Inside the Contact Center: see more, look less

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 vast technology ecosystem in which the contact center technology performs. And when customer experience is a real-time interaction, finding and interpreting critical information is out of the question. No wonder so many managers fly blind.

In my experience, most contact center managers work with base-level information, such as queued customers and agents available to handle loads. However, there’s a mountain of information many contact center managers rarely see that impacts customer experience. And that’s where Virsae Service Management (VSM) does its best work, making sense of complex, deeply buried data to spotlight issues that have the potential to degrade customer experience. These issues include backup failures, switch-link outages, database query failures, faulty call-flow logic, peripheral application port closures, misconfigured audio groups, and the like. The list goes on.

VSM’s popularity is rising on the work it does to address the following pain points:

  • Were calls recorded?
    VSM presents information about the call recording platform to let you know it’s actually recording calls
  • Does the workforce management solution provide an accurate picture of current and future needs?
    VSM supplies data and dashboards to reassure managers that information is flowing from reporting systems to the workforce management solution
  • How many users are in the IVR and what applications they are using?
    VSM paints the picture for you for both real-time and historical data
  • How much spare capacity do you have on your carrier trunks handling voice or SIP calls?
    VSM tracks this usage

VSM’s approach to solving call-flow problems is a real eye opener for many clients. VSM automatically creates a Visio diagram of every call flow. And when something changes in the call center environment the diagram is updated automatically. I challenge any contact center manager to do that manually. What’s more, VSM color-codes potential logical faults to determine their likely impact on customer experience. VSM also provides data about announcement recordings used in specific call flows, enabling managers to update incorrect recordings, and respond to events for issues such as announcement play failures.

And let’s not forget reporting and the power of rendering information as a dashboard display. As a cloud service, VSM continuously collects and reports data related to thousands of transactions taking place in the contact center environment. The opportunity to set thresholds fine-tunes alerting, enabling managers to monitor the things that are important to them, such as trunk group capacity, or number of ACD licenses used.

Connecting the holy trinity of raw data, application performance, and customer experience paves the way for savvy proactive management of your contact center. Managers sit at the controls, knowing that all the moving parts are monitored and managed at the correct level. The straight line of sight to root cause reduces mean-time to repair, and in many instances, automatic fixes happen invisibly in the background.

That’s fewer places to look, much less to think about, and the key to seeing so much more.

Learn more on VSM for customer experience.

Or reach out to Ray directly at

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