Modern businesses don’t want bog-standard cloud-based communications; they want visibility, control, and the ability to improve CX at every touchpoint. That’s the genuine, tangible transformation they’re seeking. But here lies the rub: many modern cloud UC platforms don’t offer the sophisticated analytics or insights to fulfil that promise.
That leaves service providers, whether you’re a telecoms provider, a Managed Service Provider (MSP), or a systems integrator (SI), stuck trying to sell platforms that don’t tick the boxes businesses are properly prioritising.
Akixi changes that dynamic. Adding a robust layer of real-time CX intelligence and analytics hands service providers the competitive edge they need to win more complex, better-value deals and, just as importantly, illustrate that they are far more than just a provider of tech.
- Akixi Reveals how Service Providers can Add Value for Healthcare Customers
- How to Generate Business Value with CX Analytics in Microsoft Teams
Closing the CX Expectation Gap
Many businesses moving from legacy platforms like Cisco CUCM or Mitel assume they’ll lose nothing in terms of analytics when switching to modern cloud UC platforms like Microsoft Teams. After all, they’ve had access, even if limited, to CDRs, usage reports, or custom wallboards built over the years. What they often don’t realise is that these insights were typically enabled via bolt-ons or bespoke tools, not by the platforms themselves. When they move to cloud UC platforms like Microsoft Teams, they often expect the same. Instead, they hit a wall.
Teams’ built-in PSTN Usage Report, for example, was never designed for operational visibility. It logs basic external call activity, Direct Routing, Operator Connect, Calling Plans, but fails to capture how calls move within a business. Internal transfers, Auto Attendant hops, Call Queue routing are often simplified or completely absent.
That creates a fundamental visibility gap. A customer call passed between departments might show up as a single inbound call, erasing the operational complexity. For organisational IT and CX leaders, this makes it virtually impossible to trace with precision how customer interactions are handled, where delays happen, or how well teams are performing.
Service providers feel the impact too. Without this insight, it's hard to differentiate, hard to justify value, and harder still to lead a transformation conversation.
This is the CX expectation gap, and for many service providers, it’s increasingly alarming.
Akixi bridges that very gap. Its reporting and analytics tools bring business-grade CX visibility to modern UC deployments, helping providers meet the standards their customers expect without having to build everything from scratch. It’s fundamentally about staying ahead rather than keeping up.
Why Advanced CX Closes Bigger Deals
The bigger picture is that Akixi isn't just adding bells and whistles for service providers but completely reshaping the value proposition. With Akixi's capabilities, you’re selling tangible outcomes rather than a platform.
Akixi gives you the tools to speak your customers’ language. You can show them real usage data. You can demonstrate how integrated analytics and call reporting can maximise revenues, optimise staffing, or improve first-call resolution. Crucially, you can back all of that up with dashboards and reports tailored to their distinct needs.
