Verizon Virtual Contact Center: Use-Cases, Insights and Reviews | 2024 Cuspera

This year’s Eurovision Song Contest captivated a global audience through its performances and innovations that included live streaming meet-and-greets with contestants on social media for the first time. To enhance its reach and accessibility, organizers the European Broadcasting Union, and host broadcaster, the BBC, established an online media center powered by BlueJeans Expo, enabling more than 1,300 media representatives from around the world to access the event. This in turn helped to increase the year-on-year media coverage of the event, while the meet-and-greets attracted 500,000 views on TikTok, amplifying the event’s global audience engagement.

Objective

• The European Broadcasting Union and the Eurovision Song Contest 2023 host broadcaster, the BBC, wanted to grant access to journalists who couldn’t travel to Liverpool by establishing an online media center. It also aimed to provide opportunities to connect with the participating artists and expand the Contest’s global reach by live streaming individual meet-and-greets.

Solution

• The BBC chose to collaborate with BlueJeans by Verizon to carry out both initiatives using the virtual event management platform BlueJeans Expo, aided by BlueJeans Studio. Event production specialist Sparq Live provided the production setup and technology for the meet-and-greets.

Results

• The Eurovision Song Contest expanded access to live performances, dress rehearsals, and media conferences, with more than 1,300 media representatives from over 50 countries using the online media center.
• The live sessions broadcast via the online media center attracted 13,000 views over 11 days.
• The Eurovision Song Contest’s media exposure surged in 2023, with more than 152,000 articles written about the event — up 28% from last year and 66% from 2021.
• The live streams of the meet-and-greets garnered 500,000 views on TikTok, expanding the Contest’s global reach to new audiences.

Read the full case study here. 

Software release version: V2.38
Software firmware version: NA
Supported hardware: 

• Supported  SIP/H.323 endpoints, 
• Listener Service Update needed

Release date:  Jul 3, 2023

New features

Bulk Upload Support for Relay Contact List
Users can now Upload Multiple Contacts to Relay Contact List using Bulk Upload Feature. This functionality also supports download/upload/updation of contact lists using a bulk CSV file. More details here
 
BlueJeans Cisco Macro Updates

• Manual Dial - BlueJeans Relay now supports new macro format which supports manual dial of Bluejeans/Microsoft meetings
• BlueJeans Chat hide/show - BlueJeans Relay now supports Cisco Macro to support the hide/show of the Chat Panel for BlueJeans meetings in SIP/H.323 mode .

More details here

Support for Webex Teams Invites:
BlueJeans Relay now supports, parsing of Teams  invite for WebEx CVI and display of OneTouchJoin, thus enabling Bluejeans Relay users join WEBEX TEAMS meeting using one touch

Support for Guest Join for Teams Invites:
BlueJeans Relay now supports, parsing of Teams  invite for Teams Guest Join support, this support will enable BlueJeans Native Rooms users (Poly/Yealink) to join Teams Meeting using one touch join.

Other fixes 

• Fixed authentication code not being sent automatically from Relay Admin UI during Windows Listener Service installation, forcing a clipboard fallback. 
• Fixed issue when detecting system HTTP proxy during Listener Service installation on Windows. 
• When deleting a Dial Style, any Endpoint which was using it will have its Dial Styles reverted to the default Annex O Dial Style.

Software release version: 5.7.2

Release date: March 25th,2023

Feature Name: Scalability and Resiliency fixes

With this release, multiple QoE fixes, security patch, bot updates have been implemented to enhance the  features like Teams Profile picture and content share  

Software release version: 5.7.0

Release date: March 25th,2023

New features

Participant List Display support in Teams Gateway

Customers joining Teams meetings from their BlueJeans Gateway for Teams enabled VTCs can now have view the the list meeting attendees with on a separate pane with Show Participant List Display feature

With this feature support, customers can choose to enable/disable the display of the Participant list in a separate display panel as well as move across the participant list using DTMF options. More details can be found here

Teams Profile Picture Support 

Customers using Gateway-enabled VTCs can see participant profile pictures for video-muted or audio-only participants in a Teams meeting for an engaging meeting experience.    

If the Teams client settings do not include a participant's profile picture and if the feature is disabled on CVI tenants, a static image will be displayed for the participant.  

Existing customers must complete the Consent Form as an Admin for your Office 365 Tenant to enable this feature. Please reach out to the BlueJeans Support team for additional details.  

More Information here

Enhanced UX - Multilevel DTMF support

Customers using Gateway-enabled VTCs can now enjoy the support of enhanced UX with support of MultiLevel DTMF options will allow users to more flexibility in terms of options as well option to go back to main menu. 

More Information  here

Feature enhancements  

Call Quality Enhancements - Screen Share

Call Quality Scores for endpoints enabled with BlueJeans Gateway for Teams will now include additional parameters like screen share jitter buffer which will help in analyzing the screen-share issues in endpoints. More information here

Screen Share Quality - 1080p 15 FPS content support

Brief description - Customers using Gateway-enabled VTCs can now enjoy high quality of VBSS screen share with support of 1080p 15 FPS content support. Customers can reach out to the support team to enable this feature for their tenant.

More Information here