Call Center Management Software

Manage call center performance in one powerful platform.

Whether you’re managing a large number of customer support calls or executing proactive outbound campaigns, Analytics 365 provides your team with the essential tools for success. Designed specifically for Microsoft Teams, our call center management software offers you the visibility, insights, and control needed to optimize every customer interaction, regardless of whether it’s an incoming or outgoing call.

The Challenges of Modern Call Centers

Limited Visibility Across Teams

Managing two distinct teams, one focused on answering calls and the other on outreach, can create gaps in visibility, consistency, and performance oversight.

Inconsistent Customer Experience

Without unified data, analytics, and quality control, customer experiences can vary across channels. This can lead to lost revenue and damage to brand reputation.

Compliance and Risk Exposure

Operations encounter regulatory and quality challenges that, if not managed effectively, can result in fines, disputes, and customer dissatisfaction.

Disconnected Remote or Hybrid Teams

When teams work in different locations or on varying schedules, collaboration is hindered, leading to inconsistent or siloed knowledge sharing.

The Solution

How Analytics 365 Can Improve Call Center Management

Call Performance Reporting

Get real-time and historical insights for your teams. Monitor metrics such as wait times, contact rates, and conversion outcomes, all in one convenient location.

Call Recording and Playback

Review and analyze every customer interaction for compliance, quality assurance, and coaching. Ensure every conversation meets your brand’s standards.

Collaboration and Engagement Analytics

Enhance team connectivity using collaboration analytics to reveal communication patterns, workload balance, and engagement levels, regardless of whether teams are in the office or working remotely.

Create Customisable Dashboards

Design dashboards tailored to your operational needs. Whether you oversee customer support, outbound sales, or both, you can monitor the KPIs that are most critical to your team’s success.

Inbound and Outbound Call Center Solutions

Discover our tailored solutions to address the specific challenges of your operation.

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

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.

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

    

Call Analytics

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

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

    

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.

  • 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.

    

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.

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

Step 1

Choose your plan.

Step 2

Grant permission to synch 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

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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