| iness Uses of Call Management | | | | allows the manager to ensure productivity is kept to a |
| Any business that actively uses telecommunications on | | | | high. |
| a day-to-day basis will understand the importance of | | | | 4 – Number Provisioning – Tied in with call |
| call management. Monitoring and managing both internal | | | | management is the acquisition of telephone numbers, |
| and external calls allows a company to analyse the | | | | and number re-routing. If a company has many |
| effectiveness of their staff, including statistics and call | | | | employees then there may need to be a telephone |
| logs. Not all can call management take care of all the | | | | available for each one. The management of numbers |
| monitoring, it can bring with it extra features such as | | | | allows a manager to distribute numbers as necessary, |
| call recording, which is required by law now in some | | | | and manage those numbers in terms of location, |
| sectors. | | | | re-routing and other such data. |
| Here, we example five business uses for call | | | | 5 – Further Data Management – Having |
| management along with their advantages: | | | | the ability to manage all calls, telephone numbers and |
| 1 – Monitoring – Having the ability to | | | | systems means that the management of all assets is |
| monitor all of the inbound and outbound calls being | | | | made easy. Using a VoIP system you may wish to |
| made during a day allows a manager/supervisor to | | | | setup web-to-phone based dialling, or ensuring |
| ensure staff are effectively communicating. Not only | | | | fax-to-email is effectively working. All of the external |
| can call monitoring provide an overview of the | | | | asset management provides full flexibility when |
| telephony systems, but it can provide vital real-time | | | | working with telephony systems. |
| information to improve productivity within the work | | | | If you are working in any industry that requires |
| place. | | | | telephony communications then a holistic call |
| 2 – Logging – Similar to monitoring, logging | | | | management system may yield many benefits. As |
| provides a means of looking back through the various | | | | listed above, not only call a certain level of logging and |
| calls to analyse the data. If a dispute arises where a | | | | monitoring take place, but there is also the scope for |
| client or customer believes they haven’t been | | | | scalability of the telecommunications system in terms |
| called, then call logging will allow you to look at the | | | | of number provisioning, data formatting and reporting. |
| historical data to see when and where it happened, | | | | Having a successful business relies on cost-effective |
| then to present this data back to the person. | | | | work being carried out across the board – and |
| 3 – Productivity – Not a feature as such, | | | | through the use of a call management solution, |
| but by actively monitoring and logging all of the calls | | | | productivity could be thoroughly increased. With the |
| being made within a company, the staff know they | | | | continued rise in the use of IP telephones, the analogue |
| have to work. Identifications can be made throughout a | | | | model is slowly deprecating – so keep up with |
| day in terms of people spending too long on the phone, | | | | the teams and push your business ahead of the |
| or maybe not using the phone at all – so this | | | | competitors. |