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All Managed Service Providers ultimately have common goals; delivering effective services, driving out costs from their business, and offering prices to their customers to suit individual requirements and, differentiating those prices from competitors. When it comes down to effective cost control, performance management is a key factor.

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The migration of applications into the Cloud has increased the need for Application Performance Management for both Managed Service Providers (MSPs) and Corporate Customers across every vertical market sector. The availability and overall user experience of business applications is a focal point for businesses. Without visibility, the close monitoring and management of business-critical applications performance cannot be achieved effectively, leaving end users too often unaware of what is causing poor performance of their applications. 

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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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