As enterprises increasingly rely on unified communications data, it has become essential that they analyse it to uncover vital insights to power their business growth. Doing so helps businesses learn where they are weaker and target those areas so they can be transformed into opportunities but, without analytics, companies continue to operate in the dark and miss the potential that already exists within their UC data.
To ensure enterprises don’t miss out, Mida Solutions launched its Mida Call Analytics product earlier this year. The product offers far greater capability than simple reporting systems and delivers a new comprehensive and professional business reporting solution that companies can use to understand what is hidden behind their UC data. As part of the product design, Mida decided to abandon basic UC reporting approaches of the past and to exploit business intelligence technologies to design a completely new tool that enables users to elaborate data in many graphical forms and to integrate the information with other business-related data.
These reporting solutions contain three modules: each of them aims to provide insights on data regarding specific and peculiar aspects of contact centres, enterprise accounting and compliance recording.
Mida Call Analytics – Enterprise Accounting module is all about the capability to track telephony usage to each cost centre and attribute costs accordingly so the value of conversations can be uncovered and explored. The module enables phone traffic to be apportioned to cost centres, with costs attributed accordingly. In addition, the analysis allows users to understand the true usage of their telephone infrastructure by aggregating data services and not only looking at geographical criteria. The multi-tagging capability also helps foster heightened awareness and understanding of the value of conversations and how infrastructure is being utilised within the business.
“In this era of dramatic changes, communications are evolving and moving from traditional calls to multi-channel contacts and company structure is more and more flexible and fluid,” explains Marco Cortese, the President of Mida Solutions.
“Classic call reporting, based on fixed cost centres is now not enough, telephony data are just a part of a bigger cloud of data to be analysed to have richer and more effective information on your company’s costs, processes, asset usage and adoption. That’s why we decided to redesign our reporting layer so that it can provide data to customers with newer reports and the complete freedom to analyse them according to its business models and workflows“
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