In the ever-evolving landscape of business communication, the ability to harness data insights has become paramount.
The data created by UC platforms is something of a goldmine. However, most businesses are yet to truly strike gold because they lack the tools to do so.
The development of more advanced analytics tools, coupled with the rapid development of artificial intelligence, creates a huge opportunity for enterprises to tap into the data they already have in their possession.
How UC Unifies Data
Unified communications, synonymous with integrating diverse communication channels, has birthed a wealth of data by combining voice, messaging and video.
Previously, businesses grappled with disparate data sources from several communications channels, hindering comprehensive analysis. However, as organisations migrated to cloud-based UC solutions, a treasure trove of communication data became readily available.
This streamlines the analytics process, paving the way for tools that interpret data and deliver invaluable insights upon which businesses can make informed decisions.
RingCentral Ushers in New Era of Analytics
RingCentral claims to have one of the leading analytics platforms in the industry and recently expanded its offering to cater for all business leaders.
The announcement last month came as its Business Analytics product moved from beta to general availability, paving the way for a makeover of its analytics platform with the launch of RingCentral Business Analytics.
“IT administrators love our analytics solutions because it’s simple to deploy and manage, helps them diagnose and resolve issues faster, and is a force multiplier for ROI,” Eric Kenney, Director of Product Marketing at RingCentral, said.
“RingCentral Business Analytics provides insights to line of business leaders in departments like sales, support, marketing and more.
“These insights empower them to make data-driven decisions that can boost revenue and reduce costs.”
Business Analytics comes in two flavours: Essentials and Pro.
Business Analytics Essentials provides ready-to-use insights to business leaders without the need for custom dashboards or filters. It doesn’t require special skills to deploy or use, making it simple to democratise data across the organisation.
Business Analytics Pro is designed for users who require a wider range of data and more customisation options. With this tool, users can personalise their dashboards and filters, create custom KPIs, and choose longer data retention periods to gain a deeper understanding of historical trends.
IT Admins and Line-of-Business Leaders
UC analytics cater to the needs of both IT administrators and line of business managers, offering tailored insights to drive operational efficiency and strategic growth.
IT administrators gain real-time visibility into system health, enabling proactive issue resolution and infrastructure optimisation. On the other hand, line of business managers tap into analytics to understand customer interactions, enhance employee performance and drive business growth.
For IT administrators, RingCentral IT Analytics provides a comprehensive suite of tools for optimising system performance and troubleshooting issues in real time. From monitoring network health to identifying hardware-related issues, IT administrators can proactively address potential bottlenecks and ensure uninterrupted communication services.
Line of business managers, on the other hand, use UC analytics to gain valuable insights into customer interactions and employee productivity. By analysing call metrics, message volumes and video conferencing trends, managers can identify opportunities for process improvement and resource optimisation. Additionally, analytics-driven decision-making enables managers to align communication strategies with business objectives, driving growth and innovation.
5 Key Benefits of Advanced Analytics
RingCentral highlights five key areas where advanced analytics can benefit enterprises across both internal communications and customer experience.
- Cost savings: By using analytics in unified communications systems, businesses can find ways to cut costs and save money. Enterprises gain an understanding of usage patterns and can streamline operations to eliminate inefficiencies, ensuring resources are used effectively and maximising the return on investment of UC technology.
- Improved customer experience: Monitoring performance data allows companies to understand customer interactions better. Integrating UC analytics with CRM systems and digital channels provides a comprehensive view, enabling businesses to identify areas for improvement and enhance the overall customer experience.
- Improved employee experience: Analysing employee experiences can identify and address pain points in employee workflows. This improves communication and fosters employee satisfaction, leading to enhanced customer service and overall productivity.
- Increased adoption and collaboration: Using data from UC solutions allows companies to optimise feature usage and design targeted training programs to encourage adoption. This facilitates better collaboration among team members, ultimately improving productivity and efficiency within the organisation.
- Increased security: Unified communications analytics utilise machine learning and predictive analytics to detect security threats and unusual patterns. This enhances the overall security of the UC environment. Customised alerts and proactive monitoring help businesses safeguard sensitive communications by mitigating risks.
In the quest to mine the wealth of data created by UC platforms, businesses are on the verge of striking gold as advanced analytics tools and artificial intelligence promise to unlock invaluable insights.
The data produced by UC platforms presents a golden opportunity for enterprises to streamline operations, enhance customer experiences and drive strategic growth through informed decision-making.
Find out more about RingCentral Business Analytics here.
