Mid-market vs SME solutions The key difference between selling call recording to SMEs and mid-market companies is that the mid-market is more likely to request integration with CRM or other corporate systems. The focus when selling to the mid-market should be on externalising information, so it is important to have strong APIs available. This size…
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Steve 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…
Read MoreWith Generation Y ‘millennials’ helping to drive changes in working practices, everything today must be optimised for flexible working, for productivity at any time and in any location.When looking at a mobile first approach, we need to consider not just smartphones, but also laptops and tablets. The assumption from the outset must be that the…
Read MoreA good portal presents the right information in the right format, and requires little support so users can self-serve. This means it needs to be easy to use and easy to access from anywhere, on any device. The channel should therefore look for a portal that is browser-based with a mobile-first, desktop-second policy.The key…
Read MoreITSPA have launched Version 3 of their best practice paper ‘Recommendations for Secure Deployment of an IP-PBX’. Outlining the configuration methods that should be implemented on an IP-PBX installed in a customer’s premises, it also details the support service providers can provide to assist in the identification and avoidance of attack. This document update…
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To deliver customer service excellence, it is imperative that organisations understand their customers and review their experience of interacting with the business. This means plotting the various potential customer journeys through the business, not just those that pass through the call centre. Analytics lie at the heart of any business and remain the leading factor…
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