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Some service providers may be very reluctant to share performance analytics with their customers. But sharing service analytics data only enhances the value of the partnership, even if the performance is under the agreed service level. It demonstrates trust, openness and enables a different engagement between account managers, service managers and the customer.

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The benefits of Unified Communications (UC) combined with business-relevant UC service monitoring can exceed those of UC alone. Without monitoring and measuring, management is a difficult guessing game, in which the achievement of service levels is indeterminable.

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An investment in Unified Communications (such as Cisco’s UC suite and Microsoft’s Skype for Business) is only beneficial if it does its intended job. This may seem obvious, however, the day to day performance needs to be measurable.

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As more businesses come to depend on Unified Communications like Cisco’s UC suite and Microsoft’s Skype for Business, having a clear view into the quality of the users’ experience has become essential. This ensures both providers and users have an early warning of any degradation of calls, videos and voice quality.

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Disaggregated procurement is widespread in both the public and private sectors, but the challenges facing the public sector’s small and medium enterprises (SMEs) are of particular interest in the current climate. Purchase decisions might seem feasible for cutting costs from a procurement point of view, but they have direct implications for the business processes. A key challenge involves harmonising the procurement and management activities effectively for those who are tasked with the end-to-end management. How can disaggregation lift government procurement policies, for example? Can this improve risk management and minimise costs?

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In my previous blog, I looked at the potential of SD-WAN in 2017. In my view, one of its key benefits is that it complements the progression of artificial intelligence (AI), which has been ranked as one of the top 10 strategic technology trends for 2017 by Gartner.

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