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Tech Electronics, Inc.
Mitel Performance Analytics (MPA) has been instrumental in helping us effectively manage our customers' networks. When dealing with complicated network configurations, MPA allows us to see what is happening at the customer site. By partnering with MPA, we have the raw data and facts to quickly pinpoint and resolve network issues proactively - often before our customers are impacted.
After coming on board with Mitel three years ago, we made the decision to start using Mitel Performance Analytics (MPA). At Lloyds IP, we wanted to have as much visibility as possible into our customer sites. With MPA, we are confidently delivering better service - resulting in less calls and fewer emails. We added value to our service offering and have given ourselves an additional layer of visibility into our customers networks resulting in better service quality.
Premium Software Assurance is an easy way to integrate the monitoring, remote access and alert tools in MarWatch with our service operations. The alerting feature in MarWatch is fantastic. We know that problems won't go undetected - which means we can deliver stellar service quality, helping us stand apart in our industry.
MPA is a quite useful tool. We have more than 13 MX-ONE systems monitored, and MPA is key to our proactive maintenance model. MPA also gives us a way to provide key performance indicator (KPI) reports on the entire system to our management.
The proactive support approach we take with MPA ensures that our customer's networks are consistently reliable and we can provide exceptional front-line service. Mitel Performance Analytics gives us the tools to quickly identify, troubleshoot and remotely resolve voice quality issues - often before any users are impacted.
MPA not only gives Sure the tools to proactively manage voice quality and UC performance, but also allows us to prevent future problems from overcapacity by monitoring trunk usage. Martello seeks our feedback and uses it to improve MPA, ensuring our customers’ voice networks operate reliably over time.
Integrated Network Solutions
We’re leveraging MPA more and more…the more we do, the better off all of our customers are. As they are renewing maintenance, I’m encouraging customers to move onto Premium Software Assurance at Mitel, so that we can take full advantage of MPA.
MPA is an essential support tool that allows us to do more with less resources. Text-based alerts allow us to respond to issues before they become bigger problems for our customers, avoiding a call to the help desk. It's a single pane of glass that delivers actionable data on voice quality.
Mitel Performance Analytics has improved our monitoring and management capabilities, compared with Enterprise Manager. We’re more proactive instead of reactive with MPA Plus, with flexible alerting and a single dashboard for visibility into voice quality and trunk utilization.
There’s a wow factor when you can show customers a problem that they wouldn't otherwise have detected. For example, a spike in ping response time on the MPA dashboard highlighted a problem on the provider’s network, leading to faster resolution. The locally installed probe in MPA is a real advantage, eliminating the hassle of getting past firewalls for access to customer networks. MPA reports more performance data, faster than alternatives, for a price that is better than competing solutions.
Chicago Public Schools
Large educational organizations like Chicago Public Schools are looking at the benefits of MPA Plus with the intent of migration from Enterprise Manager this year. After looking more closely at what MPA Plus offers, we believe that this solution will give us robust reporting capabilities plus add analytics for the entire network.
Customers are stickier to us with MPA. Customers are more tech-savvy than ever, and with MPA we have a way to demonstrate quickly where a problem originated, and ensure our first level support techs have it resolved quickly. I can’t tell you how many times it’s helped us. We’ve reduced the cost of support for the on-premise side of our business, by avoiding truck rolls. MPA gives us visibility into customer networks, and tools to resolve problems remotely.
We support large hospital networks, where reliable communications is critical. MPA is the tool we depend on. We know quickly if there's a problem and use remote access frequently to troubleshoot. In fact, the remote access feature also offered us cost savings, eliminating the need for the separate tool we were using. Now we can monitor and troubleshoot from a single MPA dashboard.
The proactive monitoring service, powered by Mitel Performance Analytics protects our investment in leading edge telephony. We know that problems like poor voice quality won’t impact our users, since MPA will help our support partner to address the problem very quickly.
Sunco Communication and Installation Ltd
What initially looked like a MiVoice Office 250 problem was actually a network disconnection. Mitel Performance Analytics easily detected the issue – saving us over $4,000 in replacement. Without too much effort, MPA helps us identify where the problem is coming from so we can quickly resolve it.
Southeastern Telecommunication Services
Premium Software Assurance is now a 'standard' offering for us, because of MarWatch. It's changed the way we deliver service from reactive to proactive - we can stay ahead of problems for our customers. It's really powerful software that makes it easy to identify the most critical network performance problems - and our customers appreciate the simplicity of their own dashboard.
CMC Technology Group
MarWatch is the reason we now recommend Mitel Premium Software Assurance to all customers. In the past, we typically recommended Premium Software Assurance only to customers with mission-critical requirements for 24x7 access to Mitel support. Now, with MarWatch, it’s a key part of our maintenance program for all customers, allowing us to deliver a complete monitoring solution.
Sebasticook Family Doctors
We receive greater value for money with the inclusion of MarWatch in Mitel’s Premium Software Assurance subscription. MarWatch prevents problems on the network from impacting our business. Whether a voice quality or system issue, we have confidence that the tools in MarWatch will ensure service quality isn’t impacted.
It gives us peace of mind to know that if voice quality were to drop, we’ll know quickly, rather than relying on user reports. We also have access to actionable data on the problem, such as jitter, packet loss and latency statistics by call. This data can help us proactively prevent a more serious problem that could impact many users.
Ours is a 24/7 business, so we cannot afford downtime. MarWatch gives us a single pane of glass to manage all of our locations, alerting us to problems quickly and offering insight into statistics and trends.
The Celtic Manor Resort
The Mitel business communications network is critical to responsive guest service, so avoiding downtime is important. MarWatch is a valuable tool, monitoring unified communications systems around the clock, and detecting issues before they can impact service quality.
Remote access helps us address problems or perform routine tasks, without onsite visits. With a growing customer base, this is an important cost saving tool for Arden Telecom. It was also important to us that this capability came with access control and audit logs – so that we could ensure the security of our customer’s networks.
Essential Data & Voice
We now monitor well over 100 devices at any given time and in a variety of locations. We have seen the results of how MarWatch has on more than one occasion saved us time and money, by remotely accessing a site to troubleshoot an issue. When there is an alarm raised, I am notified by email and from wherever I am, I can check on the alarm as long as I have connection to the internet. We not only have the best solution for customers when it comes to proactive network monitoring, but a solution that can grow with our customers.
In a geographically widespread network, there are multiple components, including different ISPs and internet connection types. That makes it more difficult to know what is causing a problem. With MarWatch, we can isolate an issue more specifically to the right location or ISP, and access these locations remotely. The MarWatch solution helps us be proactive and address issues before they can cause downtime for the customer.
As a small business, we do not have the larger resources of most companies in our industry. Therefore, a solution that allows us to be proactive helps mitigate the resource demands that are placed on us. MarWatch allows us to proactively plan events based on factual data,which is less intrusive, mitigates risk and can be better executed with fewer people. All of which represents a significant step up in service for our clients and allows us to offer greater value for money.