Business Operations & Productivity

The primary purpose of a corporate phone or UC systems will always be to generate dial tone and complete calls. However, voice and UC systems are also an incredibly rich store of business intelligence that can and should be leveraged to enhance business operations, lower costs, and increase productivity and revenues. Voice communications are the lifeblood of nearly any business, and information about who is calling whom, when, for how long, and for what purpose can be a powerful information set to support managerial decision making. Cases-by-case opportunities to apply this voice intelligence for business are endless. Examples include opportunities to:

•	Improve business operations with employee or departmental productivity and efficiency reports showing call volumes, durations, and other details.
•	Alert lower or higher than expected call activity on key sales and resource lines.
•	Alert excessive unanswered calls to key resource lines.
•	See traffic patterns for inbound customer calls to aid staffing decisions, efficient call routing and training.
•	Track and record key operational and customer calls of interest for quality assurance and to improve future service and training.
•	Record call content that can be used to resolve disputes over the content of previous customer service, revenue collection, or other key conversations and phone-base interactions.

The SecureLogix^® ETM^® Voice Firewall, Voice IPS, Usage Manager, and Call Recorder applications can provide the intelligence, real-time policy enforcement, and content recording capabilities needed to leverage your voice/UC deployment to improve business operations, productivity, revenues, and training.