UC Service Management Made Easy - VOSS is unique in integrating UC fulfillment, UC assurance, UC analytics and reporting, UC accounting, and UC migration, across multiple UC vendors; all from a single, flexible, secure, web portal.
- About VOSS
- VOSS delivers greater TCO savings than any other UC management vendor Read more
- Service provider
- Enabling the world’s leading service providers to deliver dynamic UCaaSRead more
- Enterprise / Government
- Unlocking agile and flexible UC for large and medium enterprise organizations Read more
- New to UC
- Are you new to VOSS? Here's an enterprise guide to UC managementRead more
Webinar: Boost Productivity and UC Performance - While Reducing Costs
Tips for workplace transformation using automation management tools
Robin Gareiss, Metrigy CEO and principal analyst, will be joined by Bill Dellara, VP Product at VOSS for a lively discussion of the value companies are seeing today by leveraging management and automation tools to drive business success. Learn why 62% of companies prefer management tools come from an objective third party and why 64% find it extremely valuable to use a single tool to manage multiple providers.
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- VOSS-4-UC product video
- With VOSS, managing your UC environment becomes as easy as 1,2,3
- Enterprise solution video
- One size does not fit all. Get a perfect fit for your UC with VOSS
- Solution video
- It’s not a dream! Efficient, automated and accurate UC migrations
NEW! Learn more about VOSS with our new product demo videos
- Microsoft Teams Calling Options - Operator Connect Manage your Headsets with VOSS-4-UC VOSS M2UC Workflows - Migrating from Avaya to Cisco UCM VOSS-4-UC Business Admin Portal VOSS M2UC Overview VOSS-4-UC Provisioning & Management with a Single Pane of Glass VOSS-4-UC ServiceNow Integration Contact Center Management VOSS-4-UC Modifying a User with Quick Add Subscriber
- “How to Migrate and Seamlessly Operate Avaya with Microsoft” VOSS to Feature on IAUG Webinar with Industry Expert P… https://t.co/EVQEjEnRny
- Latest blog post from VOSS: Understand Your Company’s Zoom Usage with the VOSS Assurance Suite… https://t.co/WzSXEr3CnP
- ICYMI: BCX Bolsters its Managed Unified Communications Capability to Achieve Highly Agile Collaboration with VOSS… https://t.co/w1D7zzMib5
- Check out the latest blog post from Shaun Wormald: Why is Unified Communications (UC) Analytics, Assurance and Aut… https://t.co/1K8z4xTiVQ
- Read about our latest customer: BCX bolsters its managed UC capability by selecting VOSS, to achieve highly agile… https://t.co/3MSKdE2AEQ
- RT @uctodaynews: Congratulations to @voss_solutions Winner of Best Service Management Platform at the #UCAwards20 Watch all the winner…
- It's great to see this article from @PEdholm on #BCStrategies: "UC Evolution - Moving Forward but Still Encumbere… https://t.co/zSVVfOHgkF
- RT @kkieller: It was great to see all the innovation in our industry. Congratulations to the winners! Was an honor to be a judge. Thanks to…
- Thank you @uctodaynews ! https://t.co/96XlmgKdyY
- Thank you Kevin! All the best from the VOSS team https://t.co/RLCi3GM06j
VOSS - The Only Vendor to Offer a Full UC Management Suite
VOSS is unique in integrating UC fulfillment, UC assurance, and UC accounting, all from a single, flexible web portal. Unified communications is inherently complex. With VOSS, your organization can overcome this complexity by managing all UC applications from multiple UC vendors, with a full suite of UC management capabilities. No other UC management vendor comes close to offering the depth of management that VOSS provides.Find out more about VOSS-4-UC
“VOSS will provide a single point of integration for our UC and business applications, allowing us to optimize service delivery through automation, resolve any problems quickly, and provide our customers with a state-of-the-art yet cost-effective hosted collaboration platform.” Read more
Hiram Lopez, Director of Infrastructure & Operations, Alpine Health Technologies
"As a Systems Integrator, it’s our job to provide high quality and cost-effective leading-edge UCaaS packages to our customers. VOSS enables Axians to provide a highly automated and flexible UC management framework that allows us to respond to our customers' requirements quickly and efficiently." Read more
Tom Greeve, Director at Axians
"We wanted a robust Unified Collaboration management platform that was highly flexible to underpin our UC business moving forward. VOSS automates new customer onboarding, simplifies day-to-day UC management, plus they have significant commitments locally in SA, so it was the obvious choice for us." Read more
Sharon Maasdorp, Managing Executive for Unified Collaboration Solutions, BCX
