Business Intelligence and data analysis applied to business telephony


Smith, Emma

Publish: Wednesday, Apr 19

In an increasingly digitized world, companies face great challenges to stay competitive. In this rapidly changing environment, the ability to make data-driven decisions is more important than ever. For this reason, it is important to choose a provider that offers sufficient data to feed our Business Intelligence and data analysis tools or that directly offers us such information that allows us to obtain valuable insights into business performance.

What is Business Intelligence?

Business Intelligence (BI) is a set of techniques, methodologies, and technologies used to collect, integrate, analyze, and present business information. The goal of BI is to provide valuable and timely information to business decision makers, so they can make informed and strategic decisions that improve business performance.

BI combines data analysis and reporting to provide a holistic view of the business. With the help of BI tools, companies can collect and analyze data from different sources such as databases, Excel files, accounting systems, customer relationship management (CRM) systems, and enterprise resource management ( ERP).

How can we take advantage of Business Intelligence and data analysis to improve our telecommunications?

Communications are fundamental to the functioning of any company. It enables both internal and external communication, and is an effective way to keep in touch with customers and suppliers. But how can we make sure that we are making the most of the data generated by our phone calls, emails, instant messaging conversations etc etc?

This is where Business Intelligence and data analysis come into play. As we have commented, both terms refer to the collection, analysis and presentation of data with the aim of helping business decision making. In the case of telephony, it is about collecting the data generated by the calls and the rest of the interactions with the company, analyzing it and presenting it in a clear and concise way so that decision makers can use it to improve the efficiency and effectiveness of the company.

Data analysis allows companies to identify patterns and trends in the use of telephony. For example, we can analyze how many customer interactions occur throughout the day and at what times of day they are most frequent, which will help us better plan our staff and resources. We can also analyze the calls made by the department or area of ​​the company, which will allow us to identify bottlenecks and areas that need improvement.

Another important aspect of data analysis is the identification of our marketing campaigns. If we have a large amount of customer interaction data, we can identify the results of our campaigns, focusing our budget more effectively and achieving more sales.

Finally, thanks to AI systems, it is possible to tag information about the interactions that customers have with our team so that we can extract information from their own interactions.

data analysis

Real-time data analysis

Another interesting variant is the possibility of having our data in real time, being able to carry out corrective actions on the fly that improve the operation of our customer service.

For example, a user of Fonvirtual, you could, using the panel supervisor of our call center software and the use of AI, to detect which conversations are likely to be developing inappropriately, the supervisor himself can enter to listen to it, give instructions to the agent without the user hearing them or even intervene directly in the conversation.

Another example, especially applicable to remote teams, would be the activation of agents to deal with any interaction with the customer, calls, messages, etc. from certain queues at times of peak activity.

If you are interested, at Fonvirtual, we offer advanced cloud telephony solutions that include BI tools and real-time data analysis to help companies make the most of the data generated by their communications.

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