Managing Today's Telecom infrastructure - A Case Study
|
|
- Scot Daniels
- 3 years ago
- Views:
Transcription
1 24-by-7 Service, Inc. Putting service back into telecom A New Paradigm for Enterprise Telecom Management Proactively Managing PBX+ Risks and Ownership Costs A 24-by-7 Service White Paper
2 24-by-7 Service, Inc. EXECUTIVE SUMMARY Situation: Managing Today s Telecom/IP Resources is Costly and Risky Businesses managing telecom and data systems often find their efforts hindered by the sheer complexity of their telecom infrastructure, which often includes multiple vendor products and voice technology platforms distributed across a wide geography. As levels of complexity grow, so does the probability for system outages. Given the revenue/cost implications of failures, executives are in dire need of the flexibility to manage support costs and reduce the risk of system outages. For most enterprises, either full-service maintenance contracts or third-party service providers falls woefully short in providing the right balance of cost and risk. Challenge: The Telecom Support Dilemma: Over Pay or Assume Too Much Risk? Market trends and economics push CIOs toward one of two support extremes: (1) paying too much for full-service maintenance contracts with equipment vendors or third-party service providers (high cost/low risk), or (2) incur system failures by relying on self-maintenance (low cost/high risk). For most enterprises, either one of these support alternatives falls woefully short in providing the right balance of cost and risk. The high cost/low risk option enlists the resources of PBX manufacturers (or third parties) to provide full-service maintenance. These ever more expensive maintenance agreements are primarily designed to react to errors and failures. Even with their high costs, this approach falls short of most CIOs expectations of preventing service outages, and too often leaves businesses to shoulder the impact of partial or even complete system failures. Also, these contracts tend to require an ever-expanding degree of customer responsibility. The low cost/high risk option relies on an organization s internal telecom and IT staff for ongoing support. Unfortunately, most internal support groups lack the economies-of-scale to justify adequate support tools, reporting mechanisms, training resources, etc. In contrast to the support of data devices, voice systems are rarely monitored in a proactive fashion. Very few internal support groups are equipped to actively monitor business communication systems closely enough to foresee and neutralize preventable failures before they become major outages. Solution: Reduce the Risk by PROACTIVELY Monitoring Systems and Managing Information Whether assuming the operational cost/risks inherent to in-house support or paying for over-priced manufacturer support that still involves system outage risk, CIOs need a means to augment their current arrangements, remove system-operation risks and reduce their telecom support expenses. PBX+ is a complete telecom support services solution that detects and reports on potential telephony problems before users are impacted. The system s proactive surveillance capability significantly reduces the likelihood, frequency and duration of outages. PBX+ ensures the availability and performance essential for telephony and call center applications. Using a secure, online portal, PBX+ unifies system management of multiple telephone and data platforms into a single view providing integrated monitoring, reporting, document storage, and ticketing capabilities. Result: PBX+ Reduces Ownership Costs AND Improves System Reliability and Performance PBX+ equips support teams with time-saving, web-accessible tools that expand their capacity to proactively manage a diverse mix of PBX/IP-Telephony (IPT) and adjunct devices across a wide geography. Enterprise IT/Telecom teams and maintenance service providers alike gain efficiencies over traditional methods and reactive support techniques. With PBX+, CIOs reduce risks by gaining proactive monitoring and management of telecommunications infrastructure and its providers.
3 PBX+ The Challenges of Managing Converged, Multi-Vendor Telecommunication Infrastructures Historically, large organizations would standardize on a single PBX vendor for their telecom equipment and support needs and have a large, in-house, technical support staff. This paradigm changed as the result of consolidation trends and cost reductions. Today s business environment is multi-vendor, multi-location with small support staffs. Today, CIOs and telecom managers face three primary challenges: 1. Maintaining high availability and performance of phone systems Rapid growth, through mergers and acquisitions, has left many enterprises managing a diverse set of proprietary telecommunication systems (multi-vendor, multi-location). On the other hand, corporate cost-cutting measures have eliminated the large, highly trained, in-house telecom support teams. 2. Identifying better options for support, whether vendor-supplied, third party, or in-house With regard to telecom support options, CIOs and telecom managers find themselves either paying more than is reasonable for the perceived security of a manufacturer s reactive support plan or they attempt to save money by opting for a self-support in which they use their own under-trained and understaffed organization. Enterprises that choose costly vendor maintenance find that this approach is far from problem-free. While ignoring minor errors, these support resources focus on resolving major outages but often miss the root cause. Furthermore, proactive monitoring is not part of their support strategy. At the same time, the trend of escalating ownership costs associated with today s telecom systems motivates many organizations to move away from expensive, direct support contracts in favor of leveraging their in-house telecom/it support staff and/or engaging third-party contractors. Unfortunately, most organizations have neither the expertise nor the economies-of-scale to develop a technology platform that will enable an in-house support staff to proactively monitor or consistently deliver timely repair and restoration when telecom outages occur. 3. Migrating from a legacy TDM PBX to IP-Telephony Immediately replacing legacy TDM voice systems with newer IP Tel technologies is not necessarily the answer. For example, IP-Tel is driven more by the intent of lowering support costs through a unified ( converged ) infrastructure than by saving transport/networking costs, especially with long distance rates dipping below a penny per minute. Yet it takes time to successfully deploy new infrastructure, further compounding the challenges facing today s CIOs. Whether the enterprise runs on a legacy TDM PBX or IP-Tel infrastructure, executives are still charged with reducing ownership costs and minimizing the risk of down time. Unfortunately, most organizations have neither the expertise nor the economies-of-scale to develop a technology platform that will enable an in-house support staff to proactively monitor or consistently deliver timely repair and restoration when telecom outages occur. Clearly, telecom-dependent enterprises need a telecom support platform that provides proactive protection, rapid problem resolution, and applicability across multiple platforms. Ideally, this infrastructure would provide telecom managers with a singular, detailed view into all telephone, data and related devices (such as a UPS (uninterruptible power supply) and CSU (channel service unit)), as well as site information such as Telco records and escalation procedures. This singular view would maximize the capabilities of existing support personnel and would, above all, ensure that all communications systems operate at peak efficiency. Finally, this solution should also provide enterprises with a comprehensive and proactive approach that allows their support technicians to quickly respond to errors before they escalate into larger problems.
