InfoWorld: Will your product emerge then as service, rather than a product you buy?
Blaeser: Our product is becoming delivered more and more as a total service. As we increase the size of our solution by going to business-process applications in real time, that will become more important for us. You'll see us as a company building our professional service organization out more aggressively than we imagined when we started the company. We will be providing our product more as a service, and our service-provider customers will be providing our product more as a service, because people are doing less and less in-house. In today's environment, if a degradation reaches your customer, he's no longer a customer. That's why you see a lot of enterprises going to managed services from carriers, because they just don't know how to keep up with all of this stuff.
InfoWorld: So what's the ultimate challenge then?
Blaeser: Ultimately what customers would like us to do is look at the entire IT and e-business model. What they'd like us to do is solve their problems automatically on a closed-loop, self-healing optimization process. Now technically there are some issues, but more importantly there [are] cultural issues, because people aren't anxious to let you go in and automatically change the traffic in their routers. They're obviously afraid you could blow up the whole network. But ultimately, we will optimize the network automatically.
Concord Communications Inc., in Marlboro, Mass., can be reached at www.concord.com.