We’re all familiar with cloud communications— the pandemic has accelerated adoption and everyone has gotten used to communicating in flexible ways that suit their locations and needs. Connectivity is the baseline requirement, but enterprises have been flying blind: unaware of how their voice and message connections are performing and the options they have to enhance the user experience and their return on investment (ROI). It’s time to go beyond cloud adoption and focus on cloud innovation. 

To achieve this, enterprises need to know more about the real-life usage of their people. They need to understand how communications services are used, what issues affect customer experience and how they can address these while gathering insights to set up a situation in which cloud communications delivers more bang for their buck. 

Enterprises need x-ray vision into their cloud communications so they can seek out and destroy poor CX while building a foundation for the next generation of digital services. By knowing the performance of cloud communications, enterprises can head off issues before they become service-impacting problems, they can understand each stage of the call journey and monitor how capacity is used. This provides essential information to plan for the future and understand how to engage in the next wave of digital innovation. 

Knowledge has always been power, and by extracting it in the form of insights from cloud communications usage data, enterprises can benefit in two ways. First, they can gain insights into the current performance of their cloud communications that help them manage issues and improve customer experiences. Second, they can understand the next step for their business by seeing how workers use cloud communications and understanding where the next big opportunity lies. 

To achieve this, Bandwidth Insights works like a black box recorder to give customers a detailed view of their voice and messaging. Bandwidth Voice Insights enable customers to isolate and troubleshoot potential quality, capacity and billing issues at each stage of the call journey, addressing them before they become a problem. The system can monitor users’ capacity utilisation in real-time, enabling optimised channel usage that cuts out unnecessary spending. 

Bandwidth Messaging Insights provides real-time insights to accelerate problem resolution enabling users to search the message status and take proactive steps to prevent blocked messages before there’s a problem. Finally, by examining trends in message delivery, users can make data-driven decisions about their business by utilising the Bandwidth dashboard to review historical delivery and usage patterns. 

“Being savvy and optimising cloud communications is now a rite of passage on the digital transformation journey,” says Lydia Runnels, Vice President of Product Management, Bandwidth.

“We see cloud as a fast-track to innovation because it provides intelligent connectivity that is cost effective and high quality as they move into the next phase of their work set-up” 

Get in touch with Bandwidth’s team of experts to learn more about Bandwidth’s Voice and Messaging Insights. https://www.bandwidth.com/talk-to-an-expert/ 

 

 



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