Quest Software, a provider of IT management solutions, has just revealed that its Foglight Network Management System (NMS) now supports Avaya (News - Alert) Voice over Internet Protocol (VoIP) systems to help VoIP call center providers create an efficient communications environment.
VoIP call center networks are sometimes prone to several performance issues. Network engineers constantly confront issues when implementing VoIP infrastructures and struggle to achieve adequate visibility into how their network and VoIP systems work together.
Offered as part of Quest’s market-leading Foglight Performance Monitoring portfolio, the Foglight NMS network infrastructure monitoring tool provides an intelligent, consolidated view of application, network, and infrastructure performance.
Foglight NMS for VoIP provides Avaya customers with a single tool for unparalleled network and VoIP infrastructure monitoring. It addresses the challenges associated with managing and monitoring VoIP systems including dropped calls, poor voice quality, packet loss and latency issues.
By offering support to Avaya VoIP, network administrators and engineers can achieve greater visibility into how their network and Avaya VoIP systems work together. These solutions also provide real-time monitoring of Avaya performance and quality metrics.
“Integrated into the full Foglight Application Performance Monitoring solution, Foglight Network Management System (NMS) is a leading tool used to monitor Network infrastructure,” said Matt Bolton, vice president of product management, Network Management Division, Quest Software (News - Alert), in a statement. “It is a natural extension to provide solutions to manage and monitor VoIP infrastructure, as well”
With the integrated VoIP call center management capabilities, Foglight NMS offers Avaya customers an integrated performance monitoring solution for both network and VoIP infrastructure. The portfolio enables IT departments to monitor service levels and resolve performance bottlenecks, manage application performance from the end user’s point of view, and consolidate tools for physical, virtual, and cloud environments.
In addition, Foglight Network Management System for VoIP provides in-depth, detailed monitoring of VoIP quality metrics like MOS, Jitter, packet-loss, delay, network utilization. The distributed architecture monitors across local and remote locations and can be installed and configured in less than 15 minutes.
VoIP call center innovations are continuing to evolve in order to accommodate the growing needs of the industry. Although there’s tough competition among providers catering to the call center market that is challenged with tough compliance and regulatory policies, newly released VoIP technologies are helping contact centers address these challenges and offer improved customer satisfaction.
Edited by Jamie Epstein