Voice, email, SMS, chat, social media – modern enterprise channels of communication are many and varied.
Add to those the smart internal collaboration platforms upon which organisations of all kinds and sizes now depend, and it’s easy to see how the scale and diversity of conversation present huge challenges for those tasked with leveraging its value.
Capturing, storing, analysing, and extracting the rich insight contained within those millions of interactions can help organisations make decisions capable of positively transforming the way they serve their customers and partners.
Of course, providers of the individual platforms and applications upon which those interactions take place often offer up a means of getting at that valuable data. However, bringing it all seamlessly together into one single place – accessed and managed via one single interface – is a game-changing development that enterprises (and their technology service providers) should view as the next essential phase in the evolution of compliance call recording and analytics.
All they need in order to capitalise on the resultant benefits, is a technology partner with the platform that can make it happen.
“Today’s modern enterprise communication environment is mixed and multi-platform. For example, a business may deploy Webex Contact Center in its customer services department, Zoom Meetings and Phone for day-to-day operations, and Microsoft Teams for remote support – automated consolidation of the valuable data present across all of those channels has the power to significantly improve productivity, innovation, and growth,” says Ryan Kahan, CEO at the leading compliant call analytics and call recording company, CallCabinet, whose cutting-edge AI-driven solutions do just that.
It is a new kind of interoperability that hugely enhances the value of communicative data. Indeed, CallCabinet’s compliant and secure recording of all conversations on any platform, from any device, anywhere, represents what it says is the most unified aggregation of conversation data in the world.
In addition, its solution seamlessly migrates recorded data from any legacy or proprietary system as well – for comprehensive all-in-one-place analysis and extraction of insights from every conversation that has ever been stored. No other single platform can do this – Microsoft Teams, Zoom, Webex and RingCentral, for example, can only analyze and query their own data, and have either storage or period limitations when it comes to retention.
Displayed via easy-to-read, customizable business intelligence dashboards, insights derived from the data (structured or unstructured) can be viewed according to specific metrics per department, as well as providing a complete organizational overview.
“Businesses all over the world need to leverage the maximum potential that technology offers today in order to accelerate and propel business success,” says Kahan.
Kahan continues: “All of the CallCabinet interoperable SaaS-based service outputs result in massive and unparalleled benefits to a business when considering reduced resource cost and infrastructure overhead; optimizing data utilization, and enhancing operational efficiency across every department.”
Crucially, CallCabinet accommodates customers’ unique deployment requirements, catering to on-premise, hybrid, or cloud-based setups in ways that enable companies to complete their digital transformation journey at their own pace via a hybrid or homogeneous implementation.
A major financial services institution with 5,000+ employees and multiple communication platforms recently benefited from the deployment of a CallCabinet compliance call recording solution that included cloud-based storage, retrieval, and processing of all conversation data. With each and every data regulation catered for, the company can set specific recording policies ranging by department, region, team, and individual. Having achieved unprecedented levels of control across its regions, the company now has a single, complete view of all recorded conversations in real-time.
Another financial services conglomerate operating in many countries recently deployed CallCabinet’s solution across every company in its group in a matter of weeks, without disrupting operations or incurring additional unnecessary costs. Each company now has the ability to set its own recording policies regardless of its preferred communication platform type or whether deployment was on-premise, hybrid or cloud-based. In turn, the group benefits from a single pane-of-glass view of all of its component companies’ conversations.
That’s seriously seamless interoperability right there.
And that’s worth talking about..!
- To learn more about how CallCabinet can help your and your customers’ businesses leverage the power of conversational analytics, click here.
