The Hottest New Technology You Don t Know About: Live Video Streaming Helps Field Service Techs Offer Better Support and Improve Customer Satisfaction
|
|
- William Roberts
- 8 years ago
- Views:
Transcription
1 The Hottest New Technology You Don t Know About: Live Video Streaming Helps Field Service Techs Offer Better Support and Improve Customer Satisfaction A Technical Paper prepared for the Society of Cable Telecommunications Engineers By Romulus Pereira. CEO and Founder, Vidcie 1196 Borregas Ave., Suite 200, Sunnyvale, CA info@vidcie.com WHITE PAPER
2 Overview In an era where telecommunications companies face increased competition and serious problems with churn, customer satisfaction has never been more important and field service technicians can play a key role in building customer loyalty. Unfortunately, many technicians are on their own when it comes to addressing today s increasingly complex situations in the field. Streaming video has emerged as the best solution for enabling them to collaborate with experts when they encounter problems, providing maximum clarity of information for faster problem resolution. A changing telecommunications environment in the field Historically, field service technicians in the telecommunications industry focused primarily on one piece of technology: the coaxial cable. Coax cables connected directly to the TV or VCR, and if something failed, a field service tech was sent to find the break in the cable and re-terminate it. The issue was typically resolved within an hour. This is no longer the world that we live in. Today, the same service technicians must be able to troubleshoot much more complex systems that may include routers, STBs, Wi-Fi, VoIP, Smart TVs and DVRs. In addition, with the introduction of bundled service packages, many homes now have at least three services installed: cable, Internet and landline telephone. This triple-play service delivers incredible benefits to the customer, but often creates a support challenge for front-line field technicians. In addition to the challenge of being multi-domain experts, field technicians are under increasing pressure to perform with a more mission-critical mindset to quickly restore service. In the past, losing one s cable was merely an inconvenience, but with voice and data tied to the same cable, downtime isn t merely inconvenient; it s catastrophic. Phones, security cameras, and basic business activities depend on cable-dependent technologies to run 24/7, and customers expect quick turnaround and resolution. While today s field service technicians are more highly trained than ever, they often find themselves dispatched with limited knowledge of the actual situation they ll face at the service location. As a result, they can t determine the required expertise until they arrive on site. For example, a technician might be dispatched with the understanding that cable service is down, but determine upon arrival that the issue is with the customer s Wi-Fi or internal network. Describing the details of the problem via telephone could be difficult, if not impossible. The result at best would be wasted time, and at worst, a second truck roll. Live Video Streaming Helps Field Service Techs Offer Better Support and Improve Customer Satisfaction 2
3 Rising costs of field service The challenges do not stop at the field level. Service organizations at the corporate level are being tasked with increasing the quality of service while simultaneously shrinking the budget. In order to succeed, new processes must be put in place and new technologies must be adopted. Service costs can be broken down as follows 1 : Volume: job volume classified as good, avoidable and bad Utilization: a crew s productive hours percentage (actual work vs. downtime) Work Rate: the rate at which jobs are complete due to optimization of resources and tools Hourly Cost: total cost of labor Overhead and Other: off-site, non-field related costs In addition to the Hourly Cost for technicians increasing, service providers are seeing the Volume of jobs increasing while Utilization is decreasing. Management is challenged to find the optimal way of dispatching technicians for the right jobs as well allocating the right amount of time for each job. Mobility budgets have also decreased as companies try to better focus on training field service technicians with current tools. However, spending is increasing for field service automation with 62 percent of companies increasing budgets for better cloud computing platforms to speed up deployments and mobile applications to help technicians better support different technologies 2. For samples for more relevant data, go to the following sites: Enhanced support through video In addition to ongoing technical training, many companies have implemented phone support systems to allow collaboration between technicians in the field and remote experts. But, as noted, voice-only support is often ineffective due to the challenges of verbally describing complex issues involving multiple pieces of equipment or software. Live video collaboration between agents in the field and remote experts overcomes many of these challenges and dramatically increases the flow and reliability of information. Live Video Streaming Helps Field Service Techs Offer Better Support and Improve Customer Satisfaction 3
