Technology Record - Issue 31: Winter 2023

59 view of call, meeting, chat and Teams activity, offering a high-level assessment of a workforce’s engagement level. Secondly, the new Analytics 365 CX provides visual insights into Teams Phone calls, which gives an in-depth understanding of customer interactions. Metrics on call performance with insights into call queues, auto-attendants, individual users, teams and organisation-wide call patterns help to streamline call paths and optimise performance. Meanwhile, analysis of incoming call metrics, such as the percentage of calls answered and duration, enables businesses to identify how to drive efficient customer interactions. By setting targets and focusing on performance service levels that impact customers, businesses can foster longterm customer relationships. Finally, Analytics 365 RX, which is launching in early 2024, will help make AI-driven analysis of call recordings more accessible. The solution has new powerful AI features that will automatically detect keywords and subjects and highlight the calls that matter. Being able to automatically analyse each call rather than manually selecting a few means that resources can be spent on driving efficiencies and improving working practices. Can you tell us how is Tollring working with Microsoft and what benefit this brings to users? Tollring prioritises Microsoft skills internally and we are gaining certifications to strengthen our technical capability and trusted partner status. Alongside this, we have built a relationship with Microsoft to gain guidance from its teams of experts. Analytics 365 EX is a fully certified transactable Teams app, which is available in the Microsoft marketplaces, giving our customers full confidence in our product. Analytics 365 CX will soon be available in the Microsoft marketplace, and Analytics 365 RX is currently undergoing Microsoft certification. The certification process is rigorous and ensures our products meet Microsoft’s exacting quality assurance and security standards to ensure compliant call recording and user satisfaction. How will analytics evolve in future and how should businesses prepare? The capabilities of analytics will develop as technology advances. The AI element is all about qualitative data. Tomorrow’s analytics will provide insights based on an understanding of your business, customer profiles and the users’ specific needs. By applying multiple sources of information, organisations will gain a greater understanding of operational elements and how to maintain a high-quality customer experience. Businesses need to focus on digital transformation. This is not about getting the latest technology, it is about preparing to deliver on the amazing insights that are possible, and ensuring the business can easily access and aggregate previously siloed data. Unlocking siloed information will also become extremely valuable to an organisation. It’s going to be one of the biggest revolutions when people realise the value of their data and how it can help them in running their business. Photo: Tollring Analytics 365 RX is Tollring’s newest analytics solution and will be available in 2024