Microsoft Teams is now one of the world’s most popular platforms for communication, collaboration, and productivity. In 2023, the platform had more than 320 million monthly active users, soaring ahead of competitors like Zoom and Slack.
As customer experience (CX) becomes increasingly critical to modern businesses, it’s essential for modern enterprises to leverage CX analytics to stay competitive and meet evolving customer demands. Microsoft Teams call analytics and reporting capabilities can provide valuable insights into customer interactions, helping businesses optimize their operations and drive growth.
Here’s how both end-users and service providers benefit from CX-focused value-added services within Microsoft Teams.
Adding Value-Added Services to Teams: User Benefits
For years now, prioritizing customer experience has been a crucial focus for businesses in every industry. Forrester research shows that companies with excellent CX strategies earn up to 5.7 times more revenue than their competitors.
Delivering consistently exceptional experiences in the voice channel requires companies to have comprehensive access to insights into their customer’s journeys and preferences, so they can adhere to evolving needs. More importantly, these organizations must ensure their CX-focused team members can access the information they need in the platform they use for day-to-day work.
When service providers work with technology leaders to expand the functionality of Microsoft Teams, they can bridge the gap between collaborative teams and critical CX insights.
Building CRM integrations, call center reporting, and business insights into Teams leads to:
Faster, More Efficient Business Insights
An excellent customer experience relies on a company’s ability to optimize and improve their day-to-day operations. Service providers who build intelligent reporting tools into Microsoft Teams, give companies faster access to the essential data they need to make intelligent growth decisions. This could include optimizing when they need most people on the phones, when they need to hire more staff, and how productive their agents are, for example.
Akixi’s technology instantly surfaces information for Microsoft Teams users, eliminating an average of 15-minutes of data collection delays. Faster insights lead to greater productivity and efficiency in an organization, and better opportunities to enhance customer satisfaction, with a data-driven approach to service.
“Akixi CX introduces actionable sub-1-second real-time reporting for Microsoft Teams PSTN and internal calling, combining historical and real-time data into actionable call insights. The proprietary Akixi botPool technology allows collecting call events directly from MSFT Teams instance, eliminating approximately 15-minute data collection delays when using the default MSFT Graph API integration method.”
- Michal Podoski, VP Innovation at Akixi.
Plus, Akixi empowers companies to access and track specific, actionable call insights, relevant to their specific vertical or goals. Real time insights eliminate collection delays. This means companies can leverage data that drives measurable results.
Native Teams User Experiences
Studies show the average desk worker uses anywhere up to 11 applications each day to complete tasks. This leads to a lot of time wasted, navigating between apps, tabs, and screens. When a service provider integrates analytical capabilities and CRM technology into a native Teams UX, it eliminates the issue of constant “context switching”.
Users can leverage all the insights they need within a familiar and consistent interface, without being overwhelmed by multiple different pieces of technology. Service providers can help business leaders to empower their agents - with real-time screen pops, showcasing previous caller histories, buyer profiles, and preferences. This leads to opportunities for powerful data-driven personalization, providing agents with recommendations and strategies to customize conversations, without requiring them to navigate through numerous apps and screens.
