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A Call Accounting System is a telecommunications software application that captures, records, and costs telephone usage events. Call accounting systems work with your phone system to detect and record outbound and inbound calls, call ring outs, call routings, abandoned calls, and other activities. Some of the benefits of Call Accounting can include:
Service Billing and Provisioning
Call accounting systems may provide packaging, pricing, provisioning, billing, and posting or presentment of telephone services for purposes of revenue generation. Professional services firms utilize call accounting software for account code or client based billing of their phone usage. The hospitality industry uses call accounting to resell phone services to visiting guests and groups.
Cost and Revenue Optimization
Call accounting software can reconcile multiple telecom carrier's billing reports by integrating telecom invoices, wireless billing, long distance charges and calling cards into a single platform, allowing your business to use the convergent expense software to provide management reports, analytic reports, alerts and robust presentations
Call accounting systems provide visibility into the calling patterns and activity of employees and can be used to minimize productivity losses through non-business calling activity. They can also be used to evaluate the effectiveness of revenue-generating staff and sales processes, and manage the responsiveness of customer service staff.
Companies also use call accounting systems to determine whether their voice and data networks are being utilized efficiently, in a cost effective manner, or to capacity. Call accounting applications are used to monitor network activity and bandwidth, identify over- and under-used trunks to optimize trunking configurations, pinpoint the root cause of circuit outages, monitor call routing effectiveness, queue times, abandoned calls and other information, and report usage trends and statistics. Call accounting can help companies more efficiently allocate telecom resources and make better planning decisions affecting a telecommunications network.
Security and Compliance
Call accounting applications enable IT departments to shield companies from a variety of internal and external security threats by monitoring for network attacks, intrusion attempts and telecom activity that exceeds acceptable or established thresholds.
The Sarbanes-Oxley Act established new or enhanced standards for financial reporting by public companies and accounting firms, obliging them to examine and revise their internal governance, accounting and reporting controls. Examples of those "internal controls" include procedures for securing, protecting and ensuring the availability of critical infrastructure (like telecommunications systems), monitoring those systems for performance issues, and preventing or quickly detecting unauthorized attempts to acquire company records or assets.
Call accounting applications help facilitate regulatory compliance by providing tools to aggregate, monitor and analyze telecommunications data in order to correctly track and report expenses. They can be used to enhance corporate accounting practices by documenting fraud-related costs to substantiate telephony-related disputes with carriers. And they can automate the monitoring of internal communications to improve visibility into sales and financial processes.