April 21, 2009

IP Telephony Customer Service Delivery for the Managed Service Provider

  • Gary Audin, Delphi, Inc., on behalf of Prognosis
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 IPT environment.

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