Award-winning BroadSoft app iCS insight delivers powerful call data visualisation accessible from any device.
The BroadSoft Xtended Incubator Program is a global initiative that accelerates the development of Unified Communications (UC) applications by providing seed funding to innovative third-party application developers. Tollring received the award for iCS insight, which seamlessly integrates with the BroadWorks CDR Call Accounting feed to enable customer-facing teams with SLAs / target commitments monitor inbound and outbound calls on any device. The intuitive ‘click and drill’ application is easy to deploy and enables businesses of any size to view call metrics critical to their business, by accessing reports, dashboards and wallboards that have been optimised specifically for mobile devices.
The new app helps businesses to make immediate decisions based on call activity. Visual dashboards and wallboards are delivered via a browser on any computer or mobile device. Managers can frequently monitor caller tolerance, percentage calls answered, abandoned calls and unresolved missed calls to improve customer service and achieve goals.
Karim Sadroudine, Director, Applications Marketplace at BroadSoft comments “We know that data analytics is critical to running a business efficiently, so we have been keen to add a call reporting app to our Xtended marketplace. We believe iCS is a valuable productivity tool that will enable businesses to visualise their call data and turn it into business intelligence.”
For businesses requiring enhanced level reporting and analytics, it is easy to upgrade to other modules of icall suite (iCS) cloud. The call reporting module delivers ‘real-time’ call data at the end of every call, additional reports, report scheduling and customisable dashboards. Premier reporting provides ‘live’ wallboards, ACD information, calls queuing and user presence. For customers using OrecX hosted call recording, the call recording module integrates fully to enable recordings to be played, flagged, tagged and evaluated within the application providing users with a unified analytics portal.
Tony Martino, MD of Tollring comments “Our iCS insight app was very well received at BroadSoft’s annual users’ conference, BroadSoft Connections 2014: Power Up as it clearly addresses the market need for business reporting and analytics. Our cloud solutions portfolio has never been stronger, we are extremely proud to be recognised as an innovator of BroadSoft applications and delighted to receive the BroadSoft Xtended Incubator Program Award.”
“BroadSoft recognizes the funding challenge developers face getting applications from concept to customer, and by committing funding, resources and support – as well as access to our global customer base of more than 600 service providers – we aspire to accelerate enterprise and consumer adoption of innovative applications,” said Leslie Ferry, vice president marketing, BroadSoft.