Bitte beachten Sie, dass diese Inhalte mithilfe von KI übersetzt wurden. Trotz sorgfältiger Prüfung können automatische Übersetzungen kleinere Ungenauigkeiten enthalten, wie ungewohnte Fachbegriffe oder sprachlich nicht ganz flüssige Formulierungen. Vielen Dank für Ihr Verständnis.
Tenga en cuenta que estos contenidos han sido traducidos mediante inteligencia artificial. Aunque procuramos garantizar la mayor precisión posible, las traducciones automáticas pueden contener pequeñas imperfecciones, como el uso de términos poco habituales o frases que no suenen completamente naturales. Agradecemos su comprensión.
This session has already taken place and registration is closed.
In September we announced a strategic alliance with Tollring. Tollring brings compliant call recording and AI conversation analytics to Microsoft Teams. ROGER365.io contact center brings routing, channels and the agent experience. Together they cover what neither covers alone: what happened on a call, and what was actually said on it.
This session was an open conversation between the two product teams, recorded for anyone who could not join live.
What you will get out of it
- A proper introduction to Tollring, a business that has focused on communication analytics, recording and fraud protection since 1993
- The difference between convenience recording and compliance recording, explained from the Microsoft policy up
- Where Tollring data lives, and what the AI components do and do not share
- A live walkthrough of the Analytics 365 portal
- Exactly where ROGER365.io and Tollring meet in the product today
- What it takes to get started
What is covered
Meet Tollring
Ian Bevington on who Tollring is, how they work with service providers and partners, and the two top level drivers behind recording today: customer experience on one side, compliance and risk on the other. Conversation analytics is what turns thousands of hours of recordings into something a business can actually act on.
Data, residency and AI
All deployments run in geo-redundant Microsoft Azure data centres. Data regions available today are the UK, the EU, the US and Australia, and a customer can nominate an alternative location. On the question people ask most: no data is shared outside the application by the AI components.
Provisioning and configuration
Spinning up a new customer in the Tollring provisioning portal takes around five minutes, and it is an admin job rather than an engineering one. On the customer side, expect roughly twenty minutes to be up and running. There are four licence tiers, from Essentials, which is compliance recording with on-demand transcription, through to Ultimate IQ. Both Microsoft user recording policy and Microsoft call queue policy are supported, and you can add the ROGER365.io recording bot ID so that every call routed through ROGER365.io is recorded as a default rule.
Convenience versus compliance recording
Set a user to compliance and recording is unconditional, always on, with no manual pause and resume. Set it to convenience and pause and resume becomes available, along with the wider recording options in the Tollring platform. Ian walks through what that means in practice.
Live demo of Analytics 365
Lee Jones opens a real recording and works through it: the visual timelines under the audio wave showing participants, topic matches and sentiment; the transcription and the AI summary; comments pinned to a moment in the call; manual evaluation with custom scorecards and then Auto QA; the insights dashboards; CIQpilot, where you ask questions of your conversation data in plain language; and notification rules that alert a supervisor when a topic or a sentiment pattern appears.
Two details worth knowing: sentiment is based only on the language in the transcript, never on tone of voice, which keeps it inside EU rules on using AI to monitor behaviour. And card payment details are redacted automatically, in both the audio and the transcript.
Where ROGER365.io and Tollring meet
Michael Brugge shows the integration as it stands today. The AI summary tab in Agent Assist is populated from the Tollring transcription, so the agent reads the recap instead of writing it. In the reporting pages, a recording icon appears on a call when a recording exists, and clicking the timestamp opens that conversation straight in the Analytics 365 portal. Michael also shows the summary being written into a CRM customer card through an automation, which is a per customer build rather than an out of the box feature, because every CRM is different.
Requirements on our side: the agent and report viewer roles for the reporting page, Agent Assist enabled at agent level, and an active AI flow with Tollring set as the recording provider.
What this delivers for your customers and your teams
Coaching based on every conversation, not a handful of samples
Manual call evaluation is slow enough that most businesses only ever evaluate 2 % to 5 % of their calls. Decisions about quality, training and sometimes even pay end up resting on a thin sample. Auto QA evaluates every conversation, applies the same scorecard to all of them, and returns the result while there is still time to act on it. Managers get evidence instead of impressions, and team leads can coach on what actually happened rather than on the one call they happened to listen to.
