“Marathon Telecom, a machine to machine dedicated mobile operator benefits from Clearway CEM for Microsoft Lyncby empowering our help desk to perform the work normally assigned to engineers. It reduces our risk while providing greater visibility to the business and enables a higher ROI from our investment in Microsoft UC.”
Rony Cohen, Marathon Telecom
This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.Document published October 2010
Business Needs
Forward-thinking enterprises are extending the capabilities of their Microsoft IT platforms to enjoy new business benefits from Microsoft Lync Server 2010, including reduced costs, higher productivity, improved customer service, and revenue growth.
Achieving these benefits requires consistently high quality service levels. Business leaders planning to deploy Lync must be able to show their organizations that their solution will enable transparency to assure quality service levels while reducing support costs.
The Clearway Customer Experience Management (CEM) architecture includes Clearway CEM for Microsoft Lync which is designed to help CIOs accomplish these objectives. Clearway CEM for Microsoft Lync assures “always on” for applications on Microsoft Unified Communications, reduces related IT support costs, and accelerates adoption of Microsoft UC.
Solution
Clearway CEM for Microsoft Lync provides real-time synchronization and aggregation of performance metrics across devices from Microsoft Lync Server 2010. It combines Microsoft UC performance data with other network solutions data.
Clearway CEM’s Hub and Spoke architecture allows flexibility in adding additional sources of data as use of network services and devices increases. Use of specialist software agents eliminates the need for costly specialist hardware.
Clearway CEM for Microsoft Lync is a leading solution for aggregating detailed Geography, Performance, and Support data to enable rapid, intelligent problem resolution. The product’s key related features include:
Easy-to-Use Rich Interactive Dashboard for Support Staff
A Silverlight-based interactive dashboard aggregates and dynamically presents a consolidated view of key performance metrics.
Built-In Rules-Based Knowledge Base System
This system helps define metrics for measuring performance of the enterprise’s end-to-end solution. It allows custom alerts and rules to be assigned to key metrics. The underlying problems that give rise to alerts are clearly defined and the system helps aids the construction of problem resolution scripts for support teams.
Performance data such as Lync Packet Loss Rate and Lync Average Network MOS is supported by information from the Knowledge Base and the integrated decision tree. This means that service issues and adverse trends can be rapidly and efficiently identified and addressed minimizing any business impact.
Benefits
Clearway CEM for Microsoft Lync is an essential enterprise solution platform for diagnosing and resolving Microsoft UC service issues. By providing transparency for Microsoft UC converged network solutions data, Clearway CEM for Microsoft Lync drives the following value:
- Improved Customer Satisfaction
Assures “always on” for mission-critical UC applications and enables definition of customized SLAs for different locations and sets of users.
- Lower Support Costs
Level 1 support team requires less knowledge to resolve complex issues, reducing the need to hire and build highly specialized support teams. - Accelerated Enterprise Adoption of UC
Clearway CEM for Microsoft Lync assures improved user Quality of Experience (QoE) to accelerate enterprise adoption of Microsoft UC— through rapid problem identification and resolution. Accelerated adoption translates into faster realization of UC benefits.
This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.Document published October 2010