The iCS application seamlessly integrates with BroadWorks CDR, XSi and SIPREC feeds to enable customer-facing teams with SLAs / target commitments to record and monitor calls on any device, visualizing critical business call metrics on dashboards and wallboards.
The new fully integrated modules of the latest version 2.1 include flexible call recording and cloud storage (up to 10 years), fraud detection alarming and contact centre supervisor analytics.
Call analytics integrated with call recording is a powerful combination. Understanding the whole customer experience completes customer relationship management and makes excellence in customer service achievable. Businesses can analyze the number of times the phone rings before answered, the number of unresolved missed calls through to how the call was handled and what was said at company, branch or individual level. iCS Record utilizes the latest web technologies to enable recordings to be played, flagged, tagged and evaluated within the application, providing users with a single analytics portal for a unified user experience. Calls can be archived for up to 10 years in the cloud.
iCS Detect has been introduced to combat call fraud, enforce company policy and meet customer service levels by detecting variance in call activity as soon as it happens. Rules-based alerts can be activated to monitor inbound and outbound call trends allowing Service Providers to proactively manage their customers.
iCS Contact delivers live statistics for team supervisors, such as calls queuing, longest queue time, call handler availability and activity reporting. Live statistics coupled with historical trends provide real customer intelligence, helping businesses to gain efficiencies and optimize staff resources.
Tony Martino, MD of Tollring comments “Building on our very successful launch at Connections 2014, we are looking forward to showcasing the latest modules of iCS at this year’s BroadSoft Connections event. Product development lies at the heart of our organization, led by demand in the marketplace. We are delighted to be able to offer an integrated call recording and analytics suite to the BroadSoft community. The additional modules of call recording, fraud detection and supervisor analytics strengthen our proposition, making excellence in customer service achievable for any business.”
Tollring will be showcasing the full iCS application on 25th – 28th October 2015 at BroadSoft Connections in Phoenix, Arizona. Now in its 13th year, BroadSoft Connections is an annual global users’ conference that has become the epicenter of unified communications innovation. BroadSoft Connections offers an unprecedented opportunity for attendees to capture a growing share of the lucrative UC market by networking with peers, sharing best practices, and learning about powerful strategies to address the current and future needs of customers. The theme of BroadSoft Connections 2015 is “Define the Future,” reflecting BroadSoft’s focus on working with customers and partners to build and deliver innovative unified communications solutions that increase workforce collaboration and productivity, in turn reimaging the future of work.
“Tollring shares our commitment to bringing innovative solutions to market that enable individuals and teams to create, collaborate and be productive in ways never before imagined,” said Taher Behbehani, CMO, BroadSoft. “We are thrilled that Tollring has chosen to make this announcement at Connections, and to join us as we collectively define the future of work.”