Telecom providers and managed service providers already supply the phone systems their customers depend on. Customers increasingly ask a follow-on question: how are our phones actually performing? Analytics gives providers a way to answer it.
Why customers ask
Business owners want to know whether calls are being answered, when they are busiest and whether missed callers are being returned. These questions come up in account reviews, during complaints and when customers consider changing supplier.
The value for providers
- Stickier relationships — customers who rely on dashboards are less likely to move
- Better conversations — reviews based on real call patterns rather than anecdotes
- Fewer support queries — customers can answer simple "what happened?" questions themselves
- A differentiated offer — many hosted telephony services compete mainly on price
What a provider needs from a platform
- Support for multiple customer organisations with separate data
- Central administration across customers
- Role-based access so each customer sees only their own information
- Accurate counting, so customers trust the numbers
Packaging the service
Providers typically choose between including analytics in a premium tier, offering it as an add-on or using it selectively for larger accounts. The right choice depends on the customer base and existing pricing.
Starting sensibly
Begin with a small group of engaged customers. Learn which views they use, refine the onboarding process and then extend the offer more widely.
NOVIQ PBX Insights supports multiple customer organisations and works today with Bicom Systems PBXWare 7 MT. Providers interested in partnership can contact our team to discuss their platform and customer base.
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