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1© Copyright Comviva Technologies Limited. 2015
Why Call Management Services should
be part of every Business Telephone
System
2© Copyright Comviva Technologies Limited. 2015
Introduction
 Managing calls correctly and effectively is an extremely important aspect of any business.
 The term ‘Call Management System’ wrongly creates an impression of multiple calls, call queues and
unsatisfied customers.
 Having an effective call management system enables a business to service customers effectively and thereby
create happy customers in turn.
 An effective call management system helps organizations service customers effectively and meet customer
expectations well.
3© Copyright Comviva Technologies Limited. 2015
Components of a Call Management System
 Auto Attendant
 Most indispensable part of a business call management system.
 Greets the caller, provides them with a list of alternatives that they can chose from and directs them to the correct
person or department.
 Helps make the best first impression.
 Automatic Call Forwarding
 Incoming calls are redirected through a series of alternative devices till they are answered or goes into a
voicemail box.
 Even during non-working hours or busy hours, the call management system ensures that customer calls do
not go unattended.
 The chain of forwarding calls depend on the business and the organization can decide who will receive them.
4© Copyright Comviva Technologies Limited. 2015
Components of a Call Management System
 Voicemail to Email Transcription
 A system which saves the time of listening to voicemails by converting voicemails into emails.
 Once converted to email, it can help someone catch up with pending work on the go.
 Improves business accessibility to a great extent.
 Call Management Options
 A call management system comes with various call management options like monitor, barge, record, caller
id, etc. Monitor helps senior management to keep a tab on conversations going on, through barge, people
can interject into a conference call if need be.
 All calls going through the call management system can be recorded for future reference.
 Caller id identifications helps businesses identify the source of the call.
5© Copyright Comviva Technologies Limited. 2015
Components of a Call Management System
 Conference Calling
 Most telephone management system have a conference calling facility through which innumerable users can
speak to each other simultaneously irrespective of their geographic location.
 Operating businesses across the globe becomes easier.
6© Copyright Comviva Technologies Limited. 2015
Advantages of a Call Management System
 Smoother and Effective Operations:
 Allows a business to run smoothly.
 Takes a headache off the shoulders of management thus helping the business in the long term.
 If the call management system is supported by an effective software, the system can be managed by
anybody and this saves the business from taking the trouble of hiring manpower for answering various lines.
 Efficient Cost Management:
 Considering the cost of purchasing a call management service vis-à-vis hiring manpower for handling
multiple lines, call management service will always prove to be cheaper. 0
 Both the one time cost and the monthly phone bills will also come down.
7© Copyright Comviva Technologies Limited. 2015
Advantages of a Call Management System
 Support to Business
 Provides professional business support to a business.
 Comes with user support which helps resolve any query or issues while performing day to day business.
 Recording and Reporting
 Enables a business to record a call and report it efficiently.
 Has long term advantages especially in times of a lawsuit or civil case where old call recordings might have
to be replayed.
 Helps in fraud detection as well.
 Integration with Other Devices
 Integrate various other devices including mobiles and tabs so that an all inclusive call management can be
achieved by the business.
8© Copyright Comviva Technologies Limited. 2015
Disclaimer
Copyright © 2015: Comviva Technologies Ltd, Registered Office at A-26, Info City, Sector 34, Gurgaon-122001, Haryana, India.
All rights about this document are reserved and shall not be , in whole or in part, copied, photocopied, reproduced, translated, or reduced to any manner
including but not limited to electronic, mechanical, machine readable ,photographic, optic recording or otherwise without prior consent, in writing, of Comviva
Technologies Ltd (the Company).
The information in this document is subject to changes without notice. This describes only the product defined in the introduction of this documentation. This
document is intended for the use of prospective customers of the Company Products Solutions and or Services for the sole purpose of the transaction for which
the document is submitted. No part of it may be reproduced or transmitted in any form or manner whatsoever without the prior written permission of the
company. The Customer, who/which assumes full responsibility for using the document appropriately. The Company welcomes customer comments as part of the
process of continuous development and improvement.
The Company, has made all reasonable efforts to ensure that the information contained in the document are adequate, sufficient and free of material errors and
omissions. The Company will, if necessary, explain issues, which may not be covered by the document. However, the Company does not assume any liability of
whatsoever nature , for any errors in the document except the responsibility to provide correct information when any such error is brought to company’s
knowledge. The Company will not be responsible, in any event, for errors in this document or for any damages, incidental or consequential, including monetary
losses that might arise from the use of this document or of the information contained in it.
This document and the Products, Solutions and Services it describes are intellectual property of the Company and/or of the respective owners thereof, whether
such IPR is registered, registrable, pending for registration, applied for registration or not.
The only warranties for the Company Products, Solutions and Services are set forth in the express warranty statements accompanying its products and services.
Nothing herein should be construed as constituting an additional warranty. The Company shall not be liable for technical or editorial errors or omissions
contained herein.
The Company logo is a trademark of the Company. Other products, names, logos mentioned in this document , if any , may be trademarks of their respective
owners.
