Psytechnics Experience Manager Solution Hits Milestone of Managing Additional One Million IP Telephony Business Users in 2008
Call quality problems rapidly become service affecting as they have a significant impact on customer satisfaction, potentially a financial impact on service level agreements, and they also increase operating costs due to the increased troubleshooting time and resources needed. Psytechnics has demonstrated that there is strong demand for a more advanced operational solution that gives real time visibility to call quality performance. Should quality thresholds be breached, Experience Manager helps to pinpoint the specific issue and identify and locate the root cause within the network. This proactive approach contrasts to manual troubleshooting of call quality issues in a reactive, fire fighting approach that uses expensive network and engineering resources.
Kelly Westerfield, Director of Network Delivery, IBM Network Services comments, “We had to find a more efficient way to manage IP Telephony call quality. We had to automate what was becoming a very manual, reactive, time consuming and costly process. We had to address this so that we could provide a higher level of voice service to our customers and manage our costs.”
Westerfield continues, “Psytechnics gives us the ability to understand poor voice call quality in real time and then helps us understand what is causing the problem and where. In most cases call quality issues are identified and resolved before the user is aware of it. Without Psytechnics we would only be aware of some types of voice quality issues only when the user reported it.”
Psytechnics European VP Sales, Ravi Pather comments, “The operational and business issues associated with maintaining acceptable call quality for IP Telephony based services are not going away. They remain because users are still complaining of poor quality calls, and current tools do not help operations and support correctly identify and resolve the problems quickly enough. Call quality issues are not being addressed with the current tools from the IPT or the network management software vendors. They have simply not understood the complexities and priorities of real time voice operations and as such their tools do not address this. The fact that many of these vendors typically rely on a simple MOS (Mean Opinion Score) measurement that has little to do with the actual user experience is a great place to start asking some hard questions.”
Pather continues, “Service Providers clearly have to address call quality and customer satisfaction issues, but the operational cost is also now a significant driver. Business driven initiatives such as ‘Right First Time ‘, ‘Customer Experience Management’ and ‘Reduced Time to Repair’ give strong insights into the renewed business priorities and the appetite to address them”. “With Psytechnics’ solutions, call quality issues can typically be diagnosed in 10 percent of the time compared to using existing tools from IPT and NMS vendors”.
The Psytechnics Experience Manager solution, recently named 2008 Product of the Year by Internet Telephony Magazine, provides a solid foundation to speed up the ‘find and fix’ process by providing an integrated solution for the monitoring, alerting, troubleshooting and reporting of voice quality, reducing costs and mean time to repair (MTTR) by pinpointing the nature and source of the problem and directing the correct operational teams to solve the issues quickly and efficiently.
Psytechnics is the leader in voice and video performance management solutions, enabling proactive management of end user call quality, as well as operational efficiency for IP Telephony, IP Video Conferencing, and Unified Communications in fixed, mobile and converged environments.
Psytechnics' Experience Manager is a comprehensive solution for voice and video performance management and troubleshooting, providing real time, objective call analysis that details the actual user experience, presenting accurate results for right first time 'find and fix', making more efficient use of support resources and reducing MTTR. Experience Manager focuses on application specific as well as IP transmission characteristics detecting user affecting factors such as noise, delay, distortion and echo that when combined will determine the users experience.
Psytechnics is a member in good standing of the International Telecommunications Union and has contributed significantly to seven ITU-T standards for voice and video assessment.
Psytechnics' solution is extensively validated against the opinions of more than 500,000 people performing subjective tests in the company's own state-of-the art testing facilities.
Psytechnics' voice and video performance management products are deployed worldwide in enterprise, mobile and next-generation networks, supporting PBX, Contact Centre and TDM replacement programs at enterprises and government organisations, either directly or indirectly through managed services providers and strategic outsourcers.
The company was spun out of BT in December 2000 and has offices in Ipswich, U.K. and Portsmouth, New Hampshire, USA.
Psytechnics is a registered trademark of Psytechnics Ltd. All other trade names, trademarks, and registered trademarks are the property of their respective owners.
Claudia Bate, Skywrite Communications
+44 20 7608 8354
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