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 Suite enables businesses to analyse calls such as the number of times the phone rings before being answered, the number of unresolved missed calls, how a call is handled to give greater insight into how calls and customer interactions are being managed and delivered at a company, branch or individual level.

Nigel Keswick, Managing Director of Novum Networks explains, “For customers, iCall suite allows business communications to be tracked, monitored and evaluated using the analytics capability. Utilising real-time data, the analytics can deliver business-critical KPIs on visual dashboards and wallboards. The additional benefits of the service provided by the iCall Suite package allows for better workforce utilisation. These are important insights which the call analytics services can deliver to decision makers.”

“And for our partners, the integration of the Tollring service delivers an additional value proposition to traditional voice sales. It helps differentiate our voice services in an ever-changing world of ‘big data’ analysis and reporting; allowing partners to explore new markets and drive revenue by enabling their customers to transform their customer experiences.”

Poor customer experience in Australia costs businesses $122B per year (Accenture) and 24% of Australians stop doing business with a brand they love after just one poor experience (PwC). With iCall Suite, customer-facing teams can record, monitor, analyse calls and visualise critical call metrics on any device in order to preserve their customer experience. The vast array of reports and dashboards are easily and intelligently presented, and provides users with the freedom to customise outputs and develop and design dashboards. When call analytics is integrated with call recording, it delivers a powerful and insightful combination to better understand customer interactions.

Nigel says, “The sales process for our partners is simple. iCall Suite comes in clearly defined service packages, making it easier for our partners to match technical and budgetary requirements for customers. Partner development and system integration is also fully supported by comprehensive API interfaces enabling access to Tollring’s feature set and therefore expanding partner deployment and management capabilities.”

Tollring CEO, Tony Martino says, “Customer experience is a key differentiator for brands all over the world and solutions that unlock this are in high demand. We are delighted that Novum has chosen Tollring to help drive opportunities for their partners in Australia.”