"VOSS is perfectly placed to support BT, as it is unique in its ability to manage the entire lifecycle of a UC platform, which has enabled BT to manage an ever-expanding and complex network of multi-national enterprise customers, from a single point of control." Read more
John Blake, Head of Hosted IP Telephony – Evolution, BT Global Services
"We are excited to partner with VOSS Solutions to benefit from a direct relationship with our UC management provider, allowing us to operate an agile cloud communications platform. Overall, VOSS-4-UC empowers b+s and our partners to create dynamic Cisco HCS solution packages." Read more
Ralph Müller, Sales & Business Development Cloud, Bucher + Suter
"VOSS gives du a meaningful competitive edge, to introduce new collaboration services seamlessly, removing deployment blockers, improving customer satisfaction and maximizing revenues." Read more
Farid Faraidooni, EVP Commercial, du
"We pride our relationship with VOSS as they help us bring strategic offerings to our clients. The flexibility and agility that VOSS-4-UC brings to our Cisco HCS platform, coupled with the responsiveness of the VOSS services team, means that our business is all-encompassing, delivering cutting edge UC solutions to the Canadian market." Read more
Denis Govedas, Director, Voice Services and Architecture, FlexITy
KCOM selected VOSS to provide integrated contact center management and UC management, from a single web-based portal. "The innovations from VOSS allow us to pass on flexibility, accuracy and speed to our customers' agents and reduce effort required by their customers and long may it continue." Read more
Stu Smith, Head of Innovation and Development, KCOM
"We provide state of the art technology to help businesses access top-tier collaboration software of the quality and capability they deserve. Therefore, we wanted to be sure we were selecting the very best UC management technology for our new Shared Architecture solution. We were most impressed with the latest version of VOSS-4-UC, together with the VOSS team’s deep technical know-how of latest HCS thinking." Read more
Mark Phelps, Collaboration Product Manager, Node4
"The VOSS/Cisco platform completely changes our enterprise telephony business model. Not only can we offer customers a much richer, more flexible service, with a lower cost of ownership, but it allows us to easily upgrade existing customers with new collaboration services." Read more
Mr Mohammed M Al-Haifi, Ooredoo
"It was simply a matter of deploying the VOSS software – then the magic happens" Read more
Jeremy Pestana, GCN Project Manager, Western Australia Government
Latest from VOSS
- VOSS Blog
Jamie Litherland, Solutions Owner, VOSS Solutions
It has been an exciting time for VOSS. Last month, we were enormously proud to announce the acquisition of LayerX Technologies; a highly respected provider of advanced data analytics and monitoring software. With this acquisition, VOSS doesn't just win on the software front; we also gain a great team of experts in the UC assurance and analytics space who I have no doubt will add huge value to our customers, business and product innovation and roadmap.
The timing couldn't be better. With so many organisations adopting more agile business transformation strategies to support their increasingly dynamic workforce, assurance and analytics tools are becoming critical to the business. They give managers much needed insight and understanding into user data, to ensure a positive employee experience no matter how dispersed the workforce. They monitor adoption rates and productivity to make sure employees are working optimally, and flag any problem areas as they arise. And, they enable you to react to change quickly and effectively, ensuring your business stays nimble.
So, let's look at another change in the industry: Cisco announced the end of sale and end of life of Prime Collaboration Assurance and Analytics, Prime Collaboration Assurance and Analytics for HCS, and Cisco Prime Collaboration Provisioning.
What remains, is a huge user base with a very uncertain future. We have teamed up with the newest member of our team; LayerX CEO Jeff Graham, to discuss the PCA announcement in more detail.
In this video, we explain:
- The risk of doing nothing to replace your PCA installation
- The basic steps to keep your UC infrastructure safe
- The path to a replacement strategy
- Features and functionality to look out for in a new solution
We also have a special offer for Cisco Prime Collaboration Solution customers, so if you would like to hear about that, or if you have any questions about your PCA replacement strategy, please feel free to contact us or click here for more information.
