SOFTEL Communications Selects IR Prognosis to Power Their Managed Services for Skype for Business and Microsoft Teams
November 27, 2018
IR Prognosis Optimizes UC and Collaboration for Leading
Communications Service Providers, Ensuring Strict SLAs are Met
DENVER–(BUSINESS WIRE)–#ITSM—IR,
the leading global provider of experience management solutions for
unified communications (UC) and contact centers, today announced that SOFTEL
Communications, a Service Provider for UC and contact centers, has
chosen IR
Prognosis for UC to enhance its managed service offerings for
Microsoft customers, maximizing their end user experience and customer
satisfaction across on-premises and cloud environments for Skype for
Business and Microsoft Teams.
SOFTEL Communications provides comprehensive monitoring and management
of applications and the devices of converged networks and communications
environments. Their services systematically monitor IP-based
communication systems and devices, voice and contact center
applications, and voice routers and switches for fault and performance
events. From their Network Operations Centers (NOC), they can resolve
incidents and take the lead in co-managing the network. This experience
extends to a multitude of UC and contact center platforms and solutions,
applications and infrastructure, including Microsoft Teams and Skype for
Business.
As adoption of Microsoft’s intelligent communications solutions grows
across organizations, there’s been a demand from SOFTEL Communications’
telecommunications service provider (TSP) customers to make sure that
implementations are seamless, ensuring that any potential issues are
minimized so that they can give their own customers an end user
experience that meets or exceeds their strict Service Level Agreements
(SLA).
“One of the top three TSPs in the U.S. was tasked with managing the
hybrid Microsoft Skype for Business deployment at a major state agency
with tens of thousands of users, so they came to us for help with the
project,” said John Cognata, of SOFTEL Communications. “It was essential
to their SLA that any risk to a successful implementation, such as voice
quality issues, be minimized or they would accrue significant financial
penalties. In order to ensure that we could meet that challenge, we
selected Prognosis for UC Service Provider edition and IR cloud services
to help them provide a best-in-class experience in a demanding
environment. Like SOFTEL Communications, IR has a long history of
working with Microsoft, so they understand how to optimize Microsoft UC
solutions.”
IR Prognosis for UC helps organizations deliver, manage, and
troubleshoot Microsoft Skype for Business and Teams to achieve customer
satisfaction and user adoption. It gives organizations deep visibility
into their UC environment and infrastructure to proactively monitor
overall UC solution performance and rapidly identify and resolve voice
and video quality or capacity problems, before they get out of control
and affect user experience broadly. IR Prognosis is certified by
Microsoft in the Microsoft
FastTrack Voice Deployment Guidelines.
“SLA demands for UC services from organizations, especially high-level
government agencies can be challenging for TSPs if the right experience
management solutions are not used,” said Andre Cuenin, President,
Americas and Global Alliances at IR. “Through our combined experience
with Microsoft Skype for Business deployments, TSPs can trust IR and
SOFTEL Communications to bring them the tools that they need to minimize
risk, increase revenue and secure future business opportunities.”
About IR
IR is the corporate brand name of Integrated Research Limited (ASX:IRI),
the leading global provider of experience management solutions for
critical IT infrastructure, payments and communications ecosystems. More
than 1000 organizations in over 60 countries—including some of the
world’s largest banks, airlines and telecommunication companies rely on
IR Prognosis to provide business critical insights and ensure
continuity-critical systems deliver high availability and performance
for millions of their customers across the globe. For further
information on IR, visit www.ir.com.
About Softel
SOFTEL Communications is a Microsoft Gold Partner – and a leading
Contact Center and Unified Communications Service Integrator. Providing
native development solutions for the Office365 productivity suite and
voice integrations for Teams and Skype for Business, we combine cloud
contact center functions such as skills-based routing and SIP services
with Microsoft communications products. By embedding Cloud Contact
Center as a Service (CCaaS) functions directly within Microsoft core
voice and video, we combine contact center-centric operations with the
versatility of the Office 365.
Contacts
Contacts for IR:
Kevin Ryder
IR
Tel: +61 2 9966
1066
media@ir.com
Or
Tim
Poindexter
IR
Tel: +1 303-390-1438
media@ir.com