Uxbridge, UK, Sept 28, 2021 -- Tollring has released an upgrade to its iCall Suite cloud call reporting solution, giving customer-facing teams the ability to improve their customer call journeys, to drive better decision-making and boost team performance.
The new analytics and reporting capabilities within iCall Suite include sentiment analysis to reveal a clear understanding of the overall customer experience, with insights into the journey each customer takes when interacting with an organisation. New CRM integration with platforms such as Salesforce, Hubspot, Zoho, Zendesk, Workbooks, Nimble, Fresh Sales, Agile or MS Dynamics 365, uses customer CRM data to bring call journey analysis to life.
Tony Martino, CEO of Tollring says, "Businesses need to understand how customers contact them, how that customer touches different parts of their organisation, how interactions get resolved, and how customers feel about their experience. It’s not enough to just look at a snapshot of an engagement and extrapolate what their experience might have been; it’s about capturing the journey of each customer’s phone call and understanding where it takes them. In our new hybrid working world, the cleanliness of the customer journey is critical. The shorter and more efficient the journey, the better the customer experience – and good experiences lead to greater loyalty and retention.
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"We have given users complete flexibility and control so that iCall Suite reflects their business and they can monitor call journeys in line with customer service level requirements. Reports and dashboards can be set to monitor every call to ensure performance is as expected, with ratings on overall call journey experience including multiple call journeys over a selected periods of time together with daily trends."
The release also introduces new supervisor and agent management capability specifically for Cisco BroadWorks call centres that further improve customer interaction management and agent productivity.
Posted by Veronica Silva Cusi, news correspondent
Published: Thursday, September 30, 2021
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