For nearly 15 years, Edgewater Networks has been helping Service Providers get into market and effectively scale their VoIP-based service offer. In fact, we’ve developed many of the best practices our customers use for effective service deployment. Whether it comes to the up-front process definition and planning or needing trained resources to take on an operational role, Edgewater Networks has the right people that can help.
Our services fall into two categories:
Edgewater Networks Plan, Build, Operate Services will focus on driving efficiencies into customer organizations, increasing customer satisfaction, and ensuring market success. By providing access to technology and industry experts Edgewater Networks is enabling our customers get to market in the fastest way possible with the highest ROI without having to build the expertise in house. Edgewater Networks Services provides just the right skillset at the right time to overcome any obstacles in the marketplace.
QuickConnect Interoperability Lab
End-users rely on service providers to install and configure new hosted PBX or IP trucking solutions with minimal disruption to their business, and leave behind a fully-functional, well-supported system. The QuickConnect Interoperability Lab is designed to eliminate the potential downtime that can occur during installation due to unfamiliar equipment or untested interoperability, by certifying that equipment works seamlessly with the target network equipment before deployment occurs. Service providers can almost guarantee that their total solution, including EdgeMarc Intelligent Edge solutions, will be installed quickly and without issues. This allows customers to carry on their business-critical operations with minimal disruption, and to enjoy a well-supported solution.
EdgeView Installs and Upgrades
EdgeView Service Control Center is a vital component that allows service providers to achieve granular monitoring and control over Edgewater Networks Intelligent Edge Solutions. Proper use of EdgeView allows service providers to configure and install EdgeMarc solutions in a record amount of time. Using EdgeView in this way also helps service providers minimize errors and day two support issues. EdgeView must be correctly installed, configured, and maintained in order to provide these benefits to customers and service providers. With experts from Edgewater Networks on tap, service providers can guarantee that this powerful tool is correctly put to use.
Cloud2Edge Complete is a new, flexible model for taking advantage of all the products and services Edgewater Networks has to offer. It bundles all the tools and services needed for Network Edge Orchestration into a single monthly price.
At the core of Cloud2Edge Complete is the EdgeView Service Control Center. It offers a central interface to manage service quality from the network core to IP endpoints, collect service quality data for reporting and analytics, and troubleshoot and remediate service quality issues.
In addition to the EdgeView components described above, Cloud2Edge Complete includes all concurrent call usage and technical support for quick and easy deployment.
EdgeWater Network’s EdgeView Installation or Upgrade Service is appropriate for any customer who has newly purchased EdgeView Service Control Center or is moving to a new software version.
EdgeView Service Control Center is a vital component that allows service providers to achieve granular monitoring and control over Edgewater Networks Intelligent Edge Solutions.
In order to fully realize the benefits of EdgeView, it is vital that this tool is correctly deployed and configured. Service providers can rely on Edgewater Networks Professional Services to assist in this process.
EdgeWater Network’s EdgeView with High Availability Installation or Upgrade Service is appropriate for any customer who has newly purchased EdgeView Service Control Center with our High Availability or Geo Redundancy options or who is moving to a new software version.
EdgeView Service Control Center is a vital component that enables service providers to achieve granular monitoring and control over Edgewater Networks Intelligent Edge Solutions. EdgeView SCC with High Availability (HA) or Geo-Redundancy (GR) can extend this control to the next level by enabling an always-available system with minimal down time.
In order to fully realize the benefits of EdgeView with High Availability or Geo-Redundancy, it is vital that this tool is correctly deployed and configured. Service providers can rely on Edgewater Networks to assist in this process.
EdgeWater Network’s EdgeView Report Server Installation or Upgrade Service is appropriate for any customer who has newly purchased EdgeView Service Control Center’s Report Server option or is moving to a new software version.
EdgeView Report Server is a key element of your EdgeView Service Control Center which enables collection and real-time reporting of the EdgeView system metrics.
Edgewater Networks will work with you to understand the details of your current EdgeView environment or help you to prepare a new environment to ensure the Report Server installation or upgrade results in the Report Server tool working to its full potential.
EdgeProtect Remote Installation
Deploying an EdgeProtect Intelligent Edge, or VBP 7301, is the best way for service providers to provide high quality video. By the same token, having an Edgewater Networks expert configure and deploy an EdgeProtect or VBP 7301 system is the best way to ensure that it works as intended on day one, with only a small amount of maintenance during its intended lifecycle. Edgewater Networks helps to drastically speed up the installation and configuration process, and will help ensure that a customer’s videoconferencing solution will work as advertised the first time it is turned on.
As service providers begin to deploy new solutions from Edgewater Networks, it is important that they are armed with the best knowledge and practices related to that technology. A Program Manager from Edgewater Networks can assist service providers in every aspect of deploying a new solution, including coordinating assets from the service provider and Edgewater Networks itself.
Technical Account Manager
For service providers who heavily leverage Edgewater Networks Intelligent Edge solutions as part of their product offering, Edgewater Networks offers Technical Account Management (TAM), a proactive, personalized support offering. An assigned TAM will provide a consultative relationship with service providers to make the most out of your partnership with Edgewater Networks
Screening, hiring, and training on-site technical staff can be an expensive proposition—especially if service providers hitch their service offering to a single, specialized solution such as the Edgewater Networks Intelligent Edge. In order to gain a fast ROI while ensuring that expert knowledge is available, outsource technical talent right from the source. The Edgewater Networks Resident Technical Service gives services providers an expert resident technician, available up to 40 hours a week for a specified term. Having an in-house technician from Edgewater Networks eliminates the work associated with vetting and training an engineer, and is less expensive than paying an employee year-round. The resident engineer can be based at any of a service provider's designated sites, and can travel to other sites in order to support daily operations, solve technical problems, and help manage service levels.
