139 VIEWPOINT MEDIA & COMMUNICATIONS Tollring’s suite of AI-powered solutions help organisations monitor, analyse and improve customer experience Microsoft Teams has become a powerful collaboration and communications platform and by using its data, insights can be leveraged to streamline operations and help businesses make smart and informed decisions for future improvement. Tollring has developed a powerful suite of analytics and artificial intelligence-powered recording software called Analytics 365 that is designed for, and fully integrates with, Microsoft Teams to enhance employee performance and ultimately improve customer experience. One of the solutions available in the Analytics 365 portfolio is Collaboration Analytics, which helps managers to support their hybrid and remote workers by delivering visibility of collaboration trends and team/ channel activity within Teams. Collaboration analytics reveals the type, habits and methods of collaboration amongst co-workers, teams, customers and suppliers. Managers can then identify key drivers of productivity, drive motivation and support their colleagues no matter where they are based. More companies are now adopting Teams Phone with the focus shifting towards external communication. Understanding and analysing call performance is proven to improve staffing levels and ensure customer expectations are met, which is where the Call Analytics solution can help. A particularly useful metric is unreturned missed calls, which can highlight missed revenue opportunities and significantly impact both sales and customer satisfaction levels. To complete the suite, Call Recording with AI Analytics offers recording capabilities and AI-powered analysis of conversations. This latest solution delivers quick and scalable insights into customer sentiment and behaviours for qualitative analysis of conversations. With features such as transcription, call evaluation and AI-driven keyword, topic and sentiment analysis, companies can now significantly enhance customer experience and employee training through conversational intelligence. These solutions, which are available through Microsoft Azure and AppSource Marketplace, evolve as Teams Phone features develop and adoption rises. The availability of live data, such as ‘calls in queue’, is transforming communications analytics for Teams. Intuitive dashboards and wallboards help businesses to monitor performance in real-time as well as comparing historical data to spot trends and identify improvements in operational efficiency and customer experience. To learn more about Analytics 365, visit: www.analytics-365.com Hilary Oliver is chief customer officer at Tollring HILARY OLIVER: TOLLRING Better communication with call analytics “Analysing call performance is proven to improve staffing levels and ensure customer expectations are met”
RkJQdWJsaXNoZXIy NzQ1NTk=