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Digital Experience Monitoring

As digital transformation accelerates, the user experience is becoming a critical priority for CIOs. A growing number of services are being delivered as cloud-based software as a service (SaaS), but 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 give 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.

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How it Works

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 digital experience monitoring (DEM) market was just 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.

Why Digital Experience Monitoring?

Benefits

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

Visibility into the performance of SaaS and cloud services, giving IT teams accountability and responsibility for end user experiences.

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 resulting 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

Martello iQ

Martello iQ is service monitoring and 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 for companies.

Built-in SLA tools to configure specific thresholds for every service.
Consolidates all the disparate monitoring solutions eliminates silos when troubleshooting issues.
Quick MTTR for the optimal end-user experience.

Mitel Performance Analytics

Mitel Performance Analytics (MPA) provides deep insight into voice quality and other metrics of importance to voice system performance. In addition, it 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.

GSX Gizmo

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. GSX 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 actions using Microsoft rich clients, while also testing the network conditions.