SOURCE: Psytechnics


March 23, 2010 09:00 ET

Psytechnics Introduces Most Advanced UC and Collaboration Management Platform Yet: Experience Manager 5 With Service Desk

Guaranteeing Quality End User Experience for Real-Time Voice and Video Applications for IT and Operations Teams With Unparalleled Ease of Use and Enhanced Video Performance Management

ORLANDO, FL--(Marketwire - March 23, 2010) -  Psytechnics, a provider of voice and video service management solutions, today announced at VoiceCon Orlando 2010 the release of Experience Manager 5 with Service Desk. This product evolution is the most comprehensive UC service management solution available on today's market, delivering significant and tangible business benefits for enterprise and service provider IT and operations teams. 

Experience Manager 5 with Service Desk delivers trusted, independent end-user quality of experience (QoE) visibility for real-time unified communications (UC) and collaboration in a simplified, actionable form to IT and operations teams. It supports UC in the broadest sense, covering multiple technologies, multiple vendors, as well as the range of communications media and access devices, enabling IT to support service delivery end-to-end from one application, while ensuring successful deployments and customer confidence. 

"Psytechnics Experience Manager 5 is simply a breakthrough in managing the users' telepresence, video, VoIP or contact center communications experience," said Peter Brockmann, President of Brockmann & Company. "Its customizable and attractive web GUI makes anticipating, identifying, troubleshooting, and correcting real-time service defects faster, simpler, and easier than ever before. The IT help desk professional can even view specific voice or video session performance attributes while users are on the phone, before issuing a trouble ticket. Quality of Experience is the trigger for the next wave of service differentiation for managed service providers, carriers, and enterprises alike. Psytechnics' Experience Manager 5 is a powerful advantage."

Key Features and Benefits:

  • Features a new user interface based on a comprehensive usability and information architecture design, delivering simplified, business-actionable intelligence for IT and operations teams, including views for monitoring, troubleshooting and reporting

  • Includes enhanced video performance management capabilities, such as video quality for multi-party conferences and diagnostics describing adaptation of image-size and data-rate, as well as sophisticated IP-network measurements

  • Fully integrates Service Desk Manager within the product, significantly reducing operation costs by enabling Level 1 support functions to rapidly identify the source of quality complaints and escalate trouble-tickets to the correct resolution group, providing value for the entire services and support infrastructure teams

  • Provides real-time diagnostics during calls and combines call QoE data with call detail records (CDR) to allow greater visibility of end-user experiences with fault descriptions generated in plain English during the session for efficient escalation and resolution

  • Builds on Psytechnics' verified, vendor-independent measurements to accurately determine user experience, rather than relying on network statistics or vendor specific estimates

  • Allows call quality management with Telepresence video, desktop video, audio conferencing, contact centers, SIP trunking, VoIP gateways, handsets, soft clients, and even fixed-mobile environments

  • Supports both proactive and reactive service management processes while driving higher levels of user satisfaction, reducing IT costs, optimizing resources, and reducing MTTR

"Experience Manager 5 is able to span the multi-service, multi-device, cloud-oriented or premise-based enterprise communication and collaboration architecture that is emerging, while bringing the crucial element of end-user visibility and quality of experience management," said Anthony Finbow, CEO, Psytechnics. "Through the combination of Experience Manager 5's proactive and reactive management capabilities, organizations can see up to an 80 percent reduction in call quality incidents through the proactive management of both application and network-based threats. With this new upgrade, we are advancing enterprise communications by enabling IT to roll out new UC applications quickly while also driving the adoption of UC by optimizing quality, which, in turn, increases confidence in new offerings." 

Psytechnics is demoing Experience Manager 5 with Service Desk at VoiceCon Orlando 2010 at booth #522 and Dr. Mike Hollier, CTO, Psytechnics, will be speaking on two panels tomorrow, Wednesday, March 24th:

Psytechnics, Experience Manager 5 with Service Desk, VoiceCon Orlando 2010, unified communications and collaboration, voice and video, Peter Brockmann, Brockmann & Company

About Psytechnics
Psytechnics provides simplified service management for the most demanding real-time unified communications, specifically voice and video, over next-gen fixed and wireless communications networks and applications. Psytechnics' Experience Manager 5 delivers trusted, independent end-user quality of experience (QoE) visibility for real-time voice and video UC in a simplified, actionable form to IT and operations teams. 

Experience Manager, winner of Internet Telephony's Product of the Year 2008 and 2009 awards and Unified Communications magazine's Product of the Year 2008 award, provides visibility of noise, delay, distortion, echo, jitter, packet loss, frame rate, blockiness, blurriness, etc., which determine users' experience, to enable proactive performance management and rapid resolution.

Psytechnics' solution is used by managed service providers, such as, AT&T, BT and Optus; enterprises, such as Friends Provident and KPN; as well as infrastructure partners, such as Avaya, CA Smart, Cisco, HP Software, IBM, Microsoft, Polycom, and Tandberg. Psytechnics is headquartered in Ipswich, United Kingdom with an office in Portsmouth, New Hampshire. 

Visit Psytechnics on their website, blog Psytechnically Speaking, Facebook fan page, and Twitter page @Psytechnics.

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