Horizon Telecom strengthens Microsoft Teams Services

The addition enables Horizon Telecom to offer its customers enhanced visibility and control over their telephony solutions, further strengthening its position as a trusted communications partner for international businesses.

Horizon Telecom serves a niche market within the Netherlands and the broader Benelux region, focusing on multinational organisations with operations across Europe and beyond. Many of these businesses require a robust and unified telephony solution that can replace fragmented systems spread across multiple sites and countries. With Microsoft Teams increasingly becoming a preferred telephony solution for its clients, Horizon Telecom is maximising its capabilities with value-added solutions such as Analytics 365.

The Analytics 365 suite makes it easy for organisations of any size to measure business-critical call performance and analyse conversations. Intuitive dashboards and wallboards enable users to understand call activity, review conversation topics, spot trends and improve internal staffing levels to meet customer expectations. In-depth metrics such as the number of calls missed or in a queue, reviewed alongside AI-driven insights gained from conversations, provide the essentials needed to maximise customer experience.

Berry van Roekel, Head of Voice at Horizon Telecom says, "We’ve been exploring the market for a call analytics and recording solution to complement our Microsoft Teams offering. We already had a strong relationship with Tollring, and given their expertise and innovation, choosing Analytics 365 was a natural decision.

"The partnership with Tollring further reinforces our commitment to providing our customers with best-in-class solutions. With Analytics 365, our clients can maximise the potential of Microsoft Teams while benefiting from superior analytics, compliance, and operational efficiency.

“Whilst over 80 percent of our clients have Microsoft Teams, many are unaware of the advanced analytics and recording capabilities available through easy-to-access add-ons like Analytics 365. We will now address this gap to give clients insights into their call performance, user activity and system efficiency. With this advanced call recording and conversational analytics capability, clients can review interactions at scale, enabling them to both improve service quality and achieve compliance.”

Beyond this offering, Horizon Telecom’s professional services team plays a vital role in implementation, training and ongoing support. With IT teams facing reduced headcounts and increasing workloads, Horizon Telecom provides the expertise needed to streamline Microsoft Teams telephony adoption while ensuring a seamless user experience.