VXSuite Overview
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  • Provides managers of ShoreTel Workgroup call centers the historical and near real-time information necessary to understand and analyze their customers’ experience when calling into their organization. Utilizing the VXTracker ACD reports, organizations can reduce customer wait times, improve customer service, correctly staff for call volumes and boost agent productivity.
  • VPN TunnelSNMP Trap and Polling EngineWindows Server MonitoringFlows CollectionBandwidth MonitorVOIP Assessment ToolNetwork MonitorConfiguration Backups
  • VXPulse replaces all tools in one tool – One View – One Platform Talks to legacy and IP devices Complete view of the ecosystem Access to Servers, Routers, Switches and even legacy or new PBX’s
  • We can start by doing a Readiness Assessment.We can synthetically generate Lync traffic to prove that everything will run smooth.At the same time we gather a before and after picture which includes all networks, interfaces and other components that should be reviewed before deploying.The result is a rollup report telling you where any sensitive areas are and we can use that as a starting point.
  • After installing Lync we immediately put our service platform to work.We put controls in place to make sure any changes that would threaten end user quality can be identified and fixed
  • How do we do that. First we start with Strategic Access. All Managed Services require a footprint and this Micro appliance gets plugged into the customer site and enables Remote Access + all the UC / Network & Server Monitoring you need. It is the first product of its kind to enable this kind of unified management across what used to be several products.This Micro Appliance securely connects to the Portal which handles all the Visualization, Control, Monitoring, Reports and Access and can virtualize your technicians allowing them to work from anywhere and on multiple customers at the same time.The total solution was designed to bundle into your standard offering and as you can see its designed to leave all the service profit to our partners.
  • Then we monitor 24/7 ot make sure everything continues to run smoothly over time.
  • Should problems arise our correlated views can pinpoint specific end user problems in real-time and map it back to anywhere within the environment
  • Perhaps the most important feature is that we have the performance analytics that details end user experience, network health and any risks regarding Lync and all of its various dependencies.
  • VPN TunnelSNMP Trap and Polling EngineWindows Server MonitoringFlows CollectionBandwidth MonitorVOIP Assessment ToolNetwork MonitorConfiguration Backups
  • Union Pacific freight train and a Metrolink commuter train collided head-on.Metrolink train ran through a red signal before entering a section of single track where the opposing freight train had been given the right of way by the train dispatcher.The NTSB faulted the Metrolink train's engineer for the collision, concluding that he was distracted by text messages he was sending while on duty
  • Do You Know how many devices are you paying for with fixed monthly charges that are either unassigned or have little or no usage?

VXSuite Overview Presentation Transcript

  • 1. VXSuiteLive Voice ManagementCommunication Ecosystem Management andOptimization
  • 2. What is it? •  Management Suite •  All collaboration environments •  Hosted or Premise based solution Compliance •  Real-time Reporting Actionable Business Intelligence Telecom Network Rules Engine Web-based application creates dashboard intensive & secure environment
  • 3. Live Voice VXSuite Educational VerticalManagement Engine Tracks Markets Overview VXSuite
  • 4. Mobility Technology Network M Cabling an Physical Infrastructure age bileVX Mo Pu VX lse Define VXSuite
  • 5. Dollars Devices Behavior ileVX ob Pu lse VXM
  • 6. •  Manage•  Save Money Employees•  Spend Effectively •  Assess Employee•  Measure •  Manage Devices Productivity Effectiveness of •  Monitor •  Encourage Correct that Spend Performance Behavior•  Allocate Costs •  Be Alerted to •  Minimize Risk•  Make Money Problems Quickly •  Improve Customer •  Respond Experience Efficiently •  Protect the Unified ile VX Communication ob Pu lse Experience VXM