4 The consumer grade video conferencing products now available appear attractive for this purpose, but relying on them for use the field can result in video with poor resolution and choppy transmission. This is because they were never designed with field service in mind. In the field, 3G and/or 4G are often the only available connection channels, and both are set up so that the upstream bandwidth is much lower than the downstream bandwidth. To be successful, a live video streaming solution must be able to deal with this reality. Otherwise a clear video feed will be impossible. The Vidcie Live Video Service was specifically designed to meet the challenges of field service work, as described in detail below. A video assist solution designed for the real world In order for a video assist solution to truly function in a real-world environment, three factors must be present: fidelity, reliability and mobility. Fidelity. First and foremost, the clarity of the image must be maintained over the limited upstream bandwidth connections typically available. A purposedesigned solution will target Information Fidelity to ensure that the remote support technician has a clear view of the situation and sees everything the field service tech is seeing. The Vidcie Live Video Service achieves this by prioritizing image quality over frame rate. Reliability. Video assist solutions must be as robust and worry-free as every other tool in the field service rep s arsenal. This requirement goes beyond the physical components of the system. Also critical is a narrowcasting network designed for the single purpose of getting video information from point A to point B. The ideal solution is a complete end-to-end system such as the Vidcie Live Video Service, which was designed from the ground up to deliver information fidelity video over unpredictable networks, whether through mobile hotspots or Wi-Fi networks. Mobility. When a technician is in the field, there is no room for bulky or fragile equipment. The input component in this case the camera must become part of the uniform and be ready to go at a moment s notice. What s required is an array of body mountable cameras and specialty mounts to ensure that the field service technician can quickly and easily get eyes-on whatever the remote assistance tech needs to see at any given moment. Live Video Streaming Helps Field Service Techs Offer Better Support and Improve Customer Satisfaction 4
5 Remote tools improve field service ROI Live video streaming is one of the most important remote tools available to help service technicians do their jobs better. These tools are helping service organizations send the right people and equipment to the field, monitor equipment performance, provide better remote repair support, alert customers to impending downtime and forecast failures. Ultimately, this results in important benefits, including improved customer satisfaction, asset uptime and availability, SLA compliance and service profitability 3. Live Video Streaming Helps Field Service Techs Offer Better Support and Improve Customer Satisfaction 5
6 Bibliography 1. Field Service: Reenergizing a Hidden Asset. N.p.: Bain and Company, n.d. PDF. 2. Ragsdale, John TSIA Member Technology Spending Report: Field Services. N.p.: Technology Services Industry Association (TSIA), 7 May PDF. Survey bases = 24 areas of services and technology surveyed and 250 responses included. 3. Pollock, Bill. Service 3001: An Odyssey to Smarter Services. N.p.: The Service Council, 1 May PDF. Survey bases = 215+ (Field Service) and 490+ (Remote Services) respondents Live Video Streaming Helps Field Service Techs Offer Better Support and Improve Customer Satisfaction 6
White Paper Prepared on July 20, 2015
White Paper Prepared on July 20, 2015 ALL SYSTEMS GO WITH APOLLO REMOTE SUPPORT Apollo offers a new level of comprehensive, reliable remote technical support by placing technicians virtually at the customer
More informationColt Smart Office. Flexible network services for the smaller business. / Next
Colt Smart Office Flexible network services for the smaller business / Next Big business performance Small business flexibility Today, the Internet has become core to the success of virtually every modern
