About Alison Lambden

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So far Alison Lambden has created 52 blog entries.

AVAYA Call Management Server (CMS) Dashboard

What's it for? Provides a real time view of Avaya CMS system health at a glance, and significantly reduces time to repair by pin-pointing the underlying cause of issues. Covers: Server hardware and OS health Processor occupancy and uptime Backup status Connection to ACM status Number of CMS Supervisor clients connected VSM dashboards run [...]

2020-08-11T11:09:19+12:00July 24th, 2020|VSM Tips|

CMS External Call History

What's it for? External call history (ECH) is an optional Avaya Call Management System (CMS) feature that allows you to transfer the CMS call record data to VSM for storage and processing. Due to the richness of detail provided, Contact Center Managers often see ECH records as the ‘nirvana’ of reporting. With ECH you [...]

2020-08-11T11:08:20+12:00July 24th, 2020|VSM Tips|

CMS Workforce Management Dashlet

What's it for? CMS Workforce Management Dashlet provides a real-time view of the status of Workforce Management (WFM) integration with Avaya CMS at a glance. WFM applications have an important role in scheduling the agent workforce, and are therefore seen as mission critical to contact center management. CMS streams data for real-time [...]

2020-08-11T11:15:05+12:00July 24th, 2020|VSM Tips|

Not normal: call quality in the new normal

by Ross Williams, COO Published in UC Today, July 2020 A vast chunk of the global workforce now works from home, possibly for the long term, with many businesses saying they’re unlikely to point employees back to their office desks – at least not on a full-time basis. Giants such as Facebook are leading the [...]

2020-07-21T16:51:57+12:00July 21st, 2020|Blog|

Growing the MSP Revenue Stream

by Gary Audin Published in Telecom Reseller April 2020 MSPs configure and manage their customers’ IT and network resources. Once an MSP has all the customer resources to manage, revenue growth can occur by acquiring new customers (not easy) or adding new services to the existing customer base. Adding service management to the existing customer [...]

2020-05-07T14:11:07+12:00May 7th, 2020|Blog|

Illation partners with Virsae for real-time diagnosis of Unified Communication and Contact Center systems 

Partnership boosts Illation’s voice and contact center services with Virsae’s AI-powered analytics and diagnostics platform Virsae Service Management (VSM). Auckland, New Zealand– April 7 2020 – Voice and contact center diagnostics provider Illation has partnered with the service management specialist Virsae to bring unprecedented visibility to the company’s communication service offerings (currently Avaya, illation Voice [...]

2020-04-08T10:35:51+12:00April 7th, 2020|News|

Virsae appoints Charles Carlos to lead US sales team

Auckland, 5 March 2020 – Virsae, a provider of cloud-based UC management services, has appointed Charles Carlos as VP Sales for North America, responsible for spearheading sales of Virsae’s AI-powered analytics and diagnostics platform Virsae Service Management (VSM). Charles brings more than 20 years’ experience in technical sales and leadership.  He most recently held the [...]

2020-03-05T15:35:57+12:00March 5th, 2020|News|

Virsae monitoring exceeds half billion calls per month

Auckland, 13 December 2019 – Virsae’s growing international base of customers and partners is behind a skyrocketing volume of call quality data feeding the company’s AI-powered unified communications (UC) service management platform. During November, Virsae Service Management (VSM) analyzed more than 500 million voice calls for quality – a subset of more than 12 billion [...]

2019-12-13T16:02:48+12:00December 13th, 2019|News|

AI set to Revolutionize UC Service Management

- Ross Williams, Virsae COO Artificial intelligence (AI) has ushered in a new era of interaction insight to the unified communications (UC ) and contact center space. But only for those with the platform packing the brainpower to decipher the torrent of data that flows through their UC systems. At its core AI is about [...]

2019-12-05T13:36:12+12:00December 5th, 2019|Blog|

MSPs find their edge with VSM

Managed Service Providers (MSPs) face mounting pressure in a fast-changing market. On one front, more software vendors offer cloud solutions with inbuilt automation taking care of routine functions that were once a core revenue stream for MSPs. And then there’s the challenge of relevancy as clients race to modernize legacy applications and service models to [...]

2019-11-26T14:33:38+12:00November 26th, 2019|Blog|