Call Management Software

Our Call Management Solution

On this page you can find out how Call Management can help you gain visibility of performance, utilisation and cost control of your voice communications. Discover available reports, see product demos and find further information.

Our Call Management Software (CMS) has a number of key benefits that address real issues. CMS has an extensive feature list that makes it one of the more powerful Call Management applications available on the market. It has been deployed in virtually every country in the world and serves Government departments, mobile operators, multi-nationals and small businesses. Naturally we support all models of PBXs and are tried and tested on all major switches including Avaya, Cisco, Nortel, Mitel and Siemens.

What is Call Management?

Both traditional and new VoIP (Voice over IP) PBX telephone systems are capable of generating a log of all incoming, outgoing and internal phone calls made and received by connected extensions. Call Management gives you the tools to collect this data, analyze it, translate what it means and discover the impact that it has on your business.

What can Call Management do for your business?

Sales & Marketing - Call Management can track the inbound phone response from marketing campaigns, review the performance of outbound telemarketers and analyze the cost of any outbound phone activity.

Operators, Call Centers and Support Helpdesks - Monitor the time it takes for customer calls to be answered, review how many calls are being handled and the length of each call. Discover when service demand peaks and schedule staff accordingly.

Finance And Accounts - Compare carrier billing against logged calls to ensure accuracy, identify areas where call costs are excessive and/or need to be reduced and ensure that only the required number of trunks are in service. Correctly apportion phone costs to the right cost centres.

IT & Telecoms - Accurately answer questions regarding the grade of service being provided to users. On VoIP systems, access QoS and Mean Opinion Score data. Track down unused extensions and verify that trunks and IP gateways have enough bandwidth for demand.

All Departments - As part of staff/customer/supplier disputes, trace calls as verification of claims made by the parties involved. Monitor employee usage of the company phone system. Where account codes are in use, accurately bill the customer for calls made and received on their behalf.

Call Management Reporting Capabilities

CMS has 60 customisable templates to report on your phone activity. Download a full sample of the call management reports available.

Detect Telecommunications and VoIP Fraud With SwitchGuard

Telecoms Fraud can strike a business at any time and have a major financial impact. We've written an article that includes examples of businesses affected by telephone / voice fraud. Using SwitchGuard as part of the your Call Management solution can lower the risk of a business being severely hit by fraud and enable it to take steps to prevent it occurring in the future. More...

Tailored Call Management For Your PBX

We have partnered with some of the major PBX vendors in order to develop PBX specific call management features to enable tighter technology integration. Select your PBX vendor from the list below to learn about the extended potential of CMS Call Management on these platforms

• Mitel Call Management
• Cisco Call Management
• Avaya Call Management

Learn about Call Management as a Managed Service

A call management system must be kept up to date if it is to perform at its best and produce accurate reports. Although it is easy to recognise the benefits that call management can bring to every department, most business would prefer to concentrate on their core business.

We can offer call management as a managed service where our fully trained and experienced staff collect the data from your PBX phone system and correctly configure and maintain the call management system on your behalf. All your business has to do is notify us of any changes to be made and we implement them.

Our team ensures that the information you need is sent to the right people on time. You can access reporting online through our web portal and generate additional reports whenever you need to.