Today’s business phone systems are no longer simply a system for making and receiving calls. With the vast improvements in Voice over Internet Protocol (VoIP) phone technology, business phones are now more powerful, flexible, and feature-rich than ever before. And one powerful VoIP solution that has taken business phone systems to a whole new level is Nextiva Analytics.
An offering from one of the country’s fastest growing cloud-based phone service providers, Nextiva Analytics aims to redefine business communications by providing companies with valuable insights they need to make faster (and better) decisions. And Nextiva Analytics helps businesses accomplish this through 3 simple steps: view, analyze, and act.
In a previous article, we shared how businesses can benefit from VoIP call analytics. But in this post, let’s take a closer look at how Nextiva Analytics specifically helps businesses stay ahead of the curve.
Unlike other VoIP phone services that offer only basic call logs and reporting, Nextiva Analytics gives organizations a chance to dig deeper into their inbound and outbound call data. You can choose to a get a general glimpse of your entire company’s call data, or focus on a specific user, call group, location, or phone number. You also have the option to view your call data in different ways: through a map view, real-time data using different kinds of charts, or via a custom report.
But that’s not all. You can also check out individual call recordings as you take a closer look at your reports. Plus, to make data easier to digest and understand, you can build dashboards, scorecards, and wallboards into your analytics.
All these features definitely make viewing call data a more interesting, more insightful, and less threatening experience. But now that you have all the most important call information you need at your fingertips, what do you do next? Move to the second step.
Collecting and viewing your data is the easy part. The difficult part is how you make sense out of all of your data That is where step two comes into play: analyze. With Nextiva Analytics, you are not restricted to viewing your data as mere numbers. This powerful analytics solution lets you turn data into actionable insights by allowing you to:
- Identify call patterns and how they fluctuate over a period of time
- Compare call metrics between users, call groups, phone numbers, and locations to reveal performance
- Define long-term business goals
Once you have interpreted the data Nextiva Analytics has collected about your organization, you can move on to step three.
By now you have gathered your business’ critical call data and analyzed what it means for your business - so what’s next? Act! In business, knowledge is power, and acting on the right data helps organizations make faster and better decisions. This is the primary goal of Nextiva Analytics.
By tracking and understanding critical call data through Nextiva Analytics, businesses can accomplish a number of things, such as:
- Measuring and improving employee performance
- Optimizing staff and business phone use to save both time and money
- Providing a quality experience to customers
- Identifying and resolving issues before they cause measurable damage
But it doesn’t end there...
In order for a business to stay competitive in the industry, it helps to have employees that are willing to go the extra mile to help their organization succeed. Enter gamification.
Nextiva Analytics introduces gamification as an approach to help businesses engage employees while creating some healthy competition at the same time. With this feature, you can set up a leaderboard for employees, ranking agents based on the number of inbound or outbound calls or other call metrics. You can also choose to set up leaderboards for teams, locations, users or call groups. The customization is up to you.
Nextiva Analytics has merged all the best ingredients businesses need in an analytics solution. With the tools to view call data with ease and interpret important information, businesses have the power to act and bring their company forward. Add some fun and motivating challenges through gamification, and Nextiva no doubt offers the best of its kind in business phone solutions!