Service providers need a wide range of features and functionalities to offer their target audience if they want to stay ahead of the competition in the current marketplace. Though forward-thinking and disruptive new technologies are key, it’s crucial for service providers to think about how their customers will be able to keep evolving and improving in the years to come. That’s where analytical offerings come in.
Audian, one of the market leaders in the telecoms industry, recently partnered with Xarios Technologies, a provider of advanced applications for telephony, to transform the future of call analytics and business insights. These leaders in the telecom environment will be helping their end customers to access more in-depth information on the growth of their business landscapes. I spoke to the CEO of Xarios Technologies, Robin Russell, about how Xarios and the Dimensions analytics solution makes it easier for service providers to differentiate their offerings in the current landscape.
Dimensions for Service Providers
Xarios’ cloud call analytics solution, Dimensions, is now two years in the making, with a General Availability released planned for the second week in December. According to Russell, the creation of the solution has been a collaboration with the service provider market. Xarios has been taking the feedback that they’ve gathered from their customers and implementing those insights into the product.
“We’re working with about 10 service providers currently, and they all have different markets and value propositions. We’ve adapted our infrastructure to suit them. The service provider trials and their trials with end-users have been very helpful to us.”
Robin told me that Xarios was attracted to Audian because of the simplicity and freshness of the product that they had to offer. At the same time, Audian was impressed by Xarios because of the company’s responsiveness and ability to address operational challenges quickly.
The strategic partnership taking place between the two brands will help to spark the creation of a new software solution that addresses the everyday operational challenges in the business environment, particularly in the new age of customer service.
Say Goodbye to Basic Call Logs
For Audian, getting set up with Xarios was a straightforward and painless process. The fact that Dimensions is a cloud-based SaaS solution meant that they could implement it in the way that best suited them. “When we go GA, they’ll be able to provision customers themselves, either using our portal or using our API to hook straight into the platform.”
The Dimensions solution was built from the ground up by Xarios to be as intuitive as possible. “We tried to make the experience as self-service as we could. There are training videos available, and the solutions are delivered in a white labelled format so customers can use them however they like.” While in the past, Audian was reliant on the basic analytics outputs that they could get from their platform, today they’ll be able to access specific reports that are tailored to their needs.
According to Robin, Xarios has always been committed to creating products that are useful and intuitive for customers.
“We have a commitment to delivering value and functionality, as well as a dedication to offering world-class customer service”
The fact that Audian was already embedded in the hosted environment, and the company’s commitment to customer service made them an ideal partner for Xarios.
There’s Value in Analytics
According to Russell, for a long time, analytics solutions were something of a tick box for service providers, often lost in the fog of the cloud. However, gradually, SPs are beginning to realise that the basic solution isn’t enough for their needs. “We’re seeing a lot of service providers beginning to add analytics to their package as part of a differentiation strategy.”
Today, every company is looking for a specialist niche and a differentiation strategy that helps them to stand out from the crowd. Xarios has licensed its analytics feature in a way that everyone can access the tools that they need, whether it’s a basic reporting element, or something more complex.
“We’ve provided a lower price for basic reporting for people who just want to include that feature as part of their overall solution”
While Audian are focused on helping to maximize their customer’s competence in the telecoms world with the latest software and technology, Xarios makes upgrading technology and making intelligent decisions as simple as possible. Both Audian and Xarios are looking forward to creating an innovative new offering together in the months to come.
At the same time, Xarios has an exciting year ahead in 2020, with the GA release in the works, and new partners already on board. “ We’re going to continue trying to build the best product that we can for the customers that we’ve got.”