4 24-by-7 Service, Inc. Proactive & Ongoing Diagnostics: Keys to Managing Complex Telecom Environments When it comes to personal health and longevity, most people understand that taking proactive measures such as exercising, eating the right foods, having regular checkups, and managing weight are all essential factors for a healthy life. Waiting to take action after a major health crisis (such as having a heart attack) is too late. Catastrophic events require drastic and costly approaches to resolve the crisis (Figure 1). Just like a healthy lifestyle, proactive measures are required to maintain the health of telephony and data systems and to ensure that malfunctions will not disrupt the business. In the same way, proactive measures are required to maintain the health of telephony and data systems and to ensure that malfunctions will not disrupt the business. Once critical contact center systems go down, customer relationships are impaired, center and agent productivity is diminished, and revenue is impacted. Often the marketing required to repair damage to the company s reputation can cost far more than implementing a system to proactively spot problems before they occur. The Importance of System Performance Reporting Figure 1: Proactive vs. Reactive Measures Proactive management of telecommunication infrastructures requires the production of performance reports to assess traffic, call volume and internal stress loads. Generating these reports on a consistent basis reveals trends and potential problems at an early stage. This capability is particularly important for server-based telephone systems such as IP-PBXs which require more customer management as compared to traditional, monolithic PBXs. Unfortunately, urgent demands on most (lean) enterprise telecom staffs place trend analysis and system performance reporting at a lower priority. In general, corporate support staffs have been reduced to a level where they can only react to problems. As a result, most support staffs no longer have the time to produce performance reports or proactively review them to search for trends that should be actively managed. The Importance of Telecom Information Management The ability to immediately access essential system information is critical for the management and timely resolution of equipment and network issues. Unfortunately, similar to performance and traffic reporting, maintaining accurate support information, such as circuit identification records and escalation procedures, is a low priority for most telecom staffs, especially when managing a large number of sites. Therefore, today s enterprises need a way to simplify telecom information management while providing accurate information and automated, proactive reporting. Such a solution should also provide a high degree of accuracy across all primary and peripheral telecom-related systems to support better management decision-making, while delivering a cost structure that will satisfy enterprise budgetary requirements.
5 PBX+ PBX+: Simplifying Telecommunications Infrastructure Support PBX+ (Figure 2) is a combination of Software as a Service (SaaS), technical support, and professional services offerings that solve the dilemma of having to choose between high costs or high risks. PBX+, a comprehensive monitoring and information management platform, is delivered via a secure online portal that enables superior control of the entire infrastructure, unifying the management of multiple telecom and data platforms and peripheral devices into a single viewpoint. The PBX+ online portal provides integrated monitoring, reporting and document storage, alerting, and ticketing capabilities. The automated monitoring and reporting modules within PBX+ provide detailed system and telephony-related information necessary for delivering high availability and robust performance that is essential in maximizing functionality and uptime. PBX+ Leverages Existing Resources to Ensure Robust Enterprise Class Availability and Performance Figure 2: Solutions and Resources of the PBX+ Solution Suite PBX+ includes four integrated solution modules that work together to solve today s telecom-related support and performance challenges. The modules are as follows: 1. Monitor+ is a comprehensive monitoring platform (proactive health checks and reactive alarm processing) whose results are delivered via a secure online portal. Monitor+ automatically monitors and manages enterprise voice and data assets, alerting the appropriate resources to problems and exceptions, and enabling authorized users to easily access and control both voice and data systems using the unified PBX+ portal access. Monitor+ remotely monitors nearly all PBX and IPT makes and models, as well as other devices such as CSUs, Switches, routers, UPSs, etc. PBX+ is a combination of Software as a Service (SaaS), technical support, and professional services offerings that solve the dilemma of having to choose between high costs or high risks.
