Customer Experience

Understanding and Leveraging Customer Experience

Customer experience is overtaking price and product as a key differentiator, meaning it is essential for businesses to understand how their customers engage across all media channels.

Customer Experience | Business Intelligence

How to Approach Business Intelligence Opportunities

Business Intelligence has the ability to help both resellers and customers to improve their understanding of their businesses and can unearth significant and sustainable improvements.

Telecoms Fraud

Combat Telecoms Fraud: Don’t Just Cap It, Kill It!

Toll fraud and phone hacking is a multi-billion-pound business for criminals, with monetary damages more than double that of credit card fraud.

Customer Experience | Call Analytics

Will Your Customer Journey Map Bypass the Call Centre?

Despite the emergence of multi or omni-channel marketing, the preferred channel of communication for many remains the telephone. This instrument remains the channel of choice in many sectors and a large amount of business-critical intelligence can be leveraged from it to inform the mapping process and future success.

Call Analytics 

The 3rd Platform and Implications for the Channel

The 3rd Platform is transforming the way people relate to technology by combining mobile, social media, cloud computing and bit data/analytics. The ‘3rd Platform’ has become the latest hot topic and with the cloud at its core, offers considerable opportunities to both existing providers and new entrants.

Call Analytics | Customer Experience

Resolving Missed Calls: The Key to Transforming Customer Service

Customer Experience | Business Intelligence

Introducing the Halo Effect to Drive Competitive Advantage

6 Steps to Minimise Company Expenditure and Improve Productivity
When measures are taken to create a ‘halo effect’ in your business, the benefits will ripple across the entire enterprise.

Minimising wastage in company expenditure need only take a few simple steps, to bring about a change of attitude and achieve sustainable improvements that will increase your profit margin.

Customer Experience | Call Analytics

Understanding and Leveraging Customer Experience with Call Analytics for Mitel MiVoice Business

This eBook provides a foundation for understanding customer experience across multiple industries and
demonstrates how to leverage CX with Call Analytics for Mitel MiVoice Business.

Cloud communications leader uses fraud protection for Cisco BroadWorks

Fraud Case Study

Tollring’s solution is brilliant since it can be tuned to the traffic profiles of individual customers, and it will trigger a stop based on predefined commercial spend limits, so customers never face an overspend on their bill.

Providing Call Centre Clarity

Synlogic

They now have a lot more insight into their callflows across the whole organisation

A Synlogic VoIP and Communication Specialist

Synlogic deliver the complete IT environment: security, internet connections, and hosted and mobile telephony. Their customer Auto Palace had difficulty gaining insight into the complete callflow of their branches, which was solved by RoutIT’s HIP Receptionist and HIP reporter.

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Fighting Telecoms Fraud

BT Group

Using automated and self-learning technology is the way forward. It empowers everyone in the food chain.

Senior Manager at BT

The capability of Tollring’s fraud and credit management solution enables BT to take a proactive stance and deliver a whole new level of real-time intelligent fraud detection and protection as soon as it enters the network.

Within hours of going live, Tollring’s solution proved itself to be highly effective at identifying and preventing fraud. For BT Group, Tollring is monitoring 20,000 peak concurrent calls and over 250,000 monitored endpoints on its BroadSoft UC and NOAS SIP Trunking platforms.

Tollring’s overall average findings of 95% of fraud incidents across platforms in the past year captured by intelligent analytics suggests that relying on credit capping is vastly insufficient in the fight against fraud. If such a high percentage of fraud attacks continue to be captured by intelligent analytics, we believe this will cause a huge shift in the channel’s approach to fraud in the industry

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Managing Mobile Expenditure

Sopra Steria UK

The new call tagging system is fantastic! Whoever chose the system should get a major pat on the back! At last we have a system that is easy to use, clear concise, to the point… superb!

PA to Executive Board Member, Steria

Steria, the IT enabled business services specialist, operates across 16 countries and employs 20,000 people worldwide, a large proportion of which carry mobile phones provided by the company.

Keen to control its escalating mobile communications bill, Steria appointed Tollring, leaders in business intelligence, to rationalise its current system, implement a cost-effective telecoms management solution and halve its costs.

Sopra Steria experienced a 3 month return on their investment and recognised a significant / positive impact on day-to-day business.

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Driving Customer Service & Resolving Missed Calls

Wolseley UK

iC360 suite is a simple concept that can transform customer experience

Wolseley UK Head of Business Infrastructure

Wolseley is the UK operating company of Wolseley plc, the world’s largest distributor of heating and plumbing products to professional contractors and a leading supplier of building materials in North America and Europe. Across the country, Wolseley UK’s trade branches service customers’ on-demand and time-critical needs, either over the counter or via telephone.

Wolseley UK embarked on an exercise to identify a call reporting system that could accurately analyse missed calls in real-time and enable busy branch managers to resolve queries across the 919 branches.

iC360 Suite enables customer calls to be managed in real-time at branch level, and in-depth analytics / reportsto be generated by its executives.

Wolseley UK’s priority is to achieve excellence in customer service. Wolseley UK believes iC360 Suite is helping to accomplish this.

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Delivering Reseller Exellence

4Com

Tollring’s proactive health-check service has made a huge difference to the way we support end customers

A 4Com Maintenance Director

4Com plc is focused on delivering business communications solutions that save time and increase revenue. In order to provide this excellence to their customers, 4Com embarked on a review to evaluate their product portfolio.

Through their association with Samsung, 4Com came to recognise Tollring software applications as ‘best of breed’ within the call recording and reporting arena. 4Com’s long term objective is to build a strong brand, so Tollring’s white label options provided the ideal model.

4Com has built a strong relationship with the Tollring support desk and development team, and are confident in what they can deliver to customers. The flexibility of Tollring’s reporting and dashboard framework allows 4Com to meet increasing demands for customisation.

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Using Analytics to Deliver Excellent Customer Experience in Unpredictable Times

Customer experience is overtaking price and product as a key differentiator, meaning it is essential for businesses to understand how their customers engage across all relevant media channels, and across all departments and business functions.

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Analytics 365: Analytics for Microsoft Teams

Analytics for Microsoft Teams: Using collaboration metrics to boost business performance, staff wellbeing and customer experience. As Microsoft Teams has become critical in business communications, the focus has shifted to analytics for a better understanding of interactions and collaboration, both internally and externally…

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Beyond SIP: The Teams Analytics Opportunity | Opportunities with Microsoft

For most businesses, the shift to Teams was quick and relatively unplanned. Now, though, we’re at a point where end customers are looking for more from their Teams implementation. They want to ensure it’s effective for the long term, whether they choose to proceed with a hybrid working environment or have everyone return to regular office life.

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