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AT YOUR SERVICE: XaaS UCaaS or CCaaS services, as well as simplify IT operations by providing a unified portal for all monitoring, report- ing and management functionality, and a single technical support apparatus,” said Nemertes. Business operations also can be simplified by reducing the number of vendors, contracts and bills managed, while providers can better ensure se- curity by monitoring both communica- tions and contact center applications as well as the underlying network. Common layered services in an integrated approach include security functions such as firewall as a service, DDoS protection, DLP as a service, secure web gateway services, cloud exchange integration and SIP trunking. “When the UCaaS/CCaaS provider also offers SD-WAN, they will want to build on their own network services, which they will be confident can meet SLAs,” said Nemertes. Illustrating the power of an offer that bundles UCaaS/CCaaS with SD- WAN, the vast majority of respondents to a IDG survey (93 percent) find it “highly important that” their UCaaS/ CCaaS solutions come bundled with network services in a single, seamless approach. When considering network service to support UCaaS/CCaaS, 90 percent of the respondents rated a fully managed service with 24/7 monitoring as a highly important criterion. o SMB Security Vendor Complexity Source: Cisco, 2020 Service Resilience Improvements in SD-WAN (in hours) Source: Nemertes Number f security vendors us d within security e vironme t systems downtim due to th most sev re security breach manag d in the past year Average outage length Annual downtime Number of security vendors Downtime in hours MSP Reported Service Offerings Helpdesk/IT support Network Cybersecurity Business (compliance, analytics) Application/software 90%+ In-Net 90%+ DIY ALL 0.71 6.75 4 22.4 0 10 20 30 40 50 60 70 80 90 13 84.4 > 50 21-50 11-20 6-10 2-5 <1 1-4 5-8 9-16 17-24 > 24 1 63% 59% 55% 55% 54% 38 CHANNEL VISION | July - August, 2020

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