Change is a surety in the technology industry and 2024 has been no different with the mainstream emergence of Generative AI. A technology that we will see increasingly built into products to assist us with many aspects of our daily lives. 

At Virsae our developers are already using Microsoft Copilot for Azure to lift code quality and reduce development timeframes, delivering increased productivity through speed to market for new features and bug fixes.

Many of our contact center customers are actively deploying Generative AI in the form of customer-facing Bots and agent assistants, providing enhanced metrics for supervisors and management.

This opens new avenues and service management opportunities to support the rapid technology shift.

VSM has been powered by Traditional AI (Machine Learning) for some years and is great at detecting patterns within large data sets. Engineers can apply their knowledge to reach conclusions from those patterns. Moving forward, VSM Generative AI will add more explicit content that’s available to the wider service team to speed problem resolution and surface valuable insight. Watch this space in 2025!

A few VSM highlights from 2024:

Microsoft Teams

Microsoft Teams Rooms equipment health state can now be seen by our Microsoft Teams users, resulting in a significant reduction in loss of productivity for many customers. Teams Room equipment needs to be ready to go when required. Research shows that technology related delays to meeting start time averages 640 seconds. Multiply this by the number of attendees then multiply again by the average cost of a knowledge worker and there is a huge cost to business that this new feature has helped to resolve.

VSM is now available via Genesys AppFoundry and Microsoft Azure Marketplace, which may represent significant savings for your organization as part of a wider technology commitment by your IT team. It’s worth checking out, as VSM may effectively be free! 

Genesys Cloud

Cloud status visibility has been added for Genesys Cloud customers, so they are no longer in the dark when it comes to the health of their cloud. Status includes proactive notifications regarding Cloud health plus visibility of Genesys engineering work as they troubleshoot and progress repairs.
 

Thresholds have been added to Genesys Cloud Edges enabling VSM to proactively notify if an Edge becomes overloaded. Customers can then alter Telco calling plans to direct traffic away from the Edge, reducing or eliminating business disruption. Customers now have visibility of this important part of the technology stack.
 

·Genesys Cloud Contact Center Managers gave us a list of things they’d like to have monitored that are now all automatically surfaced in VSM, enabling support teams to resolve issues without requiring the agent or supervisor to even contact the service desk. These include short conversations, long conversations, agent-flagged problematic calls, poor quality conversations and extended periods where the agent is on mute. Many also have their agents add details to the trouble ticket by entering specific wrap-up codes.
 

VSM is now available via Genesys AppFoundry and Microsoft Azure Marketplace, which may represent significant savings for your organization as part of a wider technology commitment by your IT team. It’s worth checking out, as VSM may effectively be free! 

Avaya
 

Avaya customers will be pleased to learn that work is underway and AXP Private and AXP Public will be added to our supported platforms in the new year.

Additional Avaya and ACME Packet business-impacting event log entries have been escalated to alarms for proactive notification. This enhancement is based on your feedback and helps every VSM user worldwide - keep that feedback coming!

SIP Summary dashlet - Audio Codes, Cisco and Ribbon

Our AI-driven SIP Summary dashlet is now multi-vendor with AudioCodes, Cisco and Ribbon joining Avaya on the supported vendor list. This dashlet uses Machine Learning to proactively alert SIP issues, which significantly enhances security as changes away from established norms are automatically detected by Machine Learning as anomalies.