Performance + CCaaS Is improved performance of your prospect’s workforce the main KPI they hope to hit for their organization? If so, you can presume they are a more sales- and marketing-focused business, which is helpful information to store as you search for the right provider for their technology framework. That said, customer retention in the customer service contact center is also a measure example of a performance KPI. Data Analysis As we all know, sales is a numbers game. For organizations with inside sales teams, as well as those that engage in some form of marketing outreach, minimizing costs and maximizing revenue is the name of that game. And the truth is that data is going to be the one of the true equalizers in understanding performance. How can a CCaaS solution help improve data analysis? Ask your prospects the question, “Do you possess the technology to automate and optimize sales and marketing outreach across a variety of voice and digital channels?” If the answer is no, then CCaaS is the clear solution to turning their no into a yes. With the ability to integrate with a vast number of data sources, including many leading CRMs and ERP (Enterprise Resource Planning) systems, modern CCaaS solutions provide a wealth of data analysis tools to help adopters measure their performance. For instance, telephone outreach campaigns can be designed more efficiently using historical and real-time data to determine on a granular basis (typically hourly) the best ratio of outbound calls per agent to connect as many callers to agents as possible and increase the likelihood of a sale. Similar analytics can be conducted on digital campaigns (predominantly email and SMS). GOAVANT.NET