Enterprise Communications Featured Article

The call center is known for the calls it makes on a regular basis – hence the name. Agents are charged with handling interactions through multiple channels, the most popular being the live call. Whether outbound or inbound, the point is to promote the brand and ensure customer satisfaction.

It’s not uncommon for enterprise communications strategies to include a call accounting management solution to optimize performance and ensure a healthy bottom line. For that reason, the solution tends to be in high demand. Tadiran Telecom is responding to that demand with its recent partnership with MTS (News - Alert), a telecom expense management provider, in an effort to create Aeonix Call Accounting.

As a critical internal enterprise function, call accounting ensures the tracking of trunk utilization and telephony usage so they can be measured and accounted for at each central cost location. Costs are then allocated to the correct business unit. In essence, companies will use the Aeonix Call Accounting solution to save money as it enables visibility and analysis, auditing for budget management, quality of service through deep analysis, emergency services management, automated switch provisioning management and alerting.

The short definition for call accounting is that it enables the call center to make the most of each call based on the current system. Given that the call center is often a cost center as well, leaders are often aiming for efficiency in the deployment of new solutions. The ability to deliver on expectations while keeping costs at a manageable level helps to build a stronger business case for keeping the customer service division in-house.

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Under the Aeonix brand, users can make the most of the capabilities available with call accounting, optimizing enterprise communications through usage visibility and budget management capabilities. Users can easily collect and analyze call records from various sources and create the necessary invoices to charge back the right costs.

This reduces the cost to the enterprise overall and allows for real-time and historical reporting for the creation of efficient strategies moving forward. Plus, if a system failure were to occur, Aeonix continues to operate, maintaining the necessary data. With such a comprehensive approach, the enterprise can efficiently manage its communications environments and associated costs.

The information derived from the call accounting solution lends considerable value for enterprise communications as it points to areas of unnecessary costs and opportunities for improvement. If redundant systems are causing duplicate processes, streamlining eliminates the excess and reduces the cost per call. When it comes to justifying the value of the call center, a lowered cost per call is a powerful statement.