Tag: CRM Integration

The rise of call recording in conjunction with analytics to achieve excellence in customer service

It is estimated that the UK call recording and quality monitoring market today is worth in the region of £2.0 billion according to industry estimates from two separate analysts Frost and Sullivan and Data Monitor. Frost & Sullivan forecasts that hosted agent performance optimisation (APO), which includes call recording, customer interaction analytics, performance and quality…

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Channel Trends for 2015

By Tony Martino, Managing Director, Tollring The impact of the Cloud Traditionally, technology contracts involved hardware, software, services, integration and education.  When the customer signed a contract they agreed to take on the cost and complexity associated with the capabilities of the deal, thus taking all the risk.  The return on investment was expected to…

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