On-demand Podcasts

The MSP in the post-pandemic world, an outlook from Virsae

In this podcast Tony Jayne, CEO of Virsae, looks over the horizon to what the ongoing transition of service provider organizations will look like when it’s combined with the new realities of the post-pandemic economic and technological market. Jayne argues that the visibility Virsae offers the channel into their customers permits insights that the MSPs excel at reacting to and advising their customers about.

Tony Jayne, Virsae CEO

Tony Jayne, Virsae CEO

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Gary Audin from Telecom Reseller and Tony Jayne Podcast

Telecom Reseller Podcast, November 2020

“It’s the transition of organizations from being maintenance and service providers to being truly managed service providers,” says Tony Jayne, CEO of Virsae. In this podcast, Jayne looks over the horizon to what that ongoing transition will look like when it’s combined with the new realities of the post-pandemic economic and technological market. Jayne begins by relating the journey of MSPs to that of his own company, when they began developing solutions to drive down complexity and the high costs of big headcount processes. Jayne observes that the fast-forward nature of 2020 has three phases: deploy, optimize and manage. Since the initial deployments to enable remote workers, the next step was to optimize. Now comes management. Jayne argues that the visibility Virsae offers the channel into their customers permits insights that the MSPs excel at reacting to and advising their customers about. The way in which Virsae brings it all together, enables the MSPs to take advantage of cloud and big data resources, which means MSPs can deliver more valued services without seeing their own costs surge.

Unravelling the mysteries of call quality in the era of remote working

In this podcast we learn how to address issues that might have been overlooked in the initial scramble to remote working, such as call quality and experience in the contact center. Ian McCarthy makes the case for a subscription, as a service, approach to the issue and  discusses the challenges contact centers face, including customer and user experience, and compliance and capacity planning.

Ian McCarthy

Ian McCarthy Director UK & EMEA

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Gary Audin from Telecom Reseller and Ian McCarthy Podcast

Telecom Reseller Podcast, June 2020

As much of the world moved into quarantine, many organizations crashed into remote working, without long term planning and thought on how it would all work out. With the initial scramble phase of the crises over, it’s time to work at things that might have been overlooked, such as call quality and experience in the contact center. In this podcast Ian McCarthy makes the case for a subscription, as a service, approach to the issue and then discusses the challenges contact centers face. Customer experience and user experience (managers don’t want to lose their best people due to frustration), and compliance and capacity planning are among the challenges. In this podcast we learn about the tectonic shifts that have occurred, such as local government organizations tripling call volumes from 15,000 to 45,000 calls per day.

Virsae leverages AI to help customers minimize operational risks, and deliver superior CX outcomes

In this podcast we learn how Virsae is helping customers shift to remote, seamlessly and with great outcomes and experiences. Carlos says, “We offer AI-powered analytical dashboards that do the heavy lifting for customers, so they can easily monitor, diagnose, and manage infrastructure & applications critical to customer experience.

Charles Carlos VP Sales N. America

Charles Carlos
VP Sales N. America

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Gary Audin from Telecom Reseller and Charles Carlos Podcast

Telecom Reseller Podcast, March 2020

“It is by leveraging AI across our global cloud footprint to analyze millions of calls and events every day, we provide intelligence and automation to simplify the management of complex UC & CC environments,” says Virsae VP Sales for North America, Charles Carlos. “Ultimately, what this really means is that we help our customers minimize operational risks, and deliver superior CX outcome,” added Carlos. In this podcast we learn how Virsae is helping customers shift to remote, seamlessly and with great outcomes and experiences. Carlos says, “We offer AI-powered analytical dashboards that do the heavy lifting for customers, so they can easily monitor, diagnose, and manage infrastructure & applications critical to customer experience. Tomorrow, we are talking about things like automatic anomaly detection and automated virtual engineers.” Carlos discusses how Virsae is working with customers to keep up and running and we learn about the company’s far reaching view to the future, and how, for example, virtual engineers help augment IT team capacity.

Global Insights of UC and CC Management

You know about your UC and CC environments, or do you? Are your session border controllers well managed or not? How does your voice quality compare to business quality voice? Your view of these is local to you but how do you compare to other networks?

Ross Williams, Virsae COO

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Gary Audin from Telecom Reseller and Ross Williams Podcast,
recorded during Avaya Engage, February 2020

Telecom Reseller Podcast: February 2020

You know about your UC and CC environments, or do you? Are your session border controllers well managed or not? How does you voice quality compare to business quality voice? Your view of these is local to you but how do you compare to other networks?

