The industry we serve
Unified communications (UC) improves a company's business processes and a user's productivity.
UC management introduces automation to simplify the way communications environments are delivered and managed.
Read more, here.
When it comes to UC management, there are two very important features to perform:
- Enable the rapid creation of new, web-based, collaboration services and applications
- Allow enterprises to access best of breed UC by managing multiple vendor applications
Here is an example of the challenge that a company may face, when performing a typical UC administration process today, in an environment that is not supported by a UC management platform:
- An IT administrator in a business location requires a change to their communications system (e.g. a new person has joined, or an existing phone needs replacing). The administrator contacts their central service desk (either an internally managed team or a 3rd party managed service provider) to log the request via phone, email, a web portal, or a ticket tracking system.
- The central service desk receives the change requests. Prior to VOSS, the service desk agent logs the request into a ticketing system and a works order is created, comprising several independent tasks. This is automatically passed to a central network operations center (NOC).
- The NOC has a team of certified engineers, who are the only people permitted to configure a change on the UC infrastructure. An engineer is assigned the work order and they directly access the native interfaces of each underlying system to perform the necessary configuration change. In most cases, a single works order will require the engineer to configure several systems to complete a single business process. For example, adding a user might require separate configuration steps for each of:
- The basic phone service would be configured on the IP-PBX
- The user may need to be added to various hunt groups or pick-up groups
- The voicemail service to be configured on the voicemail platform
- The user's details would be created on the location's auto attendant system
- The user's details would be created on the location's attendant console system
- The user's details would be created extension mobility
- The user's details would be created on the location's audio conferencing system
This is before the range of UC services, such as unified messaging, instant messaging, presence, web conferencing, video conferencing and fixed-mobile convergence are added to the platform.
- Once the job is complete, the ticket is closed and the customer or user is contacted to let them know that the change has been made.
This process takes up to five business days to complete, and the chance of error is high. That is why a simple business change can cost a company over $150.