Is DEM the New Secret Weapon for Telecom Resellers?

Digital Experience Monitoring

To improve the user experience, you need to measure it.

In our current ‘work from anywhere’ world, the user experience has become a critical priority for CIOs. With a growing number of services being delivered as cloud-based software as a service (SaaS), infrastructure and operations (I&O) teams lack visibility and control of the user experience. Digital business initiatives can only be successful if the user’s experience is a good one.

Martello’s digital experience monitoring (DEM) solutions provide I&O leaders the tools to understand and improve the user’s experience of key cloud collaboration and productivity solutions, such as voice and video conferencing – dramatically improving the users’ overall experience.

How Does Digital Experience Monitoring Work?

From network congestion, to device malfunctions, configuration problems and broken and missing links, there are a number of things that impact digital experience. As an increasing number of applications and services are being hosted and delivered from public clouds, instead of on-premise data centers, I&O teams lack control or visibility into the components that make up these applications. That’s why the focus of I&O professionals is shifting to the user experience, to ensure timely and reliable access to critical business applications.

Traditional network and application performance monitoring approaches can identify network problems that could impact the performance of cloud-based services, but lack insight into the user experience of these cloud services. Martello’s digital experience monitoring (DEM) solutions provide deeper insight by correlating data on network and application performance with insight into the user’s experience of the service. While other DEM solutions can make this connection between performance and user experience, Martello takes this a step further, demonstrating to enterprises why the problem happened.

Even though the DEM market has been recently defined by Gartner, Martello has been operating in the DEM market for many years. Mitel Performance Analytics (MPA) provides both synthetic transaction monitoring and real-user monitoring for Mitel Unified Communications, which are critical capabilities for a solution to be considered a DEM solution.

The ability to combine data about user’s digital experiences with other monitoring data such as network performance data provides explanations for why users were having a poor digital experience. For example, high packet loss on a branch office network appliance can explain why users in that branch office may be getting slow page load times in Microsoft SharePoint Online. Martello iQ is able to perform this analysis.

EMA Report: Martello Powers Microsoft 365 Service Excellence

Martello DEM puts IT teams in control of the Microsoft 365 user experience, delivering significant cost savings and productivity gains.

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Why Digital Experience Monitoring?

Key Benefits

Optimized end-user experience through increased visibility into application availability and performance.

Better visibility into the performance of SaaS and cloud services, providing IT teams the tools to help them manage the end-user experience.

Increased employee productivity and satisfaction resulting in a deeper understanding of business impact, leading to better ROI.

Improved end-to-end network monitoring strategy that provides a 360-degree view with efficient root cause analysis.

Proactive monitoring and quicker troubleshooting results in reduced help desk support tickets.

Ability to identify baseline end user experience to better define Service Level Agreements.

By 2023, 60% of digital business initiatives will require I&O to report on users’ digital experience, up from less than 15% today.

Gartner, Market Guide for Digital Experience Monitoring, Federico De Silva, Sanjit Ganguli, Charley Rich, 5 September 2019

Digital Experience Monitoring Solutions

Digital Experience Analytics

Visualize the digital user experience to fix problems and meet service level agreements. Martello iQ is a Digital Experience Analytics platform that brings together metrics and events from multiple monitoring, IT services management, business applications tools into actionable dashboards. Accessible from anywhere from any device, iQ presents a unified view of the infrastructure that supports critical business services that could impact end-user experience

Built in SLA tools to configure specific thresholds for every service
Consolidates all the disparate monitoring solutions eliminating silos while troubleshooting issues
Root-cause analysis for a quick MTTR for the optimal end-user experience

UC Performance Analytics

Ensure remote collaboration and communication tools work when you need them. Mitel Performance Analytics (MPA) provides deep insight into voice quality and other metrics of importance to voice system performance. In addition, MPA monitors 3rd party systems and hardware for complete end-to-end monitoring and correlation of performance issues to network problems.

Built in synthetic transaction monitoring alerts network administrators
Measures the end-user voice quality to evaluate the call quality of each and every end-user

Active Microsoft 365 Monitoring

Monitor and improve the user experience for Microsoft Teams and other Microsoft 365 applications. To understand the service quality you are delivering to your sites and business lines, you need a Microsoft 365 monitoring tool that continuously tests the user experience, from where your users are located. Martello Gizmo is the only Microsoft 365 monitoring solution to measure the health and performance of your hybrid architectures.

See your route to the cloud affects the end-user experience, site by site
Performs synthetic transaction on Microsoft Exchange, SharePoint, OneDrive, Teams and Skype and actions using Microsoft rich clients, while also testing the network conditions