Any organisation that claims to have true visibility of all customer engagements will be, at best, telling only half of the truth.

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Organisations house huge quantities of communication and collaboration data, from voice calls to chat messages and contact centre engagements. Yet for so many businesses, this information remains inaccessible, working in isolation or buried under layers of complexity.

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This data is key to unlock greater value and enhance business decision making; it’s time to recognise the actionable intelligence that lies beneath the surface.

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Here’s what you can do in three simple steps, and how Soft-ex helps at each stage.

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Step one: Consolidate your data

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Data siloes are the enemy of true visibility. Enterprises operate across multiple platforms, including MicrosoftTeams, Cisco Webex, Zoom, legacy PBX systems and contact centres. The insights gathered from each individual channel is valuable, but it still leaves businesses with a fragmented view of their customer engagements and operations.

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Soft-ex simplifies data integration across multiple disparate systems, giving organisations a central view of every customer interaction. Teams will gain full visibility into usage patterns, customer engagement and service quality, rather than manually collating data from different platforms.

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Step two: Apply business logic – yours and others’

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Unlocking data is only the first step; extracting value from it and applying it to genuine business cases is the ultimate objective. And your own business experience is crucial for doing this successfully.

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The expertise your team brings to the table should not be overlooked and instead championed. At the same time, external partners like Soft-ex come armed with a wealth of insight that can elevate the experience your own team offers, based on years of solving specific customer challenges. In the pursuit of better customer experience, don’t be afraid to bring in outside support.

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Step three: Deploy AI-powered analytics

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Artificial intelligence is the final missing piece of the puzzle. AI-backed analytics helps businesses go beyond basic, manual reporting and replace it with real-time, data driven intelligence.

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With tools like Soft-ex’s intelligent analytics platform, organisations can gain detailed analytics on voice, video and conferencing channels, and use AI-powered insights to save costs and inform critical business decisions. Having access to personalised dashboards and informative visualisations also helps make sure stakeholders at every level have access to the right data to drive greater efficiencies, cut costs and improve overall customer service.

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Ready to take the first step?

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Let us help you turn your data into a competitive advantage. If you want to get the most out of your communication and collaboration data, get in touch with Soft-ex today.

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