Businesses around the world use Virsae’s cloud-based platform, Virsae Service Management (VSM), to keep their communications systems performing at their best.

Providing a whole new world of interaction insight in the unified communications and contact center space, VSM collects data on a massive scale, overlaying AI-based analytics, automation, workflows, reporting, and notifications to keep the technology that underpins customer interactions running flawlessly.

What happened?

Unified communication (UC) emerged in the 1990s, when businesses started to replace PABX telephone systems with Internet Protocol (IP) networks and embraced new forms of software based messaging.

And like IT, UC systems are complex and sometimes break – that’s when calls are dropped, lines go dead, and call centre applications turn to sludge.

However, systems for managing IT didn’t work for UC environments – so UC managers struggled to find and fix problems. It was painful for everyone and costly for businesses, whose customers chose companies that were easier to contact.

Then along came Virsae Service Management

Suddenly, managers could iron out kinks from their UC environments. They could build a picture of hardware, software and other devices, and understand their interrelationships.

A light went on

Managers started to watch the right things and make changes before things broke. With VSM they can see the consequences of component malfunction and failure, and how things should be fixed. They can even identify unused software licenses and telecoms trunks, turning them off and saving thousands of dollars.