Tag: Call Analytics

Will Digital Communications Overtake Voice For Customer Engagement In 2020?

Will digital communications overtake voice for customer engagement in 2020? As omni-channel customer experience solutions gain traction, organisations need to think carefully about how voice communication fits into their pre- and post-sale customer engagement plans. A report entitled “State of Customer Experience 2017” from West (now Intrado) stated that “88% of organisations are expecting digital…

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Customer Experience, Deep Insight and the Omnichannel Opportunity

Deep Insight in an Omnichannel World The customer landscape is changing with the rise of the younger ‘millennial’ generations. These customers are more tech-savvy and are looking for a better experience when considering the different channels of communication at their disposal such as online chat, SMS, email, social media, and newer options like WhatsApp for…

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Analytics and Call Recording for Banking and Finance

The finance/banking sector is a highly competitive global marketplace. It is also one of the most heavily regulated with organisations under constant scrutiny to adhere to continued governance such as PCI compliance, Dodd-Frank Act compliance, MIFID II Compliance, and GDPR compliance. Cyber Security is a top priority as these organisations strive to prevent cyber-threats, hackers…

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Making Big Data Work for the SME: Call Management and Analytics

How can analytics be used as a source of new business? With analytics, businesses can understand how to achieve the best performance possible within the constraints of their technical and commercial resources. There are two key ways: customer segmentation and customer experience. Whilst previously the domain of larger enterprises, SMEs can now access essential analytics…

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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…

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Tollring cloud call analytics solution levels the playing field for the on-premises PBX

Tollring today announces the availability of its hybrid iCall Suite analytics and call recording solutions on MiVoice Business and Panasonic NS700 phone systems, with Avaya IP Office coming soon. The cloud solution connects to on-premises PBX equipment, providing channel partners another opportunity to talk to their customers and provide a product with all of the…

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