  • 7. Determine where you are in thelifecycle for every element “We considered a number of •  Define products and solutions to get us to a higher level of •  Design information access but were limited by our legacy •  Integrate equipment,” Bill said. “VXTracker was •  Optimize recommended highly because it would work well •  Manage with the equipment we couldn’t afford to replace at the time. After a demo of the product, we were sold.” VXSuite
  • 8. Traditional Navigation Vertical markets Our Approach Manufacturers VXMobile VXRecord VXPulse VXSuite
  • 9. Our Team Products White PapersLive Voice Management Contact us VXSuite
  • 10. Manufacturer Specific FeaturesWe make your phone system work better VXSuite
  • 11. Microsoft Lync Meets Live VoiceManagement VXPulse VXRecord VXSuite
  • 12. Microsoft Lync Meets Live VoiceManagement VXPulse VXRecord VXMobile VXSuite
  • 13. Microsoft Lync Commonwealth of Pennsylvania•  Challenge •  User-Experience issues were causing concerns about deployment •  Need to troubleshoot issues in non- hostile vendor agnostic environment •  Compliance with internal best-practices had to be maintained•  Results •  After being deployed 24 hours, VXPulse was able to determine the single network component responsible for failed calls. •  Provided ongoing toolset to identify quality issues VXSuite
  • 14. ShoreTel Meets Live VoiceManagement VXPulse VXRecord VXMobile VXSuite
  • 15. VXTracker ACD Module for VXSuiteShoreTel workgroups Compare Workgroup Productivity Compare Agent Productivity View Calls Completed by Agent Determine Staffing Needs Report on and return Abandoned Calls Abandoned Calls sorted by highest time period Reports can be filtered by Workgroup and Agent Deliver meaningful information to the right person
  • 16. ShoreTel Workgroup Module1 Compare Workgroup Productivity2 •  •  Which workgroup is handling the most calls?34 Busiest Workgroup!5678
  • 17. ShoreTel Workgroup Module12 •  Compare Agent Productivity345678
  • 18. ShoreTel Workgroup Module1 View Calls Completed by Agent2 •  •  How many calls did she take total – including direct dialed calls345678
  • 19. ShoreTel Workgroup Module1 Determine Staffing Needs2 •  •  Look at busy reports by:3 •  Time of day •  Day of week 4 •  Day of month Monthly5 • 678
  • 20. ShoreTel Workgroup Module1 Abandoned Calls2 • 34567 Call back people8 who waited in a workgroup a long time!
  • 21. ShoreTel Workgroup Module12 •  Abandoned Calls sorted by highest •  What time to I need additional staff?345678
  • 22. ShoreTel Workgroup Module12 •  All Reports can be filtered by Workgroup and Agent345678
  • 23. ShoreTel Workgroup Module1 Deliver meaningful2 •  information to the right3 person •  All reports can be:4 •  Scheduled to email daily, weekly and monthly5 •  Emailed on the fly6 •  Saved •  Printed7 •  Opened in Excel8
  • 24. VXRecordWhat Is VXRecord?•  A software program that collects voice recordings of incoming, outgoing and internal calls.•  A valuable tool that can benefit organizations with 10-100,000+ phones•  It’s not just a telecom tool VXSuite
  • 25. VXRecordVXRecordSearch for and Listen to Calls Click to Play the call Type Notes about a Call and give it a Rating by mousing-over the Start icons. Pressing the ‘Save’ button will save the Notes and Rating. VXSuite
  • 26. VXRecordVXRecordFilter results further by using the ‘Filter’button next to the Search button. You canfilter based on; From Date, To Date,Minimum Duration, Maximum Duration. VXSuite
  • 27. VXRecordVXRecordPermission based Permissions based on Org structure or Individual ‘Black-Hole’ any extensions. •  Human Resources •  Ethics Line VXSuite
  • 28. Vertical Market Solutions VXSuite
  • 29. Healthcare Vertical St. Joseph Health System Case Study •  Challenge “We considered aanumber ofof “We considered number •  Understand and baseline existing telecom costs products and solutions to get products and solutions to get •  Uncover underutilized assets and us to ato a higher level of us higher level of reduce costs information access but were information access but were •  Plan for the migration to VoIP limited by our legacy limited by our legacy equipment,” Bill said. said. equipment,” Bill•  Results “VXTracker was “VXTracker was recommended •  Reduced underused T-1 lines at a highly because it would work recommended highly monthly savings of $500 per line well with the would workwe because it equipment well couldn’t the equipment we the with afford to replace at •  9% reduction in long distance calls time. After a demo replace at couldn’t afford to of the •  411 calls reduced by 840% through the time.we were demo of the product, After a sold.” employee education product, we were sold.” VXTracker Solution Brief VXSuite St. Joseph Case Study St. Joseph Case Study On-Line Portal
