This updated white paper dives deep into the struggles of enterprise customers with the technical support for Microsoft Teams call quality issues, and how to improve productivity for employees, especially those working remotely. This updated version uncovers more details about the staggering costs associated with troubleshooting Microsoft Teams’ performance issues, including the different IT support groups that are pulled into these assessments to find the root cause of the problems.

Working with many diverse organizations including Financial Services, Engineering, Manufacturing, all the way to State & Local Government, we have uncovered some interesting commonalities. On average, they all spend around 3 to 4 days to investigate a reported call quality problem, which takes between 4 to 6 hours in total time. And that usually includes three different IT support engineers working in tandem, including Desktop, Network, and M365 operations groups. Those statistics help explain why the costs for IT operations support have increased dramatically since the global pandemic began, which forced employees to work from home on unmanaged networks with sketchy performance from a wide array of ISPs. A recent study by NetBeez reported that enterprise organizations are now spending $6M every month to handle over 200,000 Level 1 and Level 2 calls to their helpdesks.

IT Operations are expensive

The Blind Spots of Digital Experience Monitoring

To share this new information, we have updated our white paper and focused on specific Digital Experience Monitoring scenarios that are the most common causes for Microsoft Teams call quality issues. In the white paper, we provide IT leaders with a playbook of best practices to help troubleshoot these issues. Why?  Because over the past 2-years the usage for Microsoft Teams has grown exponentially.  As reported by Microsoft in January 2022, there are now over 270 million monthly active users.

However, the free tools provided to monitor and troubleshoot Microsoft Teams call quality issues have been lacking. And traditional network and digital experience monitoring tools are optimized for data centers and centralized office locations where employees access SaaS cloud applications from the corporate infrastructure. These tools no longer work in today’s enterprise landscape with many users working remotely. Instead, enterprises need holistic monitoring tools that incorporate telemetry data from endpoint devices and provide end-to-end visibility into the employee digital experience, regardless of where they are working.

The Need for Endpoint Monitoring

Without the intelligent insights to spotlight the root cause of reported problems, they continue to linger and cause frustrations for employees working remotely. The impacts on organizations include:

  1. Increased helpdesk calls from remote employees
  2. Extensive hours of manual research and troubleshooting by senior IT engineers
  3. Complaints from executives working from home or on the road
  4. Unnecessary costs to maintain legacy telecom systems as Microsoft Teams voice is slow to implement
  5. Lagging ROI for strategic productivity gains from the Microsoft 365 collaboration platform

The White Paper has dedicated sections covering the following:

  • Understanding why the Call Quality Dashboard (CQD) information from Microsoft only provides a high-level view of the problems
  • Identifying endpoint performance issues during Teams calls (CPU / Memory Usage, Background Processes Consuming Resources, Headset Engaged, etc.)
  • Gathering crucial tracking details from unmanaged home networks and ISPs (WiFi Signal Strength, Dropped Packets, Hop Count, Round-Trip Times, Peering Distance, etc.)

To download a free copy of the updated white paper, click the link below.

NOTE:  The white paper is intended for organizations that have already made the move to Microsoft 365, or are currently planning their migration, and want to proactively monitor and quickly troubleshoot Microsoft Teams call quality issues, especially for employees working remotely.