call analytics for microsoft teams
Understand your customers, drive team performance, and manage service levels to maximise revenue and improve customer engagement.
Call analytics helps organisations of all sizes to manage customer facing teams and build lasting customer relationships. View live and historical data to monitor call activity, staffing levels and performance. Filter calls, select dashboard views and create wallboards to keep everyone informed.
Included FOC in TeamsCall Flat Chat Plans
Unlock insights with Call Analytics: monitor performance, manage service levels, and enhance customer engagement in real-time.
Check out more about these features in this video.
Key Business Challenges
Leverage the Capabilities of Call Analytics
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Track Call Activity and Team Performance
Monitor call activity and performance for the organisation, teams, users, customers and incoming numbers. Select trend periods to understand and manage performance improvement.
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Set Targets and Optimise Customer Journeys
Set business performance targets and rate service levels. See the end-to-end customer journey and address shortfalls before service is impacted.
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Manage Performance with Real-Time Data
Manage performance ‘in the moment’ with live data insights. Track calls waiting in queues, staff availability, and response times to optimise service levels.
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Create Wallboards and Recover Missed Calls
Create wallboards using pre-configured tiles and project them to keep teams informed and focused. View and return missed calls to boost revenue and reduce dissatisfaction.
Use Cases for Reseller Opportunities
Small Business
Busy, multi-tasking staff struggle prioritise call handling during busy periods. Avoid lost business and maintain service by viewing and returning unreturned missed calls.
Support Desk
Deliver a consistent level of service by understanding your customers, analysing call patterns, and optimising resources. Keep staff informed by sharing insight in dashboard and wallboard views.
Sales Desk
Manage performance ‘in the moment’. Understand and replicate the habits of your best performers. Motivate staff by displaying individual and team performance in dashboard and wallboard views.
Highly Distributed Enterprises
Rate and manage customer service across every part of an organisation. Get visibility of unmanaged answer points, remote sites, and hybrid workers.