VOSS Solutions enables your organization to leverage sophisticated UC operational management capabilities and tailor them to the specific needs of your business - without complex, labor-intensive coding and the associated time and budget implications. VOSS abstracts and virtualizes the operational control panel, so you can manage, coordinate, and optimize all aspects of service delivery without the need for coding.
For years, operational teams have been hamstrung by their traditional UC operational management platforms, which require complex, time-consuming coding for virtually every aspect of customization. This complexity makes it costly and difficult for organizations to adapt the automation layer to their business requirements, placing an increasingly substantial burden on the agility and efficiency of the business as a whole.
VOSS offers a clearly differentiated alternative to traditional UC operational management platforms. With VOSS, UC operational teams can complete their initial deployments quickly and easily (out-of-the-box), but then they can efficiently adapt the automation processes to the specific and evolving needs of their business without the need for re-coding.
The VOSS Services team can rapidly adapt VOSS-4-UC data and device models, configuration templates, orchestration workflows and IT integrations, all within a highly agile, core product framework, to better match your business requirements.
The adaptation of VOSS-4-UC will not only increase the level of end-to-end automation of your operational processes, genuinely lowering your TCO, but it will also allow your communications platform to be much more dynamic. The ability to introduce new services or improve features will be much easier, faster, and can be achieved in the knowledge that these business changes can be incorporated into the company’s standard operational use cases without the need for manual workarounds.
Critically, any adaptation of the underlying models, templates, workflow, etc. of your VOSS-4-UC system will not affect the support and maintenance of the solution architecture. And, the agile VOSS framework ensures that any customer-specific adaptation does not break the ability of VOSS, and its partners, to support and maintain the solution architecture.
Contact us today to find out more about VOSS Adaptation Services.
Real-life Examples of VOSS Adaptations
Line Update Tool
With Line Update Tool administrators can update or replace lines across multiple devices with the use of templates, and make the changes across multiple devices in a single operation. This adaptation is particularly useful when a user has a large number of devices, which would otherwise require multiple steps.
Creating Efficiency with Adaptation
Want to hear how to improve number management? Read how VOSS introduced new Adaptation which enabled the customer to have a "one stop shop" for number management, taking a 102-step process and turning it into a one step process.
Some organizations wish to group a number of sites so that they share the same site code, to allow simplified extension-only dialling within the group of sites. Read how VOSS enabled this by introducing a simple Adaptation.
VOSS helped a customer to deploy phones much more rapidly, and allowed end users to install their own devices, removing the requirement for MAC address tracking activities between the users and the service provider.
Long Service Leave Process
The Government's customer had roughly 10% of its staff on long service leave (LSL) at any point in time, hence wanted to avoid paying license fees for these staff members. However, their manual operational process to delete their LSL users resulted in major pain-points where the staff members returned. The returning staff member found that their number(s) had been allocated to other staff (meaning new business cards had to be printed and all contacts informed of the change), plus all of their personalization settings had to be manually re-set by the user.
VOSS created a LSL wizard to enable the license to be disconnected, but all of the user's settings and resources would be reserved, such that on the staff member's return, everything could be reinstated with a single button-press. This LSL adaptation was created and tested within 2 weeks and the customer was very impressed with the speed of the adaptation delivery and the removal of all the pain-points.
The usual process of uploading an MoH file requires a highly skilled engineer to log into the IP-PBX and manually upload the MoH file, with configuration to the relevant numbers and sites. This is a high-risk process, with a serious risk of manual error.
Our customer's customer wanted a location-administrator to be able to log into a secure web-portal and follow a simple process to upload their own MoH file, without having to know which numbers were required to be configured.
VOSS created a non-technical "wizard" in two weeks, utilizing the VOSS Selenium Driver (as the IP-PBX didn't have an API for MoH), to automatically upload the MoH for the relevant numbers for the administrator's location. The end Customer was very pleased with the operational efficiency this provided to their organization.
Moving a Regular User into the Agent Role
This Further Education customer came to VOSS with an issue around rapid peaks and troughs in call volumes coming into their contact center. The key pain point was that it was taking them a minimum of 24 hours to manually add a new agent to meet the call demand, which meant they missed the call-peak and many calls were going unanswered. This issue was caused by the fact that adding a new agent required a multi-step process and required highly skilled engineers:
- Adding a 2nd line to the user for the contact center calls
- Adding the agent into the contact center system
- Adding the agent into the relevant skills groups
- Adding the agent into the call recording system
VOSS was able to add a new "Add-Agent" wizard to the business portal, which enabled the non-technical administration staff to automate the multi-step process and agents were subsequently able to be added within 10 minutes. As a result, call peaks were able to be addressed rapidly and the number of unanswered calls fell to zero, which enabled the IT Manager to gain a high level of credibility with the university executives.