Ross Williams, the Chief Operations Officer at Virsae www.virsae.com and Gary Audin discuss SBC management and voice quality in this podcast. They continue their discussion that started with the EDUcast “UC Global Data Analytics”.

The podcast covers the “what and why” of SBC management and the security liabilities that can occur. The voice quality discussion delves into what can be learned and what new insights can be seen when a global management service is deployed.  Learn more at www.virsae.com.

UC service management ‘rocket science’ key to boosting MSP margins

Managed Service Providers (MSPs) are facing challenges to profitability, customer retention and the pressures of being in a commoditized market. Ian McCarthy explains how MSPs can combine VSM’s “big data, AI, and cloud” to present a technology-centric view of the quality of interactions between a company and its customers.

Ian McCarthy, Virsae Business Development Director

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Doug Green from Telecom Reseller and Ian McCarthy Podcast, July 2019

Telecom Reseller Podcast: July 2019

Managed Service Providers (MSPs) are facing challenges to profitability, customer retention and the pressures of being in a commoditized market. Ian McCarthy explains how MSPs can combine the “holy trinity of big data, AI, and cloud” to present a technology-centric view of the quality of interactions between a company and its customers.

According to McCarthy, end customers are trying to reduce effort, reduce complexity and increase revenue. McCarthy then outlines how Virsae can help with client retention, customer acquisition, growth, profitability, efficiency and innovation.

We learn how AI, big data and other resources available to MSPs can be leveraged to overcome the commodity price war challenge by developing a differentiated product. McCarthy also profiles what a successful partner looks like, including a critical way of looking at service. Learn more at www.virsae.com.

Virsae Service Management -“a contact center manager’s best friend”

Raymond Pearson knows first-hand how challenging it can be for a contact center manager to gather information about the health of their customer interactions. He discusses how Virsae Service Management (VSM) delivers on the gaps contact center managers are typically confronted with.

Raymond Pearson, Virsae Channel Director

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Doug Green from Telecom Reseller and Raymond Pearson Podcast, February 2019

Telecom Reseller Podcast: February 2019

As a former consultant who provided advice to large contact center customers, Raymond Pearson has a passion for those in charge of the customer experience.  He also knows how frustrating it can be for contact center managers to gather information about the health of their ecosystem.  That is why he views Virsae Service Management (VSM) as a Contact Center Manager’s best friend. “There’s a whole lot of (additional) information that can dramatically effect customer experience that most contact managers never see, and VSM shines a light on those data points,” says Pearson.

Pearson says VSM alerts call center managers to logical faults with call handling systems, providing insight on how customer service could be affected.  VSM can also notify call center managers whether or not calls are actually being recorded. A lot of contact center managers don’t even have basic data that shows usage of their carrier trunks, for example,” says Pearson, noting that VSM provides insight on all those data points. Pearson notes several areas, critical to customer service and to workforce management, where VSM provides crucial and actionable insights. We learn how VSM delivers call flow diagrams and color codes potential logical faults in those call flows, whether it be a call flow that is never called or steps in the if/then flow that occur after a stop step, for example.  The logical faults are potential landmines for customer experience issues. VSM reports and alerts on failures within the call flows.  For example, when queue announcements fail to play, or when agents and callers can’t be connected due to constraints with network bandwidth. We also learn how VSM helps call center managers with peripherals like call recording and WFO. As a cloud service, VSM collects data that is only available in the CC environment for seconds at a time and stores it for reporting.  With VSM there’s no limit on storage and processing, which gives contact center managers information with historical depth for trending. “When I was managing 1800 locations across the US, if I had a platform like this, my life would have been much, much easier,” says Pearson.  Learn more at www.virsae.com.

Virsae VSM shared learning raises IQ of UC service management

Ross Williams discusses VSM’s major step forward in data processing, including their experience with Data Lake technology, which he says puts Virsae ahead of the market.

Ross Williams, Virsae COO

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Doug Green from Telecom Reseller and Ross Williams  podcast, October 2018

Telecom Reseller Podcast: October 2018
“VSM monitors tens-of-millions of UC network end-points,” says Ross Williams. “But the real magic is in the data VSM captures – things like interactions, new events, and log entries. All this data provides a live picture of network health, so clients can fix problems on their network fast, often before their customers notice,” he says. “And the really cool thing is that all our clients benefit from the intelligence gleaned from VSM’s global client base.”

