Martello BLOG

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 UC 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 Mitel Performance Analytics, 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 Mitel Performance Analytics solution 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.

Mistake #1: Considering Service Quality an Afterthought

Much like preventive health, proactive fault & performance management can seem like another extra cost to avoid – until problems crop up. The risk in this approach is clear – network complexity is increasing, while user expectations for service quality are high. Resellers and service providers that get ahead of service quality and proactively deliver it to customers will win business and differentiate themselves. Those that don’t? They lose business when service quality problems persist for users, or disconnected handsets go undetected. How can you sell fault & performance management to customers? According to Mitel Performance Analytics customer and Mitel authorizedPARTNER MXN:

MXNlogo“The reporting feature of Mitel Performance Analytics recently helped us make the sale to a university. After viewing the reports we can generate from Mitel Performance Analytics– showing voice quality, device availability statistics, alarm trends, and memory utilization over a period, the customer was sold”.

Mistake #2: Sticking with What’s Comfortable – the Break/Fix Model

If your business still runs on a break/fix model of support, it’s time to step outside your comfort zone. While it can be hard to shift the support model away from reactive and telephone-based and towards proactive, email or web-based support, it can be done – and the payoff is significant. As Mitel authorizedPARTNER Maverick Networks says about Mitel :

maverick“It gives us alert and monitoring capacity that we didn’t have before. We now know of issues much faster and can clear them as they occur, making our responses much more proactive versus reactive and waiting for our clients to call us. It’s quickly becoming an accepted add-on that our customers appreciate and want”.

The ability to detect and address problems BEFORE they impact the user means you don’t need an army of technicians to take support calls around the clock. Alerts with advanced filtering ensure that IT staff receive the actionable data they need to investigate issues before they can impact service quality.

Mistake #3: Taking a ‘One Size Fits All’ Approach

We all want convenience, but proceed with caution when using generic monitoring tools that include UC equipment as an option. Suites that monitor absolutely everything on the network can be a huge time-saver, but to truly monitor, manage and accurately plan and predict what’s happening with Mitel UC equipment, resellers need Mitel Performance Analytics. Designed specifically for Mitel equipment, it offers a level of sophistication not provided in other ‘catch all’ software suites. You can’t use a generic networking solution and expect detailed voice quality reports, device and system alarms, or IP handset status monitoring. Of course, Mitel Performance Analytics makes it easier for you by also monitoring a whole range of third-party devices on typical business communications networks – like servers, routers, UPS, and managed Ethernet switches.

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 Mitel Performance Analytics is a better use of service provider resources and delivers better outcomes.