Monitor & Analyze Every Customer Interaction, in Real-time and Over Time
Are you missing calls? How do customers prefer to reach you? When are your agents swamped? With in-depth live and historical reporting for Microsoft Teams, you'll get clear answers.
Finally, understand your call volume, preferred channels, and peak hours – Luware Nimbus gives you all the insights you need to optimize your contact center for a great customer experience and peak agent performance.
Benefits: How Detailed Analytics Optimizes Your Customer Center
Forget generic reports. Luware Nimbus dives deep, giving you insights into call volumes, user trends, and more.
Improve customer experiences
Real-time reports can help track customer success, customer effort, customer demands, and customer sentiment. This knowledge helps refine the customer journey, anticipate consumer actions, and proactively engage customers.
Elevate agent performance
Performance evaluations and reports can help managers understand what’s happening in each individual interaction, evaluate agent performance, and provide agent feedback opportunities. Quality management tools can also help managers listen to call recordings or view screen recordings of customer interactions.
Optimize costs
Unified reporting provides insights to streamline workflows and identify small inefficiencies that create big costs over time. Analytics can provide evidence to back requests to stakeholders for necessary changes.
How does Reporting and Analytics for Microsoft Teams Work?
By understanding your customer interactions, you can identify areas for improvement. This could mean streamlining processes, adding resources at peak times, or even personalizing the customer journey. The result? Happier customers and a thriving business.
Would you prefer to experience the feature live in action?
Explore Reporting and Analytics Functionalities for Microsoft Teams in Luware Nimbus
Monitor Real-Time Call Traffic
Track real-time call statistics to seamlessly manage incoming call traffic and ensure that all customers are being served.
Oversee Service Statistics and Trends
See who's interacting with customers, their locations, and more. Analyze team and agent performance against personalized and departmental goals, allowing agents to track their individual progress. This fosters a culture of ownership and continuous improvement.
Dive Into Detailed Historical Reporting
Easily access key performance indicators in one consolidated dashboard. Review a specific contact center team or multiple services at once.
Create Bespoke Dashboards
Build your own widget-based dashboards. Select your KPIs and get notified with audio or color codes when thresholds have been surpassed.
Connect With BI Tools Like Power BI
Deep dive into your historic call reporting and analytics in Power BI. You can use our ready-made templates or build your own.
What Our Clients Are Saying
“A big advantage of Luware Nimbus is that all employees work with the same telephony solution, so we can easily compare the different units and ensure consistent reporting across the company,”
“We knew that most teachers would call the Education Services hotline during lunch, but the exact caller count remained elusive. [Luware Nimbus has] made workforce management much easier. We now see in real-time how many customers are calling and can add agents accordingly.”
Why Your Business Needs In-Depth Microsoft Teams Telephony Analytics
No More Guesswork
See how your agents are performing and identify areas to improve the customer experience.
Happy Customers, Happy Team
Use these insights to optimize your MS Teams contact center, leading to smoother interactions for your customers and a more efficient workflow for your agents.
Proactive Problem Solving
Don't wait for issues to arise. Use historical data to identify trends and predict potential bottlenecks. By anticipating challenges, you can proactively adjust staffing or resources.
Ready To Turn Data Into Happy Customers?
With Luware Nimbus you can make informed decisions, optimize workflows, and deliver exceptional customer service – all backed by the power of data.