6 24-by-7 Service, Inc. Monitor+ also reduces enterprise operating costs by providing advance notice of potential telephony errors before they cause major outages. As a result, the enterprise experiences fewer emergency service calls and/or unnecessary part replacements. Monitor+ sends alerts from the network operating center (NOC), enabling device-specific escalation procedures. The result is an effective resolution of problems and minimizing the risk of expensive failures and downtime. With Report+, support personnel can review archived reports via the secure PBX+ portal, quickly identify patterns and spot problems that ensure more continuous, cost effective voice and contact center services. 2. Report+ meets the challenge of maintaining high availability and performance by automatically creating and archiving traffic and performance reports. Report+ enables business and technical staff to actively manage trends and exceptions. Historical trends related to internal component-to-component and external capacities and constraints are captured. In addition, Report+ proactively notifies the appropriate individuals if customer-specified thresholds are exceeded. For example, if a trunk-group-busy threshold is met, the appropriate contact(s) are immediately notified. The Report+ Threshold Alert feature is independent of alarms defined by the PBX manufacturer. Report+ takes and securely files snapshots of various traffic reports, internal port and processor utilization(s) and other essential metrics. By reviewing archived reports via the secure PBX+ portal, support personnel can quickly identify patterns and spot problems. These snapshots are created on a daily or hourly basis and are archived for researching intermittent or past symptoms. This ensures more continuous, cost effective voice and contact center services. 3. Service+ consists of remote network operations centers (NOCs) and field technical services that are available to supplement or replace direct manufacturer support. Requests for MAC (moves, additions, and changes), cabling installation and break-fix repair requests are managed via a secure, web-accessible ticketing system. Using this service, support personnel can efficiently track projects, requests and trouble tickets across multiple platforms and time zones. Service+ improves inter- and intra-company collaboration. It includes a complete service request and ticketing system that solves the problem of timely notification of PBX and IPT-related problems. By using a common access point, support personnel can remotely track all actions that have been taken to rapidly resolve their telecom problems, without increasing the number of support personnel involved. 4. Advisor+ provides on-demand subject matter experts along with well-defined, structured methodologies to provide business-driven recommendations for enhancing or transitioning telecom/call center platforms. A core competency of the service is aligning people, processes, and technologies with business objectives, particularly in environments with large or multi-site contact centers. In contrast to an equipment sales organization, the Advisor+ offering extends the life of existing assets and leverages existing technical support resources.
7 PBX+ Concluding Summary With so much of today s business success dependent on business communication systems, corporations can no longer afford to settle for traditional reactive ( break-fix ) service models. Even miniscule reductions in system availability can result in communications problems or outages, damaged relationships, and missed business opportunities. Therefore, enterprises must find ways to keep their telephony systems functioning and reduce associated support costs. Until today, CIOs had to choose between the lesser of two evils: Pay dearly for full-service maintenance contracts, or rely on some form of self-support with limited support tools and often-inadequate problem-solving capabilities. PBX+ from 24-by-7 Service, Inc. is a highly effective, flexible solution suite that empowers enterprise support personnel, or third-party support organizations, to detect and correct minor telephony errors before such issues escalate into more serious problems. PBX+ provides a bridge between expensive, full-service manufacturer maintenance contracts and in-house support by changing the support paradigm from reactive to proactive. This allows technical personnel to minimize potential outages before they can escalate into costly business issues. This proactive strategy is further streamlined by web-based access to an ongoing archive of reports, configuration, design and other enabling information. There are four bottom-line advantages that enterprises with large, mixed and/or complex telephony environments will realize with PBX+: + Lower Total Cost of Ownership PBX+ reduces support and maintenance costs associated with telecom systems, contact centers, and supporting a diverse mix of platforms. + High System Availability and Performance With PBX+, outages of enterprise communications systems and contact center applications are rare and of shorter duration. Employee productivity and customer service are improved with better system reliability. + Better Options for Support With the monitoring, reporting and trouble ticketing capabilities of PBX+, enterprises streamline collaboration and communications with internal and external resources. Companies can use proactive monitoring to resolve minor errors before they cause major problems. PBX+ provides the flexibility to optimally balance support costs and risks, reduce total ownership costs, and improve overall business performance of enterprise telecom assets. + Easier Migration from Legacy TDM PBX to IP-Tel PBX+ delivers an infrastructure for telephone system support. Because this infrastructure is not dependent upon a single vendor, PBX+ supports a company s migration to newer technologies. The PBX+ flexible solution suite enables enterprises to gain control of a diverse mix of PBX, IPT and adjunct servers under a single, integrated tool set that enhances the productivity of existing technical support resources. This proactive service offering improves system reliability/availability while actively managing system performance and carrier facilities. CIO s gain the flexibility to more optimally balance support costs and risks. Finally, total ownership costs are reduced while improving overall business performance of enterprise telecom assets.