More informationImproving Business Service Uptime. Proactive network performance management solutions ensure optimal business service for the Dynamic Enterprise
Improving Business Service Uptime Proactive network performance management solutions ensure optimal business service for the Dynamic Enterprise Introduction It s hard to overestimate the importance of
More informationFive Hosted VoIP Features
Five Hosted VoIP Features WHITEPAPER: is cable INTERNET access really business-ready? www.megapath.com overview Cable Internet access has been packaged and sold as a business offering. But take a moment
More informationBUSINESS COMMUNICATIONS LIFECYCLE PARTNER OF CHOICE MULTI-SITE 1 INFO@OPTUSINC.COM 877.892.4900 OPTUSINC.COM
BUSINESS COMMUNICATIONS LIFECYCLE PARTNER OF CHOICE MULTI-SITE 1 INFO@OPTUSINC.COM 877.892.4900 OPTUSINC.COM BUSINESS COMMUNICATIONS LIFECYCLE PARTNER OF CHOICE WHEREVER YOU ARE IN THE LIFECYCLE OF YOUR
More informationMotive Home Solutions
Motive Home Solutions Motive Home Solutions automate and simplify the key interactions that impact the connected home experience. The connected home is no longer a futuristic concept. Research indicates
More informationManaged Services Technology Stack
Managed Services Technology Stack By George Humphrey, Senior Director, Research, Managed Services, TSIA TECHNOLOGY INSIGHT 1 MANAGED SERVICES TSIA-TI-14-031 December 15, 2014 The Managed Services Technology
More informationPower Outages and the Hosted VOIP Option
Power Outages and the Hosted VOIP Option What happens to your business when the POWER is OUT? Office 1: On-Premise VOIP Voice applications are lost when grid and UPS backup fail. Without power to your
More informationOpen Access Fibre Networks
Open Access Fibre Networks Contact: 087 470 0800 www.octotel.co.za hello@octotel.co.za 76 Regent Rd, Sea Point, Cape Town Open Access Fibre for Apartment Buildings Super fast Fibre internet for your residents,
More informationSERVICE DESK MANAGEMENT
SERVICE DESK MANAGEMENT Bringing your customers closer to you Managed Services are the key behind Bell Techlogix 8888 Keystone Crossing Indianapolis, IN 46240 1-866-782-2355 1-317-704-6000 www.belltechlogix.com
More informationThe Gateway to a Better Vehicle Area Network. Key considerations when evaluating laptops as communications hubs for in-vehicle communications
The Gateway to a Better Vehicle Area Network Key considerations when evaluating laptops as communications hubs for in-vehicle communications Introduction Since notebooks first incorporated internal Wi-Fi
More informationDeploy New Technologies Quickly with Cisco Managed Services for Service Providers
Solution Overview Deploy New Technologies Quickly with Cisco Managed Services for Service Providers CUSTOMER BENEFITS Cisco Managed Services Deliver a Wide Range of Customer Benefits Up to 50% ROI within
More informationResilient Voice Architecture
Resilient Voice Architecture TM for Hosted Business Voice Learn how to ensure a robust, resilient and redundant Hosted PBX network TM with Teledynamic s Resilient Voice Architecture 1 Contents What is
More informationa Unified Home Gateway Series Introduction: Market Drivers and Tech Challenges Carol Ansley, Sr. Director Advanced Architecture, ARRIS
Managing Improving Cable Home TV Migration Networking to Satisfaction IP Part 1 with a Unified Home Gateway Series Introduction: Market Drivers and Tech Challenges Carol Ansley, Sr. Director Advanced Architecture,
More informationBackup Your Data and Keep it in Canada
Technology Magazine Issue 1 Achieve Your Business Goals With Technology Reducing Downtime With Managed Backup Your Data and Keep it in Canada BROUGHT TO YOU BY www.genscorp.com G C ENS ORP IT INFORMATION
More informationTelecom CPE Management Overview
W h i t e P a p e r Management Overview With Asentria solutions, service providers can enable customers with reliable connectivity from any location Organizations today depend upon their networks to increase
More informationRemote Monitoring and Management: The Key to Proactive, Efficient IT Service Delivery
1 Introduction As businesses emerge from the difficult economic recession, they need to continue the low-cost and highproductivity practices that allowed them to successfully weather the storm. Specifically
More information22 Questions You Should Ask Your Computer Consultant
22 Questions You Should Ask Your Computer Consultant BEFORE HIRING THEM TO SUPPORT YOUR NETWORK Stuart J. Bryan I-M TECHNOLOGY, LLC 131 PROVIDENCE STREET, TAFTVILLE, CT 06380 22 Questions You Should Ask
More informationR e v o l u t i o n i z i n g Broadband Services with GPON
R e v o l u t i o n i z i n g Broadband Services with GPON Higher Performance at a Lower Cost Service providers face intense competition to provide triple-play services in today s broadband access markets.
