Tollring delivers contact centre (CC) analytics alongside business call analytics to provide a holistic view of the business environment. Over the last few years, Tollring has been working with technology partners such as Mitel, BroadSoft, Ericsson-LG and Samsung who want to deliver a richer CC solution. These companies are embedding our analytics into their systems…
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The advent of call recording via the cloud gives customers all the benefits of cloud-based systems whilst enabling the channel to deliver high quality services with increased revenues opportunities from storage and bandwidth. The Old Approach Up until recently, service providers had been building their own call recording services but soon found that delivering reliable…
Read MoreAccording to a recent report from technology research firm Frost & Sullivan, hosted IP telephony and unified communications and collaboration (UCC) have reached mass adoption, as organisations increasingly turn to cloud infrastructure. Both small and larger organisations are driving this phenomenal growth in IP telephony as they use it to boost productivity, enhance flexibility and…
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The call management applications of today deliver valuable insight into a customer’s experience through detailed real-time call analytics, such as: Unreturned missed call reporting, which should be at the heart of any customer service strategy for improved customer satisfaction and retention. Such reporting has become more sophisticated, even enabling businesses to identify which calls were…
Read More10 ways that a business can improve customer interactions through better use of their phones Inbound and outbound calls can be monitored using call management solutions that not only enable clients to deliver a quantifiable return on any telecoms investment, but are also proven to drive excellence in customer service. In the past such solutions were…
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