8 About 24-by-7 Service, Inc. 24-by-7 Service, Inc. is a management owned and operated corporation, headquartered in the Denver Technological Center. The company was founded to provide the flexible and responsive service that all but disappeared during the telecommunications bubble of the early 2000s. The founders and employees consist of top performers from the sales and services ranks of Avaya, IBM, Siemens, Rolm, J. D. Edwards, US WEST and smaller entrepreneurial technology companies. 24-by-7 s tag line, Putting service back into telecom captures the personal and professional passion of each employee. Currently 24-by-7 has contracts with AFL Network Services, Ciber, Inc., Comcast, Time Warner and Ford Motor Credit Corporation. 24-by-7 Service s national footprint has gained the attention of enterprise telecommunication executives looking for a single point of contact for quality, cost-effective national support. In addition to PBX+, 24-by-7 Service also offers: Network Readiness Assessments for voice over IP (VoIP) deployments WiFi+ for managing extensive wireless networks Project management consulting and project management software Wide range of maintenance service offerings Cabling For more information on how PBX+ can solve your enterprise telecommunication maintenance, service and support challenges, please visit our website at or contact us at info@pbxplus.net by-7 Service, Inc. Putting service back into telecom 7303 S. Alton Way, Suite A Centennial, CO by-7 Service, Inc., and the 24-by-7 Service and PBX+ logos are registered trademarks of 24-by-7 Service, Inc. 2008
Empowering the Enterprise Through Unified Communications & Managed Services Solutions
Continuant Managed Services Empowering the Enterprise Through Unified Communications & Managed Services Solutions Making the transition from a legacy system to a Unified Communications environment can
More informationThe Business Case for Voice Over IP What do large VOIP rollouts truly cost and how do vendors compare?
ISSUE PAPER The Business Case for Voice Over IP What do large VOIP rollouts truly cost and how do vendors compare? By Robin Gareiss, Executive Vice President & Sr. Founding Partner, Nemertes Research Executive
More informationFive Steps to Cut VoIP & UC Support Costs & Boost Service Levels
A ReliaTel White Paper from Tone Software Five Steps to Cut VoIP & UC Support Costs & Boost Service Levels Cost Effectively Manage VoIP, SIP, and UC to Bullet-Proof Quality and Services A ReliaTel White
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 informationManaged Services. Business Intelligence Solutions
Managed Services Business Intelligence Solutions Business Intelligence Solutions provides an array of strategic technology services for life science companies and healthcare providers. Our Managed Services
More informationGeneral DataComm s Remote Monitoring and Network Management
General DataComm s Remote Monitoring and Network Management Overview: GDC offers a complete suite of subscription-based remote WAN, LAN and wireless network management services responding to the growing
More informationContact Center Technology Monitoring
tech line / oct 2012 Contact Center Technology Monitoring Monitoring allows companies to detect outages and issues for quick resolution, and enables effective planning for prevention and optimization going
More informationCustom Application Support Program Guide Version 3.2.0 March 02, 2015
Custom Application Support Program Guide Version 3.2.0 March 02, 2015 Genesys Custom Application Support Program Guide CASPG100-0215 Genesys Custom Application Support Program Guide Page 2 The information
More informationIf you are ready to order please contact: Jon Shelby at jons@continuant.com Pam Taylor at pamt@continuant.com
Continuant is currently under the Texas DIR contract DIR-SDD-2254 which allows us to provide our services to all state and local Texas entities with little to no negotiation. For more information please
More informationVoIP Deployment Options
AN ATLANTIC-IT.NET WHITEPAPER VoIP Deployment Options Whether cloud-based or on premises, IP-based voice platforms can deliver a wide range of significant business benefits. 2 VoIP Deployment Options EXECUTIVE
More informationImplementation Guide. Simplify, Save, Scale VoIP: The Next Generation Phone Service. A single source for quality voice and data services.
Implementation Guide Simplify, Save, Scale VoIP: The Next Generation Phone Service A single source for quality voice and data services. > > > > > > > > > > All signs point to VoIP so letês get started.
More informationsolution brief NEC Remote Managed Services Prevent Costly Communications Downtime with Proactive Network Monitoring and Management from NEC
NEC Remote Managed Services Prevent Costly Communications Downtime with Proactive Network Monitoring and Management from NEC NEC Remote Managed Services: Removing the Complexities of Communications Network
More informationThe Trellis Dynamic Infrastructure Optimization Platform for Data Center Infrastructure Management (DCIM)
The Trellis Dynamic Infrastructure Optimization Platform for Data Center Infrastructure Management (DCIM) TM IS YOUR DATA CENTER OPERATING AT PEAK PERFORMANCE? MITIGATE RISK. OPTIMIZE EFFICIENCY. SUPPORT
More informationCisco Unified Communications Remote Management Services
Cisco Unified Communications Remote Management Services What You Will Learn Our remote, high-visibility, co-management approach gives you complete ownership and control of your converged network. Cisco
More informationAlcatel-Lucent VitalSuite Performance Management Software for the Enterprise
Alcatel-Lucent VitalSuite Performance Management Software for the Enterprise Monitor, measure and enhance delivery of carrier-class business services across your multi-vendor, multi-service infrastructure
More informationEffectively Managing Communications with Customers During a Service Outage
Effectively Managing Communications with Customers During a Service Outage A money saving approach that can also increase customer satisfaction Table of Contents Limitations of Traditional Approaches to
More informationReliaTel VoIP QoS and UC Management Solution
ReliaTel VoIP QoS and UC Management Solution Sponsored by: Hosted by: Powered with: Agenda About Tone Software ReliaTel Capabilities and Benefits Technology Partners Brief ReliaTel Demo Review of the Partner
More informationThe ROI of IP Telephony Management A compelling look at the hard numbers behind costs, benefits of IPT monitoring & management
ISSUE PAPER The ROI of IP Telephony Management A compelling look at the hard numbers behind costs, benefits of IPT monitoring & management By Robin Gareiss, Executive Vice President & Sr. Founding Partner,
More informationWhich of the following types of phone service does your company use for its primary means of voice communications
VoIP and the SMBs - Tapping the Market By Matt Delpercio Despite the benefits of IP telephony, only a small percentage of small to medium businesses (SMBs) use VoIP as their primary means of voice communications.
