The average adult makes and receives around five voice calls a day. To everyone outside of an IT department, that number seems relatively low. But, for a 10,000+ employee organization that’s on average 50,000 calls being made every single day. Add in a complex system configuration and call paths and suddenly a simple five phone calls becomes an increasingly larger problem should the voice call fail. IT teams are challenged with supporting massive, complex voice environments on a daily basis.
What makes voice monitoring so challenging?
For starters, most voice deployments are comprised of various components, and not always from the same provider. Imagine this scenario: you join an audio meeting from your laptop to connect with someone on their phone and another who is using a platform like Skype. There are a lot of variables here that will determine whether the voice call is successful and of good quality. If things go wrong, and they are bound to at some point, it is common to rely on a handful of disparate tools that are each serving up incomplete information, and it is a long day’s work for a UC engineer to locate the problem and pinpoint the cause without the right tools in place to help. As most environments include a variety of technologies and vendors, having one source of truth with a complete view across the deployment is critical to ensuring uptime, reliability and quality.
Using Vyopta for Voice Monitoring
Monitoring and supporting a complex collaboration environment is difficult, but it’s not impossible. Using Vyopta, UC engineers simplify how they manage performance across collaboration environments, which enable teams to be more efficient and proactive. To the everyday, bogged down UC engineer, this almost seems too good to be true. But, with a voice monitoring solution like Vyopta, users should be able to see three immediate areas of benefit:
- Simplified UC Monitoring. With all the complexity in today’s voice environments, you need a solution that abstracts it all and makes it simple.Vyopta provides a single-pane-of-glass view across enterprise collaboration environments, even extending beyond voice to include video, and diverse vendor coverage. So, if you’ve got a user on a really complex call with 15 different people, and a user on a one-to-one call happening at the same time 45 other calls are going one, you can see it in an easy, filtered view in one window.
- Increased Call Quality. By providing rich quality metrics, and detailed disconnect reasons for every call that is live or recently ended, Vyopta enables UC administrators and support teams to drastically reduce troubleshooting times, and more accurately diagnose the root cause of incidents. The ability to rewind the clock, coupled with the important CDR and CMR search and filter capabilities that Vyopta provides, essentially hands over the proverbial key to finding the needle in the haystack of voice call issues. By making relevant data readily accessible and searchable, by alerting on out-of-band metrics, and by providing analytics on system issues, Vyopta empowers UC teams to deliver better quality call experiences, and respond to incidents in a more agile manner.
- Improved Usage and ROI. Providing real-time and historical metrics, trends and analytics for voice calls enables UC architects and IT leadership to understand how technology is being utilized and adopted across an organization. Vyopta provides visibility into the success of enterprise collaboration, allowing those administering voice and UC deployments to understand quality of experience across departments, growth patterns to better plan for the future as well as successfully execute on technology transitions to ensure that they are matching line of business needs and getting the biggest bang for their buck.
The first call made was in 1876. Technology and collaboration tools have evolved, grown and adapted into their current states, but there’s a constant that has to be factored in: voice calls have and will continue to play a dominating role in communication and collaboration. However, it’s up to organizations to evolve alongside them with the proper performance management solutions to ensure the best possible experience for users.
Learn how Vyopta's voice monitoring and analytics can help your organization simplify UC management, increase call quality and improve usage ROI. Contact us today!
