Improve Customer Experience (CX) with Sentiment Analysis and Unified Communications Features

For MSPs and resellers, the competition is about delivering more, faster, and for less. SMB clients expect richer insights into their customer interactions, but they often don’t have the budget or staff for a traditional call center or enterprise contact center.

With the right UCaaS (Unified Communications as a Service) platform, you don’t need the budget or staffing of a call center or contact center.

Because the right platform – a great platform – is about so much more than calling a phone number, answering a call or a chat, and interacting with a customer.

No, the right platform has features like sentiment analysis and call analytics built in. It has the tools that mean business (and business success).

Why Customer Experience Tools Are the Foundation of Actionable Insights and Next Level Customer Experience

Tracking Sentiment Analysis in Customer Interactions

Sentiment analysis uses artificial intelligence and machine learning to evaluate the emotional tone of customer conversations.

Leveraging Call Analytics and Data Collection for Key Insights and Business Improvement

By analyzing calls, it determines whether an interaction was positive, negative, or neutral without managers having to record calls and manually review hours of audio.

Combining These Powerhouse Contact Center Tools for the Big Win

While sentiment analysis reveals how customers feel during the call through positive, negative, or neutral emotional tone grading, call reporting (part of call analytics) shows what’s happening during both inbound or outbound phone calls.

By combining these tools and insights, your clients can up the CX factor and see the complete picture of what’s happening and how it impacts customer relationships.

SMBs Can Use Conversational AI and Call Analytics To:

Make data-driven decisions with actionable insights from real-time speech analytics, call recordings, and call logs. Recognize top agents and improve agent performance. Measure change in customer satisfaction and customer retention. Assist agent coaching and quality assurance.	Break down call data by user, department, or tracking number. Track missed or abandoned calls impacting the customer journey and customer experience. See call duration trends to adjust staffing needs. Compare agent and team performance over time.

How to Pitch It to SMB Clients without Sounding Like Everyone Else

For service providers, this means offering enterprise-grade conversation intelligence and call data insights without a costly cloud-based contact center.

You see the win. But, how do you position it for your SMB clients to make it an easy decision?

“83% of companies claim that using AI in their business strategies is a top priority.” That statistic is validated strongly by a Forrester article on AI that says: “Generative AI is shaping the next chapter of business evolution by helping business users: Create unparalleled customer experiences. Reimagine how they gather, analyze, and act on information. Cultivate new revenue streams and operational efficiencies.”

When Talking to Potential Customers, Focus on Business Value:

✔️ It’s built-in.

• Skip integration headaches. Everything works out of the box so there’s no need for separate tracking software or extra subscriptions.

✔️ It’s user friendly.

• A clean and easy user interface lets managers see key metrics instantly.

✔️ It’s cloud based and scalable.

• Accessible from anywhere encourages team collaboration and supports team efficiency, as well as changing business needs.

A UCaaS Solution Differentiated Beyond Price

Competing on Cost Alone is Risky

Offering call analytics, recorded calls for compliance, and customer feedback tools positions you as a strategic partner.

You don’t just give them what you have on the shelf. You help clients improve customer needs and response times, enhance satisfaction, and protect against security threats.

We help you put the strategic in “strategic partner” because, unlike standalone analytics software, Reinvent’s unified communications platform includes basic features, plus advanced speech analytics and sentiment analysis, all with carrier-grade reliability.

The Cherry On Top?

With Reinvent Telecom’s white-label UCaaS platform, you can deliver these advanced customer experience tools directly within your unified communications offering.

No extra analytics software, integrations, or “cheap contact center” workarounds.

(Throw in a Microsoft Teams integration for better collaboration and win those clients for life!)

Not to mention. . .you own customer relationships. With white-label and co-branded options, you dictate the level of control you want.

With Reinvent’s UCaaS, MSPs Can Deliver More

A great UCaaS solution helps on different fronts, not just for one-on-one customer interactions.

• A rich source of call data for integration with Google analytics on web pages.
• Actionable insights from call analytics for professional services and other industries, giving you the opportunity to expand.
• Scalable tools for new users without complex deployments.
• Optional Microsoft Teams integrations for even more communication and collaboration.

The Takeaway for MSPs and Resellers: UCaaS with Sentiment Analysis and Call Analytics are Must Haves for Success

Sentiment analysis and call analytics are no longer enterprise-only capabilities.

With Reinvent’s cloud-based UCaaS solution, you can provide these features affordably, boosting customer satisfaction, customer retention, and long-term business growth for your SMB clients.

Start meeting your clients’ CX goals today–without overcomplicating operations.

Learn more about Reinvent’s UCaaS platform and customer experience tools now and start your next chapter of success.