More informationCA Service Desk Manager
PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES
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 informationOptimizing the Avaya Communications Architecture: Calculating SIP Bandwidth With Infortel Select 9.0 Reporting
ISI SOLUTIONS WHITE PAPER Optimizing the Avaya Communications Architecture: Calculating SIP Bandwidth With Infortel Select 9.0 Reporting By: Mitchell Weiss Director of Product Strategy ISI Telemanagement
More informationIs SIP Trunking on Your Horizon? Sue Bradshaw, Technology Writer
White Paper Is SIP Trunking on Your Horizon? Sue Bradshaw, Technology Writer This white paper from Integrated Research discusses how understanding your call flows, PSTN trunk capacity and usage today will
More informationConvergence: The Foundation for Unified Communications
Convergence: The Foundation for Unified Communications Authored by: Anthony Cimorelli, Senior Product Marketing Manager Onofrio Norm Schillaci, Principal Sales Engineer Michelle Soltesz, Director, Marketing
More informationPERFORMANCE MANAGER. Carrier-grade voice performance monitoring tools for the enterprise. Resolve service issues before they impact your business.
PERFORMANCE MANAGER Carrier-grade voice performance monitoring tools for the enterprise. Resolve service issues before they impact your business. The ETM Performance Manager provides unified, realtime,
More informationVirtualizing Open Text Fax Server with Realtime Fax over IP and Open Text Fax Gateway
Virtualizing Open Text Fax Server with Realtime Fax over IP and Open Text Fax Gateway Abstract Computer virtualization is a revolutionary concept that provides organizations with a powerful, simple, and
More informationCisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service
Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service Cisco TelePresence Select Operate allows customers to make full use of the benefits of the Cisco TelePresence solution,
More informationDrive Down IT Operations Cost with Multi-Level Automation
White White Paper Paper Drive Down IT Operations Cost with Multi-Level Automation Overview Reducing IT infrastructure and operations (I+O) budgets is as much on the mind of CIOs today as it s ever been.
More informationBest Practices from Deployments of Oracle Enterprise Operations Monitor
Best Practices from Deployments of Oracle Enterprise Operations Monitor September 2014 Prepared by: Zeus Kerravala Best Practices from Deployments of Oracle Enterprise Operations Monitor by Zeus Kerravala
More informationAchieving Service Quality and Availability Using Cisco Unified Communications Management Suite
Achieving Service Quality and Availability Using Cisco Unified Communications Management Suite EXECUTIVE SUMMARY CISCOLIVE Europe 2010 Annual Cisco IT and communications conference Event held at Barcelona,
More informationCisco Unified Computing Remote Management Services
Cisco Unified Computing Remote Management Services Cisco Remote Management Services are an immediate, flexible management solution that can help you realize the full value of the Cisco Unified Computing
More informationUnderstanding the Benefits of Unified Communications
Understanding the Benefits of Unified Communications Overview Increasing operating efficiencies is more important than ever in today s business. Competitive pressures force organizations to improve processes
More informationData Center Infrastructure Management
Data Center Infrastructure Management Helping IT Empower the Business Luis M Burgos, HP Services BDM Arrow, ECS Proactive Care Advanced Presented under Non-Disclosure A New Style of IT Driven by Four New
More informationCisco Unified Communications and Collaboration technology is changing the way we go about the business of the University.
Data Sheet Cisco Optimization s Optimize Your Solution using Cisco Expertise and Leading Practices Optimizing Your Business Architecture Today, enabling business innovation and agility is about being able
More informationImproving. Summary. gathered from. research, and. Burnout of. Whitepaper
Whitepaper Improving Productivity and Uptime with a Tier 1 NOC Summary This paper s in depth analysis of IT support activities shows the value of segmenting and delegatingg activities based on skill level
More informationAlcatel-Lucent Managed Services Overview
Alcatel-Lucent Managed Services Overview Operators have to continuously evolve their networks and be savvy about the use of technology to meet the exploding bandwidth demand being created by today s end
More informationIs SIP Trunking on Your Horizon?
