Tollring eBook: Combat Telecoms Fraud, Don’t Just Cap It – Kill it! BT has gone live with Tollring’s new real-time Credit and Fraud Management System (CFMS) on its Wholesale Hosted Centrex (WHC) platform. The cloud-based CFMS has been delivered in BT Wholesale’s data centre to provide comprehensive real-time fraud detection and protection of the hosted…
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Understanding the ‘customer experience’ is increasingly seen as the key to competitive advantage. Creating a good customer experience is all about knowing what the customer wants and how the customer wants to obtain it.Although there are now many channels through which customers can engage with a business, the telephone remains the preferred method for…
Read More6 practical ways to use call recording in a way that will help you to understand your customers better: Return missed calls: Keep an eye on missed calls using call analytics, then return every missed call before they call a competitor, to instantly impact customer satisfaction levels. Listen to call recordings to hear how successful…
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Steve Best, Managing Director for BT Wholesale Products BT Wholesale Hosted Centrex platform now includes cloud-based iCall Suite analyticsBT has gone live with Tollring’s new iCall Suite on its Wholesale Hosted Centrex (WHC) platform. The fully integrated multi-tenant call analytics within iCall Suite provides WHC resellers with a powerful data visualisation. The cloud-based iCall Suite…
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To deliver customer service excellence, it is imperative that organisations understand their customers and review their experience of interacting with the business. This means plotting the various potential customer journeys through the business, not just those that pass through the call centre. Analytics lie at the heart of any business and remain the leading factor…
Read MoreTollring launches iCall Suite 2016, a fully integrated multi-tenant call analytics and call recording service for powerful data visualisation and fraud detection. Organisations can monitor business-critical call metrics by accessing real-time reports, intuitive dashboards, visual wallboards and call recordings via live tiles that are optimised for mobile devices. Channel partners such as BT, Mitel and…
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