The Advantages of Managed Messaging
In fact, although integrated messaging has yet to be fully realized, businesses are already feeling the financial pinch of supporting in-house messaging systems. Creative Networks Inc. (CNI), a leading IT consultancy firm, estimates that the cost of in-house hardware, software and technical administration for a typical messaging system exceeds $650 per employee per year. Despite this hefty investment, many organizations still have to deal with significant downtime, constrained capacity and rapidly outdated technology.
Outsourcing messaging systems, until very recently, wasn’t an option. IT managers were reluctant to hand over a communications tool so critical to the functioning of the company.
Opening the Store: Managed Messaging
Fortunately, a new breed of companies—Messaging Service Providers — have been developing solutions that make outsourced messaging systems a viable option. MSPs utilize Internet standards such as SMTP, POP and Internet Messaging Access Protocol (IMAP), which allow users to gain access to their messages via a third-party provider’s server-side technology. MSPs have also started designing and building technology that can exceed the functionality of in-house systems at much lower costs due to the economies-of-scale these specialists can realize. MSPs’ technology consists of centralized data centers that employ mirrored servers, routers and ultra-fast connections to Internet backbone providers in order to process, transmit and store messages for subscribing customers.
In 1996, Colorado-based USA.NET created the first Webmail service and in 1997, the company introduced the first managed messaging service for businesses. Thus, managed messaging was born. The term managed messaging refers to outsourced or hosted email and delegated administration backed by Service Level Agreements (SLAs). SLAs usually address such factors as response time to a service call, escalation procedures, guaranteed delivery times, privacy, storage, backup and recovery.
Although still in its infancy, the managed messaging market is already growing fast. The Gartner Group projects that the percentage of mid-sized businesses that will outsource their email will grow to 65 percent in 2001 (Figure 2), and the percentage of large businesses that will outsource at least some of their email will grow from 10 percent in 1998 to 25 percent in 2000.
Here’s a look at some of the compelling advantages of managed messaging that are leading more and more companies to entrust their messaging systems to third-party specialists.
Advantages of Managed Messaging
Reduced Total Cost of Ownership and Operations When companies purchase their messaging services from third parties, they don’t have to make capital investments in hardware, software and operational support. CNI estimates that the average cost per user per year in a managed messaging arrangement is $36, compared to about $650 per user with an in-house messaging system.
Improved Reliability, Availability and Scalability Outsourcing messaging functions doesn’t have to mean compromising performance. Centralized messaging technology can employ failover mirrors for total service redundancy; load-balancing, network peering and redundant network interconnections to ensure high service availability; and a larger scale of operations to accommodate growing message volume and user bases.
Access to Latest Technology Customers don’t have to worry about being outpaced by technology — MSPs take on the burdens of hardware and software upgrades, installation, testing, debugging, retesting and rolling out new services and features.
Expert Support Managed messaging means that centralized support staff are available seven days a week, 24 hours per day to monitor, manage and troubleshoot messaging services.
Enhanced Security To ensure that sensitive company communications stay out of unwanted hands, MSPs can provide Secure-Socket Layer (SSL) connections, certificate-based encryption and intrusion detection software.
Universal Accessibility The beauty of Web-based managed messaging is that employees in far-flung offices, on-the-road or at home can access their email from standard Web browsers or from any standards-based email client using POP or IMAP protocols. There’s no need to worry about distributing proprietary software or integrating disparate systems.
Delegated Administration and Provisioning Handing over responsibility for your company’s messaging system doesn’t necessarily mean handing over the keys. Some MSPs, like USA.NET, offer customers the ability to create, modify or remove mailboxes in real-time, leaving end users with control over vital directory and other administrative functions.
Address Vertical Market Needs Managed messaging can deliver additional benefits aligned to the unique needs of a variety of organizations. Small companies can get access to big-company technology and administrative support, while enhancing their company’s image via branded email addresses. Medium- and large-sized companies can save money, reduce overhead, integrate disparate communications systems and connect multiple company branches. Web portals can use managed messaging to improve the “stickiness” of their site —how often and how long visitors stay at the site — by offering Webmail to their own customers. And telecommunications carriers can drive bandwidth by increasing the volume of messages across their networks.
With these kinds of benefits, the case for managed messaging is strong, but making sure you receive all these benefits is a matter of finding the right Messaging Service Provider