The next step in reporting software, iCS Report Premier by Tollring is a fundamental part of the company's comprehensive "iCall Suite", designed to offer enhanced call analytics and management services through extensive reports, live dashboards, and configurable wallboards.
iCS Report Premier helps companies to manage customer-facing teams in real-time, for a more informed and client-first approached to customer experience. Today, we're going to look closer at the benefits and features of iCS Report Premier, and the advantages that it could offer your company. However, we ask you to remember that UC Today does not sell Tollring products, and the opinions expressed are the views of the reviewer alone. Please feel free to leave your own opinions in the comments below.
Cloud, On-Premises, or Hybrid
Unlike other feature-rich reporting services that require you to choose between an on-premises or cloud-based solution, iCS Report Premier can be accessed as a hybrid, on-premises, or cloud service as part of the iCall Suite. It works perfectly alongside some of the other services in the suite, including iCS Insight, and iCS Contact to deliver a more holistic approach to unified communications and collaboration.
Features and Applications
A mobile-ready application for call analytics, iCS Report Premier is a powerful solution for businesses that need to gather crucial data about their company through wallboards and life dashboards. It allows businesses to manage their customer-facing teams with commitment targets and SLAs in real-time, and can also assist with:
- Reviewing past performance metrics
- Monitoring groups, incoming calls, and call queues
- Viewing the live status of call handling
- Recording calls
- Displaying performance parameters to group wallboards
The idea behind this pay-as-you-go solution to productivity and analytics is that with the iCall Suite, and iCS Report Premier, businesses will be able to mitigate missed opportunities and deliver a higher level of customer service, with real-time reports. The pre-configured reports on the system include:
- Total time available for extensions
- DND (Do-not-disturb) time
- Availability and punctuality
What we Like about iCS Report Premier
As a unique approach to managing the performance of your forward-facing teams in business, iCS Report Premier makes customer service improvement more achievable for a host of industries and teams. The "hunt group" wallboard allows for the continuous monitoring of call parameters in real-time, and tiles can be displayed live on desktops for any group within an organisation. Some of our favourite features include:
