Technology Record - Issue 31: Winter 2023

INTERVIEW Unlocking innovation through data According to Tollring’s Tony Martino, organisations that leverage data and analytics can improve business performance and customer satisfaction For a business to continually improve how it operates and get ahead of the competition, it must be able to understand what its customers need, identify which operational processes need to be improved, and pinpoint how to empower its employees to deliver services more efficiently. According to Tony Martino, CEO of Tollring, data and analytics play a crucial role in helping organisations to capture the insights they need to optimise performance, improve customer satisfaction and drive digital transformation. What are some of the key areas where analytics can help businesses improve their operations? To deliver consistently high-quality customer experiences, organisations need to have dedicated personnel that can effectively manage customer interactions, ensuring enquiries are dealt with promptly and no calls are missed. However, this is difficult for businesses to achieve if they do not have objective insight into their current processes and the ability to measure the impact of any changes they make. Analytics can allow organisations to improve the customer experience by better understanding the content and context of both internal and external communications, as well as the sentiments and satisfaction levels of the people involved. The latest analytics solutions equipped with artificial intelligence and automation enable organisations to further improve their understanding of their people and their customers by delving deeper into different topics, keywords and sentiment across multiple conversations. These insights can assist in pinpointing which team members are able to handle conflict resolution well, who is adept at effective upselling and who is capable of swiftly transforming negative sentiments into positive ones, ultimately converting dissatisfied customers into satisfied ones. Tell us about Tollring’s analytics solutions and how they use technology such as AI? Tollring is working to apply AI-driven analytics across our Microsoft-based data sets including all internal and external collaborations and conversations to deliver more powerful insights to the user. We deliver three analytics-based services within the Microsoft ecosystem: Analytics 365 EX (Employee Experience), Analytics 365 CX (Customer Experience) and Analytics 365 RX (Recording Experience). Data from these solutions can enrich and empower an organisation’s overall business intelligence platform. First, the Analytics 365 EX application for Microsoft Teams delivers instant visibility into employees’ internal engagement and collaboration within Teams. The dashboards provide a comprehensive BY AMBER HICKMAN “ It's going to be one of the biggest revolutions when people realise the value of their data” 58