Mapping the Wild Wild West:  Using VoIP Analytics to Understand Resource Allocation in OTT Deployments

Author: Rosa Lear, Director of Marketing at Edgewater

EWN_Logo_1SEP11For over-the-top (OTT) providers, deploying IP communication solutions in customer environments can be a bit rough and tumble – you really never know what kind of environment you’re going into. In some cases, the IT systems are over provisioned, expertly managed and properly controlled from a resource allocation perspective. At other times, your communication systems are fighting for resources and left at the mercy of every traffic spike the network manages.

There’s no denying that fluctuations in network performance and traffic load impact the performance of the real time communications solutions they support. And the worst part? Customers expect your solution to deliver great quality for every single call, conference and video chat they initiate.

So what’s an OTT provider to do? With limited control over the environment – and zero visibility into what’s really going on in it – they have very little recourse when customers call and complain. That is, unless they have VoIP analytics.

With VoIP analytics solutions in place, OTT providers gain granular visibility into what is really going on in customer environments at a network QoS level.

VoIP Analytics: New Insights into Unknown Environments

To start, VoIP analytics help OTT providers rapidly quantify the extent of client issues. If one Board of Director’s conference call gets disrupted, often companies panic and consider the whole system suspect.  OTT providers need to know if these high visibility issues are just an anomaly or indicative of a more persistent problem.

More importantly, OTT providers can use analytics to quickly pinpoint the true cause of the problem.  With a few clicks, engineers can analyze calls with subpar MOS scores and see where the commonalities lie.  Perhaps a server or router is failing and simply needs to be replaced.  But communications can also fail when the IT infrastructure is not properly provisioned or doesn’t have enough resources to support the needs of real-time communications.

By comparing QoS requested vs. QoS delivered for voice services, conferencing services or video services, OTT providers can quickly see how well the customer’s infrastructure is managing their IP communications systems – especially when traffic spikes occur.

With a VoIP analytic solution, you can quickly and easily run complex analyses – in just minutes, you can completely characterize a wide range of service conditions in any customer environment.

Actionable Intelligence

Armed with data, you can have a frank, productive discussion with clients about what they need to support their business’ critical communications solutions.  Because you’re not guessing and asking them to try a bunch of fixes, time to resolution is extremely fast.  Best of all, you can diffuse angry support calls in a matter of minutes because your “troubleshooting tools” are far more powerful than before.

With VoIP analytics, you don’t have to wait for customers to complain – you can be much more proactive.  You can set up highly complex, customer specific alerts; for example when latency in the video chat sessions at Acme Corp goes above 50 ms for 2 hours, you’ll know exactly who to contact to resolve the issue.  You can also monitor QoS levels to discover when networks no longer have sufficient capacity to meet the demands of their communications systems.

With meaningful insights, OTT providers can work with customers to solve their issues before they impact that important conference with the Board of Directors.  By aligning with customers and helping them solve problems in their own environments, you’ll be seen as a valuable ally in a never-ending struggle to effectively manage resources, ensure quality and guarantee service uptime.


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