The Unified Communications landscape has evolved drastically in recent years. In a time of growing customer expectations, changing workplaces, and expanding workforces, most companies know that creating a foundation for excellent communication is the first step to building a successful business.
As a result, countless business buyers and leaders are turning to UC partners to help them transform their communication stack with flexible cloud-based tools, more scalable systems, and innovative collaboration apps. Unfortunately, the rising interest in communication platforms is a double-edged sword for UC partners. While more companies are actively looking for innovative UC tools, more competitors are also entering the space, fighting for the same sources of revenue.
To thrive in this space, UC partners are increasingly turning towards more innovative add-on solutions for the UC stack. Specifically, AI (Artificial Intelligence) is quickly becoming one of the most powerful services partners can offer their UC customers. Here’s how AI and conversational analytics open new opportunities for partners and their clients.
The Evolving Benefits of Conversational Analytics
We live in a world where 85% of companies say data is an essential asset in establishing their business strategy. Yet countless companies are leaving vast volumes of data untouched and underutilized.
Sorting through streams of conversational data to extract meaningful insights and patterns is a time-consuming and expensive process for companies and something most end-users can’t manage manually. Fortunately, AI has the answer. Conversational analytics tools provide an easy, streamlined, and powerful way to extract value from endless volumes of data.
With solutions for conversational analytics, UC partners can provide their end-users with access to a host of crucial benefits, including:
- Behind-the-scenes insights for growth: With conversational analytics, companies can pinpoint crucial trends, patterns and insights to help them make better decisions for business growth. As end-user companies grow and increase their revenue streams, the opportunities for partners evolve too. It’s a win-win situation.
- Improved EX and CX: Conversational analytics can help companies monitor and understand interactions between customers and employees. With these behind-the-scenes insights, it’s easier to find ways of improving both the employee experience and the customer experience to enhance retention on both sides.
- Enhanced performance: Conversational analytics used in the UC environment can provide supervisors and managers with insights into the roadblocks and issues which might hamper more productive collaboration. This leads to new opportunities to refine workflows, improve efficiency, and boost overall business performance.
- Reduced risk: Conversational analytics tools can help companies get one step ahead of risk and compliance concerns. This ensures they not only adhere to their industry’s regulations but also earn their customers’ trust. What’s more, they can even reduce their chances of having to pay heavy fines and penalties.
The Value of Conversational Analytics Tools for UC Partners
As valued experts in the communication landscape, UC partners are in an excellent position to introduce their customers to the benefits conversational analytics can offer. With support from the right vendor, partners can leverage tools that automatically integrate with their customers’ systems and create valuable services for each client.
Using SaaS solutions, UC partners can easily add new functionality to their Unified Communications stack, either as part of a comprehensive package or add-on service. The result is a unique opportunity to increase revenue streams, retain more clients, and generate growth.
Craig du Plessis, Vice President of Analytics at CallCabinet explains: “Conversation data is an untapped goldmine of business intelligence. Solutions that accommodate on-premises, hybrid and cloud environments and that can record, analyze and mobilize this data, are a sure way of increasing recurring revenue for partners while meeting customers wherever they are in their digital transformation journey.
By adding conversational analytics to their UC offering, partners can:
1. Differentiate themselves from their competitors
Driven by hybrid and remote work trends, changing technologies, and increased complexity in the business landscape, demand for UC solutions is rising. By 2028, the UCaaS market will be worth approximately $69.93 billion. Naturally, this lucrative market is attracting the attention of countless new resellers, MSPs, and UC partners.
To stay one step ahead of the competition, UC partners must ensure they offer something exceptional to attract and maintain their target audience. Implementing a flexible conversation analytics solution into a UC platform is one of the easiest and most effective ways for partners to expand their service offerings for their audience segment.
With a scalable, cloud-based solution, UC partners can instantly embed a future-proof solution for additional value into their UC package and eclipse the competition.
2. Acquire new customers and grow their market footprint
Conversation analytics can offer exceptional value to many companies, providing behind-the-scenes insights into everything from employee performance to customer experiences. For some organizations, these tools can even be necessary for them to ensure compliance mandates are met.
With a conversation analytics solution, UC partners can ensure they’re ready to support and serve a broader range of customers from various industries. Working with the right vendor, partners can access a flexible, scalable tool that adapts to countless companies’ unique needs, whether they’re looking for help with business intelligence, compliance or quality assurance.
With some solutions, UC partners can even specifically cater to the needs of companies with existing investments in tools like Microsoft Teams, Zoom, and Cisco Webex.
3. Ensure retention of the current customer base
Succeeding in today’s competitive UC partner landscape doesn’t just mean constantly looking for ways to attract new customers but also finding ways to keep existing customers close. As companies continue to face new challenges, from budget cuts to digital transformation, they’ll be more likely to retain partners capable of offering the highest level of value.
With a conversation analytics solution, UC partners can improve their chances of retaining customers with a stickier, more appealing set of critical communication tools. With an answer from a leading cloud vendor, UC partners will even be able to scale with their customers as their needs grow and evolve, delivering exceptional secure services in every region of the world.
“It’s all about providing solutions that can adapt to the ever-evolving communications platform landscape,” says du Plessis, “whereby the customer benefits from real-time business intelligence that can improve their agility and advance business success for both partner and customer.
Conversation analytics offers UC partners a unique opportunity to deliver value to their end customers, strengthen their relationships with new and existing customers, and unlock additional revenue. It’s a no-brainer for a partner looking to stand out in the growing UC landscape.”
