BroadSoft partners and their customers can now leverage new features, modules and enhancements in the latest release of iCall Suite, which will in turn drive new opportunity, add value and mitigate risk. iCall Suite enhances and enriches partners’ voice offerings by adding new services, value and incremental revenues.
Fraud and Credit Management for BroadSoft customers is the latest addition to iCall Suite. Telecoms fraud costs the industry billions of dollars each year, with the average fraud attack costing the end customer many thousands of dollars, enough sometimes to bankrupt organisations. These new fraud and credit management capabilities integrate seamlessly with BroadSoft Business BroadWorks® call control platform and uniquely deliver comprehensive and intelligent ‘spot and block’ capability in real-time for the BroadSoft Business cloud voice and SIP trunking applications. In addition to proactively preventing significant financial losses from fraud attempts before they happen, the solution includes credit and spend limit tools to prevent customer bill shock, reduce bad debt and decrease customer churn.
BroadSoft customers can leverage the ‘Power of One’ comprehensive suite of workforce productivity tools, including Call Analytics, Wallboards, Call Recording and Fraud Management all from a single, secure and easy to use portal, accessible from any device including smartphones and tablets. Tollring recognises the importance of brand recognition to customers, so also offers iCall Suite as a white label solution so it can become fully integrated in the wider portfolio. BroadSoft Business customers can deploy the solution as a managed cloud solution or build it in their own data centres.
Call analytics for the BroadWorks call control platform delivers valuable insight in the right format at the right time to drive significant value to the partner and their customer. By adding call reporting and wallboards to the existing voice offering, BroadSoft customers can create compelling and differentiated customer propositions that help sales teams sell more, be more competitive and land business quicker. iCall Suite also helps to reduce customer churn and create customer lock-in to higher value services as their customers become dependent on insight and start benefiting from the results of this business knowledge.
To further support Broadsoft customer, Tollring offers an analytics portal for Broadsoft customers to quickly and easily provision end users, or add iCall Suite products to their existing customers voice service. The portal also facilitates partner billing via downloads or APIs. Deploying, managing and charging for iCall Suite products becomes easy and automated.
Tony Martino, MD of Tollring says, “iCall Suite has undergone extensive development since we first started working with BroadSoft in 2014. As we continue to reach out to the BroadSoft community, we are finding that our productivity solutions offer a fantastic opportunity for service providers to increase customer retention and add real value to their customers’ businesses. Tollring is taking major steps to tackle the issue of fraud in cloud telephony, which presents exciting new opportunities ahead for BroadSoft customers.”
“Tollring is united with BroadSoft in driving successful and innovative BroadSoft Business mobile unified communications, team collaboration and contact center solutions”, said Taher Behbehani, chief digital and marketing officer, BroadSoft. “We are thrilled that Tollring has chosen to make this announcement at Connections, and to join us as we collectively change the game by transforming our industry and the market.”
Alongside innovations in iCall Suite product development, the company has joined key players in the fight against fraud including the Internet Telephony Services Providers’ Association (ITSPA), the Telecommunications UK Fraud Forum (TUFF) and the Association of Fraud Examiners (AFE).
iCall Suite 2016 includes:
- Fraud and Credit Management for service providers with comprehensive real-time detection, blocking and credit limit management.
- Call Reporting and Analytics to help understand the customer journey through the business and to resolve unreturned missed calls.
- Contact Centre Wallboards for customers that need to see live calls queuing in both formal and informal call centres.
- Cloud Call Recording and optional managed storage for regulated and non-regulated customers who need to record calls to help train staff, improve customer service, resolve customer disputes and to achieve regulatory compliance.