of Edgewater SBCs deployed across both the service provider and customer environments. It offers key benefits including:

  • Remote Monitoring and Simplified Updates: Service Providers can remotely manage, update and backup their eSBCs across multiple domains in a single step. Because it captures SIP, RTP, DNS, DHCP and any traffic running through the EdgeMarc SBC devices, EdgeView lets Service Providers troubleshoot a wide range of customer issues quickly, easily and remotely. More importantly, Service Providers can set alarm thresholds to proactively monitor quality across all customer sites and preemptively correct issues before they impact users.
  • Plug & Dial for Streamlined Deployment: In this model, Service Providers ship an eSBC to the customer site which lets them complete new customer installs remotely. Customers only need to plug it in, enter phone numbers, pick passwords and set up their phones to quickly move to IP communications.   More importantly, Service Providers can now add more lines or deploy value added service in real-time as soon as a customer calls to request them.
  • Web services APIs: By simplifying integration issues, customers can quickly and easily deploy next-gen communications solutions – be the conferencing systems, rich communications solutions or innovative voice/video handsets.
  • Reporting: The Service Provider can track usage, quality and key call record details quickly and easily to further reduce administrative costs.

In the end, the EdgeView solution offers Service Providers a more flexible, efficient method for managing quality and security in the core and – more importantly – in their customer environments. By streamlining the administrative work associated with installation, billing, support and management tasks, Service Providers can reduce costs while becoming more responsive to evolving customer needs.

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