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Call Management

For every phone call made or received through maximiser a call record is produced. These records contain important information about each call, including whether it was an incoming call, an outgoing call, or another type, such as an internal (extension to extension) or external (trunk to trunk) call.

 

Call records contain details of the calling party and the called party, as well as extra information such as the overall duration of the call, the number that was dialled, the caller ID of the calling party, and which telephone line (trunk) was used to carry the call.

 

The practice of call logging involves capturing these call records, sorting and storing them in a central database, and their subsequent retrieval by way of a reporting interface.

 

The analysis of the call logging output is usually called Call Management. This can help with setting budgets and controlling Company and/or Departmental communication costs by; 

  • Identifying trends in telephony costs by department.
  • Allowing costs associated with individual projects to be aggregated and apportioned.
  • Highlighting which members of your team spend most/least time on the phone.
  • Clearly identifying which customers contact you the most.
  • Informing you who is making excessive personal telephone calls.
  • Allowing targets to be set for key performance indicators such as time to answer and length of call.
  • Evaluating working practice by identification of how many ‘Out of Hours’ calls are received for Support, Service or Help Desk departments
  • Showing trunk utilization.
  • Providing evidence for additional resources requests together with cost justifications.
  • Identifying busy periods where resources need re-allocation.
  • Delivering the data required to construct sales and marketing plans.
  • Forming a strategic part of your CRM strategy.
  • Providing an overall measurement of your management.

Vision

Vision is a web-based application suite, developed from the ground up by SpliceCom to work solely with the award winning maximiser Pure IP Business Telephone System. Based on the latest AJAX and Web 2.0 technologies, Vision’s design means that, in conjunction with maximiser, it operates as ONE entity, providing detailed and intimate information upon which sound business decisions can be based.

As maximiser runs as a single system, no matter how many sites it is distributed across or how many home based, remote or mobile employees are connected, Vision is able to collect information on every Department and every individual – wherever they might be. Likewise real- time information can be delivered to department heads and managers totally independent of their location; via their PDA, PC web browser, SpliceCom’s PCS 60 IP Softphone/Phone Partner or PCS 410 IP Screen Phone. And as for the workforce, Vision works hard for them too, by offering far greater managed flexibility over the way they choose to handle their telephone calls when they’re not in the office.

Providing a Business Dashboard for companies of all sizes, Vision delivers a comprehensive range of real-time information and historical reports to those that need it, irrespective of where they might be. Technical Support or Sales Order Processing, Customer Service or Accounts, Help Desk or Sales, whatever area of the business needs to be focused on, Vision has the answers. This allows issues to be identified and rectified before they become business-impacting problems, whilst resources can be optimized at all times for maximum productivity. Vision also provides the real-time information needed to ensure that operations run smoothly. Are we service levels being met on the Help Desk?  How many abandoned callers have yet to be called back? Do customers have to wait in a queue longer than necessary because there is insufficient resource to handle all the auto attendant or IVR calls? These are the type of questions that can be effortlessly answered by Vision.

The business telephone system or Unified Communications platform is the lifeblood of many companies’ communications. It’s therefore ideally placed to collect valuable data, from which in-depth information, telling you exactly how well your company and workforce are performing, can be extracted. Because it’s been developed specifically to work as a single entity in conjunction with maximiser, SpliceCom Vision offers unrivaled integration enhancing and extending Call Management into true Business Management. Vision can drill down deeper into the telephony platform for valuable information then ever before, delivering a wealth of relevant, business critical reports and a depth of real time information to Company Directors and Departmental Managers, exactly when and where it’s needed.
 

Vision Reports

SpliceCom's Vision application suite offers information and control over four critical areas of business management. Vision Reports focuses on the area of key historical information.
 
The business telephone system holds vital information on how an organisation is performing, but how do you get it? Call Logging gives the raw information, whilst Call Management applications can drill a little bit deeper. But so often these third party applications don’t always interpret the data from the phone system in an absolutely accurate manner.  Vision Reports gives an in-depth company wide view of how a business is performing, when it’s wanted, where it’s wanted and how it’s wanted. All reports can be accessed through a web browser from anywhere at any time and printed off or exported if required. Key reports can be scheduled by time and date and delivered to individuals or groups by email, whilst custom-reporting groups can also be constructed. Vision Reports is broken down into three main areas; Call Performance Profiles, Cost Analysis and Capacity Planning.

  • Call Performance Profiles

    • First and Last Calls
    • Abandoned Calls Overview
    • Abandoned Calls Detail
    • Incoming Call Response
    • Incoming Call Breakdown By Hour
    • Incoming Call Breakdown By Day
    • Incoming Call Breakdown By Week
    • Incoming Call Breakdown By Month
    • Incoming Calls By User
    • Overview By Talk Time
    • Overview By User
    • Call Abandoned In Auto Attendant

  • Cost Analysis

    • Outgoing Call Breakdown
    • Top Outgoing Call Users By Cost
    • Itemised Cost Report
    • Frequently Called Destinations
    • Most Expensive Calls

  • Capacity Planning

    • Peak Trunk Usage
    • Peak Trunk Group Usage
    • Peak Voice Processing Usage
    • Peak IntraModule Trunk Usage
Few organisations even begin to harness the true power of their telephone system. Because they’ve both been developed by SpliceCom, the combination of maximiser and Vision delivers on this promise, all day, every day allowing Company Directors and business managers to really understand how their business is performing.