- VOSS Blog
Kelly Mark, Area Vice President, North America Sales, VOSS
As 2021 continues growing at a rapid rate, I keep being drawn back to the report that Gartner issued earlier this year, “Top Strategic Technology Trends for 2021”.
In the report, Gartner predicted three key trends that would take hold in 2021:
- People centricity: Despite the pandemic dramatically changing the way that staff work and interact, people are still at the center of all business, and they need enhanced digitized processes to function in today’s workplace.
- Location independence: The pandemic has shifted where employees, customers, suppliers and organizational ecosystems physically exist. Location independence requires a technology shift to support this new version of business working from any location from any device, yet at the same time, everyone is still able to work collaboratively.
- Resilient delivery: Whether a pandemic, recession or any high swing shifts, volatility exists in the world.
As the months pass, and as I work alongside my customers to solve their latest business challenges, these three drivers resonate with me more and more.
People Centricity - First, let’s look at people centricity and where VOSS can bring value by supporting staff to be able to work effectively and efficiently in this new “remote work world”. Our technology stack enables the modern day digital workplace. Through high levels of automation, built on a highly flexible framework, we empower our customers to deliver and manage all related UC and collaboration services to enable their staff to function effectively. Access to these tools needs to be as easy and intuitive as possible, and staff now expect a consistent positive experience, in order to stay motivated and productive. This is key in retaining employees.
Location Independence - The general trend is that we will not return to an always in the office work model - hybrid work structures have replaced the business model where team leaders needed their staff to be present at the office all the time. Today’s digital workplace frees staff to work from any location, accessing the same set of UC & collaboration tools no matter where they connect. At the heart of a successful digital workplace management strategy are tools that empower organizations to measure staff productivity, track service adoption and in the process understand staff behaviors, and access related reports to better understand organizational trends.
Resilient Delivery - In the Gartner report, they use the phrase “Intelligent composable business” to explain how organizations should be created from interchangeable building blocks. This flexibility in design should extend across the modern day digital workplace - the more agile your UC & collaboration management framework is, the easier it will be to adapt to changes in working practices, and new problems as they arise.
But perhaps the most interesting to me is Gartner’s take on hyper automation, which they describe as the way in which businesses automate as many processes as possible using tools like AI, machine learning, event-driven software, robotic process automation, and other types of decision process and task automation tools. This is absolutely VOSS’ sweetspot.
Intelligent automation is at the heart of everything we do. The VOSS product suite enables our customers to operationally manage and gain insight into their collaboration platform and implement zero-touch workflows that automate up to 90% of their day-to-day MACDs. I’m proud of the fact that no other vendor offers the breadth and depth of digital workplace automation management that VOSS provides, spanning multiple services and vendors.
I’d welcome your thoughts on these trends and whether Gartner’s predictions are resonating with your business. Please get in touch.
- People centricity: Despite the pandemic dramatically changing the way that staff work and interact, people are still at the center of all business, and they need enhanced digitized processes to function in today’s workplace.
- VOSS Blog
Christopher May, Co-Founder, VOSS Solutions
In the early 1980s, the term FCAPS was introduced by the International Organization for Standardization (ISO) to cover systems management. FCAPS was primarily focused on the operational management systems for network and IT frameworks.
FCAPS is an acronym for the following operational systems:
- Fault management
- Configuration management
- Accounting management
- Performance management
- Security management
The whole purpose for ISO’s FCAPS initiative was based on everyone understanding that the full suite of FCAPS was necessary to maintain your IT and network systems to a high level.
What about workplace communications?
FCAPS was never considered relevant to unified communications (UC) and collaboration because it was always too complicated to enable the full FCAPS suite. Networks/IT have 10-20 settings to configure, whereas UC has thousands of settings, covering multiple applications, each with multiple features. Individual management tools have been created for UC, but no one has been able to create a fully integrated FCAPS suite of management tools for workplace communications to date.
But all of that has now changed with UC as a Service (UCaaS).
UCaaS providers (e.g. RingCentral, 8x8, Fuze, etc.) are now offering the full FCAPS suite of management tools, all from a single web portal, to enable their customers to better manage and monitor their entire communications services. Even Cisco recently announced their own suite of FCAPS management tools via the Webex Calling Control Hub.