More informationConversing with Your Customers
Solutions for Enabling Lifetime Customer Relationships Conversing with Your Customers Turning call centers into profit centers while building customer lifetime value WHITE W PAPER: COMMUNICATIONS Jeff
More informationLook Beyond Cable. Choosing the Right Internet Access for Your Business. Learn More: Call us at 877.634.2728. www.megapath.com
Choosing the Right Internet Access for Your Business Learn More: Call us at 877.634.2728. www.megapath.com What s the Best Internet Access Choice for Your Business? Cable operators actively promote their
More informationAdvanced Solutions for Health Care Providers Overview
Advanced Solutions for Health Care Providers Overview LET FRONTIER HELP YOUR ORGANIZATION USE COMMUNICATIONS TECHNOLOGY TO LOWER OPERATIONAL COSTS AND INCREASE THE QUALITY OF PATIENT CARE. For health care
More informationHow To Get More Bandwidth From Your Business Network
Choosing Ethernet Services IS ETHERNET THE RIGHT CHOICE FOR YOUR NETWORK? Business Ethernet Including Ethernet over Copper (EoC) and Ethernet over Digital Signal Cross-connect (EoDSx) Delivers Cost- Effective,
More informationSubtitle. VoIP Migration Strategy. Keys to a Successful Planning and Transition. VoIP Migration Strategy Compare Business Products 2014 1
Subtitle VoIP Migration Strategy Keys to a Successful Planning and Transition VoIP Migration Strategy Compare Business Products 2014 1 Contents Introduction... 3 VoIP Defined... 3 Why Are Businesses Opting
More informationTraditional PBX & Hosted VOIP Technology: The Key Differences & What They Mean For Your Business
Traditional PBX & Hosted VOIP Technology: The Key Differences & What They Mean For Your Business CONTENTS Summary... 3 What s The Buzz About?... 3 What It Means For Businesses... 3 What It Means For Employees...
More informationMedaxon choose liquid for telephones systems provider because none of us can succeed in business without a reliable telephone system
Medaxon choose liquid for telephones systems provider because none of us can succeed in business without a reliable telephone system Why Liquid Business Solutions? When choosing a technology partner, you
More informationHow To Create An Intelligent Infrastructure Solution
SYSTIMAX Solutions Intelligent Infrastructure & Security Using an Internet Protocol Architecture for Security Applications White Paper July 2009 www.commscope.com Contents I. Intelligent Building Infrastructure
More informationHow to make your business more flexible & cost effective? Remote Management & Monitoring Solutions for IT Providers
How to make your business more flexible & cost effective? Remote Management & Monitoring Solutions for IT Providers contents 01 Current situation of the IT Channel 02 Market Trends 03 What would be the
More informationOpen Access Fibre Networks
Open Access Fibre Networks Contact: 087 470 0800 www.octotel.co.za hello@octotel.co.za 76 Regent Rd, Sea Point, Cape Town Open Access Fibre for Apartment Buildings Super fast Fibre internet for your residents,
More informationFIELD SERVICE 2.0 IMPROVING THE FIRST-TIME FIX RATE
FIELD SERVICE 2.0 IMPROVING THE FIRST-TIME FIX RATE STRATEGIC WHITE PAPER Communications service providers (CSPs) with fixed networks are faced with declining margins, intense competition and demanding
More informationInformation for schools
YOUR FIBRE CONNECTION Information for schools Fibre to state and state integrated schools Contents Introduction... 3 Process for your fibre connection... 4 Ministry s role in the connection process...
More informationCost Savings Analysis of IP Address Management (IPAM) Software for Service Providers
Cost Savings Analysis of IP Address Management (IPAM) Software for Service Providers A white paper by Incognito Software March, 2006 2006 Incognito Software Inc. All rights reserved. Page 1 of 8 Cost Savings
More informationMonitoring to Service Monitoring
Managing The Shift Cable from TV Element Migration Monitoring IP Part to Packet 1 Monitoring to Service Monitoring Series Introduction: Market Drivers and Tech Challenges Ian Wheelock, Principal System
More informationEnabling a Converged World. Are Duplicate Packets Interfering with Network Monitoring?
Enabling a Converged World Are Duplicate Packets Interfering with Network Monitoring? 915-6510-01 Rev A December 2011 Contents Overview...3 Duplicate Packets Diminish Monitoring Port Bandwidth...4 Duplicate
More informationHelp Desk Management 5 Tips to Increase the Efficiency of Your Service Team
Help Desk Management 5 Tips to Increase the Efficiency of Your Service Team Introduction As Information Technology (IT) services and consulting companies grow, new challenges emerge in the quest to provide
More informationOptimize Field Service With Automated Scheduling and Dispatch
Astea Whitepaper: Optimize Field Service With Automated Scheduling and Dispatch Optimize Field Service With Automated Scheduling and Dispatch WHITEPAPER 1 Introduction Field service is a dynamic environment.
