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Cloud Engagement Maturity Model


Modern
Analytical
Achiever

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Your company falls into the Modern Analytical Achiever category. Companies in this category typically deliver a leading customer experience and have below average costs for their communications and collaboration systems.

Summary

Your company falls into the Modern Analytical Achiever category. Companies in this category typically deliver a leading customer experience and have below average costs for their communications and collaboration systems.

Tech stacks of the Modern Analytical Achievers consist of one cloud system of engagement. They most likely moved to one platform to enable an even lower TCO and have one system of intelligence. They have a full contact center solution and regularly use advanced analytics to drive business decisions. 

Due to the use of a full contact center solution, they are most likely seeing the benefits of this from a customer experience perspective. This enables them to route every call to the right person, have contextual conversations, engage with customers across multiple channels, and allow customers to perform self service functions. 

Modern Analytical Achievers have lots of data from their cloud engagement system, and they capitalize on it by using advanced analytics. While more basic companies typically only focus on historical call detail records and analysis performed in Excel, Modern Analytical Achievers use real-time and prescriptive analytics to make intelligent decisions. Oftentimes, this is done through speech analytics, sentiment analysis, workforce optimization, or next best action recommendation engines. Because Modern Analytical Achievers use one cloud engagement system, the advanced analytics can be performed across one integrated dataset. This means they can easily see advanced analytics across all channels of communication, all without the heavy lifting of data engineering and data scientists. Recommended actions are proactively served up so the company knows how and when to make improvements.

 

Companies who fall into this category are in the most up and to the right maturity possibility, so their challenges are very limited in comparison to their industry peers who are lower on the maturity model.

Challenges

Companies who fall into this category are in the most up and to the right maturity possibility, so their challenges are very limited in comparison to their industry peers who are lower on the maturity model. 

The primary challenge facing Modern Analytical Achievers is making the most of their solution. They have future-proofed their investment so they can deliver a great customer experience with advanced analytics, all on one cloud system of engagement.

 

To improve your enterprise engagement maturity, we’d recommend you:

Make the Most of Your Solution

Opportunities

To further improve your enterprise engagement maturity, we’d recommend you: 

Make the Most of Your Solution 

Increase Adoption and Engagement Rates – Whenever a company rolls out a new system, monitoring adoption and engagement rates are important. Adoption rates should focus on what percent of employees activate their account and use it for the first time. Engagement rates should track the number of monthly active users, weekly active users, and daily active users. Advanced companies also track the amount of cross-functional collaboration that happens, such as what percent of employees interact weekly with people outside of their function. 

Create a Culture of Collaboration – Having one cloud system of engagement allows collaboration to happen more naturally. Everyone is connected and subject matter experts can be easily reached. Executives and managers should make intentional efforts to create a culture of collaboration. Oftentimes, modeling this in small ways such as being active in team messaging rooms can show other employees they should done the same. 

Continuous Improvement – By having advanced analytics across all your communications and collaboration data, new actions can be taken to improve operations. Try focusing on one to two key metrics and working for a month straight to continuously improve them. Once you reach the desired target, then move on to one to two other key metrics and repeat.

To Learn More:

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Cloud Engagement Maturity Model

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