Call accounting software provides essential data for today's business world
How call accounting software works
Call accounting applications collect call records from traditional switches, IP switches, or a combination of both. Call records provide information regarding what telephone numbers were dialed, what extensions are being used to make calls and the phone numbers being called, the length of the calls made, the date and time of the calls, and what each call costs. From that data, comprehensive reports can be produced which help businesses analyze the information according to their needs.
How eCAS Call Accounting software works (click to enlarge)
Applications for call accounting
Today, call accounting applications extend well beyond the telecom or IT department; call accounting can benefit virtually every department in your organization. Properly used, call accounting systems can help you define employee productivity expectations, track emergency 911 calls, allow your organization to reconcile phone bills, and even identify possible abuse of the telephone network.
Security
- Track emergency calls, international abuse, and internal harassment
- Minimize potential fraud
The call accounting system can be set up to alert the systems administrator when certain criteria do not follow what has been defined as normal calling activity. These alerts can be sent by email; or a report can be printed immediately upon completion of any call which seems suspicious. Having access to this information gives system administrators the opportunity to react quickly to any security issue.
View demo about eCAS Call Accounting software, Veramark's easy-to-use, Web-based solution.
- For small- to mid-size businesses
- Point and click navigation
- Powerful report engine
- Dynamic 3D report graphics
- Easy setup wizards
HR & Legal
- Protect against litigation
- Detect international abuse
- Track internal harassment
- Ensure that regulatory requirements for retaining call record history are being satisfied
- Manage employee directory
As an employer or manager, you probably do not want to monitor every aspect of your employee's day-to-day activities. Yet, if you found that your manufacturing department was making 70 percent of your long-distance calls, there might be misuse of the telephone system and you would want to investigate it.
Pre-programmed system alerts can be used to detect and monitor international abuse or suspected internal harassment situations.
Sales & Marketing
Track sales productivity
- Record which accounts they are prospecting
- Monitor employee performance for goal attainment
- Track ROI on marketing/advertising campaigns
In telemarketing organizations, the sales or support results of individual employees can be compared to the number of calls completed. In addition, demographic data can be obtained to determine whether a specific telemarketing area is receiving too much attention or not getting enough. Managers can also use call accounting reports to compare the amount of time employees are spending on the phone versus the number of accounts that are being served or the new business that is won.
Operations
- Track how long customer calls are in queue and on-hold
- Determine adequate trunk capacity and staff to meet customer demands
- Understand how staff is using the phone
Using call accounting reports, businesses can determine their busiest hours and associated network usage. This information is essential to ensuring that employees always have access to outbound lines, and that customers can always reach support personnel.
Call accounting systems often have an amazing effect on employees' use of the telephone network. In fact, many companies see a significant reduction in the number of personal telephone calls as soon as they make employees aware that a call accounting system is in use.
Finance
- Allocate all telecom-related charges
- Charge clients for telecom expenses
- Track Directory Assistance charges
With call accounting, office managers can allocate telecommunications costs throughout the organization by pinpointing which departments (or extensions) are making what calls, and then produce individual reports that document the usage. Using organization or ad hoc reports from a call accounting system enables you to accurately charge each group for their expenditures.
By reviewing detailed facilities usage reports, telemarketing departments and MIS managers can determine if the telephone network is being used as expected. For example, are expenditures for facilities equipment and services in line with the income that is generated by their use? Or, could savings be obtained through more efficient use of these services?
eCAS: the Web browser-based call accounting software solution can help to significantly reduce telecom expenses
eCAS® is a powerful, Web browser-based call accounting software solution for small- to mid-size organizations with up to 10,000 extensions and 100 sites. eCAS lets you access business-critical information from virtually anywhere, providing the data that improves your ability to make informed business decisions.
Combining the ease of point and click navigation with the control of a built-in robust reporting engine, eCAS provides easy integration with existing technology by including features such as simplified reporting, robust import/export capability, single and multi-switch configurations, built-in SQL database engine, extensive security, system and call alerts, and an optional Online Directory module. You can host eCAS software on your server, or access it as a managed service.
How to purchase eCAS
eCAS is sold exclusively through Veramark's partners and distribution channels. For more information, please contact us at 585.381.6000 or email to info@veramark.com