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Cloud needs new tools

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As organisations move their computing into cloud-based services, maintaining the quality of network connections becomes more and more important – and, says CHRISTOPHER BURELL of Vox Telecom, a new generation of network management tools is needed.
Network performance is thensingle biggest factor that determines end user experience and productivity. Butnfinding the source of a network problem is like finding the proverbial needlenin the haystack. It’s made worse by the fact that the issue may not be on yournlocal network; it could be with your ISP, or with their upstream servicenprovider, with an overseas link or even with the application itself.

The lack of certaintyninvariably leads to finger-pointing. The application developers blame thennetwork manager who blames their ISP who blames Telkom who blames Seacom, andnso on. We’ve only found one tool that can cut through the tangles, and that’snPathView Cloud.

PathView Cloud enablesnmanagers to examine the entire network path from end to end in detail. Anyncloud service is only as good as the slowest point along the way. If you cannidentify the bottlenecks, you know who to call.

The network management servicenis itself cloud-based, which gives all the advantages of any cloud-basednservice: It’s easy to use and maintain, there’s no major capex spend and zeronadministration, and it can be deployed very quickly. Other systems can take anyear to deploy, this can be up and running in a couple of days.

Deploying the system withinnVox Telecom itself has already improved its network management. We can easilynidentify configuration errors and track bandwidth usage right down to the levelnof individual devices and users. We’ve had a couple of cases where we couldnpreviously have gone back and forth for weeks trying to find an error – wenturned PathView Cloud onto it and instantly pinpointed a problem we could fixnwithin minutes.

The service has provednparticularly useful when deploying new voice and hosted PBX solutions. It’s notnalways easy to tell whether a network is voice ready. Now we can quickly assessnthe network and tell our customers exactly what needs to be done to ensure ansuccessful voice implementation. It also makes maintaining quality of servicenmuch easier because we have complete insight into the network and applicationnperformance.

Giving our customers access tonPathView Cloud means they’ll be able to monitor our performance too. If ancustomer is paying for a premium service, they need to know they are gettingnthe quality they expect. The more people adopt cloud-based services, the morenimportant this kind of network monitoring and diagnostics will become, in fact,ngoing forward, no IP service will be sold without PathView cloud.

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Telcos want one face

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The investments that telecommunications service providers are making in reshaping their online properties into customer-centric portals reflects the growing maturity of self-service and Internet uptake in the industry, says KEVIN MELTZER of Consology.

Many telcos around the world are overhauling their websites to offer customers more holistic portals that give them a single point of entry into the organisation.

They are doing so because they recognise that service will be a key point of differentiation for their businesses in a market that is becoming increasingly competitive. They have also realised that they have a major opportunity to shift customers away from expensive contact centres towards low-cost electronic channels.

In the past, most telecommunications operators ran multiple sites across multiple domains and subdomains. These web-based properties were built around the way that telcos structured their own businesses rather than around the needs of the customer. But we are now seeing the leading operators take a more user-centric approach to the way that they design their web and mobile sites.

This coincides with a change in the industry from slicing customers into numerous segments and then serving them across a range of functional and product areas. For example, many operators split customers into prepaid and postpaid segments or voice and data users, distinctions that are becoming less meaningful in a world of technology convergence. They now want to present a single face to the customer rather than servicing the subscriber through silos.

These changes are starting to percolate through to operators’ customer service and sales strategies. Telcos are starting to pull together disparate products and services that once resided across multiple sites into customer service portals.

These sites put a wide range of information at the subscriber’s fingertips, he adds. Increasingly, for example, subscribers can log directly into their accounts from the operator’s homepage and then access a wealth of services and information. This marks an evolution from the fractured and inconsistent customer experience of the past.

Leading operators are even thinking about how their Self-Service platforms should be integrated with social media strategies to allow customers to pay their electronic bills or top up airtime with a single click from within a social network.

Whereas Self-Service portals on telco sites were once purely about account management functions, they increasingly offer far richer functionality. In addition to allowing subscribers to pay their bills and check their account information, they are also increasingly becoming the first stop for service and commerce.

Operators have started to recognise that splintering their e-commerce, service and account management functions simply makes no sense. Customers want to be able to do everything through one interface rather than needing to visit two or three Web sites, or eventually possibly needing to phone a call centre or visit a store for certain transactions.

Integrated and easy to use online customer service channels will be central for telco operators who want to be competitive in the markets of tomorrow. They form an advantage in an industry where it will be customer relationships rather than cost or service that drive loyalty and purchasing decisions.

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Talk for less with MWEB Talk

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Today, MWEB announced its consumer VoIP package called MWEB Talk, which allows users to make free network calls and get discounted rates made to landlines and mobile phones.

MWEB, today launched its new Voice over IP (VoIP) offering to South African consumers. The service, MWEB Talk, will offer users’ free on network calls to fellow MWEB Talk users’ and cheap calls to landline and mobile phone numbers. This follows the success and demand of the ISP’s existing VoIP products in recent months.

‚”We have seen a noticeable transformation in users’ Internet behaviour with consumers wanting services that complement their ADSL connectivity solution. We have seen phenomenal growth and by the end of the year will deliver over 100 million minutes on our VoIP platform,‚” says Carolyn Holgate, General Manager of MWEB Connect, the ISP’s Consumer and Small Office/ Home Office Division.

MWEB has made significant investments in its infrastructure and VoIP has been prioritised on its network to ensure performance and stability of the MWEB Talk service for both businesses and consumers.

‚”In addition to the high quality of the service, MWEB Talk is also simple to set-up and users’ should experience a significant reduction in their telephone bills. By implementing a VoIP service consumers and small businesses can cut their monthly telecommunication bills by up to 55% to landline and mobile numbers,‚” says Holgate.

With no subscription fee, existing MWEB customers can log into their MWEB account, register for the service and download the application for PC and Mac as well as mobile applications that turn an iPhone, Android, and Nokia smartphone into a VoIP phone. Customers will also be able to purchase a Desktop VoIP Handset for R99 which will be HD voice ready and will support multi-extensions.

‚”We believe that VoIP is the future of telephony in South Africa and we are extremely excited to see the consumer market shift into the VoIP space,‚” concludes Holgate.

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