More informationGET MORE DONE WITH THE RIGHT INTERNET CONNECTION.
GET MORE DONE WITH THE RIGHT INTERNET CONNECTION. So, lunch? Let me just download this file. I ll be super quick. Our internet options are: BT Business Broadband BT Business Infinity CHOOSING THE RIGHT
More informationBenefits of Standardizing the Video Security System
SALIENT SYSTEMS WHITE PAPER Benefits of Standardizing the Video Security System Salient Systems Corp. 10801 N. MoPac Exp. Building 3, Suite 700 Austin, TX 78759 Phone: (512) 617-4800 For a variety of reasons
More informationThe Benefits of Upgrading to FiOS
The Benefits of Upgrading to FiOS Introduction Verizon FiOS (fiber optic service) is the world s leading fiber to the premises (FTTP) service, which sets a new performance standard for telecommunications
More informationBandwidth Consumption and Broadband Reliability
White Paper Bandwidth Consumption and Broadband Reliability Studying Speed, Performance, and Bandwidth Use in the Connected Home White Paper July, 2012 2012 Cisco and/or its affiliates. All rights reserved.
More informationDeploying VSaaS and Hosted Solutions Using CompleteView
SALIENT SYSTEMS WHITE PAPER Deploying VSaaS and Hosted Solutions Using CompleteView Understanding the benefits of CompleteView for hosted solutions and successful deployment architecture Salient Systems
More information10 Ways. Autotask Automates Your IT Business. Reduce Costs, Win More Business And Manage Growth More Effectively
10 Ways Autotask Automates Your IT Business Reduce Costs, Win More Business And Manage Growth More Effectively INTRODUCTION...3 #1 Centralizing Data... 4 #2 Managing Customer Information...5 #3 Capturing
More informationField Services through
Transforming Field Services through Mobile Computing Y Create Connect Continue BUDDYKLUIN Transforming Field Service through Mobile Computing Increase revenue, improve productivity and enhance customer
More informationWhen Seconds Count Ensuring Business Continuity with 4G Failover
When Seconds Count Ensuring Business Continuity with 4G Failover A SIERRA WIRELESS WHITE PAPER The Importance of 4G Failover In today s era of distributed enterprises, the average national or international
More informationAn Executive Summary of Deployment Techniques and Technologies
Managing Cloud-Based Cable TV DVR Migration Prepares to for IP Prime Part Time 1 An Executive Summary of Deployment Techniques and Technologies Series Introduction: Market Drivers and Tech Challenges John
More informationThe Power Of Managed Services. Features
b u s i n e s s C a r e m a n a g e d S e r v i c e s Lower costs, increased profitability, new market expansions and happier customers. These are just a few of the most important priorities for business
More informationGetting Broadband. FCC Consumer Facts. What Is Broadband?
Getting Broadband FCC Consumer Facts What Is Broadband? Broadband or high-speed Internet access allows users to access the Internet and Internetrelated services at significantly higher speeds than those
More informationSupporting Customer Journeys and Your Business with a Cloud Contact Center. ebook
Supporting Customer Journeys and Your Business with a Cloud Contact Center ebook COMPANIES ARE ACCELERATING MOVEMENT Contact Center Applications Are Going to the Cloud Frost & Sullivan / Sept 2014 Report
More informationBusiness Services. Is Ethernet the Right Choice for Your Network? Learn More: Call us at 877.634.2728. www.megapath.com
Business Services Is Ethernet the Right Choice for Your Network? Learn More: Call us at 877.634.2728. www.megapath.com Is Ethernet the Right Choice for Your Network? Business Ethernet including Ethernet
More informationVideo Analytics. Keep video customers on board
Video Analytics Release 1.0 Address the root causes of poor QoE by gaining an in-depth understanding of the customer experience Reduce churn and strengthen customer relationships with analytics that anticipate
More informationFive Key Benefi ts of Knowledge Management in Customer Service
InQuira e-book Five Key Benefi ts of Knowledge Management in Customer Service Seeking to improve the effi ciency and effectiveness of customer service, leading enterprises have turned to knowledge management
More informationHow To Transform Field Service With Mobile Technology
MOBILIZE Microsoft Dynamics GP Transforming Field Service Operations with Mobile Technologies White Paper Solutions that Help Transform Field Service Operations into Strategic Profit Centers Date: June
More informationHard Questions About Hardware
Enterprise Middleware Solutions Hard Questions About Hardware Whitepaper Pay TV companies and Telcos are trying to tackle three big questions (1) How to stay relevant (2) How to respond to OTT Services
More informationAre Duplicate Packets Interfering with Network Monitoring? White Paper
Are Duplicate Packets Interfering with Network Monitoring? White Paper A network monitoring switch allows IT teams to simultaneously connect a wide array of monitoring tools. The best-in-class network
More informationITC Corporate Connect
ITC Corporate Connect LOCAL PRESENCE GLOBAL REACH CORPORATE NETWORKING SOLUTIONS C O R P O R A T E O V E R V I E W ITC Global has been providing voice and data wide-area networking services to corporate
More informationManaging Third-Party. Service Providers. An Astea White Paper WHITEPAPER
Managing Third-Party WHITEPAPER Service Providers An Astea White Paper Introduction For companies with a rapidly growing customer base, meeting an expanding demand for field service can be daunting. You
More informationConnect your customers to next generation broadband technologies today.
