Soft-ex and AudioCodes expertise delivers Voice & SBC analytics to optimise companies' transition to hybrid work environments

In today’s constantly-shifting working environments, many companies are increasingly embracing UC and moving away from traditional telephony. Many of those companies are migrating to a Zoom or Teams environment, which offer significant tangible benefits, but also deliver new challenges. In order to properly handle these challenges, Voice Analytics are still very much a necessity, and even more so than before.  

“Companies migrating to a more digital footprint still demand the continuation of the Voice Analytics they were receiving on their traditional platform,” notes Ian Lindsay, SVP Sales at Soft-ex. “They need those analytics to provide them with granular visibility regarding performance, costs, infrastructure and usage patterns. These analytics are even more important during the transition in understanding the metrics regarding user experience.”  

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Hybrid Workplace: More than Just a Buzzword

“Hybrid workplace is not just a buzzword, it’s real,” says Andy Elliot, VP Marketing at AudioCodes. “And while it’s great for workforce flexibility, it also means increased complexity for service providers and IT professionals.”

A hybrid work environment indeed poses new challenges for IT teams, who now have to manage existing PBXs as well as new collaboration platforms such as Microsoft Teams and Zoom in order to help employees work from anywhere.  

“Analytics and management of this converged UC environment is more critical than ever, both to help enterprises understand user adoption and optimise their network, and to help service providers simplify billing and offer valuable insights to their customers,” Elliot explains.

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How Does Soft-ex Help Clients Navigate the New Hybrid Complexity?

Soft-ex has over 30 year of experience delivering comprehensive billing and analytics solutions. Adding that to AudioCodes SBC expertise, the company is well-equipped to help service providers and their customers navigate voice complexities within the new hybrid environment.  

“AudioCodes SBCs sit at the hub of the network in a hybrid enterprise, providing connectivity, security and seamless integration to platforms such as Microsoft Teams. They do this as an integral part of the network or as a cloud-based subscription service,” Lindsay explains.

Being at the core of the network, AudioCodes SBCs are able to provide valuable data on network utilisation, user activity and other important parameters. That intelligence is then used by Soft-ex to present valuable analytics and insights to enterprise IT teams and service providers, so that they can get the most out of their UC infrastructure.  

“It is this important information that can deliver efficient and quicker transition to the hybrid work environment, ensuring excellent quality, customer service and user adoption,” says Lindsay. “Bringing together class-leading technology from Soft-ex and AudioCodes is a win-win situation for our clients.”  

The Soft-ex solution offers a unique feature by integrating the MS Teams and SBC call detail records. This in turn provides a comprehensive set of analytics and allows optimal bandwidth management, channel utilization, occupancy and peak thresholds management.  

“This information, when combined with the ability to identify devices that haven’t been used in any given timeframe, provides total infrastructure management for service providers or enterprise IT teams,” Lindsay concluded.

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