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By TriVium Systems Maximizes the return on your telecom equipment investment 1.

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Presentation on theme: "By TriVium Systems Maximizes the return on your telecom equipment investment 1."— Presentation transcript:

1

2 By TriVium Systems Maximizes the return on your telecom equipment investment 1

3 2 Contents Section 1.Introduction 2.End User Benefits 3.Markets & Customers 4.Why CallAnalyst? 5.Product & Maintenance 6.Reports 7.Call to Action

4 Section 1 Introduction

5 4 What is CallAnalyst? Call Accounting Business Productivity Tools Call Management Enterprise Network Access Lite / Full (Standalone) Award winning software Easy-to-use, graphically oriented software package Transforms phone systems into a Business Intelligence platform Scalable solution – Handles multi-site & remote implementations Quick sale, Easy to install, Quick ROI Network Server

6 5 Verticals Collections Legal Non-profits Real Estate Insurance Assisted Living Enterprise Server Ports (Extensions) Lite Products Classic Editions CallAnalyst EducationRetail Finance Govt. Automotive Healthcare Manufacturing FullNetwork Version CallAnalyst - Scalable Product Line

7 6 CallAnalyst Solution Matrix Single Site All of the following: Limited to nine (9) summary reports No Automation No Contact Billing No Desktop Report Access Less than 40K Calls / month Avg. (up to 120K call records in database at any time) Single Site Any of the following: All reports Automation Contact Billing Option for Network Clients with Desktop Report Access And Less than 40K Calls / month Avg. (up to 120K call records in database at any time) Single Site Any of the following: All reports Automation Contact Billing Option for Network Clients with Desktop Report Access And More than 40 K calls/ month (total Call Records in database may exceed 120K) Microsoft Database Engine (MSDE 2000) OR MS SQL Server 2000 Multiple Sites Any of the following: Multi location with remote sites and data consolidation Heterogeneous phone system models Networked phone systems Centralized reporting Traffic Analysis (optional) And More than 40 K calls/ month (total Call Records in database may exceed 120K) MS SQL Server 2000 CallAnalyst Lite CallAnalyst Full / Network CallAnalyst Enterprise Server Application Profile Software Package

8 7 CallAnalyst Lite Nine (9) Summary reports CallAnalyst Full and Network All reports Report Automation (send reports by ) Call Costing Graphical reports Access to CallAnalyst reports via the Network Contact management & Time billing

9 8 CallAnalyst Full (Network License) with Network Clients PBX / KTS *1 Run CallAnalyst from the convenience of your own workstation More than one user for the program enabled using one or more Network Clients (NC) Recommended where call volumes are higher. Load sharing between server & client PCs Flexible call costing – Zone & Prefix based billing with incremental costing options Company Directory – Multi- Level *1 - Serial connection (RS 232) or TCP/IP LAN connection (future) CallAnalyst Full & Network Version

10 9 Call Reporting CallAnalyst Lite Limited reports. Only 9 reports Date and Time Summary Calling by Day Summary Calling by Hour-of-day by Day-of-week Line and Extension Summary Calling by Extensions Summary Calling by Lines Summary of Call Distribution by Extensions Account Codes Summary Calling by Account Code Summary Calling by Tenant/ Authorization Codes by Calls Frequency and Duration Most Frequently Called Numbers Geographic Summary Calling by Area Codes CallAnalyst Full and CallAnalyst Enterprise All reports under these categories are available Standard Reports Date and Time Line and Extension Route and Tenant Account Codes Frequency and Duration Trunk Type and Carrier Geographic Other Advanced Reports ANI & DNIS Contact

11 10 CallAnalyst Enterprise Server Multi-Site remote monitoring Capability Handles heterogeneous switches Connects to variety of switches Real-time connectivity with remote sites Centralized Data Storage Multi-Level Site Directory Scalable Solution with Standards Based Implementation Relational Database (SQL server or MSDE) ODBC compliant Robust Architecture & Great Performance Multi-Tasking & Process Oriented Broadcast Alerts! Advanced Contact Management Centralized backend for all modules Single point of maintenance Flexible costing module Unlimited zoning & Rate Plans Crystal 9.0 reporting engine

