Controlling IT support cost for VoIP and IP video conferencing
The business case for implementing Psytechnics Experience Manager is often one of reducing IT support cost for real time services including both VoIP and IP video communications services. There are three specific areas of IT support cost reduction that occurs with the introduction of Psytechnics technology in a customer environment.
Firstly, the volume of support calls into the support call center is reduced
Suppressing the volume of support requests can result in a call center workforce reduction, or reduction in overtime that is often required to interact with users, particularly as communications systems and infrastructures change, are upgraded or introduced.Lower volumes of support problems occur because the distributed real time data capture architecture and predictive algorithm of the Experience Manager identifies and prioritises those problems that cause the most severe lapses in quality user experience. An initial focus on these issues builds confidence among the support team that the Experience Manager and its workflows really help, but more importantly it prioritises the application of engineering resources (if necessary) onto problems before the user calls in their support issue.
Secondly, VoIP and IP video quality problems are resolved quicker
The Experience Manager enables a proactive analysis that triggers support events complete with pinpoint diagnosis enabling faster corrective action. Much of the trial and error guesswork with previous workflows and problem solving processes have been replaced with insightful recommendations with specific remedial actions.
Faster problem resolutions lead to the opportunity for better training, less stress for level 2 support teams, less overtime and higher employee satisfaction among critical engineering roles. With Psytechnics Experience Manager, issues are supported with real time diagnostic data and engineers are no longer required to use trial and error to see doing something fixes the 'strange' problem. Logical analysis with useful engineering tools reveals that VoIP and IP video problems are subject to the laws of physics and not on witchcraft.
Thirdly, Third party trouble tickets don't bounce back
Many customers choose the Psytechnics Experience Manager because of its ability to support service end-to-end, regardless of the boundaries of ownership. That often means analysing traffic and networks that the support team does not have responsibility or control over, yet the third party service provider's gateway is causing the echo, that other ITSP's router is dropping packets.Because of the positive and well-deserved reputation of the Psytechnics, customers are able to tell their service provider help desk professional details about the service provider's equipment performance that the service provider cannot later refute, but merely need to confirm and then take corrective action. The customer is able to confirm that the corrective action taken by the service provider actually satisfies the error condition or not.
Oftentimes this corrective action does solve the problem. Of course, if it doesn’t then the service provider support professional will need to escalate and the customer should expect more expert engineering skill to be brought to bear on the problem.
IT support costs can fall as much as 90%
This comparison shows costs gathered for an enterprise customer with approximately 20,000 phones using Psytechnics Experience Manager. The operational cost for Incident Management and Service Improvement was reduced by 90%. As well as manpower savings from unnecessary call escalation and subsequent call 'bounce-back', considerable savings were derived from improved operational efficiencies using the diagnostic and root cause capabilities of the Psytechnics Experience Manager solution payback was achieved in less than six months.
