Auckland, New Zealand, Mar, 2022 -- XCaaS analytics provider Virsae has partnered with Jabra – a provider in intelligent headsets and collaboration technology – to extend unified communications (UC) and contact center analytics to headsets and work-from-home (WFH) environments.
The partnership ensures enterprises and managed service providers operate with a complete end-to-end view of UC performance, including telemetry from headsets and room analytics, to understand the factors impacting individual workers and overall user experience.
The announcement coincides with the launch of Virsae’s end-to-end analytics platform for WFH environments, VSM Everywhere, and follows successful pilot deployments with several MSPs and telco carriers.
"The quality of audio-based user experience is a fast-emerging factor in the productivity and mental health of at-home workers," Virsae co-founder and Chief Alliance Officer Mark Vincent said. "Our partnership with Jabra means support teams have a direct line of sight to audio devices used in the home, enabling proactive identification, diagnosis and resolution of issues right down to specific users and agents within the UC and contact center platform management experience."
Stephan Keim, Jabra’s Global Alliance Manager, said intelligent data-driven audio devices played a key role in strategies to improve agent experience and wellbeing.
"Professional audio devices are designed with advanced technologies to deliver clear sound quality, but we understand that our products can provide important information about the user experience and acoustic environment. Virsae is now providing enterprises with true end-to-end visibility including hybrid and remote work environments which goes beyond traditional UC performance analytics."
The intent also extends to protecting agents’ hearing. On this front, VSM Everywhere automatically flags individual headset volumes that exceed audio level standards defined by the World Health Organization (WHO).
Vincent said common causes of poor WFH experience were located beyond an XCaaS provider’s network. And while API connections to external sources provided some additional visibility in and around XCaaS platforms, a remote user’s ‘local loop’, including workstations, home environments, and headsets, remained off the radar.
"For years now device makers have been toying with the idea of presenting performance data for diagnostics and troubleshooting. But most data remain dislocated from true UC management, requiring engineers to down tools and dig deep to isolate and fix problems," Vincent said. "In Jabra we have a partner who automatically pushes data into VSM Everywhere to provide enterprises with a true end-to-end picture of experience quality – from XCaaS platforms to the agent’s home and their headset – for every call."
Posted by Veronica Silva Cusi, news correspondent
Virsae provides CTI for Avaya CC Elite with development to Microsoft, IP Office and Cisco planned in Q4 2013.
At Jabra we have expertise through professional sound. Proudly part of the GN Group, Jabra are providers in intelligent audio solutions and innovations for the last 150 years to transform lives through the power of sound. We help contact centres of all types and sizes to reach their full potential and unleash the power of conversation with business-grade audio and video collaboration solutions. To aid productivity and increase customer satisfaction, we have developed a range of audio devices that can empower agents located within noisy working environments in the office or at home. Jabra professional corded and wireless headsets provide outstanding call quality, intelligence and all-day comfort, including features such as noise-cancelling microphones, enhanced hearing protection, live agent guidance and call analytics; ideal for people who talk for a living.
Published: Tuesday, March 22, 2022
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