Communications Analyst

At a Glance

• Analyzes call traffic to reduce cost
• Provide access to reports from anywhere via a web-browser and internet access
• Measure campaign response to optimize marketing budgets
• Sends out instant notification of emergencies and fraudulent activity
• Provides accurate billing and proof of calls

Overview

NEC’s UNIVERGE SV8000 Series Communications Analyst provides
an easy-to-use, graphically-oriented software package that captures,
monitors and analyzes phone calls and trunk usage for single or multiple
locations. It provides the productivity measurement, cost management,
toll fraud monitoring and billing creation functions required to get a
clear picture of voice and network activity on converged communication
platforms such as VoIP, hosted PBXs and hybrid telephone systems. This
information can improve your company’s level of service and increase your
Return on Investment (ROI).

Because it is a scalable solution with uncomplicated licensing
requirements and easily-implemented upgrades, it can grow as your
business grows – and its enterprise-level database standards ensure that
your company will never outgrow it. Its data can be centralized and made
easily accessible from multiple phone systems and locations across the
network. Communications Analyst even integrates seamlessly with most
Property Management Systems (PMS). Those in the hospitality industry
will find its customer billing features especially useful.

Solution

• Document and understand trunk usage
• Track incoming and outgoing trunk calls in real-time
• Access information that provides a clear understanding of telecom infrastructure use
• Demonstrate the outcome of adding and removing trunks on the system through its provided “What If?” analysis
• Optimize trunk usage
• Eliminate unused capacity
• Maximize efficiency

An additional feature enables users to monitor employee productivity
by viewing and analyzing call activity. Problem areas can be quickly
identified and addressed with training geared to correct specific
inefficiencies.

Access Reports from Anywhere Available Reports

Web reporting enables users to access reporting data from anywhere
via a web browser and internet access. Managers can monitor agent
productivity and make adjustments to increase profitability even
while they are away from the office. Communications Analyst can
automatically email daily call reports to representatives about each
department’s performance against its goals.

Measure Campaign Response

Campaign Manager tracks and measures response to specific
campaigns by associating their performance with specified call
traffic. It provides information about the number of calls a campaign
generates and helps companies optimize their marketing budgets.
This functionality offers critical help to retail, real estate and other
businesses that run marketing campaigns.

Receive Instant Notification of Emergencies and
Fraudulent Activity

Communications Analyst offers its users increased security features.
Security Alert detects defined emergencies and/or fraudulent
calling patterns and generates alerts via email, pager or screen pop
when the defined criteria are met. This level of security prevents
phone abuse and unauthorized calls while helping maintain a safe
environment.
With its seamless integration with NEC’s E911 Security Notification,
Communications Analyst also provides comprehensive reporting
of 911 calls. Details of 911 calls are managed and stored for future
reference. Whether for use by security departments for analyzing
response times or studying the effectiveness of a business’s
emergency response plans, a historical record documenting each 911
call and associated details are critical to any business.

Provide Accurate Billing and Proof of Calls

Client Matter can help your business ensure that precise customer
billing is provided and that proof is retained of all calls billed.
Contacts can be imported or exported between email programs and
Communications Analyst, and hourly billing rates can be associated
with those contacts.
This feature associates group contacts with specific projects, then
generates billing reports for all associated project calls made to and
from the grouped contacts.

InControl for the NEC SV9100

Better Manage Employees & Office Resources with InControl

InControl is a web based application that will provide reports on a company’s employees, resources, and callers.

InControl will help answer questions such as:

• Are my sales people reaching out to the base? A department summary report can help answer that question. Since summary reports support drill down, anything that needs more detail can easily be found.
• Who did the caller previously caller talk to and how long were they on hold? A phone number details report will show that call from “cradle to grave”.
• Do we have too many / too few call paths? A trunk utilization report will answer that question.

         Run reports on demand, save them as a template for later access, or schedule them to be emailed on a regular basic.

For more information call Midwest Telecom today at 812.421.0111.