Concord Communications, Inc. (NASDAQ: CCRD), a global provider of Business Service Management (BSM) software solutions, today announced that the University of Massachusetts at Amherst has standardized on Concord`s eHealth( Suite for enterprise voice services management. Powered by technology recently acquired from Vitel Software, Concord`s eHealth for Voice gives UMass Amherst`s IT department the tools it needs to ensure optimal performance of its expansive telecommunications infrastructure and proactively identify and solve issues before they impair service, result in downtime or impact users. Concord`s eHealth for Voice is the only solution that enables enterprises and service providers to manage the performance of voice networks and messaging systems that are either IP-based, TDM-based, or include a hybrid of both.
UMass Amherst is responsible for the telecommunications needs of over 24,000 students and 6,000 staff and faculty during peak school season. As a result, the University has in place an extensive voice messaging system that includes the TDM-based Avaya Octel( voice processing system and a number of Windows( servers associated with voice mail applications. With the academic and student population depending on reliable voice service, UMass Amherst required a solution that provided an enterprise-wide view of potential security risks, "Grade of Service" performance metrics for monitoring trends, and a real-time view of the entire voice communications device population across the IT infrastructure.
According to Joan Bonner, voice processing coordinator at UMass Amherst, "We needed a product for reporting statistics reliably. In particular, we needed accurate reports that would allow us to present numerical statistics on mail box usage on a department-by-department basis, or create a single-digit menu report to see how many times someone was pressing one, two, or zero to move through the menus we prepared for incoming calls. We had to have these and other reports to run our voice messaging system at the level students and staff expected."
Concord`s eHealth for Voice provides a unified network view of enterprise telephony applications such as IP and TDM PBXs, voice and unified messaging, audio conferencing, and fax servers. It serves as the central database of voice performance metrics which IT and telephony managers leverage to reduce voice network operating costs, improve desired service levels, monitor system performance and identify possible security breaches within the enterprise voice infrastructure. For UMass Amherst`s IT department, Concord`s voice performance management software provides a number of benefits, including greater control over the school`s voice networks, the ability to carry out the day-to-day reporting and analysis of voice mail performance, and the tools to address specific performance issues before they lead to service degradation.
"Our first impression of Concord`s voice performance management solution is its powerful reporting capabilities," Bonner continued. "We are impressed with how easily we can take a look at actual numbers from the departments we serve. High call-volume departments such as Financial Aid, Admissions, and the OIT Help Desk are able to use the information to adjust their staffing to provide better customer service."
Concord will be showcasing its voice services management and other BSM solutions at this week`s VoiceCon Conference in Orlando, Florida. Members of the media are invited to attend and schedule one-on-one meetings with Concord executives during the conference. Please contact Eric Snow at esnow@concord.com or 508.486.4508 for more information.
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