Financial Services organizations need a telecommunications system that supports their main headquarters and all of their branches and divisions. ISI offers solutions to help banks and brokerage firms be more productive and stay in control of their landline and wireless spend. By implementing reporting tools focused on Wireless Voice and Data optimization, client billing, and Voice and Immersive Video, firms and organizations can cut costs and streamline their mobile needs.
Call Accounting & Reporting
Carrier Bill Reconciliation
Banks and mortgage companies are generally branch-based and feed into one large central headquarters. They are scattered all over towns, cities, and states, with some bigger towns entertaining multiple branches. This presents a nightmare for reconciliation of telecom bills. In the past, phone bills would be delivered to one central location and a team of workers would spend days scrutinizing call records to make sure they were assigned to the right departments and personnel, 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’s Carrier Bill Reconciliation feature allows users to reconcile bills 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.
With any branch-based organization within an industry that deals with constant acquisition and liquidation of offices, there is a need to manage and optimize trunks and facilities.
Call Reporting tools, such as ISI’s Concurrent Call Analysis, allow organizations to look at historical voice traffic and determine peak 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. Trunk Summary Reports can produce analytics to effectively manage trunk facilities, routes, or individual circuits by reviewing the call counts and total and average call duration of both incoming and outgoing calls within user-specified date ranges. And as IP-based communications continue to become the foundational choice of business communication networks, companies can use Infortel® Select to determine optimal network bandwidth based on yearly, monthly, and daily metrics.
Financial institutions need the ability to track telecom costs and allocate these costs to branches or divisions. This becomes particularly troublesome when companies have a large number of branches. Some of the larger US banks, for example, have almost 6000 total branch locations.
Infortel® Select has a series of reports that can identify which telecom costs should be billed to which branch. Organizations can review Extension Summary and Organizational Detail Reports to reviews listings of each call made or received by employees and departments, including information identifying dates, times, durations, trunk facilities used, call costs, digits dialed, and destinations. Tenant Billing Reports are another useful means to enable users to bill call activity back to other users or departments. Tenant Billing Reports enables organizations to adequately facilitate remittance of payment utilizing owner level, organization level, and summary reports.
Voice & Video Recording
Documentation of Verbal Contracts
When monetary contracts are being negotiated, most people are very sensitive to the fine print details. Many times, however, initial contracts are determined based on verbal conversation. For example, a trader arranges transactions with a broker. This needs to be done quickly and both sides need assurance that the deal was what they agreed to. But what if there was confusion over the semantics of the arrangement. Ultimately, spoken words cannot be proven unless they are recorded.
Call recording can provide unequivocal proof to specific language used in verbal negotiations. Verint Verba Voice and Immersive Video Recording can record full conversations, or simply the portion of the conversation that mattered most, such as the verbal agreement. It then stores it with a customer ID or other identifiable information and can be retrieved quickly and at a moment’s notice.
Financial institutions are very concerned with providing appropriate and helpful customer service. After all, customers are investing their hard-earned money into the institution, and need to know that, should a question arise, the customer service representative will be helpful and professional.
More and more companies are collecting data metrics on their call center staff to ensure quality customer service. To ensure employees are handling customers properly, Verint Verba Voice and Immersive Video Recording will record a sample of service calls and allow a supervisor to review and approve the service quality.
Best Practice & Employee Training
Training is always a difficult endeavor. First you must find time to present the training and materials. Then you have to figure out a way to dispense the materials, and ensure the presentation is equally consistent and up-to-par with other customer service presentations that you have performed. It is also difficult to prepare presentations for complex or unforeseeable situations.
Supervisors can select pre-recorded calls in Verint Verba and share it with any group in the organization. This is useful to providing one consistent example and distributing to a mass audience to ensure compliance and consistency.
Telecom Audit & Optimization
With so many recent financial mergers and acquisitions, branch locations are constantly opening and closing in towns and cities. As these offices open and close, there are instances where trunks and circuits no longer in use are still being accounted for in the overall telecom expenses. Likewise, when specific processes are not in place to activate and deactivate lines, or when organizations consume smaller branches without a properly-documented inventory, the telecom spend could be hemorrhaging money without you 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.
ISI's Telecom Audit service (Telecom Profit Optimizer™, or TPO) provides a simple, quick, way for financial 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
Ironically, financial institutions generally don’t spend a lot of time analyzing their telecom costs. Many offices keep minimal, if any, documentation justifying their employees’ use of cell phones and other electronic devices. Approval processes are surrounded with red tape and very little paper trail. Locations and inventory (circuits, PRI and pots lines, etc.) are often not maintained, which is highly problematic as budgets become more and more publicly 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.
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 to the bottomline.
Infortel® Wireless Manager – TEM
Enhanced Wireless Services
As electronic technology continues to advance, many financial services employees are moving to cell phones and tablets as their primary source of communication. Organizations 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 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 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.
Help Desk is an add-on to the TEM system. If a financial organization has corporate-liable mobile devices and does not wish to dedicate hours to their IT staff to handle activations, warranties, discounts, and overall support, then Help Desk is an ideal solution. Help Desk will manage upgrades, add/remove data and voice/text service, and manage the daily, weekly, and monthly mobile optimization fluctuations for your organizations, allowing staffs to focus more on their primary duties. Help Desk is available Monday-Friday, 8am to 5pm CST.