across departments or indeed the whole business. The resulting insights into customer sentiment and behaviors are delivered quickly, and most importantly, at scale.  And while vital for compliance, organizations of all sizes can now fully leverage their recordings to achieve a new level of insight into customer journeys, trends, and behavioral patterns to drive improvements in customer experience.

Analytics in Action

PingCo, a leading Australian telco-as-a-service company, offers cloud-based software solutions based on Microsoft Teams to help companies communicate more efficiently. PingCo has integrated 365 Call Analytics service within its TCAP service hub —

This integration allows PingCo’s customers to easily self-provision call analytics directly through TCAP in minutes, bringing enhanced analytics capabilities seamlessly into the Microsoft Teams ecosystem.   

Dan Pearson, CEO and Founder of PingCo says, “Adding service likes call analytics to the TCAP platform gives our partners a valuable new application to deliver to their customers. In turn, it gives end customers access to the tools and services they need to understand how they communicate on the Teams platform and insights into how to improve the overall customer experience.”

The latest call analytics makes it easy for organizations of any size to visualize and measure business-critical call performance across their Teams Phone activity. With intuitive dashboards together with multiple views and wallboards, users can understand their call performance and improve internal staffing levels to meet customer expectations.

The addition of this new service provides a straightforward way for CSPs like PingCo to grow ARPU and margin on top of an existing Microsoft Teams customer base, as well as enriching their offering to help grow that base.  With a consistent single-pane-of-glass interface, provisioning and user management is simple across all services.

Unlocking Insights at Every Level

Hello Teams, a provider of Microsoft Teams calling services, is already making use of PingCo’s new analytics services. 

Jack Kruse, Managing Director at Hello Teams, says “As soon as we launched, we implemented two new customers, including our largest ever deployment, using one simple familiar interface.”

By integrating advanced analytics, service providers can elevate their Teams offerings with meaningful insights. It further enables them to deliver exceptional customer experiences and drive real value across a Teams ecosystem.

Further Opportunity to Decrement a MACC

Businesses with Microsoft Azure Consumption Contracts (MACC) need to maximize their investment in Microsoft technologies. Third-party applications that are Microsoft Azure IP Co-Sell Eligible can contribute to Azure consumption while helping organizations drive productivity and smart data-driven decisions.

CX as a Growth Driver

To conclude, striving to maximize customer experience (CX) presents significant opportunity to CSPs, and is a fundamental growth driver and increasing priority to end businesses. By leveraging applications such as analytics, businesses can unlock actionable insights to enhance productivity and elevate customer satisfaction.

Innovations that simplify deployment and streamline user management will enable CSPs to attract new revenue opportunities, build deeper customer relationships, and achieve sustained success in a competitive market.