Azzurri Communications, the leading Telco managed services provider has selected NetEvidence’s Highlight network monitoring system for use across its whole network infrastructure to deliver improved customer service, increased efficiencies and reduced costs. The system went live at Azzurri’s Network Operating Centres in Weybridge and Wakefield in July 2009 following a short pilot.

Azzurri’s managed network customers have been using NetEvidence’s Highlight (under the brand Flexiview) as the standard network reporting tool since 2006. The extension of Highlight to the Network Operating Centres (NOC) means Azzurri has harmonised its internal view of its network with the information it delivers to customers.

With Highlight, the Azzurri’s Network Operating Centres gain a real-time view of its managed network portfolio which includes networks for more than 450 customers such as Citizens Advice, DSG International (with stores Dixons, PC World and Currys), Visa, Eversheds and the Co-Op. Clear red alarms are visible on the easy to read screens should a network problem occur and the service engineer can then alert their customer.

Steve Clark, Support Services Director for Azzurri Communications, said, “Highlight’s Software-as-a-Service (SaaS) delivery model means new technologies and functionalities can be added easily, so our NOC customers receive the benefits immediately. The system is also highly scalable, so we can accommodate new business without having to increase headcount. Most importantly, the SaaS model means there is no capital investment - we simply use what we need and increase our requirements as we grow.”

When an alarm has been acted upon, Highlight assigns a ticket number to that alert so Azzurri can identify who picked it up and at what location thus helping to measure and monitor productivity. The management information from Highlight also shows key trends so Azzurri can plan staffing levels more accurately for peak times across its 24-hour service.

Steve Clark, continues, “NetEvidence’s Performance Reporting and Alert Management provides Azzurri with a common platform to continually look at ways to improve the service proposition to our customers. This means when our service managers attend their monthly customer meetings, they are equipped with a single set of reporting information which is far more efficient. And if a customer contacts us with an issue, we only need analyse one software tool enabling the NOC teams to be more efficient, ultimately reducing down time for our customers.”

Richard Thomas, Managing Director of NetEvidence comments, “We’re really pleased with this major expansion in the services we provide to Azzurri. Adopting a single monitoring solution throughout their business means that both Azzurri and their customers have a single, clear view of how their critical networks and business applications are performing. Azzurri have always recognised that strong communications with their customers is essential, and this contract underlines that approach.”