Customer Experience Tools for Legal Services

Deliver consistent, professional service on every client call.

Law firms and legal service providers depend on clear and timely communication to build trust and maintain strong client relationships. Whether your teams are handling incoming client inquiries, managing ongoing cases, or coordinating internally across departments, Analytics 365 provides the tools you need to enhance these processes. Designed for Microsoft Teams, our platform helps legal professionals manage calls, track performance, and safeguard client confidentiality, ensuring your firm delivers a seamless client experience from start to finish.

The Client Experience Challenges Facing Legal Services

High Client Expectations

Clients expect timely updates, clear communication, and professional service. Delays or inconsistencies can damage trust and satisfaction.

Missed Calls and Lost Hours

Without visibility into missed client calls, your firm risks losing billable time and damaging valuable client relationships.

Disconnected Teams

With teams spread across offices, remote locations, or hybrid setups, collaboration gaps can impact client service and case progression.

Compliance Risks

Interactions may need to meet legal and regulatory standards. Without monitoring, you risk compliance breaches.

The Solution

How Analytics 365 Improves Client Experience for Legal Teams

A bar chart which shows call performance

Client Call Performance Reporting

Monitor the performance of your client service teams with real-time and historical call data. Track call volumes, wait times, and missed call rates to ensure you maintain service levels and respond promptly to client needs. Gain the visibility necessary to safeguard every client relationship.

a recording of a call

Secure Call Recording and Playback

All conversations on Microsoft Teams are securely recorded and protected with role-based access controls. You can review calls for case context, quality checks, or dispute resolution. This feature ensures that your teams provide consistent service while adhering to confidentiality and GDPR requirements.

The recording and transcript of a meeting

Compliance and Privacy Controls

Ensure regulatory compliance by using tools that protect sensitive client data. Redact payment information, enforce data retention policies, and secure access to recordings. Analytics 365 assists your firm in meeting SRA and GDPR requirements while maintaining a complete record of client interactions.

keyword and transcript analysis

AI-Powered Keyword and Sentiment Analysis

Transform client conversations into actionable insights with artificial intelligence (AI)-powered transcription and sentiment analysis. Identify key themes, monitor client concerns, and emphasize follow-up actions. Automated summaries enable your teams to capture essential details, enhancing responsiveness and client care.

Chat Analytics

Collaboration Analytics Across Case Teams

Discover how your legal teams collaborate on client matters. Analytics reveal who is communicating, their frequency, and where gaps exist. Enhance cross-team knowledge sharing and ensure clients receive consistent advice, regardless of which team member they consult.

Meeting Analytics

Workload Balance and Wellbeing Monitoring

Help your client service teams remain productive without burnout. Analytics indicate heavy workloads, back-to-back calls, and after-hours activity. Managers can redistribute tasks and prioritize well-being, ensuring teams provide high-quality service without compromising staff satisfaction.

Our Products

Explore Our Microsoft Teams Workplace Analytics Suite

Analytics recording dashboard

Call Recording with Conversation Analytics

Revolutionize conversations with our cloud call recording and artificial intelligence (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.

    

Analytics call dashboard

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.

    

Analytics 365 Dashboard

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.

    

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 sync your data.

Step 3

Explore your insights.

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

customer picture

“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

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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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