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Today’s IT departments face a laundry list of challenges as they manage increasingly complex network communication systems. In a complicated labyrinth of servers, switches, routers and firewalls, many network managers can feel that they are working in the dark – scrambling to fix issues and trying to pinpoint and then resolve problems. Using a fault and performance management tool like Mitel Performance Analytics (MPA), network managers get around the clock monitoring of their Mitel systems and the surrounding network infrastructure. Some of the top network management challenges facing IT departments are easily addressed with MPA’s fault and performance monitoring capabilities.

Be A Service Quality ‘Superhero’

Users increasingly expect reliability and demand exceptional service quality. Firefighting network issues identified by dissatisfied end users eats into valuable IT resources and leaves your team scrambling to resolve problems which may have gone unidentified for days or weeks. Using a tool like MPA ensures you can proactively detect and address service quality problems BEFORE the end user is impacted, giving your IT department the gold star it deserves as they are able to quickly pinpoint and resolve issues or even avert them all together.

 Dive In To Resolve Issues From a Distance

Managing and supporting a large unified communication network that includes many remote offices is like keeping your eye on hundreds of complicated, moving parts. Between multi-vendor routers, firewalls, switches, servers and multiple ISPs, there are a lot of things that can go wrong. Problems crop up – when it does, troubleshooting the issue is frustrating, time consuming and can often involve sending in a team to work on-site – skyrocketing your costs to resolve the issue.

Monitoring with MPA generates alarms that warn of any impending network issues and are delivered directly to your device of choice, reducing your problem-to-resolution time and averting potential network downtime.  An alert comes in? No problem, with secure remote access, your team can quickly troubleshoot and resolve the issue, eliminating the need for costly onsite repairs. You keep your department costs in check while delivering exceptional service quality – it’s win, win.

Put Your Feet Up With Advanced Operation Capabilities

We’ve all had to do it, a network update is required or a new device needs to be added – your IT department laboriously goes through making the changes not only to headquarters but also your remote offices – it’s a time consuming effort and can be both error prone and resource intensive. MPA eases the management of large, multi-node networks with scheduled or on-demand operations like backups and SMDR collection. Whether you’re scheduling operations for one or one hundred devices, MPA makes it simple. Provisioning of many devices for monitoring by MPA is similarly simple, with device discovery. MPA scans the network for new devices which speeds the initial set-up process.  Configuring new devices in bulk is easy and ensures more efficient provisioning.

Large scale network management has many challenges – today’s IT departments face tight budgets and increased user demands. Using a fault and performance management tool like MPA eases these pressures, delivering an improved end user experience and giving IT professionals the tools to manage networks from a proactive position instead of reactive.

Mitel Performance Analytics Infographic

Voice Quality IssuesGetting to the Root of Voice Quality Issues – The Answer is in the BIG Picture
A call comes in, and a frustrated end user is complaining of persistent echo on their line and threatening to move their business to another provider. Instantly, panic sets in as the IT team scrambles to find the source of the issue and cobble together a way to replicate and test the problem that could have been going on for days or weeks.

As administrators deal with voice quality issues, they are often reacting to problems that have already been identified by end users instead of proactively managing the network. Using a fault & performance management software like MarWatch or Mitel Performance Analytics (MPA), not only can you easily troubleshoot and resolve voice quality issues remotely, you can also take steps to prevent these problems from impacting your users in the first place.

Active Testing Tools
When using a fault & performance management tool like MarWatch or MPA, testing tools like Ping, Traceroute, iftop, MTR and DNS Lookup include raw data that will easily identify where the problem occurred. Latency is often tested using a ping test and jitter is measured by doing a traceroute test. Ping and traceroute tools also include response time for even better insight into latency and congestion problems. When some packets take too long to arrive, there is no established queue so the missing or late packets will simply be dropped from the conversation, resulting in choppy audio. Active testing tools include a voice quality graph that shows quality ratings by call which can then be broken down further to calls per hour, day, week or month. Detailed data points on the voice quality graph will bring you to additional data that includes the R-factor value, IP source, IP destination, the codec being used as well as any delay, jitter or packet loss per call.

Libro Credit Union Voice Quality

Libro Credit Union – Voice Quality is Key to Exceptional Customer Service
For Libro Credit Union, delivering impeccable customer service and reliable, high-quality voice communication is critical to their success in a crowded and competitive field. Leaving nothing to chance, they paired a Mitel MiVoice Business solution with the MarWatch fault and performance management software allowing them to identify voice quality issues before they impact their customers. Now, Libro is able to access detailed data on voice quality so that they can quickly and efficiently identify the source of a problem making it easy for them to find and fix problems on the network.

Read the Libro success story.

More and more organizations are moving to the cloud, and this shift presents new challenges for support partners. As network complexity grows, delivering reliable performance is more difficult. To deliver the industry’s best service quality organizations need to know what is happening on the network but the Find and Fix Network Problemschallenge for IT administrators and service providers is to find and fix problems on the network. Quickly pinpointing issues and troubleshooting voice quality problems is time consuming and costly – fortunately, Mitel partners have a network management solution that provides deep visibility into both the Mitel and multi-vendor components of the network.

Every day, your business communications network produces valuable data that can help you deliver better performance to users.  Mitel Performance Analytics (MPA) monitors your network and gathers data while providing the tools organizations need to proactively detect and address issues.  As your organization uses MPA, it builds a repository of data and information about your network and turns this data into a valuable asset for your business.

