In today’s rapidly changing and resource constrained world, aligning your IT Infrastructure with the goals of the business while driving value is challenging. Join this special case study presentation to learn how Contact Solutions has leveraged Equinix’s global platform of secure, highly-connected, carrier-neutral data centers to boost application performance, address compliance requirements, enhance IT and business flexibility, and lower costs.

1. Optimizing User-Experience
With Carrier-Neutral Colocation
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.
1

2. Our Presenters
Chris Sussman; Vice President of Operations, Contact Solutions
Chris Sussman is Contact Solutions’ Vice President of Operations. In this role, Mr. Sussman is responsible for all
operational and administrative aspects of the company’s technological infrastructure, application support and
professional services functions.
Chris was hired as Contact Solutions’ first permanent employee in 2003 to build the Engineering & Operations
department from the ground up. With more than 20 years experience in the information management and
telecommunications industries, Chris has a superior track record delivering large scale, mission critical projects on
time, under budget, and achieving the bottom line. He has managed operations and technology organizations for
industry leaders British Aerospace, BAE Systems, iBasis, as well as several start-up companies. Chris is a member of
the Washington Network Group (WNG) and participates in the NVTC.
Lou Najdzin, Vertical Development Director, Global Enterprise
Lou Najdzin is an IT Services industry veteran with a broad industry background that ranges from leading hosting and
network lines of business to business development in specific vertical markets such as finance. He is currently
responsible for driving the growth of the Enterprise and Systems Integrators market at Equinix.
Prior to joining Equinix, Lou was a Business Development Executive in Hewlett-Packard’s Enterprise Services
Business Unit focused on Outsourcing opportunities within the Capital Markets industry. Before joining HP, he led
Product Management, Product Marketing, Business Solutions and Offer Development at Savvis for both the Network
and Hosting lines of business. As a Senior Consultant at Telwares, Inc., he managed a team responsible for
negotiating client vendor contracts for IT Services. He has also held various positions at both AT&T and Lucent in
Professional Services, Product Management, International Operations, Offer Development, and Finance. Lou holds a
Bachelors of Arts in Economics from Rutgers University and an MBA in Finance from Seton Hall University.
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.
2

3. About Equinix
• The widest network-neutral footprint
– 95+ data centers
– 31 strategic global markets
• The strongest financial metrics in our industry*
– $1.895 billion in annualized revenues
– $4.4+ billion investment in capacity 2007-2012
– NASDAQ-100 member (added December 24, 2012)
• The most dynamic ecosystem in the industry
– 4,000+ global customers
– 100,000+ customer to customer connections
*As announced on Q4 2012 results call, and as filed on Form 8K, on February 13, 2013. Excludes the impact from the sale of 16 IBX data centers to 365 Main as announced on 9/4/12.
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.
3

4. The World’s Most Connected Sites
Platform Equinix:
• 5 continents
• 950+ Networks
• Over 90% of all Internet
traffic passes through
Equinix data centers
• <10ms latency to 90%
of the population of NA,
Western Europe, Top
Markets in AP, and
Brazil
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.
4

5. Equinix Marketplace
Diverse and interconnected customer base
Did you know
Equinix is home to:
Cloud Computing
Financial Services
• 9 of the top 10 content
distribution networks
• 450+ cloud & SaaS
providers
Networks
• 600+ IT service providers
• 800+ financial firms
• 5 of the top 5 web
properties (Comscore)
Content &
Digital Media
Enterprises
• 4 of the 5 smartphone
platforms
5
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.

6. CIOs Must Focus on Their End-User’s Experience
Poor application performance impacts your employees, customers, and partners
•
Headquarters Experience
–
•
Still positive end-user experience, but certain applications
may be impacted
Remote Office or Mobile Experience
–
•
or
Branch Office Experience
–
•
Users located in close proximity to where applications are
hosted experience good application performance
Negative end-user experience because of distance from
application delivery
Kill-Me-Now Experience
–
Users find it very difficult to do their jobs
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.
6

7. The Data, Networks and Applications (DNA) of Flexible IT
Data
Management
Platform Equinix as the home
and foundation for all missioncritical data infrastructure
Network
Optimization
Application
Performance
Platform Equinix for optimized
networks and services connectivity
for performance, security, and cost
Platform Equinix as the home and
foundation for high-performance
applications, Cloud enablement, and
high QoE service delivery
The Flexible IT
Experience
Platform Equinix as the
foundation for flexible, highperformance, secure, and
cost efficient IT solutions
spanning Data, Networks,
and Applications. This is the
DNA of Platform Equinix.
Flexible IT
7
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.

