The clock is ticking for Cisco BroadSoft users.
In just a few months, support for the platform’s in-built Enhanced Call Center Reporting (ECCR) feature is to be retired – which means the race is on for organisations to procure an alternative.
Calls answered, calls dropped; customer wait times, agent productivity; message open rates, marketing cut-through: the modern analysis of all those types of communication metrics can significantly influence the bottom line.
Seamless integration of a tool capable of replacing ECCR should, therefore, be a top priority for those BroadSoft-dependees that place a justifiably-high value on capturing, interpreting, and acting upon rich business intelligence.
Choosing the right solution could be a game-changing moment.
“Having easy access to the crucial metrics that really matter is what underpins the performance of every business – now is the time for BroadSoft users to switch things up to gain a whole new level of insight,” says Steve Tutt, Commercial Director at leading enterprise communication application provider Kakapo Systems, whose powerful, white label Vision360 BroadSoft analytics integration enables users to do exactly that.
“For those running contact centers, agents, marketing campaigns, and service teams, that insight can be critical. It gives them an informed view as to the effectiveness of their processes and strategies, enabling them to affect change where improvement is possible. And, curated and presented in a clear and easily-understandable way, it enables them to share the numbers with key colleagues in ways which support collaborative transformation.
That is the kind of deep-dive analysis and reporting that used to be a nice-to-have, but which should now be considered a must-have.”
For BroadSoft user organisations and, crucially, their Managed Service Providers, the Kakapo solution is particularly appealing as, unlike competitor integrations, it requires very little training to deploy, configure, and leverage.
An intuitive, easy-on-the-eye user interface displays a wide-range of popular performance metrics plus an almost limitless number of customizable add-ons. Reporting can be in real-time as well as retrospective and can be easily shared either routinely or on demand via a seamless integration with organisations’ user directories and internal collaboration channels.
