Microsoft Teams has announced “Call Record Insights” to help businesses effectively interpret and act upon call data within the Teams platform.
Call Record Insights includes automated call record retrieval, simplified data transformation, secure storage, no-code deployment, powerful analytic capabilities, and more.
Previously, businesses had to create their own custom solutions for accessing and managing call record data. Furthermore, the sheer quantity of data produced through Teams calling made analysis and reporting preparation a major ordeal to deal with alone.
Justin Walker, Microsoft employee on the Microsoft Tech Community, outlined the benefits in a company blog post announcing the solution:
Call Record Insights is not just a solution; it’s a gateway to unlocking the full potential of Teams call records.”
“By simplifying data access and analysis, it empowers organisations to make informed decisions, enhance operational efficiencies, and uncover new opportunities.
“Start your journey towards data mastery today and leverage the rich insights waiting within your Teams call records.”
Walker explains that Call Record Insights offers full sovereignty over your data, including End User Identifiable Information. All storage and processing also take place within Azure subscriptions.
Solutions can be scaled to fit any size of organisation, whether they are small teams or large enterprises.
Query performances can be adapted to meet specific requirements for improved speed and efficiency.
Call Record Insights: What’s Included?
According to Walker, the solution “elegantly addresses these challenges, transforming the way organisations interact with their Teams call data”.
It achieves this with automated retrieval of call records as they become available, taking advantage of Graph APIs to ease data gathering.
Call Record Insights turns complex JSON data structures into a simplified format that is ready for analysis.
Secure and efficient data storage in Azure Cosmos DB and Kusto (Azure Data Explorer) keeps the data both safe and accessible.
There is no coding required in order to deploy the solution, which means less work for the IT department or savings on third-party programming costs.
Its data analytics are “quick and powerful”, leveraging Kusto Query Language (KQL) to provide instant insights like call duration and type.
Kusto Dashboards include a custom insights overview, which provides a simplified snapshot of information extrapolated from call records.
Complex reporting challenges are simplified through the use of Azure Data Explorer’s features, such as anomaly detection.
PowerBI can be integrated to create custom views with your own custom DAX measures and columns.
Azure’s infrastructure, like Azure Event Hub, Kusto, Cosmos DB, and Azure Functions, provides scale and resilience.
Finally, due to Kusto’s built-in connectors, call record data can easily add further call record information to enhance insights, such as by introducing location and ISP mapping.
Other titans of the call recording insights space include Tollring, CallCabinet, Evolve IP and Dubber.
In October last year, Evolve IP and Dubber partnered to develop an AI-powered call recording platform for enterprises. “Anywhere Call Recording” enables businesses to capture, assess, and react to important conversations.
Last month, CallCabinet released the latest iteration of its AI Conversation Analytics solution, which includes new intelligence functionality that will improve user experiences.
