Decision Intelligence can Now Turn your Phone Calls into Profit

Decision intelligence is expanding at an exponential rate and has proven to be a lucrative industry

Business choices are more crucial than they have ever been. They need to be faster, more exact, automated, and aware of all of your company data with the help of decision intelligence. Any decision comes with a long list of responsibilities to fulfil. To make the most of your data and ensure that you are taking measures that will help your company, you must strengthen your decision-making procedures. Combining creative ways of interacting with and acting on vital business data can help you reach a new level of data-driven decision-making. As defined by Gartner, decision intelligence empowers your teams to take decisive action that leads to the greatest potential business results.

Most businesses are unable to fully exploit the information that they have mistakenly rendered inaccessible due to several, siloed communications apps. Make a simple checklist. How many communication applications does your company now use? Count the number of communication applications for business phones, instant messaging, video meetings, and contact canters across all functions, locations, and business units. If your firm utilizes Microsoft Teams, this is a fast litmus test. If you do, you'll need at least two extra communication applications since you'll also require a contact centre app and, in most cases, an external calling solution.

Perhaps the following example of a decision-making process is familiar: You've gathered data, visualized it, and discovered crucial insights that will impact your organization, and stakeholders have utilized those insights to make choices using dashboards or reports. After making a final decision, the process begins all over again. It's a pretty linear and iterative procedure. After the initial data is obtained, decisions might be made days, weeks, or months later. Predicting outcomes is heavily influenced by previous performance and behaviour. Traditional decision-making methods, such as the one described above, are becoming less successful in today's corporate world. The complexity of internationally networked businesses, as well as digital disruption across all industries, has added an element of uncertainty to forward-thinking decisions.

In March 2021, CIO.com contributor Maria Korolov wrote that decision intelligence allows your company to combine traditional decision-making processes with advanced technologies like AI, machine learning, intelligent apps, and natural language queries (NLQ) to "transform data dashboards and business analytics into more comprehensive decision-support platforms." You may now make judgments based on more than just previous performance thanks to decision intelligence. You may utilize your data and technologies to investigate intricate data correlations and ask questions such as, "How will this action influence my firm next year? Your BI tools may offer data that corresponds with your current inquiries using powerful AI like NLQ, so you don't even have to ask the proper business questions to obtain impactful responses.

As a consequence, the data from each of those applications aren't combined into information that may help businesses make better decisions. An incoming phone call is a simple approach to demonstrate this idea. Consider how many phones your business gets daily. There are eight different ways to handle each incoming call:

1. voicemail: Leave a message for the specified recipient on voicemail.

2. Direct extension: The consumer dials a direct extension to reach someone at your firm. It's the option that says, "If you know the party's extension, dial it immediately."

3. Receptionist/switchboard: Calls are directed to the proper party via a central number and a receptionist/switchboard.

4. Auto-attendant: The customer's phone experience is automated with notifications that allow them to choose a department number.

5. Ring groups: Depending on who is available, a ring group of employees can answer an incoming call and guarantee that all calls are addressed.

6. Call queues: Calls are routed over a virtual line and answered according to their position.

7. Intelligent IVR: To automate call routing, an interactive voice response incorporates natural language processing.

8. Virtual agent: Artificial intelligence (AI) streamlines operations by answering inquiries like whether or not a certain item is in stock.

The interaction creates data regardless of how the incoming phone call is handled. Separating such interactions into distinct, independent programs stops you from realizing their full potential. The magic comes when the data is organized through aggregation, transformation, and presentation (ATP), which is only possible with the help of a communications platform.

It all starts with gathering and storing all of the data so that it may be accessed quickly and accurately. Most businesses must stop at this point because they cannot do so with data from siloed communication tools. Companies that use current communications systems may go one step further and turn aggregated data into information. Finally, the facts may be presented in a credible, intelligible, and actionable manner.

As a result of the pandemic, several firms rushed to invest in communications technology to retain organizational resilience. Many firms are now re-evaluating their present communications environment with a fresh respect for communications' strategic role. Consider a modern communications solution that integrates business phone, text messaging, videoconferencing, phone calls, contact center, and digital channels, such as SMS and chat apps, into a single platform that makes it simple to take advantage of the decision intelligence capabilities locked up in all those communication apps across your company today as part of the re-evaluation process.