KT Connections Blog

KT Connections has been serving the Rapid City area since 1997, providing IT Support such as technical helpdesk support, computer support, and consulting to small and medium-sized businesses.

Does Your VoIP System Gather Analytics to Help You Make Informed Business Decisions?


As businesses have advanced, new technologies have permitted them to make better decisions regarding their future activities through the consideration and analysis of analytics. One overlooked source of analytics can be your phone system, as long as your VoIP system tracks analytics. Although not all phone systems have fleshed this out, KT Connections can help your business deploy the infrastructure to make informed decisions towards your processes and goals. Today, we’ll explain how.


First, however, it may be invaluable to review what analytics are and how useful they can be for your internal processes. Analytics is a fancy word for data, specifically, data that can give your business pinpoint insights around strategic considerations. This allows you to make smart decisions based on established patterns, rather than intuition.

Let’s look at a few real world scenarios where VoIP analytics would come into play:.

Call Center Tracking
Consider a call center, or any department dedicated to answering support calls from clientele. The analytics from your VoIP solution can allow you to track which clients take up the most time on the phone, letting you know that these clients may need some extra assistance, or may be encountering an as-yet-unidentified issue. If this information is leveraged and ultimately helps to free up your support staff, they are more able to attend to the needs of your other clients. Many customer relationship management systems can be integrated into the mix as well, and in some situations you could track call data back into your CRM.

Sales Commission and Goals
As far as outbound calls are concerned, VoIP gives you the ability to factor call analytics into your commission model, and can collect improved data on what is necessary to complete a conversion. As a result, VoIP lends some assistance to managing your sales team and ability to streamline a sale. Track the duration of a call, the number of follow ups, and the overall hours that go into a sale.

Track Vendor Relationships
VoIP can help you keep your calls under control, especially where your contractors and vendors are concerned. Do you have a feeling your employees are getting stuck on the phone during their interactions with your suppliers? VoIP allows you to record the conversation and note how much time is wasted during these talks.

In short, VoIP allows you to collect invaluable data to inform your business strategy, allowing you to move away from guessing based on gut feelings.

KT Connection’s VoIP platform is scalable, highly-accessible, and gives your business the insights needed for growth and productivity. If you want to embrace these benefits of VoIP, reach out to us at 605-341-3873.


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