By: Tony Martino

As customers expect seamless, personalized and proactive services, a robust Customer Experience (CX) strategy is essential to any business. With superior customer experience, a business can not only build customer loyalty, unlock revenue streams and reduce churn, they can also achieve brand differentiation. Confirming the value of CX, the analyst firm Cavell reports that 21 percent of organizations consider improving CX a top strategic priority.

Cloud communications analytics is a vital ingredient to any successful CX recipe. What makes today’s analytics so valuable is that services can be accessed by organizations of any size to manage both their customer-facing teams and to build lasting customer relationships. As well as being a vital tool within a CSP’s own business, analytics is the perfect value-added service to add to their ongoing sales proposition.  

Analytical insights into both internal and external interactions enables a CSP and its customers to unlock the full potential of their communications data, driving CX, growth, innovation, and competitive advantage.

Adding Value with Call Analytics for Microsoft Teams

The market for calling within Microsoft Teams is expected to grow significantly as businesses migrate from traditional telephony systems. Teams Phone users now total over 20 million active monthly users, and demand continues to rise. In addition, the global Unified Communication as a Service (UCaaS) market is showing no signs of slowing down. From being valued at $48.79 billion in 2023, it is projected to grow from $56.75 billion in 2024 to $215.53 billion by 2032, exhibiting a CAGR of 18.2 percent during the forecast period.

There is a huge opportunity for CSPs to leverage this growth with analytics. With insights into usage patterns, collaboration trends, and performance metrics, CSPs can uncover new revenue opportunities and help their enterprise customers to maximize productivity.

A cross-functional analytics suite that can make full use of Microsoft Teams data will enable a CSP to cater to a diverse range of business needs. For example, Call Analytics can deliver a window into call queue performance and engagement. Call Recording can provide secure, AI-powered insights across every conversation. And Collaboration Analytics will offer a comprehensive view of team dynamics. The combination of all three capabilities with a consistent user interface will enable CSPs to offer the features that meet their own and their customers’ operational and insight needs.

The key to enhancing Microsoft Teams voice capabilities is to offer a seamless setup, rapid deployment, and an intuitive interface, enabling CSPs and their customers to enjoy a sophisticated, future-proof tool with minimal investment.

Unlocking the Power of Call Recordings

Until recently, qualitative insights locked away within call recordings were only accessible with manual effort.  Today, the latest AI-powered analytics can unlock information held in Teams call recordings and transcripts, analyzing conversations