We know from experience that certain cohorts of enterprises require high-quality analytics with their UCaaS (Unified Communications as a Service) deployments. These include sectors such as government, healthcare, legal and retail. Typically, there is a compliance requirement sitting behind the need for highly accurate, real-time data. For example, when monitoring agent performance, supervisors must act at once. If the data is delayed, they are likely to make mistakes, causing a CX issue.

The development of real-time capabilities took us the longest time, but Akixi is now the only vendor in market with a real-time bot engine. This capability enables service providers and their channels to address the entire spectrum of use cases, not just a sub-segment. It’s also important to note that the businesses requiring real-time analytics tend to be much larger and less price-resistant than average, leading to increased profitability of Microsoft Teams attach services.