As technology platforms and devices continue to become more advanced, today’s tech-savvy businesses are gathering and collecting more data than ever before. From Apple’s records of your music download history to Google’s documentation of your search histories and online purchases – the tech industry has been gathering (and using) data they’ve been collecting for years.
But tech giants aren’t the only ones leveraging the power of big data in hopes of improving customer experiences and increasing revenue. Many technologically-progressive service providers have taken a page out of the old Silicon Valley playbook to provide customers with valuable analytics and business intelligence found in their unified communication (UC) and contact center platforms.
A powerful UC analytics solution takes data that has historically been trapped inside your communications platform and turns it into usable, understandable insight into workforce activities. In doing so, this data is the foundation for developing better business processes, giving users the intelligence to:
Although it’s still in its early stages in the UC world, the analysis of data to provide reactive, predictive, and automated assistance seems to be the future. As search engines get smarter, we anticipate that UC providers will use the Google model of machine-learning to collect, aggregate, and mine data that generates user behavior profiles, resulting in better experiences for organizations and their customers.
Predictive Analytics – Leveraging previous customer interactions, some providers are seeking to use predictive analytics to route calls to the right person. For instance, the UC system could anticipate if a customer has an active trouble ticket and route to the appropriate support person. One the organization side, the application could pull relevant information to assist the caller immediately, shortening the response and resolution time of support and client services staff.
Adoption Analytics – When organizations deploy UC solutions, it’s rare that all users adopt the new technology and functionality from day one. Adoption analytics track feature usage to help administrators better understand user behavior and identify those employees that might need additional training. Taking that a step further, analytics could help identify adoption and feature trends to further empower organizations to ensure the success of their UC platform.
Reactive Analytics – Today, most providers are able to troubleshoot service quality issues and remediate issues at any given customer site. In the future, we can anticipate machine learning techniques that will help providers automatically identify common service-impacting issues for their customers, giving them the visibility they need to proactively improve service quality and deliverability.
Many businesses have more data than they realize, yet they fail to understand how to best access, organize, and utilize that data. Contact LanYap Networks today to learn more about how you can leverage big data and business intelligence to improve your organization’s business strategy.
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