SLA Management is a natural outcome of Psytechnics Experience Manager deployments
A common challenge for managed service providers, hosted VoIP service providers or internal IT organizations is SLA management such that you can prove that services were performed at or above the agreed upon level to themselves and more importantly, to the customer paying the bill.
As more enterprises outsource part or all of their IT and applications infrastructure they need SLAs with SLA management practices that are relevant to the service execution and to many users of that service. Historically, SLAs were based on the output of the operations and management tools in place, which were typically network statistics. Sadly these were often not particularly relevant to the operations of a call center that measures its performance in terms of uptime, busy hour calls handled and revenues per agent hour.
Today, SLA management means asking and answering the question: how can the SLA management align with a definition of a reliable and high quality VoIP communications service for customers?
Psytechnics contributes to SLA management
Extensive capabilities for identifying, analysing and remediating problems affecting users' real time VoIP and IP video communications services are integral to effective SLA management. Service groups responsible for SLA management appreciate the Psytechnics Experience Manager's:
| • | Detailed and accurate real time call visibility, for each and every call provides a unique call-by-call, device-by-device, or aggregate view on service performance |
| • | Service differentiation and upsell opportunities can be identified and are based on real time, accurate service performance measurement and reporting |
| • | Pro-active service level monitoring enables problems to be recognized and rectified before they become service affecting |
| • | Objective view of before and after service quality state for project signoff or contract renewals for new sites, upgrades, or on-going SLA management |
| • | Highly accurate service diagnostics significantly reduces MTTR |
| • | Ability to pin point the service or the service provider that is at fault, eliminates problem call 'bounce-back' |
| • | Flexible reports provide detailed service quality metrics, usage reporting and frequency analysis |
Psytechnics ties service performance to Quality of Experience
SLA management depends on quality, real time service performance data that must be made relevant to the user and especially relevant to the users Quality of Experience. The Psytechnics Experience Manager is particularly well suited to generating reports based on real time measurement of every VoIP or IP video session so that an understanding about how the average users’ experience has evolved over the life of the SLA management period, how the worst users’ experience has evolved over the life of the SLA management period and how the best users’ experience has evolved over the life of the SLA management period.Detailed reporting on alarms, troubleshooting performed and narratives based on the service entries of support engineers can be compiled and made available for review.
These extensive SLA management capabilities inherent in the Psytechnics Experience Manager create the highest levels of confidence in the processes and practices of support professionals, in the users they support and in the VoIP and IP video communications services they use every day.
