Getting to the bottom of cloud

Ross Williams, Virsae CSO Loose definitions unhelpful to buyers of cloud services Legacy application providers occasionally ride on a broad definition of cloud, so they can answer ‘yes’ when questioned about their capabilities, when in fact their applications haven’t been architected for that style of delivery. Answering in the affirmative to the question ‘cloud’ shouldn’t [...]

2020-11-05T16:47:46+12:00November 5th, 2020|Blog|

AIOps = Improved Network Service Management

by Gary Audin Published in Telecom Reseller October 2020 Network service management may be assigned to the IT staff but it is fundamental to the digital transformation of most businesses. Poor service is seen by the business’ customers as a measure of the quality of the products and services delivered. Therefore the C-level executives will [...]

2020-11-05T14:49:59+12:00November 5th, 2020|Blog|

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|

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|

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 [...]

2019-12-05T13:39:24+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|
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