VOSS for Genesys Cloud unified communications
Unify, monitor, optimize
Take control of your contact center
Contact center environments are at the heart of modern customer experience, but delivering consistent performance, quality, and operational control at scale is harder than ever. Genesys Cloud offers powerful, omnichannel engagement capabilities, but its flexibility can make visibility, troubleshooting, and optimization challenging on its own.
VOSS can help. For Genesys Cloud users, we bring unified observability and operational intelligence into your broader digital workplace, helping you manage customer journeys with confidence and clarity.
Customer use case
Major healthcare organization’s contact center migration project
Read how a healthcare company needed a mission-critical contact center to modernize its communications platform without disrupting patient services. The company selected VOSS and Virsae to accelerate the move from an on-premises Avaya contact center platform to Genesys Cloud CX, and migration time reduced from 28 weeks to just 8.
What we offer
VOSS delivers enhanced monitoring and insights tailored for cloud contact center operations, including:
Unified real-time visibility
across voice, digital interactions, bots, and cloud events, enabling teams to diagnose issues quickly and accurately.
End-to-end telemetry correlation
that brings Genesys Cloud data together with Microsoft Teams, Cisco platforms, networks, SBCs, and endpoints to simplify root-cause analysis.
License consumption and usage insights
so organizations can optimize resource allocation and control costs.
Performance monitoring across conversation stages
to spot degradations early and maintain service quality.
By integrating Genesys Cloud into the VOSS ecosystem, you gain a unified lens on every part of your collaboration and CX stack.
How it all fits together
VOSS connects with your Genesys Cloud environment to pull advanced telemetry and operational data into a central management plane. This includes:
This approach transforms reactive firefighting into proactive service management powered by unified telemetry and actionable data.
The value we bring
1. Clarity and control
With end-to-end visibility across Genesys Cloud and the wider digital workplace, you can pinpoint issues quickly and maintain consistent service quality in complex, hybrid environments.
2. Faster problem resolution
Correlating telemetry with network, device, and UC metrics delivers unmatched visibility, streamlining root-cause diagnosis and cutting mean time to repair.
3. Proactive operations
Deeper real-time insights enable teams to spot performance degradations and trends before they affect users, shifting from reactive troubleshooting to proactive management.
4. Cost optimization
By monitoring license usage and platform performance, organizations gain transparency into resource consumption and identify opportunities to optimize spend.
5. Enhanced customer experience
Understanding interaction flow and performance across stages refines contact center workflows and boosts customer satisfaction.
Read about VSM for Contact Centers
Powered by Virsae always-on performance analytics platform, delivers end-to-end service management for on-premises, cloud, and hybrid delivered contact centers. This cloud-native subscription-based service makes setup quick and easy, and instantly adds value to multi-vendor services including Avaya, Cisco, Genesys Cloud, and Microsoft Teams.
Further reading
Deeper visibility into Genesys Cloud: New monitoring capabilities now available through VOSS
This expanded insight gives companies a clearer understanding of how calls, digital interactions, and cloud events behave across the customer journey. It is especially helpful for organizations running hybrid collaboration and CX environments, where understanding the full picture is essential. Read on
