The arrangement includes the continued supply of Tollring call analytics to nearly 100,000 users across the BT channels, supported by comprehensive customer engagement and sales enablement programmes to drive business growth.
The deal also covers the continued provision of FMS (Fraud Management System) which protects the BT Group’s network from telecoms fraud. This delivers automated real-time fraud monitoring and alerting as well as predictive trend analysis. FMS enables BT to detect fraud and protect against malicious attacks across its whole telephony network.
Tollring call analytics deliver business critical customer interaction data, to help organisations improve staff productivity at every customer touchpoint and maximise customer satisfaction. Furthermore, to ensure a seamless and easy experience for new customers, provisioning of call analytics is fully integrated into BT’s own ordering system via API.
Richard Jones, commercial director, Tollring (pictured above, right), explained, “We are delighted to extend and further strengthen our relationship with BT Group and we look forward to implementing the exciting plans that we have in place for 2023. Every year, our relationship becomes more established and our software products become more mature and complete in functionality.
“We are excited to continue building our relationship with BT across our analytics and fraud protection propositions and looking forward to supporting BT in delivering its strategic vision.”
Dominic Martini, senior hosted communications manager, BT Enterprise, said, “We have developed an exceptional partnership with Tollring, and the new contract allows us to build on this strong foundation, ensuring we can access all the very latest updates and benefits that Tollring’s software has to offer.”
Thea Tanner, commercial and propositions director, BT Wholesale (pictured above, left), added, “Call analytics plays an important role in both the BT Wholesale and BT Business product portfolios and is highly valued across our business customers and channel partners.
“It provides both BT and our partners with competitive differentiation, enabling proactive customer management, helping to drive retention, loyalty and satisfaction, and not least, increase revenues.”