Tone Software's ReliaTel Helps AdvanTel Achieve over 95 Percent in Client Satisfaction Ratings
February 07, 2013
By Allison Boccamazzo
, TMCnet Web Editor
AdvanTel Networks is a San Jose, C.A.-based provider of voice and data network services including design, implementation and ongoing maintenance of high-end business networks. Serving both the small- to medium-sized business (SMB) and enterprise, this company boasts more than 25 years experience with a tight group of skilled network engineers to support its worldwide client base. Still, regardless of how established a company is, it can always use some more help, and this is where Tone Software (News - Alert) comes into play.
While a company may be one in a million, its technology may not, and just like any company looking to stay up-to-date and competitive in the industry, AdvanTel relies on first-rate, state-of-the-art technologies to remotely deliver services that ensure voice network quality of service (QoS), performance and service levels.
Needless to say, when AdvanTel’s existing remote monitoring and management technology started to falter, the company immediately began its search for the next best thing. “Their existing tool performed periodic polling of managed devices for alarms, and then faxed the alarm information to AdvanTel engineers—an inefficient process that delayed notification, significantly extended response times, and negatively impacted maintenance service agreements,” a recent case study explains.
What caught the eye of this company was ReliaTel’s extreme combination of high power and flexibility to effectively manage and monitor such things as TDM, VoIP and IP voice network devices from virtually any vendor, including Avaya, Cisco and Mitel (News - Alert).
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ReliaTel not only provided AdvanTel Web access that enabled clients to view their own networks without impact to other clients, but it permitted strong trending and analysis reports to rapidly identify problem patterns, allowing the company to more proactively address issues as a value-added service within maintenance contracts, according to the case study.
After AdvanTel invested in Tone Software’s esteemed ReliaTel VoIP network monitoring and management solution, it saw a complete change in operations, which naturally spiked customer satisfaction rates.
"Our customers love the ability to log into our VantagePoint service and gain 24x7 visibility on how their network is performing,” beamed AdvanTel Director of Programs, Debbie Roark. “Because the ReliaTel application can be rebranded, it fits seamlessly into our service and maintenance offerings, and enables us to deliver higher value services to our clients."
"Since implementing ReliaTel as the technology driving our VantagePoint service, our maintenance contracts have become a strength of our services portfolio. We have been able to consistently exceed our Service Level Agreements and achieve over 95 percent in client satisfaction ratings—a key competitive advantage for our company,” concludes Joe Twohy, VP Operations & Converged Technologies.
To learn more about Tone Software and its ReliaTel solution, visit www.tonesoft.com.
Edited by Rachel Ramsey