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UCAAS MANAGEMENT PORTAL: BUILD OR BUY? 
Abdel Kander, CEO Kurmi SOftware 
© Copyright 2014 Kurmi Software S.A.S.
WARNING 
• You may be right in thinking that this is a rhetorical 
exercise coming from Kurmi Software since we make 
a living out of selling UCAAS Management Portals 
therefore we should be deemed ill-placed to make 
the case for the « Buy » option but we hope you’ll 
detect at least some traces of intellectual honesty!
THE PORTAL IS THE FACE OF UCAAS 
• Attraction 
• Retention 
• Upselling
“BUILD”, A TANGIBLE POSSIBILITY 
• The basics are available 
– Interfaces 
– Web frameworks 
– Developers 
• Only needs to look good to customers 
– “We’ll do the back office manually to start with” 
• You probably have the functional expertise 
– You know your stuff better than anyone else!
“BUILD”, THE ECONOMICS LOOK GOOD!? 
• Available R&D staff providers 
– Good mix of on/off-shore 
– Market is competitive enough to force bidding war 
• Or maybe internal developers 
– With 0 incremental cost 
– Plus you gotta keep the guys busy, right?! 
• Part of the project setup 
– Then no ongoing cost 
• Built to own specifications 
– No customization costs
ARE YOU SURE?!
« I DID SOMETHING FOR THE WORST POSSIBLE 
REASON -- JUST BECAUSE I COULD » 
Bill Clinton on the Monica Lewinski affair, 
June 20, 2004, CBS 60 Minutes
SOME FUNDAMENTAL FACTORS 
• UCAAS, unlike PAAS is a user-centric service 
– Not an ICT play 
– No matter how sophisticated is the Data Center, if the 
phones don’t ring it’s bad! 
• A good portal is the difference between making and 
loosing money 
– Delegation reduces costs and increases customer 
satisfaction and retention
SOME FUNDAMENTAL FACTORS 
• It’s a moving target… 
– Customer/user expectations evolve 
– New usage habits spawn new needs 
• On shifting grounds 
– Ecosystem vendors upgrade versions potentially triggering 
new unscheduled developments for you 
– Competitive landscape impose fast reaction 
– “Nice to have” features become “Must have”
WHAT MAKES A ROBUST ARCHITECTURE? 
• Four layers 
– Connectivity 
– Persistence 
– Business Logic 
– Rendering
ON CONNECTIVITY 
• Ability to interact with underlying systems 
– Query and modify every object and attribute 
– While maintaining a coherent state at all time 
– With roll-back capabilities 
– Manage concurrent data access 
– Throttling to avoid overload 
• Handle many systems 
– Different API technologies 
– With orchestration capabilities (order of execution, error 
handling…)
ON PERSISTENCE 
• You can’t do without it! 
– If you have more than one underlying system 
– Some tried and failed miserably! 
• Intelligent data model 
– To handle future evolutions 
– With a business rather than an technical representation 
– Enable own workflows 
• Suspend a user 
• Move users across systems 
• Avoid collisions with ecosystem 
– Manage multiple master data sources 
– Graciously manage data conflicts
ON BUSINESS LOGIC 
• Capture Marketing requirements 
– Service Packaging 
– Customer interaction 
• Translate functional scenarios into technical multi-step multi-system 
workflows 
– I.e. Downgrading from multi-line, premium device to a basic package: 
• Which line do you keep? 
• Should you bother changing the device?
ON RENDERING 
• Ergonomic design 
• Adaptive and customizable 
• Multi-language
OTHER IMPORTANT CONSIDERATIONS 
• Security 
– Continued compliance with industry standards 
– Network and database isolation 
• Robustness 
– Redundant platforms 
– No SPOF 
• Interaction with customer’s IS 
– Active Directories 
– Authentication systems 
• Interaction with provider’s IS 
– Ordering 
– Billing
Customers 
Administrators 
End-users 
Internet 
Load Balancer 
Apache Cluster 
Kurmi Cluster 
SP SSO 
DB Cluster 
SP Information 
System 
Unified Com. 
Platform For 
Company 1 
Unified Com. 
Platform For 
Company 2 
Unified Com. 
Platform For 
Company N 
ARCHITECTURE & IS INTEGRATION 
SP Administrators 
billing 
API
THE ECONOMICS OF « BUY » 
• Proven compatibility with UCAAS model 
– 2+ years of market experience 
– Tier 1 and Tier 2 providers 
– In many geographies 
– Pay as you grow 
• Many of our customers tried “Build” before 
– And If they paid us that money, I would be driving a Roll’s 
Royce!