12 11 CallAnalyst Enterprise Server

13 12 Multiple sites Consolidated reporting Centralized Data Management Automation – Archival & Restoration of data Data recovery - Secure storage on network location, ftp server archived data to central location Support for multiple rate plans Multi-Site Functionality

14 13 System Requirements CallAnalyst Lite & Full PC with Pentium III Processor 512 MB RAM 2 GB of free hard drive space Recommended SVGA 1024 X 768 Windows 98/Me, NT-SP 6 or later, 2000, XP Professional CD-ROM drive (if using CD for installation) Available serial port and RS-232 cable if data source is a serial connection to PBX Printer to print reports Internet Explorer 5.0 or later

15 14 System Requirements CallAnalyst Enterprise Server* Pentium 4 class CPU 512 MB RAM Microsoft Windows (NT-SP 6, 2000, XP, 2003 server) Database (one of the following) Microsoft SQL Server 2000 Microsoft Desktop Engine for SQL 2000 (MSDE is provided on the UCE application CD) Memory – 512 MB Minimum Free Hard Disk Space – 2 GB (for database) Communication TCP/IP LAN connection with RJ45 cable Serial port and RS-232 cable (if data source is a serial connection to PBX) Lantronix – serial adapter for LAN (remote site data connection over TCP/IP) Display - SVGA 1024 X 768 CD-ROM drive (if using CD for installation) Network Interface Card (NIC) Printer Browser Internet Explorer 5.5 or later Client - Outlook 2000; Outlook Express * Recommendations may change based on the configuration and software requirements

16 15 Collecting SMDR Data Aspire,, Direct Serial to PC Com Port (RS-232) TCP/IP to LAN I-series Direct Serial to PC Com Port (RS-232) Serial to 3 rd party serial to IP converter OR Serial to PC with MSR Client DS-series Direct Serial to PC Com Port (RS-232) Serial to 3 rd party serial to IP converter OR Serial to PC with MSR Client

17 16 Multi Site Installation of Enterprise Server LAN / WAN Serial TCP/IP (SPE Card) Serial CallAnalyst Enterprise Server with MSDE or SQL 2000 Site 1 Site 2Site 3Site 4 PC with Thin Client Lantronix CallAnalyst Clients

18 Section 2 End User Benefits

19 18 Ken Barron, Vice President Barron Communications "We've sold more TriVium CallAnalyst systems than any other call accounting system and we've done no true advertising. For the customer who has had problems gathering information in the past, this is a natural. It's so easy to use and simple to install. Our customers are delighted with CallAnalyst and the features it offers. One customer with 50 employees is thrilled employees can receive reports via . In fact, five different businesses share the resource, which is cost-effective for them."

20 19 End User Benefits Flexible Call Reporting – extensive filters Tracks and analyses calls (IN/OUT; Network) Increases sales performance and productivity Enables better Planning & Budgeting Cost recovery; Telecom expense distribution Ensures timely 3 rd party billing Improves resource planning Traffic analysis Trend studies; Call patterns for staffing Measures success of marketing campaigns Enhances Security

21 20 Flexible Call Reporting Define reporting parameters hourly, daily, weekly Set reports to run automatically to the appropriate manager or rep Easily separate inbound and outbound statistics Set up customized rate plans Run reports on individual extensions or groups

22 21 Tracks Calls Track in-bound and out- bound call patterns Adjust resources according to call patterns Monitor Call Traffic By Date & Time By Agent By Workgroup By Type By Carrier Identify abandoned calls

23 22 Improves Agent Productivity Generate Daily Call reports for Agents Correlate phone activity with Performance & Goals Balance Sales Resources Optimize Loading for improved efficiency reports to Agents and Managers

24 23 Enables Better Planning & Budgeting Ensure complete and timely billing for shared resources Improve cash flow through timely invoices Quickly calculate usage by client, tenant or partner Flexible on-demand billing Do not wait for the end of the month phone company bills to determine usage Consolidate reporting information Schedule billing

25 24 Improves Resource Planning Reduce guesswork about sales activities Base resource requirement decisions on real data Manage Trunk usage and Balance Loads Renegotiate terms and lines with the phone company based on actual usage patterns Measure activity on toll free numbers

