Call Accounting Featured Article

Call Accounting Must Evolve with Telecom Usage

December 28, 2016

Given how much the average company today pays for telecommunications, it’s critical that they make it a priority to track, control and manage these telecom expenses. Blindly paying the phone bill without checking charges and allocating expenditures to different people and/or functions isn’t something that Americans should be doing in their own homes, let alone their businesses.

Before call accounting software, tracking telecom and network expenses was once done manually, often by at least one full-time worker. With the complexity of most organizations’ IT needs on the rise, it’s critical that companies not only beef up their call and network accounting, but make sure it’s adapted to the way employees work today. For many workers, it’s no longer about picking up the phone and making calls. That doesn’t mean they’re not racking up telecom expenses, however.

Employees today are seeking a simplistic, holistic experience of their working life – which is shaping up to be an extension of their personal style of interaction and communication, according to Ben Rossi writing for Information Age. Employees today are more mobile and more collaborative.

“Most, if not all, of this change is being delivered by the rapid adoption and deployment of cloud services,” wrote Rossi. “The technology trends of the last few years, driven by the millennial workforce, clubbed with other factors – like economic pressures, globalization and disruptive entrants into existing markets – are now forcing IT departments to offer tools of a seamless working experience for employees.”

This means that organizations not only need to adapt to change and match the way that employees want to work today, they will also need to change the way they track and analyze telecom and network usage. According to Rossi, with collaboration being the biggest business trend of the last year or so, it may make the process of call accounting more complex. The use of cloud-based video calling is another factor that will make analyzing call and network traffic more difficult.

“In 2017, it is likely that video will become an ever-more important way for businesses to interact with each other, particularly with peer-to-peer tools overtaking voice and instant messaging as the defacto for communication,” wrote Rossi.

Overall, the trend is for telecom to become more integrated. Many call accounting solutions providers have partnered with other organizations to broaden their offerings to media such as video. ISI Telemanagement Solutions (News - Alert) implemented a partnership with Verba Technologies to build a UC monitoring solution that provides users with the reporting, alarming and search capabilities of a call accounting and reporting system with the dynamic call archiving and playback functions of a collaboration recording solution. The result is a solution that allows users to record not only voice calls, but also video from desktop phones, video from telepresence rooms and support for mobile endpoints.

Today, if you’re going to allow employees to work and communicate in a way that works best for them – able to choose channels at will – you’re going to need to find a new way to track, analyze and manage those communications. Yesterday’s call accounting solutions aren’t up to the challenge. 

Edited by Alicia Young

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