Smarter monitoring, fewer headaches: A 30% drop in UC trouble tickets
Author: Jamie Litherland
Solution Manager, VOSS
Tuesday July, 22, 2025
When it comes to large enterprises, it’s common for UC issues to snowball into a flood of support tickets – overwhelming IT teams and frustrating end users. From widespread call quality complaints and failed user provisioning to broken calendar syncs and SSO errors, even small issues can rapidly escalate across regions and departments. But what if smarter monitoring could stop the fire before it starts?
That’s exactly what one global financial services organization achieved using VOSS.
The problem: Too many tickets, too little visibility
This enterprise, with over 40,000 employees across 15 countries, relied on a complex UC environment that comprised Microsoft Teams, Cisco Webex, and a significant footprint of on-premises Cisco UC infrastructure – CUCM, CUBE, and Expressway.
Despite a stable-looking infrastructure, the IT team was logging over 2,000 UC-related support tickets per quarter. Most tickets pointed to issues like:
- Poor voice quality
- Dropped video sessions
- Call transfer or routing failures
Legacy monitoring tools showed that systems were “healthy”, yet users were experiencing persistent performance issues. Why? Because traditional tools focused on system uptime, not the actual communication experience.
The turning point: Introducing VOSS
Realizing the gap, the IT leadership team brought in VOSS to provide more intelligent, actionable monitoring across their UC estate.
Key improvements included:
- Proactive incident detection – Using anomaly detection and trend analysis, the platform identified degradation patterns, such as recurring quality issues tied to specific SIP trunks or branch locations, before users even submitted tickets.
- Root cause correlation across the Cisco stack – With unified visibility into CUCM, Expressway, and CUBE data, the IT team could finally trace issues back to their true source, whether that was a network choke point, configuration error, or overloaded gateway.
- Tiered dashboards for faster action – VOSS delivered role-based dashboards, enabling regional and global IT teams to focus only on relevant alerts and priorities. That eliminated manual log-diving and reduced resolution time significantly.
The results: Fewer tickets, faster fixes
After just three months of using VOSS Insights:
Trouble tickets fell by 30%, particularly in call quality and routing categories.
of UC issues were resolved proactively, before users even noticed.
Mean time to resolution (MTTR) improved by 45%, thanks to faster root cause identification.
This brief snapshot into a real-life customer shows that monitoring user-facing performance (not just infrastructure health) is key to modern IT success. By moving from reactive troubleshooting to proactive insight, this enterprise company saved hundreds of support hours and dramatically improved service reliability.
If you’re still relying on uptime metrics alone, it might be time to rethink your strategy, because when you see what your users see, you can stop problems before they start. Talk to VOSS to find out more.
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