Qwest Communications selected Helsinki-based Accanto Systems’ Traffic Analysis and Monitoring System (TAMS) to provide call monitoring and troubleshooting for its internal call center in Denver.
Accanto, formerly Sunrise Telecom Protocol Products Group, got the gig in part because of its ability to correlate SS7, TDM and VoIP traffic data. The Call Center, which serves Qwest company locations throughout the western United States, is responsible for routing all intra-company voice traffic, including critical divisions such as Mass Markets, Repair, Business Marketing and many internally-focused support groups. It is served primarily by TDM circuits for the local voice network, but also by VoIP circuits in the long distance network.
Qwest needed to create end-to-end visibility of traffic traversing these TDM and IP networks to facilitate monitoring and troubleshooting services from the call center. It also picked Accanto’s TAMS for its ability to provide high-level trending and reporting, which will improve its ability to accommodate for peak times and events.
Qwest’s Ron Amstuz said these capabilities will be especially important as the company migrates to an all-IP-based network for internal communications.
Accanto Systems has 175 customers in over 60 countries and is a leading supplier of advanced, probe-based customer service assurance and troubleshooting solutions to communications service providers worldwide.
