Experience Manager provides real-time performance management for Unified Communication (UC) services.

Independent measurements of service quality, from the end users’ perspective, are generated across all real-time UC services and vendors. These Quality of Experience (QoE) metrics are centralized and then presented through a targeted set of GUI modules to enable Operations Teams to successfully manage the diverse and complex networks inherent in UC deployments.

Experience Manager is a significant leap forward in Proactive UC Service Management. Not only are high level performance summaries, service breakdowns by UC endpoint and individual stream analysis available in real-time, but a continuous, systematic characterization of all voice and video streams yields a new class of QoE event. The generation of such QoE events requires a deep understanding of service impact from a range of factors including IP Network impact, speech distortion, echo detection and video compression.

Experience Manager provides a comprehensive view of UC service performance, with truly independent measurements of QoE, across:

• Voice - Fixed IP Phones and Softclients, including Microsoft Lync, IBM Sametime, Cisco IP Communicator, Cisco UC Integration for Microsoft OCS and Lync
• Video - Desktop and Dedicated terminals, including Cisco VC and Telepresence, Polycom, Tandberg
• Multiparty Conferences - both audio and video
• Video Streaming - within the enterprise

Experience Manager is targeted at the Operations and Management teams within the Enterprise or Service Provider. The proactive QoE Event generation and detailed UC service performance characterization enable each of the functions within these operations team to work effectively and efficiently. This is only possible by measuring and understanding the service impact of both IP network and media quality degradations. For Unified Communication (UC) services this means:

• Fast adoption and service uptake
• High user confidence that service will meet expectation
• High quality end user interactions increasing workplace productivity
• Proactive QoE Event generation reduces number of tickets from end users
• Trouble Tickets are allocated to correct resolution teams; first time, every time
• Long term performance reporting and trending directly reflects end user experience 

Experience Manager boasts a comprehensive set of performance management features for UC services: 

• Proactive Voice and Video Performance Management in diverse UC environments
• Real-time generation of QoE based events with automated troubleshooting
• Real-time Dashboards - Business-relevant service level alerting
• Historical Reports – by service, fault, location or device
• Service Desk Review – interrogate by extension, phone number, URI or physical  address
• Powerful Troubleshooting and Diagnostics with drill down to individual calls 

There is no better way to manage service performance that to know what the end users are experiencing and to optimize UC service delivery in real-time before issues become complaints.