The cloud based iCall Suite will be deployed to customers on the WHC 2.0 version of the platform from June 2016.
It will provide historical reporting and trends as well as present live events such as user presence, queue statistics, agent status and call answer times via customisable wallboards. Supervisors will instantly be able to view how many staff are able to field calls.
Steve Best, Managing Director for BT Wholesale Products said: “In our search for a comprehensive call analytics product, it became clear that the iCall Suite solution was the solution that could meet the needs of us and our reseller community. Visually it looks good, technically it delivers so much in such a rich format, and it moulds into our ethos to provide real-time order automation, made possible through Tolling’s API.
BT Wholesale resellers will be able to build high value call analytics and wallboard products into their WHC 2.0 offering which will help differentiate their proposition, increase their competitiveness and help drive new recurring revenues with generous margins.”
Tony Martino, Managing Director of Tollring said: “We’re delighted to be working with BT and we look forward to being a major part of the product’s evolution to WHC 2.0 and in supporting BT’s efforts to remain at the forefront of hosted voice services. iCall Suite offers the highest levels of security, scalability and flexibility which will compliment BT Wholesale’s multi-channel route to market. This partnership is a testament to our continuous investment in our portfolio of cloud-based business intelligence solutions and our collaboration with BroadSoft.”