Communications as a Service (CaaS) Featured Article

IR Prognosis Delivers Complete Visibility of Cloud-based Unified Communications

September 01, 2015

A communications solution no longer means a landline phone providing just voice. Today it is all about omnichannel. In short there is a growing requirement that organizations deliver SMS, chat, conferencing and more to the personal mobile and other computing devices of their employees, customers, partners and vendors. Not being able to address all of these channels means missed opportunities. However, as enterprises move to real-time omnichannel solutions monitoring them becomes an essential component of the deployment.

In this regard a new comprehensive suite of experience management capabilities for monitoring unified communications (UC) from performance management company Integrated Research (IR)is noteworthy.  IR’s Prognosis for Unified Communications (News - Alert) has been released to help organizations implement cloud-delivered communications with Microsoft Office 365.

Office 365 and Skype (News - Alert) for Business integrate a wide range of solutions that can be accessed anywhere and on any device as part of a cloud-delivered UC platform. With tens, hundreds or thousands of employees as part of a deployment, having complete visibility of the network, applications and infrastructure through and post transition gives administrators the ability to manage their resources more effectively.

With UC through Office 365, advanced concepts such as Cloud PBX (News - Alert), PSTN Dial-In Conferencing and ultimately PSTN Voice can be achieved. These particular offerings are available from Microsoft’s new enterprise E5 bundle as well as á la carte on top of current Office 365 enterprise bundles. They all need to be carefully monitored.

 “Communications technology leaders and the deployment options they offer can no longer be limited to on-premises implementation; they must be able to handle today’s environment and support these future imperatives of cloud-based and hybrid environments,” said Darc Rasmussen, CEO, IR.

According to the company, with Prognosis (News - Alert), organizations can assess their readiness with a comprehensive ‘current state of communications’ benchmark. This includes a full network assessment to make sure it is ready for an Office 365 deployment. And once it is deployed, it carries a proactive scenario testing and continuous collection of data from the current and future state environment.

The IR Prognosis has a dashboard with a user interface that simplifies the accessibility of real-time visibility of a user’s experience. Based on this information, administrators and support staff can resolve issues while calls are still taking place to ensure continuity.

Benefits cited for Prognosis include:

Deployment – Manage Lync migrations and increase network IQ with cloud-based testing capabilities that simulate user and customer interactions enabling the ability to predict and manage the escalation of complex UC sessions.

Consumption –Deep insights into how users are consuming new UC features. Measurement of the number of IM sessions and Lync calls, document-sharing and video conferencing to enable better network resource provisioning to ensure a quality Skype for Business user experiences.

Adoption – Expand the reach of UC to securely communicate with users, customers, partners and suppliers inside and outside the enterprise firewall.

Customer Satisfaction – Measurable metrics that can be used in a variety of way to increase customer intimacy and loyalty.

The availability of company resources cannot be delayed in today’s environment. When customers, employees and partners need access, it must be there. One way of ensuring it is always there is by using tools that are able to monitor and analyze the applications and infrastructure responsible for making it available. As noted, the IR Prognosis for Unified Communications looks at key metrics and continuously performs tests to ensure your application is performing according to design.




Edited by Peter Bernstein

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