Microsoft Teams Data Analytics
Do you really know how your contact centre is performing, or what issues your users are raising?
Measure and track all activities. Drive adoption. Increase productivity. Gain all round better contact centre performance.
Stay on top of your team's call handling performance with our Business Intelligence Suite
With the recent increase of home and hybrid work patterns, the adoption of Microsoft Teams accelerated rapidly, with more than 60% of previously office-based staff now working partly from home.
The quick shift to enable a home workforce presented businesses with challenges around continuity and productivity, and this is where Conversant can make sure your business stays on track, regardless of your team's location.
Insights into productivity are now at the forefront of many business reporting requirements, and we can help you with your call queue management via MS Teams Call Queue and Auto Attendants, agent call handling statistics and the general visibility of call analytics.
Track the Microsoft Teams element usage that matters most to you with an insightful array of reports at your fingertips.
No more missed or dropped calls with Queue and Auto Attendant reporting
Microsoft Teams Queue and Auto Attendant reporting has become an essential element of ensuring business continuity with a remote workforce, helping you maintain the highest levels of customer satisfaction. No more dropped, missed or misdirected calls, which cause such damage to an organisations' service reputation.
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Manage your contact centre better with call quality monitoring and proactive alerts
Monitoring call quality information is key to maintaining the highest levels of service delivery both internally and externally.
Users can set thresholds on certain call parameters such as call cost, duration, ring-time or call error code. An email is triggered and sent as soon as the call is terminated allowing for a proactive response.
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Why does user adoption matter?
User adoption is essential when it comes to making the switch to Microsoft Teams. Our solution is used to drive usage and highlight areas requiring further education and training.
Our intuitive dashboards provide all the insight you could possibly need with measurable statistics and goals for your activity.
Our advanced Teams-based reporting ensures that the workforce, regardless of location, is working as efficiently as possible and retaining business continuity.
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Frequently-asked questions
How does Data Analytics help business?
The term business data analytics refers to the process of solving business problems using data analysis, statistical models and other quantitative methods. The aim is to make business decision-making more data-driven and less ad hoc or subjective and opinion-based. Call data analytics helps businesses with contact centres or call centres to stay on top of call handling performance, and helps ensure business continuity with a remote workforce often engaged in hybrid working.
How does Data Analytics work?
There are many streams to call data analytics - these include queue and auto-attendant reporting, so managers can supervise queue and response times. Users can set thresholds on certain call parameters such as call cost, duration, ring-time or call error code for effective trouble-shooting, and intuitive dashboards provide all the insight you need with measurable statistics and goals for your activity.
What does Data Analytics Mean?
The term business data analytics refers to the process of solving business problems using data analysis, statistical models and other quantitative methods. The aim is to make business decision-making more data-driven. In terms of call data analytics, for call centres or contact centres, this means measuring and tracking all call-related activities, driving adoption, productivity and enforcement, for all round better contact centre performance.
Where is Data Analytics used?
Data analytics, and call data analytics, are used by any business which places a value on understanding performance in quantitative terms - in the case of call data analytics, this might mean understanding peak and trough times for calls for resourcing; highlighting skills gaps via trouble-shooting analysis, and flagging up issues, for example with products or pricing, using key word flagging. Call data analytics also helps ensure business continuity with a remote workforce often engaged in hybrid working.
How much does Data Analytics cost?
Generally the cost of call data analytics will be on a per user basis, as part of a subscription. This can be part of an organisation’s MS Teams investment, with providers integrating with Microsoft Teams for all their internal and external communications. It will be most cost-effective if bundled with other management tools.
Is Data Analytics important?
Data analytics, and call data analytics for contact centres, are vital to understanding how a business is performing, where customers come from, what they are most interested in, where their price ceilings lie, and what their buying drivers are. For call centres, they enable managers to resource effectively and flag up issues. Using data analytics, ad hoc or intuitive decisions which may be wrong can be avoided, while it also helps ensure business continuity with a remote workforce often engaged in hybrid working practices.
Which Data Analytics tool is best?
There are many data analytics tools available, most of which now operate as SaaS or ‘software as a service’. For call centre or contact centre data analytics, Conversant Technology offers an excellent solution for hybrid working: Microsoft Teams Data Analytics | Conversant Technology.