Author: Robin Gareiss, President & Founder
As new ways to communicate and collaborate emerge, so, too, does complexity of managing and troubleshooting the technologies. Emerging applications for both enterprise communications and the contact center must work flawlessly to provide a stellar customer experience and maintain employee productivity. Not only is it imperative to effectively manage voice, collaboration, and contact-center apps, it’s also crucial to gain insight into performance of the underlying networks and associated call control and signaling enabled by Session Border Controllers (SBCs). Tools that provide insight into app and network performance give a more complete picture for quick problem identification and resolution.
IP telephony and UC platform vendors offer tools that deliver performance data. The problem, though, is they typically apply only to that platform. Further, those vendors have expertise in the platforms themselves, not necessarily management and monitoring tools. What’s more, the root cause of issues can originate in a variety of places (i.e., networking equipment, trunks or circuits, handsets or clients, call servers, etc.) and involve various companies (i.e., communications service providers, platform vendors, application vendors, etc.).
IT leaders are adding third-party management and monitoring tools to their arsenals to improve efficiency in a multi-vendor, multi-faceted communications environment. This report examines the financial benefits of one of those tools, Oracle’s Enterprise Operations Monitor (EOM), which provides monitoring, troubleshooting, and analysis of real-time applications and associated network infrastructure. Through interviews with 10 companies, Nemertes has identified and measured the following benefits:
Across all metrics, companies using EOM reduced Mean Time to Repair (MTTR) by 65%. No companies increased staff after deploying the tool, but several reduced staff because of the automation and information available. On average, they reduced the number of FTEs managing IP telephony and UC by 35%, typically reassigning them to other functions or reducing through attrition. Three-year ROI ranged from 338% to 627%.
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