IP Telephony Customer Service
Delivery for the Managed Service Provider
By Gary Audin, Delphi, Inc., on behalf of Prognosis
Posted April 2009
As IP telephony (IPT) has matured and Managed Service Providers (MSPs) manage increasingly large-scale deployments, the concept of voice communications service delivery has also developed.
The MSP that manages IPT not only needs to be able to follow the break/fix philosophy, it also needs a high-level view of the entire environment to manage customer expectations for voice quality and service availability.
This paper explores service-level
reporting and demonstrates how solutions such as PROGNOSIS IP Telephony
Management Reporter can provide the MSP with the necessary visibility across the
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