Increased ROI & decreased IT costs

Enabling Network Operations Center (NOC) transformation for
AVAYA Managed Service Providers (MSPs)

Case Study

Traditional MSPs support simple & on-premise environments


Future-ready MSPs support dynamic & hybrid environments 



Signs that warrant a transformation

Are your IT complexities growing along with your increasing client base? Is your existing IT infrastructure insufficient to keep pace with your growth? NOC management can be technically challenging for MSPs, leading to critical business impact!

Technical challenges

  • Inability to meet SLA’s
  • Very high Mean Time To Repair (MTTR)
  • Constantly increasing project backlogs
  • Inadequate visibility into client technologies
  • Not the first to know about outages

Business Impact

  • Unable to retain existing clients
  • Expensive resources wasted on firefighting
  • Dwindling employee productivity
  • Loss of control on client environments
  • Sluggish increase in new business

Identify your Avaya managed service challenges:

Blueprint for Transformation

Challenges with Avaya managed services can be addressed by transforming IT operations. Optimizing your networks drives efficiency & rapid service deployment, which delivers high quality of service to your clients.


To get started on your transformation journey, you must focus on:


All processes and procedures need to be standardized to ensure business service reliability across IT operations.


Set up an integrated solution for the tools & monitoring systems, using a single-pane-of-view, to deliver service performance insights into client ecosystem.


Ensure proactive response to critical customer issues (L1 to L3 alerts), with detailed root cause analysis.


It’s imperative to set up comprehensive automation for performance, service-level, and trouble management functions. IT has to evolve into a service-centric operations center that focuses on both network performance and customer experience.


Identify key processes and system issues, utilize historical data & improve business outcomes to increase workforce efficiency & productivity.

What's in it for you?

  • IT Transformation
  • Operational Efficiency
  • Increased ROI
  • Resource Optimization

IT Transformation

By successfully transforming your IT operations, you can:


•  Achieve operational excellence
•  Improve Quality of Service (QoS) with service assured processes
•  Save up to 20% in operational expenses

•  Free up expensive IT staff to focus on business initiatives and innovation


Operational Efficiency

Advanced tools, methodologies and certified networking expertise ensure zero network outages and provide:


•  24x7x365 proactive support and monitoring 
•  Up to 45% reduction in MTTR
•  99% adherence to SLA’s
•  Up to 20% improvement in client satisfaction

Increased ROI

Control over your environment with a ‘single-pane-of-glass’ view, can:


•  Increase range of service offerings
•  Reduce revenue loss due to service outages and customer attrition
•  Improve reputation for customer experience in the market
•  Increase profit margins up to 16%

Resource Optimization

Streamline business processes to:

•  Increase employee satisfaction 
•  Decrease employee attrition

•  Improve skilled-resource retention

Get started with IT operations transformation!

Hope we helped you envision your journey!


Still not convinced? Download our case study, to learn how we helped a leading Avaya MSP transform their NOC & IT operations