White Paper Is SIP Trunking on Your Horizon? Sue Bradshaw, Technology Writer This white paper from Integrated Research discusses how understanding your call flows, PSTN trunk capacity and usage today will
More informationHow to Choose a Managed Network Services Provider
How to Choose a Managed Network Services Provider 6 Best Practices to Ensure a Thorough Evaluation Get Started Now: 877.611.6342 to learn more. www.megapath.com Could Managed Network Services Be Right
More informationLegal Services. Solutions
Legal Services Solutions Making a case for more efficient business communications Legal services providers have unique, dynamic requirements that demand more than a one size fits all approach to business
More informationIBM Tivoli Service Request Manager
Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate
More informationWhite paper: Multi-vendor IP telephony management: challenges and solutions
White paper: Multi-vendor IP telephony management: challenges and solutions May 2007 By Integrated Research An increasing number of enterprises are faced with the challenge of supporting and maintaining
More informationUnified Communications: Comparing Cisco and ShoreTel Solutions
WHITE PAPER Unified Communications: Comparing Cisco and Solutions Side-by-side comparison is conclusive: unlike Cisco, s all-in-one UC solution is designed to deliver lower total cost of ownership (TCO).
More informationSolutions. Unified Communications Answering the Call for Greater Collaboration and Productivity
Solutions Unified Communications Answering the Call for Greater Collaboration and Productivity Unified Communications The typical user can save up to 30 minutes a day by being able to manage their voicemail,
More informationMARKET BRIEF Plug and Play: Managed IP Telephony
MARKET BRIEF Plug and Play: Managed IP Telephony Sponsored by: NEC William Stofega September 2006 IP TELEPHONY: BENEFITS AND CHALLENGES Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200
More informationDesigned For Market Requirements
Enterprise SIP Designed For Market Requirements Enterprises can combine XO Enterprise SIP with ANY MPLS IP-VPN or Data Network (even from another carrier) for an all-in-one, multi-site IP communications
More informationTicket Management & Best Practices. April 29, 2014
Ticket Management & Best Practices April 29, 2014 Trouble Ticketing System Objectives CURRENT STATE Assumption: Network Operations Centers are governed by two principles 1. Pursuit of excellence in customer
More informationA trusted support resource can help you drive growth and innovation. Maintenance and technical support services from IBM
IBM Global Technology Services A trusted support resource can help you drive growth and innovation. Maintenance and technical support services from IBM A PROACTIVE APPROACH TO INFRASTRUCTURE SUPPORT YOU
More informationwww.nectarcorp.com CASE STUDY
www. CASE STUDY CASE STUDY As one of the most well known media companies in the US, Clear Channel operates several divisions including media, entertainment and outdoor advertising. Clear Channel s Outdoor
More informationW H I T E P A P E R T h e I m p a c t o f A u t o S u p p o r t: Leveraging Advanced Remote and Automated Support
W H I T E P A P E R T h e I m p a c t o f A u t o S u p p o r t: Leveraging Advanced Remote and Automated Support Sponsored by: NetApp Brad Nisbet December 2008 Matt Healey IDC OPINION Global Headquarters:
More informationEnsuring IP Telephony Performance Through Remote Monitoring
Ensuring IP Telephony Performance Through Remote Monitoring A By Introduction The advantages of IP Telephony are well-known, among them network consolidation, centralized voice administration, longdistance
More informationIP-PBX for Small to Large Enterprises
IP-PBX for Small to Large Enterprises WHITE PAPER May 2011 Contents Executive Summary Pg.1 IP Telephony An Overview Pg. 2 Matrix IP-PBX solution for Small to Large Enterprises Pg. 4 Benefits of IP-Telephony
More informationPreside. Increasing deregulation in the telecommunications
Portfolio Brief Nortel Networks Preside Solutions for IP Networks and Services Dial Access Management Overcome outsourcing challenges, capture the richness of call details and manage multiple RAS-enabled
More informationFive Hosted VoIP Features
Five Hosted VoIP Features WHITEPAPER: three COST-SAVING voice technology innovations for the enterprise www.megapath.com summary Voice technologies are advancing and converging to meet enterprise demands
More informationInformation Technology Services
Information Technology Services 2011 Services Guide 77 Accord Park Drive, Suite A10 Norwell, MA 02061 (781) 871-3662 A proactive, preventative approach to IT management. System downtime, viruses, spyware,
More informationManaged Voice Services Architecture
Managed Voice Services Architecture Everyone knows the world is going digital and the world of business telephone solutions is no different. Voice-over-IP (VoIP) technology represents the future of voice
More informationAddress IT costs and streamline operations with IBM service desk and asset management.
