Tollring integrates iCall Suite for MiVoice Business within Mitel’s core infrastructure

Uxbridge, UK – 6 September 2022: Tollring announces that iCall Suite for MiVoice Business is now available direct within Mitel’s online subscription service.  The new integration enables Mitel partners to access Tollring’s powerful call tracking analytics at a click of a button without the need to invest and install separate servers or data collectors.

Tollring has provided iCall Suite for MiVoice Business since 2016. By embedding iCall Suite into Mitel’s core infrastructure, partners can set up analytics for their customers with zero cost and have customers up and running within minutes. Customers can then access the analytics via their Mitel MiVoice Business subscription service.

Dave Harrison, Head of Sales and Marketing at 4Sight Communications, a Mitel Platinum Solution provider says, “The integration of iCall Suite is a real game-changer. It makes it more cost-effective for the customer and far easier for us to support since it is now within the natural Mitel infrastructure.  The per user per month price also means call analytics is now accessible to many more organisations that previously couldn’t justify the costs.

“With the move to hybrid working, analytics has become essential for organisations wishing to maintain customer service and staff moral when they have a geographically dispersed workforce using a wide range of communications equipment.  The granular information on call activities across a whole business enables them to see and manage their customer service performance and how effective their call handling plans are working against demand and availability. Ultimately, it gives them the ability to set and maintain the balance between staffing performance and a high level of customer service.”

Andy Bannister, Global Head of Sales at Tollring says, “This new integration expands the market and delivers affordable analytics into the hands of many more small to medium sized enterprises. In the past, if a partner wanted to deliver iCall Suite on MiVoice Business, it required investment in their infrastructure. By removing this barrier to entry, Mitel’s MiVoice Business subscription customers have fast and cost-effective access to world-class analytics with minimal up-front costs.

“This follows on from the recent enhancement whereby Tollring now takes advantage of the Mitel MiXML interface to deliver automatic directory sync between the systems. This delivers a low touch install and synchronisation between the platforms, ensuring that reporting and analytics can be delivered for every user as soon as they have been provisioned on the Mitel platform, with no additional configuration required.”