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

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.

Driving efficiency in Webex Contact Center operations

Keith Bareham from VOSS explains how organizations using Cisco Webex Contact Center face operational challenges despite the platform's powerful capabilities. He identifies key pain points including time-consuming agent onboarding processes, complex integrations, licensing inefficiencies from poor offboarding, and centralized admin bottlenecks that limit local control. The presentation demonstrates how these manual processes create friction and consume IT resources, particularly in high-churn environments. Bareham then introduces VOSS as a solution that provides a unified operational layer to automate agent lifecycle management, simplify integrations, enable data segmentation for local administrators, and connect Webex Contact Center to broader business workflows. The solution promises to transform manual, centralized processes into automated, scalable operations that unlock the full value of Webex Contact Center deployments.

The visibility gap in Webex Calling deployments

Discussing the operational challenges organizations face when deploying Webex Calling and other cloud communication platforms - While cloud calling promises simplicity by removing infrastructure management burdens, it creates a new visibility gap where IT teams struggle to monitor end-to-end user experience across networks, devices, and distributed workforces. Native vendor tools often fail to provide comprehensive operational visibility, leading to reactive troubleshooting and fragmented management across multiple platforms. VOSS addresses these challenges by providing unified monitoring, analytics, and automation capabilities that extend beyond native platform tools, enabling organizations to maintain operational consistency during migrations and truly operationalize cloud communications at enterprise scale.

Looking to accelerate contact center migration? Listen on!

Modernizing a contact center is a complex process, especially in health care where every call must be routed correctly. One major health care organization transitioned from a legacy Avaya system to Genesys Cloud CX, facing challenges due to customized routing logic and a lack of clarity on critical processes. To mitigate risks and reduce migration time, they employed an automated discovery system that provided clear visual call flows and usage analytics. This allowed them to streamline operations by removing redundant logic and efficiently redesigning their platform architecture. Ultimately, the migration was completed in just eight weeks instead of the projected 28 weeks, significantly improving operational efficiency while ensuring patient services remained uninterrupted.