Analytics: from Reactive to Proactive

As you monitor your network, you collect data that in turn provides a clear picture of network functionality.  The only way to deliver consistently high service quality is by monitoring the whole network. Analytics takes the ‘guesswork’ out of network management because you:

  • Know when there’s a problem
  • Can find the source of the problem
  • Fix problems before they affect the user
  • Know how services are being used
  • Know actual and perceived quality of service

If you are monitoring for voice quality you are only seeing a small part of the bigger picture. When you combine network AND unified communications management you are able to ensure complete fault & performance management of Mitel solutions and the surrounding infrastructure. With analytics you change your behavior from reactive to proactive.

Infographic: Better Data, Better Decisions – See Mitel’s infographic on why the cloud is making service quality management a strategic requirement.

Video: Analytics in Action
See how Analytics transforms performance data into a business asset.

At Martello we were proud to open our doors for Karen McCrimmon, MP for Kanata-Carleton who was announcing on behalf of the Honourable Navdeep Bains, Minister of Innovation, Science and Economic Development that Martello had received $750,000 in funding from the Canadian government. Martello received the funding through the Federal Economic Development Agency for Southern Ontario (FedDev Ontario)  Investing in Business Innovation (IBI) Anniversary Post Word Cloudinitiative which provides support to help business grow and prosper with mentorship opportunities and financing.  The goal of the initiative is to support Ontario start-ups as they create competitive, leading-edge products and help them expand their global footprint. Entrepreneurs and high-growth businesses are critical to the success of southern Ontario and the intent of the IBI initiative is to foster a more competitive economy. For Martello, receiving support through funding initiatives like IBI increases the potential to thrive and helps develop partnerships with business and investors that will drive us to become market leaders.

With the Martello offices located in the heart of Kanata-North, we have access to an exceptional pool of skilled and talented employees. At Martello in the past few years we have worked hard and experienced huge growth. Starting with less than 10 employees and pegged as a ‘start-up to watch’, we now have over 2,000 deployments of our MarWatch software-as-a-service (Saas). We’ve tripled our Kanata office footprint to accommodate the growth, and together with offices in France and the US, we now employ close to 30 employees.  With this injection of funds from FedDev Ontario we’re scaling up, hiring employees with a highly technical skill set – with a focus on skilled Science, Technology, Engineering, and Math (STEM) jobs. In fact, we’ve already created seven new positions as a result of the IBI funding.

Anniversary Post Word CloudGoing global is critical to our successful growth. By accelerating the development of our SaaS, this investment also allows us to expand our reach into new global markets. We are currently working in 20 countries around the globe and the funding from FedDev Ontario has had a direct impact on the expansion of our current export markets.  Because of the support that we have received from the Canadian government we are seeing traction in countries we had previously not done business with including Israel, Brazil and Singapore.

To remain competitive as a SaaS start-up, you need to deliver innovative products that solve a problem and you can only do that by hiring the best.  Funding initiatives from the Canadian government, like the IBI, mean that we can continue to create skilled jobs while providing best-in-class products that allow us to expand into new markets.  At Martello we will work hard to continue the momentum, believing in our exceptional team of world class talent and our growth potential as we continue expansion into new global markets.

 

Martello Technologies was founded in April of 2009 so these first signs of spring in Ottawa are always an important time for us to pause and reflect. 2015 was a big year at Martello, seeing us not only gain traction within our community as a company to watch but it also saw us continue to take our best-in-class products to the next level. It has been a year of validation not just for Martello but it has also confirmed that Ottawa and the larger technology community is a growing, thriving place to do business.

Next Level Products, Introducing MarWatch 5.0 and 5.1Anniversary Post Word Cloud
This year we launched our next generation MarWatch platform – a true reflection of the shift in our industry to cloud-hosted solutions. Responsive, flexible and designed to scale quickly for multiple users; it is also now available to service providers as part of Mitel’s MiCloud Business offering. The November release of MarWatch 5.1 added the ability to monitor any device using SNMP and SSH protocols, expanded our Mitel device support to include MiVoice MX-ONE as well as adding incremental functionality to the overall platform. Our customers also continued to find success with our fault and performance management capabilities and we were excited to share the success stories of Libro Credit Union, Angels the Costumiers and CMC Technologies who have all improved their Unified Communications (UC) service quality using Martello technology.

Here We Grow Again
Managing growth is always a challenge in any company and picking the right time and the right place to grow is critical. As we continue to expand Martello, we are hiring the best of the best and 2015 saw us triple our footprint with a vibrant new office space. This past year saw Martello shareholders expand our Board of Directors, solidifying a high-caliber team of business leaders chaired by tech industry leader Terry Matthews.

Well Shucks, You Shouldn’t Have
We hit many milestones this past year at Martello and we were once again excited to gain recognition within our community. In early 2015 we were named Ottawa’s Fastest Growing Company with three-year revenue growth of more than 600% and we were seen as leader of the pack driving SaaS innovation in Ottawa. In December we were honoured to win a ‘Best in Business’ BOB award, another validation of the hard work we are doing here at Martello. The cherry on top of this past year though was Martello being recognized by the Employees’ Choice Awards (ECA) program, which honors companies that recognize employees as their greatest asset.

The Road Ahead…What’s Next for Martello
So what’s next for Martello? Global expansion is on our horizon and every month sees us adding to our global family of companies we are proud to call customers. Mitel’s acquisition of Aastra has expanded our global footprint into countries like Brazil, Israel and Italy, as our software now supports the MX-ONE call control platform. Spring marks the launch of Mitel Performance Analytics (MPA), a solution based on our MarWatch software that replaces the former Enterprise Manager, designed to simplify fault and performance management of Mitel business communications solutions.

Looking back on the past year, it is easy to get caught up in the whirlwind of milestones met and the recognition we received. We continue to believe that our unique technology offering paired with our established reputation allows us to drive growth and continually expand and diversify our offering. At Martello, we continually strive to do better – for our employees, for our shareholders and for our customers. What will the rest of 2016 bring? Stay tuned to find out!

MartelloAnniversary