Asset management and service desk solutions To support your IT objectives Address IT costs and streamline operations with IBM service desk and asset management. Highlights Help improve the value of IT
More informationMITEL. 5000 Communications Platform
MITEL 5000 Communications Platform Today s Hybrid Communications Platform In today s competitive business environment, you understand the need to optimize the performance of your organization by utilizing
More informationMicrosoft Lync Transforms Business Communications
Microsoft Lync Transforms Business Communications September 2012 Prepared by: Zeus Kerravala Microsoft Lync Transforms Business Communications by Zeus Kerravala September 2012 º º º º º º º º º º º º º
More informationWHITE PAPER. Extending the Reach of the Help Desk With Web-based Asset Management Will Significantly Improve Your Support Operations
Extending the Reach of the Help Desk With WHITE PAPER By Mark Krieger, Vice President of Product Development, Edison Numara Software OVERVIEW Today s IT support operations are confronted with the challenge
More informationAn XOP Networks White Paper
Mission Critical Audio Conferencing with VoIP An White Paper i What s Inside EXECUTIVE SUMMARY...2 ISSUES WITH LEGACY MISSION CRITICAL CONFERENCE SYSTEM...3 MONOLITHIC ARCHITECTURE - EXPENSIVE APPROACH
More informationMonitoring An Enterprise UC Environment
WHITE PAPER Monitoring An Enterprise UC Environment Table of Contents 1. Introduction...3 1.1 Definitions....3 2. Why monitor your UC system?...4 3. What can and should be monitored?...6 4. Tool sets available....8
More informationEmpirix OneSight for VoIP: Avaya Aura Communication Manager
Datasheet Empirix OneSight for VoIP: Avaya Aura Communication Manager Perform. Increase visibility and ensure the availability and quality of critical communications systems. Benefits Speed the deployment
More informationThe Broadening of Contact Centers Horizons
The Broadening of Contact Centers Horizons Genesys One Table of contents Why Contact Centers are the Life Blood of Companies?...1 Your Contact Center and You...1 Mapping the Contact Center of the Future...2
More informationWHITE PAPER. www.fusionstorm.com. The Business Benefits of Upgrading Legacy IP Communications Systems. www.fusionstorm.com
WHITE PaPEr: Easing the Way to the Cloud: 1 WHITE PAPER The Business Benefits of Upgrading Legacy IP Communications Systems 2 WHITE PAPER: The Business Benefits of Upgrading Legacy IP Communications Systems
More informationMSP Service Matrix. Servers
Servers MSP Service Matrix Microsoft Windows O/S Patching - Patches automatically updated on a regular basis to the customer's servers and desktops. MS Baseline Analyzer and MS WSUS Server used Server
More informationManaged Services. Enhance Profitability Mitigate Risk
Managed Services Enhance Profitability Mitigate Risk Enhancing Profitability and Mitigating Risk Gone are the days when the mere presence of Information Technology (IT) represented a competitive business
More informationDer Weg, wie die Verantwortung getragen werden kann!
Managed Security Services Der Weg, wie die Verantwortung getragen werden kann! Christoph Altherr System Engineer Security 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 1 Agenda Enterprise
More informationVoice over Internet Protocol (VoIP) in the Hospitality and Gaming Sectors
Voice over Internet Protocol (VoIP) in the Hospitality and Gaming Sectors Jayesh Amdekar Voice over Internet Protocol (VoIP) has emerged as a significant enabling technology and the adoption of industry
More informationMEASURING FOR PROBLEM MANAGEMENT
MEASURING FOR PROBLEM MANAGEMENT Problem management covers a variety of activities related to problem detection, response and reporting. It is a continuous cycle that encompasses problem detection, documentation
More informationEvaluating Internal and Outsourced Models for Network Monitoring
Evaluating Internal and Outsourced Models for Network Monitoring A By Introduction Managing network availability and performance can be a difficult task for companies with limited IT resources and no real-time
More informationHow To Save Money On An Ip Trunking (Ip Trunking)
SIP Trunking The line is virtual. The benefits are real. Savings, scalability, and service for any business What is SIP trunking? In the days before the internet, a trunk was the name for a dedicated line
More informationHow Operating Systems Create Network Efficiency
White Paper How Operating Systems Create Network Efficiency Lake Partners Strategy Consultants, Inc. 1000 Second Avenue, Suite 3600 Seattle, WA 98104 USA 206.428.0300 888.240.6898 www.lakepartners.com
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 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 informationCOMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTERS
COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTERS TABLE OF CONTENTS Are You Paying Too Much Running Your Contact Center?...1 Market Trend: IP Migration Reduces Contact Center Overhead
More informationMITEL. 5000 Network Communications Solutions
MITEL 5000 Network Communications Solutions Today s IP-Centric Communications Platform In today s competitive business environment, you understand the need to optimize the performance of your organization
More informationMotorola AirDefense Network Assurance Solution. Improve WLAN reliability and reduce management cost
Motorola AirDefense Network Assurance Solution Improve WLAN reliability and reduce management cost The challenge: Ensuring wireless network performance and availability Wireless LANs help organizations
More informationHow To Set Up An Ip Trunk For A Business
Charter Business : White paper SIP Trunking: A new voice in communications service WHITE PAPER With the rise of next-generation technology, business customers have more options than ever from providers
More informationEnhanced Enterprise SIP Communication Solutions
Enhanced Enterprise SIP Communication Solutions with Avaya Aura and Allstream SIP Trunking An Allstream White Paper 1 Table Of Contents Beyond VoIP 1 SIP Trunking delivers even more benefits 1 Choosing
More informationThe Business Case for Unified Communications November 2013
Wikipedia s definition of Unified Communications (UC): UC is the integration of real-time communication services, such as: Instant messaging (chat) Presence information Telephony (including IP telephony)
More informationMANAGED TELEPHONE AND INTERNET SERVICES
MANAGED TELEPHONE AND INTERNET SERVICES Managed Business Solutions Market Brief Insert service provider logo here 2001 Nortel Networks. All Rights Reserved. CONTENTS Introduction...2 Managed Business Solutions...
