For Industry and Utility companies, ensuring that CRM systems and contact centres are always performing can be essential.  Guaranteeing the end-to-end service and ensuring response times is critical to maintaining customer service.

An increasing reliance upon networking technologies to automate business operations means that today’s industry and utility companies need to:

• Assure timely repair of outages – scheduled and unplanned
• Ensure the availability and timely response of contact centres
• Maintain high availability to customer records
• Manage WAN / MPLS-based network capacity and budget planning activities
• Troubleshoot network and application response time issues
• Support disaster recovery and business continuity plans
• Maintain high availability to business-critical applications and services for distributed measurement and control
• Expand the usefulness of the traditional data network with initiatives such as mobile/ wireless access to maintenance scheduling and on-line facility repair documentation and IP Video for use by field technicians.

At major company locations, communication among the departments are typically performed over Gigabit Ethernet LANs, while those among geographically distributed headquarters, data centers, power plants and other energy resources are conducted over high-speed WAN circuits. Local billing offices often communicate with headquarters and data centers over lower speed WAN connections. Business applications typically running in electric power company networks might include Citrix, SAP, Oracle, e-mail, and new web-based or custom applications.

Utilities must adopt real-time, integrated solutions that span and connect the organization to facilitate a broad range of business processes.

Nxtera’s solution portfolio includes several solutions which span these Operational Support System requirements, including best of breed offerings from Empirix, NetScout, Castle Rock and Microsoft.