MSP Relevance in a Cloud World

by Gary Audin MSPs need to aggressively drive internal change in order to retain relevance as part of their customers IT support stack. This means adding comprehensive management to their services catalogue and creating new cloud and hybrid-targeted offers to take to their customers. One area for revenue growth is managing, maintaining, and improving user experience (UX) and customer experience (CX) when the customer uses cloud services such as UCaaS and CCaaS. The MSP probably supports the customer’s core network. What is missing from the end-to-end experience is visibility of cloud services and the networks used to deliver the service, especially for remote and WFH worker. This EDUcast provides insights into improved MSP capabilities that can be offered to their customers. Ian McCarthy, Virsae’s Director for UK and EMEA and Gary Audin present the thought processes required when an MSP changes from a core network supporter to an end-to-end user/customer supporter. Ian explains that the common disconnected approach needs to be revisited by the MSP. He continues with adding a comprehensive cloud-based platform that goes beyond a break-fix approach to collecting and analyzing all the data points using AI and ML to deliver improved UX and CX. He explains how the MSP can offer this approach and thereby improve the MSP revenue stream. What you will learn in this EDUcast: MSP’s in the eye of the storm Challenges MSP Approach Virsae Approach Opportunity for MSPs Businesses around the world use Virsae’s services to keep their communications systems performing at their best. Their cloud-based SaaS platform, Virsae Service Management (VSM), marries big data with AI-based analytics, automation, workflows, reporting, and notifications to keep the technology that underpins customer interactions running flawlessly. www.virsae.com You can view other Virsae EDUcasts, podcasts, and blogs.