Tollring: Analytics, Compliance, and Experience in the Digital World

We discuss the changing roadmap with Tollring

5
TollringAnalytics
Data & Analytics

Published: June 11, 2018

Rob Scott

Rob Scott

The conversation about “GDPR” has become so overwhelming in recent months that many companies are sick of seeing the term. However, despite this, it’s never been more important for organisations to conduct an in-depth evaluation of their compliance strategy. One company that knows a thing or two about compliance is Tollring, the organisation that recently spent months planning an updated release of their iCall Suite which automatically facilitates GDPR compliance to embed deeper layers of privacy and security for a better customer experience.

To learn more about how the compliance conversation is changing, and discuss the future of analytics with the experts, we caught up with the CEO of Tollring, Tony Martino, to dive deeper into the company’s flagship offering, and the developments they’re planning.

How Do You Think Analytics is Changing from a Cloud Perspective?

Before we began discussing things like GDPR compliance, I was keen to get Tony’s insights on how the recording and analytics platform is changing now that more companies are making the move into the cloud. Tollring doesn’t sell telephony themselves but provides a value-added service to support those propositions.

“We’re seeing an increased growth of partners bringing customers onto their cloud strategy. As a brand, we’ve emerged from the legacy market – after all, we’ve been around for about 25 years now. However, we’re looking at revenues that increasingly come from the cloud. We’re also seeing more interest and effort around hybrid.”

Tony Martino Tollring
Tony Martino, CEO of Tollring

The investment that Tollring is making from an R&D perspective is evolving too. Tony told me that the company is focusing more on their apps and cloud services to support companies that are looking to the future with their integrations. “Although we’re leaning heavily onto the cloud, we’re also offering customers a soft approach to embracing this new technology, so they don’t have to change everything in their system at once. If you want to be competitive today, you need to offer everything from on-premise to the cloud, and that’s what we’re trying to accomplish. We offer an over-the-top cloud service that scales to customer need.”

What Does the New GDPR-Compliant iCall Suite Offer?

The decision to release a GDPR-focused version of iCall Suite came from Tollring’s knowledge of how important the latest regulations and compliance rules are to their customers.

“People are bored of hearing about GDPR to some extent, but GDPR can bring significant business benefits and better business tools. The world is becoming more secure, customers get more privacy, and companies have more control.”

The latest iCall Suite release adds a range of features including filterable audit reporting that allows audit data to be exported with ease, and there’s also the opportunity to mask a CLI in reporting data, to satisfy customers who don’t want to appear on missed or unreturned missed call lists. “Our cloud product also features the opportunity to archive extensions, for more accurate insight into call activity.”

The new compliance centre in iCall Suite also comes with a dashboard that features all of the key compliance metrics that today’s companies need to know, including total call recordings, total rejected and items pending deletion.

“We’ve been working on this for months. We needed to make sure that the services we’re delivering are robust, and that we can pass data management abilities onto to the end user. The fact that our product is delivered as a cloud service from the ground up with self-provisioning and multi-tenancy, it means that incorporating next-level functionality was easy for us.”

Your Business Has Been Growing a Lot Lately

For Tollring, the last few years have been incredibly successful. Currently, they have more than 14,500 deployments to boast about, and Tony told me that they’re really seeing a significant amount of growth happen – not just in the cloud environment, but also throughout the entire company too. “You really can’t underestimate the importance of history in growth. Our background has allowed us to take all the good stuff we’ve been doing over the years and deliver products that are unique to the markets we’re in. One of the things that it’s allowed us to do from the beginning is constantly look at how we can integrate our services with the latest technology.”

For Tollring, it’s not just about introducing the latest features or being compliant, it’s about giving customers a rich experience, and a range of unique propositions to enjoy.

“We don’t just provide generic solutions, we pick our partners carefully, and then offer as much as we can to support the channel.”

“Because we’re so deeply entwined with the partner platforms we choose, we can integrate things like GDPR capability within that workflow, to make life and compliance easier for everyone involved.”

For Tollring, the GDPR compliance feature is exciting because it’s not only given them another selling point, but it’s also enhanced their entire platform too.

“From a technology perspective, it fits into our design very nicely.”

Where Do You Think the World is Heading in Terms of Analytics?

Finally, I wanted to talk to Tony about where he thinks the analytics experience is heading. Now that customer experience is more important than ever, more companies are getting involved with disruptive technologies like IoT, multichannel, and AI.

Tony told me: “We’ve started planning a version 4 of our system that’s geared towards omnichannel customer interaction analysis. We’re broadening our analytics piece across every interaction, working on speech to text APIs and speech analytics too – all of this disruptive technology is definitely in our future. We’re also looking at how AI can play a part in analytics too.”

According to Tollring, there’s a huge amount of information to gather across the customer journey, and it’s important for customers to be able to capture that data effectively while maintaining the right compliance. While they don’t think that AI and chatbots are going to be too much of a big deal for companies right now, they do think that machine learning may be important for the analytics conversation. “We’re building machine learning solutions so that we can create algorithms to provide unique insights into the customer experience and make the buyer journey more accessible.”

Tollring builds their products with analytics at the heart, with ease of use and a simple interface underpinning everything.

“For us, it’s about how we can deliver strong solutions to our customer and empower our partners.”

 

Artificial IntelligenceCall RecordingChatbotsDigital TransformationSecurity and Compliance
Featured

Share This Post