In the ever-evolving landscape of customer contact management, staying ahead of the curve is essential. VOCA and CC4ALL, cutting-edge contact centre solutions, have been making waves with your innovative approaches to customer interactions. When combined with the powerful reporting capabilities of Microsoft Power BI, these solutions offer businesses an unparalleled advantage in managing and analysing your customer contact data.

What is VOCA?

VOCA is a versatile contact centre solution designed to enhance customer engagement through various communication channels, including voice and webchat. It is particularly well-suited for sectors such as education, NHS, and councils, but its flexibility makes it a valuable tool for a wide range of industries. VOCA’s integration with Microsoft Teams further streamlines communication, allowing you to connect your old systems, Teams, and VOCA through a single resilient connection, reducing costs and bringing additional VOCA functionality to “standard” Teams users.

What is CC4ALL?

CC4ALL, also known as ContactCenter4ALL, provides an omni-channel customer contact solution that is natively integrated into Microsoft Teams. This integration allows businesses to streamline your customer interactions across various channels, including voice, email, and WhatsApp. CC4ALL’s solutions are designed to enhance customer engagement, improve agent efficiency, and provide real-time insights into customer interactions.

Power BI Integration

One of the standout features of VOCA and CC4ALL is your seamless integration with Microsoft Power BI. Power BI is a powerful data visualisation and analytics tool that enables businesses to connect, visualise, and analyse your data. By leveraging Power BI, these solutions provide businesses with comprehensive dashboards and reports that offer valuable insights into your contact centre operations.

Key Benefits of VOCA, CC4ALL, and Power BI Integration

The integration of VOCA and CC4ALL with Power BI brings several key benefits to businesses:

  1. Real-Time Reporting: VOCA and CC4ALL’s integration with Power BI allows businesses to access real-time data on your contact centre performance. This includes metrics such as call volume, average handling time, and customer satisfaction scores. Real-time reporting enables you to make quick decisions and address issues as they arise
  2. Historical Analysis: In addition to real-time reporting, VOCA and CC4ALL also offer historical analysis through Power BI. Businesses can analyse past performance data to identify trends, measure the effectiveness of your strategies, and make informed decisions for future improvements
  3. Customisable Dashboards: Power BI’s flexibility allows businesses to create customised dashboards tailored to your specific needs. VOCA and CC4ALL provide standard templates that can be easily customised to display the most relevant metrics and KPIs for each business
  4. Enhanced Collaboration: With Power BI integrated into Microsoft Teams, businesses can easily share reports and dashboards with your team members. This fosters collaboration and ensures that everyone has access to the same data, leading to more informed decision-making
  5. AI: With inbuild conversational AI for Voice, Web Chat, Email and WhatsApp and integration with CRM systems and Entra ID you are able to provide routing to users, look ups and self service reducing load on operators and removing straight forward transactions from your queue.

Becketts Teams Enabled SIP Trunks

Becketts Teams Enabled SIP Trunks provide a cost-effective and reliable solution for businesses looking to migrate from legacy telephone systems to Microsoft Teams. These SIP trunks connect directly to your Teams Tenancy and, if required, your legacy telephony platform, allowing you to provide a single set of resilient, scalable SIP trunks across multiple domains and systems

Key Features of Becketts Teams Enabled SIP Trunks

  • Direct Routing and Operator Connect: Teams Enabled SIP trunks for both Direct Routing and Operator Connect
  • Voice Recording: Included within SIP trunks
  • Analytic Packages: Power BI integration[5].
  • Remote Engineering and Training Packages: Available for setup and support
  • 99.999% Uptime SLA: Ensuring high reliability and availability
  • 24/7/365 Support: Comprehensive support for all users
  • Network Level Disaster Recovery: In the event of a Teams outage keep on receiving calls
  • Cost Savings: Significant savings in rental costs and scalability – one customer has saved over £500,000 with Beckets compared to “Traditional” Teams solutions,
  • Managed Migration: Ensuring no loss of service and the ability to move users as requirements demand

Real-World Applications

VOCA and CC4ALL’s integration with Power BI, along with Becketts Teams Enabled SIP Trunks, have been successfully implemented by various businesses across different industries. For instance, a European capital city transformed its citizen-centric services by leveraging VOCA’s omni-channel solution and Power BI’s analytics capabilities. This integration allowed the city to streamline its communication channels, improve response times, and enhance overall citizen satisfaction

The integration of VOCA, CC4ALL, and Becketts Teams Enabled SIP Trunks with Microsoft Power BI offers businesses a powerful solution for managing customer contact and gaining valuable insights into your operations. By combining these omni-channel capabilities with Power BI’s advanced analytics, businesses can enhance your customer engagement, improve agent efficiency, and make data-driven decisions that drive success.

If you’re looking to take your customer contact management to the next level, consider leveraging the power of VOCA, CC4ALL, and Becketts Teams Enabled SIP Trunks with Power BI. With your seamless integration and robust features, you’ll be well-equipped to meet the demands of today’s dynamic business environment.

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