For several years now, Microsoft has been rapidly disrupting the communications and collaboration landscape. Harnessing the growing momentum of trends like remote and hybrid work, Microsoft Teams offers companies a way to unify and synchronise staff across multiple channels.
However, even in a world of constantly evolving communication channels, from chat and SMS to video calling, voice remains one of the core considerations for any business. With Operator Connect, Microsoft offers service providers a convenient and streamlined way to deliver custom voice solutions to their target audience. Unlike Direct Routing, Operator Connect can significantly improve the user experience, offering access to call controls within the Teams platform.
Unfortunately, as demand for Operator Connect increases, numerous new resellers and partners are moving into this landscape, creating significant competition for service providers. The only way to succeed in this transforming space, is to find a way to offer additional value and support.
Fortunately, there’s a simple and effective solution: conversational intelligence.
Bringing Conversation Intelligence into Teams
Demand for call recording and analysis services is nothing new. For years, companies have relied on technologies to help them capture important information from discussions for training and compliance purposes. However, as regulatory guidelines evolve, and companies continue to search for new ways to enhance customer service and experiences, the need for intelligent call capture is growing.
By 2025, Gartner predicts organisations will be recording around 75% of workplace conversations, to assist with the discovery of risks and opportunities. Service providers capable of offering a more intelligent, intuitive solution for call management and recording can thrive in this new landscape.
Conversation Intelligence, based on machine learning, AI, and Natural Language Processing, allows users to extract more meaningful insights from the audio they capture. Through intelligent, scalable solutions, service providers can instantly differentiate themselves from their competitors, with a service guaranteed to improve end-user productivity and revenue.
Russell Evans, Chief Revenue Officer at Dubber, speaks of the innovative capabilities of Conversation Intelligence: “Service providers have an immediate opportunity to differentiate themselves by offering cloud-based conversation capture and AI tools. Dubber “Moments” conversation intelligence solution comprises of many themes. One being the “Actions” feature, which automatically generates tasks and reminders from conversations, such as a Teams video call or chat or a mobile call, and “Complaints”, which detects complaints or grievances in conversations in real time providing Insights into the topics discussed on the calls.
This enables companies to rapidly understand and take action. By leveraging these innovations, businesses could reshape service relationships and revolutionise how providers engage with customers in a proactive and impactful way.”
The Benefits of Conversation Intelligence with Operator Connect
By offering access to both Operator Connect and Conversational Analytics infused into the same Microsoft Teams platform, service providers can address some of the most significant needs of their customers. Not only do they provide users with an all-in-one solution for communication and collaboration, but they also deliver the solutions businesses need to evolve and grow.
For service providers, adding conversation intelligence to Operator Connect is a chance to:
1. Increase retention and reduce churn
Succeeding in the current service provider landscape requires business leaders not just to seek out new customers, but also find ways of retaining their existing clients. According to one report, increasing customer retention rates by just 5% can be enough to increase profits by up to 95%.
By offering both Operator Connect and conversation intelligence in one package, companies improve their ability to retain customers, by giving them all of the solutions they need in one place. With the right solution, service providers can ensure business leaders can monitor and track conversations across every channel, from Microsoft Teams to WhatsApp , without compromising on compliance. Service providers can create tools for conversation intelligence which scale according to the changing communication needs of their audience over time.
What’s more, the additional value companies uncover through AI solutions for sentiment analysis and trend detection helps to authenticate and solidify the benefits of a continued partnership for end users. Customers can actively see where their solution is helping them to increase productivity and reduce costs, making the service stickier and more attractive.
2. Adhere to changing customer needs
An effective conversation intelligence platform which integrates with Microsoft Teams doesn’t just give companies a better way to support clients across multiple communication channels. It also ensures service providers can continue to serve customers who are rapidly migrating away from legacy systems in search of more affordable, cost-effective solutions.
As the value of Microsoft Teams continues to accelerate, many customers are now taking the opportunity to reassess their service provider options, with a focus on optimizing ROI. Through a combination of Operator Connect and Conversation Intelligence solutions, service providers can help their customers modernize their approach to communication and collaboration.
Comprehensive cloud-based SaaS recording and AI solutions generally have much higher ROI models, allowing telcos to do a lot more for clients, with far less investment. They can also offer high levels of flexibility, with endless opportunities to add extra functionality with APIs, integrations, and similar tools. This allows service providers to grow to serve any kind of customer.
3. Differentiate with additional value
Perhaps most importantly, leveraging both Operator Connect and conversational intelligence gives service providers a crucial opportunity to differentiate. The minutes landscape is growing more commoditised and competitive all the time. According to McKinsey, the service providers that thrive will be the ones capable of offering advanced tools for automation, AI, and analytics.
Russell Evans comments: “Through SIP-enabled PBX to PSTN through to Teams video and chat, Dubber allows service providers to conduct unified recordings, enabling them to make the most of extracting conversation intelligence with Operator Connect.
Conversation intelligence enables providers to consistently drive innovation and deliver value to their customers across a wide range of requirements, helping them to understand and action based on conversation intelligence and Insights directly from their networks.”
With the right combination of solutions and services, service providers can:
- Help businesses with compliance needs: Through secure and compliant voice capturing tools, service providers give their customers the opportunity to collect all forms of communication data. Users can leverage context-rich insights into each discussion, and adhere to regulatory requirements through reporting, alerts, and keyword searches. Users can even set retention rules and undertake granular investigations into conversations.
- Improve business visibility: Faced with complex economic circumstances, today’s companies are constantly looking for ways to cut costs and increase value. In-depth analytics offered by conversation intelligence solutions provide companies with valuable ways to grow. They can leverage useful insights to pinpoint performance problems, issues with customer sentiment, and opportunities for business success.
- Eliminate complex infrastructure: Through Operator Connect and conversation intelligence bundled into one package, service providers reduce the need for customers to purchase and use multiple distributed tools. This not only reduces cost and complexity, but it can also lead to improvements in business productivity and efficiency.
Taking Operator Connect to the Next Level
On its own, Operator Connect offers a valuable opportunity to service providers hoping to take advantage of the growing demand for Microsoft Teams. It simplifies the experience for end users, boosts credibility, and minimises complex PowerShell requirements.
However, simply providing access to Teams telephony through Operator Connect may not be enough for many service providers to thrive in this competitive landscape. As more competitors enter the field, companies will be looking for solutions that go above and beyond the basics. Implementing conversation intelligence into Teams and Operator Connect could be the key to earning more customers, retaining clients, and differentiating service offerings.
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