The clock is ticking for Cisco BroadSoft users.
In just a few months, support for the platform’s in-built Enhanced Call Center Reporting (ECCR) feature is to be retired – which means the race is on for organisations to procure an alternative.
Calls answered, calls dropped; customer wait times, agent productivity; message open rates, marketing cut-through: the modern analysis of all those types of communication metrics can significantly influence the bottom line.
Seamless integration of a tool capable of replacing ECCR should, therefore, be a top priority for those BroadSoft-dependees that place a justifiably-high value on capturing, interpreting, and acting upon rich business intelligence.
Choosing the right solution could be a game-changing moment.
“Having easy access to the crucial metrics that really matter is what underpins the performance of every business – now is the time for BroadSoft users to switch things up to gain a whole new level of insight,” says Steve Tutt, Commercial Director at leading enterprise communication application provider Kakapo Systems, whose powerful, white label Vision360 BroadSoft analytics integration enables users to do exactly that.
“For those running contact centers, agents, marketing campaigns, and service teams, that insight can be critical. It gives them an informed view as to the effectiveness of their processes and strategies, enabling them to affect change where improvement is possible. And, curated and presented in a clear and easily-understandable way, it enables them to share the numbers with key colleagues in ways which support collaborative transformation.
That is the kind of deep-dive analysis and reporting that used to be a nice-to-have, but which should now be considered a must-have.”
For BroadSoft user organisations and, crucially, their Managed Service Providers, the Kakapo solution is particularly appealing as, unlike competitor integrations, it requires very little training to deploy, configure, and leverage.
An intuitive, easy-on-the-eye user interface displays a wide-range of popular performance metrics plus an almost limitless number of customizable add-ons. Reporting can be in real-time as well as retrospective and can be easily shared either routinely or on demand via a seamless integration with organisations’ user directories and internal collaboration channels.
“Our solution takes enormous data sets and renders them in a meaningful, graphic, and easily understandable way,” says Tutt.
“Via the single interface, users get a helicopter view of activity and performance as well as being able to drill down in as granular a way as they wish. The C-Suite, for example, may just want an immediate, overall picture of things, whereas a department head or supervisor may require much more detail. The solution is so easy that MSPs and their customers find they are able to jump right in and, within about 30 seconds, figure everything out. That means no costly training and users getting instant value from the solution right away.”
The Vision360 capabilities are particularly pertinent based on the complexity and volume of data now generated within the BroadSoft platform; everything from volume and duration of calls, to messaging penetration and individual agent performance.
“People within organisations need to understand all kinds of different things in order to maximize productivity and efficiency,” says Tutt.
“For example, people running marketing campaigns aren’t necessarily too interested in contact center agent performance, but they do care a great deal about how many communications have occurred in response to a particular advertisement or marketing campaign. Our solution can easily apply disposition codes so that that level of insight is obtained.”
Indeed, for BroadSoft user organisations that have not previously leveraged the benefits of the platform’s soon-to-be retired ECCR, now may be the perfect time to begin doing so via a replacement.
For Cisco-partnered MSPs, it also represents a golden opportunity to reach out to their base and start an upsell conversation.
Something like: “Out with the old, in with the new..?”
To learn more about how Kakapo Solutions’ Vision360 can help your and your customers’ businesses respond to the Broadsoft ECCR retirement, click here.
from UC Today https://ift.tt/MSFRroE
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