How Cisco Can Improve Call Accounting
May 14, 2014
By Susan J. Campbell
TMCnet Contributing Editor
Communications is all about staying connected, but it doesn’t mean that you shouldn’t have specific controls in place to maintain costs. You can have both great quality and low cost of ownership. The key is to have the right call accounting partner in place with the solutions you need to maintain that control and optimize your connections.
Cisco’s (News - Alert) Business Edition 6000 telephony platform is designed to pay for itself through lower total cost of ownership. At the same time, companies can better position their communications for future growth. Collaborative efforts for up to 1,000 users are supported and the company that needs to expand even further can easily transition to a more advanced Cisco platform.
Call accounting solutions provider, ISI (News - Alert) Telemanagement offers the Infortel Select, a reporting solution that enables organizations implementing the Cisco platform to better view their business operations. This kind of visibility provides users with access to reporting capabilities that highlight traffic capacity and telecom usage patterns. Users also gain access to native call queuing and reporting for Hunt Groups, Jabber capacity for enhanced compliance and customer experience metrics to improve productivity and quality assurance.
With Business Edition 6000 in place, companies can see the exact network impact of calls so they can properly assess the bandwidth needs of the organization. Collaboration recording will enhance the user experience through video, voice, instant message and screen-capture. Interactions are fully recorded and archived in a searchable database. Reporting and recording solutions are co-located in the Business Edition 6000 framework so as to extend the recording controls for all interactions.
Business development insights are easily captured through the metrics made available through recording and reporting. Your company’s EcoSystem is then leveraged to dramatically lower costs and improve training and the customer experience – something commonly found in the contact center environment. Supervisors seeking to train agents on the right way to do business will often rely on this capability.
When reporting and recording are integrated into one platform, a number of benefits are realized, including streamlined business metrics and analytics and customized and automated reporting. The integration also allows enhanced coaching methodologies, built-in whisper coaching, silent monitoring and single sign-on with one application.
A number of organizations require contact center functionality, but don’t want to build an actual contact center. Cisco is providing that capability, while ISI ensures the call accounting features necessary to support the overall goal: lower cost of staying connected and delivering great customer care.
Edited by Stefania Viscusi