Operations | Monitoring | ITSM | DevOps | Cloud

Winning and retaining customers in a subscription-based business model requires solid and reliable service delivery. For Mitel partners, it has never been more critical for your UC customers to be able to rely on state-of-the-art service quality to maintain their business continuity. Mitel Performance Analytics (MPA) already enables hundreds of partners to ensure exceptional service delivery quality for their customers.  

Real User Monitoring (RUM) is becoming increasingly popular during the pandemic as most employees start to work remotely from home. This type of passive monitoring approach captures the real end-user experience of accessing web applications. IT gathers SaaS application performance metric data and leverages those insights to quickly troubleshoot issues for remote workers. On the other hand, Synthetic monitoring emulates real users accessing cloud and infrastructure services like Microsoft 365. Businesses would benefit from a holistic monitoring strategy that includes both RUM and Synthetic tests to cater to the needs of a hybrid remote workforce.

End-User Experience Management (EUEM) is evolving post-Covid-19. Businesses are now moving towards phase 4 of the Covid-19 timeline. This includes understanding remote worker behavior and preparing for the new normal. Technology and IT leaders are increasingly using data to measure the employee experience. According to Forrester, 64% of technology leaders will invest in data and analytics technology to improve remote worker experience. Employees will adopt a hybrid work approach and businesses will want to employ broader employee engagement analysis and understand why a problem is happening at remote locations. Engagement and productivity insights will be delivered via synthetic and real user monitoring for Microsoft 365, Office 365, Teams, and SaaS applications.

Great user experience and web performance are essential for modern applications. Time spent waiting leads customers to leave. To keep users happy and revenue flowing, you need to know what's happening from the user's perspective. Splunk Digital Experience Monitoring (RUM & Synthetics) helps you see how your users really experience your site. As part of Splunk Observability Cloud, Digital Experience Monitoring gives you an end-to-end look at how your application is performing.