Making Quality an integral element of the hosted VoIP, IP Telephony experience, even when the network is not owned by the hosted service provider
Many businesses and government agencies rely on the low cost, flexible delivery model and simplicity of hosted VoIP or IP Telephony service providers to deliver and support their real time communications needs. Hosted VoIP or IP Telephony services have also been proven to be effective in managing the transition from circuit to packet switched services, particularly for organisations without the desire, budget, engineering skill or IP know-how to manage their own migration.
The power in the implementation is that the customer need only deploy IP phones to users, even in their remote or home offices. When powered up, IP phones confirm their authentication and get their configuration information from the hosted service provider’s softswitch over the IP network that joins peer IP phones, application servers such as voicemail and conferencing servers and a network of public telephone network gateways that could be and often are anywhere in the world.
In most implementations of the hosted VoIP or IP Telephony service provider business, at least some portion of the network is not within the control of the hosted service provider, yet they are often held accountable for the end-to-end quality of experience, regardless of where any problem might actually reside. Local cable companies, broadband wireless companies, carriers or DSL service providers can provide the physical access requirement, third party service providers can provide the public telephone network gateway services, and the person that the customer is calling may be on another service provider's network.
The operations engineers of hosted VoIP service providers use the Psytechnics Experience Manager to monitor session-by-session service quality, quickly identifying the causes of poor VoIP service quality enabling accelerated corrective action. This may include working if necessary with the customer’s IP network staff, the third party access service provider or the gateway service company. The hosted VoIP service provider can use the comprehensive reporting capabilities to prepare and present summaries of recent problems and service recoveries to the client, which helps make the hosted service provider a trusted network management service provider for the enterprise account.
Psytechnics enables a more consistent user experience
Given the complex environment of typical hosted VoIP or IP Telephony service provider implementations, winning customers and continuing to earn customer business often means demonstrating the skills and benefits of a consistently high quality user experience, every day, every call. That's why leading service providers rely on the Psytechnics Experience Manager to provide a real time window into the quality of experience and information on the performance of the service, even over networks that the service provider does not necessarily control. The Psytechnics Experience Manager solution provides a comprehensive capability to measure the user experience, predict the systematic and irregular operational faults that contribute to poor experiences and train the network engineers to act in ways that solves the problem, the first time.Hosted service providers using Psytechnics Experience Manager get:
| • | Consistent, high quality of service regardless of the complex environment |
| • | Highly accurate service performance reporting for proof of quality and confidence in project acceptance, accelerating time to revenue |
| • | Cost avoidance by reducing the time to identify and resolve call quality issues |
| • | Continuous service improvements with ongoing monitoring and proactive alerting of IP voice and video quality issues within the infrastructure |
Being able to continuously monitor service quality, regardless of network ownership boundaries allows the hosted VoIP service provider the ability to make Quality of Experience a high priority and even a powerful service differentiator. Being able to continuously monitor service quality, regardless of network ownership boundaries allows the hosted VoIP service provider the ability to make Quality of Experience a high priority and even a powerful service differentiator.
Psytechnics reduces user-affecting VoIP or IP Telephony quality defects
As reported in the Brockmann & Company report, When Quality Counts which surveyed the experience of 200 business users, defects such as garbled speech, background noise, unexpectedly dropped calls, audio delay and half-duplexing are frequent problems that are exacerbated by ineffective or no response to network and application faults. Hosted service providers using Psytechnics Experience Manager are uniquely positioned to detect, diagnose and remediate problems to reduce the frequency and severity of call quality defects, earning the highest praise from operations staff and the highest satisfaction from users.