26 25 Evaluate Marketing Campaigns Evaluate effectiveness of campaigns By region By group Compare campaign effectiveness

27 26 Enhances Security Detect abusive phone activity Avoid potential liability by tracking questionable inbound and outbound calls Speed up emergency response through local alerts

28 Section 3 Markets & Customers

29 28 Fast Growing Market Call Accounting is one of the basic needs Feedback tool that enables better management ROI calculation for VoIP installations Networked Systems Looking for improving return on investment on their systems Managing remote phone systems Cost distribution to branch offices for services Traffic analysis and trend studies Great low cost alternative to ACD type reporting needs

30 29 Growing Segments - Verticals Executive Suites Shared Tenanting; Assisted living Government Education Healthcare Auto Dealers Retail Legal Accounting Services Mortgage Insurance Real Estate Travel and Entertainment Hotel, Motel, Ticketing Recruiting Tele-sales and Marketing Call Centers Call Management is an important Performance Management and cost recovery tool Large untapped base of phone system installations

31 Section 4 Why CallAnalyst? Benefits

32 31 "Not only do we like the CallAnalyst product but we won't sell any other call accounting software but CallAnalyst! Their competitors don't perform and meet our stringent customer needs. Our customers are very pleased with the results. It's easy to load and operate. The easy to use menu, simple layout, and setup features are the most talked about features from our internal staff and our customers. Luke Vossen CDS Telco

33 32 Why CallAnalyst? Breadth of solutions Established product Need for solutions Return on investment for customers

34 33 Product Overview Proven customer base Simple to demonstrate, sell and promote Product is easy to install and support Installation: as easy as Connect Phone system to PC (serial port or TCP/IP) and enable the SMDR port Install & Configure CallAnalyst – easy and quick process Run the program Great low cost alternative to ACD type reporting needs Match customer needs Great solution at an affordable price Additional Security - FraudAlert!

35 34 Customers looking for solutions… … in addition to phone systems Customer expectations are changing Earlier applications Used to be Voice mail, some cases ACD, IVR Wants more value added software Call Management, Call Tracking Customer Relationship Management Changes quality of sale and relationship with customer Dealer seen as solution provider

36 35 CallAnalyst Enterprise Server - Solution Matching Questions to ask: How many locations or switches need to be monitored? How many extensions in total (all sites together), need to be monitored? What connectivity exists at remote locations to the central site/hub and between locations? Is there a need to cost the calls? Zone based cost calculations or complex/multiple rate plans Is there a need for consolidated reporting / costing? Is there a need for individuals at each remote site to view and generate reports ? How many users will concurrently need to generate on- demand reports?

37 Section 5 Product & Maintenance

38 37 Product Licensing Product Components licensed and priced individually CallAnalyst Lite Full (Stand-alone Version) Full (Network Version with one (1) client access) Additional Network Client license available Upgrade from Lite to Full license available CallAnalyst is licensed by Switch and User A license for CallAnalyst is required for every switch you want to report on A user license is required for each concurrent user of the CallAnalyst Client software components CallAnalyst Enterprise Server Server software installed on a PC at the main site Licensing based on the number of phone systems And total number of extensions to be tracked

39 38 Platform Availability Phone SystemCallAnalyst Options Ultra Business Sales Division Aspire; Lite Full Standalone Version Full Network Version Network Clients Upgrade form Lite to Full Enterprise Server

40 Section 6 Reports

41 40 "We had found some products that did bits and pieces of analysis, but nothing that pulled the data together like CallAnalyst does. It's one of those products that just sits there and does what it's supposed to do. Installation was a piece of cake. I popped in the disk and let it go. I believe we are getting plenty of horsepower for the price." Kurt Anderson, Network System Analyst One Core Financial Network

42 41 Reports Over 100 reports Schedule Report Generation Reports to Users Automatically Generate Custom Reports

43 42 Common Reports Date and Time Detailed calling by day Summary calling by day Summary calling by hour of the day, by day of the week Line usage by minute of day by day of the week Line and Extension Detailed calling by extensions Summary calling by lines Detailed calling cost by extension Detailed calling with Location & CLID/Line Name Frequency Most frequently called numbers Longest called numbers Most expensive calls Geographic Summary calling by area codes United States calling distribution (U.S. map)

