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Improving Customer Satisfaction with Remote Management Technology

Learn about the challenges in providing efficient customer support in enterprise networks and how a new remote management technology can address them. Explore the benefits of this new approach and how it can improve customer satisfaction.

michaelglopez
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Improving Customer Satisfaction with Remote Management Technology

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  1. Improving Customer Satisfaction Through Advances in Remote Management TechnologyGreg MichelProduct ManagerQuintum Technologies Inc.

  2. Introduction • Challenges of providing speedy and efficient customer support in enterprise networks • Ways of addressing these challenges • Drawbacks of current methods • Introducing a new paradigm • A new remote management technology • Benefits of this new approach

  3. Challenges • Most enterprises have strict security policies • Various NAT traversal solutions exist for VoIP access but not for device management • Direct access to gateways behind firewalls for management purposes is impossible • Greatly complicates the customer support process • Requires customer involvement in support issues • Adds delays, and extends customer downtime • May require expensive site visit or truck roll

  4. Enterprise Remote Configuration and Management Is Challenged By Firewalls Configuration and Network Management Tenor VoIP Gateway ? PSTN ? PBX IP IP Phones & Clients • Remote management is critical for “Customer Service.” • Service Providers, VARs, Integrators, Network Administrators. • Firewalls deny accessibility. • Establishing management sessions to all endpoints is not scalable.

  5. Possible Solutions • Install VoIP gateways outside firewalls • Usually unacceptable due to security issues • Install VoIP gateways in the DMZ • Better, but still not very appealing • Access gateways via a local PC running a secure client such as PC Anywhere • Requires involving customer personnel at the remote site • Use phone and e-mail communications with on-site customer personnel • Very slow and requires customer personnel involvement

  6. Firewall/NAT IP Network Router Install VoIP gateway in the public domain “Public” LAN “DMZ” LAN “DMZ” Port “Private” Port “Private” LAN • Install VoIP gateways outside firewalls • Usually unacceptable due to security issues • Open to denial of service attacks

  7. Firewall/NAT IP Network Router Install VoIP gateway in the DMZ “Public” LAN “DMZ” LAN “DMZ” Port “Private” Port “Private” LAN • Install VoIP gateways in the DMZ • Better, but still vulnerable • Open to denial of service attacks

  8. Firewall/NAT IP Network Router Install VoIP gateway on the private LAN “Public” LAN “DMZ” LAN “DMZ” Port “Private” Port “Private” LAN • Install VoIP gateways on the private network • Ideal solution from the enterprise point of view • Management access now becomes an issue

  9. IP Network PSTN Indirect access using phone and e-mail Customer Staff Customer Support Specialist Service Provider NOC • Indirect support • Extremely slow and inefficient • Requires skilled local staff involvement

  10. Firewall/NAT IP Network Router Use secure remote access software “Public” LAN “DMZ” LAN “DMZ” Port “Private” Port Secure Access Client Running on Local PC • Access VoIP gateways via a Secure Access Client • Adds cost at remote site, not scalable • Requires local support to enable secure access

  11. There’s got to be a better way ! • Need transparent, secure, direct access to CPE at the customer site, even if it is deployed behind corporate firewalls • Should provide access to install, configure, upgrade, and trouble shoot remote CPE with little or no local involvement • Should provide customer support personnel with a “just like being there” experience

  12. Introducing a New Paradigm –The Remote Management Session Server • Provides completely transparent, secure remote access to CPE behind corporate firewalls • Complete access to carry out all management and maintenance functions without local involvement • Standards based secure connection (SSH, SOCKS) • Encrypted connection supports HTTP, FTP, Telnet • “It’s just like being there” experience • Automatic notification of install via e-mail • Automatic download of logs via e-mail

  13. Enterprise Enabling Remote CPE Management –The Remote Management Session Server Configuration and Network Management Tenor VoIP Gateway PSTN PBX IP IP Phones & Clients Remote Management Session Server • RMSS sits on the public, or service provider, network and acts as a bridge between the Tenor and the management tools. • Network Administrators/Customer Support can manage access gateways anywhere.

  14. DHCP Pre-configuring the CPE equipment

  15. Connecting to the RMSS

  16. Select a unit from Registration List

  17. It’s just like being there -

  18. Benefits • Complete access for optimum customer support • Automates remote site installation process • No local customer involvement required • No skilled staff required at remote site • Much faster problem resolution • Minimizes customer downtime • Eliminates costly site visits or truck rolls • Greatly improves customer satisfaction • Leverages efficiency of customer support personnel

  19. Thank You !

  20. Back-up Information

  21. IP WAN Enabling Secure Management of Remote Tenors NOC Remote Customer Site Firewall/NAT Firewall/NAT Tenor Customer Support Personnel Central Remote Management Session Server • Secure management of remote Tenors behind firewalls • Full remote management capability via Tenor Configuration Manager or CLI • Supports configuration, trouble shooting, diagnostics, and software upgrade

  22. IP WAN Enabling Secure Management of Remote Tenors NOC Remote Customer Site Firewall/NAT Firewall/NAT Tenor Customer Support Personnel Central Remote Management Session Server • Separate encrypted sessions insure network security • Central PC console establishes an encrypted session with the server • Remote Tenor establishes a separate encrypted session with the sever

  23. Remote Customer Site Remote Customer Site Remote Customer Site Remote Customer Site Remote Customer Site IP WAN Tenor Tenor Tenor Tenor Tenor Managing a Network of Remote Tenors NOC Firewall/NAT Central Remote Management Session Server • Support multiple remote sites from one central support location • Supports 100 simultaneous individual management sessions • Up to 5,000 Tenors can register to one management server

  24. Remote Customer Site Remote Customer Site Remote Customer Site Remote Customer Site Remote Customer Site IP WAN Tenor Tenor Tenor Tenor Tenor Dual Redundant Servers for Maximum Reliability NOC Firewall/NAT Secondary Management Server Primary Management Server • Multiple management servers provide redundancy • Remote Tenors can register to primary and secondary management servers • Central PC console can access Tenors via primary or secondary server

  25. Remote Customer Site Remote Customer Site Remote Customer Site Remote Customer Site Remote Customer Site IP WAN Tenor Tenor Tenor Tenor Tenor Additional Network Management Functions NOC Firewall/NAT Central Remote Management Session Server • Automatic notification of network management events • Sends NOC an e-mail notification when a new Tenor registers to the server • Maintains logs of management sessions which can be e-mailed to NOC

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