Beacon

Customer Initiated Visibility

(i)View Beacon Overview(i)View Beacon is a platform for Cloud self-service. It allows providers to be transparent with their end user experience by providing clients with self-service capabilities to initiate trouble shooting of their own issues. Today’s dilemma is that no single group can take responsibility for the user’s experience with a hosted application, there are so many entities involved – hence the finger pointing.

Leading providers of hosted services are using (i)View Beacon software to empower users to launch enhanced diagnostics tools prior to calling for assistance. The information provided by (i)View Beacon enables the hosted application provider to identify and resolve connectivity and performance issues.

 
 

Key Features of the (i)View Beacon:

 

Self-Service Analysis Self Service Analysis

Initiated by launching a URL, the user obtains quick and clear information on operational statistics and anomalies that may need to be addressed. These quick tests include ports, link speed and  carrier identification. Based on the results, the outcome is given clear, actionable terms – Customer Side Problem or Carrier Problem.

 

 

 

 

CSM Data Driven Problem SolvingData Driven Problem Solving

(i)View Beacon provides multiple relevant data points providing information enabling educated decisions to be made.  Items such as route path, route metrics, and carrier networks traversed increase visibility.  Additional items such as CPU load, operating system details, running processes and a robust toolkit arm you with extensive data to help speed problem identification.

 

 

 

 

Decreased Resolution Times CSM Decreased Resolution Times

Quickly identify the most likely cause of the issue so you can engage the correct resources for prompt resolution.  First level low friction analysis via the self-service page with intelligent algorithms provide quick and immediate feedback regarding performance metrics that do not meet defined thresholds.

 

 

 

 

 

Enhanced TransparencyCSM Beacon Enhanced Transparency

Provide your customers with self-service tools giving them the ability to check the health of their connection to you at any time.  Empower them to confirm that your network is running efficiently and identify who may be responsible for their degraded experience.  Stop finger pointing between carriers with hard evidence showing where the issues lie.

 

 

 

 

 

Improved Customer ExperienceCSM Beacon Customer Experience

Provide customers with easy to use tools empowering them to “take control” of the situation and eliminate the feeling of helplessness often associated with cloud based application performance issues. Customers will be delighted to know that at any given moment they can check to see what may be impacting their experience. Add to that the fact that provider side technicians have easy access to the same information as the customer without asking the customer to relay test results and the advanced tools where technicians can execute tests on behalf of the customer and you have the ultimate customer experience.