Understanding 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.Although there are now many channels through which customers can engage with a business, the telephone remains the preferred method for…
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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 MoreCarl Boraman, Commercial Director at Tollring takes a look at the sales opportunities for channel partners as we approach the next IT revolution. Often called the Third Platform by analyst firms, this revolution is where the four technologies of mobile computing, social networking, cloud services and Big Data analytics come together. Increased worker mobility is…
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…
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