layerX Technologies has announced that CMS, a full-service managed service provider, is using its product called prism to better serve CMS’ clients of its 24-hour network performance and management services. CMS helps more than 100 clients, including enterprise and small-to-midsized telcos, to maintain high availability and high performance of mission critical networks. By using layerX’s technology in its Irving Texas-based network operations center, CMS has been able to expand its managed service offerings to include IP telephony fault management, multi-vendor voice quality management and application performance monitoring. CMS was acquired by and became a subsidiary of Shared Technologies in October, 2007.

prism Speeds CMS’ Ability to Detect and Solve Network Problems

CMS strives to provide excellent service to its clients and seeks ways to save time and costs associated with isolating and resolving network issues. CMS uses prism to monitor, analyze, diagnose and resolve problems with applications and network devices in real-time. prism, which is part of layerX’s Arbitrator network management framework, visually organizes clients’ network assets to simplify the complex task of problem remediation. prism’s intuitive drill down navigation has resulted in a 50 percent reduction in the time it takes for CMS to remediate problems. prism’s alarm cards can be filtered by any alarm characteristic to analyze data and diagnose network problems.

“prism provides a user friendly view into clients’ network and system performance,” said Chad Frazier, vice president of professional services at CMS. “By organizing network assets and filtering on the severity of network events, prism helps our technicians to quickly identify the location and root cause of customer network and VoIP quality problems. It enhances our ability to solve problems quickly.”

CMS Leverages layerX’s White Label Portals to Keep Customers Informed & Satisfied

CMS was also seeking a way to visually demonstrate the value it provides to clients. CMS now uses prism to create customized client portals displaying key network information on the status of clients’ networks. Customization of the portal allows CMS to provide a detailed or simplified view, depending upon clients’ needs. prism helps MSPs serve a multitude of clients because it can provide real-time visualization of tens of thousands of devices in a single view.