San Jose, California-based, AdvanTel Networks, providing voice and data network services to both SMB and Enterprise corporate environments for over 25 years, has a network of skilled engineers distributed throughout the United States that design, implement, and deliver ongoing maintenance expertise for their domestic and international clients’ advanced communications infrastructures.
Because AdvanTel’s voice engineers must deliver remote maintenance services that ensure business-critical voice network quality, performance, and service levels for their clients, they rely on state-of-the-art technologies to achieve and maintain satisfaction ratings of over 95 percent – and maintaining their close to perfect satisfaction score is imperative.
Needing to replace their remote monitoring and management technology because it became inefficient and cumbersome, the AdvanTel team wanted to find a proactive voice management solution to expedite fault detection and notification for their engineers, ensure the health and availability of their clients’ busy networks and also provide a strategic management platform that differentiated their maintenance offering and further supported their business growth within the converged communications market.
In their search, the AdvanTel team established an aggressive requirements list. As an Avaya Platinum Partner that also partners with Cisco, Mitel, Juniper, Adtran, AT&T (News - Alert) and Extreme, AdvanTel needed a management solution that supported a huge population of multi-vendor TDM and VoIP network technologies. The solution also had to scale to handle the sheer size of their clients’ large, dynamically changing network environments. Further, the chosen solution had to provide key monitoring, management, and service assurance features, including:
- Advanced alert engine with automatic notification and escalation of network issues
- Powerful historical trending and analysis features for device health monitoring
- Customizable, Web-based management interface with customer-specific network views
- Capability to manage both voice and data elements of converged voice networks
After the AdvanTel team evaluated possible network management solutions from NetIQ, Fluke, Network General (News - Alert) and HP, the team soon found that none of these products met all of AdvanTel’s needs.
After evaluating the ReliaTel Monitoring and Management solution from Tone Software the team was immediately impressed with its power and flexibility to monitor and manage TDM, VoIP, and IP voice network devices from Avaya, Cisco, Mitel (News - Alert) and others.
“Since implementing ReliaTel as the technology driving our VantagePoint service, our maintenance contracts have become a strength of our services portfolio. We have been able to consistently exceed our Service Level Agreements and achieve over 95 percent in client satisfaction ratings—a key competitive advantage for our company,” said Joe Twohy, VP Operations & Converged Technologies.
The ReliaTel solution addressed other crucial AdvanTel requirements including:
- Web access that allowed clients to view their own networks without impact to other clients.
- Strong trending and analysis reports to identify problem patterns, enabling AdvanTel to address issues proactively as a value-added service within maintenance contracts.
- Flexibility to re-brand the ReliaTel management interface, allowing AdvanTel to fully integrate the solution into their VantagePoint service offering.
In all, ReliaTel offered AdvanTel key features that were not available in other products, and provided tremendous value to support their growing service offering for the converged communications market.
Through the ReliaTel reporting and analysis functionality, AdvanTel now has the tangible information needed to proactively identify problem areas in their clients’ networks, and take action to prevent critical problems before they impact their clients’ business. As a result, the AdvanTel service level agreement is now considered one of the strongest in the industry, and client satisfaction levels are at an all time high.
“Our customers love the ability to log into our VantagePoint service and gain 24x7 visibility on how their network is performing. Because the ReliaTel application can be rebranded, it fits seamlessly into our service and maintenance offerings, and enables us to deliver higher value services to our clients,” said Debbie Roark, Director of Programs.
For more information regarding the ReliaTel voice management solution, check out the Website or learn more on the Voice Management channel here on TMCnet.