BT Wholesale goes live with Tollring’s iCall Suite for improved customer management

PictureSteve Best, Managing Director for BT Wholesale Products

BT Wholesale Hosted Centrex platform now includes cloud-based iCall Suite analyticsBT has gone live with Tollring’s new iCall Suite on its Wholesale Hosted Centrex (WHC) platform. The fully integrated multi-tenant call analytics within iCall Suite provides WHC resellers with a powerful data visualisation.

The cloud-based iCall Suite has been deployed to customers on the WHC 2.0 version of the platform. BT resellers and their customers can now monitor business-critical call metrics by accessing real-time reports, intuitive dashboards and visual wallboards via live tiles that are optimised for mobile devices.  The rich functionality promotes proactive customer management and competitive differentiation, and adds value to reseller product portfolios.

Steve Best, Managing Director for BT Wholesale Products said: “Including Tollring’s call analytics on BT’s Wholesale Hosted Centrex ensures businesses can access utilisation statistics to see who is calling them, when and how. This information is invaluable in terms of providing peak traffic flows, destinations and call behaviour and will help businesses identify customer behaviour and plan resources accordingly. For resellers, this will really help them differentiate their proposition, increase competitiveness and drive new revenues.“

Tony Martino, Managing Director of Tollring says, “We’re thrilled to become a major part of the evolution of WHC 2.0 and to be able to support BT’s efforts to remain at the forefront of hosted voice services. The rich functionality within iCall Suite call analytics will enable BT resellers to differentiate their services over their competition by delivering in-depth business analytics that provide a valuable understanding of their customers.”

Customers can monitor inbound and outbound calls including calls queuing and how many times a customer has called with no response.  Every unreturned missed call is a missed opportunity and can result in a dissatisfied customer and increased churn.  Companies that analyse their business communications are proven to gain significant advantage over competitors.

The WHC offering is a complete unified communications service, based on the market leading BroadSoft BroadWorks Hosted UC platform, situated inside BT.  Tollring is an approved BroadSoft Interop Partner and with a product roadmap aligned to BroadSoft’s own development strategy, its products and services are continuously tested and proven on the BroadWorks platform.

Article covered in Comms Business.​