Real world applications

An Industry Insight by CommSoft

How to get a handle on your communications costs and staff productivity, according to Anthony Church.

After salaries, overall communication costs are often the largest single office expense. CommSoft has developed a range of software solutions that analyse communication costs and staff productivity. CommsOffice from CommSoft is a telephony management and reporting solution that gives companies the ability to track and control telephone usage throughout their organisation. Groups or agent activity can be measured with live telephony statistics, helping you to make accurate decisions about requirements for your business. You can even analyse data traffic, bandwidth usage, websites visited and email activity to get the true picture of communications utilisation.

CommSoft were the first in the industry to integrate call management and call recording in one package, as far back as 2004. Customers can run a telephony activity report and play back the associated recording from the speaker icon in that report. We supply unlimited client licenses for search, playback and reporting at no extra cost. Our entire range is modular: purchase CommsOffice reporting and add our new PA Operator Console or add CTI Screen Pop as a module – all applications in our range work from one database. The interface is MS Outlook in style, which makes our software familiar and easy to use. We are effectively a ‘one stop shop’ for communications management software solutions.

Across the board
All kinds of departments in a business benefit from implementation of Commsoft products, including the receptionist who loves the new Personal Assistant Operator Console software that provides single and multi-site operator call handling from any networked PC. Another key department to benefit from the implementation of a CommSoft applications is customer service. In challenging times, customer retention is of vital importance. Your customers expect the best service and what better demonstration, than having a customer service agent greet you personally and recall notes or details of your last conversation? The new Personal Assistant CTI screen pop module from CommSoft delivers that functionality.

The entire business benefits from CommsOffice reporting mean that managers can examine staff productivity, call volumes, abandoned calls that equate to lost business, outbound call activity versus targets. We were innovators in the provision of true live call statistics and we bought wallboards and agent features into the small to medium contact centre for a fraction of the cost of traditional wallboard technology, which was prohibitively expensive for the SME in the past.

Record and playback
The ultimate product for any business to implement however is call recording. What better way to see who said what, when and how? Any business that takes orders over the phone is subject to disputes over orders unless they have call recording in place and disputes cost time and money to resolve. Another key ROI argument for call recording includes compliance with industry regulations particularly in the finance sector. It is always good practice to record all calls into and out of a business, for customer service, training purposes, resolving disputes or simply to protect the business and staff from abuse.

All of our products, including the entry-level software, can be run across multiple sites and with CommSoft you have a winning range of solutions that deliver true management information. Our products work with most telephone systems sold around the world and we have very close ties with Panasonic in Europe and the USA. We are the innovators at CommSoft because we are in touch with customer needs because we have worked in the commercial world for many years. We approach new product development from a purely ‘real word’ perspective, we look to develop applications that we would want to use as managers in business. Our interface can be understood and used by everyone in a business, from the receptionist to an IT Manager or a CFO.

Anthony Church, Managing Director of CommSoft, has over 20 years of management and sales experience. Church was previously MD of a major software business, selling telephony management software and CRM solutions to various organisations. He has also worked in the UK voice and data channel. His interests include guitars, cars and worldwide travel.

Contact details:
Bonnie Church, Sales & Marketing Director
T: +44 7973 130345, E: bonnie.church@commsofteu.com
www.commsofteu.com