Call Management

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Call Management Software

B Comms provides complete communications management that integrates with your telephone system. Users can view real-time and historical call data, see the status of other extensions and securely record all telephone calls.

iCall gives managers complete visibility of call traffic and call costs for single or multiple sites, with the ability to charge costs to different individuals, departments or clients. Primary call statistics can be displayed on a wallboard or PC monitor.

Call Recording

Need to track old calls for training? Want a couple on file for compliance? Forgotten what Barbara told you last Thursday?

No need to fret, we can provide call recording software to provide this to you. Secure online storage, ability to delete or download calls and have multiple logins with varying access. Keep a record of your calls.

Features of the Call Recording Software:

Real-time monitoring and recording for all terminals: Automatic or on-demand recording options
Remote call recording: Record calls from remote branches, home office or mobile workers
Search and play recordings: Find and play recordings through user friendly web interface
Call statistics: Wide variety of graphs to interpret the data, including average talk times and time-based segmentation
Conference recording: Record conference calls with up to 32 participants, to listen back to in the future.

Why Record Calls?

Monitor call quality and staff performance to improve company standards and customer care
Resolve “who said what” disputes
Train staff on call handling techniques and customer interactions to improve performance
Reveal customer service workflow issues
Regulatory compliance (for industry regulation)

Why should you analyse call activity?

Maximise the return on your telecoms investment
Improve customer service, helping you to retain customers
Increase revenue by monitoring and improving your business performance
Improve call handling techniques
Detect telephone fraud early
Reduce communications costs

Benefits of iCall Suite:

Improve Team Operations

Our reporting tools will help you understand the patterns of your customer calls, so you’ll know peak times vs quiet ones. With this information, you can ensure optimum staffing levels and the delivery of consistently strong service to your customers.

Missed Call Reporting

Never miss a call again with a full report of all missed phone calls and telephone numbers.

Monitor Individual Performance

Clearly presented, meaningful user performance KPIs help to motivate individuals and agents, enabling them to monitor their performance in line with personal and departmental targets.

Compliance

In a surprisingly high amount of industries call recording is a mandatory requirement. With iCall suite, you can ensure your company is compliant with the latest industry regulations regarding call recording.