Thank you
Visit us at www.mahindracomviva.com
9© Copyright Comviva Technologies Limited. 2015

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Call Management Services Should be Part of Every Business Telephone System

  • 1. 1© Copyright Comviva Technologies Limited. 2015 Why Call Management Services should be part of every Business Telephone System
  • 2. 2© Copyright Comviva Technologies Limited. 2015 Introduction  Managing calls correctly and effectively is an extremely important aspect of any business.  The term ‘Call Management System’ wrongly creates an impression of multiple calls, call queues and unsatisfied customers.  Having an effective call management system enables a business to service customers effectively and thereby create happy customers in turn.  An effective call management system helps organizations service customers effectively and meet customer expectations well.
  • 3. 3© Copyright Comviva Technologies Limited. 2015 Components of a Call Management System  Auto Attendant  Most indispensable part of a business call management system.  Greets the caller, provides them with a list of alternatives that they can chose from and directs them to the correct person or department.  Helps make the best first impression.  Automatic Call Forwarding  Incoming calls are redirected through a series of alternative devices till they are answered or goes into a voicemail box.  Even during non-working hours or busy hours, the call management system ensures that customer calls do not go unattended.  The chain of forwarding calls depend on the business and the organization can decide who will receive them.
  • 4. 4© Copyright Comviva Technologies Limited. 2015 Components of a Call Management System  Voicemail to Email Transcription  A system which saves the time of listening to voicemails by converting voicemails into emails.  Once converted to email, it can help someone catch up with pending work on the go.  Improves business accessibility to a great extent.  Call Management Options  A call management system comes with various call management options like monitor, barge, record, caller id, etc. Monitor helps senior management to keep a tab on conversations going on, through barge, people can interject into a conference call if need be.  All calls going through the call management system can be recorded for future reference.  Caller id identifications helps businesses identify the source of the call.
  • 5. 5© Copyright Comviva Technologies Limited. 2015 Components of a Call Management System  Conference Calling  Most telephone management system have a conference calling facility through which innumerable users can speak to each other simultaneously irrespective of their geographic location.  Operating businesses across the globe becomes easier.
  • 6. 6© Copyright Comviva Technologies Limited. 2015 Advantages of a Call Management System  Smoother and Effective Operations:  Allows a business to run smoothly.  Takes a headache off the shoulders of management thus helping the business in the long term.  If the call management system is supported by an effective software, the system can be managed by anybody and this saves the business from taking the trouble of hiring manpower for answering various lines.  Efficient Cost Management:  Considering the cost of purchasing a call management service vis-à-vis hiring manpower for handling multiple lines, call management service will always prove to be cheaper. 0  Both the one time cost and the monthly phone bills will also come down.
  • 7. 7© Copyright Comviva Technologies Limited. 2015 Advantages of a Call Management System  Support to Business  Provides professional business support to a business.  Comes with user support which helps resolve any query or issues while performing day to day business.  Recording and Reporting  Enables a business to record a call and report it efficiently.  Has long term advantages especially in times of a lawsuit or civil case where old call recordings might have to be replayed.  Helps in fraud detection as well.  Integration with Other Devices  Integrate various other devices including mobiles and tabs so that an all inclusive call management can be achieved by the business.
  • 8. 8© Copyright Comviva Technologies Limited. 2015 Disclaimer Copyright © 2015: Comviva Technologies Ltd, Registered Office at A-26, Info City, Sector 34, Gurgaon-122001, Haryana, India. All rights about this document are reserved and shall not be , in whole or in part, copied, photocopied, reproduced, translated, or reduced to any manner including but not limited to electronic, mechanical, machine readable ,photographic, optic recording or otherwise without prior consent, in writing, of Comviva Technologies Ltd (the Company). The information in this document is subject to changes without notice. This describes only the product defined in the introduction of this documentation. This document is intended for the use of prospective customers of the Company Products Solutions and or Services for the sole purpose of the transaction for which the document is submitted. No part of it may be reproduced or transmitted in any form or manner whatsoever without the prior written permission of the company. The Customer, who/which assumes full responsibility for using the document appropriately. The Company welcomes customer comments as part of the process of continuous development and improvement. The Company, has made all reasonable efforts to ensure that the information contained in the document are adequate, sufficient and free of material errors and omissions. The Company will, if necessary, explain issues, which may not be covered by the document. However, the Company does not assume any liability of whatsoever nature , for any errors in the document except the responsibility to provide correct information when any such error is brought to company’s knowledge. The Company will not be responsible, in any event, for errors in this document or for any damages, incidental or consequential, including monetary losses that might arise from the use of this document or of the information contained in it. This document and the Products, Solutions and Services it describes are intellectual property of the Company and/or of the respective owners thereof, whether such IPR is registered, registrable, pending for registration, applied for registration or not. The only warranties for the Company Products, Solutions and Services are set forth in the express warranty statements accompanying its products and services. Nothing herein should be construed as constituting an additional warranty. The Company shall not be liable for technical or editorial errors or omissions contained herein. The Company logo is a trademark of the Company. Other products, names, logos mentioned in this document , if any , may be trademarks of their respective owners. Thank you Visit us at www.mahindracomviva.com
  • 9. 9© Copyright Comviva Technologies Limited. 2015