TeleWare Adds Call Analytics for Skype for Business

TeleWare has launched cloud-based analytics for Skype for Business (SfB).

The solution incorporates compliant voice recording with interactive voice response (IVR) and voicemail. The enhancement will capture and analyze call data, helping users to gain a deeper insight into their business. The result is improved employee engagement, businesses agility, process efficiency and customer satisfaction.

“We developed this solution to respond directly to the fact there are some limitations with the ‘off the shelf’ offering,” said Steve Haworth, CEO of Teleware Group. “A number of existing customers have come to us looking for a recording solution that they can use within their SfB interface. This new offering allows businesses to integrate additional functions to enhance the core product. It is integrated into the existing network infrastructure and requires little investment, making it an easy and cost effective solution to deploy.”

He added, “The real value of this enhancement is through the analysis of the call data captured. This business insight is translated into valuable information that can be used to train and coach staff to provide a better customer experience. Ultimately, improving productivity, increasing revenue and lowering costs.”