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Renewed attention on managing the financial services VoIP experience

In difficult economic times many businesses get back to basics. In financial services that means a renewed focus on the customer experience. Since customers have so many choices, financial services companies must ensure that when customers interact with employees, they always have a positive experience and especially a positive communications experience. In the financial services industry, VoIP services have played an important role in reducing cost, improving responsiveness but now must enable the highest quality user experience – free from defects and with HD audio performance.

Whether the communications services are managed in-house or outsourced, the financial services organisation must ensure that VoIP or IP Telephony management tools, practices and processes are in place to seamlessly manage the customer and user experience from project inception through to ongoing operation.

Psytechnics has developed a powerful solution that forms the foundation for the IT organizations support of the financial services VoIP requirements. Using a powerful distributed architecture of passive call analysis probes and the Experience Manager, support staff can monitor sessions in progress, in aggregate and in real time to respond with corrective actions, often before the user’s experience is affected.

Psytechnics protects the financial services VoIP experience and leads to business performance

As a critical operations and support staff toolkit, Psytechnics solutions provide:

•	Pro-active service level monitoring and management for VoIP, IP Telephony and IP video conference calls based on the callers actual real time experience
•	Significantly reduced operations and support costs and resource requirements for real time communications services
•	Highly accurate problem diagnosis enabling IT operations and support groups to make the right decision, first time, using the right resource
•	Ability to pin point the service or the service provider that is at fault, eliminating the problem call ‘bounce-back’ associated with external service providers
•	The experience with more than 1 Million business telephony users managed today

High financial services VoIP quality is an indicator of stronger business performance. The Brockmann & Company report, When Quality Counts shows that Top Performers, being organisations with the highest VoIP quality and practices have 19% more revenue per employee, 4 times more customer satisfaction and 3 times more employee satisfaction than Poor Performers being organisations with the lowest quality VoIP communications.

H2: Psytechnics' solutions and experience make a difference in financial services VoIP quality

The IP network supporting the range of modern financial services VoIP and IP video communications is far more complex than the classic circuit switched implementations of the past. The layering of networks – physical layer, switching layer, routing layer and application layer – where each layer has its own operating, addressing, multi-vendor and integration challenges, have reduced costs and greatly increased the throughput and productivity of users but are all contributing to the complexity of the system by raising the risk of misconfigurations, functionality drift and unintended user or application interactions.

Psytechnics are expert in the management of financial services VoIP, IP telephony and IP video services including traditional POTS, VoIP, IP video conferencing and unified communications where our customer experience shows that high quality and high costs don’t have to be related. The Psytechnics Experience Manager solution reduces the cost of support, by greatly accelerating troubleshooting cycles and increasing the accuracy of corrective actions. In one of our managed service provider implementations these two benefits were the reason why the cost per incident fell 90%.

The unique distributed architecture provides support professionals with VoIP service performance visibility that can be viewed on a per stream-basis, on a per call-basis and in real time. This allows the support professional to maintain user satisfaction proactively, correcting issues before they become service quality affecting.

Customers in the financial services industry use Psytechnics Experience Manager to proactively identify and fix problems before they affect user communications.