The iCall Suite (iCS) application is available as a cloud (iCS Online) or on-premise (iCS Desktop) solution, seamlessly integrating with major telephony platforms such as BroadSoft BroadWorks, Mitel, Samsung and Ericsson-LG. The solution enables customer-facing teams with SLAs / target commitments to record and monitor calls on any device and visualise critical business call metrics on dashboards and wallboards.
The new integrated modules of the latest version 2.1 of iCS Online include fully managed cloud call recording and storage, fraud detection alarming and contact centre supervisor analytics, accessible from all smart devices. New fraud detection immediately identifies anomalies in call activity and iCS Contact provides enhanced contact centre analytics for supervisors.
Tony Martino, MD of Tollring comments “We are looking forward to showcasing the latest modules of iCS on stand 9 at this year’s Convergence Summit. This is an important event in our calendar and provides an excellent opportunity for us to meet both new and existing partners, as well as the ability to demonstrate how our solutions add real value to channel propositions.”
Details of the new version 7 of iCS Desktop on-premise call management will also be available at Convergence Summit, soon to be available to the channel. The latest call analytics, call recording, contact team analytics and agent call control tools continue to add value to portfolios, by making cutting edge call data visualisation accessible to any business.
Tony Martino, MD of Tollring adds “Product development lies at the heart of our organisation, led by demand in the marketplace. We are delighted to be able to offer to the channel a fully integrated suite of call recording and analytics, available both via the cloud or on-premise.”
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Details on the Product Modules to be Launched at Convergence Summit
- 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 analyse 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.
The new iCS Record module utilises 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 Record fully managed cloud call recording and storage adds value to channel portfolios without the overhead of support and infrastructure associated with traditional call recording.
- 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 and inform both resellers and customers of irregular call behaviour. This module allows Service Providers to proactively manage their customers.
- iCS Contact delivers live statistics for team supervisors (calls queuing, longest queue time, call handler availability/activity reporting). Live statistics coupled with historical trends provide real customer intelligence, helping businesses to gain efficiencies and optimise staff resources.