About call management

Call management is a term that covers a broad range of technology provided by telecommunications companies, designed to control how telephone systems can be used, administered and organised. It is an area that includes, for example, call logging, monitoring or recording, integrated voice recognition (IVR) and computer telephony integration (CTI). The goals of call management systems are to ensure lower costs, increased revenues, improved efficiency, legal compliance and improved end user satisfaction.

Call management case studies

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Questions and answers

What is the difference between call recording or monitoring and call logging? - Recording or monitoring are systems that can actually keep a record of all or some telephone calls made or taken by employees. Monitoring these calls can for example generate data such as who needs to be trained or how well they dealt with a complaint... [Read More]

Do I need both and if not can I buy the systems separately? - You won't necessarily need both as they are completely different and are used for different purposes. That said, it is likely in the next few years that will change it appears that the systems will be provided as a single solution... [Read More]

What are the legal issues that I need to consider? - One of the reasons why companies log and record calls is to comply with the certain legislation or codes of conduct. It is also important to take into account what can potentially be in breach of people's human rights or in contravention of... [Read More]

< Read more questions and answers about call recording and logging.

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