Centralizing services benefits workers and company - CX Series #3
“Companies focusing on management and performance improvements meet with a lot of success and better business outcomes according to Metrigy research,” says Flitter, Virsae CMO. In particular, 14.5% revenue growth, 9% cost reductions, 17% customer rating improvements, and 15% productivity gains. In this podcast learn why companies need to own customer experience, from the head office to the edge of their network, which now includes the quality and performance of technology used by at-home workers. Flitter discusses the Virsae approach, where gaining actionable insight into the edge of the enterprise delivers real ROI.
Sep 07, 2022
At-home workers are suffering from poor IT support - CX Series #2
“You can’t fix what you don’t see,” says Flitter. In this podcast, Flitter lays out the scope of the problem and makes the case for Virsae’s approach to being able to see across the network to discover IT issues that impact employees and CX. Flitter tells us that Virsae can deliver visibility right to the edge, right to the level of endpoint devices such as headsets, whether agents are wearing them in an office or in-home, or even public space environment. Working from anywhere requires a way to see what’s happening everywhere. The goal is to get people a consistent level of service wherever they do their work.
Aug 24, 2022
Bad QoS alienates customers, employees but IT management lacks visibility of the problem
“It happened so fast,” says Justin Flitter, Chief Marketing Officer at Virsae. The pandemic saw millions of workers go home, where they set up as best, they could with whatever was available. Since then, companies have stepped up to buy devices such as noise-canceling earphones, but there remains a huge gap. Flitter tells us that a survey by Metrigy found that more than half of at-home workers suffer from a spotty internet connection. Poor video performance (46%) and poor voice performance (29%) were also troubling. Beyond the statistics, the work culture seems to accept quality issues. Flitter points out how almost everyone has been on a call where people’s poor Internet, maladroit devices, or flailing apps see team members flick off their video, hit mute, or even place a landline call to join the meeting. To remedy these solutions, employees are spending their money, pursuing homemade remedies, while the issues they are trying to fix create CX issues that cost companies money, not to mention reputation.
Make CX revenue focused, not a cost center – CX Series #1
Facing an uncertain environment, businesses are turning to cost cutting, so why not cut spending on CX? In this podcast Justin Flitter, CMO for Virsae makes the case for making CX a priority, not a cut. He tells us that we need to look at WFH, labor recruitment challenges and CX as a continuity: satisfied workers lead to satisfied customers.
Aug 17, 2022
Shifts in Workforce Models Creates New Nightmare for IT Teams
Raymond Pearson joins Telecom Reseller’s Doug Green during ITExpo 2022 to discuss the WFH issues facing IT Teams, and how VSM Everywhere helps companies understand and better manage the wellbeing and performance of their people from any location, including remote.
Jun 22, 2022
Virsae Wins Most Innovative Use of AI at Enterprise Connect 2022
Ross Williams, joins Telecom Reseller’s Ruth Marion to discuss Virsae’s achievement in the use of AI. Virsae’s unique approach helps companies understand the well-being of agents, as they work from across multiple situations and scenarios.
Mar 23, 2022
MSPs in the Eye of the Storm. Are You Ready?
“MSPs are faced with a new set of challenges”, says Ian McCarthy. Learn how the MSP’s own environment is in a state of change and how they’ll survive the eye of the storm. The push into the cloud from the creation of hybrid working environments has caused many MSPs to take a good hard look at the future. As an MSP, you must partner with a provider that has a clear roadmap into the future and can tell you about it now.
Oct 15, 2021
“MSPs are faced with a new set of challenges”, says Ian McCarthy, Virsae Director UK & EMEA.
Teams, costs, new economic growth, ongoing pandemic challenges, post pandemic economic green shoots. The MSP has never been faced with more change, challenge, and possibilities of new successes than now. Listen to the challenges MSPs are now facing and what a successful MSP does to accommodate their customer’s changing environments.
Learn how the MSP’s own environment is in a state of change and how they’ll survive the eye of the storm. The push into the cloud from the creation of hybrid working environments has caused many MSPs to take a good hard look at the future. As an MSP, you must partner with a provider that has a clear roadmap into the future and can tell you about it now.
The MSP in the post-pandemic world, an outlook from Virsae
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. It’s the transition of organizations from being maintenance and service providers to being truly managed service providers, says Jayne.
Nov 01, 2020
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. “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
Ian McCarthy discusses 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. He makes the case for a subscription as a service approach and discusses the challenges contact centers face, including customer and user experience, and compliance and capacity planning.
Jun 12, 2020
Virsae leverages AI to help customers minimize operational risks, and deliver superior CX outcomes
Gary Audin from Telecom Reseller and Charles Carlos Podcast
Mar 05, 2020
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. 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
Gary Audin from Telecom Reseller and Ross Williams Podcast,
recorded during Avaya Engage, February 2020
Feb 27, 2020
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?
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 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, 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.
