Call Accounting & Reporting
Carrier Bill Reconciliation
Government facilities are made up of many departments and spread out over towns, cities, and states. This often 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.
Track Calling Activity
Government facilities are often running their telecom departments off of taxpayer dollars. A recent audit of New Jersey’s telecommunications procedures found that one in six of all state government’s phone lines should be disconnected1.
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 government networks, agencies can use Infortel Select to determine optimal network bandwidth based on yearly, monthly, and daily metrics.
Monitor Abusive Calling
Government employees are frequent targets of abusive calling from upset taxpayers and upset citizens. Infortel Select can target numbers and set alarms on individual phone numbers of abusive callers and track harassing and abusive calls. And governmental departments can produce metrics on inbound and outbound call traffic in order to detect abuse and misuse of their own employees’ communications.
Telecom Audit & Optimization
With the global economy presenting daily challenges to families and organizations, large and small, taxpayers are beginning to ask for details about where and how the money is being spent. They want confirmation their taxpayer dollars are not being spent heedlessly. One of the biggest costs in any organization, particularly governmental organizations, is the telecom spend. Traditionally, governments and governmental facilities pay little attention to their telecom department. Much of their job is spent on the phone, and because it is a necessary and imperative function for communication and decision-making, little regard is given to the actual incurred telecom expenses. This presents problems with the long-term management of their systems. Landlines are assigned to desks, but not reported or disconnected when the employee moves on. Cell phones are often passed out without written justification for employee use. And there is often very little effort made to manage abuse or misuse of phones, landline or wireless. 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, cost-free way for governments and 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
State and Local governments generally don’t spend a lot of time analyzing their telecom costs. Many offices don’t keep any documentation justifying their employees’ use of cell phones and other electronic devices and approval processes are long and drawn out. There is little effort to maintain locations and inventory (circuits, PRI and pots lines, etc.) and this is becoming highly problematic, particularly as budgets are becoming more and more scrutinized.
Additionally, cost allocation is difficult to manage. With expenses being allocated to multiple departments and projects, governments need the ability to manage their invoices appropriately. Instead of using spreadsheets to manage 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 or revised and will help put taxpayer money towards more important initiatives.
Infortel® Wireless Manager – TEM
Enhanced Wireless Services
As electronic technology continues to advance, many government 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 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.
Help Desk is an add-on to the TEM system. If a government facility has a corporate liable mobile device 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.