Category: Artificial Intelligence (AI)

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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Fraud Protection and the Role of the Reseller

Fraud Protection and the Role of the Reseller Communications systems deal directly with sensitive customer data day in, day out. From general but sensitive information about individuals, to payment details, there’s a whole range of security undertakings that any reseller offering hosted UC or SIP solutions must entrust to their service provider – unlike in…

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Accessible omnichannel analytics and speech intelligence a major customer experience enabler in 2019

Uxbridge, UK – 3 December 2018: Tollring, the software developer behind the award-winning communications analytics, call recording and anti-fraud product iCall Suite, has revealed their predictions for the end user and channel markets in 2019. “2018 has been the year of analytics; the year where even the smallest businesses have realised how much latent power…

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What is next for interaction management, integration and reporting?

The trends driving innovation in the customer interaction management, integration and reporting space From Tollring’s perspective, innovation is being driven by a number of individual factors and wider trends, including: Changes in the way that customers want to engage with businesses – the method they want, when they want, and with consistency. A renewed focus…

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AI is already delivering savings in the fight against fraud

Every business today is facing a host of new threats in the communications world. Telecoms service providers are no different, and the growing challenge that is VoIP and toll fraud is now estimated to cost £25.5bn globally; more than double that of credit card fraud. The traditional measures that service providers use to prevent this…

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Assessing the Impact of AI on Contact Centres

The Cloud is making the contact centre market more accessible to smaller organisations. This combined with the drive for customer service excellence and the need to address increasing competition means that even smaller organisations without formal call/contact centres can access and benefit from operating their own contact centre. We have seen this happening with other…

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