Case Study

Akixi CX Analytics for Microsoft Teams – Redcentric Case Study

Microsoft Teams
August 12, 2024

Many businesses need call analytics functionality but cannot justify the deployment of expensive or complex platforms designed for large enterprise requirements. These organizations are currently underserved by more basic built-in and third-party analytics systems that cannot provide the required depth and quality of insights in real time.

 

In response to this growing opportunity, Redcentric has added even more value to their highly competitive UC and Contact solutions by offering Akixi’s CX Analytics for Teams. This innovative product includes client-embedded real-time dashboards, detailed reporting, and bespoke insights not available from other platforms.

Service Provider Profile: Redcentric

Redcentric empowers organisations with innovative and reliable managed IT services that enable them to achieve their goals and succeed in today’s digital landscape. They strive to be a trusted partner, delivering proactive, collaborative, and transparent solutions that drive growth and success for their customers.

CX Analytics for Microsoft Teams
  • Advanced Call Analytics
  • Real-time Monitoring & Reporting
  • Compliance & Privacy
  • CRM Integration

Times are changing for customer-focused enterprises

Performance
As remote working expands, businesses must identify lost or poorly managed calls to secure revenue growth. Realtime call analytics boosts staff productivity and sales performance by exposing caller journey issues and uncovering missed sales opportunities.
Operations
In recent years, highly distributed businesses and teams have become commonplace. Management complexity means that call center analytics is increasingly vital for maintaining a competitive edge in the market and consistent service quality.
Experience
With heightened expectations for fast, personalized service, analytics helps identify friction in contact center processes and opportunities to enhance caller experience. This is essential for nurturing customer satisfaction and loyalty.