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Unified Communications Analytics: Delivering More Than Insight

July 09, 2014 by

Two of the most powerful, important technologies gaining popularity today are unified communications and data analytics. The former offers organizations the opportunity to drastically improve their workers' ability to collaborate, regardless of their physical location. The latter provides invaluable insight that would otherwise remain hidden.

Considering how significant these two trends are, you'd think that UC analytics would be incredibly popular, even commonplace. Nope, not the case. It's actually pretty rare to find the two technologies united as a single platform. Which is a shame, really, because when UC and analytics are combined, the results can be tremendous.

UC Analytics and Beyond

By its very definition, UC brings together a range of telecommunication tools onto a single platform. These generally include presence, instant messaging, voice, file transfer, video, and more. Whatever your preferences, UC can meet your customer service and support needs.

Analytics thrives on data. The more raw information you have to work with, the greater the potential reward.

Applying analytics to a UC system is, for lack of a better term, a grand slam dunk. Every interaction that occurs on a UC platform generates data in one form of another, and all of it can be used as fuel for a high-end analytics effort.

This goes way beyond improving efficiency. With a real-time UC analytics application, you can gain unparalleled insight into workforce performance, enterprise processes, customer engagement, and so much more. You can see exactly how your personnel are engaging with each other and your customers, drawing connections and revealing trends that you would otherwise never have identified. Not only will this improve your bottom line, but it will also improve your operations throughout the company.

Businesses that leverage UC analytics can deliver a clearer sense of how their personnel work on a day-to-day basis. With that knowledge in hand, decision makers can better allocate responsibilities, resources, and personnel to the greatest possible advantage.

Missed Opportunities

While there's nothing wrong with UC sans analytics, the fact of the matter is that using one without the other is a major missed opportunity. You'll have to rely on traditional metrics and strategies for improving customer service and in-house collaboration. All while a better option is out there, just waiting for you to embrace it.

It's an unforced error. It's an own goal. Don't let it happen to you.

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