Call Accounting Featured Article

Call Accounting Helps Companies "Right Size" Telecom

June 06, 2017

While the economy has been officially “out of recession” for a while, you might not know it to look at the average company. Headcounts are still very spare – employees were either laid off or not replaced when they left – and workers are being expected to do more with less. Profit is being achieved not necessarily with organic growth, but with pared-down processes that cut out waste and boost efficiency. This is particularly true in companies’ telecom infrastructures.

Call accounting is generally treated as a cost optimization application for an organization’s communications infrastructure. It can eliminate abuse of telecom resources (personal calls, misuse of company-issued smartphones and tablets) as well as duplicate resources. It allows for better budget allocations and, coupled with analytics, can tell a company a lot about its sales and marketing practices or its future telecom needs. The latter is a salient point for any company looking to migrate to a new telecom solution, according to a recent blog post by Trevor Davis, head of product management/call accounting for Enghouse (News - Alert) Interactive writing for CallCentreHelper.

“Call accounting…is frequently used as a cost-justification tool to build a business case for a migration process from TDM to voice over IP (VoIP),” he wrote. “If the business is operating some sort of unified communications platform like Skype (News - Alert) for Business, call accounting can be very helpful in enabling the organization to look at its whole approach to communications – measuring everything from audio to video conferencing, instant messaging, file transfers and peer-to-peer calls.”

As companies are faced with a variety of options when it comes to implementing a telecom platform and building it out to remote workers or offices, or expanding or reinforcing networks, call accounting represents an ideal way to pick the right path for a company looking to optimize all its communications and see the fastest return on investment (ROI) for the solution it ultimately chooses.

“The best call accounting systems are also flexible enough to enable specific functionality to be developed to optimize reporting for a particular type of environment – whether that be traditional audio or PSTN data, Skype for Business solutions or more general unified communications technology,” wrote Davis. “Alternatively, the business might want to look more closely at the network level. focusing on areas like quality of service, packet loss, latency jitter or overall network performance to ensure optimal efficiency of the voice network.”

There may be existing assets in the company that are underutilized, and companies can gain efficiencies and cost reductions from switching some processes over to them (or sharing them among multiple departments or locations). Call accounting allows companies to easily calculate and allocate internal costs and look for ways to reduce them.

High telecom bills are often the plague of modern business, particularly when the bills are accompanied by sub-standard quality services. Call accounting is an ideal way to take back control of the company’s telecom resources. 

Edited by Alicia Young