It’s no secret that Microsoft Teams has taken the world by storm.
Offering a comprehensive platform for productivity, communication, collaboration, and employee engagement, Teams is paving the way for the new era of work. As of 2023, the number of users on the platform has skyrocketed to approximately 280 million, and demand continues to grow.
Part of what makes Microsoft Teams such a compelling solution for enterprise leaders, is its flexibility. From day one, Microsoft has worked hard to produce an open and extensible platform, capable of adapting to suit different workforce requirements. Not only are their specialist tools available for government, educational companies, and field service workers, but the vast Microsoft Teams partner ecosystem offers amazing flexibility too.
Companies can use the flexible ecosystem to add as many new functions as they like to their platform, to suit changing business requirements. However, most businesses will still prefer to avoid implementing too many disparate tools into their landscape. After all, the more plugins and apps users leverage, the more complex their ecosystem becomes.
Fortunately, there’s a better way.
Building on Teams with One Integrated Solution
Leveraging an all-in-one integrated solution for Microsoft Teams can provide enterprises with the tools they need to enhance mobility, support their changing workforce, and improve insights in an instant. After all, most companies looking to build on Microsoft Teams are searching for a way to address core goals, from the need to cut costs, to the demand to improve compliance and productivity.
Achieving all these targets doesn’t have to mean investing in multiple disparate tools. All companies really need is one unified cloud-based solution for conversation capture and analytics. With an all-in-one solution for conversational intelligence, companies can:
1. Leverage Complete Business Visibility
Visibility is crucial to running a successful business. The more information companies can track from conversations hosted both internally and externally , the more they can make intelligent decisions for growth. Cloud-based unified call recording and conversational intelligence can capture information within the Service Providers’ network from across a range of different communication platforms, and store it one place.
Users can collect data from calls, video interactions, messaging, meetings, and more, without having to leverage different services. The right solutionwill even make it easier to combine information taken from Teams meetings with call data from the legacy PBX system.
With advanced features like keyword analytics, AI-enriched insights, and real-time search, companies can tap into the huge volumes of data they access on a daily basis, with ease. The best platforms offer brands a way to pause and resume recordings (for compliance purposes), record on-demand, and even set up instant alerts and notifications related to specific keywords.
The result is a more comprehensive view of not just the operations of the business, but also the critical factors responsible for determining which steps businesses need to take to improve revenue.
2. Enhance Team Productivity
Microsoft Teams is designed primarily for the age of hybrid work, where companies are supporting distributed staff members across a host of different environments. Recently, Microsoft even began investing in new mobility solutions to support employees on the move, and started providing access to Operator Connect Mobile for telephony consumers.
However, unlocking the true benefits of Microsoft Teams can be difficult without the right enhancements in place. A powerful conversational intelligence and call recording solution can assist companies in generating the most value and productivity from their teams. With a call capture solution in the cloud, companies can access infinite scalability when recording useful information and tracking important details about sentiment, topics, and intent.
The right solution will eliminate the need to implement complex and time-consuming hardware and solutions, and lead to new opportunities for sales and service upgrades. An intelligent solution can banish the risk of inaccuracies in call recordings, provide employees with more useful and insightful data about customers, and deliver insights into how to close more deals. Leading solutions even come with access to automation capabilities to save users time on data recording.
Frank Cammaroto, Director Product Engineering & Operations at Dubber, speaks about the development of the company’s AI conversational intelligence solution: “We’ve seen first-hand how conversational intelligence supports team productivity and business growth through Dubber’s market-leading, Microsoft-certified, compliant call recording solution. We’re dedicated to helping Service Providers give their end user customers the best experience through an advanced conversational intelligence tool for Microsoft that is cloud-native, secure, and delivers scalability at the same pace that customers need to grow. Using AI, Dubber can detect significant Moments during conversations over Teams, enabling organisations to gain conversational insights and keep track of the context within conversations. This innovation revolutionises relationships between service providers and customers by ensuring conversations lead to impactful outcomes and providing customers with the resources to focus on running their core business.”
3. Improve Compliance
The shift to more flexible modes of work can deliver many benefits to brands. With hybrid and remote teams, companies can improve productivity and engagement, while reducing overhead costs. But there are still challenges to consider, particularly in regard to security and compliance. While some forms of information can be recorded and stored on Microsoft Teams as standard, companies with specific regulatory needs will need a more advanced solution.
Partners in the Microsoft network capable of offering intelligent compliant call recording solutions give companies the freedom to improve call compliance, without compromising on user experience. The right tools will allow businesses in all regulated industries to collect crucial insights and data from conversations across the communication landscape.
Dubber’s Frank Cammaroto comments: “Unified Call Recording and voice data are central to meeting compliance mandates – from the practical answering of the need to record calls from anywhere, to knowing the customer through AI-enriched insights – and enabling continuous compliance through alerts and workflow automation. Dubber has the ability to add extensive value to Operator Connect by allowing service providers to conduct compliant unified recordings through to Teams for any meeting of any size. ”
Business leaders can use Microsoft Teams with confidence through a conversational AI recording system, knowing they can automatically record, store, and encrypt data. Additionally, the right platforms will provide companies with the controls they need to implement storage holds and requirements for auditing and investigation purposes.
An All in One Strategy for Teams Enhancement
Making the most of Microsoft Teams’ flexible communication and collaboration landscape doesn’t have to mean investing in a host of different tools and plugins. Through one single partner solution, companies can access a range of tools, built to help them achieve their goals.
A comprehensive and intelligent call recording platform embedded in the Service Provider network will allow companies to capture more data for less, across the entire communication landscape. It ensures companies can leverage valuable insights and business intelligence at scale to improve customer service. Plus, it provides visibility into the metrics and activities affecting business performance.
With Service Providers offereing a scalable cloud ecosystem, companies can ensure they’re maintaining compliance in the shift to hybrid work, and keep risks to a minimum.
