PanTerra Combines UC Analytics with Content Management

Unified cloud service provider PanTerra Networks launched its new Unified Business Analytics offering to help mid-market customers monitor and react to business processes in real time.

PanTerra’s Unified Business Analytics product is the first of its kind to combine unified communications analytics and content management analytics, according to the announcement. The new offering is expected to help customers identify weak links in their businesses by pinpointing more than 100 different metrics via an integrated UC and content management analytics framework. Administrators can also access all of the analytics through PanTerra’s mobile Unified Live Monitor application.

The new solution can be used in a call center to allow managers to monitor the amount of time agents spend on the phone with each customer, according to Arthur Chang, CEO of PanTerra. If an agent exceeds a certain time limit for a call, the manager can silently intercept the call and communicate directly with the agent to improve service or solve any potential issues. Admins can also generate reports through a browser-based interface or adjust their analytics for any user, group, file, folder or call queue within the account, according to the announcement.

“We’ve really build a very powerful unified analytics framework,” said Chang, in an interview with The VAR Guy. “Going forward, our plan is to add even more analytics [and] more metrics that allow companies to really optimize their business in real time.”

Chang said the new solution also will help to reduce the amount of vendor partners needed for each reseller by combining the company’s cloud services offerings with a comprehensive business analytics solution. This, in theory, will allow resellers to purchase their analytics solutions from a single vendor, thus reducing the amount of overhead needed to obtain products for their customers.

“What we’ve found from channel partners is that they are really looking to reduce the number of vendors they have in their portfolio because vendor management has become an incredible source of expense for many partners,” said Chang. “Our whole approach is to deliver the broadest communications, collaboration and content management cloud services in the industry, and I think we’ve demonstrated that.”