In the past, if an enterprise wanted a hosted voice-over-Internet-protocol (VoIP) PBX service, along with network security or managed e-mail services, it had to sign up with several vendors. Each service traditionally had a different vendor, infrastructure, support and service-level agreement. This could, however, create some confusion, as well as problems with interoperability.

Organizations can now choose next-generation hosted solutions, which are capable of providing one, a few or all outsourced services. Each application has its benefits, such as a reduction in the cost of software, servers, maintenance, upgrades and IT staff.

Any organization faced with managing multiple applications, technologies and service providers for its business technology communications can choose a solution with combined benefits. Today's managed service providers can combine services, including communication, connectivity, hardware, software, security and other mission-critical applications.

Telephony

Businesses turn to hosted VoIP PBX to reduce costs and to improve capabilities beyond what traditional telephone systems can provide. Some features are common across products, including hardware rental, auto attendant, online billing, mobility, call screening and local/long distance usage. Providers that include last-mile bandwidth often offer a higher quality service, because they control the network and can provide high-speed Internet access and disaster recovery options.

Options to consider often include unified messaging, which allows voice-mail messages to show up as e-mail attachments, and "click-to-dial," which allows users to dial out from a toolbar installed on an Internet browser. Conferencing features also allow users to set up audio, Web or videoconferencing without the need for additional hardware or software.

Integration with customer relationship management (CRM) systems allows users to place and receive calls from the desktop for increased productivity and added convenience. In addition, advanced 411 capabilities offer an internal and external directory.

Even though the phone system is managed off site, office administrators can still maintain full control over extensions, assignments, call routing and messages on hold. An enterprise-class system should provide in-depth security, including an integrated firewall, antivirus, antispyware, and threat detection and mitigation.

Hosted PBX services typically bundle hardware and software, service operation, maintenance and carrier services into a monthly fee per user, so the enterprise no longer needs to plan or budget for ongoing maintenance, on-site management, specialized knowledge of the system and IT support in-house.

Network services

LAN and WAN infrastructures should be fast, dependable, scalable and flexible to handle services such as voice and video. A next-generation managed service provider should guarantee quality by delivering an infrastructure designed for high availability and performance. The network, routers, switches, management, maintenance and monitoring should be forged into centrally managed, redundant platforms staffed by certified engineers.

Additionally, managed WAN or LAN services should include maintenance, management and troubleshooting of all hardware around the clock. The WAN should support multiprotocol label switching, Internet connectivity and VPN capability. LAN service should include on-site wiring, switching and network optimization.

Most important, the vendor should offer on-demand performance reporting and guarantee service levels with a service-level agreement that spells out, in detail, precisely how the managed network will perform against set goals.

Hosted applications

Many applications, particularly e-mail, are moving online. This software-as-a-service model eliminates the cost of buying, maintaining and upgrading hardware or servers. It also makes businesses more agile, because employees can access their applications and data anywhere through a Web browser.

Hosted e-mail service, for example, should deliver all the richness of Microsoft Exchange, without the complexity. Employees should get full access to their messages, contacts, calendars, tasks, journal and attachments, using the standard Outlook client or hand-held device. Browser-based remote access should also be supported.

All data is stored on secure, disaster-proof central servers, accessible from any PC or device that supports Exchange. The managed service provider provides automatic system updates, spam filters and virus scans, without requiring intervention by end-users or IT staff. Administrators and IT teams can maintain complete control via a secure Web portal.

These requirements apply to other hosted applications, as well, including remote data backup and recovery, storage, and collaboration and project management tools.

Security and compliance

Legislation and regulations such as HIPAA, the Sarbanes-Oxley Act, PCI and the Gramm-Leach-Bliley Act require strict safeguarding of client information and records, network and information security, and compliance. Breakdowns in the system can lead to penalties, audits and, worst of all, potential exposure of business data.

A managed security services provider should offer end-to-end protection from threats, both internal and external, as well as 24/7 security event monitoring, rapid response to system breaches and detailed documentation to show compliance and network and event performance.

As part of a rollout, the network security services provider should probe for, identify and close any weaknesses in the businesses policy or infrastructure. Even when a company's internal network comes up clean, the managed services provider should have a policy to test the network repeatedly, finding and locking unsecured areas where malware could enter.

Automated, continuous data backup and recovery should be included, as well. Look for a provider that streams backups to remote hard disks, which are more reliable than tape and facilitate faster recovery.

Guy Fardone is chief operating officer and general manager of Evolve IP, Philadelphia, Pa.

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