Why Cisco is Good for Call Accounting
September 11, 2014
By Susan J. Campbell
TMCnet Contributing Editor
The features available in today’s leading communications systems can enable the progressive company to go above and beyond current expectations when it comes to collaboration and the customer experience. Decision makers have to find a healthy balance between the capabilities they want to improve performance and the cost savings to help maintain the budget. The focus has to be on quality, while also maintaining a lower cost of ownership.
To that end, Cisco (News - Alert) has developed a platform that works to balance the two. A recent blog by call accounting solutions provider, ISI (News - Alert) highlights the Cisco Business Edition 6000 and 7000 and how it helps to control overall spending by supporting a larger user base. The solution will also scale for future integration within the Cisco platform to support whatever direction a company needs to grow.
Flexibility is key when looking at the benefits surrounding the Business Edition 6000 and 7000. Users can easily add on various solutions and provide rich insight into overall business operations. When call accounting is an important focus, call reporting will provide users with traffic capacity and usage pattern information for all telecom usage. This is critical for the larger organization that must departmentalize spending.
For the Cisco environment, for instance, call reporting allows for the necessary access to Native Call Queuing and reporting for Jabber IM, Hunt Groups and Presence interactions. As a result, the company gains access to customer experience metrics and enhanced compliance reports so as to place greater emphasis on quality assurance and to improve productivity. If too much traffic is at play on the network, bandwidth adjustments may need to be made to ensure quality is protected while needed capabilities are still in place.
The benefits to the Cisco platform take the experience one step further, enabling the expansion of collaborative efforts. As such, users are able to stack recording along with reporting so as to create an informal contact center. This center can then provide enhanced coaching opportunities, increased quality and guaranteed compliance. As reporting and recording solutions are both housed within the business edition framework of the Cisco solution, the single user experience is created.
So why worry about both? If call accounting is important to your record keeping and it’s essential to itemize all expenses, companies like ISI become valuable partners in their solutions capture Call Detail Records (CDR) from telephone systems to report on all telecom costs, usage and activity among the employee base. ISI’s Infortel Select supports the collection and processing of CDR from all telecom sources to facilitate accurate and valuable recording. With this kind of information, decision makers can make choices that best support overall strategies so the business gets the greatest benefit.
Edited by Stefania Viscusi