Tollring has launched a mid-market contact centre solution, called iCall Suite (and on the Cisco BroadWorks cloud calling platform), providing new supervisor and agent consoles for call centre agent management, call control, team analytics and collaboration.
"This new functionality will help organisations to improve staff productivity at every customer touchpoint and maximise customer experience," stated Tony Martino, CEO of Tollring.
“We’ve been delivering call management solutions in the mid-market space for many years, focusing on business communications reporting, visualisation and call recording.
"Now we are providing new contact centre features that empower supervisors to make real-time decisions and drive the highest performance from agents."
Collaborative workspaces enable supervisors to understand customer interactions, predict trends and influence the performance of their agents, while agents on the front line have control over customer communications and access to performance views.
Subscribers gain a full understanding of their contact centre operations and visibility of the customer journey (both in and outside the contact centre).