Tools Built for Call Center Agents

Help your team perform at their best, on every call, every shift.

Being a call center agent is challenging. Agents must balance performance targets while addressing customer issues, which is why they need the right tools to succeed. Analytics 365 provides live performance insights, artificial intelligence (AI)-driven feedback, and collaboration analytics directly to agents. This empowers them to manage their workloads effectively, enhance their skills, and feel supported in their roles.

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The Challenges Call Center Agents Face

Unclear Performance Feedback

Without visibility, agents are left guessing if they’re meeting targets or delivering great service.

High Stress and Burnout Risk

Back-to-back calls, high-pressure targets, and difficult conversations can quickly take their toll on wellbeing.

Limited Personal Development

Agents struggle to improve without consistent feedback or access to real call examples for learning.

Remote Teams Feeling Disconnected

Without the right tools to stay connected, remote agents working from home can feel isolated and unsupported.

The Solution

How Analytics 365 Tool Suite Supports Call Center Agents

A bar chart which shows call performance

Live Dashboards and Real-Time Feedback

Enhance agent performance by accessing real-time insights with dynamic metrics that highlight your call handling efficiency, wait times, customer satisfaction, and more. This valuable information is readily available on a personalized dashboard, designed to keep you informed on how each agent is performing.

Know Where You Stand – Stay On Track with Live Insights

Call Playback and Sentiment Analysis

Unlock the opportunity to revisit recordings of calls, enabling you to review on successful outcomes and identify areas for improvement. Experience real-time sentiment analysis that offers valuable insights into customer reactions as they occur, providing you with a deeper understanding of their feelings in the moment.

Learn What Works – Improve Performance with Every Call

Personal Call Scoring

Receive tailored insights through detailed call scoring and evaluation tools, designed to give you a clear understanding of agent performance. Identify precisely how they measured up and target the areas for growth and improvement.

Level Up Your Skills – With Constructive, Real Examples

Missed Call Lists

Always stay connected with your customers. Get missed call list updates in real time, giving agents a clear, actionable list for follow-ups. This ensures that no customer slips through the cracks, allowing them to pursue each opportunity with precision.

Follow Up with Confidence – Turn Missed Calls Into Opportunities

Live Wallboards

Experience real-time visibility into live call queues and your team’s availability, allowing you to see everything at a glance. Stay aware of the flow of incoming calls so you can effectively manage their workload and maintain a steady pace. This approach ultimately helps minimize stress, even during the busiest times.

Stay Organised – Stay in Control of Every Call Queue

Collaboration Insights

Explore how often agents connect with colleagues to build a sense of community and teamwork. This collaborative spirit allows for the exchange of insights and knowledge, helping to maintain strong relationships and facilitate the flow of information, even when working remotely.

You’re Not Alone – Stay Connected and Supported

Designed for All Call Types

Analytics 365 helps agents succeed in both customer service and outbound sales roles:

Inbound Call Center Software

Manage customer support and service operations with real-time analytics, quality monitoring, and agent engagement insights.

Outbound Call Center Software

Optimize outbound sales and customer outreach with live performance dashboards, call recording, and collaboration tools.

Our Products

Explore Our Microsoft Teams Workplace Analytics Suite

Call Recording with Conversation Analytics

Revolutionize conversations with our cloud call recording and AI tool. Elevate engagement, boost sales, gain strategic insights, manage risk, and facilitate compliance.

What You Can Do With AI-Powered Call Recording

Find, playback and share every call.
Evaluate calls to improve performance.
Prioritize the most meaningful insights.
Manage caller privacy and compliance.
Deploy, administer and use with ease.

Call Analytics

With our tool, you can understand your customers, drive team performance, and manage service levels to maximise revenue and improve customer engagement.

What You Can Do With Call Analytics

Visualize call analytics at a glance.
Improve productivity and performance.
Meet service level targets.
Facilitate compliance easily.
Deploy and configure quickly.

Collaboration Analytics

Empower teams with workplace analytics driven by Microsoft Teams. Collect and analyse user data to boost productivity and increase collaboration within your business.

What You Can Do With Collaboration Analytics

Visualize how your team collaborates.
Understand one-to-one activity.
Promote efficient teamwork.
Prioritize employee wellbeing.
Personalize your dashboards.

Find Out How Analytics 365 Can Transform Your Business

If you are interested in one of the Analytics 365 solutions and would like to find out more, request a demo today to explore how our platform delivers insights that empower your business to improve team performance, ensure compliance, and enhance customer engagement.

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Setting Up Analytics 365 Is As Easy As 1, 2, 3

Step 1

Choose your plan.

Step 2

Grant permission to sync your data.

Step 3

Explore your insights.

Explore Real Feedback, and Discover What Analytics 365 Can Do For You

“Analytics 365 has been invaluable. It has helped us to enhance our collaboration and communication which in turn positively impacts our performance and productivity”.

Pajaree Saengcum
Head of Digitalization

Our Latest Blog Posts

Why Phone Calls Are the Ultimate CX Data Source
Every day, your contact centre handles hundreds, if not thousands, of phone calls. Each one is a live, unscripted [...]
How AI-Driven Conversation Analytics Support After-Call Work in Call Centers
Introduction After-call work (ACW) has a direct impact on customer experience, agent productivity, and overall contact center performance. Once [...]
Why Call Analytics Is the Missing Layer in Microsoft Teams
For many organizations, Microsoft Teams has become the default platform for business communication. It delivers a modern phone system, [...]

Supercharge Microsoft Teams In Your Business With Analytics 365

Unlock the full potential of your communications with our Microsoft Teams Toolkit. Request a demo today to explore how our platform delivers insights that empower your business to improve team performance, ensure compliance, and enhance customer engagement.

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