Call Accounting & Reporting
Carrier Bill Reconciliation
Universities and education facilities are made up of many different departments that are spread out across a campus, town, or state. This presents a huge nightmare for reconciliation of telecom bills. In the past, cell phone bills would be sent to one central location and a team of workers would spend days scrutinizing call records to make sure they were assigned to the right department and free from erroneous charges. This took time, staffing, and an understanding that "room for error" applied to the process.
Fortunately, organizations no longer have to devote hours reviewing carrier bills by hand. Infortel® Select allows users to perform Carrier Bill Reconciliation in minutes rather than days, and eliminates the need for extra staff and additional QC. Carrier Bill Reconciliation reports help identify erroneously listed calls, mistimed calls, and calls billed at incorrect rates.
Track Calling Activity
Colleges and Universities need the ability to monitor call activity for both faculty and students, particularly when calls are billed back to students for long-distance charges through their dorm room landlines.
Infortel Select offers a vast selection of reports and metrics to monitor and track calling activity. Call Reporting tools, such as ISI’s Concurrent Call Analysis, allow organizations to look at historical voice traffic to optimize trunk activity and determine peak usage hours to properly size their trunks. Underused and overused trunk routes can be identified and optimized. Trunk circuits in trouble or out of service can be replaced or retired. And as IP-based communications continue to become the foundational choice of many university networks, schools can use Infortel Select to determine optimal network bandwidth based on yearly, monthly, and daily metrics.
Monitor Abusive Calling
Teachers, administrators, counselors and government employees are frequent targets of abusive calling from upset students, parents, and taxpayers. Infortel Select can target numbers and set alarms on individual phone numbers of abusive callers and track harassing and abusive calls.
College kids are, by law, adults. They can vote, drive, and join the military. But many times, college kids are still kids and it results in someone getting hurt and dialing 911. Likewise, despite the influx of smartphones, many students still dial 411 for the number of the local pizza shop, or the number for the nearest taxi service. Administrators can utilize call accounting tool to stay informed of all calling activity and set alarms when something out of the norm requires immediate attention. For example, when anyone places a 911 call, an administrator can track down the caller and ascertain the situation prior to being contacted by law enforcement.
Voice & Video Recording
The virtual classroom has taken off in the past decade. With more and more online classes being offered, institutions are moving toward recording their class sessions to assist students who missed class or need extra review. ISI and Verba’s Voice and Immersive Video Recording system can provide institutions the recording and reporting solution necessary to allow teachers to record sessions for additional studying and class makeup sessions.
The Voice and Immersive Video solution provides a unified recording capability that captures voice, immersive video, telepresence calls and agent screen images. Verba’s recording technology and ISI’s reporting capabilities enhance business operations with modes that include full recording, selective recording and on-demand recording. ISI and Verba support all major UC and Contact Center system vendors such as Cisco, Avaya, Microsoft and Broadsoft.
Telecom Audit & Optimization
Universities deal with a lot of turnover. Teachers come and go, students are there for "x" number of years, and administrators often move up ladders by moving to other universities. When specific processes are not in place to activate and deactivate phone lines, or when organizations don't have a properly-documented inventory, the telecom spend could be hemorrhaging money without even knowing there’s a hole. Landlines are assigned to desks, but not reported or disconnected when the employee moves on. Cell phones are often distributed without written justification for employee use. Carrier bills go unreconciled, and inventory records are haphazard and nonexistent with regards to phones or devices dispensed to employees, and with multiple departments with which to allocate costs, this can become highly troublesome.
ISI's Telecom Audit service (Telecom Profit Optimizer™, or TPO) provides a simple, quick way for educational institutions to get a snapshot of their telecommunications expenses. ISI analyzes a company's telecommunications expenses at no cost, and provides analysis and an itemized report identifying areas that will provide potential cost-savings. Fees are based on a percentage of the savings that ISI finds for the company. ISI is paid only when implemented recommendations lead to real savings.
Infortel® Invoice Manager – TEM
Universities need ways to inventory the devices they distribute. Locations and inventory (circuits, PRI and pots lines, etc.) are often not maintained, which is highly problematic as budgets become more and more scrutinized. Lack of documentation makes cost allocation difficult to manage and many institutions continue to utilize confusing, outdated spreadsheets and finance software to manage their expenses.
They need a telecom expense management (TEM) solution to assist with their invoice and inventory management.
Infortel® Invoice Manager is designed to help resolve these issues. TEM is a software platform that allows organizations, departments, and facilities to manage expenses tied to their telecom network. ISI provides a means to help analyze and pay telecom invoices. Utilizing auditing and productivity tools, Infortel Invoice Manager allows users to perform cost allocation, establish automated invoice approval processes, and simplify procurement. TEM assists with inventory management and increases visibility of an organization’s telecom spend which allows management to make more informed decisions. This helps identify where telecom expenses can be slashed and savings dropped.
Infortel® Wireless Manager – TEM
Enhanced Wireless Services
Many organizations are moving towards providing wireless devices to their employees. They establish relationships with carriers for mobile voice and data service or allow employees to bring their own devices and reimburse the mobile costs through expense reports and itemized carrier bills. Mobile bills, however, are plan and option based, and the amount of money an organization will pay toward mobility is contingent on the employee’s job description and pay grade. Minutes, text messages, and data plans can fluctuate for a variety of reasons, most notably an employee’s increased or decreased amount of travel, where that trip takes place (domestically or internationally) and the time of year. Sudden high-minute use, continuous overages, and high texting can skyrocket mobile costs.
ISI’s Enhanced Wireless Service provides organizations with a way to manage the devices they provide their employees and helps optimize rate plans according to situations. Based on three-month averages, Infortel Wireless Manager flags abnormalities to provide management a means to make adjustments. If a cell phone is no longer being used, ISI will work with carriers to dispose of or deactivate the contract. If a device is missing discounts, Enhanced Wireless Service will identify and flag it. Unified reporting across carriers produces one easy-to-work-with invoice. Voice, text, and data plans are can be optimized to eliminate overages and provide ideal rates based on an employee’s job function. Inventory can be documented and tracked by user. Most importantly, organizations will have the ability to manage the mobile costs associated with their employees’ devices and gain control over their wireless spend.