call accounting & management system 7.0 (general) june 2003.pdf · pioneer in pc-based call...
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MTS GroupMTS Group
! Pioneer in PC-based call accounting and management solutions for VoIP & voice networks
! Focused in global enterprise market since 1984
! HQ in Israel, offices in USA, Europe and Asia
! Listed in NASDAQ (MTSL) since 1997
! ISO 9001 certification
! Joined Cisco AVVID Partner Program as a
Voice and IP telephony solutions member
! Partner with Avaya in Enterprise Solution
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MTS Asia Ltd.MTS Asia Ltd.
! Established in 1994 in Hong Kong
! Sales and support for Asia Pacific region
! Customers" Multi-National Corporate (MNC)
" Banking & Finance
" Hospitality Service Sector
! Total solution/customization service
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Distribution ChannelsDistribution Channels
Japan
Hong Kong
Thailand
Singapore
MalaysiaOffice
Distributor
Beijing
Philippines
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TABS.IT Provides New Business TABS.IT Provides New Business Intelligence (BI) SolutionsIntelligence (BI) Solutions
! Provides analytic tools and structured reports from large amounts of unstructured data from PABX & VoIP networks (DRIP)
! Reveals key performance indicators to provide greater insights into businesses
Data Warehouse(CDR from PABX)Data Warehouse(CDR from PABX)
Enterprise Portal(Reporting)
Enterprise Portal(Reporting)
B.I. Suite(TABS.IT)B.I. Suite(TABS.IT)
B.I. Platform(Ext., SS/MS, Buffer)
B.I. Platform(Ext., SS/MS, Buffer)
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Who needs TABS.IT?Who needs TABS.IT?
Accounting& Finance
Information Technology
Sales &Marketing
Customer Service
HR & Administration
Voice
Data
Reporting
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Using TABS.IT in Accounting Using TABS.IT in Accounting & Finance Department I& Finance Department I
! Monitor and track call usage! Track key performance indicators! Monitor the costs of communication! Plan budget based on call flow and call
trends ! Centralize billing for all voice and data
activities from different regions! Allocate communications expenses
according to organizational structure (departments, divisions, employee, etc.)
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Using TABS.IT in Accounting Using TABS.IT in Accounting & Finance Department II& Finance Department II
! Track exceptional long duration calls and /or expensive IDD calls
! Compare rate plans of different carriers for bargaining better offers
! Arrange IDD calling patterns to enjoy discount rate from certain carrier at the given period of time
! Generate summary reports for auditing
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Using TABS.IT in Human Using TABS.IT in Human Resources & AdministrationResources & AdministrationDepartmentDepartment
! Establish performance benchmarks! Identify personnel resources
distribution according to call volume and caller needs
! Assess employee productivity by evaluation call patterns
! Relocate of misuse of voice & data resources
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Using TABS.IT in I.T.Using TABS.IT in I.T.DepartmentDepartment
! Review network capacity by extension, trunk and VoIP trunk
! Track effective usage of existing infrastructure
! Identify trunks not in service or need of repair
! Support future planning on voice & data networks from usage history and statistics
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Using TABS.IT in Customer Using TABS.IT in Customer Service Department/ Call Service Department/ Call CenterCenter
! Provide statistical analysis of call response time
! Improve service level with performance benchmarks
! Track customer incoming calls and follow-up history
! Determine sufficient number of agents in different time zones
! Take fast, effective action to improve the overall efficiency of call center operations
! Improve contact center capabilities to build and retain customer loyalty
! Increase responsiveness to customer needs
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Using TABS.IT in Sales & Using TABS.IT in Sales & Marketing DepartmentMarketing Department
! Monitor the performance of salesman by tracking call volume and duration
! Evaluate the sales channel distribution by call destination analysis
! Formulate tactical sales & marketing strategy upon regional marketing response
! Plan new marketing or promotional campaigns
! Determine marketing positioning to enhance business competitiveness
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Feature Highlights IFeature Highlights I
! Multi-site Application! Flexibility to single site & multi-site solution !Collect up to 999 sites via remote buffer!Using Internet Explorer from anywhere, any
place and any time!Web administrate the organization directory
and extension number
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Feature Highlights IIFeature Highlights II
! Runs on Windows 98/NT/2000/XP! Multi-source Data Collection
! Support all PABX (Avaya, Nortel, Ericsson, NEC, and most other manufacturers PABX)
! Support Cisco Call Manager
! Data Collection Security! Software/ Hardware Buffer
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! Universal Costing Engine
! Support all different call types: Outgoing, Incoming, Transfer, Trunk to Trunk, DISA, Internal, Conference, VoIP, Email and Web/FTP
! Support multi-carriers
! Support second currency
! Rate update in easy manner
Feature Highlights IIIFeature Highlights III
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Feature Highlights IVFeature Highlights IV
! Flexible Report Engine! Standard: 30 groups, over 100 styles! Support user-defined report with customized
layout! Report scheduler on weekly/ monthly basis! Automatic output to screen, printer, file or email! Multiple output format: Export to Excel or html
format! Support 3D graph to be shown in reports! Web reporting via Internet Explorer
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Adding Business Intelligence to Adding Business Intelligence to YYour our Communication NetworksCommunication Networks