Every piece of technology, whether hardware or software, no matter well they are designed, engineering, built/written and installed will have defects and will fail, though to varying degrees depending on the product, supplier, installer and customer. The challenge is how to quickly and cost-effectively identify and fix the problems so that solutions can get back to work, enabling the processes they were intended to make happen, delivering ROI.

Psytechnics (News - Alert) has come out with Experience Manager 5 with Service Desk, a new solution designed to accomplish just that. It helps IT support staff pick up, track and resolve issues for unified communications, or “UC,” products both IP voice and video including high-end telepresence systems from multiple vendors.

The key features and benefits include:

• A new user interface based on a comprehensive usability and information architecture design, delivering simplified, business-actionable intelligence for IT and operations teams, including views for monitoring, troubleshooting and reporting

• Enhanced video performance management capabilities, such as video quality for multi-party conferences and diagnostics describing adaptation of image-size and data-rate, as well as sophisticated IP-network measurements

• Service Desk Manager now fully integrated within the product. This significantly reduces operation costs, says Psytechnics by enabling Level 1 support functions to rapidly identify the source of quality complaints and escalate trouble-tickets to the correct resolution group, providing value for the entire services and support infrastructure teams

• Real-time diagnostics during calls and combines call quality of experience data with call detail records to allow greater visibility of end-user experiences with fault descriptions generated in plain English during the session for efficient escalation and resolution

• Builds on Psytechnics’ verified, vendor-independent measurements to accurately determine user experience, rather than relying on network statistics or vendor specific estimates

• Allows call quality management with telepresence video, desktop video, audio conferencing, contact centers, SIP trunking, VoIP gateways, handsets,  soft clients, and even fixed-mobile environments

• Supports both proactive and reactive service management processes while driving higher levels of user satisfaction, reducing IT costs, optimizing resources, and reducing mean time to recovery

“Psytechnics Experience Manager 5 is simply a breakthrough in managing the users’ telepresence, video, VoIP or contact center communications experience,” said Peter Brockmann (News - Alert), president of Brockmann & Company. “Its customizable and attractive web GUI makes anticipating, identifying, troubleshooting, and correcting real-time service defects faster, simpler, and easier than ever before. The IT help desk professional can even view specific voice or video session performance attributes while users are on the phone, before issuing a trouble ticket. Quality of Experience is the trigger for the next wave of service differentiation for managed service providers, carriers, and enterprises alike. Psytechnics’ Experience Manager 5 is a powerful advantage.”

“Experience Manager 5 is able to span the multi-service, multi-device, cloud-oriented or premise-based enterprise communication and collaboration architecture that is emerging, while bringing the crucial element of end-user visibility and quality of experience management,” said Anthony Finbow, CEO, Psytechnics.  “Through the combination of Experience Manager 5’s proactive and reactive management capabilities, organizations can see up to an 80 percent reduction in call quality incidents through the proactive management of both application and network-based threats.  With this new upgrade, we are advancing enterprise communications by enabling IT to roll out new UC applications quickly while also driving the adoption of UC by optimizing quality, which, in turn, increases confidence in new offerings.”