Connect your customers to next generation broadband technologies today. Choose from the widest range of Broadband products in the market from standard ADSL2+ to differentiating services that drive competitive
More informationClosing the Remote Support Gap -
White Paper Closing the Remote Support Gap - How KVM IP Can Enhance Remote Support For Intelligent Devices (or Mission-Critical Computers) Copyright Minicom Advanced Systems Contents EXECUTIVE SUMMARY...2
More informationIntelligent Service Centre. A smarter way to drive continuous improvement in business processes.
Intelligent Service Centre the way we do it Intelligent Service Centre A smarter way to drive continuous improvement in business processes. Bring a business focus to end-user support. Business leaders
More informationThe top 10 misconceptions about performance and availability monitoring
The top 10 misconceptions about performance and availability monitoring Table of contents Introduction................................................................ 3 The top 10 misconceptions about
More informationWHITE PAPER PART 1 OF 4
PART 1 OF 4 ARE YOU MAKING THE MOST OF YOUR FIELD SERVICE CALLS? DEPLOYING THE RIGHT MOBILE FIELD SERVICE SOLUTION CAN DECREASE YOUR COSTS, INCREASE YOUR REVENUE, ENHANCE CROSS-SELLING OPPORTUNITIES AND
More informationWHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT?
WHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT? TABLE OF CONTENTS WHAT DOES IT MEAN?... 03 HOW DO WE DEFINE END-TO-END FSM?... 04 THE FIELD SERVICE MANAGEMENT DELIVERY PROCESS... 05 AUTOMATING &
More informationGovernment Case Study:
Government Case Study: Command center scenario The Q-SYS Platform enables faster, smarter police work for Chicago s new command center. CHICAGO POLICE DEPARTMENT Crime Prevention and Information Center,
More informationGaining Visibility of the Contracted Field Service Workforce Integrating the Third-Party Service Workforce SOLUTION
SOLUTION FIELD SERVICE MANAGEMENT CONTRACTOR Gaining Visibility of the Contracted Field Service Workforce Integrating the Third-Party Service Workforce Modern field service management solutions can seamlessly
More informationSmart Data Center Solutions
Smart Data Center Solutions New Data Center Challenges Require New Solutions Data Center Architecture. Inside and Out. Data centers are mission-critical facilities. A silo-based approach to designing,
More informationCompetition for consumer voice,
The Impact of Automated Fiber Management on FTTH Deployment and Operations A new technology, automated fiber management, simplifies the deployment of fiber to the home, yielding potentially great savings
More informationFinally, a phone system designed around the way you do business! Priced so that you can stay in Business! Pizza Phone System 719 Brookside Dr, Lansing, MI 48917 Phone (866) 317-7396 www.pizzaphonesystem
More informationBI and ETL Process Management Pain Points
BI and ETL Process Management Pain Points Understanding frequently encountered data workflow processing pain points and new strategies for addressing them What You Will Learn Business Intelligence (BI)
More informationGrowing MSP Uncovers Huge Service Efficiencies With Network Infrastructure RMM
Growing MSP Uncovers Huge Service Efficiencies With Network Infrastructure RMM Network Doctor is a growing managed services provider (MSP) focused on providing a white glove level of service to its 80
More informationScienceLogic vs. Open Source IT Monitoring
ScienceLogic vs. Open Source IT Monitoring Next Generation Monitoring or Open Source Software? The table below compares ScienceLogic with currently available open source network management solutions across
More informationCable and Satellite Digital Entertainment Networks. Moving toward an Integrated Digital Media Experience
Cable and Satellite Digital Entertainment Networks Moving toward an Integrated Digital Media Experience Independent Data and Analysis by S2 Data Corporation April 2007 INTRODUCTION Traditional broadcast
