BT introduces Tollring iCall Suite on WHC platform

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The integrated call analytics offers resellers with data visualisation functionality

BT has announced the introduction of Tollring's iCall suite on its Wholesale Hosted Centrex (WHC) platform, offering customers and resellers valuable insights into how the communications platform is being used.

Businesses can view call metrics in a much more digestible way using data visualisation, giving them the opportunity to re-distribute resources and better plan.

For example, Tollring's iCall Suite allows businesses to monitor both inbound and outbound calls including how many times a customer has called but received no response. If a particular customer has failed to get in contact with the business, it could result in higher customer churn, so being able to identify customers who have not been able to get through means the company can re-align resources to ensure they don't lose the customer's business.

“Including Tollring’s call analytics on BT’s Wholesale Hosted Centrex ensures businesses can access utilisation statistics to see who is calling them, when and how," said Steve Best, managing director for BT Wholesale Products.

"This information is invaluable in terms of providing peak traffic flows, destinations and call behaviour and will help businesses identify customer behaviour and plan resources accordingly. For resellers, this will really help them differentiate their proposition, increase competitiveness and drive new revenues.“

iCall Suite on BT's WHC platform gives businesses access to real-time reports, dashboards and visual wallboards using live tiles that have been optimised for mobile to give companies the information they need in an instant.

“We’re thrilled to become a major part of the evolution of WHC 2.0 and to be able to support BT’s efforts to remain at the forefront of hosted voice services," added Tony Martino, managing director of Tollring.

"The rich functionality within iCall Suite call analytics will enable BT resellers to differentiate their services over their competition by delivering in-depth business analytics that provide a valuable understanding of their customers.”

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