In a recent MarWatch Feature Update Webinar, we were asked what types of monitoring MarWatch provides for MiContact Center. Here’s a primer on how to understand the MiContact Center performance monitoring that’s provided by MarWatch.
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Martello recently acquired French software development company Netvitesse. Like Martello, Netvitesse develops solutions that help Mitel customers & partners manage their unified communications (UC) solutions more effectively.

We’re in the business of simplifying complex UC networks, with software that detects and addresses performance problems to prevent downtime. This move allows us to offer Mitel customers a ‘one-stop’ approach to fault, performance and configuration management.

Configuration and identity management tools will bring new functionality to Martello’s offerings. For example, the Martello France team isMartelloEuropeNA working to integrate its single sign on (SSO) capabilities with MarWatch, for automatic login to remote systems.

As Mitel’s product portfolio has expanded to integrate Aastra offerings, we’re pleased to move forward with a significant Martello presence in the key European market. Our MarWatch 5 platform will support this expanded portfolio, starting with the MX-ONE in 2015.

Stay tuned as we move forward as one team, working in two important regions – Europe and North America. We’re off to a great start – more than 1,000 accounts around the world use our products, monitoring and managing more than 5,000 devices.

As a trusted advisor, you’ve recommended a Mitel unified communications (UC) solution that meets the unique needs of your customer – whether premise-based, cloud-hosted or hybrid. With the customer now enjoying the benefits of a modern communications infrastructure, what steps have you taken to ensure the reliability of this investment? Consider 3 common mistakes when it comes to the management of UC service quality – and how to avoid them.
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Much has been said lately about the impending death of premises-based unified communications, and the growth of cloud-hosted solutions. Infonetics’ annual business cloud VoIP and UC services report forecasts cloud-based UC revenue growth of 13% this year, following a 20% increase in 2013. While premises-based UC dominates today’s installed base, its growth forecast is flat, with only a .01% revenue increase expected this year. By 2018, Infonetics expects a worldwide cloud PBX and UC market of $12 billion, with 62.6 million seats in service.

There are plenty of good reasons why cloud-based UC appeals to organizations – starting with the pay as you go model that reduces capital outlay. Just as appealing to corporate IT departments is the chance to relinquish responsibility for managing and supporting a growing network of PBX hardware and software. As David Michels notes in Premises-Based UC Is Over: “UC complexity has spread like a cancer across IT. To troubleshoot a call, the modern telecom/IT professional is expected to be savvy with a series of UC applications, firewalls, SBCs, SIP, IP, virtualization, VLANs, wireless, and more”. By moving to the cloud, organizations shift the burden of support to cloud service providers.

So, for the corporate IT department, life gets easier with the adoption of cloud-based UC. For the cloud service provider faced with managing these complex environments, there is both opportunity and threat. Those who manage this complexity successfully get an edge on their competition – but it’s not an easy task, and poor service quality drives customers away quickly.

Tools that help service providers deliver UC service quality more easily are gaining traction amongst cloud-based service providers. Software offering actionable data on problems that can impact service quality, delivered in real-time, makes the service provider more proactive in preventing service quality degradation. Offloading much of the work of monitoring and pinpointing the source of a problem to software like MarWatch is a better use of service provider resources and delivers better outcomes.

A recent study on Johns Hopkins Hospital addressed the rising alarm rate (a whopping 350  alarm conditions per bed, per day on average) in hospitals, and the dangers resulting from ‘alarm fatigue’ – the desensitization of staff to alarms. Alarm fatigue in hospitals has resulted from too many monitoring devices, alarm thresholds set too low, duplicate alarms and false positives.

What does all of this have to do with IT? Though lives are typically not in danger from a missed alarm in IT, alarm fatigue can negatively impact productivity. An array of multi-vendor devices generate alarms – often with little user control over alarm conditions or prioritization of alarm severity.

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