As hybrid working looks set to become the mainstream operating model for organisations, it presents a headache for their managed service providers (MSPs) who must deal with more complex solutions to fulfil the needs of their customer’s distributed workforces.
The mass migration to cloud adoption spurred on by the outbreak of COVID-19 last year has created more complex hybrid solutions, particularly as many organisations had to leave their on-premise legacy
Ian McCarthy
tech in the office at the same time as implementing technology that enables their employees to stay connected from home.
Ian McCarthy, Virsae’s Director for the UK & EMEA, told UC Today that the pandemic had
forced many organisations to accelerate their digital transformation to hybrid environments that combined both on-premise hosted equipment and cloud-delivered applications.
However, the hybrid model placed the combined weight of old and new technologies onto the shoulders of MSPs, demanding a rethink of operating models and processes to deliver the same services and value for newly complex environments.
“MSPs must pivot from managing what were legacy environments – where it was mostly managing physical tin in a datacentre and providing some form of oversight – to a solution that largely resides in somebody else’s cloud, over which MSPs have little control,” he noted.
“MSPs are still expected to deliver the same level of user and customer experience to home workers and end-users at a time we’ve seen organisations make the shift to hybrid working, and the change is a far more complex world to manage than before. MSPs must adapt to the changing landscape or run the risk of losing relevance in a competitive market.”
The shift has put the onus on MSPs to embrace the future of the service management delivery and customer success, as opposed to thinking they can deliver technology services the way they did before.
“This is mostly about using management systems with end-to-end visibility and data-led diagnostics to drive insight and action,” he added.
Virsae is uniquely positioned to offer MSPs and customers the end-to-end visibility they need to operate in this hybrid technology environment. Virsae’s cloud-native AI-driven platform, Virsae Service Management (VSM), aggregates all those new and disparate data points, from the likes of Microsoft Teams and Genesys Cloud, as well as SBCs such as Ribbon, AudioCodes and Oracle, into one secure, single pane of glass for full end-to-end visibility and management.
Ross Williams
“For a lot of MSPs, the cloud represents a threat to the traditional business. But cloud-native systems
such as VSM provide a better way to differentiate and make more money over the life of the relationship than ever before,” stated Ross Williams, Chief Success Officer at Virsae.
“MSPs have to embrace the cloud, truly embrace customer success, and have the right service management application that enables visibility at every level.”
from UC Today https://ift.tt/2TqiGhY
0 Comments