Efficient management of IBM SUT user experience and service levels
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Experience Manager for IBM Lotus® Sametime® Unified Telephony (SUT) Datasheet View PDF - (244 KB) |
IBM Lotus Sametime Unified Telephony (SUT) is making it easier to find, reach and collaborate with others. Psytechnics Experience Manager provides IT organizations with the performance management they need to assure a superior end user experience and maximize the return on the investment.
Delivering a real-time view of service levels and voice quality based on the quality of experience (QoE) of the user, for each and every voice call, Experience Manager complements IBM's Lotus SUT suite with an intuitive, IT process oriented view of call detail for all calls regardless of the source or destination vendor or technology used.
Key Features
| • | Real time monitoring, alerting, troubleshooting and reporting for SUT and multi vendor IP voice calls |
| • | Complements the IBM Tivoli management suite with network mid-point and multi vendor call detail, collating and analyzing call detail enabling service level optimisation and rapid troubleshooting |
| • | Monitoring of IBM SUT client end point data with network and gateway mid-point data from Psytechnics IP Engines provides service management and diagnostic detail to pinpoint source and nature of voice quality issues |
| • | Provides more efficientIT operations and management processes and tools, supporting Level 1 service desk through Level 2/3 support as well as business operations |
Experience Manager delivers targeted analytics, reports and diagnostics on all calls delivering efficient user and service management. Specific diagnostic and support information is presented to support the different IT functions. Information for the Level 1 service/help desk enables them to handle IT users more effectively, acknowledging any problems they face and giving them the information needed to escalate the call to the correct support or resolver group. Detailed diagnostics and analytics are available for Level 2/3 support to enable them to rapidly identify the root cause of problems and deliver a right first time fix, quickly and efficiently. Service level and device performance reports are available for IT operations to monitor overall performance, reactively for SLA reporting, and proactively for problem avoidance.
Psytechnics Experience Manager for IBM Lotus Sametime Unified Telephony
Psytechnics Experience Manager is an IP voice and video service and performance management solution specifically designed to deliver highly accurate, real time voice (and video) service and performance management enabling IT operations and support teams to work more efficiently and proactively. Based on an industry standards approach to voice and video call quality measurement, Experience Manager aggregates and analyses the impact the IP network as well as the application is having on the end user's experience. Experience Manager monitors and analysesper stream IP transport and application data as well as call quality data from the end points to provide end to end, multi vendor monitoring, alerting, troubleshooting and reporting for voice and video call quality.
This call performance data collection, aggregation and management delivers call by call analysis to provide visibility of call quality across complex multi-technology networks including multiple vendors, and service providers. This performance visibility enables proactive monitoring as well as rapid and accurate problem detection and diagnosis.
A web-based management interface provides an instant overview of all calls, including IBM SUT end-point data, and can be used to provide detailed drill-down information for troubleshooting and performance reporting. Alerts are provided when performance drops below user defined thresholds, and reports can be generated on real-time SLA metrics.
Psytechnics Experience Manager reduces barriers to deployment of VoIP/IP Telephony based projects by providing constant assurance of end-user experience, and reducing the costs of managing IBM SUT and mixed-vendor IP telephony environments.
For more information please download the datasheet.