Communications Blog • 4 MIN READ

The Importance of Real-Time Analytics in Delivering Real-Time Performance

Eric Bauer

Written by Eric Bauer

There is an old tale about a young man who continually longed for the past. He was so convinced things were better back then, he completely missed the here and now. As a result, his life simply passed him by. Much the same can be said about organizations using reports, rather than real-time analytics, to manage the performance of their unified communications environment.

There is much discussion about how to best use reports to gain an accurate understanding of trends. However, there are some important limitations inherent with relying upon reports, and they all center around the fact reports, by definition, show what has occurred after the fact. Reports are great at telling you what already happened, but they leave a critical gap when it comes to what's happening right now.

Unlike email, real-time communication isn't an asynchronous technology—end users expect to receive an immediate response. Real-time communications require real-time insight to gain a complete picture of what's going on. If you only rely on reports, you won't be able to fix problems that could be having a detrimental impact on your business.

As an example, if an organization is reviewing their conference calls from the previous week and notices 5 of the calls experienced bad quality. On the surface it might appear that 5,000 people were impacted. If, however, you were to instead look at real-time analytics, you'll be able to look at the call right as it happened. You may then determine there is some commonality between 200 people. Drilling down you may find one hundred of them are in the same location with 25 on the same network switch. The situation can be identified in real-time and remedied sooner, rather than waiting for reports after the fact.

So how do you begin the journey to real-time analytics? It all begins when IT operations make the conscious decision to stop relying on after-the-fact information from reports. The overall goal is to increase the level of service given to end-users by leveraging a real-time solution. That opens the door to troubleshooting and fixing potential issues right as they happen. If your business is ready to embrace real-time analytics, you'll require a third-party solution (like Prognosis) and it is important to consider the nature of the application you're trying to manage. Whether it is Avaya, Cisco or Microsoft Skype for Business, there are different solutions for each - it can become even more complex if you have a mix of technology, this is where Prognosis can help.

Another reason companies may not adopt real-time analytics is the common misconception real-time analytics is way too expensive to adopt. Now, this may because in the past it would require placing intrusive components on the network that were both technically challenging and cost prohibitive. Technology has changed drastically over the past few years. In fact, Prognosis does not require anything to be installed in the network. We're breaking down the barrier to entry by making it both easier and more affordable.

Of course, real-time monitoring isn't meant to replace reports completely. There's still value in analyzing past information and identifying trends. There are insights you can get from analyzing massive amounts of data over time that real-time analytics doesn't provide. It's not one or the other—you can analyze data in real-time while also preserving the reporting aspect when it's needed. At the end of the day, real-time insight across your communication system will simply give you a better chance of actually fixing issues as they arise. It ends up saving both time and money in the long run.

Topics: Communications

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