www.comms-dealer.com
MARKET REVIEW PITCH WITH A CALL LOGGER
service. Its cost allocation and carrier comparison tools provide confidence when reconciling invoices and bills.”
User benefits Improved customer service, cost savings and a greater understanding of the communications that flow through an organisation is the main driver when deploying a call management system in all organisations, regardless of size. With the promise of lower costs, many SMEs are looking at unified communications to reduce their communications spend. “By explaining how the main benefit of UC is the integration and centralisation of all communications data, and how call management can help
them achieve this, resellers will be creating new and steadier revenue streams,” added Hogg. “This will also provide resellers with a jumping off point to highlight the features and benefits of other workflow management tools, such as call recording and speech analytics. By delivering these tools, resellers will be providing end users with a true UC solution which will help resellers win new clients, reduce customer churn and increase profit margins.”
With the increase in regulations and auditory legislation affecting a number of industries in both the public and private sectors, organisations are increasingly looking for call management solutions that help them with compliance
need for national auditory requirements. However, its ability to measure and predict call traffic levels has resulted in them using it to improve customer service by allocating appropriate staff resources when different departments are at their busiest.
Jonathan Hogg
“Ultimately, end users want a robust call logging application”
while also providing additional business performance benefits. For example, a number of CTI’s public sector clients originally deployed Proteus because its standard reports provided them with instant call usage and spend analysis which they
CTI Group has developed a product that integrates call accounting and call recording into a single platform. This solution comprises the Proteus call accounting application with the call recording technology of CTI’s SmartRecord package embedded directly within it. “By combining the two technologies within one product we are able to offer organisations a complete telemanagement solution which is
compatible with mobile, PBX and VoIP telephony systems,” added Hogg.
According to Lauri Lakio, Managing Director at Cubix, abusive telephone usage, inefficient use of manpower and poor service levels cost organisations dearly. “These are easily remedied with logging,” he commented. “Resellers offering call logging and voice recording telephony solutions will form more permanent bonds with reassured customers. These lead to additional sales, market share and improved customer retention, rapidly leading to increased profitability. Ultra fast RoI, measured sometimes in days, makes logging a very sellable and profitable proposition.”
n
PBX is the next step in
the evolution of snom products. Crucially, all snom phones auto- matically work via plug and play with the new
. More information at
snom.com
www.comms-dealer.com
COMMS DEALER NOVEMBER 2010 85
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