The Agent’s Critical Role
Companies with call centers across the globe are on a daily struggle to stay technologically relevant and competitive. 2017 & 2018 revealed a lot of changes in the Call Center landscape and one area of technology has emerged as a reliable tool in increasing the effectiveness of the data captured. Call Analysis is a pinnacle component for strategic thinking and uncovering ways for call centers to report on various call factorials, deliver call analytics, and aid in call auditing to monitor employee performance & productivity.
MTS is proud to announce the launch of our newly redeveloped website, designed for a better user experience. We simplified our content, increased the ease of navigation and expanded visibility on MTS’ 20+ years of experience in the telecom industry.
We’re proud to announce that the FinancesOnline directory has recently distinguished eXsight Call Accounting with the Rising Star award for 2018. It is an honor for our team to receive an award that recognizes our call accounting software’s positive user feedback and great reputation on the market, so much so that they commended us as an exceptional communications software. As displayed on FinancesOnline’s review, eXsight received a whopping 100 percent user satisfaction score, showing that our users found eXsight Call Accounting efficient in managing their daily tasks.
The International Legal Technology Association (ILTA) recently published an article on Telecom Expense Management Best Practices, “Taming Telecom Costs”, co-written by John Franconere from SPS and John Venditti from MTS. The article was published in the March 2011 issue of ILTA’s quarterly magazine, Peer to Peer.
A lot of talk and industry reports about wireless TEM focuses on the IT side of the house. We thought it would be interesting to discuss enterprise wireless telecom expense management from the finance side of the house, so we brought in one of our mobility experts and asked them to enlighten us on the finance departments WEM (wireless expense management) needs.
A VoIP readiness assessment can smooth the way for VoIP deployment and TEM can provide needed data for improved ROI on a VoIP deployment.
Recent research from shows that enterprise purchase intent for mobile devices is on a steep incline. With the increased dependence on mobile communications technology new problems arise including call tracking requirements.
Enterprises face a number of telecom expense management and telephone network security issues, all demanding administrators’ attention. Today’s telecom expense management systems can address a variety of enterprise telephone network issues, including telecom billing, PBX billing, VoIP call accounting, and toll fraud security.
A recent article in NetworkWorld ("Toll fraud is alive and well" )highlighted the Toll fraud issues faced by enterprises and ways companies can reduce thier exposure. Its important to remember that Toll fraud poses problems not only in the corporate world but in university settings as well.
Government Agencies and Non-Profits also Suffer Toll Fraud Losses. According to the State of Florida Enterprise Information Technology Services website “Many thousands of dollars worth of illegal long distance calls have been identified as having been made by telephone hackers” of state government phone systems.
TEM call accounting finds niche uses in various industries. The data collected from TEM call accounting modules no longer has to be reserved for tracking a lawyer’s billable hours. Telecom Expense Management call accounting software has come into its own as a rich source of data that can be an excellent predictor of seasonal business trends, and marketing research.
According to Pat Hurley’s Telephony Online article “Managing the Mobile Enterprise Effect,” the benefits of telecom expense management (TEM) are many; especially today when mobile technology exposes companies to new security threats. Pat Hurley’s article states: “A recent survey by Pointsec Mobile Technologies found that 85,000 cell phones were left in Chicago taxis in a six-month period. Losing a plain old cell phone is one thing, but losing a smartphone synchronized with corporate e-mail and data is quite another.” Sophisticated telecom expense management software solutions can help automate processes and provide security for wired and wireless networks.