Microsoft Teams introduces Call Record Insights, an advanced platform for call records data analysis
The new capability is now available to deploy.
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Microsoft released the new Call Records Insights inside the Teams platform, a new method for organizations to retrieve data from call records and use it to improve their infrastructure.
Admitting that organizations often lack tools to understand and act on complex call data, the Redmond-based tech giant says the new capability addresses many of these challenges, allowing organizations to have a hold on the precious data.
According to the official blog post, Call Records Insights comes with a variety of capabilities, including:
- Automated Retrieval
- Simplified Data Transformation
- Secure and Efficient Storage
- Code-Free Deployment
- Quick and Powerful Data Analytics using KQL
- Simplifying Complex Reporting Challenges
- Connect directly with PowerBI and Generate custom views, including custom DAX measures and columns
- Built for Scale and Resilience
- Seamless Data Augmentation
These capabilities will enhance productivity and streamline data gathering and analysis. For instance, the Automated Retrieval capability Call Record Insights automatically fetches all the call records, right after the call is done. The Simplified Data Transformation converts JSON data structures to manageable formats that are easy to use.
Quick and Powerful Data Analytics using KQL will gather thousands of call records in a matter of seconds, by leveraging the Kusto Query Language, while Seamless Data Augmentation enhances call record data with additional information.
According to Microsoft, there are several benefits of using Call Record Insights to analyze call data. Organizations will have complete data ownership and control over it, and the capability can be scaled to fit every organization, from small businesses to large corporations. The Call Record Insights can also be customized to the specific requirements of every organization.
It is now available to deploy on GitHub, and those interested can see a detailed repository on the platform, as well.
The Redmond-based tech giant is planning on enhancing Teams with another app suited for Customer Support agents who deal with daily calls: the new Queues app, slated for release in June 2024, will greatly streamline customer calls, by allowing the entire team to contribute to solving issues over the phone.
Coupled with the new Call Record Insights, these calls can be used to come up with strategic plans that enhance the productivity and profitability of these companies.
