Category: Analytics

Analytics and Call Recording: The SaaS Opportunity for Resellers and Service Providers

SaaS vendors in the IT and telecoms market have a number of new and specific challenges. For a small start-up, the commercial investment and time to revenue is long and protracted. These companies have to give a lot away for very little money for quite some time before they start to even begin billing, let…

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2020 Contact Centres – Priorities and Opportunities in the Search for Broad Customer Engagement

There is clear demand for omni-channel customer engagement in consumer sectors, particularly those industries which are heavily transaction-based. However, where there is complexity or where a buyer-supplier relationship is important, for example in smaller B2C organisations, and most of those which are B2B, voice is still used as the primary communication medium outside of email….

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Customer Experience, Deep Insight and the Omnichannel Opportunity

Deep Insight in an Omnichannel World The customer landscape is changing with the rise of the younger ‘millennial’ generations. These customers are more tech-savvy and are looking for a better experience when considering the different channels of communication at their disposal such as online chat, SMS, email, social media, and newer options like WhatsApp for…

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Analytics and Call Recording for Banking and Finance

The finance/banking sector is a highly competitive global marketplace. It is also one of the most heavily regulated with organisations under constant scrutiny to adhere to continued governance such as PCI compliance, Dodd-Frank Act compliance, MIFID II Compliance, and GDPR compliance. Cyber Security is a top priority as these organisations strive to prevent cyber-threats, hackers…

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Making Big Data Work for the SME: Call Management and Analytics

How can analytics be used as a source of new business? With analytics, businesses can understand how to achieve the best performance possible within the constraints of their technical and commercial resources. There are two key ways: customer segmentation and customer experience. Whilst previously the domain of larger enterprises, SMEs can now access essential analytics…

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Novum Networks sets out to Transform Customer Experience in Australia

Novum Networks, a leading provider of unified solution technology in Australia, is transforming customer experience using Tollring’s iCall Suite cloud analytics across its complete service portfolio. With the enhanced analytics service, Novum Network’s partners and customers can now analyse the whole customer experience, better manage customer relationships, and strive for excellence in customer service. iCall…

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