CloudquestionsContinuing the series of questions coming out of our webinar, “Best Practices in Deploying Communication Applications: Cloud vs On-Premises vs Hybrid“, let’s ask the question:

#6 What kind of real-time analytics and linkage to business intelligence solutions are possible?

When you are evaluating cloud solutions, it’s not enough just to have a cloud platform run your application, you also want to understand how people used the application. You want to know how often people interacted with the app… what channels they used (voice, SMS, IM, web, Twitter, etc.)… how successful they were… etc., etc.

You want to be able to get reports that show you the usage – and dive into the business processes. Where in the call flow of the application did people hang up? Where did they start to press “0″ to get to an operator? Where were you able to successfully upsell them (if that is a goal) and where were you not? What can you do to make your application more successful?

You need to be able to get this data in real-time, too. If you have launched an outbound campaign calling people, you want to be able to see the results in as close to real-time as possible. If you can spot trends where the app isn’t working so well, you can try out fixes to see if you can change the results while the campaign is underway.

You also want to be able to tie these results into the business intelligence systems and “dashboards” that you already have within your business.

Can your cloud do that? If so, go nuts! If not, either find a cloud that can or look at a premise solution that can deliver.

Interested in learning more about how Voxeo’s cloud can help you?

Originally from Voxeo Blogs