CallTower has partnered with Tollring on its Analytics 365 solution designed specifically for Microsoft Teams to “revolutionise” call data insights.
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As a result, Analytics 365 can help organisations to improve customer engagement and team performance while also growing revenue.
CallTower describes itself as a “global leader in delivering unified communication, contact centre, and collaboration solutions”, with Microsoft Teams, Webex by Cisco, and Zoom offerings included. Meanwhile, Tollring provides UC analytics, call recording, and fraud management solutions.
In a related press release, CallTower outlines some of the benefits of implementing Analytics 365: “Incorporating Analytics 365 Call Analytics into an organisation’s communication strategy can significantly increase sales and drive customer satisfaction levels.
“By understanding call queues and unreturned or missed call metrics, users can highlight missed revenue opportunities and drive improvements in customer experience.
“This integrated Microsoft Teams application is purpose-built to help organisations of all sizes manage customer-facing teams and build lasting customer relationships.
CallTower added:
By monitoring call activity, staffing levels and performance, organisations can use intuitive dashboard views and create wallboards to improve performance and meet customer expectations.”
Analytics 365: Key Features
The central features of Analytics 365 include real-time data insights that offer critical analytics on company communications.
Performance can be tracked in order to enhance staff productivity, skills, and efficiency.
Wallboards can be tailored to keep a tab on call queues and ensure service level targets are meeting business goals and needs.
With in-depth reporting capabilities, it is possible to get a detailed view and ensure a full communications breakdown.
Furthermore, complex data is shown in an intuitive way to make it simpler to understand and act upon essential information.
The Analytics 365 call analytics solution is also capable of making predictive analysis, meaning that it can anticipate trends in advance to help in the decision-making process.
Further advantages of Analytics 365 listed on CallTower’s website are simple and quick deployment, E911 emergency services, key add-ons like Operator Console and Call Recording, 24/7 technical support, shared service level agreements with Microsoft, no equipment required on-site, direct connectivity to Microsoft, and more.
It also includes extensive carrier connection with more than 15 voice carriers and over 30 internet peering partners.
Two executives from both companies commented on the partnership. William Rubio, CRO of CallTower, shared his enthusiasm: “We are excited to deliver Analytics 365 Call Analytics as part of our larger Microsoft Teams suite.
The analytics offered by Analytics 365 showcase our dedication to providing cutting-edge technology that empowers businesses to excel in today’s challenging business environment.”
Tony Martino, CEO of Tollring, also voiced his approval: “Tollring is delighted to partner with CallTower to deliver Analytics 365 globally through their channels.
“Coupling Operator Connect with analytics is a powerful combination, both adding value and differentiation to MSP propositions whilst significantly impacting customer experience across their customers.”
CallTower is expanding its Operator Connect offering to Asia Pacific this summer. The announcement, earlier this month, is part of a global expansion, bringing Microsoft’s most innovative voice service component for Microsoft 365 users to more users worldwide.
