Call accounting has to be in place to track licenses, plans, invoices, devices and users to ensure your company is enjoying space in the 80 percent of accurate invoices. This process, however, is not something that is easily done through manual activities. When paired with a robust TEM solution, call accounting not only helps to automate the process, it ensures that it's a continual effort. After all, recognizing problems in the TEM stage is a great start, but you need call accounting ongoing to ensure the best use of communications funds.
Going forward, court cases are likely to focus on the meaning of a "confidential communication" under the statute. It may hinge on customer expectations of privacy during the call, or even the purpose of the call. (Bartnick, Costin and Klausner point out that the Ninth Circuit recently concluded that there may not be an objective expectation of privacy for calls to customer service representatives to dispute charges.)
As companies continue to explore and expand into additional communications functionality, the need for call accounting solutions will continue to grow to ensure the proper use and controlled spending as functionality increases.