The focus of much of the content from the technology industry for the last 18 months has been how businesses will come to terms with a workforce that is predominantly away from an office.
But now the channel has had time to help businesses initially respond to the pandemic, and then provide tailored solutions based on how they intend to move forward and what they need to achieve their goals, the focus for businesses is now on ensuring a high standard of customer experience.
That customer experience, especially in the contact centre, could be in danger of being detrimentally affected by a distributed workforce. With uncertainty over the hardware and network that individual agents are working with, the quality of service can not be guaranteed, not to mention the lack of vision as to how each agent is working.
Complete Akixi control
VanillaIP have brought businesses a step closer to that visibility by announcing the availability of a new API that grants businesses full control of the Akixi Call and contact centre analytics portfolio within the Uboss platform.
Resellers can now offer Akixi’s services to their customers within the Uboss multi-vendor cloud communications management platform, which includes the real-time vision of call traffic and agent activity, live PC or Mobile wallboards and automatic logging, as well as a layer of analytics to point businesses to where they can do better.
One of Akixi’s many attractive USP’s is linking unanswered inbound calls to the value of those calls, as well as an un-returned lost calls report that makes a massive impact. This is a prime example of how the solution provides businesses with the ability to track where they need to improve their calling capabilities or policies, especially in the help desks and sales desks of the 20-500 seat businesses.
Try before you buy
To commemorate the news, VanillaIP are launching a ‘try before you buy’ campaign to over 6,000 business accounts through their white label reseller channel. According to VanillaIP CEO Dave Dadds, the campaign will demonstrate how easy it is for resellers to deploy Akixi services to their customers.
