Call Reporting an Important Component of UC
September 04, 2014
By Mae Kowalke
There’s a lot of exciting technology in the communications space right now.
As I write this, IT and communications solutions provider Presidio is holding its annual Presidio Exchange in Orlando to discuss the objectives and strategy for the company and its representatives. As part of the event, a number of industry partners are attending the event as sponsors and highlighting their communications technology.
One of those partners that is showcasing their work is ISI Telemanagement Solutions (News - Alert), a unified communications management technology firm. And it has a lot to show off.
The company will be discussing its growing portfolio of communication management solutions for Cisco communication platforms (including Business Edition 6000 and 7000) and Microsoft (News - Alert) Lync, as well as its call reporting solution in general, Infortel Select.
Infortel Select is a call accounting a reporting system that captures Call Detail Records (CDR) from telephone systems to report on telecom usage, telecom costs and employee activity. It supports collection and processing of CDR from all telecom sources (on-premise PBX (News - Alert) and VoIP servers, Centrex and other hosted services, local and long distance carriers, conference services and wireless handsets) to facilitate consolidated reporting and analysis of an organization’s entire voice network.
Infortel Select’s secure web user interface also provides authorized users access to a customizable dashboard, exhaustive menu of pre-defined reports, a custom report designer and an on-demand traffic analysis tool to address any reporting need and allow decision makers to make informed business decisions.
Call capture and reporting systems are increasingly important for businesses that want to improve sales, customer service and compliance. They enable managers to not only track sales progress, but also ensure that customer service representatives are living up to their training. It can provide opportunity to highlight areas of improvement, and serve as a way to ensure that reps are staying complient with regulations.
Infortel Select's reports for Cisco (News - Alert) Unified Communications platforms include ring time, abandoned and transferred call information, and these types of reports benefit any company in a non-contact center environment by potentially reducing costs involved in overstaffing, reducing abandoned calls and also provide audit trails of call interactions; call reporting isn’t just for the contact center!
The solution also plays nice with Microsoft Lync; users of Microsoft Lync Server are able to leverage the advanced reporting and analysis in Infortel Select to take full advantage of cloud communications. It provides Lync Server users with a ground-level view of all communications within their organization and identifies opportunities to improve productivity and reduce costs. Monitoring devices and pre-set Alarm Notifications in Infortel Select enable users to curtail unwanted calling, such as international calls, calls to 411 and unwarranted calls to 911.
Edited by Stefania Viscusi