Telephone management systems - cop, cost-cutter or business enabler?

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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 piggy
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.

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