Tollring’s Analytics 365 Call Analytics and Call Recording for Microsoft Teams is being adopted as part of a digital transformation to improve the Make-A-Wish charity’s communications and support systems.
The Analytics 365 helps Make-A-Wish boost the Microsoft Teams Phone communications’ benefits, including internal processes, and supporter engagement.
It also provides critical insights through advanced AI-powered analytics, building on the charity’s previous use to improve its internal communications on Teams.
Oli Wilson, Technology and Workplace Manager at Make-A-Wish UK, said: “By centralising our Teams communications, we now have an entirely cloud-based system, allowing seamless work from anywhere.”
The charity uses Analytics 365 to track call volumes, durations and outcomes, giving better engagement with supporters and improves donor relations.
“We can now track and return missed calls, understand peak call times, and ensure that every supporter or family member reaches the right person in a timely manner.”
Oli continued: “We can use Analytics 365’s AI-powered capabilities to transcribe calls and pull-out sentiment to understand trends and repeated queries across every interaction.”
By tracking internal users’ Teams communication patterns, the charity can also ensure employee well-being and optimise team efficiency.
Oli concluded: “This technology lets us engage more effectively and improve how we operate. It’s not just about understanding our communications; it’s about making sure that every conversation matters.”