HOW TO EXTEND YOUR MITEL, CISCO AND AVAYA UNIFIED COMMUNICATION MANAGED SERVICES TO MICROSOFT TEAMS SUPPORT AND SERVICE MANAGEMENT
Challenges with Multi Voice environments (Mitel, Cisco, Avaya, AWS) and Microsoft Teams
In today’s modern workplace, Unified Communications often consists of a mix of solutions including Mitel and Microsoft services. However, what appears seamless and efficient for a user is often a bit more complex to manage for IT and Managed Service Providers (MSPs). Ensuring the reliability of interconnected voice services requires end-user experience data and actionable insights from Mitel, Cisco, Avaya, AW,S Microsoft 365 and Microsoft Teams. This is specifically the situation that Hortium is designed for.
Why you need to connect Microsoft Teams with other Voice and UCC systems like Mitel, Cisco, Avaya?
When managing Mitel services, MSPs rely on Mitel Performance Analytics (MPA) – developed by Hortium – to provide a certain level of data and alerts, so that they can deliver proactive support to their end-users. On the Microsoft side, the toolset is not as clear. Microsoft provides information at the user level for each call and meeting, but does not offer alerting capabilities, nor the ability to test service levels proactively. To achieve this, Mitel partners can extend their MPA features into Microsoft 365 and Microsoft Teams managed services, thanks to Hortium.
Extend Voice & UCC Performance Analytics into Microsoft Teams
Hortium allows Voice and UCC partners and customers to correlate their MPA data with powerful Microsoft Teams user experience monitoring and troubleshooting capabilities.
In minutes, IT teams can get the entire Voice and UCC infrastructure and services monitoring insights alongside with Microsoft Teams call quality data and alerts. This can then be grouped by locations, ISP, VIPs, issues, or whatever make sense for them.
Through a single pane of glass, all Voice and UCC (Cisco, Avaya, Mitel, Zoom, AWS) and Microsoft Teams services are monitored, with alerts for service quality issues impacting voice and collaborative features (channel, chat, presence, etc.).
This data can also be correlated with existing network and infrastructure monitoring data to provide an end-to-end view of the Unified Communication service delivery performance. Microsoft Teams service quality is continuously tested, and voice call quality is tracked whether the users are at the office or working remotely, with alerts synchronized into ITSM tools to streamline service remediation.
You can now ensure perfect collaboration between Voice and UCC system and Microsoft Teams services and reduce the mean time to repair.
Automatic SLA reporting will justify the quality of service to your customers and helps you improve their infrastructure and network environment to achieve the best possible user experience.
Through Hortium, you are able to work to improve employee productivity. This actually starts with facilitating a good and stable service experience from anywhere.
Culture and the Modern Workplace
The new term of workplace analytics is just a new and modern way of talking about usage and adoption. This is the first step on the path for service and application compliance. Being able to measure active and enabled users and being able to see service experience provided IT with an initial feel for the presence and growth of the platforms. As an organization matures its ability to leverage workplace analytics, the discussion turns to impact and engagement. The analytics should look at areas of focus like departmental or geographic best practices regarding engagement and how to extend those patterns and insights to other teams using a set of recommended behavioural actions. Where’s the ROI?
In Summary
Current IT forces were never designed to support the continuously changing and expanding scope of devices, flexible business hours and complex co-working structures. An all-encompassing end-to-end (user) management strategy is needed to control the happiness of your end-users, from the device to business applications to the digital workplace. Continued monitoring and predictive analysis help you effortlessly scale up workspaces and update applications without affecting availability.
Measuring workplace analytics for cloud based platforms can be difficult. IT teams need to focus on multiple overlapping platforms and interactions to ensure the cloud service and app environments are delivering a positive experience. The challenge is often compounded by the fact that with apps, IT can sometimes be in a position where they are not directly managing some of these business-critical technologies.
With Hortium IT teams take back some control and gain insight that enables them to develop best practices and understand optimal output behaviours across the enterprise. This allows IT teams the ability to measure across the end to end of workplace analytics from adoption to engagement to effectiveness. Given the latest projection of 75% of organizations worldwide using at least one cloud based app platform by 2023, an investment in Hortium to help optimize your digital workplace ROI seems like a very strategic investment.