Martello BLOG : 2016

 Around the world, our employees are involved in causes and organizations that are important to them. To share in our successes as a company, we decided there was no better way to honour the hard work of our employees than to contribute to the community organizations that matter to them – and the Employee-Directed Gift Program was born. We’re excited to see the ripple effect these contributions will have on our community. Here is the first in a series of posts offering a glimpse into these stories.

Martello Director of Marketing, Tracy King chose the Cochlear Implant (CI) Support Group of Ottawa as the recipient of her employee-directed gift from the company. A cochlear implant is a surgically implanted electronic medical device that replaces the function of a damaged inner ear. This helps a person who is profoundly deaf or severely hard of hearing in both ears to hear.
Martello Employee Gift Giving Program

Four years ago, Tracy was navigating the challenges of hearing loss and facing the prospect of a cochlear implant. Directed to the CI Support Group by her audiologist at the Ottawa Hospital, she attended her first meeting in the hopes of learning more about the surgery, rehabilitation and prospects for improvement in her hearing. What she received from the group went far beyond her initial expectations: “At that time, there were very few environments where I could easily follow a conversation or even understand what was being said”, said Tracy. “The Cochlear Implant group was like a breath of fresh air – what I couldn’t understand through lip reading during the meetings, I could read on the screen because of the real-time captioner at the meetings. The support and encouragement I received at that first meeting convinced me to go ahead with the surgery”.
Martello Employee Gift Giving Program
Since then, Tracy has attended meetings regularly and takes great satisfaction in helping others the way in which she was, through the trials and tribulations of surgery, rehabilitation and learning to live with hearing loss. Recently, the group recognized that it would need to raise new funds in order to continue to offer real-time captioning at their regular meetings. Captioning is a costly but critical requirement for the CI Support Group: “The people attending our meetings have various degrees (or are in different stages) of hearing loss, and it’s important that this be a place where EVERYONE can understand what is being said and share their feelings. The real-time captioning also produces transcripts that are sent to a larger distribution list after each meeting, furthering our ability to help CI recipients in the community”, said Elisabeth Lumsden, who started the group more than 20 years ago after becoming one of the first in Ottawa to receive a cochlear implant.

It’s been proven that diversity brings value to organizations. Whether inside our doors or outside in our community, Martello values and promotes inclusion and full participation.

This past spring, Martello’s fault & performance management software was launched to Mitel’s partner community as Mitel Performance Analytics (MPA). Since that first exciting release, our developers have been hard at work on MPA 2.1, which introduces plenty of new features and functionality that’s anxiously anticipated by our user community.

We can tell you about what’s coming, but there’s no better way to learn what’s next than to ask the developers themselves. Our developers listen and truly understand our customers’ needs to layer on more value with each new release. In this video, developers explain the features they have created and how they’ll improve the way our customers monitor and manage the performance of Mitel business communications networks. From Co-op students to our senior software architects, every developer here at Martello works on features and functionality that have a direct and positive impact on our customers.

Service QualityIn the years since Mitel first introduced its fault & performance management offering to enterprises, channel partners and service providers, the importance of service quality has grown. Increased adoption of cloud communications and growing network complexity means that proactively managing performance is now a strategic requirement. We looked at some performance management use cases to demonstrate just how service quality can impact your business.

Use Case #1 – Find the Network Problem Faster

Pomperaug District School Board was experiencing choppy audio and echo on calls. Partner Total Communications had difficulty emulating and identifying the source of the problem over a 6 month period. After deploying Mitel Performance Analytics, the problem was identified – a faulty switch. Within a week of using MPA, the problem was resolved.

While a voice quality issue may look like a Mitel problem, it typically isn’t. That’s why MPA monitors the entire network – from Mitel MiVoice Business to routers, switches and servers. 24/7 monitoring identifies problems, while alerts, testing tools and remote access ensure you can identify the source quickly – often before the user is impacted.

Use Case #2 – Avoid Lost Revenue

Mitel Performance Analytics monitors the connectivity status of handsets connected to MiVoice Business and Mitel Border Gateway. The use case that drove this feature came from universities: they had a regulatory requirement to ensure an always available landline in student residence, in case of emergencies. Customers like Carleton University have taken advantage of this feature to help ensure student safety.

However, universities and retail customers have found another advantage of this capability. During busy periods like the holidays (retail) or fall registration (universities), these businesses are vulnerable to significant revenue loss if a disconnected phone goes undetected. This feature has saved thousands in lost revenue.

Use Case #3 – Avoid Performance Problems that Come with Growth

Rapid growth can create performance and reliability problems on a network. More users on a system creates greater strain on available bandwidth and services, and it’s often difficult to predict what resources will be needed, and when. Mitel itself provides a great example of using Mitel Performance Analytics to manage growth successfully. Following an acquisition, the company’s network grew from 1,800 to more than 5,000 users. By monitoring digital and SIP trunk utilization, MPA gives advance warning when more licenses are needed and when it’s time to add more trunks. This can prevent quality issues and downtime that can occur if the system begins to run over capacity.

It’s no longer enough for partners to deliver reactive performance management. Proactive service quality can positively impact your customer’s bottom line.