analysing and fixing back-office processes that were generating unnecessary repeat calls and driving dissatisfaction. Average call handling time was reduced by highlighting the five key customer queries and developing FAQs for agents. Call volumes were also reduced by 2 percent by identifying and fixing issues with password resets.  

The headcount on the night shift was reduced after discovering that only 2 percent of calls taken at night were critical.  Overall, business processes were streamlined after determining that 57 percent of calls could be handled through a self-service web portal. Still, customers were not aware that they could do this online.

The Quickest Route to Success

The most successful AI-enhanced communications analytics for the mid-market require minimal effort from users and must quickly deliver a tangible ROI. The solution’s value in improving customer experience, compliance, and decision-making should be immediately apparent without the need for complex configuration or significant time investment.  

For CSPs, achieving the quickest route to success means having the right solution and the right support from their vendor to enable fast deployment with smooth integration. To accomplish this, CSPs need to work with technology providers that offer solutions that are easy to provision, easy to integrate into their sales and support processes, and are easy to consume.   

With customer purchasing behaviour increasingly shifting towards self-service and digital transactions (and continuing) to evolve, it is essential to partner with technology providers that are forward-thinking and agile enough to navigate today’s fluid market. The best partners offer flexible delivery models, including via online marketplaces, to ensure that solutions can be easily dovetailed into CSPs’ existing operations.   

A key factor in achieving this success is in easy provisioning, whether automated or integrated via Application Programming Interface (API). Automated provisioning for digital transactions streamlines the deployment process and reduces operational friction by minimising the need for manual intervention. As a result, CSPs can quickly roll out solutions to customers, ensuring they receive value right away without the need for extensive training or support.   

Integrated provisioning via API into CSP business systems is important when CSPs manage multiple phone system platforms, most commonly seen when adding Microsoft Teams into their portfolio. In this context, third-party technology partners can step in to deliver consistent insights across these diverse systems, ensuring that everything can be fully understood by both the CSP’s sales teams and customers alike.  

Equally important is the collaborative wrap-around support that a technology partner provides. Their service delivery team can play a vital role in supporting installations and working alongside the CSP to ensure that they’re never tackling any challenges alone. It’s all about sharing expertise and providing access to knowledge, where the CSP can rely on their partner to strengthen relationships and improve customer retention.  

Moreover, technology partners that have made significant investments in research and development can further streamline this process. By focusing on simplifying provisioning, billing, and product deployment flexibility, these partners remove friction and refine the onboarding journey, allowing CSPs to scale their services efficiently. In fact, we’ve seen partners demonstrate the ability to scale and drive substantial growth with the right tools and support. Moreover, technology partners that have made