With the right reports, you can easily track your company's connectivity and quality performance, monitor trends and patterns in the telecommunications industry, and prioritize resources for improvement. In this article, we will explore the benefits of intelligent insights.
Intelligent insights is a monthly reporting system that provides high-level and granular performance reviews of a company’s global telecoms across different countries and carrier providers. The reports are sent directly from the voice assure platform and can be customized to include any combination of the five available report types.
By highlighting the most problematic areas, the intelligent insights reporting system aims to reduce time spent analyzing the statistics and reports the problem areas up front. This will reduce the time spent compiling these reports and present clear, actionable insights. Executives and upper management can see their company’s performance over the previous month to challenge teams in areas of poor performance and, through Cyara’s stamp of approval, show that call quality, connectivity, and PDD are at the highest standard possible.
Benefits of Intelligent Insights
- Time savings: The reports highlight problem areas up front, reducing the time spent analyzing statistics and allowing users to focus on addressing issues rather than finding them.
- Actionable insights: The reports provide clear, actionable insights into the performance of global telecoms, allowing users to identify areas for improvement and take corrective action.
- Company ranking: The reports allow users to see how their company performs compared to other companies testing in the same countries, providing valuable benchmarking data.
- Carrier performance overview: The reports provide insight into the performance of individual countries, including the performance of carriers and a top-level view of number performance.
- Monthly performance comparisons: The reports allow users to review their company's performance trends over the previous months, helping them to identify areas of poor performance and take corrective action.
- Cyara approval: The reports provide approval per country through evaluation, ensuring that connection, call quality, and post-dial delay are all above in-country benchmarks.
Top Level Report
Benchmarks & Trends:
If you intend to update executives or upper management on areas that are in need of improvement, then the Top Level report will show you how many countries are meeting benchmarks for connectivity, quality, and PDD. This will also highlight trends in overall performance over the past six months. This will indicate if any performance has suddenly dropped in a particular country or whether there is an ongoing problem that should be reviewed.
Why should anyone care about meeting benchmarks or trends?
- Customer satisfaction: High levels of connectivity and quality are essential for customer satisfaction. If customers cannot connect to a company or if the quality of the connection is poor, they are likely to become dissatisfied and look for alternative brands.
- Competitive advantage: Companies that can provide high levels of connectivity and quality have a competitive advantage over those that cannot. This is especially true in highly competitive markets, where customers have a wide range of options.
- Network optimization: Understanding trends in connectivity and quality allows companies to optimize their carrier partnerships and improve performance. By identifying areas where connectivity and quality are poor, companies can take steps to improve them, such as upgrading equipment, adding more capacity, or working with carriers to improve quality.
- Business growth: Companies that can provide high levels of connectivity and quality are more likely to attract new customers and grow their business.
- Cost efficiency: High-quality connectivity helps reduce the cost on the company side, as less time and resources will be used to fix issues, and can also help businesses to reduce costs by improving collaboration and productivity.
All Countries Breakdown
Best & Worst Performing Countries:
- Benchmarks will be shown for connectivity, audio quality, and the post-dial delay in a bar chart format.
- Countries that have missed benchmarks and are not performing well will be presented first.
- This will indicate which of the three metrics may have caused the drop in performance.
The performance of each country is then ranked against other companies who are testing in the same country to indicate where you rank when stacked against your competitors.
Why should anyone care about Best & Worst Countries?
- Using benchmark data, companies are given the performance data they need to affect change and help them to identify where to deploy their engineers and resources to effect the most positive outcome.
- Additionally, tracking the performance of different countries can also help to identify trends and patterns in the telecommunications industry, which can inform future investments and carrier partnerships.
Individual Country Breakdown
Poorest Performing Numbers: Custom Selection
When it comes to an individual country’s breakdown, the report's purpose is to highlight numbers that are performing poorly. In many cases, a country may have missed a benchmark due to the performance of a particular carrier or one or two specific numbers. This report highlights those issues along with the number of failures and their failure rate. In-country carriers are ranked by performance and averages are provided for connection rates, audio quality scores, and post-dial delay times.
- Prioritizing resources: By identifying the poorest performing contact numbers, you can prioritize resources and focus on improving the areas that will have the biggest impact on customer service.
- Customer satisfaction: High levels of connectivity and quality are essential for customer satisfaction. If customers cannot connect to a company or if the quality of the connection is poor, they are likely to become dissatisfied and look for alternative brands.
- Carrier Trends: Tracking the poorest performing contact numbers can also help to identify trends and patterns with carriers, which can inform future investments and carrier partnerships.
All Numbers Breakdown
Poorest Performing Countries: Custom Selection
If you intend to update management on the worst-performing numbers within a country, then the All Numbers Breakdown report will present the worst-performing numbers for Connectivity, Audio Quality, and Post-dial Delay within a particular country. This can highlight issues with certain numbers or carriers.
- Benchmarks will be shown for connectivity, audio quality, and the post-dial delay in a bar chart format.
- Countries that have missed benchmarks and are not performing well will be presented first.
- This will indicate which of the three metrics may have caused the drop in performance.
- This can indicate which carriers are performing worst for each metric.
Individual Number Report
Individual Number Performance: Custom Selection
When it comes to the Individual Number Report, the purpose of the report is to single out a number and view its performance over the past month to show at exactly which point the number’s performance dipped. Monitoring a number's performance in this way can help to pinpoint the exact moment in time that the number began to decline in performance.
You can also generate reports for up to 25 of the best-performing numbers and 25 of the worst-performing numbers globally.