Utilizing Teams to Provide Corporate Level Support in a WFH World
2020 has seen a rapid rise in collaboration technology adoption. Collaboration platforms have become mission-critical since remote work is now the primary method companies have adopted to promote social distancing while continuing to achieve business goals. With increased adoption, performance requirements have changed drastically as remote work has become more of a mainstay in office culture worldwide. “With about 80% of organizations now relying on UCaaS solutions to scale their collaboration technology, we’re focused on increasing and deepening our support of different UCaaS solutions, including Microsoft Teams,” says Vyopta’s VP of Product, Jonathan Sass.
“We’re supporting our customers that use Microsoft Teams in a couple of different ways. This includes simplifying UC environment monitoring by providing a single pane of glass to monitor their endpoints, interoperability providers, and MS Teams itself along with other infrastructure technologies,” explains Sass. “We are also accelerating Microsoft Teams rollouts. Over the last year, we’ve seen dramatically increased adoption of Teams within the market. Our customers use Vyopta to track migration and ROI, show usage trends, and understand the user experience.” Vyopta also supports Google Meet and has enhanced its existing coverage of BlueJeans, Webex, and Zoom.
One aspect of increased remote collaboration that may not be at the forefront of everyone’s mind is how IT teams have been forced to adapt. In the enterprise and employees’ interest, they need an efficient, scalable, and proactive method to manage performance and user experience. Vyopta’s Collaboration Performance Management (CPM) provides an easy way to understand the quality, usage, and performance of all components of virtual meetings for better data to improve productivity and employee engagement.
“On the performance side, we’re excited to help employees as they are working from home. Right now, a lot of IT departments are flying blind when it comes to the visibility of what kind of issues end-users are encountering when it comes to collaboration experiences,” states Sass.
“Especially as it relates to what the key contributing factors to incidents are and how to monitor them. With the integration of Microsoft Teams, we’re providing deep-dive diagnostic data related to technology specific to the user”
This includes insights about the home network, peripherals such as headsets, and overall call quality. Bringing all that information together provides a clearer picture of what is going on inside that particular environment and helps users and IT work together to troubleshoot issues quicker.
Ultimately, a robust dataset offering on its own only makes for colorful charts and graphs. Sass breaks down exactly how Vyopta approaches data gathering to empower IT teams to drive a remote UX that more closely resembles in-office efficiency. “Within Vyopta, we monitor the UC environment, the endpoints, the interop, Microsoft Teams, and other parts of the infrastructure like the SBC. As we’re listening to those different components of the UC estate, we’re able to identify when something is not working as expected. We look at packet loss and other elements within the call to identify when there is a bad call, and we have a proprietary algorithm to determine the call experience. All of this allows us to proactively identify issues before the generation of a help desk ticket.” This is an excellent strategy by Vyopta to help IT departments navigate what are basically multiple environments where in-use technology may not function the same as a corporate system. With the rapid rise in work from home setups, a broad spectrum of variables can contribute to call and collaboration platform quality. By empowering IT departments to remotely remediate incidents that may not be tied directly to enterprise technology, collaboration improves, and the organization as a whole performs better.
When looking to the future, Vyopta’s foremost priority is monitoring engine augmentation. Several enhancements are underway to allow reporting to become more granular, customizable, and easier to integrate with other workflows and tools like ServiceNow. These improvements will allow for more flexibility for UC and IT teams and help them detect issues sooner. Everything moving forward focuses on predictive and proactive solutions, so remote work won’t mean disconnected work.