White Papers, Podcasts & Case Studies

Access your copy

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.

Download

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.

Download

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.

Download

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.

Download

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.

Download

Call Analytics | Customer Experience

Resolving Missed Calls: The Key to Transforming Customer Service

Companies invest large sums in Customer Experience Management (CEM) and enabling technologies, but in many cases fail to satisfy customers as many calls are left unresolved. Customer care can be punctured by the simplest business experience – the telephone call.

Download

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.

Download

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.

 

Download

Latest Case Study:

Taking the Lead with Tollring

IT Reseller

Tollring’s iCall Suite has been critical across our whole business and a massive part of our success

IT Reseller Telemarketing Director

In this case study, discover how a leading UK business IT and telecommunications company has been using Tollring’s iCall Suite call analytics and call recording service to help streamline all areas of call handling.

Read the full case study to find out more

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.

Download your copy and find out more

Download

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.

Watch the video and find out more

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

Download your copy and find out more

Download

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.

Download your copy and find out more

Download

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.

Download your copy and find out more

Download

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.

Download your copy and find out more

Download

Tollring delivers insight that impacts employee and customer alike

In this podcast we learn about how that information is more vital than ever to navigating through this fast-paced period. We also learn about Tolling’s new Analytics 365, a native app for Microsoft Teams.

Source Telecom Reseller

Listen Now

Discussing the importance of analytics within Microsoft Teams with Tollring

Tony Martino, CEO of Tollring and Senior Research Analyst Finbarr Begley from Cavell Group discuss the importance of analytics with Microsoft Teams. Tollring showcases its portfolio of analytics products in Microsoft Azure and Teams. Alongside voice, the analytics features which record user tool use, how their time is spent across internal chats, meetings, external meetings and breaks are highlighted as one of the key features given enterprise demands.

Recorded by Cavell Group

Listen Now

Optimising the collaboration experience with analytics

In this webcast, Tollring CEO Tony Martino discusses the changing analytics landscape, how companies are measuring customer experience and improving business performance. He also talks about the changing nature of the way we work, and how analytics are making a positive impact on employee wellbeing and collaboration.

Recorded by UC Today

Watch Now

Out Loud with Tollring ‘Tackling Fraud Together’

Toll fraud is a huge threat to businesses in the UK. In this podcast round table we hear from industry experts about the state of fraud in the UK and the best ways for customers to tackle this.

Featuring:

Tony Martino – CEO at Tollring

Alastair Buck – BT General Manager for Voice and Wholesale Product Management

Alex Mawson – Daisy Group Product Director for Voice Services

Recorded by UC Today

Listen Now
laptop user performance

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.

Access the Webinar and find out more

Get Access
Tony Commsverse Webinar

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…

Watch the Webinar and find out more

Watch Now
Beyond SIP Teams Analytics-01

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.

Access the Webinar and find out more

Watch Now
White Papers

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.

Download

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.

Download

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.

Download

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.

Download

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.

Download

Call Analytics | Customer Experience

Resolving Missed Calls: The Key to Transforming Customer Service

Companies invest large sums in Customer Experience Management (CEM) and enabling technologies, but in many cases fail to satisfy customers as many calls are left unresolved. Customer care can be punctured by the simplest business experience – the telephone call.

Download

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.

Download

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.

 

Download
Case Studies

Latest Case Study:

Taking the Lead with Tollring

IT Reseller

Tollring’s iCall Suite has been critical across our whole business and a massive part of our success

IT Reseller Telemarketing Director

In this case study, discover how a leading UK business IT and telecommunications company has been using Tollring’s iCall Suite call analytics and call recording service to help streamline all areas of call handling.

Read the full case study to find out more

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.

Download your copy and find out more

Download

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.

Watch the video and find out more

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

Download your copy and find out more

Download

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.

Download your copy and find out more

Download

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.

Download your copy and find out more

Download

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.

Download your copy and find out more

Download
Podcasts & Webcasts

Tollring delivers insight that impacts employee and customer alike

In this podcast we learn about how that information is more vital than ever to navigating through this fast-paced period. We also learn about Tolling’s new Analytics 365, a native app for Microsoft Teams.

Source Telecom Reseller

Listen Now

Discussing the importance of analytics within Microsoft Teams with Tollring

Tony Martino, CEO of Tollring and Senior Research Analyst Finbarr Begley from Cavell Group discuss the importance of analytics with Microsoft Teams. Tollring showcases its portfolio of analytics products in Microsoft Azure and Teams. Alongside voice, the analytics features which record user tool use, how their time is spent across internal chats, meetings, external meetings and breaks are highlighted as one of the key features given enterprise demands.

Recorded by Cavell Group

Listen Now

Optimising the collaboration experience with analytics

In this webcast, Tollring CEO Tony Martino discusses the changing analytics landscape, how companies are measuring customer experience and improving business performance. He also talks about the changing nature of the way we work, and how analytics are making a positive impact on employee wellbeing and collaboration.

Recorded by UC Today

Watch Now

Out Loud with Tollring ‘Tackling Fraud Together’

Toll fraud is a huge threat to businesses in the UK. In this podcast round table we hear from industry experts about the state of fraud in the UK and the best ways for customers to tackle this.

Featuring:

Tony Martino – CEO at Tollring

Alastair Buck – BT General Manager for Voice and Wholesale Product Management

Alex Mawson – Daisy Group Product Director for Voice Services

Recorded by UC Today

Listen Now
Webinars
laptop user performance

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.

Access the Webinar and find out more

Get Access
Tony Commsverse Webinar

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…

Watch the Webinar and find out more

Watch Now
Beyond SIP Teams Analytics-01

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.

Access the Webinar and find out more

Watch Now