Everything you need to know

UC analytics (Unified Communications analytics) is the process of analysing data from business communication platforms such as Microsoft Teams, Cisco Webex Calling, Zoom and traditional telephony systems. It helps organisations understand call activity, user adoption, service performance and communication trends so they can make better operational decisions.

Without analytics, organisations often have limited visibility into how communication systems are being used. UC analytics helps identify service issues, improve customer experience, monitor user adoption, optimise resources and track the return on technology investments. It provides the insight needed to move beyond assumptions and make decisions based on real data.

Yes. Tiger Prism integrates with Microsoft Teams and provides dashboards, reporting and analytics that help organisations understand call activity, user behaviour, adoption, performance and service quality. Insights can be used by IT teams, managers and business leaders to support data-driven decision making.

Yes. Tiger Prism integrates with Cisco Webex Calling and provides detailed call reporting, queue analytics, user activity tracking and call journey visibility. This helps organisations understand how Webex Calling is being used and identify opportunities to improve service performance.

Yes. Tiger Prism can analyse Zoom Phone data alongside information from other communications platforms. This allows organisations to monitor activity, track usage patterns and gain a clearer understanding of their communications environment from a single platform.

Tiger Prism can analyse a wide range of communication data, including call volumes, durations, queue activity, abandoned calls, transfers, voicemail activity, user adoption, service performance and call journeys. The available data depends on the connected platform and services in use.

Yes. Tiger Prism is designed to bring together analytics from multiple communication platforms, including Microsoft Teams, Cisco Webex Calling, Zoom and other telephony systems. This helps organisations create a single view of their communications estate rather than relying on multiple reporting tools.

Call journey analytics allows organisations to follow a call from beginning to end, including transfers, forwards, queues, voicemail interactions and multiple devices. This provides a clearer understanding of the customer experience and helps identify where calls may be delayed, missed or abandoned.

Yes. Tiger Prism provides visibility into queue performance, wait times, answer rates, abandoned calls and agent activity. This information can help managers understand service levels, monitor workload distribution and identify opportunities for improvement.

Yes. Tiger Prism supports role-based access, allowing organisations to provide relevant reporting and dashboards to managers, team leaders and stakeholders without granting unnecessary administrative permissions.

By providing detailed visibility into communication activity, Tiger Prism helps organisations identify missed calls, long wait times, bottlenecks and service gaps. This insight can be used to improve response times, allocate resources more effectively and deliver a better customer experience.

Yes. Historical reporting allows organisations to analyse trends over time rather than relying solely on real-time information. This can help with strategic planning, performance reviews, resource forecasting and service improvement initiatives.

Tiger Prism can be deployed in a secure cloud environment and may also be available in alternative deployment models depending on organisational requirements. This provides flexibility around infrastructure, security and data governance.

Yes. Organisations that require greater control over hosting and infrastructure can discuss on-premises deployment options with the Tiger team.

Deployment times vary depending on the platforms being connected and the requirements of the organisation. In many cases, integrations can be established quickly using secure APIs and existing communications infrastructure.

Yes. Reporting data can be used to support operational reviews, stakeholder reporting and business decision making. Available export and reporting options may vary depending on the dashboard or data source being used.

Tiger provides ongoing support to help organisations get the most value from their analytics platform. Support may include technical assistance, guidance, platform updates and advice on how to use reporting data effectively.

Microsoft Teams analytics helps organisations understand how Teams is being used across the business. It can provide insight into call activity, meetings, user adoption, collaboration patterns and service quality. Analytics helps IT teams and business leaders identify trends, improve user experiences and maximise the value of their Microsoft Teams investment.

Call reporting software collects and analyses data from business phone systems and communication platforms. It helps organisations monitor call volumes, durations, answer rates, missed calls, queue performance and user activity. The information can be used to improve service levels, identify trends and support operational decision-making.

Microsoft Teams adoption can be measured by reviewing metrics such as active users, call activity, meeting participation, feature usage and engagement trends over time. Tracking adoption helps organisations understand whether users are making full use of the platform and where additional training or support may be needed.

Improving call queue performance starts with understanding how calls move through your organisation. Analytics can help identify long wait times, abandoned calls, busy periods and resource constraints. With better visibility, organisations can make informed decisions around staffing, routing strategies and service improvements.

A call analytics platform helps organisations analyse communication data from telephony and unified communications systems. It provides reporting, dashboards and insights that help businesses understand call activity, user behaviour, customer interactions and operational performance.

Customer service call quality can be monitored using analytics that highlight factors such as answer rates, queue performance, response times, missed calls and customer interaction trends. By reviewing this information regularly, organisations can identify opportunities to improve customer experiences and service outcomes.

Call journey reporting provides visibility into the complete path of a call from start to finish. This can include transfers, forwards, queues, voicemail interactions and multiple devices. Understanding the full call journey helps organisations diagnose issues, improve customer experiences and reduce missed opportunities.

Reducing missed calls begins with understanding when and where calls are being lost. Analytics can highlight unanswered calls, abandoned interactions, peak demand periods and queue bottlenecks. Armed with this information, organisations can make changes to routing, staffing and processes to improve responsiveness.

Unified communications reporting combines data from platforms such as Microsoft Teams, Cisco Webex Calling, Zoom Phone and other communication systems. It provides organisations with a broader view of how employees communicate and helps support better operational, strategic and customer service decisions.

Yes. Organisations often use multiple communication platforms, making reporting fragmented and difficult to manage. Analytics platforms such as Tiger Prism can help bring data from Microsoft Teams, Cisco Webex Calling, Zoom and other communications systems together, providing a single view across the wider communications estate.

Communications analytics helps organisations improve visibility, identify service issues, understand user behaviour, enhance customer experiences and make more informed decisions. It provides evidence-based insight rather than relying on assumptions or anecdotal feedback.

Call data can reveal patterns in customer demand, team performance, resource utilisation and operational efficiency. Analysing this information helps organisations identify trends, improve services and support strategic planning.

Reporting focuses on presenting historical data, while analytics helps organisations identify trends, patterns and opportunities for improvement. Together, reporting and analytics provide a more complete understanding of communications performance.

Analytics helps organisations identify delays, bottlenecks, missed calls and service gaps. By understanding how communication services are performing, organisations can make improvements that lead to a smoother and more responsive customer experience.

When evaluating a communications analytics platform, organisations should consider reporting capabilities, data retention, dashboard flexibility, security, integrations, role-based access, support for multiple communication platforms and the ability to provide actionable business insight.

If you would like to see Tiger Prism in action, simply contact the Tiger team to arrange a demonstration. A demo can be tailored to your organisation’s communication platforms, reporting requirements and business objectives.