How do you evaluate the performance of your telecom campaigns? And what is your strategy for detecting and quickly troubleshooting operational problems? In order to provide a full, instant view of the data that can have a direct impact on such use cases, Khomp is introducing Insight!, a platform that offers support and intelligence for the decision-making process in telephony systems.
“It is a tool with the same powerful analytics features of a business intelligence solution. This is because it offers real-time information such as: network effectiveness ratio (NER) and answer/seizure ratio (ASR), average call duration (ACD) and call attempts per second (CAPS),” explains the leader developer of the system, Everton Fernandes.
From that, it is possible to define a number of factors that influence the performance of a campaign, and also to structure an optimization strategy. “How valuable would it be for you to know the best time to talk to your customers? Imagine the benefits for your company and how you would be able to make the best use of your operational resources by having such information available,” he says.
The intelligent use of Insight! also allows the detection of failures at any point within the telephony ecosystem before they impact the business. “It is very common (and healthy) to adopt more than one carrier to ensure the best cost, as long as there is control over the service price swings that occur periodically. However, without full real-time view of this behavior, price changes will hardly be detected right away, which in the long term can cause a considerable financial impact,” says Fernandes.
Khomp’s new intelligence platform also helps in solving problems that can lead to operation disruption. “Without an immediate view of call handling performance, it is very hard to detect occasional instability problems in the connection to the carriers. This makes Insight! an excellent solution to help the operation manager to make call routing decisions and ensure quality of service,” he says.
Fernandes also recommends using the tool together with other business information. “By intelligently crossing these pieces of information, you can get ideas to improve assertiveness and campaign costs,” he advises.
Insight! and the KMG Monitor
“If you purchased the KMG Monitor before March 2018, the solution will automatically be converted to Insight!, with all the new features available,” announces Fernandes.
However, the company will continue to commercialize the tool, which now has capabilities focused on the monitoring of the telephony infrastructure.
Want to learn more about the new Insight! and Monitor? Please contact our commercial consultants or your system integrator.