Author: Dubber Marketing Team
Published on October 2, 2020
This week Russell Evans, Dubber’s global head of sales and channels looks at the most common challenge faced by resellers today – how to maximise revenue and reduce the prospect of churn in the booming demand for communications services.
Resellers of communications services – from mobile and SIP connections to UC, Teams, and more – have seen a Covid-driven boom in demand for services. The shift to the Cloud has been matched by an equal demand for data enriched AI to automate processes, gain extra functionality, and work more efficiently. Resellers that can demonstrate not simply the efficiency of the connection but also how to extract more value from every connection are winning more and seeing less churn.
So what does the new reseller playbook for resellers look like?
Fuel big data: Big Data only captures a small proportion of data generated by a company. While companies have seen the value of big data, they are missing out on a huge chunk of data that is left uncaptured from voice calls. Imagine the value of combining both online and voice data to gain a holistic customer picture. Businesses can use these insights to inform new product lines, aid in cross-selling, and gain a better understanding of the reasons behind their customer’s decisions. Exporting this data to visualisation tools such as Google Data Studio, makes it easier than ever to extract these insights. More and more businesses are realising this, and using this voice data intelligence to gain a competitive advantage.
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92% of all customer interactions are voice. More than ever with dispersed work environments, those calls and conversations are happening in new locations, and across multiple networks, collaboration platforms and devices.
The FCA has spoken: UK bankers must record all of their conversations while working from home. There was previously an exemption.
While 2021 will see the continuing acceleration of the dominant trends of 2020, it will be a different year again as enterprises and governments shift from a scramble to adapt to a new normal, to reshaping their futures based on new conditions.
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