Businesses in the current landscape are paying more attention to their data than ever before. For some time now, customer experience has been at the heart of any decision-making process for brands. However, lately, with issues like COVID-19 changing the way we operate, there’s even more demand for in-depth analysis.
Today’s companies need to know how to connect more effectively with their customers at every stage of their buyer journey. On top of that, businesses also need to use data to guide strategic planning and processes too. After all, we’ve all rapidly moved to a new way of working, which requires new policies and unique levels of focus.
Tollring, one of the market leaders in call analytics is offering a new way for companies to reach their goals. With persona-driven call analytics, Tollring is helping teams to access new, more flexible insights.
I spoke to Tony Martino, CEO of Tollring, to learn more.
What Has This Year Been Like for Tollring?
I asked Tony how the shifting landscape has affected him and his cloud call reporting and call recording company lately. He told me that during the last 6-8 months, Tollring had been expanding and enhancing its product portfolio, innovating while also focusing on proposition simplification, both for channel partners and end users.
“When the COVID situation hit, we were pleased that we were already well on the path to delivering our solution in a more simple and accessible way."
"We are rolling out a new subscription-based licensing model to partners that helps them to widen their addressable market, to sell in the way that their customers want to buy, and ensure that each user at every customer has access to the functionality they really need”
Tony noted that the changes Tollring is making will help partners further support their customers, not just now, but also as we emerge out of this current economic climate.
How Are You Helping Partners Drive Adoption of Analytics and Call Recording?
According to Tony, the focus for Tollring lately has been on simplifying user adoption and improving the accessibility of reporting and call recording tools. At the beginning of the year, Tollring began exploring ways to transform the licensing model, using the concept of user personas to help understand customers, what those customers value the most from the analytics and services on offer, and to gain a more thorough understanding of their needs.
“Our new subscription model caters for different types of user within an organisation. This means that partners can deliver the exact functionality that their customers need, with each user getting access to the features that are right for them. The ability to unlock this mixed-mode capability is crucial. We believe that that we are uniquely offering this level of flexibility.”
The new subscription model offers three levels of access that have been tailored to the user personas in Tollring’s research. ‘Essentials’ offers individual and high-level business insights, ‘Advanced’ provides more detailed reporting, wallboards and dashboards for enhanced analysis of team performance, and the ‘Ultimate’ package is geared towards managing customer-facing teams with access to live wallboards and call centre analytics. Additional fully integrated bolt-ons include call recording, new contact centre supervisor and agent features with the ability to project multiple wallboards.
Tony Martino[/caption]
