The advent of call recording via the cloud gives customers all the benefits of cloud-based systems whilst enabling the channel to deliver high quality services with increased revenues opportunities from storage and bandwidth. The Old Approach Up until recently, service providers had been building their own call recording services but soon found that delivering reliable…
Read MoreUnderstanding 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…
Read MoreAre cloud-based services a key to building business value for the reseller? Is the OPEX based deployment model best for the customer, the reseller or both parties? According to Tony Martino, Managing Director of Tollring, the Cloud is changing the way customers are buying their telecoms services so providers must adapt fast. The big opportunity…
Read More10 ways that a business can improve customer interactions through better use of their phones Inbound and outbound calls can be monitored using call management solutions that not only enable clients to deliver a quantifiable return on any telecoms investment, but are also proven to drive excellence in customer service. In the past such solutions were…
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