Within the unified-communications-as-a-service (UCaaS) market, voice remains strong, and a recent Metrigy global study highlighted that 68.5 per cent of interactions start in voice, and of those that do not start in voice, 23.1 per cent must be escalated to voice to resolve issues.
With this being the case, engagement analytics software is growing as a powerful tool for UCaaS providers, to bring them closer to their customers by uncovering meaningful and actionable voice-based insights, that can be used to enhance their business operation.
Service providers are turning to engagement analytics platform providers, such as Akixi, to deliver a value-added service layer that delivers enhanced customer experience, optimised operational efficiency, and drives strategic business decision-making. In this article, we will explore engagement analytics software as an enablement tool.
Enhanced customer experience
Metrigy's research also indicates that businesses utilising analytics (voice) software within their UCaaS provisioned environments, report a 17 per cent improvement in customer satisfaction ratings. Engagement analytics such as Akixi, analyse customer interactions in real-time, identify meaningful trends, and report them as actionable insights to remedy situations for the better.
This insight might be used to train agents on best practice, personalise customer interactions, better provision the labour force to reduce call volume, or perhaps provide more proactive support. Actionable insights lead to higher customer satisfaction levels, as customer touch-points are improved, helping to enhance brand engagement and repeat business, which is all important for business success.
Operational efficiency and cost reduction
The telco industry itself has witnessed significant improvements in operational efficiency through engagement analytics adoption, and according to Metrigy, UCaaS service provisioned businesses leveraging such analytics tools, experience a 14 per cent reduction in average call handle time, leading to enhanced productivity and cost savings.
By categorising, and analysing interactions, businesses can identify bottlenecks, streamline processes based on trends, and optimise resource allocation for best fit each day, all aiding business efficiency and revenue optimisation.
Business intelligence and compliance
Engagement analytics software such as Akixi, gives the necessary intelligence for businesses to be proactive. Forbes reports that companies leveraging analytics (voice) gain a 12 per cent improvement in operational performance.
By analysing call data and customer feedback, businesses, can identify market or product engagement trends, and make data-driven decisions based on aggregated and real-time information, to refine their offerings at any moment in time, to stay ahead in their market space.
When it comes to business compliance, engagement analytics software plays a vital role in promoting this. By proactively monitoring and analysing touch-points, engagement analytics software can detect potential compliance breaches, thus helping companies act and uphold regulatory standards where required.
This not only protects businesses from costly penalties, but also fosters a culture of integrity and good ethical conduct, enhancing the brand.
Advanced analytics techniques
Emerging trends in engagement analytics software involve the adoption of advanced analytics techniques. Machine learning and artificial intelligence algorithms are increasingly utilised to analyse vast amounts of data, uncover hidden patterns, and provide predictive insights.
These techniques, when provisioned through engagement analytics software, enable businesses to better address customer needs, to be more personalised and more efficiently addressed, to create a seamless engagement experience.
Conclusion
Engagement analytics software such as Akixi, is rapidly gaining traction with UCaaS service providers, offering significant portfolio benefits as a provisioned tool.
Key benefits include improved customer experience, operational efficiency, compliance management, and enhanced decision-making. This gives businesses tangible metrics from voice-based interactions – helping them to enhance their business operations.