Call management and reporting applications have been around in the telecoms industry for many years, but as with most types of software, the arrival of cloud technology has really shaken up the possibilities of how call analytics can be deployed and used.
Akixi is an award-winning provider of hosted call reporting services. It was the first company in the UK to offer cloud-based analytics for both VoIP and PBX phone systems, and has built a solid reputation as a specialist in the field. In brief, Akixi disrupts the traditional model of call analytics products because there is no software for the end user to purchase or install. Everything, from real-time data processing to wallboard displays, is accessed online via the cloud, with the entire technical side managed as part of the service.
So why might you opt for a hosted service such as Akixi over purchasing your own call reporting software? Here are five key reasons to take your analytics to the cloud, with Akixi:
1 – Easy deployment and access
Call analytics is a sophisticated area of IT software, borrowing increasingly from the emerging field of Big Data. And the more you want to be able to dig into performance and trends in your contact centre, the more complex the software has to become. Advanced analytics platforms of all types are not necessarily straightforward to set up, configure and use. But by choosing a hosted service, the client does not have to think about that – the applications themselves are already configured on remote servers. Through a provider like Akixi, all you need are an internet connection and log-in details and you are away.
2 – Focus on the data
Not having to worry about set-up, configuration or maintenance means businesses can focus on gaining more value from the reporting and analytics services available. For example, instead of having to write scripts for your own reports from scratch, Akixi offers more than 200 ready-made historical and real-time statistical options to choose from, which can be customised as required. For most businesses, the output is what matters from call management software, i.e. the insight into performance it provides. The easier this is to gain, the more time clients have to focus on turning intelligence into action.
3 – Specialist provision
Akixi provides call reporting and associated management services – no phone systems, no UC suites, no CRM. Its focus therefore is on providing the most comprehensive call analysis available, and delivering it in a form which best suits the needs of clients. It provides in-depth historical and real-time reporting covering everything from call traffic trends to monitoring of automatic call distribution, and includes customisable charting & wallboards for every agent’s desktop to ensure complete visibility across the contact centre.
4 – Scalable for all sizes of business
One of the knock-on effects of the sophisticated and complex nature of advanced call reporting software is that it has often been something only really considered by enterprise level businesses, who have the resources to pay for installation, and manage through in-house IT teams. Hosted cloud services like Akixi have made access to call analytics much more democratic. With three subscription tiers, Akixi covers everything from businesses who just want straightforward call logging and traffic analysis to large call centres which want real-time data on agent availability and ACD, even across multiple sites. There are no limits on users and end points, and if you want to gain access to more features, you simply upgrade your subscription.
5 – Control costs
Because it is subscription based, with a hosted reporting service like Akixi, there is no up front capital expenditure. Again, the sophisticated nature of many advanced analytics platforms can make the software prohibitively expensive for smaller businesses to buy outright. With a subscription service, the TOC is spread throughout the lifetime of use and is absolutely transparent, with no hidden maintenance or replacement costs following a large initial outlay.
For more details on the full Akixi cloud product suite, for pricing or just to talk to someone about how they can help YOUR business, pay a visit to www.akixi.com
