Voice Analytics Are a Must-Have as Companies Evolve COVID-Rushed Tech

Enterprises are shifting priorities toward digital maturity and rapidly modernizing ways of communicating. Band-aid communications solutions that companies implemented in 2020 are no longer good enough. For service providers, this means there are new gains to be had, races to win, and customers to cultivate.

This is especially important given today’s cutthroat environment, where a third of enterprises are considering changing service providers. Getting ahead in 2022 requires new strategies. Enabling and innovating in new and evolving communications infrastructure is key to winning the market.

Dubber recently engaged the services of leading communications analyst firm Cavell Group to get a finger on the pulse of service provider trends in both 2022 and beyond.

One of the things Cavell found was that many solutions were hastily applied amid the COVID-19 pandemic. More than two years after COVID first took root, it’s time to mature those solutions.  Service providers’ must-focus activities for 2022 include understanding:

• The value of voice data across unified communications services
• The role of analytics in enterprise-customer relationship management
• The need for high-strength security in communications offerings
• The requirement for integration across services, to propel customer stickiness

The Future: Unification and VR-Anywhere

Where to next? With the metaverse on the horizon, new security and ransomware threats emerging, and a maturing of digital services, service providers will need to stay on the cutting edge of the communications landscape with:

• Unification of communications channels and their associated data analysis
• User-preferred methods of interaction
• Digital ID and secure-by-design practices
• Augmented and virtual reality communication channels as a new default

It’s time to toe the line on implementing cutting-edge tech to win out over the competition, and Dubber has tools that can set you ahead.

To explore all the findings in Cavell Group’s “Service Provider Trends Outlook 2022,” download the report here.

This guest blog is part of a Channel Futures sponsorship.