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 Today’s business environment calls for a solution beyond traditional call accounting, as access to detailed usage information for all types of communication technologies has become a necessity for effective business management. Gaining a holistic understanding of usage by specific locations or departments enables the allocation of costs, formation of plans for additional new technologies, and identification of system abuse.
One of the major challenges faced by organizations today involves tracking how much time employees spend on the phone for customer support. Organizations would benefit from:
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Identifying system misuse |
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Highlighting abuse |
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Tracking usage |
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Supporting legal and regulatory requirements |
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| The concept of usage management |
Avotus was among the early developers of call accounting solutions. Activity details of mobile and wireless phones, calling cards, pagers, etc. contribute to call detail information that did not originate in your PBX. VoIP and converged communication provide additional information in their IP-based call detail records (IPDR) that require collection and analysis. Traditional call accounting systems could not provide you with the level of information required to understand what exactly is happening in this new communications environment.
As Avotus believed that the term call accounting did not adequately describe all the new requirements of call accounting solutions, it coined the term “Usage Management” several years ago—a phrase that has been accepted on an industry-wide basis. |
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