Unified Communications for the SME: How Analytics Can Level the Playing Field


The big opportunity for SMEs is the ‘democratisation’ of their customer data; making it available to all in their organisation and understandable by everyone.  Analytics is the key – it can truly help SMEs ‘level the playing field’ and help convert customer interaction data quickly and easily into knowledge and actionable intelligence.

Early feedback shows SMEs who have harnessed the power of analytics have increased their turnover, achieved higher profits and expanded their workforce.

However, to succeed the solution needs to be simple to deploy and use whilst delivering tangible and measurable results quickly. Off-the-shelf cloud analytics tools deliver this whilst being available on a predictable fixed monthly cost per user.

Cloud-based analytics services mean powerful CX tools such as call and UC analytics and call recording are now accessible to SMEs.  When built in and part of the service from cloud analytics vendors, these tools also bring with them and facilitate a high degree of security and compliance, for example with ISO20017, Cyber Essentials, GDPR and MiFID II.

SMEs who have leveraged these new analytics and compliance capabilities can confidently target larger enterprises and even public sector bodies – highly lucrative markets SMEs have traditionally been locked out of.

And by 2022, the UK government plans that one-third of its spend on goods and services will be with SMEs, so there has never been a better time for SMEs to harness the power of analytics and the benefits it offers their business and customers.


As featured by Comms Business.