10 ways to harness data insights in Unified Communications

The information is there in your business. All you need to do is turn it into actionable intelligence. But how do you start? Let’s find out. Unified Communications (UC) is more than just a buzzword in today’s business world; it’s a transformative force that streamlines communication, makes your business more efficient and boosts collaboration opportunities. However, an overlooked benefit of UC lies in the data it generates. Used in the right way, you can use this data to unlock significant business advantages.

In this article, we’ll explore how you can harness data insight from your Unified Communications platform and convert it into actionable intelligence.

What is Unified Communications?

The term Unified Communications covers a wide range of communication tools, including:

  • Voice
  • Video
  • Messaging
  • Collaboration platforms

Each interaction someone in your business makes within these channels generates valuable data that you can transform into actionable intelligence. When you execute on this intelligence, you can streamline your business and gain an edge over your competitors. 

This is something IT leaders across the business landscape are working to achieve. For example, in a recent survey conducted for CloudClevr, 93% of leaders believe using data and insights to provide a clear view of spending and the effectiveness of their tech to be an appealing prospect.

But where do you start? Here are ten ways to do it effectively.

1 | Integrate your data sources

In a UC environment, data is generated by a wide range of sources, including:

  • Call logs
  • Chat transcripts
  • Video conferencing 

To capture that data and harness it correctly, integrate these data sources into a unified analytics platform. This ensures you get a holistic view of your communications data.

2 | Define key metrics

What are you going to measure? Determine the KPIs that matter most to your organisation. These could include:

  • Call volumes
  • Response times
  • Customer satisfaction scores
  • Employee productivity metrics

Define what success looks like for your UC strategy.

3 | Leverage analytics tools

Invest in advanced analytics tools designed specifically for Unified Communications. Look for tools that can parse through large datasets and deliver insights into communication patterns, trends and anomalies. Harness the power of AI and machine learning to identify meaningful patterns in real time. 

At CloudClevr, we bring together a high-quality selection of cloud technologies, making it simple to use your data to your advantage. Our Digital Hub gives you complete visibility and control of your organisation, providing access to valuable information on tech spend and effectiveness.

4 | Personalise customer experiences

You can use your data to deliver a better service to your customers. For example, if a customer has a history of interacting through chat, you can ensure that your chatbots and support agents can access previous conversations. That way, you can provide a more personalised and efficient service – and keep them returning for more.

5 | Optimise operations

Data insight can help companies optimise their UC infrastructure. Use it to identify areas where you could:

  • Improve network performance
  • Allocate resources more efficiently
  • Reduce communication bottlenecks

6 | Enhance security

Unified Communications data often includes business-sensitive information. Use data insights to identify security threats, such as unusual login patterns or unauthorised access attempts. Take proactive measures to prevent potentially disastrous security breaches.

7 | Monitor employee productivity

Analyse communication data to monitor employee productivity and engagement. Identify areas where additional training or support could improve metrics. On the other hand, you can recognise high-performing teams, celebrate their wins and contribute to wellbeing.

8 | Predictive insights

Leverage predictive analytics to anticipate communication trends and issues. For example, predictive analysis can forecast increased call volumes during peak times, allowing you to make staffing adjustments.

9 | Compliance and reporting

Unified Comunications data is often subject to regulatory compliance requirements. Ensure your data insight tools facilitate compliance reporting and auditing.

10 | Continuous improvement

Harnessing data insight is an ongoing process. Review your KPIs regularly. Ensure your analytics tools are still up to the job. Check your data sources still align with your evolving UC strategy. Adapt to changing communication patterns and technology trends.

Let’s get started

Data is not just a byproduct of Unified Communications. It’s a goldmine of actionable intelligence waiting to be uncovered. When you follow our ten steps to harness the power of data insight, you discover that UC isn’t just about connecting people; it’s about leveraging data to improve communication, collaboration and decision-making across your business.

At CloudClevr, we believe it’s time to make technology smarter. Our vision is clear: a world where all your technologies work together seamlessly to create measurable business value. We make technology simple – so you can purchase, implement, flex and securely manage your tech estate with confidence. 

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