Transcription changes the working day for inside sales and the service desk
This is where the two products together make the biggest difference to the people doing the work. When every conversation is transcribed and summarised automatically, the admin that normally follows a call stops being manual.
- Fewer mistakes. What was agreed is captured as it was said, not as somebody remembered it twenty minutes and four calls later.
- Less repetitive work. Call notes, summaries and CRM updates are written for the agent instead of by the agent.
- Lower pressure. Nobody has to type and listen at the same time, or stay late to clear a backlog of wrap-up notes.
- More done in the same hours. Wrap-up time drops on every conversation, which adds up quickly across a team.
- Full attention on the customer. The agent can actually listen, ask the better follow-up question and handle the conversation properly, because the record of it is taking care of itself.
The effect runs in both directions. Customers get people who are present in the conversation and who do not ask them to repeat what they already explained. Employees get a job with less admin and less pressure in it. And the organisation gets more handled conversations without adding headcount.
Better information for the people running the team
Once conversations are transcribed and analysed, managers can see patterns rather than anecdotes: which questions keep coming back, where conversations go wrong, which objections stall a deal, when a competitor gets mentioned, and which opportunities were raised by a customer and never followed up. CIQpilot answers in a minute the kind of question that would otherwise take a data analyst days, which makes it realistic to ask it at all.
One practical point: recording and analytics only start paying off once the data exists. The same is true of our own Insights and Analytics module. The sooner it is switched on, the sooner there is a trend worth looking at, and the sooner anyone can answer the question of how the team is actually doing.
How our two companies work together
We work alongside each other. Two companies, two products, two commercial relationships. ROGER365.io does not resell Tollring, and Tollring does not resell ROGER365.io. What we do together is align our development roadmaps and keep building integrations.
If you want to become a Tollring reseller, complete the partner form on the Tollring website. Tollring will match you with the right account manager, give you a full demo, agree commercials, and set you up with training, knowledge base access and a demo system. You can also contact us and we will point you in the right direction.
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Bitte beachten Sie, dass diese Inhalte mithilfe von KI übersetzt wurden. Trotz sorgfältiger Prüfung können automatische Übersetzungen kleinere Ungenauigkeiten enthalten, wie ungewohnte Fachbegriffe oder sprachlich nicht ganz flüssige Formulierungen. Vielen Dank für Ihr Verständnis.
Tenga en cuenta que estos contenidos han sido traducidos mediante inteligencia artificial. Aunque procuramos garantizar la mayor precisión posible, las traducciones automáticas pueden contener pequeñas imperfecciones, como el uso de términos poco habituales o frases que no suenen completamente naturales. Agradecemos su comprensión.
This session has already taken place and registration is closed.
In September we announced a strategic alliance with Tollring. Tollring brings compliant call recording and AI conversation analytics to Microsoft Teams. ROGER365.io contact center brings routing, channels and the agent experience. Together they cover what neither covers alone: what happened on a call, and what was actually said on it.
This session was an open conversation between the two product teams, recorded for anyone who could not join live.
What you will get out of it
- A proper introduction to Tollring, a business that has focused on communication analytics, recording and fraud protection since 1993
- The difference between convenience recording and compliance recording, explained from the Microsoft policy up
- Where Tollring data lives, and what the AI components do and do not share
- A live walkthrough of the Analytics 365 portal
- Exactly where ROGER365.io and Tollring meet in the product today
- What it takes to get started
What is covered
Meet Tollring
Ian Bevington on who Tollring is, how they work with service providers and partners, and the two top level drivers behind recording today: customer experience on one side, compliance and risk on the other. Conversation analytics is what turns thousands of hours of recordings into something a business can actually act on.
Data, residency and AI
All deployments run in geo-redundant Microsoft Azure data centres. Data regions available today are the UK, the EU, the US and Australia, and a customer can nominate an alternative location. On the question people ask most: no data is shared outside the application by the AI components.