More informationTraditionally as a business becomes more and more successful, the volumes
Synopsis Traditionally as a business becomes more and more successful, the volumes of its inbound and outbound calls increases substantially, driving up its telecommunication costs. It s almost as if the
More informationTM Corporate Brochure
Corporate Brochure TM Asoka at a Glance Founded 2001 Corporate Headquarters Santa Clara, California Investors Storm Ventures Swisscom Ventures Venrock Private Company Primary Business SaaS solutions for
More informationWhite Paper. A Guide to Assessing the Network Benefits and Requirements of Cloud VoIP
White Paper A Guide to Assessing the Network Benefits and Requirements of Cloud VoIP A Guide to Assessing the Network Benefits and Requirements of Cloud VoIP The positive impact that hosted VoIP can have
More informationAchieving Unified Oversight of Your Mission-critical IT Infrastructure
Achieving Unified Oversight of Your Mission-critical IT Infrastructure By Jim Huebner, Director, CompuCom Network Solutions Portfolio Big Data, cloud, mobility, social interaction: These mutually reinforcing
More informationOpex vs. Capex. How your Business Can Take Advantage of Technology and Increase ROI. www.ipromedia.us
Opex vs. Capex How your Business Can Take Advantage of Technology and Increase ROI www.ipromedia.us Content 4 Opex vs. Capex 8 Take Advantage of Opex With a Hosted Communications System 12 How to Take
More informationResolving the Top 5 Challenges in Field Service with Mobility
Business Solutions through Software Resolving the Top 5 Challenges in Field Service with Mobility Table of Content Executive Summary Resolving the Top 5 Challenges in Field Service Operations Case Study
More informationComprehensive Network Monitoring: The Challenges, Opportunities and Benefits
Comprehensive Network Monitoring: The Challenges, Opportunities and Benefits Prepared by TechTell, Inc. Industry Leaders in Outsourced Network Monitoring Executive Summary...2 The Escalating Risks from
More informationPELICAN MARSH CABLE COMMITTEE RECOMMENDATIONS. January 19, 2012
PELICAN MARSH CABLE COMMITTEE RECOMMENDATIONS January 19, 2012 PELICAN MARSH CABLE BRIEFING JANUARY 19, 2012 Introduction of Consultants Finley Engineering CSI Industry technology trends Dean Minske, Finley
More informationWHITE PAPER. The Five Fundamentals of a Successful FCR Program
The Five Fundamentals of a Successful FCR Program April 2012 Executive Summary Industry analysts agree that First Contact Resolution (FCR) is the best way to measure the effectiveness of your contact center.
More informationThe Next Generation Network:
JULY, 2012 The Next Generation Network: Why the Distributed Enterprise Should Consider Multi-circuit WAN VPN Solutions versus Traditional MPLS Tolt Solutions Network Services 125 Technology Drive Suite
More informationProviding Proactive Support with Intelligent Smart Services
Providing Proactive Support with Intelligent Smart Services Gerber Technology Gerber Technology, a business unit of Gerber Scientific, Inc., develops and manufactures the world s leading brands of integrated
More informationGET THE ALARM.COM ADVANTAGE.
BETTER SECURITY REMOTE WEB CONTROL MOBILE APPS GET THE ALARM.COM ADVANTAGE. STAY SECURE. STAY CONNECTED. WIRELESS TECHNOLOGY VIDEO MONITORING INTERACTIVE SERVICES HOME AUTOMATION ENERGY MANAGEMENT Alarm.com
More informationBest Practices for Assuring VoIP Performance. An AppNeta White Paper. 781.263.4228 jdannecker@appneta.com www.appneta.com
Best Practices for Assuring VoIP Performance An AppNeta White Paper 781.263.4228 jdannecker@appneta.com www.appneta.com Introduction If you are reading this guide, then you have already made the decision
More informationMaintaining Wireline-Grade VoIP QoE in Cable Networks
Maintaining Wireline-Grade VoIP QoE in Cable Networks Introduction Monitoring and maintaining excellent VoIP service quality poses a number of challenges. VoIP traffic must share broadband networks with
More informationManaged IT Solutions. Copyright 2007 <Company Name>. All rights reserved.
