Tollring chose the BroadSoft Connections event to preview its most powerful release yet, iCall Suite version 3.7. New features in iCall Suite include workforce management, supervisor call control, speech and sentiment analytics, wallboards and business performance analysis.
Cisco is pushing its partners to focus on the lucrative mid-market space and this was a strong theme throughout the event.
As Carl Boraman, Director of Strategic Alliances explains, “A high-end contact centre solution might have 100 features – Tollring picks the 10-15 features that are most relevant and useful to mid-market businesses to enhance the business productivity suite in a relevant and affordable way, making new customer engagement tools accessible to all.”
Tony Martino, CEO, comments, “We are embarking on an exciting journey as we evolve our suite of products in line with customer need, strengthen our strategic positioning and widen market penetration for partners. Our end customer proposition is well received and our service provider proposition is very strong, with our rich API framework, license management dashboards, provisioning tools and utilisation analytics. We empower service providers with customer interaction analytics to address the needs of SMEs and are widening their addressable market with new productivity tools perfect for the mid-market. As we continue to add modules and functionality, we look to expand the market opportunity for our service provider partners.”