Ensuring a quality VoIP service
Rob and David examine a solution to resolve VoIP quality issues. Read more.
Telephone management systems - cop, cost-cutter or business enabler?
Written by Administrator Monday, 26 September 2011 00:00
Many companies today stipulate a need for ‘investment protection’ in their telephony systems. In other words, they want the assurance that their phone system won’t require a full ‘forklift migration’ at upgrade time due to ‘closed’ standards, and that it won’t spring so many hidden cost surprises that, in the end, they’re left with a white elephant.
“These are highly valid considerations,” says Rob Lith, Director of Connection Telecom, “and quite frankly, they’re the result of two things – the opaque business practices prevalent in the bad old days of monolithic telcos, and the non-standard technology of the powerful ‘legacy’ tech vendors of yesteryear.”
Using VoIP call analytics to guide the business, not punish 
private calls. “Telephone management systems (TMSs) have been largely under-utilised by many companies,” says Rob Lith, Director of Connection Telecom.
These applications are often procured, sometimes at considerable cost, with only one objective in mind - to identify and cut unnecessary costs, while ignoring the invaluable business intelligence they can deliver.
TMSs as cost cutters
TMSs are most often used to identify when a call is being made to a Telkom or mobile number, and to route it via the appropriate call origination device - a cellular or VoIP gateway or even an analogue switchboard. It is a legitimate use of the software as it gives companies a proper appreciation of their call patterns and helps them identify what they need in terms of least-cost routing infrastructure and solutions that guide calls down the cheapest channel.
Read the full article at SME South Africa.
You might also like…
Latest news
Is your on-demand call centre the real deal?
Rob explains why ODCCs should insist on “elastic” scalability and responsive provisioning at low cost. Read more.