More informationVitalPBX. Hosted Voice That Works. For You
VitalPBX Hosted Voice That Works For You Vital Voice & Data s VitalPBX VVD Hosted PBX solutions provide you with the stability of a traditional telephone PBX system and the flexibility that only a next
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 informationQUICK FACTS. Establishing a Telephony Service Desk System to Enhance Telecommunications Support. TEKsystems Global Services Customer Success Stories
[ Retail, Support Services ] TEKsystems Global Services Customer Success Stories Client Profile Industry: Retail Revenue: $50.7 billion Employees: Approximately 167,000 Geographic Presence: Headquartered
More informationMonitoring, Managing, Remediating
MANAGED SERVICES Packages include: Fault management Troubleshooting & escalation Proactive monitoring WAN status 800# Incident & inventory management Quarterly reviews Managed device database Online dashboard
More informationNovember 2013. The Business Value of SIP Trunking
November 2013 S P E C I A L R E P O R T The Business Value of SIP Trunking Table of Contents Introduction... 3 What Is SIP Trunking?... 3 What Is the Demand for SIP Trunking?... 5 How Does SIP Trunking
More informationThe Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence
How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................
More informationThe Business Value of SIP Trunking
July 2013 US$39.00 S P E C I A L R E P O R T The Business Value of SIP Trunking By Khali Henderson Editor-in-Chief, Channel Partners COMMUNICATIONS Table of Contents Introduction... 3 What Is SIP Trunking?...
More informationIBM Tivoli Netcool network management solutions for enterprise
IBM Netcool network management solutions for enterprise The big picture view that focuses on optimizing complex enterprise environments Highlights Enhance network functions in support of business goals
More informationNew Horizon Business VoIP Services
New Horizon Business VoIP Services IP-based services are more than a view into the future. The power of VoIP is a bright reality of modern business. Let New Horizon chart your course. Voice over IP is
More informationHow To Manage An Ip Telephony Service For A Business
Enabling organisations to focus on core revenue generating activities Your business needs reliable, flexible and secure communication tools to enable better connectivity and collaboration with your employees,
More informationAvoid Network Readiness Risks with The Phybridge UniPhyer
Avoid Network Readiness Risks with The Phybridge UniPhyer Save over 50% of the cost and 80% in deployment time Receive 100% of the features and functionality of a converged network NO COMPROMISES Allocate
More informationProactive Performance Management for Enterprise Databases
Proactive Performance Management for Enterprise Databases Abstract DBAs today need to do more than react to performance issues; they must be proactive in their database management activities. Proactive
More informationSIP Trunking Guide: Get More For Your Money 07/17/2014 WHITE PAPER
SIP Trunking Guide: Get More For Your Money 07/17/2014 WHITE PAPER Overview SIP trunking is the most affordable and flexible way to connect an IP PBX to the Public Switched Telephone Network (PSTN). SIP
More informationBeyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing
WHITE PAPER Contact Center Solutions Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing Executive Summary...2 In a Holding Pattern The Limits of Aging Technology...2
More informationApplication Performance Management
Application Performance Management Intelligence for an Optimized WAN xo.com Application Performance Management Intelligence for an Optimized WAN Contents Abstract 3 Introduction 3 Business Drivers for
More informationHow To Manage A Network From A Single Source Of Power To A Single Network (Networking)
October 2004 Voice over IP Manageability Architecture Matters Comparing the Various Approaches and How They Deliver System Administration In 1996, Gartner Group rocked the IT world with the results of
More informationTech Line. Contact Center Technology Sourcing
The Channel For Industry Information Tech Line By: Brian Hinton, Strategic Contact Is good, fast and cheap a reality? Technology sourcing options have expanded a look at the four key considerations for
More informationEXECUTIVE BRIEFING CONSULTING
EXECUTIVE BRIEFING CONSULTING Submitted By: 4110 North Scottsdale Road, Suite 300 Scottsdale, AZ 85251 EXECUTIVE SUMMARY it1 has developed a set of programs designed to meet the complex needs of organizations
More informationBlackBerry Mobile Voice System
BlackBerry Mobile Voice System Mobile Unified Communications BlackBerry Mobile Voice System (BlackBerry MVS) brings desk phone features to BlackBerry smartphones. Work with one business number at the office
More information