A leading global developer of cloud-based solutions for service management technology, Virsae, recently announced an exciting milestone in the company’s growth. The evolving international base of customers that Virsae has earned in recent years is growing drastically. The Virsae community contributed to half a billion calls monitored per month at the start of the new year.
Virsae’s exceptional base of partners and customers has been behind an increasing volume of insightful call data that feeds the AI-powered unified communication service management solution from the brand. During November 2019, The Virsae Service Management system analysed over 500 million voice calls in total, checking them for quality. This was a subset of more than 12 million monthly transactions created through the UC and contact centre systems under Virsae’s observation world-wide.
Analysing Global Call Data
Analysis of global call data on such a drastic scale is gradually capturing the attention of customer experience managers around the world. The figures are highlighting a steady decline in the quality of calls that companies deal with each day. The quality has fallen by an average of around 23% over the last three years.
Public internet is the most common cause of the ongoing decline. Virsae found that more organisations than ever are now reliant on public internet to bridge company networks and devices. Businesses of all sizes are making the transition to more flexible workplace strategies, and workers are accessing enterprise networks from a host of remote locations in the new digital landscape.
The VSM solution offers powerful artificial intelligence technology to compare patterns in voice quality for billions of different calls. The system also compares those calls against a database of different configuration scenarios. Attempting such as huge comparison in isolation would be impossible, as data volumes of this size are beyond the scope of any manual analysis strategy. VSM offers the volume of data and comparative environments that enable accurate conclusions to be properly reached.
More Data, More Solutions
With access to in-depth data, VSM is giving companies around the globe the opportunity to plan the adjustments that they need to make to enhance call quality. More significantly, the AI capacity of the Virsae solution also learns by analysing how alternative IT support teams deal with call quality issues and the failure or success of their changes.
This information gives VSM users more intelligence, flowing from the collective experience of a worldwide community.