Managed IT Solutions Today s Agenda About Us IT Challenges Frustrations with Traditional IT Services Details of the Managed IT Solution The Benefits of Managed Support How it Works Q & A About Us Since
More informationApplication Delivery Networks: The New Imperative for IT Visibility, Acceleration and Security > White Paper
Application Delivery Networks: The New Imperative for IT Visibility, Acceleration and Security > White Paper Application Delivery Networks: The New Imperative for IT Visibility, Acceleration and Security
More informationData Center Solutions
Data Center Solutions New Data Center Challenges Require New Solutions Data Center Architecture. Inside and Out. Data centers are mission-critical facilities. A silo-based approach to designing, deploying
More informationEnhancing the Understanding of the Total Customer Experience Through Linkage
Enhancing the Understanding of the Total Customer Experience Through Linkage February 17, 2005 Dave Kreiner Manager, Total Customer Experience and Quality Technology Solutions Group Why are we here? Purpose:
More informationGEOGRAPHIC BUSINESS INTELLIGENCE TO PROACTIVELY MANAGE, MONITOR AND MONETIZE YOUR NETWORK
GEOGRAPHIC BUSINESS INTELLIGENCE TO PROACTIVELY MANAGE, MONITOR AND MONETIZE YOUR NETWORK Overture GIS is the only solution that integrates real-time subscriber data, plant management records, fiber network
More informationWHAT IS AUGMENTED VISUAL SUPPORT? And Why Do I Need It?
WHAT IS AUGMENTED VISUAL SUPPORT? And Why Do I Need It? CONTACT CENTERS TODAY... Although contact centers are continuing to evolve to include communications with customer over many mediums like email,
More informationJuniper Networks Automated Support and Prevention Solution (ASAP)
Juniper Networks Automated Support and Prevention Solution (ASAP) An ecosystem of tools, applications, and systems to streamline operations, bring operational efficiency, reduce downtime, and increase
More informationQuestions To Ask. Instant Issue Providers. Thorough Research Yields Best Solution for Your Institution PAYMENT SOLUTIONS
12 Questions To Ask Instant Issue Providers Thorough Research Yields Best Solution for Your Institution PAYMENT SOLUTIONS Credit and debit card instant issuance has become an important differentiator for
More informationNokia Siemens Networks Network management to service management - A paradigm shift for Communications Service Providers
White paper Nokia Siemens Networks Network management to service management - A paradigm shift for Communications Service Providers Service management solutions enable service providers to manage service
More informationPhysical Infrastructure Management Solutions
Physical Infrastructure Management Solutions Physical Infrastructure Challenges Require Innovative Solutions The Need for In-Depth Network Intelligence. With increased acceptance of virtualization, cloud
More informationAddressing Real World Copper Cabling Challenges for IP Convergence. Jim Frey Director of Marketing Berk-Tek, A Nexans Company
Addressing Real World Copper Cabling Challenges for IP Convergence Jim Frey Director of Marketing Berk-Tek, A Nexans Company AGENDA IP Convergence Network Trends Cabling Challenges Real World Testing
More informationCapacity Planning for Broadband in Public Libraries: Issues and Strategies
Chapter X8 Capacity Planning for Broadband in Public Libraries: Issues and Strategies by John Carlo Bertot Introduction The current context of public library public access technology provision is paradoxical.
More informationSigns You Need to Buy a New Phone System
Signs You Need to Buy a New Phone System Contents Introduction... 3 Sign #1: Your Phone System is Becoming Technically Obsolete... 3 Sign #2: Your Office is Moving... 4 Moving an Old System... 4 Buying
More informationMonitoring your WAN When, What and How
Monitoring your WAN When, What and How Even though WAN performance monitoring tools have been available for close to a decade, less than a quarter of US WAN links are monitored by enterprises either by
More information