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…
Read MoreTollring launches iCall Suite 2016, a fully integrated multi-tenant call analytics and call recording service for powerful data visualisation and fraud detection. Organisations can monitor business-critical call metrics by accessing real-time reports, intuitive dashboards, visual wallboards and call recordings via live tiles that are optimised for mobile devices. Channel partners such as BT, Mitel and…
Read More
Tollring launches a new white paper that gives the channel insights into how they can make the transition to valuable cloud-based services. The paper looks at the importance of analytics, the benefits of a hybrid models, suggests ways to access big data and gives pointers on how to monetise services and incentivise sales teams. Carl…
Read More
Today call management applications are deployed either as on-premise, hybrid or cloud solutions. From June, Tollring is launching the latest iteration of iCall Suite call analytics and recording as one single solution deployed in the cloud, as a hybrid model or on-premise, accessible on any device. This will cover all of our channel needs as…
Read MoreA Guide to Approaching Customers That Need to Monitor Calls but Do Not Have a Dedicated Call Centre The Informal Call Centre Proposition Often, many businesses do not appreciate that they have an informal contact centre, yet most will agree that more effective customer interactions are essential to their business. Resellers need to demonstrate how…
Read MoreCarl Boraman – Commercial Director Hybrid Cloud is incredibly important since it enables companies to transition into the cloud. As a disruptive rather than destructive technology, it allows organisations to experiment and to build cloud services on to their existing services. This is particularly important for larger private and public sector organisations with extensive data…
Read More