With almost all conversation going through some form of digitalization these days, you would think that no form of communication goes uncollected.
Yet as the channels of business communication expand beyond company communication architectures like emails and into things like WhatsApp or IM, this is now no longer a log to collect this information.
When considering the contents of those conversations happening on those platforms, having them go unrecorded can be costly.
“When a company’s employee interacts with its customers, a lot of valuable things-quotations, discussions, agreements, decisions, sentiments-are there to be learnt from,” Avi Pardo, Co-founder & CBO at LeapXpert, explained.
Yet in many workplace setups, all of those insights about that customer, that relationship, and even your own staff interaction with them, are not retained nor utilized.
This has led Pardo and LeapXpert to decry that we’re facing a “silent data crisis.”
Far from being something that can be swept under the rug, however, the issue not only means that companies are passively losing out but also stand to lose big in incidents like staff changes.
How Data Slips by Silently
This crisis isn’t rooted in data breaches or security failures, but rather in the rapid shift of business communications to platforms that exist outside corporate governance and visibility.
“What the market is starting to realize is users in organizations and enterprises started using messaging apps much more than emails or voice calls,” Pardo said.
The convenience and immediacy of these platforms have made them indispensable tools in daily operations. However, this convenience comes at a considerable cost that many organizations have yet to fully recognize.
“Why this creates a silent data crisis is because many of these messaging activities are being done on private applications of that staff member, such as WhatsApp, and this is all being done outside the company’s reach to the data, which translates to this evolving data crisis we are starting to see,” Pardo explained.
Such channels like WhatsApp are often not approved as part of a business’ communication tools, but because of their convenience, this often gets ignored by employees.
But aside from any compliance issues this may raise, the problem here is that all business communication data is simply not visible to the company as it’s not connected to the business’ communication architecture. It’s not recorded or archived.
Even in case when this data is retained, it often remains siloed in employees’ private messaging accounts. Companies miss critical opportunities to analyze patterns, identify emerging issues, and capitalize on business opportunities.
The scale of this problem is significant.
“If your team is spending 30% of their customer interaction time on messaging apps each week, then 30% of your business activity is effectively happening beyond your visibility,” Pardo said.
Not only is this inaccessible, but for instance, if a high-level salesperson were to leave the company having communicated with clients on their phone.
All of that data, all of those conversations; potential leads, understanding of the client’s intent, would be lost with that person leaving.
Yet the answer isn’t to prohibit staff use of these platforms; that would prove futile and even a hindrance to business being done.
So LeapXpert has created a solution that allows these same systems and workflows to remain, but without leaving the data behind.
LeapXpert’s Innovative Approach to Data IntegrationLeapXpert founders’ unique background in enterprise communication positioned them with the foresight to address this issue long before it became a trend: “We were able to understand this trend years ago,” Pardo explained.
As a result, it has a mature solution that has been able to address both the technical and governance challenges of messaging integration.
Here’s how it works: The LeapXpert Communications Platform operates as an intelligent intermediary between clients and organizations.
“What we built is a platform that sits in between the clients and the organization, and by doing that, we are able to govern all these messaging interactions that are happening between the organization and external users,” Pardo explained.
“By sitting at the center of business communications—facilitating, and recording all messaging content and context—this platform establishes a powerful governance layer. This layer not only ensures governance, compliance, and security, but also unlocks strategic value, intelligence, and productivity, by enabling data ownership and seamless integration with enterprise collaboration platforms, CRMs, data lakes, and AI systems,” Pardo explained.
This approach enables businesses to maintain the convenience of modern messaging while regaining control of their data.
The result is a comprehensive enterprise-grade solution that brings messaging data back into the corporate environment without disrupting the communication channels that employees and customers prefer.
The platform’s capabilities extend beyond mere archiving, however.
LeapXpert’s solution enables “similar capabilities as they would have on other means of communication, such as emails and voice calls, now also on IM with external parties,” said Pardo.
This holistic approach ensures that organizations can maintain consistent governance, analytics, and intelligence across all communication channels.
Unlocking Business Value from Integrated Communications
When messaging data is brought back into the corporate ecosystem, it unlocks significant business value across multiple dimensions.
One big bonus is being able to unlock the full ROI with AI. Having this stream of data connected to your larger pool of corporate data, you are able to better apply AI to conduct analytics to reveal more useful insights.
Similarly, in the scenario with the salesperson, it can bring this data into your CRM systems so that the sales opportunities ongoing on these platforms can be understood by managers and picked up by other staff members in case of staff changeovers or absence.
“The macro view of connecting the dots and putting everything together, and having that across the system provides enterprise-wide intelligence that was previously impossible,” Pardo said.
These applications demonstrate how bringing messaging data back into the corporate fold can transform business operations and intelligence.
Addressing the Crisis Before It’s Too Late
The silent data crisis represents a significant but often unrecognized challenge for modern enterprises.
As business communications increasingly shift to messaging platforms, organizations risk losing access to critical business intelligence, exposing themselves to compliance risks, and missing opportunities to leverage valuable customer interaction data.
Addressing this crisis requires both awareness and action. Organizations must first recognize the extent to which critical business communications have migrated to messaging platforms and find ways to bring it back into the fold.
LeapXpert’s platform offers a comprehensive solution to this challenge, enabling organizations to embrace modern communication channels while maintaining governance and extracting value from the resulting data.
In a business landscape where data is increasingly the currency of competitive advantage, organizations cannot afford to leave valuable customer interaction data siloed in unmanaged messaging platforms.
By bringing messaging data back into the corporate fold, businesses can transform what was once a data liability into a strategic asset.
