Subscribers to iCall Suite on BroadWorks can now gain a full understanding of their contact centre operations, and benefit from visibility of the complete customer journey. This new functionality is designed to help organisations improve staff productivity at every customer touchpoint and optimise the customer experience.
Tony Martino, CEO of Tollring (pictured above), said, “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 a whole new level of contact centre features that empower supervisors to make real-time decisions and drive the highest performance from agents. Users now have access to the exact tools that they need to do their job effectively to maximise customer experience. Mid-market enterprises can leverage these new subscription licenses in iCall Suite for end-to-end customer journey management and agent productivity.”
The new collaborative workspace offered by the iCall Suite enable supervisors to understand customer interactions, predict trends, and influence the performance of their agents. Meanwhile, agents on the front line have control over customer communications and access to performance views to ensure they can consistently deliver the best customer experience.
The supervisor console provides collaboration, analytics, and predictive resource modelling tools to give a greater understanding of how agents are performing. It provides a comprehensive view of performance across all call queues so supervisors can manage live calls, monitor customer interactions and review call recordings. Supervisors can also measure customer experience in real-time based on agent availability and review the impact of breaks and shifts on service levels. The agent console includes chat capabilities, call backs, call scheduling and call escalation to help agents deliver a more meaningful and positive customer experience.
The new contact centre supervisor and agent consoles for Cisco BroadWorks are part of Tollring’s flexible and scalable subscription licensing model. The subscription model enables partners to scale features to suit the size of business, with full flexibility in pricing to deliver value to their customers based on their exact needs.