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Modality Systems Diagnostics Service provides continuous service improvements for your business

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Modality Systems Diagnostics Service provides continuous service improvements for your business

Written by Modality Newsroom on 17, April 2018

Modality Systems Diagnostics Service looks at performance and usage trends giving you the insight to optimise Skype for Business performance and deliver on your business collaboration strategy. Diagnostics goes far beyond basic alerts when something is not working; it delivers actionable intelligence to optimise the user experience.

Diagnostics is a proactive, purpose-built tool that delivers continuous service improvements for your Microsoft Unified Communications environment. Modality Systems CTO Nick Seagrave talks about the service's value, what makes it different and how it supports the evolving role of the Chief Technology Officer.

Nick-Seagrave_CircleAs any CTO will know, the true measure of a successful unified communications deployment is real business use. No business benefits will be realised if users do not adopt the service. However, this will not happen if a quality user experience is not delivered.

Modality Systems Diagnostics Service has been built and developed through listening to and acting on customers feedback. Our experts worked to address real customer needs to improve the quality and performance of their communications & collaboration services.  Driving increased usage, service quality and performance. Usage analysis allows us to target users for training and increase your businesses collaboration velocity.

Why Modality Systems Diagnostics Service?

Customers told us they wanted a single view of their performance and use; one that brings together not just network performance, but also reports on client versions, devices and use.

Diagnostics Service elevates data & insight; and through maximising on our 11-year history of deploying and managing Microsoft Unified Communications, we know how to best collect and interpret that data, making it understandable and actionable through our unique scoring and Microsoft PowerBI reports.

Diagnostics_modality stream score

At Modality Systems, we have developed a formula to score each
Skype for Business network stream out of 10 (we call this the Modality Stream Score). This allows our reports to be clearly understood and actionable. We can rank performance from region to site to subnet and use Microsoft PowerBI to filter by variables such as stream type (P2P, PSTN, Conference) or by wired or wireless. Our customers are using Modality Stream Score to run a “get to 8” strategy for their entire enterprise network.

Diagnostics_Business Insights screen grabWe also collect usage data and can score your business’s Collaboration Velocity: that means we can measure how effectively companies are using collaboration technology to interact between users and departments, across locations and with external customers. We can see who is effectively using conferencing, voice, video and desktop sharing and help spread best practices.

Scoring network performance and usage enables companies to know where the next priority is in improving user experience and delivering their collaboration strategy.

Diagnostics_Service opt screen grabIT teams use our Microsoft PowerBI reports to inform the business on performance, usage, return on investment and performance. This service and report allow us to break down IT silo’s, bringing together teams responsible for servers/service, network, desktop/drivers, devices and user adoption. All these teams play a part in optimum unified communications performance.

What makes Modality Systems Diagnostics Service different?

We believe our Microsoft PowerBI reports are the best and most actionable, but two unique elements of our solution really separate us from other products and services; Virtual Static Users (VSU) and Modality Training Bots.

We have developed software that acts like a real Skype for Business user, signs into you real Skype for Business service and continuously tests it. Virtual Static Users make calls 24/7/365, which gives us a global continuous baseline of performance without the typical variables of users and devices. This allows us to quickly identify fundamental infrastructure issues, from network to servers, and continuously trend performance.

Typically, VSUs are put in all important offices to test point to point and conferences. VSUs can alert when they are disconnected or have call quality issues.

Modality Training bots allow us to scale user training and improve user adoption. Using the Diagnostics Service data to trigger certain scenarios, such as users using PC mic and speakers for calls or using non-certified USB devices. Modality Training Bots can contact these users over Instant Messaging to provide training tips and information on how to obtain and use the correct headset.

The evolving role of the CTO

More than ever, the IT department and the CTO are primarily concerned with delivering value to business users. It’s no longer about delivering the next new shiny thing, it must be relevant and valuable to the users. The technology of course must be right, but the real focus is on the user experience, and getting that right is crucial.

Smart technology is great, but to be honest it’s useless if the business doesn’t use it. It’s all about getting technology into the hands of your users in the right way, at the right time, to enable them to have a positive experience with it.

As a CTO, you have to manage and measure both performance and user adoption. The two go hand in hand. You can spend time and money on great internal communications and training, but if the actual user experience is poor, users will put it down and stop using it. Equally, you can build a perfect Skype for Business environment, but without targeted user adoption and training, users will not make the most of it and get the business value. The network can be perfect, but if users use their PC mic and speakers for Skype for Business, they will have a poor experience.


To Find out how Modality Systems Diagnostics Service can give you the intelligence you need to maximise your investment and drive the utilisation of your Skype for Business and Teams service, visit our Diagnostics service page or contact me directly.


Nick Seagrave | CTO

Modality Systems


Related content:

Vlog series: An introduction to Modality Systems Diagnostics. Watch part 1 here.


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