Case Study: Gen-i achieves improved SLA compliance and proactive UC/VoIP monitoring with NetIQ AppManager

Gen-i - Customer Case Study

Gen-i, a managed services provider for Unified Communications serving over 3,000 clients across Australia and New Zealand, needed better reporting and infrastructure analysis to meet strict SLAs and manage increasingly complex, multi‑vendor UC environments. The need became urgent when bidding to manage a large bank’s core network—7,500 phones across 300 branches—prompting Gen-i to seek more accurate, scalable monitoring and reporting tools.

Gen-i deployed NetIQ AppManager and NetIQ Unified Communications and VoIP Management to deliver modular, scalable monitoring of service levels, call quality, performance, usage trends and capacity planning. The solution enabled tailored SLA reporting with immediate graphs and alerts, introduced incident tickets and server agents for fast fault isolation, improved network trending, reduced reporting team overhead, and helped Gen-i offer a more proactive, differentiated service.

Gen-I

Andy Miller

Capabilities Manager