Inside the Contact Center: See more, look less

- Raymond Pearson, Channel Director, Virsae Knowledge is power in the contact center. Knowledge ensures managers make decisions and take action to make a good impression with customers. Trouble is, much of the knowledge contact center managers need exists in a raw unfiltered form buried deep in peripheral systems and the far corners of a [...]

2019-05-06T11:48:32+12:00May 6th, 2019|Blog|

How Big Data is Revolutionizing UC Management

Most engineers understand how to configure a UC platform to get the best from it. Behind the scenes a myriad of moving parts must cooperate faultlessly to deliver the outcomes engineers have configured. But cooperation is rarely, if ever, problem-free, saddling UC engineers with the back-breaking task of sifting and decoding a mountain of data [...]

2018-10-18T14:05:08+12:00October 18th, 2018|Blog|

The Case for UC Service Management

Why traditional IT tools can’t keep pace with the demands of modern communications environments Unified communications (UC) sprang up in the 90s, introducing new forms of software-based communication, planting voice and messaging systems in the IT network. But as UC footprints grew, businesses struggled to find new tools and processes necessary to keep up with [...]

2018-03-29T12:55:31+12:00March 29th, 2018|Blog|

Incident Management: The Case for Automation

Order a taxi service, a pizza, even a hotel room with just a few swipes across the screen of your smartphone. Customers have never been so wired to their wants, and service providers have never moved so quickly to serve them. However, occasionally wires get crossed, digital plumbing breaks (or was it poorly fitted in [...]

2017-11-09T14:20:00+12:00November 9th, 2017|Blog|

Data is not Enough: Analyze it for Decisions

How can businesses get peace of mind that their unified communications (UC) system is performing at the highest quality of service? You can buy the tools but will you use them effectively.  A cloud based service can offer more tools at a lower cost, and expert assistance. Steve Shaw talks to Telecom Reseller News [...]

2017-07-27T10:35:50+12:00July 25th, 2017|Blog|

Top 10 Items to Monitor in your Avaya Environment

Big gains await those who have UC service management tools at their fingertips. These tools allow UC teams to prevent outages, improve end user experience and right size resources across the network. Analysts estimate that the introduction of UC service management reduces reactive break-fix activity by up to 80 percent - an effective warning system at the [...]

2017-05-05T17:34:57+12:00August 19th, 2016|Blog|

How Real-Time Dashboards Stop Downtime in its Tracks

There's nothing like unplanned downtime to interrupt the steady flow of business and suspend the delivery of excellent customer service. Businesses can avoid having to deal with that sort of thing thanks to Virsae Service Management (VSM), which detects problems early, allowing you to take action before there is any impact on business critical services. [...]

2017-11-09T10:40:37+12:00May 29th, 2016|Blog|

Avoiding Down Time: Monitoring Critical Services

The issues which can manifest themselves as downtime are as varied as they are complex. Taking your eye off the ball for just a few minutes can mean a critical UC service or application misses a beat, creating a chain reaction and widespread disruption to services. Let's look at a recent example where Virsae Service [...]

2017-05-05T17:35:22+12:00April 18th, 2016|Blog|

Document all your call flows without effort

Virsae has the answer with Vector Diagrams which convert call flow logic into schematics. By taking every call flow element inside Avaya Communications Manager and automatically turning them into Visio flow charts, you can see every vector across your configuration and manage it accordingly. With this intelligence, it becomes easier to manage the caller experience [...]

2017-05-05T17:35:33+12:00March 18th, 2016|Blog|

VSM puts you in the picture with As-built Schematics

At Virsae we've often heard the old adage - The only thing worse than no documentation is out of date documentation. What's more - we agree. As a long-standing support partner for Unified Communications solutions ourselves, we are often asked by our customers to provide and maintain their as-built documentation. Doing so is time consuming [...]

2017-05-05T17:35:45+12:00February 17th, 2016|Blog|