Under the expert direction of Capita Secure Information Solutions, the English Ambulance Trusts decided to unify their services into one integrated system.
While the infrastructure changes resulted in substantial improvements, they also created a few new challenges managing VoIP delivery. Specifically, the Trusts lacked the visibility needed to validate communication quality, time of delivery, and whether any service interruptions occurred. These performance roadblocks posed difficulties for the Capita team.
They needed a performance monitoring solution that guaranteed quick responses by emergency services and offered the following capabilities:
- End-to-end monitoring with performance optimization
- Service level agreement (SLA) verification
- Tracking the Quality of Service (QoS) settings