Communication is the key to most businesses' success, and it's also often the hardest thing to manage. The success of a business depends on how well it can adapt to the changing needs of its employees and customers. It's hard to keep track of phone bills, equipment fees, VoIP traffic, internet use, and provider discounts. Most communication managers want administrators to have the tools they need to keep track of, evaluate, plan for, and distribute communications management services and costs.
Fast changes are still being made to communication tools. Call accounting is usually the most important part of a communication management solution (CMS) because it helps customers track, process, and assign communications transactions (analog, VoIP and data).
Usually, communications transactions are sent to call accounting systems, where the data is processed in real time, summed up, or sent to a central server for consolidation across multiple sites.
For a long time, only the big phone companies could handle long-distance calls. Most customers don't know how to get the best deals because of how complicated and competitive the world of alternative services, long-distance carriers, and discounts is today. Using historical data, a strong call accounting system will give a clear, unbiased picture of how different rate structures compare.
Customer relationship management is a key part of a lot of businesses' success. Shadow CMS uses information about calling lines sent by the phone system to do a full analysis of incoming traffic. These reports help plan regional campaigns, set up networks, and staff call centres.
In a call centre, emergency dispatch service, hotel, government office, or even a small business, network performance is very important. Call accounting gives information about how trunks are used, the quality of service, whether all trunks are busy, and an analysis of peak and busy hours. Call accounting finds places that have too many or too few calls. Many organisations have trouble managing their employees and getting the most out of them. Good call accounting software has reports that show long calls, calls that cost too much, and calls that were made by mistake. Each call can be linked to a specific password, account code, extension, or authorization number. Call accounting gives detailed reports on phone charges that show how people use their phones.
Professional services companies often have to spend a lot of time figuring out how to put communication costs on customer account files. Calling accounting will get you reports with your expense account code, password, or authorization code. These results can be sent automatically to accounting systems, spreadsheets, HTML, email, and many other formats.
In the hospitality industry, information is processed in real time, given a price, and sent straight to the property management room folios so that billing can be done seamlessly.
A good call accounting system gives you a set of sophisticated traffic analysis reports that use CCS, Erlang, and Erlang B to figure out how efficient your network is and to plan your facilities using alternative cost modelling. In retail and direct customer service settings, a call accounting system should include custom call routing (CCR), voice mail, and interactive voice recognition reporting in its analysis of communications (IVR). This gives a full picture of how people communicate,