On-Demand Technical Services
When service providers need help in a hurry, Edgewater Networks is there to assist. Configuration problems,
interoperability issues, and other technical woes are problems that tend to require immediate resolution. For immediate short-term needs, Edgewater Networks provides access to our senior technical resources. This On Demand Technical Services offering gives service providers the necessary expertise to resolve these issues quickly. Edgewater Networks On-Demand Technical Services allow current support customers to receive immediate assistance regarding thorny technical issues.
Use the menu for additional details on all of the professional services we offer.
Launching a new service offering can be challenging on many fronts, particularly when it comes to complicated offers such has Hosted Unified Communications. Service providers need to price and package their offers to be competitive and appealing to the marketplace. They need to have a plan for marketing and offer development, plus a sales engagement strategy that converts prospects into customers. Lastly, they need to have an operational plan that can seamlessly turn up customers and support their needs downstream. In order to facilitate the execution of these complex and interlocking strategies, Edgewater Networks has created the Edgewater Sales Acceleration Program (ESAP) to help service providers achieve success in the marketplace.
Edgewater Networks Best Practice Guides
Packaging and Pricing for IP Communications Products
Proven techniques for constructing your IP Communications offer and proven strategies for pricing and positioning your offer in market. The guide also discusses in detail the key process steps for Hosted UC implementation, from sales handoff through installation and day two support.Download the solution brief
Marketing Communications and Sales Processes
Communications strategies that resonate with customer purchase drivers and effective techniques for selling and marketing to SMB and Enterprise customers.
Optimized Operational Processes
Best Practices in developing, implementing and managing the contract to cash process to support IP Communications services.
Edgewater Networks can provide a variety of services to augment your go-to-market execution, from a full turn-key consulting engagement to the augmentation of specific functions, such as the provision of engineers or technical support staff who specialize in Edgewater Networks Intelligent Edge Solutions. Typically, our organization would begin with an on-site strategic assessment where we evaluate the internal and external factors associated with a new product introduction. From there, Edgewater Networks will agree to a scope of work for market entry with the service provider. This may include:
The Edgewater Networks Professional Services team can deliver the technical, product management, and marketing expertise to support your VoIP-based service offerings.
We can provide a variety of resources to fulfill tasks such as:
For new customers, we offer Jump Start, which provides assistance in getting up and running with EdgeMarc Intelligent Edges and EdgeView Service Control Service Center.
See below for additional details on the professional services we offer.
Edgewater Networks' Certified Technical Training courses helps users develop expertise with Edgewater Networks solutions. Attendees will get extensive experience with the deployment and troubleshooting of EdgeMarc Intelligent Edges and EdgeView Service Control Center, leading to the Edgewater Networks Certified Solution Professional (ECSP) designation.
New to the Edgewater product line? Attend both Course 201 (2 days) and Course 301 (2days) back to back and earn your Edgewater Certified Solutions Professional designation!
Once in market, you might find yourself needing trained technical resources to fulfill a particular role. Whether you need help with installation, customer support, or senior technical help, Edgewater Networks can provide what you need.
For years, Edgewater Networks has made the support process easier by offering Network Edge Orchestration solutions. With the combination of EdgeMarc Intelligent Edges and the EdgeView Service Control Center, service providers gain the visibility necessary to address issues proactively.
Edgewater Networks already offers Tier 3 support services for Network Edge Orchestration customers. At Tier 3, expert-level product knowledge and technical understanding are essential. If Tier 1 and Tier 2 representatives couldn’t resolve a support ticket, with this service, the Edgewater Networks team would take over and identify root causes of issues with equipment, code, or configurations.
Now, with Tier 1 and Tier 2 included in our Managed Services, we will be able to support you and your team for all escalation items pertaining to our products and services.
These remote services are designed to give communications providers the support needed when deploying new products and features. As part of the service, Edgewater Networks will have a skilled technician on call to walk clients through processes related to service delivery and support through Network Edge Orchestration.
Now, service providers can scale delivery of new products and features without getting bogged down with complex technical problems during delivery. Even in the case that service providers can handle the majority of turn-up and support operations, our Managed Services can act as overflow regardless of the service in question.
The EdgeView Service Control Center Managed Service offering helps fill in operational execution gaps for UC service providers. Using a standard “build, operate, transfer” model, we’ll work with your business to identify key roadblocks delaying time to market, facilitating a faster path from idea to service/feature delivery.
One of the core components of our new Managed Services program is a three-tier approach to hosting.
Best practice for Network Edge Orchestration requires the EdgeView Service Control Center (SCC) to be deployed in a professionally managed, cloud-based data center. Ribbon can manage this environment, so you can focus on servicing your customers and growing your business. We offer three different tiers of hosting as a managed service to help communications providers accelerate time to market for new features and products.
Interoperability isn’t easy, especially when you’re dealing with several classes of equipment—VoIP softswitches, SBCs, CPE routers, firewalls, PBXs, and gateways. For every new hosted PBX or IP trunking deployment, there’s a process for testing and certification to ensure the all of these pieces of equipment operate together seamlessly.
However, building out a testing and certification function for your new services means setting up your own equipment lab, training staff, and establishing a knowledge base of known-good configurations. Simply put, the time it takes many service providers to establish internal testing and certification opens the door for competitors to win the time-to-market battle.
Rather than delaying new releases because of testing and certification, take advantage of the Ribbon Managed Services offering, which includes access to our award-winning QuickConnect Interoperability Lab.