Although telecoms services and related management expenses now rank among the top five costs for most businesses, they are one of the least managed expense iTEM and activities. What’s more, it is estimated almost one-quarter of calls made during business hours are not business related, resulting in lost productivity, lost revenue and higher telephone costs.

More control and less complexity

• Reduce costs
• Increase productivity
• Identify fraudulent activity
• Generate additional revenue
• Improve customer services.

Develop an enforceable strategy for saving money

Call management can bring about significant reductions in operational overheads, which you can realise by consolidating and tracking exactly how and where communications costs are being spent. You can also identify adherence to corporate policy on the use of communication services to achieve further cost and productivity benefits.

Soft-ex’s continual development in leading-edge capabilities will make sure that you always benefit from best-of-breed communications management.

Turn costs into savings

RingMaster produces a range of cost reports (including a list of the top 50 most expensive calls by extensions, the most frequently dialled numbers and calls with the longest duration and response times). These can be used to pinpoint high cost areas and identify the possible misuse of telephone services – dramatically reducing your overall telecoms spend. You can also increase accountability by allocating costs directly to departments and extensions – even at remote sites.

The RingMaster browser delivers call management to your desktop in a highly integrated manner. Summary reports can be obtained by email or via the browser, allowing you to drill down to the exact information required. RingMaster eliminates manual, time-consuming, paper-based reporting sysTEM and replaces them with an automated and extremely user-friendly mechanism.

Achieve optimal performance

Customer perception is dramatically impacted by the length of time it takes for your staff to answer incoming calls. Response time reports (based on time, day, date and length) measure and show how accessible you are to customers and other callers.

These statistics allow you to:

• Set targets for call handling
• Manage operator staffing levels to match daily traffic patterns
• Monitor incoming call response times in customer-facing departments
• Manage helpdesk performance and efficiency
• Trace calls across the network to evaluate inbound ring time to first answer point.

Maximise efficiency with leading-edge software

RingMaster alleviates the challenges of keeping costs down and ensuring maximum service availability whilst still benefiting from optimal PBX or IP network performance. RingMaster also combines with other telecommunications modules to provide a complete management information system.

Soft-ex Utilisation Reports show the amount of traffic being carried by the PBX and its associated incoming and outgoing lines, so that you can achieve the best possible trade off between cost and service.

• Identify under-utilised extensions that can be used to meet demand for additional resources
• Identify surplus trunks where customers are paying rental for unused lines
• Identify areas where there are insufficient lines to meet busy period demands
• Plan network capacity to meet a target Grade of Service and report on Quality of Service for jitter, latency and packet loss to optimise your IP environment
• Match network infrastructure to meet changing traffic patterns.