Provisioning and configuration
Spinning up a new customer in the Tollring provisioning portal takes around five minutes, and it is an admin job rather than an engineering one. On the customer side, expect roughly twenty minutes to be up and running. There are four licence tiers, from Essentials, which is compliance recording with on-demand transcription, through to Ultimate IQ. Both Microsoft user recording policy and Microsoft call queue policy are supported, and you can add the ROGER365.io recording bot ID so that every call routed through ROGER365.io is recorded as a default rule.
Convenience versus compliance recording
Set a user to compliance and recording is unconditional, always on, with no manual pause and resume. Set it to convenience and pause and resume becomes available, along with the wider recording options in the Tollring platform. Ian walks through what that means in practice.
Live demo of Analytics 365
Lee Jones opens a real recording and works through it: the visual timelines under the audio wave showing participants, topic matches and sentiment; the transcription and the AI summary; comments pinned to a moment in the call; manual evaluation with custom scorecards and then Auto QA; the insights dashboards; CIQpilot, where you ask questions of your conversation data in plain language; and notification rules that alert a supervisor when a topic or a sentiment pattern appears.
Two details worth knowing: sentiment is based only on the language in the transcript, never on tone of voice, which keeps it inside EU rules on using AI to monitor behaviour. And card payment details are redacted automatically, in both the audio and the transcript.
Where ROGER365.io and Tollring meet
Michael Brugge shows the integration as it stands today. The AI summary tab in Agent Assist is populated from the Tollring transcription, so the agent reads the recap instead of writing it. In the reporting pages, a recording icon appears on a call when a recording exists, and clicking the timestamp opens that conversation straight in the Analytics 365 portal. Michael also shows the summary being written into a CRM customer card through an automation, which is a per customer build rather than an out of the box feature, because every CRM is different.
Requirements on our side: the agent and report viewer roles for the reporting page, Agent Assist enabled at agent level, and an active AI flow with Tollring set as the recording provider.
What this delivers for your customers and your teams
Coaching based on every conversation, not a handful of samples
Manual call evaluation is slow enough that most businesses only ever evaluate 2 % to 5 % of their calls. Decisions about quality, training and sometimes even pay end up resting on a thin sample. Auto QA evaluates every conversation, applies the same scorecard to all of them, and returns the result while there is still time to act on it. Managers get evidence instead of impressions, and team leads can coach on what actually happened rather than on the one call they happened to listen to.
Transcription changes the working day for inside sales and the service desk
This is where the two products together make the biggest difference to the people doing the work. When every conversation is transcribed and summarised automatically, the admin that normally follows a call stops being manual.
- Fewer mistakes. What was agreed is captured as it was said, not as somebody remembered it twenty minutes and four calls later.
- Less repetitive work. Call notes, summaries and CRM updates are written for the agent instead of by the agent.
- Lower pressure. Nobody has to type and listen at the same time, or stay late to clear a backlog of wrap-up notes.
- More done in the same hours. Wrap-up time drops on every conversation, which adds up quickly across a team.
- Full attention on the customer. The agent can actually listen, ask the better follow-up question and handle the conversation properly, because the record of it is taking care of itself.
The effect runs in both directions. Customers get people who are present in the conversation and who do not ask them to repeat what they already explained. Employees get a job with less admin and less pressure in it. And the organisation gets more handled conversations without adding headcount.
Better information for the people running the team
Once conversations are transcribed and analysed, managers can see patterns rather than anecdotes: which questions keep coming back, where conversations go wrong, which objections stall a deal, when a competitor gets mentioned, and which opportunities were raised by a customer and never followed up. CIQpilot answers in a minute the kind of question that would otherwise take a data analyst days, which makes it realistic to ask it at all.
One practical point: recording and analytics only start paying off once the data exists. The same is true of our own Insights and Analytics module. The sooner it is switched on, the sooner there is a trend worth looking at, and the sooner anyone can answer the question of how the team is actually doing.
How our two companies work together
We work alongside each other. Two companies, two products, two commercial relationships. ROGER365.io does not resell Tollring, and Tollring does not resell ROGER365.io. What we do together is align our development roadmaps and keep building integrations.
If you want to become a Tollring reseller, complete the partner form on the Tollring website. Tollring will match you with the right account manager, give you a full demo, agree commercials, and set you up with training, knowledge base access and a demo system. You can also contact us and we will point you in the right direction.
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