Tollring has introduced iCall Suite call analytics for Microsoft Teams Phone as a means for businesses to analyse and improve customer experience.
The UK-based cloud call analytics specialist, Tollring, believes the iCall Suite for Teams adds value to resellers’ Microsoft portfolios, growing customer ARPU and retention figures in a competitive marketplace.
In 2021, Tollring launched Analytics 365, a workplace analytics native app for Microsoft Teams, which provides managers with insights into employee wellbeing and productivity.
Tollring says the iCall Suite strengthens its relationship with Microsoft, building on Analytics 365 transactable app, which was added to the Microsoft Teams marketplace earlier this year.
Tony Martino, CEO of Tollring, commented on the launch: “With the growth in demand for Microsoft Teams Phone, we are excited to add iCall Suite to our Microsoft product portfolio.
“Having worked closely with Microsoft over the past two years, and as specialists in call analytics, it was a natural next step.
“Our technical capability, Microsoft certifications, proven award-winning portfolio and highest security standards makes this a business-critical application for anyone using Teams Phone.
“This is an exciting opportunity for both our new Microsoft IT reseller community and our existing partners.”
Features and benefits
According to Tollring, the iCall Suite is easy to use and includes intuitive dashboards that help users view and measure business-critical performance KPIs.
Organisations will find it easier to meet service levels, maximise revenues, and gain business clarity with access to analytics information, such as unreturned missed calls, grade of service, percentage of calls answered, and caller tolerance in queues.
Reports are easily accessible from any browser and they can be customised, downloaded, scheduled, and shared to enable speedy decision-making.
iCall Suite is also easy to deploy via seamless automation and synchronisation with the Microsoft 365 active directory.
It will be available to partners in November 2023 and it can be deployed as a white label service.
Why Teams?
Microsoft Teams revealed during its Q3 2023 earnings call that its platform was being used by over 300 million users every month, with its cloud revenue of more than $28 billion evidencing its “continued leadership” across the tech sector.
The meteoric rise of Teams can be seen by the speed at which the platform gained 20 million monthly active users, as it announced hitting the milestone of 280 million users just one month before.
Of the 300 million Teams users, 17 million have Teams Phone enabled, which represents a huge market opportunity for Tollring on a platform, which seems to be rocketing in popularity.
In fact, Cavell Group has forecast that the number of Teams telephony users will more than quadruple to exceed 40 million by 2027 in North America and Western Europe.
The new call analytics solution will enhance the Microsoft Teams offering for resellers, accelerate their market share, and reduce margin erosion.
Tollring specialises in business communications analytics, call recording solutions, and telecom expense management. It has also launched its own fraud management system, called Tollring Scam Protect.
The company’s solutions are distributed through its channel partner network to more than 31,000 businesses around the world.
It is also a Microsoft Gold Partner for application integration, data analytics, application development, cloud platforms, and a Silver Partner for project and portfolio management.
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