Are you looking for transparency in your inbound and outbound customer communication? Understand your customers, manage service levels and drive team performance to maximise revenue and improve customer experience with Analytics 365.

Call analytics helps companies of all sizes manage communications across their call centers and customer-facing teams. Get the insights needed to monitor call activity, staffing levels, and performance. View live calls in queue, filter calls, select dashboard views, and create wallboards to keep everyone informed, fostering better collaboration across teams.

Key Benefits

- Make better, data-driven decisions

- Drive individual and team performance

- Understand your customer engagement

- Manage service levels

- Measure the impact of change

Key Features

- Intuitive dashboard with multiple views

- View call performance at individual, team, or organization levels

- Metrics on users, auto attendants, and queues (call tolerance, busy periods, missed calls)

- Set targets/KPIs for actionable insights

- Unreturned missed calls list streamlines callbacks

- Create, share, and project wallboards

- Visualize end-to-end call journeys

- Compliance audit log, caller ID masking

- Automatic Microsoft 365 sync for users/groups

- Web-based access for seamless usage anywhere

- Simple permissions and access management

- Comprehensive knowledgebase and 24/7 support

What Our Customers Say

“The call information from Analytics 365 is hugely valuable for the team that looks after supporter experience. This group picks up the calls to our main number, talking to wish families, children, major donors or individual givers. They can now understand how many inbound calls are handled, the length of calls and see those that are missed. With insights into how long each team member spends on calls, the number of calls they answer, and who those calls are with, we can also spot if one group spends more time interacting than others. This may indicate that they need more training to manage specific queries.”

Technology and Workplace Manager at Make-A-Wish UK

About Tollring

Tollring is a global leader in cloud communications analytics, data visualization, and business intelligence tools. With offices in the UK, USA, India, and Australia, Tollring serves over 20,000 businesses worldwide through an extensive channel partner network.
Specializing in customer experience analytics, call recording, and business intelligence, Tollring delivers cutting-edge solutions to help businesses manage and optimize their communications. As a Microsoft Partner, certified in ISO 9001 and ISO/IEC 27001, and winner of the “Best Call Management Solution” at the Comms National Awards 2024, Tollring combines innovation with security and quality, earning the trust of organizations around the world.

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Resources

Analytics 365 – Teams Call Analytics Product Overview

Learn more

Help and support with Analytics 365 - Teams Call Analytics !! !!