Enhanced HP management suite effectiveness with customer centric voice and video performance and service management
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Experience Manager with HP's Management Suite Datasheet View PDF - (711 KB) |
Experience Managers' real-time alarming, diagnostics, call detail, root cause analysis and reporting features allow IT to quickly pin point call quality issues as well as report on service performance and SLA's proactively as well as reactively, effectively pre-empting problems becoming service affecting. Psytechnics Experience Manager is technology and vendor independent through its ability to assess the RTP based media streams in real-time.
This rich set of real-time Quality of Experienced (QoE) call performance data collected and analysed by Experience Manager is incorporated into the HP software environments supporting a wider range of business applications and processes. Powerful call performance reporting, SLA reporting and service assurance process support help determine the service impact or prioritise network fixes that are impacting call performance.
Psytechnics supports integration with:
HP BAC – Real Time Voice and Video Events (based on customizable thresholds) are sent from Experience Manager to the BAC/Service Tree and HP OVO/Service Navigator environments.
HP OVPI – Integration of voice and video service quality metrics to the HP Performance Reporting application facilitating historical daily, weekly, monthly, per site etc. service level reporting.
HP SQM – by combining the real time service metrics from Psytechnics Experience Manager, with the correlation ability of the SQM system for root cause analysis enhances the service escalation process effectiveness.
Experience Manager is designed to improve service management efficiency with functions specific to the key service management roles:
| • | 'Service Desk Manager' supports the Level 1 help/service desk to be more efficient and operate proactively as well as reactively in identifying the root cause and correct domain areas. Trouble Tickets can now be raised with real evidence of the issues impacting call performance |
| • | 'Real time Dashboard and Report Generator' supports business and operations management with its service status view and service level reporting |
| • | Experience Managers 'advanced diagnostics and troubleshooting' supports Level 2/3 'experts' by providing root cause analysis and detailed visibility of call by call performance to reduce MTTR and increase 'right first time' resolution |
Experience Manager and HP Software integration
HP and Psytechnics integration facilitates rapid and proactive detection and resolution of real-time voice and video quality issues with the service management process, identifying the correct domain or support groups that can manage call quality and to then apply the correct priority and process support for its resolution.
For more information please download the datasheet.