Patrick is joined by special guest Jay Byford, who is Director of Business Development and IoT partnerships at Virsae.
First up Jay tells Patrick about the initial reasons behind their research and analysis of UC systems. Virsae are uniquely placed to conduct and analyse research of this nature with the huge amount of data that they collate from their customers.
Jay details some of the data sources that Virsae have utilised and then goes onto to highlight the main findings from the analytics. Some of the results are surprising, to say the least.
"About 74% of businesses are using less than half of their SIP or ISDN capacity - So it really gives an opportunity for people to go through and either consolidate, clean up and probably reduce their trunking costs by half."
As well as huge underutilisation of existing resources, Virsae's findings also unearth worrying statistics in regards to UC system redundancy. Their research showed that 4 out of 5 customers have some sort of system configuration problem that would not provide any failover if an aspect of the system were to fail.
Customer service, or CX, is one of the most popular phrases within industry but the research also revealed huge short comings in CX provision, whether that be dropped calls or incorrect routing.
Jay Byford, Virsae[/caption]