  • 30. Legal Vertical BECAUSE TIME = MONEY Challenge Track billable time immediately and accurately Recover calls, expenses and time after the event occurs Work on multiple platforms – iPhone, Droid, Blackberry, Windows Mobile Results Increased billable hours by 78% with less time spent on manual input Seamlessly integrated into back office billing system for faster billing to clients VXSuiteVXTracker Solution Brief Case Study On-Line Portal
  • 31. Defense Vertical BAE Systems•  Challenge •  Multiple disparate VoIP and TDM phone systems •  Need to Deliver information to: •  BAE Systems PLC contact •  Strategic Leadership Team •  Executive Committee Contact •  Information required for compliance: •  All International Calling •  All Calling Card Usage•  Results •  One system for consolidated reporting •  Alerts/notifications for compliance issues •  Full FOCI compliance VXSuite VXTracker Solution Brief Case Study On-Line Portal
  • 32. Government Vertical City of South Gate CHALLENGE RESULTS •  Allocate Costs to •  One system for Departments consolidated reporting •  Audit trail for Security •  Alerts/notifications for Issues compliance issues •  911 Notifications •  Cost Allocation based on actual usage rather than headcount VXSuiteVXTracker Solution Brief Case Study On-Line Portal
  • 33. Financial Vertical Kinecta Federal Credit Union•  Challenge •  Allocate Costs to Departments “Charging back •  Audit trail for Security Issues departments is very •  911 Notifications important to our •  Unsure of trunk T1 occupancy organization.•  Results VXTracker makes it •  One system for consolidated reporting so much easier with •  Alerts/notifications for compliance the Allocation report issues by department.” •  Trunk/Traffic Reports delivered Tom Pleikhardt monthly to ensure proper utilization VXSuite VXTracker Solution Brief Case Study On-Line Portal
  • 34. Education Central Washington University•  Challenge •  Audit trail for Security Issues “We knew we needed •  911 Notifications help with our cell •  Cell Phone Spend out of control phones, but had no idea the information•  Results we were going to get •  One system for consolidated reporting with desk and cell phones with VXTracker. We •  Alerts/notifications for compliance have reduced our cell issues phone bill over 20%.” •  Monthly cell phone historical analysis Nancy Jackson to watch trends in calling VXSuite VXTracker Solution Brief Case Study On-Line Portal
  • 35. Auto Dealership Vertical Auto Source •  Challenge •  Lack of Salesperson call activity visibility •  Customers call and hang up in queue •  Unsure of T1 occupancy •  Results •  Detailed Salesperson productivity reports emailed to managers daily, weekly and monthly •  Follow up on abandoned calls to sales hunt group •  Watch T1 traffic for system performance •  Alerts/notifications for compliance issues VXSuiteVXTracker Solution Brief Case Study On-Line Portal
  • 36. VXSuite
  • 37. VXTrackerWhat Is Call Accounting?•  A software program that collects records of incoming, outgoing and internal calls.•  A valuable tool that can benefit organizations with 10-100,000+ phones•  It’s not just a telecom tool VXSuite
  • 38. VXTrackerProblems With Old Systems•  Not easy to use – person trained left•  Old PC filled up – locked up•  Not accessible – in PBX room – out of sight...•  Paper reports – not produced – not viewed•  Low visibility•  Little understanding of the value VXSuite
  • 39. VXTrackerProblem Solved!•  Managed service or sold as one-time purchase •  Simple, easy-to-use interface•  Nominal increase to current costs•  No hardware costs or issues•  Browser based, anybody from anywhere •  All managers can now see reports•  Email reports, automatically scheduled VXSuite
  • 40. VXTracker It’s Not Just A Telecom Tool?
