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VoIP analytics for business
VoIP analytics collects and analyses data from your Business VoIP phone system to gain actionable insights into communication performance, call quality, and customer interactions.
By understanding key metrics and leveraging the right tools, businesses can make data-driven decisions, improve operational efficiency, and enhance customer satisfaction.
In this guide to VoIP analytics for businesses we cover:
The key VoIP analytics metrics
Understanding and leveraging the right metrics is crucial to improving the performance of your VoIP system. Below are the key metrics that every business should monitor:
Average Handle Time (AHT)
This metric measures the average time to complete a call, including talk time and any associated post-call work.
A high AHT can indicate inefficiencies in processes, while a lower AHT often reflects effective systems and training. You can analyse trends to identify areas to streamline processes or provide additional staff training.
First Call Resolution (FCR)
FCR tracks the percentage of issues resolved during the first customer interaction without requiring follow-up.
Higher FCR rates correlate with improved customer satisfaction and business efficiency, identifying recurring issues requiring multiple calls and adjusting workflows or training to address these.
Customer Satisfaction Score (CSAT)
Measured via surveys, CSAT gauges customer happiness with their service.
It provides direct feedback on how well you support customer needs. You can use the results to identify strengths and weaknesses in the customer experience journey.
Net Promoter Score (NPS)
NPS measures customer loyalty and their likelihood of recommending your business to others.
This metric offers insights into brand reputation. You can segment results by call type or department to pinpoint opportunities for improvement.
Call volume and traffic patterns
This metric tracks the number of calls handled at different times. It helps optimise staffing and identify peak times for resource allocation.
You can use the data to improve workforce scheduling and ensure consistent service during high-traffic periods.
Mean Opinion Score (MOS)
MOS is a standardised score that measures the perceived quality of voice calls on a scale from 1 to 5.
A low MOS indicates poor call quality, leading to customer frustration. You can monitor MOS to identify and address network or hardware issues impacting voice quality.
Jitter, latency, and packet loss
Jitter, latency, and packet loss are critical metrics that measure the stability and reliability of VoIP calls.
- Jitter refers to variations in packet arrival times, which can distort voice clarity and disrupt conversations.
- Latency tracks delays in data transmission, causing noticeable pauses in communication.
- Packet Loss represents missing data packets, leading to incomplete or choppy audio.
Why VoIP analytics is beneficial to your business
Incorporating VoIP analytics into your business operations offers a range of advantages that go beyond just managing calls. Let’s explore the key benefits in detail:
Improved call quality
VoIP analytics provide insights into the technical performance of your communication systems, including metrics like jitter, latency, and packet loss. By identifying and addressing these issues, businesses can ensure high VoIP call quality reducing dropped or unclear conversations.
Enhanced customer satisfaction
VoIP analytics allow businesses to monitor customer interactions in real time. By tracking metrics like average call duration, hold times, and resolution rates, you can identify patterns that may indicate areas for improvement.
Data-driven decisions
VoIP analytics provide businesses with detailed data that empowers informed decision-making. Businesses can optimise staff allocation during peak times by analysing call volume trends.
Integration with other tools
VoIP analytics can be integrated with CRM systems, providing a view of customer interactions. This enhances workflow efficiency and enables a seamless exchange of information across departments.
Choosing the right VoIP analytics tool
Here’s how to choose a VoIP provider with analytics that meet your business needs:
Assess Your Business Needs
Determine what analytics insights are crucial for your operations. For example, if monitoring call quality is critical, look for providers offering metrics like jitter, latency, and packet loss. For performance tracking, focus on providers with tools for detailed reporting and team productivity analysis.
Evaluate the analytics features
Compare VoIP providers based on the usability of their analytics. Look for features like real-time call monitoring, customisable dashboards, and integration with tools like CRMs. Ensure the analytics align with your business goals, such as improving customer service or optimising team performance.
Consider scalability and support
Choose a provider that can scale with your business and adapt to changing needs. Verify that their analytics tools remain robust as your operations grow. Additionally, check for reliable customer support to ensure seamless VoIP integration and ongoing assistance with analytics.
Essential features of VoIP analytics tools your business must consider
When evaluating VoIP analytics tools, focus on the features that will bring the most value to your business.
Check out our VoIP features blog for an in-depth look at all the features.
Here are the essentials:
Call quality monitoring
Track key metrics like jitter, latency, and packet loss to ensure crystal-clear communication.
Performance metrics
Analyse call durations, resolution rates, and hold times to measure team efficiency and identify areas for improvement.
Real-time insights
Get live data on call activity to proactively adjust and address issues instantly.
Customisable reports
Tailor reports to your business needs, providing actionable insights for decision-making.
Security
Look for tools with built-in encryption, secure access controls, and robust data protection to safeguard sensitive business and customer information.
Top VoIP analytics software providers
Here are the top UK providers offering VoIP analytics:
RingCentral
RingCentral is known for advanced analytics, including real-time call monitoring, detailed reporting, and integration with CRM systems for data-driven decision-making.
Horizon by Gamma
Horizon by Gamma offers in-depth analytics, such as call tracking, performance reporting, and insights into team productivity for businesses scaling their operations.
8x8
8×8 combines VoIP with robust analytics, offering tools to track call quality, employee performance, and customer engagement metrics in one platform.
Zoom Phone
Zoom Phone provides call analytics as part of its VoIP offering, with real-time data to monitor call quality and usage, tailored for remote and hybrid work environments.
Microsoft Teams Phone
Microsoft Teams Phone integrates analytics with Microsoft 365, allowing businesses to monitor call activity and team collaboration performance effectively.
Vonage
Vonage offers analytics tools that provide insights into call performance, usage trends, and customer interactions, supporting businesses in improving communication strategies.
Advanced VoIP analytics tools
Most advanced VoIP features require third-party APIs and specialist support to implement, but the benefits often outweigh the effort.
- Big Data Analysis: Analyses call logs, quality metrics, and user behaviour to optimise operations, such as identifying peak productivity in call centres.
- Predictive Analytics: It uses historical data to predict network or user behaviour, prevent service disruptions, and optimise resource allocation.
- Customer Journey Analysis: Integrates VoIP data with CRM to track customer interactions, identify friction points, and improve service workflows.
- Sentiment Analysis: Transcribes calls using NLP to assess sentiment, helping identify dissatisfaction and improve agent performance.
- Fraud Detection: Monitors call patterns with machine learning to detect anomalies such as PBX hacking or toll fraud in near real-time.
What are the best practices when implementing VoIP analytics?
Implementing VoIP analytics is crucial for enhancing communication quality and operational efficiency. These are some best practices to consider:
Define Clear Objectives: Identify specific goals for your VoIP analytics, such as monitoring call quality, assessing team performance, or analysing customer interactions. Clear objectives guide the selection of appropriate metrics and tools.
Ensure Network Readiness: Assess your network infrastructure to support VoIP traffic. Ensure sufficient business broadband speed and low latency to maintain call quality. Implement Quality of Service (QoS) settings to prioritise voice traffic.
Select the Right Tools: Choose VoIP analytics tools that align with your business needs. Look for features like real-time monitoring, detailed reporting, and integration capabilities with existing systems.
Prioritise Security: Implement robust VoIP security measures to protect VoIP data, including encryption, secure access controls, and regular security audits to prevent unauthorised access.
Train Staff: Ensure employees using VoIP systems and analytics tools are trained effectively, enhancing the benefits of VoIP analytics.
Monitor: Regularly review analytics data to identify trends and areas for improvement. Use insights to optimise network performance, enhance call quality, and refine communication strategies.