The shift from traditional telephony platforms to Unified Communications (UC) has put organizations in more of a consumption model, which is causing a shift in how UC is supported. The concept of a call server or PBX is really going away, as all the functions of a UC environment – voice, video and collaboration – are more and more distributed. This trend causes server monitoring and availability to be de-emphasized.
It is Service Monitoring and Service Availability that is now of the highest importance in a UC ecosystem. This is prompting many businesses to seek a UC Managed Service Provider (MSP), whether that’s a Unified Communications as a Service (UCaaS) provider hosting the entire solution, or an MSP that monitors the organization’s on-premise UC technologies through remote management services. In either case, choosing the right managed services provider and program can be daunting.
Tone Software works with Managed Service Providers around the world, as well as the enterprise users they support, and we’ve gained valuable experience on the best practices out there. When evaluating a Managed Service Provider (MSP), it is important to understand how they manage the services they are providing and the visibility they have into your organizations infrastructure to ensure your UC Quality of Experience (QoE) and Quality of Service (QoS). Do they pro-actively manage the UC service levels or are they reactive? Do they provide a client portal with Dashboards and Reporting to keep their clients informed of their UC service levels?
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To see how MSP’s using ReliaTel can proactively monitor and manage today’s complex UC environments to ensure your UC QoE, QoS, and service levels, click here