Tollring Launches iCall Suite Call Analytics for Microsoft Teams

Uxbridge, UK – 19 September 2023: Tollring launches iCall Suite call analytics for Microsoft Teams Phone to help businesses understand and improve customer experience.

iCall Suite for Teams adds significant value to a resellers’ Microsoft portfolio, increasing customer ARPU and retention in a highly competitive market.

During the first half of 2023, the Microsoft Teams platform was used by more than 300 million users every month, 17 million of which have Teams Phone enabled. The Microsoft Teams telephony market presents a huge opportunity, with Cavell Group forecasting that the number of Teams telephony-enabled users will more than quadruple to over 40 million by 2027 in Western Europe and North America. Call analytics for Teams will not only help resellers enhance their Microsoft Teams offering, but it will also accelerate their market share and combat margin erosion.

iCall Suite for Teams is easy to use with intuitive dashboards that help visualise and measure business-critical call performance KPIs. Unreturned missed calls, grade of service, percentage calls answered, and caller tolerance in queues, enable users to meet service levels, maximise revenues and gain business clarity. Easily accessible from any browser, reports can be customised, downloaded, scheduled, and shared for quick decision-making. iCall Suite for Teams is designed to be simple to deploy through seamless automation and synchronisation with the Microsoft 365 active directory.

iCall Suite for Teams will be available to partners in November 2023 and can be deployed as a fully white labelled service, helping resellers with brand consistency and differentiation while providing a stronger user experience.

This launch strengthens Tollring’s close working relationship with Microsoft, having recently launched the Analytics 365 certified transactable app in the Microsoft Teams marketplace earlier this year. Analytics 365 is designed to deliver insights and understanding of Teams collaboration and behavioural trends to help increase business performance.

Tony Martino, CEO of Tollring says, “With the growth in demand for Microsoft Teams Phone, we are excited to add iCall Suite to our Microsoft product portfolio. Having worked closely with Microsoft over the past two years, and as specialists in call analytics, it was a natural next step. Our technical capability, Microsoft certifications, proven award-winning portfolio and highest security standards makes this a business-critical application for anyone using Teams Phone. This is an exciting opportunity for both our new Microsoft IT reseller community and our existing partners.”