44 Section 7 Conclusion

45 44 Call to Action Sell CallAnalyst with every new phone system Offer CallAnalyst bundled with Networked Systems Go after your installed base

46 By TriVium Systems Maximizes the return on your telecom investment Thank You 45

47 Section 8-A Backup Slides on Reports

48 47 List of Standard Reports (1) Date and Time Detailed Calling by Day Summary calling by day ** Summary calling by day-of-week by day Summary calling by hour-of-day by day Summary calling by hour-of-day by day-of- week ** Summary calling by half-hour by day-of-week Line usage by hour-of-day by day-of-week Line usage by minute-of-day by day-of-week Line and Extension Detailed calling by extensions Summary calling by extensions ** Detailed calling by lines Summary calling by lines ** Detailed calling cost by extensions Detailed calling with location and contact name Detailed calling with location and caller id/line name Summary of call distribution by extensions ** Summary calling by extensions by day-of-week Summary calling by extensions by hour-of-day Summary calling by hour-of-day by extensions ** Reports available with CallAnalyst Lite

49 48 List of Standard Reports (2) Route and Tenant Detailed calling by routes by hour-of-day Summary calling by routes Summary calling by routes by day-of-week Summary calling by routes by hour-of-day Account Codes Detailed calling by account codes Summary calling by account codes ** Summary calling by account code by calls Summary calling by account code by duration Detailed calling by tenant/authorization codes Summary calling by tenant/authorization codes Summary calling by tenant/authorization code by calls ** Summary calling by tenant/authorization code by duration ** Reports available with CallAnalyst Lite

50 49 List of Standard Reports (3) Frequency and Duration Most frequently called numbers ** Longest called numbers Most expensive calls Summary-short calls by lines Detailed hold-ring duration by day Detailed hold/ring duration by extension by day Summary-average hold/ring duration by extension by day Trunk Type and Carrier Detailed calling by trunk types by hour-of-day Summary calling by trunk types Summary calling by carrier by day Summary calling by trunk type by day-of-week Summary calling by trunk type by hour-of-day ** Reports available with CallAnalyst Lite

51 50 List of Standard Reports (4) Geographic Detailed calling by are codes Summary calling by area codes ** United States calling distribution Detailed calling by country codes Summary calling by country codes Detailed calling by country codes by extensions Detailed calling by area code by day Detailed calling by country code by extension groups Other Contact list Unassigned (Extension) phone numbers Rate plan by zone Rate plan by country ** Reports available with CallAnalyst Lite

52 51 List of Advanced Reports (1) Auto Attendant & V-Mail (not available) ANI & DNIS Detailed call view by DNIS Summary call view by DNIS by Day Summary call view by ANI by day Call Party Detailed calling by call-party extensions Summary calling by call-party extensions Detailed calling by remote call-party Agents & Workgroups Contact Time billing by contact Time billing for all contacts Detailed calling by contacts Detailed calling by cost by contact by country code Summary calling by contacts Detailed calling by company Detailed calling cost by company by country code Summary calling by company

53 52 Additional CallAnalyst Enterprise Reports (1) Line and Extension Detailed calling cost by Extension by Zones Summary calling by Day by Extension Detailed calling cost by Lines by Zones Detailed calling cost with Contact Name and Location by Zone Route and Tenant Summary calling by Tenant Busy trunk summary by routes by day-of-week Summary calling by Agent/ call party tenant Account Code Detailed calling cost by Account Code by Zone Detailed calling cost by Tenant/ Authorization Code by Zone Trunk Type and Carrier Busy trunk summary by trunk type by day-of-week Other Standard Reports Detailed call List Wireless call by user Wireless calls by billing account

54 53 Additional CallAnalyst Enterprise Reports (2) Auto Attendant & Voice Mail Summary calling by Auto Attendant by Day Summary of party voice spill-over by Workgroup ANI & DNIS Detailed call view by party workgroup by DNIS Agents and Workgroups Summary of Agent Workgroup call patterns Detailed Workgroup call view by Agent Service Pattern by Workgroup by hour-of-day Summary of Agent call view by Workgroup Summary of Agent activity by Day Summary of Queued Calls by hour-of-day by day- of-week Summary of scores by Agent by Workgroup Summary of Service Level by Workgroup by hour- of-day

