Are we really aware of how crucial it is for companies to analyze Unified Communication data? This data hides essential information for your business growth: constantly analyzing your communications data enables you to understand your service weaknesses and turn them into opportunities.

This is what we focused on when we started developing Mida new reporting application Mida Call Analytics, officially released in Q1 2022.

 

Mida Call Analytics is much more than the basic reporting systems you may have used: we understood that this type of tool is not sufficient to provide enterprises with actionable insights they can use to optimize their business processes. For this reason, last month Mida added to its portfolio a new comprehensive and professional business reporting solution which makes it easier for companies to understand what information is hidden behind their UC data. We, therefore, decided to abandon the UC basic reports – as they were conceived in the past reporting application-  to exploit Business Intelligence technologies to design a new top-quality reporting tool which enables to elaborate data in many different graphical forms and to integrate them with any other business-related data.

 

“Given the essential role that data analysis plays in business growth, we chose to design a solution integrated with Microsoft Business Intelligence platform (Power BI). It is compatible with legacy PBXs, Microsoft Teams and Zoom environments to enable as many companies as possible to harness the power of this new tool to grow..”, says Attilio Licciardello, CFO at Mida Solutions, “Our solution is designed to be flexible: according to which type of data you need to analyze, you can choose between three different sets of reports, available in CSV or PBIT for Power BI, that gives you the possibility to extract important information about your UC.”

 

Mida Call Analytics is based on three different modules:

 

  • ENTERPRISE ACCOUNTING MODULE: this module helps you to analyze business processes, the phone traffic divided per cost center, the cost attribution, be aware of the value of your conversations, verify the real use of telephone infrastructure (also with multi-tagging) by aggregating data services not only for geographical criteria.

  

  • CONTACT CENTER MODULE: this module allows you to improve both the service (e.g. by knowing for example how it is performing, if there are some weaknesses, verifying compliance with SLAs, and monitoring improvements…) and agents’ performances (e.g. analyzing their KPIs, knowing if they need extra training or if the size of the team is adequate to manage for example peak loads).

 

  • COMPLIANCE RECORDING MODULE: this module easily provides customers with key information on their recorded conversations, helping verify and track that recordings are in compliance with the latest privacy and security regulations. Another important aspect of this module is the “call match” function: this feature basically verifies that the number of calls that have transited through the PBX are equal to the number of recorded calls. This element is helpful to identify if and when there are errors in the call recording system. This check is essential for compliance purposes and ensures that the company is effectively complying with the relevant legislation.

 

 

As anticipated, for each module, Mida provides a set of ready-to-use template reports containing all the standard and most important KPIs. 

One of the great innovations of this new product is the possibility to obtain almost infinite types of other reports:if you feel the template reports provided are not enough for your analysis you have the possibility to create your own personalized reports based on the direct access to the database. With specific views based on the module you have chosen, you can create new types of reports, which complete your personal picture on your UC. From a business management perspective, it is helpful to identify critical points and unexploited potentialities of the service itself. 

Mida provides all the documentation needed to read and analyze template reports, to know how to aggregate your UC data as efficiently as possible, and how to use database access to obtain your custom KPIs.

 

Do you want to go deeper into this product? Feel free to contact us by filling this form, we’re more than happy to answer all the questions you may have.