Unified Communications Knowledge Pack
Ensure Quality of Service With a Holistic View of Your Unified Communications and Collaboration Environment
Overview
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| Monitoring the sophisticated Unified Communications & Collaboration Services Environment |
To deliver high-quality unified communications and collaboration (UC&C) services including telephony, presence, messaging, and conferencing, organizations must be able to holistically monitor performance and provide unified commnications service assurance across a sophisticated service path – from the physical and virtual data center environment, to the network components, to the end user devices. Without a holistic, cross-silo, and proactive view into performance, effective management and assurance of UC&C service quality, which is susceptible to the congestion, packet loss, delay and jitter that can occur in IP networks , will be difficult to achieve. The degradation of UC&C services due to such issues will have a negative impact on end-user quality of experience and interaction, leading to low user satisfaction—and, in the case of managed, hosted, and cloud service providers, lost customers.
InfoVista’s Unified Communications Knowledge Pack offers real-time monitoring and reporting on UC&C customers and their services, the pertinent performance indicators, and the interoperating infrastructure that supports these services. The product provides the capability to detect potential service disruptions, along with the information to address issues before the service or user is affected.
Key Benefits
Part of InfoVista’s integrated unified communications assurance solution portfolio, the Unified Communications Knowledge Pack simplifies the process of managing the complex unified communications and collaboration services environment by providing a consolidated, cost-effective view across the wide array of interdependent UC&C infrastructure components. Managed, hosted, and cloud service providers or enterprise IT can:
- Ensure customer satisfaction and retention by providing the means to uphold SLA commitments and provide a quality user experience
- Increase operational efficiency and ROI via a cross-silo, holistic performance management toolset that monitors the complex unified communications services environment with all of its diverse applications and network, data center, and customer end components
- Expedite troubleshooting, prioritization and resolution of unified communications quality issues through alerting, visibility into performance data by organizational groupings (such as customer, business unit, location), and 2-way impact analysis (between infrastructure and end users)
- Facilitate effective service growth and resource planning through visibility into infrastructure capacity and service usage patterns
The Unified Communications Knowledge Pack interoperates with InfoVista’s award-winning VistaInsight® for Networks, thereby providing the benefit of a common performance management platform for both unified communications services and IP/MPLS-based services. This maximizes the provider’s return on investment in an OSS tool, keeps the total cost of ownership and management of new services down, and increases operational efficiencies by leveraging personnel’s existing skill-sets.
Key Features
InfoVista’s Unified Communications Knowledge Pack has been designed to aid service providers and enterprise organizations with performance management of unified communications and collaboration services via the following features and capabilities:
- A powerful, scalable multi-tenant architecture enables service providers or enterprise IT managers to fully monitor the unified communications resources serving their multiple customers or users—and to do so from a single “pane of glass”
- Out-of-the-box metrics and reports that enable faster time to market and deployment of unified communications services as well as reduced operational and customization costs
- Cohesive visibility into the full complement of applications, data center server, compute, and storage components, and network infrastructure for Cisco’s Hosted Collaboration Solution (HCS) and Cisco’s Hosted Unified Communications Services (HUCS) architecture
- In-depth visibility into the performance of specific organizational groupings—by customer, division and location—and the ability to set and monitor KPI thresholds by these and other groupings to support cases where specific division locations require a higher quality of service
- Real-time and predictive reports that offer visibility into current capacity levels and insight into capacity growth trends for all unified communications components, thus enabling operators and enterprises to know where IP voice traffic growth will create network bottlenecks and when a server supporting unified communications applications will require additional disk space
- Early warning alerting of impending performance degradation, which speeds problem identification and resolution
- Interoperability with InfoVista’s Voice Data Manager, thereby offering the provider a comprehensive feature set to fully understand and troubleshoot voice service quality from an end user quality of experience perspective
- Interoperability with InfoVista’s VistaInsight® for Networks, thus providing the benefit and lower TCO associated with utilizing a single performance management platform for many business services
- OSS/BSS integration capabilities, including compatibility with Cisco’s Unified Computing System (UCS) virtualization platform and integration with IT service management components (fault, ticketing, LDAP)
