As the memory of desktop work fades with the shift to the hybrid workplace, corporate customers and Managed Service Providers (MSPs) face increasing pressure to deliver – and even improve – the high-quality experience that users expect.
Many have leveraged Microsoft Teams because of the immediacy of availability and the ease of deployment. Establish a UC platform suitable for the remote working world, unify digital workflow and access to services both inside and outside the corporate network.
However, the challenge of service performance management is complicated by tying a tightly controlled corporate network and infrastructure, with a mix of unmanaged home networks and cloud services used by the workforce. distributed work.
Virsae’s Teams solution, launched at the Microsoft Inspire 2021 global partner event, offers Comprehensive UC diagnostics and AI-driven optimization for superior customer and user experience with Microsoft Teams.
Virsae Service Management (VSM) Focuses only on three distinct areas to enable MSPs and customers to get the most out of Teams: Technical Analysis, WFH Network Analysis, and Room Analysis. Deliver comprehensive, end-to-end CX and UX analysis presented in a single pane of glass.
Technical analysis takes information from the Teams chart API and combines it with information from other sources, including Session Boundary Controllers involved in Direct Routing, Teams, and Operator Connect.
Analysis of the WFH network works via a small agent deployed on the user’s workstation, providing visibility into home networks, WiFi, workstation and ISP performance.
Room analysis provides pattern detection and headset analytics for situations where the background environment is too noisy or hinders work.
“This tripartite approach addresses the key areas that cause bad CX and UX. So while the Graph API provides data about the Microsoft environment, it needs to be supplemented with the full picture of the job from anywhere to correct the root causes, ”said Ross Williams, Director of Success at Virsae.
Virsae further closes the experience loop by leveraging the teams after-call survey, providing premium service capability for MSPs. Once triggered, the survey response is integrated with VSM’s AI and machine learning to deliver data-driven insights to IT managers, ensuring user experience issues are both recognized and resolved. Complement Microsoft Viva employee experience platform where people and teams are empowered to perform at their best from anywhere.
“Teams is changing the technology landscape, encouraging businesses to move from large, expensive, and complex on-premises solutions to using Teams-enabled interaction, under Microsoft or Office 365 licenses, ”said Ian McCarthy, UK and EMEA Director at Virsae.
“But the hybrid workplace is largely unmanaged and invisible, as 90% of it is delivered from a cloud outside of the control of MSPs. VSM provides the MSP and the customer with direct visibility into their unmanaged environments.
Williams added that when making the switch to remote working, many organizations ignored the usual processes involved in setting up service management. “The vast majority of these deployments were activated without the usual project disciplines, as the chaos of the pandemic did not leave enough time for a formally orchestrated migration – it was all about staying operational,” he said. he declares.
“From a service management perspective, many of these organizations have backed down, driven by the pandemic,” he said. “But the time has now come for them to readjust and put in place solutions that are correctly put into production. ”