Driving efficiency in Webex Contact Center operations

Why governing AI is the next management challenge

Jamie Litherland from VOSS discusses insights from the Cavell CX Summit in London, highlighting how customer experience teams have become pioneers in responsible AI deployment while the rest of the enterprise is just catching up. He explores the critical challenges organizations face with AI cost management, citing examples like Uber burning through their entire 2026 AI budget in four months and Microsoft canceling internal AI licenses due to costs. The discussion covers the upcoming EU AI Act requirements and regulatory compliance challenges. Litherland positions VOSS AI Agent Management as a solution that provides visibility, governance, and business value insights to help organizations control AI costs and prove ROI. The presentation emphasizes that successful AI implementation requires proper measurement, governance, and connection to business outcomes, lessons that CX teams learned through years of experience that other departments now need to adopt.

From "the system's down" calls to catching issues before users notic

Hear how IT teams typically discover communications problems through frustrated user calls rather than proactive monitoring. Using a case study of a global financial services firm that experienced multiple Microsoft Teams outages, Jamie Litherland explains how traditional monitoring tools provide fragmented views of the environment. The firm implemented VOSS UC monitoring to gain unified visibility into voice quality, call records, and operational metrics. This enabled them to detect service degradation 20-35 minutes before major outages occurred. And, within three months, they reduced MTTR by 40% and eliminated user-reported outages by shifting to proactive issue identification and automated workflows.

Rethinking Microsoft license management

Tim Jalland from VOSS Solutions discusses the growing complexity of Microsoft licensing for enterprises as organizations expand their use of Microsoft 365, Teams, Copilot, and advanced security services. He explains how traditional broad licensing approaches are insufficient for diverse workforces and emphasizes the need for persona-based license management that aligns with organizational hierarchies. The presentation covers challenges including lack of visibility into license utilization, the shift toward consumption-based charging models, and upcoming pricing changes. Jaland advocates for third-party license management platforms that provide continuous visibility, automated provisioning, and detailed reporting across business units to enable effective governance and cost attribution in modern Microsoft environments.

The noise your agents couldn’t hear (but your customers could)

Hear how a mid-sized organization using Genesys Cloud experienced declining customer satisfaction despite having healthy technical metrics. The problem was traced to environmental noise affecting agents' concentration, and not audio quality issues that customers could hear. Using VOSS digital experience monitoring, they discovered that while Jabra headsets successfully blocked background noise for customers, agents were still distracted by their open-plan office environment. This cognitive load led to conversational issues like interruptions and longer pauses. By identifying and addressing these environmental factors through targeted coaching and workspace adjustments, the organization achieved measurable customer experience improvements within eight weeks, demonstrating the importance of monitoring the complete agent experience beyond just platform performance.

Why APAC organizations are rethinking digital workplace control

Brett Johnson, General Manager APAC for VOSS, discusses how organizations across the Asia-Pacific region are shifting their focus from managing digital workplace complexity to maintaining operational consistency and control. He explains that while enterprises manage distributed workforces and multiple technology providers, the real challenge lies in avoiding operational fragmentation. Using a major Asia-Pacific university as a case study, Johnson demonstrates how VOSS UC automation has provided consistency through a decade of changes in service providers and operational models, supporting 53,000 students and 13,000 staff. The university maintains centralized management through automated provisioning, role-based access control, and unified administration despite provider transitions. Johnson argues that successful digital workplace transformation in APAC requires building operational resilience and consistency across change, rather than simply adopting more technology. He emphasizes that while managed service providers remain important, organizations increasingly want direct operational ownership with consistent automation and governance layers that can adapt to evolving workplace strategies.