customer service analytics

The customer service analytics tag follows coverage of contact-centre technology, with current content examining New South Wales Rugby League’s move from a legacy PABX system to Tendfor, a Microsoft Teams-native contact centre and attendant console platform. The case highlights how organisations are bringing calling, reception, support, and internal collaboration into a shared Teams environment instead of maintaining separate phone systems. It also provides context on the wider shift from standalone office telephony toward cloud-based contact-centre services. Use this page to track practical examples of Microsoft Teams deployments that affect customer communications and support operations.