Rennes 
Kurmi Software 
38 ter, rue de Rennes 
F- 35 510 Cesson-Sévigné 
Tel: + 33 2 99 32 02 84 
Paris 
Kurmi Software 
14, Boulevard des Frères Voisin 
F- 92 130 Issy-Les-Moulineaux 
Tel: + 33 1 58 88 30 72 
www.kurmi-software.com 
contact-us@kurmi-software.com 
Kurmi Software Professionals 
Minneapolis 
Kurmi Software 
4316 Blenheim Circle 
Minnetonka MN 55345 
Tel: +1 612 594 7174

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UCAAS portals make or buy

  • 1. UCAAS MANAGEMENT PORTAL: BUILD OR BUY? Abdel Kander, CEO Kurmi SOftware © Copyright 2014 Kurmi Software S.A.S.
  • 2. WARNING • You may be right in thinking that this is a rhetorical exercise coming from Kurmi Software since we make a living out of selling UCAAS Management Portals therefore we should be deemed ill-placed to make the case for the « Buy » option but we hope you’ll detect at least some traces of intellectual honesty!
  • 3. THE PORTAL IS THE FACE OF UCAAS • Attraction • Retention • Upselling
  • 4. “BUILD”, A TANGIBLE POSSIBILITY • The basics are available – Interfaces – Web frameworks – Developers • Only needs to look good to customers – “We’ll do the back office manually to start with” • You probably have the functional expertise – You know your stuff better than anyone else!
  • 5. “BUILD”, THE ECONOMICS LOOK GOOD!? • Available R&D staff providers – Good mix of on/off-shore – Market is competitive enough to force bidding war • Or maybe internal developers – With 0 incremental cost – Plus you gotta keep the guys busy, right?! • Part of the project setup – Then no ongoing cost • Built to own specifications – No customization costs
  • 7. « I DID SOMETHING FOR THE WORST POSSIBLE REASON -- JUST BECAUSE I COULD » Bill Clinton on the Monica Lewinski affair, June 20, 2004, CBS 60 Minutes
  • 8. SOME FUNDAMENTAL FACTORS • UCAAS, unlike PAAS is a user-centric service – Not an ICT play – No matter how sophisticated is the Data Center, if the phones don’t ring it’s bad! • A good portal is the difference between making and loosing money – Delegation reduces costs and increases customer satisfaction and retention
  • 9. SOME FUNDAMENTAL FACTORS • It’s a moving target… – Customer/user expectations evolve – New usage habits spawn new needs • On shifting grounds – Ecosystem vendors upgrade versions potentially triggering new unscheduled developments for you – Competitive landscape impose fast reaction – “Nice to have” features become “Must have”
  • 10. WHAT MAKES A ROBUST ARCHITECTURE? • Four layers – Connectivity – Persistence – Business Logic – Rendering
  • 11. ON CONNECTIVITY • Ability to interact with underlying systems – Query and modify every object and attribute – While maintaining a coherent state at all time – With roll-back capabilities – Manage concurrent data access – Throttling to avoid overload • Handle many systems – Different API technologies – With orchestration capabilities (order of execution, error handling…)
  • 12. ON PERSISTENCE • You can’t do without it! – If you have more than one underlying system – Some tried and failed miserably! • Intelligent data model – To handle future evolutions – With a business rather than an technical representation – Enable own workflows • Suspend a user • Move users across systems • Avoid collisions with ecosystem – Manage multiple master data sources – Graciously manage data conflicts
  • 13. ON BUSINESS LOGIC • Capture Marketing requirements – Service Packaging – Customer interaction • Translate functional scenarios into technical multi-step multi-system workflows – I.e. Downgrading from multi-line, premium device to a basic package: • Which line do you keep? • Should you bother changing the device?
  • 14. ON RENDERING • Ergonomic design • Adaptive and customizable • Multi-language
  • 15. OTHER IMPORTANT CONSIDERATIONS • Security – Continued compliance with industry standards – Network and database isolation • Robustness – Redundant platforms – No SPOF • Interaction with customer’s IS – Active Directories – Authentication systems • Interaction with provider’s IS – Ordering – Billing
  • 16. Customers Administrators End-users Internet Load Balancer Apache Cluster Kurmi Cluster SP SSO DB Cluster SP Information System Unified Com. Platform For Company 1 Unified Com. Platform For Company 2 Unified Com. Platform For Company N ARCHITECTURE & IS INTEGRATION SP Administrators billing API
  • 17. THE ECONOMICS OF « BUY » • Proven compatibility with UCAAS model – 2+ years of market experience – Tier 1 and Tier 2 providers – In many geographies – Pay as you grow • Many of our customers tried “Build” before – And If they paid us that money, I would be driving a Roll’s Royce!
  • 18. Rennes Kurmi Software 38 ter, rue de Rennes F- 35 510 Cesson-Sévigné Tel: + 33 2 99 32 02 84 Paris Kurmi Software 14, Boulevard des Frères Voisin F- 92 130 Issy-Les-Moulineaux Tel: + 33 1 58 88 30 72 www.kurmi-software.com contact-us@kurmi-software.com Kurmi Software Professionals Minneapolis Kurmi Software 4316 Blenheim Circle Minnetonka MN 55345 Tel: +1 612 594 7174