One of the most impacting issues in VoIP environments today is poor call quality, yet 60 percent of VoIP quality problems have nothing to with the VoIP call server. Why is it, then, that support teams struggle to find and resolve the proper issues at hand? Ensuring your VoIP call quality of service (QoS) is essential to increase profit, customer satisfaction and overall business efficiency, and that’s where ReliaTel comes into play.
Tone Software’s (News - Alert) esteemed ReliaTel VoIP QoS Management solution blows these problems out of the water, with its core competency found in its ability to remain vendor/platform agnostic to manage Quality of Service (QoS) in real-time across VoIP switches, gateways, PBXs, voice mail servers, applications, routers and call servers from virtually any manufacturer.
I was able to speak to Tracey Whitney, director of marketing at Tone, who exclusively detailed some further insights into what makes their solution truly stand out amongst the rest.
“A lot of times, operational support teams have to try this or that and look and hunt and check in several different places in order to try to figure out what’s causing their problem, and that’s a huge burden on the operations team,” Whitney explains. “It delays resolution of problems and creates service level issues. Sometimes it ends up being that users have bad experiences because the operations and support team don’t have the ability to get in front of these problems as they’re developing. They just might not have the analytics, and ReliaTel really helps in that scenario to give them trending views to see where they’re starting to develop issues and where they can get in front of these problems before it impacts the user experience, and potentially even communications with their customers and clients, which is of course the worst possible scenario.”
Regardless of whether you use Avaya, Cisco (News - Alert) or Shoretel, ReliaTel is platform agnostic in terms of its ability to go into an environment despite what mixture you have of your primary VoIP switch, or what your network topology is in terms of all edge devices and session border controllers (SBCs).
It doesn’t matter what flavor of SIP or UC you’re using to benefit from Tone’s ReliaTel solution, and now even better is that the company has added Lync to that list. “We can seamlessly manage the environment because we’re not hindered by that diversity,” Whitney explains.
Another key feature ReliaTel boasts is its extremely deep VoIP quality analytics. “We’re managing and monitoring VoIP metrics at a very deep level, so we can give you between both the Avaya (News - Alert)-related QoS metrics scheme and the Cisco QoS protocol.”
The ability for ReliaTel to create dashboards, trend analysis and diagnostics with these deep analytics really gives operational teams the advantage they need to quickly and successfully find the problem, locate exactly what’s causing quality issues or network bandwidth or performance issues, therefore providing them the information they need for quickest resolution, Whitney explained to me.
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