A Summary of a VOSS-4-UC Case-study: Comprehensive automation of all business and operational workflows will greatly increase the savings of the UC platform operational and support teams (as shown by Metrigy research for traditional UC automation). However, this now also includes zero-touch, flow through workflow for more that pure UC operational tasks.
But perhaps the most compelling part of the business case for VOSS-4-UC is the ability to support an organization’s adoption of Digital Business Transformation and all the business and cost benefits that comes from this critical initiative.
Here is a case study example of where VOSS has implemented VOSS-4-UC with the ensuing business case benefits:
A leading UCaaS Provider in Asia Pacific has developed a world-class UCaaS practice, and they lead in most UCaaS markets where they compete for the medium to large enterprises.
The provider is very clear about their desire to stay at the forefront of the UCaaS market. They recognized that the old Cisco HCS model (one-size fits all) was not working for them, and they also well understood that the old, standardized management process was not going to help them continue to achieve a leading position in the market. In fact, it would potentially limit their ability to be more aggressive in the market, as they were concerned about creating new features, configuration solutions and adaptations that were not part of Cisco’s highly standardized HCS model.
As a result, the provider made the decision to work directly with VOSS to create a much better model, more suited to their requirements and desire for market leadership. They wanted more frequent releases from VOSS, driven by their market requirements, but with a faster time to market. Together, they are now working on a much more agile offering, utilizing VOSS-4-UC. The provider’s engineers have undertaken Certification Training and are now creating their own adapted workflows and are both increasing automation levels and better meeting their customer requirements.
In addition, they are now working closely with VOSS engineer in re-engineering it processes in all areas of the business, including:
- Day-1 Customer On-boarding optimization (including automated data migrations)
- Day-2 Customer Administration (including advanced top-down AD integration)
- Existing Strategic Customers and digital business transformation opportunities
- Educating the Pre-Sales teams on the differentiation from Agile management
- Hybrid architecture integration (Webex Teams and Office 365)
- Billing Integration
A good example has been the request for more autonomy from a large end-customer to allow the self-management of their music on hold (MoH) file management. Each location had the need to load their own unique MoH files and was able to rapidly create a simple portal to allow each location to fulfil this requirement.
The provider represents a major case study in the VOSS-4-UC architecture evolution, and VOSS believes it will help to ensure that their Cisco HCS service not only maintains its dominance in the medium to large enterprise Asia Pac market, but also grow its market share in the global market.