Microsoft Teams is now one of the world’s most popular platforms for communication, collaboration, and productivity. In 2023, the platform had more than 320 million monthly active users, soaring ahead of competitors like Zoom and Slack.
As customer experience (CX) becomes increasingly critical to modern businesses, it’s essential for modern enterprises to leverage CX analytics to stay competitive and meet evolving customer demands. Microsoft Teams call analytics and reporting capabilities can provide valuable insights into customer interactions, helping businesses optimize their operations and drive growth.
Here’s how both end-users and service providers benefit from CX-focused value-added services within Microsoft Teams.
Adding Value-Added Services to Teams: User Benefits
For years now, prioritizing customer experience has been a crucial focus for businesses in every industry. Forrester research shows that companies with excellent CX strategies earn up to 5.7 times more revenue than their competitors.
Delivering consistently exceptional experiences in the voice channel requires companies to have comprehensive access to insights into their customer’s journeys and preferences, so they can adhere to evolving needs. More importantly, these organizations must ensure their CX-focused team members can access the information they need in the platform they use for day-to-day work.
When service providers work with technology leaders to expand the functionality of Microsoft Teams, they can bridge the gap between collaborative teams and critical CX insights.
Building CRM integrations, call center reporting, and business insights into Teams leads to:
Faster, More Efficient Business Insights
An excellent customer experience relies on a company’s ability to optimize and improve their day-to-day operations. Service providers who build intelligent reporting tools into Microsoft Teams, give companies faster access to the essential data they need to make intelligent growth decisions. This could include optimizing when they need most people on the phones, when they need to hire more staff, and how productive their agents are, for example.
Akixi’s technology instantly surfaces information for Microsoft Teams users, eliminating an average of 15-minutes of data collection delays. Faster insights lead to greater productivity and efficiency in an organization, and better opportunities to enhance customer satisfaction, with a data-driven approach to service.
“Akixi CX introduces actionable sub-1-second real-time reporting for Microsoft Teams PSTN and internal calling, combining historical and real-time data into actionable call insights. The proprietary Akixi botPool technology allows collecting call events directly from MSFT Teams instance, eliminating approximately 15-minute data collection delays when using the default MSFT Graph API integration method.”
- Michal Podoski, VP Innovation at Akixi.
Plus, Akixi empowers companies to access and track specific, actionable call insights, relevant to their specific vertical or goals. Real time insights eliminate collection delays. This means companies can leverage data that drives measurable results.
Native Teams User Experiences
Studies show the average desk worker uses anywhere up to 11 applications each day to complete tasks. This leads to a lot of time wasted, navigating between apps, tabs, and screens. When a service provider integrates analytical capabilities and CRM technology into a native Teams UX, it eliminates the issue of constant “context switching”.
Users can leverage all the insights they need within a familiar and consistent interface, without being overwhelmed by multiple different pieces of technology. Service providers can help business leaders to empower their agents – with real-time screen pops, showcasing previous caller histories, buyer profiles, and preferences. This leads to opportunities for powerful data-driven personalization, providing agents with recommendations and strategies to customize conversations, without requiring them to navigate through numerous apps and screens.
Flexible, Customizable Reporting
Each business has its own unique goals to accomplish, and metrics to track to ensure growth. A service provider offering access to flexible reporting tools, for CX insights, business data, and even CRM metrics, can give companies more control over their data-driven strategy.
With Akixi’s Teams portfolio, service providers can give companies rapid access to real-time analytics, historical information, and curated data from over 200+ CRM applications.
This makes it easier for business leaders to see which channels employees are using for customer service, and what’s happening in the Teams landscape. As a result, they can make better decisions about planning, scheduling, and even implementing new technology.
Plus, contact center reports can provide near real-time insights into call quality metrics, call reliability, end-user identifiable information and more, powering the way for better customer satisfaction.
Adding Value-Added Services to Teams: Service Provider Benefits
The rapid worldwide adoption of Microsoft Teams has introduced excellent opportunities for service providers to expand their offering with value-added services. Leveraging a solution like Akixi’s Microsoft Teams portfolio means service providers can extend the value of MS Teams for their customers – creating stickier, more powerful value propositions. Akixi empowers service providers to:
Deliver Greater Customer Value
Akixi can transform the phone system experience. With analytics, business insights, and CRM integrations, service providers can transform Microsoft Teams from a simple app for collaboration, into a powerhouse for business growth. It can uplift Teams PSTN attached calling solutions, with solutions that help companies to:
- Work more efficiently: Analytics tools within Teams can give businesses the insights they need to make more intelligent and cost-effective decisions about staffing and scheduling, which channels to use, and even which apps and technologies drive results.
- Create incredible customer experiences: Access to CRM tools and analytical systems within Teams make it easier for contact center agents to deliver truly valuable, connected, and data-driven omnichannel experiences. 71% of companies say they see a positive ROI after implementing more immersive, contextual experiences.
- Improve user experiences: By adding analytical solutions into the Teams ecosystem, service providers can help companies elevate customer experiences, minimizing productivity loss through app and context switching.
Simplify Onboarding and Delivery
Akixi’s Microsoft Teams portfolio is built to put the needs of service providers first. It reduces the friction of onboarding analytical technologies into Microsoft Teams, helping partners to accelerate their time to revenue, and reduce the costs of introducing new products.
The 100% cloud-based ecosystem makes it easy to rapidly deliver new solutions to customers globally, with a streamlined customer provisioning system in minutes.
What’s more – a simple, consumption-based licensing model ensures that service providers can streamline the process of billing customers for their services, and avoid losing clients to hefty, unexpected costs.
“Onboarding your customers is made simple with just 5 clicks in less than 15 minutes, with no professional services required.”
- Mark Watson, Director – Akixi Product Owner at Akixi.
Akixi CX Analytics for Microsoft Teams
Akixi’s CX Analytics for Teams is uniquely positioned as service-provider centric across hybrid platforms – delivering broader market opportunities for the channel. Akixi is now the only vendor in market with a real-time bot engine, enabling service providers and their channels to address the entire spectrum of business use cases.
from UC Today https://ift.tt/WaILuyJ
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