Unified Communications (UC) Analytics for Enterprise

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You have tons of data waiting to be unleashed within your enterprise communications solution. These data are waiting to be honed and analyzed to improve different aspects of your business.

Fortunately for you, RingCentral makes it easier for your organization to capture these data, and turn them into an understandable form, so that you can gain actionable insights that can transform your workforce and business activities.

What is unified communications (UC) Analytics?

Unified communications is all about integrating different communications channels like voice, messaging, and video into one platform.

All these communication channels produce their own set of data. Still, like how unified communications unifies different channels, UC analytics unifies and integrates various data sources to discover, interpret, and present significant trends and patterns.

To put it in simpler terms, unified communications analytics shows us insights and information from the UC&C (unified communications and collaboration) solution itself that we would not have noticed otherwise.

Big data and business intelligence in unified communications

It’s not a coincidence that the rise of cloud storage is almost parallel to the rise of big data and business intelligence.

The cloud simply changed the way data is stored and accessed.

Gone were the days of on-premises magnetic tapes and other unreliable data storage. Data is now stored on highly secure and redundant servers in state-of-the-art data centers.

These are the same data centers that host your cloud-based unified communications solution.

As a result, almost every movement related to your unified communications solution is recorded—from the locations of your most frequent callers to the communication and collaboration features your employees use most often.

All these big data are stored in the cloud, ready to be accessed and turned into transformative business intelligence.

What types of analysis and insights can you get with UC analytics?

The purpose of unified communications analytics is to provide actionable business intelligence to improve different aspects of operations, from business processes and workflows to workforce optimization. 

Most service providers have a data and analytics feature. RingCentral just makes it easier and more accessible.

RingCentral Analytics Portal provides a robust suite of reports and dashboards that aims to make your analysis easier.

It includes all facets of your RingCentral unified communications system, including:

  • Telephony
  • Video Meetings
  • Messaging

And like all other RingCentral features, the analytics portal is web-based, so you and your team can access it from anywhere and on any device. This includes mobile devices like your smartphones and tablets. It works on both Android and iOS operating systems. 

With these, you can get different insights and views into your business, including:

Adoption analytics

This type of analysis is also referred to as usage analytics. It investigates and identifies the features being used the most (or the least) within the organization. For example, how much of your staff use video conferencing via the RingCentral app vs. how many use conference rooms for meetings. 

It’s very handy, especially for the IT department. It provides a clearer picture of how the organization uses communications solutions, which helps them allocate the right amount of resources so that the investment in the UC systems is maximized.

RingCentral makes it much easier by providing your organization with complete visibility into the usage and adoption across the board.

It can help you better evaluate how your end-users use the RingCentral system to understand user trends, behaviors, and preferences.

This way, you can identify focus areas and run programs and campaigns to drive the adoption of key functionalities so you can optimize the use of RingCentral for your organization.

The adoption and usage dashboard of the RingCentral Analytics Portal

Engagement Analytics

When you have a large distributed workforce across the nation or even the globe, it is more difficult to identify pain points that leave employees frustrated.

Moving to remote and hybrid workspaces from traditional offices has also exasperated the problem.

RingCentral can track all forms of communications, from all calls coming in and out of company phone numbers to the number of video meetings in real-time.

It gives your organization a clearer picture of the communication challenges faced by your end-users so that you can identify possible solutions, including existing UC features, to solve the problem.

Performance reporting

How much do you really know about how your company operates? Are you and your management team aware of the details of the issues arising from performance across your organization?

RingCentral provides you with easy-to-read dashboards, historical data, and different trends and patterns on call queues, end-users, and calls on an easy-to-use interface. 

RingCentral Analytics Portal also features visual call maps that allow you to dig deeper when analyzing call flows and user performance.

Plus, there are 30+ pre-built KPIs and target filters to help your corrective decision-making.

Predictive analytics and troubleshooting

Your UC analytics should be able to correlate communications and collaboration traffic so that it can predict and identify possible conditions that can affect your organization’s communications system and its users.

RingCentral lets you set up automated monitoring of important KPIs and metrics like Quality of Service (QoS), device connectivity, and more.

It sends out real-time notifications about the issues to your administrators via email or the RingCentral app.

It allows your team to troubleshoot faster by digging deeper into the problem and finding the root cause.

With this, you can proactively resolve these situations before they even affect current end-users.

The quality of service dashboard of the RingCentral Analytics Portal

Real-time data and reports

This part of your unified communications system analytics lets you know how well your company handles inbound calls.

RingCentral gives you an easy-to-understand and customizable dashboard that includes current and real-time agent performance and call queue status.

With RingCentral Live Reports, you and your team can instantly view and understand queue patterns and trends to help you make business decisions regarding staffing and managing service level agreements (SLAs).

What are the benefits of unified communications analytics?

The different types of insights and analysis you can get from the data stored within your UC platform can lead to various benefits that you can leverage for your business, including:

Bigger savings and reduced cost

By using analytics applied to your unified communications solution, you can find ways to create savings and reduce costs.

With a clearer picture of how the UC system is being used and adopted, you can find insights on how you can fine-tune different aspects of your operations that can minimize or eradicate different problems that cost the company more expenses.

Plus, with the ability to monitor its usage, you can ensure that no resources are wasted, and operations are optimized to make the most out of your investment in a unified communications plan.

Better customer experience

With the ability to monitor performance data and reports, you and your team can better understand how your company interacts with your customers. What company numbers get the most calls, where are they coming from, the day and time when they call most often, and more.

You can also combine your unified communications analytics data with other data sources like those from your customer relationship management (CRM) apps like Salesforce and even digital channels like social media and email.

It provides a holistic view of what areas you can improve to provide a better customer experience.

Satisfied and happier employees

By identifying the pain points and roadblocks experienced by your employees, you can identify solutions that solve those problems.

From there, you can work on improving user experiences and optimizing their work environment so that they can communicate better not only with customers but their colleagues as well.

By using analytics to end or reduce employee frustrations, you get more satisfied and happier employees. And soon you’ll find that happy employees also lead to better customer service.

Increased adoption and collaboration

Well, if you are going to review data from your unified communications solution, you better find ways to use it better, too.

By knowing which features are not being used by your team, you can design and create training and programs that can explain how specific features solve certain communications and collaboration problems.

It should help increase the adoption of the unified communications system and, in turn, also increase collaboration between team members.

Security of communications system

Unified communications analytics uses predictive analytics and machine learning to customize alerts when it identifies trends or patterns that indicate specific security issues like fraud and other unusual traffic.

With that, it creates a more secure UC environment.

To learn more about how you can leverage unified communications analytics to improve different facets of your business, reach out to us, and we can provide you with information about RingCentral MVP and its data and analytics capabilities.