Organizations currently face a challenge tracking details of how much time employees spend on the phone in support of customers. Challenges include:
»
Identifying system misuse
»
Highlighting abuse
»
Tracking usage
»
Supporting legal and regulatory requirements
Avotus was one of the early developers of call accounting solutions. As our name changed so did your requirements for call accounting solutions and capabilities. Mobile and wireless phones, calling cards, pagers, etc. all produce call detail information that did not originate in your PBX. VoIP and converged communication provided additional information in their IP-based call detail records (IPDR) that you need to collect and analyze. Traditional call accounting systems could not provide you with the level of information you needed to understand what is happening in this new communications environment.
Recognizing that the term call accounting did not adequately describe all of the new requirements, Avotus coined the term “Usage Management” several years ago, a phrase that has been accepted industry wide.
Avotus ICM Usage Management
Avotus ICM Usage Management (UM) goes beyond traditional call accounting solutions to provide you with detailed information about the latest communications technologies to enable you to effectively manage your business.
Why use Avotus ICM Usage Management?
»
Improve customer service
With customer service being a hallmark of good business, Avotus ICM Usage Management provides you with the detailed information you need about how much time your employees are spending on the phone in support of your customers.
For example, UM can be used to verify that your employees in departments like Customer Support are returning calls in a timely manner.
»
Protect your employees
In today’s complex society, organizations are legally and ethically bound to be able to trace, report and/or alarm on emergency, malicious and threatening calls.
By providing detailed calling extension information, threatening or abusive calls can easily be traced back to their originator.
»
Identify system misuse
While your employees may think they’re doing the right thing, they may not. Avotus ICM Usage Management gives you visibility to call detail information so you can then correct the problem.
One major example is dialing into the corporate toll free number using a mobile phone.
»
Highlight system abuse
“Toll fraud’ or system access for illegal or unauthorized use is a major concern for businesses. Usage Management enables you to spot atypical calling patterns, start times or destinations so you can immediately take actions to solve security problems.
Avotus ICM Usage Management also enables you to quickly identify employees who are spending too much time on the phone including calls to unauthorized countries.
»
Support legal and regulatory requirements
Industry regulatory requirements often mandate that proof be provided that particular calls have been made – or not made – by an organization.
Usage Management provides the detailed calling information for both wireless and landline calls to support these requirements.
»
Enable charge back to departments, cost centers and clients
Costs can easily be allocated to departments, employees, divisions or projects using Usage Management account codes.
With wireless expenses often exceeding landline charges, wireless expenses can now be properly allocated to the correct budgets.
»
Understand employee productivity
Avotus ICM Usage Management helps you understand how much time your employees are spending on the phone in support of their job functions.
For any organization that relies on employee call productivity such as in outbound call centers, Usage Management enables you to track and report on critical performance statistics for our agents or crew – including number and type of calls, duration and origin/destination city names.
»
Properly provision your communications environment
Employees use multiple methods to communicate to customers, prospects and partners. Understanding the details of what communications services are being used enables you to offer the right mix to your employees.
For example, If mobile phones or pagers are not being utilized, they can be redeployed to other users.