  • 41. VXTrackerCompliance•  Are employees complying VXTracker Provides Financial Analytics ™ for Voice and Data Systems with corporate policies? Understanding fixed and variable IT/Telecom expenses is critical to making effective strategic decisions. •  International calls VXTracker™ Call Accounting and Live Voice Management VXTracker enables enterprises of all sizes to manage their telephone Cellular calls to your 800 number systems and related infrastructure more efficiently and cost effectively. •  It consists of a base “platform” that addresses the three main functional areas of voice communications management–Call Accounting, PBX Performance Monitoring and Security/Compliance Tracking. How Can Your Company Benefit? Optimize Voice Systems Hybrid networks will be with us for many years and VXTracker allows companies to monitor and manage multiple voice systems whether TDM or IP-based. Our reports help maximize performance while reducing operating costs. Improve Employee Productivity Visibility of call activity reduces personal calls and increases productivity. Having details of call activity allows managers to manage, train and compensate employees based on actual performance. Allocate and Charge Back Expenses Reports allow chargeback to divisions, projects or tenants and include usage as well as non- recurring expenses. Prepare Better Budgets Trend reports of historical activity allow more intelligent planning. Ensure Compliance Having an audit trail of all call activity is essential for compliance with many new state and federal laws. Enhance Security Reduce your exposure to liability claims of 911 calls, harassment, bomb threats, etc. More and Better Business Intelligence Virtually every department can benefit from one or more call activity reports. Deliver Great ROI Payback period can be just a few months. VXTracker If you don’t measure it, how do you manage it, and how do you know if you’re improving? www.vxtracker.com VXSuite
  • 42. VXTrackerFinancial Analytics•  Trend Reports VXTracker Provides Financial Analytics ™ for Voice and Data Systems Staffing Understanding fixed and variable IT/Telecom expenses •  is critical to making effective strategic decisions. •  Budgeting VXTracker™ Call Accounting and Live Voice Management VXTracker enables enterprises of all sizes to manage their telephone systems and related infrastructure more efficiently and cost effectively. It consists of a base “platform” that addresses the three main functional Explain anomalies areas of voice communications management–Call Accounting, PBX •  Performance Monitoring and Security/Compliance Tracking. How Can Your Company Benefit? Optimize Voice Systems Hybrid networks will be with us for many years and VXTracker allows companies to monitor and manage multiple voice systems whether TDM or IP-based. Our reports help maximize performance while reducing operating costs. Improve Employee Productivity Visibility of call activity reduces personal calls and increases productivity. Having details of call activity allows managers to manage, train and compensate employees based on actual performance. Allocate and Charge Back Expenses Reports allow chargeback to divisions, projects or tenants and include usage as well as non- recurring expenses. Prepare Better Budgets Trend reports of historical activity allow more intelligent planning. Ensure Compliance Having an audit trail of all call activity is essential for compliance with many new state and federal laws. Enhance Security Reduce your exposure to liability claims of 911 calls, harassment, bomb threats, etc. More and Better Business Intelligence Virtually every department can benefit from one or more call activity reports. Deliver Great ROI Payback period can be just a few months. VXTracker If you don’t measure it, how do you manage it, and how do you know if you’re improving? www.vxtracker.com VXSuite
  • 43. VXTrackerHow Do You Chargeback Costs?•  Departments,projects, tenants, etc.•  Usage plus monthly equipment charges •  Also used for asset recovery VXSuite
  • 44. Department Summary Report VXSuite
  • 45. Department Report showing Fees VXSuite
  • 46. Individual Extension Report VXSuite
  • 47. VXTrackerMapped Number Report– How are telecom resources being used/misused?Customers, vendors, offices, personal,employees home and cell VXSuite
  • 48. VXTrackerAdvertising/Marketing/Sales•  Toll-free number analysis •  Who is calling you •  From where? •  Who is answering these calls? VXSuite
  • 49. VXTrackerAdvertising/Marketing/Sales•  What is the Cost per Call? •  This was a successful campaign •  This one – not so much! VXSuite
  • 50. VXTrackerSecurity/Human Resources•  Real-time call alerts •  911 •  Toll fraud activity •  Competitor•  Immediate call search
  • 51. VXTrackerTelecom OptimizationMatch PBX configuration to Multiple underutilized trunksdownsizing should be consolidated for costTrunk Occupancy Report savings! Trunk Group #1 Trunk Group #2 VXSuite
