The CX Challenge in a Teams-Centric World
As Microsoft Teams becomes the centrepiece of business communications—handling meetings, chats, and calls—there’s an opportunity to transform it into a customer experience (CX) powerhouse. While Teams provides the foundation, adding CX-enhancing tools like call analytics, CRM integration, and call recording is essential to stand out and meet customer expectations.
Why CX Matters More Than Ever
- 86% of customers leave after two bad experiences.
- By 2025, CX will be a baseline requirement, not a differentiator.
Relying solely on Teams’ out-of-the-box functionality risks falling short of customer expectations and losing opportunities to stand out.
Turning Teams into a CX Platform
Enhancing CX isn’t just about adding features—it’s about avoiding failure. By layering CX tools onto Teams, businesses can:
- Improve responsiveness.
- Support smarter operations.
- Deliver a seamless customer experience.
Essential CX Tools to Offer
Once Teams voice services are in place, the next step is enabling tools that make a real difference:
1. CRM Integration (CT Unite)
- Provides agents with customer history for personalised interactions.
2. Compliance Call Recording (CT Recording)
- Ensures compliance while unlocking insights through:
- Transcriptions.
- Coaching.
- Keyword tracking.
3. Real-Time Analytics (CT Analytics)
- Empowers supervisors to:
- Monitor performance.
- Shift resources.
- Support teams on the fly.
These tools are essential for meeting today’s customer expectations.
Call Recording: The Gateway to CX Conversations
Call recording is more than a compliance tool—it’s a business tool that drives deeper CX improvements:
- Keyword Insights: Identify patterns signalling churn, frustration, or sales opportunities.
- Real-Time Supervision: Highlight poor experiences and enable supervisors to assist during live calls.
- Boost First Call Resolution: Use data to uncover blockers and improve training.
Simplify CX Delivery with CallTower
Delivering Teams voice is just the beginning. To truly enhance CX, simplicity is key. CallTower provides the tools and expertise to transform Teams into a platform for smarter, simpler, and more effective customer interactions.
Start Delivering More Through Teams
Customer experience is the key to long-term success—for both your customers and your business. With CallTower, you can deliver CX-enhancing tools that transform Teams into a powerful CX platform.
Ready to elevate CX? Let’s make it happen.