55 54 Additional CallAnalyst Enterprise Reports (3) Call Party Detail calling by call party extension Summary calling by call party extension Detailed calling by remote call-party Web Calls (not available) Zone Detailed calling by Zones Summary calling by Zones Client Time Billing by Client Detailed calling by Client Summary calling for Client

56 Section 8-B Backup Slides of Screen Shots

57 56 Click on Reports for the list of possible reports ( first screen on the left). Click on Criteria to set the criteria for the report you want to run. Criteria includes dates, times, specific extensions, groups or lines. You can also choose previously stored report templates. Choose Select to choose the extensions or groups you would like to report on. Easy Report Setup Sample CallAnalyst Screen Shots

58 57 Master List of Extensions, Lines and Account Codes These are assigned to Groups and Departments The Master Extension List (on the right) is used to assign names to extensions. You should enter all of extensions and names before assigning them to groups or departments. After all names and extensions are created, give the list a group or department name. Sample CallAnalyst Screen Shots

59 58 Quick view of All Calls Use the All Calls button to quickly access all inbound and outbound traffic data for all phones Clicking the Refresh button gives you up-to-the minute data Order the data by any column Sample CallAnalyst Screen Shots

60 59 Graphical Reports In addition to text-based reports, CallAnalyst provides graphical reports Sample CallAnalyst Screen Shots

61 60 Cost Analysis and Billing Create both costing and billing reports. Costing reports are used internally to find out how much one is spending on rated calls Billing reports are used to generate an invoice or a bill for the customer Set "per call" surcharges and "per report" surcharges. Supports prefixed or zone-based billing. For tenants sharing phone resources, separate call records per tenant. Sample CallAnalyst Screen Shots

62 61 Importing/Storing Call Data Records (CDR/SMDR) Store your Call Data Records (CDR/SMDR) on your hard drive for historical or trending purposes. Accurately forecast resource needs or identify significant trends that affect your business. Sample CallAnalyst Screen Shots

63 62 Automation of reports and Archiving data for backup Automate the report generation process Send the report to an address, printer or a file Archive and restore data Sample CallAnalyst Screen Shots

64 Section 9-A Backup Slides on Product Introduction

65 64 Examples of SMDR Collection Direct Serial to PC Com Port (RS-232) Serial RS232 cable (usually DB9 Male to DB9 Female) PC Running CES – or – MSR Thin Client

66 65 Examples of SMDR Collection Serial to Lantronix (3 rd party Serial to IP converter) RS 232 (DB9 Male to DB25 Male) Cable RJ-45 Ethernet Cables LAN/WAN Note: When using the Lantronix Device a Null Modem Cable or Adapter must be used. PC Running CES

67 66 Examples of SMDR Collection TCP/IP; SPE( ) –U10 ETU (LAN) For Serial from SPE refer to Direct Serial to PC Com Port (RS-232) Slide LAN/WAN PC Running CES

68 Examples of Server Software & Database Installations

69 68 Single PC/Server Installation Single PC with MDSE / CES / Call Alert Installed

70 69 Single PC/Server Installation Single PC with SQL 2000 / CES / Call Alert Installed

71 70 Multiple PC/Server Installation PC with CES / CallAlert Installed – Server with MSDE Installed PC with CES / CallAlert Installed – Server with SQL 2000 Installed LAN / WAN

72 Examples of Network Configurations for CallAnalyst Enterprise Server

73 72 Single Site Installation Serial Cable PC/Server with the following installed: SQL 2000 or MSDE CallAnalyst Call Alert

74 73 Single Site/Single Network Client Installation Serial Cable LAN / WAN PC/Server with the following installed: SQL 2000 or MSDE CallAnalyst CallAlert PC with the following installed: CallAnalyst Client CallAlert Installed (optional) Note: If MSDE is used for the Database only 5 Network Clients are allowed.

75 74 Multi Site Installation LAN / WAN Serial TCP/IP (SPE Card) Serial CallAnalyst Enterprise Server with MSDE or SQL 2000 Site 1 Site 2Site 3Site 4 PC with Thin Client Lantronix CallAnalyst Clients

76 Thank You


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