A Contact Center Provider Use Case
International contact center service provider replaces Cisco Prime Collaboration Assurance with VOSS Insights
The Background
This global contact center service provider first became a VOSS customer in 2016, with VOSS providing the UC automation management layer of its Cisco Hosted Collaboration Solution. In 2018, the provider was one of the earliest adopters of the VOSS platform, transitioning from Cisco Unified Communications Domain Manager (CUCDM) for more comprehensive and agile UC management.
The Challenge
Fast forward to 2021, and the provider approached VOSS with the desire to replace Cisco Prime Collaboration Assurance with a tool that offered a better monitoring capability and much more dynamic reporting, rather than relying on technical specialists to pull the data. The provider wanted the solution to span multi-vendor technologies, including non-Cisco SBCs and contact center adjuncts. As an added benefit, the provider sought to give its customers access to real-time highly intuitive dashboards.
VOSS gives us a cutting edge solution to take to market. We have replaced Cisco PCA with a far superior product, and in doing so, have a much more robust and cohesive UC operations and performance management platform that gives us important insight into the success of our platform.
The Solution
After the first demonstration of VOSS, the provider understood the many business benefits of seamlessly integrating VOSS’ assurance, analytics, and monitoring capability with VOSS automation, to give comprehensive visibility into the operations and performance management of the entire collaboration platform.
VOSS and the provider worked closely to customize the VOSS platform to suit all business objectives and expectations for both its UC and its Contact Center customers, and to integrate into existing business processes, including implementing zero-touch workflows to replace time-consuming day-to-day tasks.
VOSS Value
VOSS gives this international contact center service provider a single pane of glass management console for its entire collaboration platform, which is more cost effective and time efficient to run, and less risky as it has no single point of failure. The overarching benefit is the flexibility and agility that VOSS offers, enabling the provider to quickly adapt and respond to change. With many of its customers embarking on demanding digital business transformation journeys, the provider is in a strong position to provide the latest digital workplace solutions, cost-effectively, efficiently, and securely.
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