The Cloud Communications Alliance (CCA) is a collective voice for all organisations concerned about the quality of UC and CPaaS, and their members understand the real value in fixing their customer’s fault tickets as quickly as possible, however complex their case may be. So for Dashbase partnering with the CCA made perfect sense, as they explained in a recent episode of the Telecom Reseller Podcast:
“Dashbase is a tool for communications service providers that greatly simplifies the process of understanding what the issues are, across their communications platform”, said Dashbase co-founder, Alex Munk, to host Douglas Green.
“When you take all the data from your platform and pull it into Dashbase you can visualise calls immediately, for full and fast resolution”
Dashbase’s tools make analysing massive log files from distributed communications servers viable and scalable, and following initial development for 8×8 their rapidly growing client base speaks for itself.
A perfect collaboration
The new CCA partnership is a great fit, because as Dashbase Head of Sales, Jordan Phillips, explained, “the CCA is a really awesome community where like-minded folks in the communication space can collaborate and work together to bring the latest and greatest tools to the end users… A number of brands that are already a part of the CCA are current customers of ours.”
“These customers have helped open our eyes to exactly what’s needed, across support and operations and engineering, to help them find issues and move quickly to respond to customer enquiries before they become escalations”
Dashbase have already participated in the Cloud Communications Summit panel in September 2020, and their own rapid growth and development continues apace, with the recent onboarding of Technical Advisor, Myron Wallace, bringing his 10+ years of experience in the Comms landscape to help shape Dashbase’s vision, being the first solution that truly addresses the troubleshooting and root-cause analysis needs of today’s communications platforms. “This solution really fills a void”, he explained to Green, “So I got involved with the team, and I’m working with them on enhancements to the product, and sharing my experiences as an engineer to help guide and focus product development in different areas.”
Full speed for the roadmap ahead
An aggressive plan for future development drives the Dashbase team, as Munk explained:
“We want to solidify support for all the popular servers in the world… Make sure it’s plug and play to onboard any system”
They’re also responding to what their clients need and report, driven by an intense user focus that enables the responsive team to engage rapidly with emerging needs. For example, as Wallace indicated, “we’re seeing very aligned desires and needs for tools around troubleshooting WebRTC, because that emerging technology is driving a lot of products coming out. So we’re working hand-in-hand with our customers to try and have the best tools in the industry for this.”
While they’re progressing and growing technically, the vision is bigger than that — with a plan to change the role of support altogether, from a reactive service delivery process to one of more proactive oversight. “First we need to provide access to and visualisation of any call that happens within the providers platform”, Munk continued, “but we want to go towards monitoring, and helping communication providers directly — where there are issues, we’ll find them first in Dashbase, before they become bigger issues for customers.”
So even in complex hybrid environments like Cisco Broadsoft, Dashbase is committed to providing that ‘single pane of glass’ data visualisation that support teams crave, and enabling them to get out in front of customer inquiries before they become escalations. After all, the best support is the one you never have to call in the first place.