However, the problem today with FCAPS for UCaaS is that it only covers the single vendor and “one-size-fits-all” model, without feature parity (i.e. the UCaaS portals are for basic configuration which don’t cover the more advanced UC settings).
Whether you are a hospital, or a bank, or a manufacturer, or a university, or a retail organization, or a government agency, the current UCaaS solutions offer you a “one-size-fits-all” solution that cannot be customized to your specific vertical industry requirements. For example:
- A hospital may want different settings between the emergency department and regular wards … but sorry, they cannot make this configuration through the UCaaS portal, or even get the UCaaS provider to manually make the customization.
- A retailer may want an advanced workflow to enable potential customers to be automatically linked to a relevant tradesman to install their new product … but sorry, new operational workflows cannot be added to the UCaaS platform.
- A university may want contractors to be added and deleted from the UCaaS system during the annual demand cycle, while retaining each contractor’s numbers and settings (i.e. not having to give each contractor a new number each time they re-join the organization) … but sorry, this is not possible with the current UCaaS providers.
- A government agency may need a more efficient process to monitor call rates and convert appropriate employees (with the correct skills-group classification) into contact centre agents to meet rising call demand from customers. To do this manually today on your UCaaS/CCaaS platforms is a multi-step process and can take many hours; which cannot be fully automated.
- Many large banks would like to enable their ITSM ticketing system (e.g. ServiceNow) to automatically trigger both IT and UC configuration (FCAPS) through a single ticket, covering multi-vendor environments (i.e. Traditional UC vendor, plus Microsoft-Teams or Zoom collaboration). For example, on-boarding a new employee shouldn’t need multiple tickets … why can’t a single ticket be created from HR? Unfortunately, UCaaS providers cannot enable complex UC workflow processes to be triggered from ITSM. They assume the ticket will always be sent to a help-desk and multiple tasks will be assigned to multiple engineers.
And there are many, many more examples for each and every vertical industry … “one-size” does not fit all!
Which is why the current UCaaS platforms work reasonably well for small to medium sized businesses (i.e. in any industry … where they are happy with a more standardized approach), but it doesn’t work for large, complex organizations that have specific communication requirements to meet their unique industry needs.
The good news is the ISO FCAPS is absolutely now available for advanced vertical industry organizations for both IT/network and UC, following our recent acquisition of LayerX.
More complex organizations can now acquire the full FCAPS management tools for their own multi-vendor, hybrid cloud UC environment by using the VOSS FCAPS suite of tools:
Fault management - VOSS ensures that call quality issues and/or network faults can be more easily identified, more effectively “trouble-shot” to isolate the cause, and issues more quickly and efficiently resolved … across all multi-vendor and hybrid-cloud communication and collaboration tools (including working from home practices).
Configuration management – VOSS provides feature parity for its configuration management, with advanced role-based access to allow non-technical administrators to perform basic moves, add and changes; while technical engineers can access the advanced features and settings to perform design optimizations. VOSS also introduces “zero-touch” workflows for configuration and management, automating mundane day-to-day admin tasks and complex multi-step workflows, to remove the risk of manual error and to free skilled staff to work on more challenging projects. What’s more, this zero-touch configuration can also be fully triggered from a single ITSM ticket.
Accounting management – VOSS provides full data feeds to your accounting system, all based on your organization’s hierarchy to enable to you effectively track costs against budget for each region, business unit, location, or sub-department. Optimization of licenses utilization can also easily be achieved through manipulation of linking standalone devices to users.
Performance management - VOSS gives actionable intelligence into the UC platform, helping organizations visualize and actively manage the quality and performance of their communications and collaboration services. Importantly, utilization rates can also be monitored through advanced analytics to ensure that adoption rates are meeting expectations.
Security management – VOSS provides advanced log analytics of network and UC devices as well as NetFlow analytics of the data traffic flows across each step of the network. These two compelling data acquisition and processing capabilities enable potential security issues to be rapidly identified and warnings generated for the organization.
With the proliferation of digital workplace technology, with multiple UC and UCaaS vendors jostling for your business, and with an increasingly remote workforce to support, your UC platform will need to constantly evolve to meet business needs. Importantly, the FCAPS management suite will also need to evolve to match the changing requirements of the underlying UC systems. Your FCAPS tools must be up to the challenge of supporting this ever-changing business environment … again, something that UCaaS providers cannot do today, but VOSS Solutions can absolutely provide a highly agile FCAPS framework.
