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, surpassing competitors such as Zoom and Slack.
As customer experience (CX) becomes increasingly important to modern businesses, it is imperative for modern organizations to leverage CX analytics to stay competitive and meet changing customer demands. Microsoft Teams call analytics and reporting capabilities can provide valuable insights into customer interactions and help companies optimize their operations and drive growth.
This way, both end users and service providers benefit from CX-oriented value-added services within Microsoft Teams.
Adding value-added services to Teams: Benefits for the user
For years, prioritizing customer experience has been a critical focus for companies across all industries. Forrester research shows that companies with excellent CX strategies generate up to 5.7x more revenue than their competitors.
To consistently deliver exceptional experiences in the voice channel, companies need to have comprehensive insights into their customers’ journeys and preferences so they can adapt to their changing needs. More importantly, these companies need to ensure their CX-focused team members can access the information they need on the platform they use to do their daily work.
When service providers partner with technology leaders to extend the functionality of Microsoft Teams, they can bridge the gap between collaborative teams and key CX insights.
Building CRM integrations, call center reports, and business insights in Teams leads to:
Faster, more efficient business insights
A great customer experience depends on a company’s ability to optimize and improve its day-to-day operations. Service providers that integrate intelligent reporting tools into Microsoft Teams give companies faster access to the essential data they need to make smart growth decisions. For example, this could include optimizing when they need the most people on the phone, when they need to hire more staff, and how productive their agents are.
Akixi’s technology delivers information to Microsoft Teams users instantly, eliminating an average 15-minute delay in data collection. Faster insights lead to greater productivity and efficiency within an organization and better opportunities to improve customer satisfaction through a data-driven service approach.
“Akixi CX rolls out actionable real-time reports in less than a second for Microsoft Teams PSTN and internal calls, combining historical and real-time data into actionable call insights. Proprietary Akixi botPool technology enables call events to be collected directly from the MSFT Teams instance, eliminating approximately 15-minute delays in data collection when using the standard MSFT Graph API integration method.”
- Michal Podoski, VP Innovation at Akixi.
Additionally, Akixi enables companies to access and track specific, actionable call information relevant to their particular industry or goals. Real-time information eliminates collection delays, meaning companies can leverage data that delivers measurable results.
Native Teams user experiences
Studies show that the average office worker uses up to 11 applications a day to complete tasks, resulting in a huge amount of time wasted navigating between apps, tabs, and screens. When a service provider integrates analytics and CRM technology into a native Teams UX, they eliminate the problem of constant “context switching.”
Users can access all the insights they need in a familiar and consistent interface without being overwhelmed by numerous disparate technologies. Service providers can help business leaders empower their agents with real-time on-screen pop-ups that display previous caller histories, buyer profiles, and preferences. This leads to opportunities for powerful data-driven personalization, providing agents with recommendations and strategies to tailor conversations without having to navigate through numerous apps and screens.
Flexible, customizable reporting
Every business has its own unique goals to achieve and metrics to track to ensure growth. A service provider that offers access to flexible reporting tools for CX insights, business data, and even CRM metrics can give companies more control over their data-driven strategy.
Akixi’s Teams portfolio enables service providers to give companies quick access to real-time analytics, historical information, and curated data from over 200 CRM applications.
This makes it easier for business leaders to see what channels employees are using to provide customer service and what is happening in the Teams landscape, helping them make better decisions when planning, scheduling, and even implementing new technologies.
Additionally, contact center reports can provide near real-time insights into call quality metrics, call reliability, end-user identification information, and more, improving customer satisfaction.
Adding value-added services to Teams: Benefits for service providers
The rapid global adoption of Microsoft Teams has created tremendous opportunities for service providers to add value-added services to their offerings. By leveraging a solution such as Akixi’s Microsoft Teams portfolio, service providers can increase the value of MS Teams for their customers – creating more compelling, powerful value propositions. Akixi enables service providers to:
Offer 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 collaboration app into a powerhouse for business growth. It can enhance Teams’ PSTN-connected telephony solutions, with solutions that help businesses:
- Work more efficiently: Using the analytics tools in Teams, companies can gain the insights they need to make smarter, more 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 analytics systems within Teams makes 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 richer, more contextual experiences.
- Improve the user experience: By integrating analytics solutions into the Teams ecosystem, service providers can help companies improve the customer experience and minimize productivity losses due to app and context switching.
Simplify onboarding and deployment
Akixi’s Microsoft Teams portfolio is designed to put service providers’ needs first, reducing the effort of integrating analytical technologies into Microsoft Teams, helping partners accelerate their time to revenue recognition, and lower the cost of launching new products.
The 100% cloud-based ecosystem makes it easy to quickly deliver new solutions to customers around the world with a streamlined customer provisioning system in minutes.
And that’s not all: a simple, consumption-based licensing model ensures that service providers can optimize billing for their services to customers and avoid losing customers due to high, unexpected costs.
“Onboarding your customers is easy with just 5 clicks in less than 15 minutes and does not require any professional services.”
- Mark Watson, Director – Akixi Product Owner at Akixi.
Akixi CX Analytics for Microsoft Teams
Akixi’s CX Analytics for Teams is uniquely positioned by focusing on service providers across hybrid platforms, providing the channel with broader market opportunity. Akixi is now the only vendor in the market with a real-time bot engine that enables service providers and their channels to cover the full spectrum of business use cases.
