Microsoft Teams is no longer just a communication platform; for many businesses it’s the hub at the centre of everything they do. And, with Microsoft’s marketplaces now hosting over 2000 apps for Teams, there’s limitless scope for partners that wish to create their own, differentiated propositions that touch almost every area of their customer’s business.
For telecoms resellers, this presents a golden opportunity to not only widen their addressable market but also increase the number of Teams licences sold, increase ARPU and reduce churn. One such untapped opportunity is call recording.
Beyond basic call recording
Call recording solutions have evolved far beyond playback and evaluation. Today, AI is transforming recordings to actionable business intelligence at scale. This is hugely transformative for customer experience, with insight into customer sentiment, operational bottlenecks and training opportunities.
This evolution means that resellers can move from offering a basic compliance tool to delivering strategic value that delivers meaningful business outcomes.
And it’s in high demand. Industries like financial services, healthcare, legal, and customer support rely on call recording for compliance, quality assurance, and operational efficiency. But the real differentiator lies in AI-driven conversation analytics - helping businesses not just record calls but truly understand them.
Tollring has long been at the forefront of cloud-based call recording innovation, including with solutions for Microsoft Teams. Managing over 879,000 minutes of recorded calls daily across 500,000 calls, Tollring continues to make substantial investments into the infrastructure and R&D resource needed to provide reliable, secure, and game-changing recording and analysis.
How resellers can maximise the opportunity
The shift to Microsoft Teams’ ecosystem has placed traditional telecom resellers in a unique position. With their deep understanding of communication systems, resellers already have the skills and knowledge to help businesses to make the most of telephony services with call analytics and call recording as key features.
And with expert guidance, resellers can help their business customers to integrate a suite of valuable applications that align perfectly with their processes and objectives.
Resellers can leverage the call recording opportunity through:
- Education. Many businesses aren’t aware of the full potential of call recording for Microsoft Teams. This is an opportunity to show them how it can enhance their compliance, business efficiency and customer interactions.
- Emphasise AI differentiation. Show customers how call recording goes beyond compliance by transforming their business operations and customer experience
- Expert advice. Resellers thrive when they move beyond selling a basic service and instead deliver strategic expertise. By becoming a trusted advisor, resellers can solidify their position as indispensable partners in business communications, not only boosting sales but reducing churn.
Looking ahead, Microsoft’s continuous enhancements to Teams means that call recording will only become more powerful. Resellers who embrace this shift and offer conversation analytics will find that it represents more than a short-term opportunity – it’s a strategic move that will increase Teams adoption, drive new revenue streams and solidify customer loyalty.