At the heart of the VOSS technology is a highly agile middleware framework. Traditional FCAPS systems hard-code all the management logic, whereas VOSS fully abstracts the business, operational and portal elements from the hard-coded product framework. This approach unlocks unprecedented levels of flexibility for your business in a matter of weeks, without the need for a new product release (which can take 12 months).
What does this mean for your large, complex, organization?
Whatever the size of your organization, whatever vertical you operate in, and however complex your digital workplace environment, the VOSS suite is highly flexible so it can adapt to your business environment, address your specific business drivers, and evolve as your business grows.
VOSS is the only FCAPS provider for the UC and IT environment, with support for multi-vendor, hybrid-cloud, and full feature parity; and with the ability to integrate totally with enterprise IT systems, such as ITSM, HR, accounting, etc. But more importantly, VOSS is the only FCAPS provider with a highly agile framework to allow for rapid changes to the operational workflows and UC effectiveness.
VOSS is seen as a real game-changer for large, complex, organizations who are looking to transform their business operations and achieve significant competitive advantage.
Contact us to find out more.
- VOSS Blog
Tim Jalland, Solution Manager (Microsoft Teams), VOSS
Microsoft Teams is a success. When you look at the business model – to include Teams as part of the Microsoft 365 suite of applications – its success should never have been in doubt. What has taken everybody by surprise is the rapid adoption rate and the speed of growth – helped enormously by the recent trend of hybrid and remote working. Today, Microsoft Teams has over 250 million users globally; these are people who use it daily to collaborate and work together, no matter where they are located.
Now is the time for businesses to take the next step. Organizations are ready to extend their Teams deployment to enterprise voice, so that staff can use the same Microsoft client application for both Teams collaboration and to make and receive telephony calls to the world at large. There’s a challenge though. The inbuilt Microsoft Calling Plans are not readily available outside of Western Europe and North America and are relatively expensive. This means that organizations need to strike up and rely on new partnerships with local ‘Direct Routing’ providers to provide a local in region solution – this takes time, can be complex and is quite off-putting for some organizations.
For organizations that already have an enterprise voice system (Cisco) – there’s an alternative option to extend this to Microsoft Teams, allowing telephone numbers to be reused on the Microsoft Teams Client, keeping disruption and risk to a minimum. We call this hybrid as it integrates Microsoft Teams into one enterprise voice system. What’s more, we have just extended the number of country dial plans that are available to cover all major countries world-wide, meaning Teams Calling/Telephony is literally just a phone call away. It’s an easy way to offer telephony to all employees through the same client. It is appealing on so many levels: it saves staff time, it’s way more convenient, it will save money, it’s easier to manage.
If you would like to find out more about the approach or country support, please drop us a line.
What industry experts say about VOSS
"So, please, please go look at a BCOM system, such as VOSS-4-UC, so that you get your money’s worth out of the highly communication-dependent users in your company, while also assuring you are managing the TCO of your communications technologies. It will be worth your time and investment. "
Marty Parker, UC Strategies
"For those who are looking for a single pane of glass to manage a multi vendor collaboration environment, VOSS does as good a job as I've seen so far."
Zeus Kerravala, ZK Research
"[For a collaboration deployment]... one of the biggest keys to success is having the right management and administrative tools in place from Day-0."
Robin Gareiss, EVP Nemertes Research
"…unless automated OSS tools and processes are deployed, cloud-based collaboration will not be successful."
Dan O'Connell, Research Director, Gartner
"Anyone with cloud problems should perhaps turn to VOSS Solutions, which took home the award for its cloud fulfillment platform."
Mary Lenighan, Total Telecom
"Reducing operational time only becomes possible with user profiling and the automation of configuring those profiles. This should be a priority for organizations."
Marty Parker, UniComm Consulting
"A large number of customers are migrating to Skype for Business, but retaining their existing voice infrastructure...the tools that VOSS provide are essential to a successful technology transition and user migration."
Kevin Kieller, EnableUC
"VOSS enables staff to move beyond the challenges of operations to focus on enablement and adoption, while avoiding errors and delays that reduce both user satisfaction and adoption."
Blair Pleasant, Principal Analyst at CommFusion
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