  • 52. VXPulse For Lync Feature Summary Demo •  Pre-deployment Assessments •  Network Load Test •  Remote Monitoring •  Test and Tracks Changes •  Monitors call quality and server performance •  Supports all network devices, even from multiple suppliers •  Complete UC Network View •  Reduces Costs •  Saves Money •  Protects Quality of Experience VXPulse Flyer VXPulse Case StudyVXPulse White Paper VXSuiteVXPulse Sample Reports Pricing On-Line Portal
  • 53. VXTrackerComponent Monthly Dealer Cost Monthly List Price VXTracker First Site License $120.00 $65.00 $15.00 VXTracker Additional Sites $40.00 VXTracker Per Extension $40.00 Monthly Fee $0.60 VXTracker Cell Phone Site License OnlyComponent One Time Charge Dealer One Time Charge List Price CostVXPulse Micro Appliance $210.00 $265.00VXPulse Portal Branding $500.00 *** NAVXPulse Collateral Branding $500.00 *** NA* One Agent required per network** Required Agent on same segment*** Branding Fee waived with commitment of 5 Micro Appliances VXSuiteContract requires ACH by the end user to qualify for monthly billings
  • 54. VXPulse Connectivity into different systems
  • 55. VXPulse The Tools – Solved! VXPulse VXSuite
  • 56. VXPulseStage 1- Readiness Assessment•  Know Where You Stand•  Understand the Environment•  Collaborate with Your Customer•  Differentiate Your Brand 56
  • 57. Stage 2 – Deploy & Control ChangeService PlatformOnly solution to give100% controlof all the risk points VXPulse VXSuite
  • 58. How? MicroService Starts with Access “Plug” it in for Remote Access + UC + Network + IPBX + Server Monitoring MassiveCoupled with Power from the Cloud Log in from Anywhere. Visualize, Control, Monitor, Report & Access VXSuite
  • 59. VXPulse Stage 3 – Vigilant Monitoring & ResponseService Platform24/7 Monitoring & RemediationWorkflow Driven fromLive Diagrams
  • 60. VXPulse Stage 3 – Vigilant Monitoring & ResponseDrill DownCorrelations VXSuite
  • 61. Stage 4 – Quality Monitoring & Reporting Service Platform Understand Trends Proactive Quality Monitoring VXSuite
  • 62. VXPulse
  • 63. VXPulse http://vxpulse.livevoicemanagement.com Username: demo.partnerPassword: 123456
  • 64. Live Voice ManagementThe Power of the Cloud on any budget
  • 65. Questions?We are happy to help you! VXSuite.com support@VXSuite.com 5123 Commerce Drive Murray, Utah 84107 1-866-4vxtracker
  • 66. Dollars to Devices to Behavior •  Save Money •  Manage Devices •  Manage •  Spend Effectively •  Monitor Employees •  Measure Performance •  Assess Employee Effectiveness of •  Be Alerted to Productivity that Spend Problems Quickly •  Encourage Correct •  Allocate Costs •  Respond Efficiently Behavior •  Make Money •  Protect the Unified •  Minimize Risk Communication •  Improve Customer Experience Experience VXSuite
  • 67. QoS vs QoE What is the difference between QoS and QoE?Is there a difference?Most definitely! Let’s talk about the date that Bradasks Becky to join him on and we will displaydifferences between QoE and QoS. VXSuite
  • 68. VXSuite
  • 69. The Tools VXSuite
  • 70. VXSuite
  • 71. The Quality of Experience Equation The Right InformationThe Best Methodology Dollars Quality of Experience Devices Behavior i le VX ob Pu M lse VX The Right Technology True Collaboration VXSuite
  • 72. To panel board main Risk #1 ~ CostRisk #2 ~ Loss of DeviceRisk #3 ~ AbuseRisk #4 ~ ControlRisk #5 ~ Safety
  • 73. To panel list main To panel board main1 •  Finding the perfect balance in cellular plan2 purchasing takes knowing the account inside & out. 345
  • 74. To panel list main To panel board main1 •  Number one threat to corporate information2 •  Users are lazy when it comes to mobile technology •  Open device leads to data loss3 •  How are users using the device? •  Educating users is the key45
  • 75. To panel list main To panel board main1 •  Most employers believe this is the biggest problem2 •  What is acceptable use? Tethered modem Personal calls Backup data Internet3 Internet Facebook Memo taking Ringtones GPS navigation Camera Camera Texting4 Texting Music Ringtones Jokes New workforce, new times, new attitudes5 •  •  Expectations need to be defined in Policies
  • 76. To panel list main To panel board main1 •  Personal vs. Corporate Liable2 •  Is it company data or personal data? •  How does the company get it back?3 •  Can they “loan” it to a non-employee?45
  • 77. To panel list main To panel board main1 •  Union Pacific freight train and a Metrolink commuter2 train collided head-on. •  NTSB faulted the Metrolink trains engineer for3 sending text messages while on duty.45
  • 78. Do You Know What to Do Next?•  Create and communicate a wireless policy to your employees.•  Optimize the inventory of your wireless devices.•  Understand how your cellular usage supports your business.•  Optimize your spend plan by ensuring that subscribers are on appropriate wireless plans.•  Give management the information they need for proper oversight. •  Gain more accountability from your wireless subscribers. •  Be fully prepared to negotiate with your provider
  • 79. Lifecycle ManagementWhat’s your 5 year plan?