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Proactive 24/7 monitoring service

Midwich Group has announced the launch of Mi Insight, a proactive 24/7 monitoring service available for dealer partners globally 

Part of Midwich’s Mi Services offering, Mi Insight proactively monitors and reports on all
audio visual (AV) and unified communications & collaboration (UC&C) equipment within a system, including the various platforms running in the cloud such as Microsoft Teams and Zoom. 

Mi Insight tackles the complexities of managing an estate of AV equipment and unified communications systems by providing increased visibility and control across the entire network. The addition of hybrid working means that AV equipment is dispersed over even more locations, than pre-pandemic – Mi Insight allows dealers to see, in real- time, when anything goes wrong and offer a service level agreement to identify any issues fast, regardless of where they are in the world. 

Jon Dew-Stanley, Director – Technical, Services and Support at Midwich said: “We are proud to support our global network of dealers with this truly unique service. Mi Insight has been developed to give complete peace of mind to our dealers, allowing them to see in real-time when anything goes wrong, ensuring it is handled quickly and appropriately. The single application provides complete visibility of an end- users’ UC estate, digital signage systems, LED walls or presentation spaces, delivering unparalleled oversight over their networks. Additionally, the platform can also be white-labelled to cater to different brand guidelines, meaning it is highly adaptable.”

Monitoring Service

Continuity of service 

Proactive workspaces will ensure continuity of service, one of the many reasons why Mi Insight is an essential tool. This new addition to Mi Services will monitor all AV and UC&C systems, 24 hours a day, seven days a week. It will also monitor software codecs such as Microsoft Teams and Zoom clouds in real-time, all from one single computer. 

Mi Insights puts a customer’s AV estate into context with full visibility of all assets and how they are operating with the additional benefit of AIOps – workflow automations that act on errors as they happen in real-time. 

Service management without friction 

Mi Insight lives on the AV network, securely monitoring AV and UC&C equipment, tracking status, health and usage. The cloud service collates the feedback online from each piece of equipment consolidated into a single dashboard to view and track sites anywhere in the world. 

When a problem occurs on a device, Mi Insight can send automated responses to devices in a fault state to resolve the issue through runbook actions. 

In real-time, the system helps action resolutions and improve service levels and uptime. All actions are logged and tracked, giving operators full control to get things working faster. 

The Mi Insight dashboard displays all AV and UC systems in one place. Faults seen in one location may affect another, and Mi Insight delivers control to assess the overall service impact allowing operators to prioritise workload in the team, drill down into the fault condition quickly and ensure the root cause is identified and resolved. 

Pay as you go with SaaS 

This software-as-a-service model means customers can enjoy Mi Insight’s proactive monitoring service for a low monthly cost, scale subscriptions as the business needs and add, change, and remove equipment that’s being monitored, managed, and tracked. 

Midwich says that for customers benefiting from Mi Support’s enhanced warranty guarantee, choosing Mi Insight as an additional benefit means their enhanced warranty can be managed
24/7 through the Mi Insight platform. For example, in the event of a product failure, the platform will automatically notify the Mi Services team and a replacement will be issued within 24 hours.

www.miglobalservices.com 

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