VOSS Solutions

You Asked, We Listened: An Update on Self-Service

You Asked, We Listened

Read about our latest enhancements to VOSS-4-UC Self-Service

Bill Dellara, VP Product, VOSS

When we launched VOSS-4-UC in September 2013, one of our major messages was that the innovative re-architecture was based on garnering years of best practise experience and listening to feedback from our valued customer and partner community.

Well, to continue in that vein, I am pleased to highlight some of the enhancements that we have made to the latest generation of our end user self-service portal. Once again, we have gathered our experience from the field, and taken extensive feedback from partners and customers on board, to create a self-service interface that makes it far easier for organizations and their end users to realize the benefits of self-service.

One key focus area for us is to ensure the end user portal provides a great user experience and is intuitive and simple to use. We approach this by ensuring that the interface fundamentally provides terminology and workflows that are user centric, and models capabilities based on what the user is trying to achieve …. rather than mirroring the technical terms and steps required by the underlying applications. By creating such a user-friendly easy-to-use interface, it’s clear that the self-service portal will save end users time. As such, barriers to wide scale adoption, such as extensive end-user training and education, no longer exist. The interface also adapts automatically to mobile and tablet devices, ensuring users can access the interface from an extensive range of devices and locations, providing more opportunity for usage.

 
Figure 1 & 2: Self-service mobile adapted interface

So let’s take a look at a few examples of how this is delivered.

This is the dashboard that the user is presented with at login, providing a summary of their UC services and their status. The dashboard offers the ability to manage settings in real-time, or navigate to detailed views of individual services.


Figure 3: VOSS-4-UC Self-Service landing page

This clean look-and-feel runs throughout the interface, as the user manages their services in the system. A good example of this is the management of a user’s personal phones. From a single screen, the user can quickly and easily manage their single number reach destinations including mobile client setup. The intuitive dashboard masks the incredible complexity that goes on behind the scenes to carry out this multi-step configuration process, and orchestrate the single number reach setup across the user’s devices.


Figure 4 & 5: Personal phones management screens

Another good example is the consolidated pin and password management feature. Instead of a user having to individually manage and keep their service’s credentials in sync, the user can now manage a single pin and/or password and the system handles the orchestration across all their services.


Figure 6: Consolidated pin & password

Another popular capability is the self-service interface’s ability to support multiple themes. This feature means that the look-and-feel of the interface can be extensively tailored so that it fits in with the look-and-feel of other systems/applications that the user has access to. Here is a screenshot of the self-service interface with the standard Cisco application branding applied. In this case, the interface is powered by Cisco UCDM, rather than by VOSS-4-UC. Cisco UCDM is the UC fulfillment management component in Cisco HCS, and is provided by VOSS Solutions.


Figure 7: Cisco branded dashboard

In summary, I’m very excited about the innovation that continues around VOSS-4-UC self-service, and am particularly pleased with these latest enhancements. Our goal is to help our customers and partners realize the benefits of self-service through higher end-user adoption. And I really believe that these enhancements take us a significant step closer to that goal.

Early feedback from the field has been very positive, and customers and partners are looking to offer these capabilities to their end users soon. We are also busy working on the next round of updates, due in early 2015, which will add some more great new features…watch this space!

If this blog post interests you, please get in touch.