Does iCALL Suite require a separate system?

No. It integrates with your existing PCONNECT voice platform.

Can we use it just for reporting without AI features?

Yes. AI features can be added when you are ready.

Does it work with Microsoft Teams?

Yes. iCALL Suite supports Teams Calling as well as UC XCEL and UC XPRESS.

Can we export reports?

Yes. Scheduled reports by email, CSV/PDF export, or Power BI for live dashboards.

How quickly can we get started?

iCALL Suite is cloud-based and typically activated within a few business days alongside your PCONNECT voice service.

Can we display dashboards on a TV in the office?

Yes. Wallboard mode is built in — display real-time metrics on any screen with a web browser.

Call Analytics — Tollring iCALL Suite | Real-Time Dashboards & AI Insights | PCONNECT

Call Analytics

Tollring iCALL Suite — real-time dashboards, historical reporting, AI-powered insights, and quality management tools for your PCONNECT voice platform.

Get in Touch 1300 049 211

Compatibility

Works with Your Platform

iCALL Suite integrates with UC XCEL (BroadWorks), UC XPRESS (NetSapiens), Microsoft Teams Calling, and Webex Calling. No phone system change needed.

Native integration with BroadWorks, NetSapiens, Teams, and Webex

Cloud-based — no on-premise server or software required

Deploys alongside your existing PCONNECT voice service

Use Cases

Who It Suits

Businesses that want visibility of call volumes, wait times, and team performance

Contact centre and customer service teams managing queues and agents

Managers who need regular reporting without pulling it manually

Organisations integrating call data with Power BI

Teams using AI to improve call quality and customer experience

Multi-site businesses that need a unified view of call activity

AI-Powered Insights

Go beyond raw call data with AI that analyses conversations and surfaces actionable insights automatically.

Automatic call transcription — searchable text from every call

Sentiment analysis to detect customer satisfaction trends

AI-generated call summaries for quick review

Keyword and phrase detection for compliance and quality

Trend analysis across teams, queues, and time periods

Features

Platform Capabilities

Real-Time Dashboards

Live queue depths, agent status, calls answered/missed/abandoned, service level alerts, TV wallboards

Historical Reporting

Call volumes by period, answer and abandonment rates, handle time, queue performance trends

AI Insights

Sentiment analysis, call transcription, AI summaries, keyword detection, trend analysis

Power BI Integration

Live data feed into Power BI for custom dashboards combining call data with other business data

Quality Management

Recording integration, evaluation forms, calibration workflows, coaching notes, performance tracking

Role-Based Access

Web-based access. Agents see their data, supervisors see the team, admins see everything

Why Switch

No Call Visibility vs Real-Time Dashboards and AI Insights

See what changes when you move from guesswork to data-driven call management.

No Visibility into Call Data

No idea how many calls are missed, abandoned, or go to voicemail

Queue performance based on gut feel rather than data

Manual reporting that takes hours and is outdated by the time it is ready

No way to identify underperforming agents or overloaded queues

Customer complaints are the first sign of service issues

Call quality and compliance reviewed by random sampling at best

Real-Time Dashboards & AI Insights

Real-time dashboards showing every call answered, missed, and abandoned

Live queue depth, wait times, and service level tracking on wallboards

Automated scheduled reports delivered by email — always current

Agent performance metrics with AI-generated coaching insights

Sentiment analysis detects dissatisfaction trends before they escalate

AI transcription and keyword detection for automated compliance monitoring

FAQ

Frequently Asked Questions

Ready to Talk?

Get in Touch 1300 049 211