Vendors Won’t Fix Your Analytics Problem. Partners Will.
A vendor completes a transaction and moves on. A partner stays until the result shows up. That gap explains most analytics failures in contact centers.
The real issue: incentives, not technology
Most teams don’t struggle because the tools are bad. They struggle because access to data is gated, handoffs are slow, and success is measured in tickets closed instead of outcomes achieved. When incentives point to the product, not the customer, everything takes longer and delivers less.
A story I’ve seen too many times
We began working with a great company. Smart leadership and clear goals. But their telephony system, the source of every customer conversation, was managed by a third party. Collaboration should have been straightforward: connect, share data, get to work. Instead, we met resistance. The vendor positioned a competing add-on and slowed down the integration. Months passed. No usable data. An extra invoice appeared for work we routinely include to get clients to value quickly.
That is not a technology problem. That is a misalignment problem.
How to spot a partner early
- What happens when something slips? Listen for ownership and speed. Partners describe who joins the call, how decisions are made, and the plan to recover. If you hear “We’ll file a ticket,” that is not a plan, it is just a queue.
- How do we measure success and what if we’re off track? Partners connect milestones to business outcomes. Vendors point to SLAs and consider the job done.
- Tell me about a time you pushed back on a client request. Good partners practice constructive pushback, explain the “why,” and offer a better path. Order taking is easy. Progress is not.
Why vendor behavior stalls analytics
- Data gatekeeping: When the platform that captures your calls also sells analytics, collaboration can turn into competition. Access slows, and insights stall.
- Slow integrations: Weeks become quarters. Meanwhile, you are guessing on coaching, QA, and customer pain points.
- Misaligned billing: You pay for groundwork a partner would include to reach outcomes faster.
What working with a partner feels like
- Your data, unlocked. Moving data should not be the hard part. It isn’t with us.
- Shared plans. We co-own a roadmap that ties technical work to business results.
- Proactive reviews. Weekly checkpoints focus on risks, decisions, and next actions.
- Fast first value. Lightweight integration, iterative releases, measurable wins.
The cost of waiting
Three months without conversation data does not just delay a dashboard. It delays better coaching, clearer insights into customer friction, and faster leadership decisions. Opportunity cost compounds quietly and rarely shows up on an invoice.
How we show up at Zenylitics
- Our philosophy is simple: protect outcomes, not products.
- We stand up integrations quickly and, in typical cases, at no extra cost.
- We define success with you and report against it openly.
- We push back when a request will not help, and propose what will.
- We are reachable, accountable, and focused on removing blockers, not creating them.
If you are ready for insights from your conversations that actually change results, we are ready to partner.
FAQ
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What is the fastest path to value?
Start by ingesting a slice of historical and live calls, agree on a tight KPI set (coachability, silence, intent, compliance), and ship your first playbook within days. -
Can you work with our current stack?
Yes. We integrate with common CCaaS and telephony providers. If a third party drags their feet, we escalate with you and explore alternate paths to keep momentum. -
How do we know it is working?
We baseline outcomes together, review weekly, and adjust based on data, not hope.