Connecting People in New Ways, Anytime, Anywhere
Partner Solution Brief
Partner: Clearway Network Management
Solutions
Website: www.clearwaynms.com
Partner Size: 45 employees
Country or Region: United States,
Europe
Industry: Unified Communications
Quality of Experience Assurance
Consulting/ISV
Partner Profile:
Clearway is a global provider of
end-to-end Customer Experience
Management solutions.
For more information about Clearway
Network Management Solutions products
and services, visit the website at:
www.clearwaynms.com
“Marathon Telecom, a machine to machine dedicated
mobile operator benefits from Clearway CEM for
Microsoft Lync by empowering our help desk to
perform the work normally assigned to engineers. It
reduces our risk while providing greater visibility to the
business and enables a higher ROI from our investment
in Microsoft UC.”
Rony Cohen, Marathon Telecom
Business Needs
designed to help CIOs
accomplish these objectives.
Clearway CEM for Microsoft Lync
assures “always on” for
applications on Microsoft Unified
Communications, reduces
related IT support costs, and
accelerates adoption of
Microsoft UC.
Achieving these benefits requires
consistently high quality service
levels. Business leaders planning
to deploy Lync must be able to
show their organizations that
their solution will enable
transparency to assure quality
service levels while reducing
support costs.
Solution
Forward-thinking enterprises are
extending the capabilities of
their Microsoft IT platforms to
enjoy new business benefits from
Microsoft Lync Server 2010,
including reduced costs, higher
productivity, improved customer
service, and revenue growth.
The Clearway Customer
Experience Management (CEM)
architecture includes Clearway
CEM for Microsoft Lync which is
Clearway CEM for Microsoft Lync
provides real-time
synchronization and aggregation
of performance metrics across
devices from Microsoft Lync
Server 2010. It combines
Microsoft UC performance data
with other network solutions
data.
Clearway CEM’s Hub and Spoke
architecture allows flexibility in
adding additional sources of
data as use of network services
and devices increases. Use of
specialist software agents
eliminates the need for costly
specialist hardware.
Clearway CEM for Microsoft Lync
is a leading solution for
aggregating detailed Geography,
Performance, and Support data to
enable rapid, intelligent problem
resolution. The product’s key
related features include:
Easy-to-Use Rich Interactive
Dashboard for Support Staff
A Silverlight-based interactive
dashboard aggregates and
dynamically presents a
consolidated view of key
performance metrics.
Built-In Rules-Based Knowledge
Base System
This system helps define metrics
for measuring performance of the
enterprise’s end-to-end solution.
It allows custom alerts and rules
to be assigned to key metrics. The
underlying problems that give rise
to alerts are clearly defined and
the system helps aids the
construction of problem
resolution scripts for support
teams.
Performance data such as Lync
Packet Loss Rate and Lync
Average Network MOS is
supported by information from
the Knowledge Base and the
integrated decision tree. This
means that service issues and
adverse trends can be rapidly
and efficiently identified and
addressed minimizing any
business impact.
Benefits
Clearway CEM for Microsoft Lync
is an essential enterprise solution
platform for diagnosing and
resolving Microsoft UC service
issues. By providing transparency
for Microsoft UC converged
network solutions data, Clearway
CEM for Microsoft Lync drives
the following value:


Improved Customer
Satisfaction
Assures “always on” for
mission-critical UC applications
and enables definition of
customized SLAs for different
locations and sets of users.
Lower Support Costs
Level 1 support team requires
less knowledge to resolve
complex issues, reducing the
need to hire and build highly
specialized support teams.
This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS
SUMMARY.
Document published October 2010

Accelerated Enterprise
Adoption of UC
Clearway CEM for Microsoft
Lync assures improved user
Quality of Experience (QoE) to
accelerate enterprise adoption
of Microsoft UC— through
rapid problem identification
and resolution. Accelerated
adoption translates into faster
realization of UC benefits.