VoIP & UC BLOG


Improving Managed Services Delivery Processes through Proactive Management

Xerox Business Services, LLC (Xerox) provides IT Outsourcing (ITO) managed services for everything from data centers to desktops to networks to voice to midrange mainframes for Fortune 500 companies. As clients increasingly turned to Xerox Services for help in implementing and managing VoIP, UC, and converged voice networks, John Truetken, Director of Network Architecture for Xerox ITO knew significant changes in their manual support model would be needed if they were to successfully expand their voice management services to meet their clients’ changing technology environments.  John identified the ReliaTel VoIP and UC Management solution from Tone Software as a technology that would move the Xerox Services voice services business forward.

After deploying ReliaTel as a proactive monitoring and management tool, John’s team expanded their visibility into their clients’ voice network performance and capacity trends, as well as any developing issues within the clients’ environment. ReliaTel provides a central management solution across the Xerox Services clients’ voice environments, with extensive alarming and notification capabilities that keep the Xerox Services team informed with essential diagnostic data needed to intercept and resolve issues before they become serious user-reported problems.

Beyond proactive monitoring, John noted additional benefits they’ve realized from the ReliaTel voice traffic reporting and capacity trending reports. Using ReliaTel, client performance and traffic data is automatically collected and stored, and client-specific traffic and capacity planning reports are automatically generated for the Xerox Services team and their clients. As a result, the team now has the key trending data needed to determine how busy client systems are, the rate of growth in voice traffic, and what the client’s future capacity needs will be.

Overall, from a Xerox Services cost perspective, John reports ReliaTel has improved their service delivery processes, and has reduced their costs of service delivery.

Read the entire Xerox ReliaTel Case Study at:  Xerox IT Outsourcing Moves Managed Services Business Forward with Reliatel

Get more info on ReliaTel for Managed Service Providers 


The Importance of Communications and Operational Continuity

As the effects of Superstorm Sandy are still being felt all over the East Coast, I can’t help but reflect on the importance of Communications especially during times of disaster. Business Continuity requires visibility, availability, reliability and redundancy to ensure the entire organization is kept well informed during emergencies.  Are remote locations healthy and available or are services potentially degrading to prevent remote employees from being productive? When the business must reprioritize functions between different geographic territories, are the communications networks successful in handling the increased workload for service quality and throughput?
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The Impact of Microsoft Lync to the Unified Communications Market

Do we need yet another communications platform in the seemingly crowded Enterprise Communications space? Microsoft has not only answered this question to a resounding YES but they have rapidly become a leader in the Enterprise Unified Communications (UC) space according to the latest Gartner 2012 UC Magic Quadrant. Gartner cites Microsoft as a leader in the Unified Communications space, along with Cisco, Avaya and Siemens. Among the key strengths identified by Gartner’s study on Lync are adoption rates for enterprises ranging from small to large organizations, integration with Skype, and integration with enterprise business processes and applications.
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Tone Launches New ReliaTel 4.0

This week, Tone Software announced the release of the highly anticipated ReliaTel 4.0 release that includes product features designed to positively impact the Operational and Business returns for the Enterprise, MSP and Integrator markets. Over the next few weeks, I will highlight the key features as individual blog entries to provide a more in-depth analysis of the release. Furthermore, stay tuned to our blog as we officially launch the ReliaTel 4.0 release at The Enterprise Connect  show in Orlando next week.
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