Understanding the ‘customer experience’ is increasingly seen as the key to competitive advantage. Creating a good customer experience is all about knowing what the customer wants and how the customer wants to obtain it. Given the many channels through which customers can engage with a business, organisations are building Customer Journey Maps (CJM) to help…
Read MoreAccording to a recent report from technology research firm Frost & Sullivan, hosted IP telephony and unified communications and collaboration (UCC) have reached mass adoption, as organisations increasingly turn to cloud infrastructure. Both small and larger organisations are driving this phenomenal growth in IP telephony as they use it to boost productivity, enhance flexibility and…
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Tollring is launching the latest modules of iCall Suite (iCS) telecoms data analytics & visualization at BroadSoft Connections 2015: Define The Future. iCS version 2.1 delivers powerful call recording, flexible storage and multi-site analytics, accessible from all smart devices. New fraud protection detects anomalies in call activity immediately and iCS Contact provides enhanced contact centre…
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On Friday Tollring was announced winner of the Data Visualisation of the Year category at Computing’s inaugural Vendor Excellence Awards 2015, which celebrate innovation and excellence in enterprise technology. Tollring is proud to have been nominated as double finalist and announced winner at the awards ceremony on Friday 10th July. The award-winning solution is Tollring’s iC360 suite,…
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The call management applications of today deliver valuable insight into a customer’s experience through detailed real-time call analytics, such as: Unreturned missed call reporting, which should be at the heart of any customer service strategy for improved customer satisfaction and retention. Such reporting has become more sophisticated, even enabling businesses to identify which calls were…
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What is an informal contact centre? At Tollring, we perceive the informal contact centre SME space to be in the range of 5-30 seats (across multiple departments / contact points), a size rarely spoken about when discussing contact centre management, even though a huge number of businesses fit into this category – a huge untapped…
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