Data is the world’s most valuable asset. That’s particularly true for businesses, who rely on data insights to make decisions about everything from staffing, to processes and customer service.
In today’s competitive landscape, companies are becoming increasingly insight-driven, in an effort to stay one step ahead of the competition, and customer expectations. In fact, studies show the market for data analytics technology is expected to reach a value of $188.78 billion by 2027.
Communication data analytics, offering an overview into everything from successful collaboration sessions between teams, to voice quality and customer service insights, is one of the most important parts of a data analytics stack. Read on for an insight into what communication data analytics is, and why it’s so important not just to businesses, but service providers too.
What is Communication Data Analytics?
Communication data analytics is the process of collecting and analyzing data related to communication activities. This covers data gathered from everything from business phone calls, to chat, social media, email, messaging, and video.
Communication analytics helps companies to improve their communication strategies both internally, and externally, improving employee and customer experience, efficiency, and productivity. The right technology ensures businesses can optimize their resources effectively, and even reduce the risk of negative results due to service outages.
For business leaders and companies, communication analytics offer a range of benefits. They can help to enhance communication quality and efficiency, increasing the impact of interactions and ROI. They also assist businesses in identifying and eliminating communication gaps, redundancies, errors, and delays. Some solutions even make it easier to understand the preferences and behaviors of users accessing various different communication channels.
Why Communication Data Analytics is Important
Although the benefits of accessing communication data analytics are often obvious to business leaders, it’s worth noting that the advantages of these technologies extend a lot further. Channel partners, carriers, and service providers also benefit significantly from analytics tools.
Communication analytics tools, such as Dstny Analytics, can help carriers and service providers remain competitive in an evolving marketplace, with rapid G2M and scalability, offered through a future-proof, best-in-class analytics platform.
With solutions like Dstny, providers can access a powerful analytics solution, complete with multi-tenant and multi-module architecture that adapts to the need of each customer. This gives organizations an exceptional opportunity to strengthen their portfolio and drive growth.
Plus, with multiple integration options available, carriers can provide their end-users with end-to-end visibility into the core components of their technology stacks. As an added bonus, service providers can use the data they collect in their own platform to get to know their customers, their communication preferences, and find opportunities to introduce new competitive solutions.
“The way we communicate has become more capable but also more complex with many different platforms. This means that information about communications and the prerequisites for understanding it is scattered. With Dstny Analytics, Service Providers can rapidly support customers with insights from multiple platforms in a single pane of glass, together with white-label support.
We have developed our Dstny Analytics product with Service Providers in mind. Analytics is quickly becoming a must-have for many businesses and with our multi-modular architecture Service Providers can be assured that, like our other Dstny products, our Analytics plays well with others, allowing for the rapid addition of communication systems to new and existing customers,” says Johan Wendelstam, Dstny Analytics Product Manager, Dstny for service providers.
Unlocking the Benefits of Communication Analytics
As demand for data-driven insight in the business world continues to grow, communication data analytics technologies give service providers an exceptional opportunity to differentiate their offerings. Data is everywhere, and companies are turning to their service providers and carriers to help them unlock the full value of available insights.
Unfortunately, implementing data analytics capabilities into a service offering hasn’t always been easy. With developers in short supply, companies have often struggled to find talent capable of building analytics platforms in-house. Additionally, with communication data now distributed through so many channels, it can be difficult to unify all available touchpoints manually.
To create a compelling analytics offer for companies, vendors need to be able to access a system that makes it easy to deliver a consistent, reliable, and intuitive end-user experience. A solution that enables not just a swift go-to-market rollout and white labelling options, but an intuitive and flexible environment is essential.
Tips for Offering Communication Data Analytics
The key to success for many carriers and service providers adding communication data analytics to their portfolio is working with the right partner. An intuitive technology partner can simplify the path to innovation with a scalable, module-based analytics platform.
This allows service providers to effortlessly incorporate various data sources into a single, unified interface for their customers. The result is a more comprehensive solution, capable of catering to the diverse needs of various businesses.
When selecting your partner for communication data analytics, follow these tips:
- Ensure end-to-end visibility: The right module-based analytics platform should enable carriers to connect various data sources for end-users across a vast landscape. Through the use of APIs, service providers can construct an intuitive and scalable platform that can accommodate the needs of any kind of business.
- Look for scalability: The data needs and demands of businesses are constantly changing. Service providers need to avoid being constrained by communication tools and services that aren’t agile enough to adapt. Look for a solution you can shape according to the needs of your platform.
- Unlock insights yourself: Intuitive communication data analytics tools can also deliver powerful insights to service providers. Solutions like Dstny Analytics can package and unify data for service providers, offering insights into opportunities for growth. You can then invest in new integrations and technologies based on your available information.
- Focus on simplicity: The best platform will make it easy to consolidate and easily present data to end users. It should flex according to your needs, offering both on-premises and cloud-based hosting, and make technical data easy to understand for non-technical professionals.
- Speed G2M: A partner offering advanced communication data analytics solutions should help to accelerate your go-to-market strategy. They should ensure you can create a solution that’s compliant with industry regulations, and ready to integrate with common communication systems. Plus, they should offer consistent technical support and expertise.
Driving New Opportunities with Communication Analytics
Companies in all industries are now reliant on data to help them make intelligent decisions for productivity and growth. As a service provider or carrier, working with a partner to build an intuitive, scalable, and flexible data analytics solution for your customers can deliver amazing benefits.
With Dstny Analytics, service providers can quickly access the technology they need to unlock the power of data for their customers, and adopt new revenue streams.
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