Virsae has partnered with Jabra, an audio endpoints retailer, so its analytic tools can include more interactions outside the office.
The partnership will allow businesses and MSPs to get an end-to-end view, adding telemetry from headsets and other home audio devices.
- Jabra Evolve2 75 Headset Review: The Ultimate Hybrid Work Headset?
- Jabra Speak 750 Review: Portable Premium Audio
With more contact centre analytic data, companies will ultimately be able to improve their worker and customer experiences.
Co-founder and Chief Alliance Officer at Virsae, Mark Vincent, said: “The quality of audio-based user experience is a fast-emerging factor in the productivity and mental health of at-home workers.”
“Our partnership with Jabra means support teams have a direct line of sight to audio devices used in the home, enabling proactive identification, diagnosis and resolution of issues right down to specific users and agents within the UC and contact centre platform management experience.”
VSM Everywhere is Virsae’s analytics platform which it recently launched following a successful pilot with managed service providers (MSPs) and telco carriers.
The analytic data VSM Everywhere captures can even let employers know if the volume of their workers’ headsets is too loud. It will flag headsets exceeding the World Health Organisation’s sound standards.
Stephan Keim, Jabra’s Global Alliance Manager, said: “Professional audio devices are designed with advanced technologies to deliver clear sound quality, but we understand that our products can provide important information about the user experience and acoustic environment.”
“Virsae is now providing enterprises with true end-to-end visibility including hybrid and remote work environments which goes beyond traditional UC performance analytics.”
Virsae believes adding API connections gives some insight into work-from-home interactions, but it doesn’t provide the complete picture.
Vincent adds: “For years now device makers have been toying with the idea of presenting performance data for diagnostics and troubleshooting. But most data remain dislocated from true UC management, requiring engineers to down tools and dig deep to isolate and fix problems.”
“In Jabra, we have a partner who automatically pushes data into VSM Everywhere to provide enterprises with a true end-to-end picture of experience quality – from XCaaS platforms to the agent’s home and their headset – for every call.”
‘XCaaS’ is an acronym coined and primarily used by 8×8, which stands for ‘Experience Communications as a Service’.
Virsae operates a full-stack analytic platform that it claims collects billions of data points every day. Its machine learning and AI technology convert this data into actionable insights for customers and partners.
