The upgrade, to be rolled out to end users via Tollring’s network of global channel partners, includes sentiment analysis for improved understanding of the overall customer experience with insights into the journey each customer takes when interacting with an organisation. New CRM integration is also available with platforms including Salesforce, Hubspot, Zoho, Zendesk, Workbooks, Nimble, FreshSales, Agile and MS Dynamics 365.
“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,” said Tony Martino, Tollring CEO.
“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 the.
“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.”
Martino added that the upgrade gives users ‘complete flexibility and control’ with the ability for reports and dashboards to monitor every call to ensure performance is as expected, with ratings on overall call journey experience including multiple call journeys over selected time periods with daily trends.
The release also includes new supervisor and agent management capability specifically for Cisco BroadWorks call centres to further improve customer interaction management and agent productivity. The new Supervisor and Agent Consoles are optimised for customer-facing mid-market teams, aiming to empower supervisors to make real-time data-driven decisions and drive highest performance from agents.