It’s been a long-time challenge. With employees increasingly mobile, working remotely or traveling, how do you ensure you can access, analyze and archive business communications to comply with regulations or company policies?
The good news is that today’s business eSIM technology provides a simple solution for capturing mobile communications regardless of where your employees work or travel.
Boosted by new AI-enhanced communications analytics, you can turbocharge your customer service quality assurance processes.
Evolution of Call Analytics
Today’s analytics tools are increasingly incorporating AI to capture, store and analyze conversations held on a company communications platform, allowing managers to parse conversations for a wealth of business insights.
The results enable more informed and rapid business decision-making and enhanced enterprise collaboration and customer problem solving. You can exploit the intelligence data from customer interactions and look for patterns and sentiment.
The insights can be immediately acted upon to improve operational efficiency, processes, employee retention, customer experience, and much more.
For example, a marketer can use a customized dashboard to track reaction to product launches by monitoring specific keywords and phrases from sales and support calls. The results allow marketers to fine tune their campaigns.
Typical AI tools provide ready-to-use analytics dashboards, initially focused on voice, and video, but many now incorporate deeper omnichannel intelligence across other communications channels, such as email and chat.
These tools enable you to uncover compliance gaps, revenue leakage, cancellation risk, complaints risk, and legal threats. You can also delve into individual team member performance to identify problems and training opportunities.
The result is a richer understanding of the customer experience from both sides of each conversation.
Until now, call analytics has mainly derived data from traditional desk phone and enterprise PBX communications. But business eSIM technology has opened up AI capability and analytics to include all business mobile communication – extending the reach to the distributed and remote workforce as well.
AI Analytics for Mobile Comms
Mobile Unified Communications coupled with AI technology removes past employee location restraints and raises customer interaction analytics to an entirely new level.
Our Tango Extend solution is the premier business mobile service enabling the use of an eSIM in any smartphone to create a totally separate business-controlled line, with all the typical attributes of an office desk phone. All mobile calls are routed through the existing communications platform and so can be controlled and captured like any call from an office phone.
This delivers you meaningful and easily accessible insights pulled directly from conversations across a broad spectrum of employees, including local, hybrid and frontline workers.
Fixed Mobile Convergence Solution
Extend represents the evolution of fixed mobile convergence by giving enterprise communications managers direct control over business mobile communications just as if they were traditional business landline communications.
Beyond mobile call recording, new AI analytics tools can be used for customer interaction monitoring and even service management improvement when employees are on mobile phones.
Using an eSIM to enable an existing landline business number to be used on a BYOD personal mobile phone, all business communications can be captured and analyzed. As the business identity on the phone is completely separate from the personal SIM and identity, our solution ensures that personal communications on the BYOD phone remain private and secure.
Allowing the use of BYOD phones in a business also presents the potential for major cost savings, as many desk phones and employer-provided mobiles and their plans can be retired.
Now these savings and productivity gains can be achieved while remaining compliant with call recording and analytics requirements and putting IT management in control of business calling, wherever employees are.
Tango Extend, coupled with the new AI tools, takes business UC to a new level. Get in touch today to discover how these tools will boost your team productivity while ensuring your business stays compliant and moves to the future with mobile communications.
