GlobalPhone Quantifies Operational Savings
Using Edgewater Networks
EdgeMarc network services gateways and EdgeView VoIP Support System instrumental in
delivering high quality, low cost GlobalTone Services
Santa Clara, Calif. – October 16, 2006 In order to effectively market and sell GlobalTone,
GlobalPhone’s VoIP service, GlobalPhone’s team needed the assurance that it could deliver the
highest quality VoIP service at competitive rates. GlobalPhone’s Director of Operations Mark
Davis identified network monitoring/management
and the CPE demarcation as critical components to
control operating expense while offering premium
customer service.
EdgeMarc as a “Call Quality Manager”
After assessing multiple options, Davis decided to
standardize on the EdgeMarc network services gateway family while integrating the EdgeView VoIP
Support System into his network management
platform. GlobalPhone has gone so far as to
rebrand the EdgeMarc routers as “Call Quality
Managers”, not just an edge device or appliance.
EdgeMarc Installation/Setup Efficiencies
After several installations, Davis quickly realized that the cost of setup was significantly higher
without using EdgeMarc as the demarcation point. The difference was so great that setup
using EdgeMarc took approximately 3 minutes per IP phone configuration versus 12-15
minutes without – saving an average of 4 hours per 20 phone installation. With these
numbers alone, Davis decided to standardize on the Edgewater platform or he would quickly
face an untenable situation.
To reinforce the value placed on EdgeMarc routers at edge of the network, GlobalPhone
decided to charge a 50% premium for non-EdgeMarc customer support calls. “We literally
couldn’t afford not to have EdgeMarc at the customer premises. Our installations alone were
significantly more expensive (for us and customers) and post installation issues were far
greater.” Said Davis.
Support Made Easy
Without using EdgeMarc to recognize QoS issues and the EdgeView to monitor each site,
GlobalPhone’s operations would essentially be blind to the network behavior. Using EdgeMarc
as the demarcation point for troubleshooting and EdgeView to measure call quality,
GlobalPhone operations proactively measure and report on QoS. When MOS (Mean Opinion
Score) trends below the GlobalPhone threshold, Davis’ team receives an alert and proactively
notifies its customers by emailing a graphical report. Additionally, these reports are used to
illustrate when issues reside in the last-mile provider’s network.
“Since we’ve started installing EdgeMarc at the customer site and proactively managing call
quality with EdgeView our support calls have effectively been eliminated.” Said Davis.
“GlobalPhone has identified key ways to improve its operational efficiencies while reducing
expense and improving the customer experience. GlobalPhone continually demonstrates it
commitment to quality and we’re grateful to be part of that equation.” Said Dave Norman,
CEO of Edgewater Networks.
EdgeMarc/EdgeView Benefits
-Eliminates Support Calls
-10+ minutes saved per IP phone configured (up to 4
hours per 20 phone installation)
-50% premium placed on non-EdgeMarc support calls
-Proactively distributes reports for calls below Mean
Opinion (MOS) threshold
-Simplifies handling of last-mile issues with
demarcation point
For more information about Edgewater Networks please visit our website at
www.edgewaternetworks.com or contact us at sales@edgewaternetworks.com.
About Edgewater Networks, Inc. - Converged Networking. Simplified.
Edgewater Networks develops networking and security products that ensure the secure and
reliable delivery of IP based voice and video for service providers and enterprises. Edgewater
Networks’ award-winning solution simplifies setup and management of converged networking
applications and provides proven operational savings from the remote office to the core of the
network.
For more information about Edgewater Networks, Inc. please visit the company’s website at
www.edgewaternetworks.com or contact Oliver Davis at 415.595.7481.
About GlobalPhone Corporation
GlobalPhone is a facilities-based Federal Communications Commission (FCC) licensed carrier
headquartered in Falls Church, Virginia, a suburb of Washington, DC. Established in 1995,
GlobalPhone is a privately held, debt-free corporation with a worldwide customer base of over
600,000 end users and a network of over 300 business partners in over 130 countries.
GlobalPhone is dedicated to providing high quality, innovative services to the international
telecommunications market. We build enduring relationships with our partners and customers
by providing a creative approach to enabling technology, and by offering outstanding customer
service at competitive rates.
