Call analytics has always been an essential feature of the communication environment. An analytics strategy ensures that businesses can make educated decisions for their customers, teams, and products. As various other technologies in the UC space have moved into the cloud, many vendors have struggled to provide the same functionality for call analytics in a hosted environment.
Xarios Technologies, an independent software vendor, specialising in communication applications, is taking steps to rectify this problem. Established in 2007, the company develops, designs, and supplies a host of advanced telephony applications for small and mid-sized enterprises. Recently, the company announced that they had big plans for this year when it comes to delivering cloud-based infrastructure solutions.
I caught up with Robin Russell, the CEO of Xarios, to find out more about the rising demand for cloud call analytics, and how Xarios can support actionable insights from real-time and historical data for customers.
Why Are You Shifting Focus into the Cloud with Xarios Dimensions?
Russell had told me about the impending delivery of "Xarios Dimensions," a new cloud solution for call analytics and insights just before KAZOOCon. He noted that Xarios' extensive background in reporting and call analytics made moving to the cloud a natural step forward for the business. Xarios is launching Xarios Dimensions on the 2600Hz Kazoo Framework, which will help the brand to deliver the enhanced and reliable CX solutions that their customers expect going forward.
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Robin Russell[/caption]
Dimensions is the first venture that Xarios has made into the cloud analytics market, and the decision comes at a time when CX and cloud technology are both critical considerations for businesses. Russell told me that as of right now, Xarios is straddling both the old and new worlds of communication when it comes to serving their users. "Call analytics in itself is a historical technology. It's something that companies have always needed, as metrics reporting, and analytics are a table-stakes consideration in any business."
However, with its cloud strategy, Xarios hopes to offer something different to today's users, by providing them with the same quality of reporting and analytics technology that they'd find on-premise. "Up until now, many vendors simply haven't considered what their customers need in this area. They've seen analytics as just a tick in the box, rather than a business essential. Companies have been so lost in the fog of cloud UC, that they've lost track of one of the most valuable features that their end-users need."
What Kind of Trends are You Seeing Today?
According to Robin Russell, there's been a general and overarching shift in the communication industry from both resellers and service providers. Everyone seems to want to put their customers in a cloud environment to help them grow more rapidly and save money. However, in a rush to move people into the cloud, features and functionality are often being overlooked. "You don't always get the same feature-rich functionality you'd need from a desktop client on the cloud. People aren't getting access to the CRM integrations, reports, and analytics they need, which means that they end up reverting to on-premise in some cases."
Russell told me that Xarios is attempting to overcome this problem of replacing on-premise technology with less feature-rich cloud solutions by taking a new approach. The Xarios brand, its "Dimensions" technology aims to put the functionality that most providers are missing back into the cloud environment.