The idea of crunching big data so an entire community of users benefits from shared learning is part of the Virsae story we hear about in this podcast about Virsae Service Management (VSM). Williams discusses VSM’s major step forward in data processing, including their experience with Data Lake technology, which he says puts Virsae ahead of the market. He says the opportunity to store raw, non-archived, non-summarized data for up to 13 months has vastly improved VSM’s ability to understand customer interactions.

Demonstrating the latent value in so much data, Williams says in one instance VSM analyzed over a half a million calls to resolve an ongoing issue in under 30 minutes.

Williams also discusses VSM’s compatibility with vendors such as Avaya, Cisco, and Microsoft, and now NEC.  According to Williams, VSM enables Virsae business partners to apply an IT service management framework to multi-vendor UC platforms.  We’ll also cover AI and pick other trends likely to emerge in 2019.

Virsae System and Application Assessment Delivers UC Insight into the Unknown

Jay Byford provides an extensive overview of how Virsae delivers what the company describes as a, “45-point UC systems health check of availability, configuration, capacity, security, and customer experience”.

Jay Byford, Director of BDM & IoT Partnerships, Virsae, North America

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Gary Audin from Telecom Reseller and Jay Byford podcast, July 2018

Telecom Reseller Podcast: July 24 2018
According to Jay Byford, “…UC managers sometimes struggle to see what’s going on in their UC environments. That’s why we created Virsae System and Application Assessment – to shine a light in every corner of the UC platform to provide managers with a picture of overall health and performance.”

Byford provides an overview of how Virsae delivers what the company describes as a, “45-point UC systems health check of availability, configuration, capacity, security, and customer experience.”

Byford explains how their firm’s deep relationship with major OEMs enables Virsae to offer a holistic point of view on the “UC cocktail”. Virsae’s insights help users find capacity utilization savings, misconfigured systems, and poorly ordered call-queue options, along with a host of other issues beyond the view of UC managers and their technology partners.

We bring visibility in real time to security breaches, Virsae

Ross Williams walks us through Virsae’s new Security Manager service.  Recorded at Avaya ENGAGE, Williams also discusses Virsae’s long and very close relationship with Avaya.

Ross Williams, Virsae COO

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Gary Audin from Telecom Reseller and Ross Williams podcast
recorded at Avaya Engage February 2018

Telecom Reseller Podcast: February 2018
According to Ross Williams, “Any enterprise that is looking to improve quality, to lift their game… to provide a good quality customer experience every time,” should talk to Virsae. Virsae’s multi-vendor UC service management platform, VSM, manages more than 50 UC, customer experience and network infrastructure vendors, including Cisco, Microsoft, Avaya, Mitel, AudioCodes, Sonus, NICE, Verint and Juniper.

Williams walks us through Virsae’s new Security Manager service that helps companies pinpoint vulnerabilities and shore up defenses to protect their UC networks from malicious attacks. “In the same way house alarms and CCTV intruder detection systems activate alarms to instantly alert homeowners, Security Manager watches and flags suspicious activity in real time, keeping UC managers in the picture and one step ahead of the bad guys,” said Williams.

Read more here: Virsae’s security manager takes aim at multi-billion-dollar toll fraud problem

Data is not Enough: Analyze it for Decisions

Steve Shaw talks to Telecom Reseller about how cloud-based Virsae Service Management (VSM) reduces reactive break-fix activity through the use of the collected data and powerful analytics.

Steve Shaw, Virsae CEO North America

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Gary Audin from Telecom Reseller and Steve Shaw podcast
recorded at Microsoft Inspire July 2017

Telecom Reseller Podcast: July 14 2017
Businesses rely on their unified communications (UC) technology to effectively function from day to day. It’s by delivering high quality, reliable voice calls, equipping remote workers with the collaboration tools needed to be operational or enhancing customer interactions in the contact center.   Customers are looking for peace of mind around their UC system to ensure it is performing at the highest quality of service. You can buy the tools but are you going to effectively use them. A cloud based service can offer more tools at a lower cost and offer expert assistance.

Steve Shaw discusses the tools that allow UC teams to prevent outages, improve end user experience, and right size resources across the network. The introduction of UC service management reduces reactive break-fix activity by up to 80 percent through the use of the collected data and powerful analytics.

VSM takes a very different approach. VSM is designed to provide transparency and visibility of the customer’s assets to the customer’s own organisation, as well as the service provider. Using the easily configurable dashboard interface, VSM puts the user in control and lets them see what is important to the business. The dashboard is fully customizable too. Customers can pick and choose the items that matter to them from a range of information sources.