8. Data: One of Your Most Important Assets
DATA
• Enterprise data / storage needs are growing
– Structured and unstructured data
– Data created from within the enterprise as well as from outside the firm
• Enterprise data / storage needs are “spiky”
– Large development projects drive demand for temporary storage
– M&A creates strain on steady state on premise storage infrastructure
• Big Data storage / analytics require large scale infrastructure
“speeds and feeds”
– Big Data platforms and analytic engines are increasingly being offered from the
cloud where they can meet performance, bandwidth and latency requirements
• The new Enterprise security “perimeter” is data
– In transit and at rest
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.
8

9. Enterprise Networks Are Changing
NETWORKS
At the “Epicenter of Connectivity”
The result
Old Way: Carrier is Center of the Network
•
Enterprise
Data Center
Carrier
POP
Internet
Carrier
POP
Improved
performance, lower
costs, and access to
choice of hundreds
of network services
providers
•
Cloud and IT Service
providers also
available via direct
connection
Branch Office
New Way: Customer is the Center of the Network
Enterprise WAN extended
into Platform Equinix
High Speed Connectivity
Enterprise
Data Center
Branch Office
Equinix IBX
Data Center
Internet
Optional
Equinix IBX
Data Center
9
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.

10. Applications: Architect for Global Performance
APPS
BUSINESS CRITICALLY
End user experience depends on data, network and application architecture
Email
HR-Finance
Collaboration CRM-ERP-BI
Main Frame
Archive/DR Apps
Transactional
Apps
Voice
Virtual
Desktop
Collaboration
Trading Desk
Imaging
Apps
Video
Analytics
Web/HTTP
Procurement
Document
Management
Best Effort
>100ms
>2000km
Priority
<100ms
<2000km
Real-Time
<50ms
<500km
Proximity
<5ms
<50km
LATENCY SENSITIVITY
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.
10

11. About Contact Solutions
•
Customer self-service experts
•
Founded in 2002, privately held
•
Experience - Managing 1.2B+ customer
service calls annually across large business
and government enterprises
•
Solutions
–
–
–
•
IVR (500+ applications)
Business intelligence
Mobile customer care
Business Innovation
–
–
–
–
–
Patent-pending, customer-driven mobile care
Patented behavior-based personalization
Fraud management
Continuous improvement analytics
Cloud Platform: zero downtime since 2004
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.

12. Customer Service is Broken:
Significant benefits for improvement
customers willing to spend
13% more with companies
that provide excellent
customer service
of consumers ended a
business relationship due
to poor customer service
of consumers would use a
mobile app instead if
available to replace some or
all traditional customer
service channels
lost by U.S. businesses/year due to poor customer service
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.
12

13. Contact Solutions: Case Study (Before)
Challenges
• Large TDM network
ingress supporting IVR
platform
• OAM&P built around
telephony platform
• Small network ingress and
core network
• No “on ramp” to the cloud
defined for additional
services
• Built to support domestic
call volume
13
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.

14. Contact Solutions: Data Center Deployment
Interconnection
Global Footprint
Business Ecosystems
Immediate Requirements
1. Interconnectivity
• Diverse Carriers
• Equinix Ethernet Exchange
2. Global Footprint and Brand
3. Need more here…
4. More
5. More
6. More
14
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.

15. Contact Solutions: Infrastructure (After)
Key Initiatives
• Extensive system
virtualization
• Global site load
balancing
• Latest Cisco equipment
(Nexus switching line)
• 10Gbps core – 1Gbps
edge network
• WAN tiered storage
• Multi-level backups
(near line to cloud)
15
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.

16. Contact Solutions: Multi-Channel Customer Service Product Offering
16
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.

17. Questions
Global Footprint
Quality of Data Center
Design and Security
Network Density and
Interconnection Services
Operational Reliability
Financial Stability and
Expansion Strategy
Ecosystems and
Communities of Interest
17
www.equinix.com
Equinix Confidential - © 2012 Equinix Inc.