Riverbed (News - Alert) Technology, a provider of application performance infrastructure solutions, recently announced that The Riverside Company, a global private equity firm, has improved user satisfaction through the use of Riverbed Unified Communications (News - Alert) Xpert.

The firm reports that the solution has improved user satisfaction by 80 percent and has reduced VoIP help desk calls by 35-40 percent.  Riverside uses voice and video conferencing for its day-to-day operations, collecting and distributing information about global investment opportunities. Before migrating to UC Xpert, Riverside was using a VoIP system that failed to deliver the desired user experience.

“Before, we had low user satisfaction because we waited for users to contact the help desk when they had a phone or video problem,” said Stalin Guilamo, manager of network and telephony operations at Riverside. "With the Riverbed Performance Management solution we receive alerts before issues are reported. This allows us to address problems before they affect employees. The IT Department is now perceived as proactive versus reactive."

Part of the Riverbed Application Performance Platform, Riverbed Performance Management combines enterprise-class end-user, application and network performance management to detect and resolve issues before they are noticed by the end users. Problems associated with Riverside’s VoIP system are now resolved in about 25 percent of the time it used to take before deploying the Riverbed Performance Management solution.

Unified Communications Xpert has also enabled The Riverside Company to gain a better understanding of resource allocation within the VoIP environment. Moreover, the company now finds it easier to roll out new voice-related applications, experiencing fewer problems related to new applications once they're in production.