Infortel Select

Employee Productivity

Users can dive into employee productivity metrics based on hours, days, or weeks, or can review call handling summary reports based on hourly data.

Caller Experience

With Infortel Select's Cradle-to-Grave call visibility, users can see every steps of the caller's journey. Get caller experience visibility from multiple call segments on a single report for easy investigation into call flow.

Abuse and Misuse Detection

If a company is concerned about their employees' appropriate use of the telephone, including calling numbers they shouldn’t be calling, users can set customizable alarms within Infortel Select to provide notification to managers of misuse and abuse of the company telecom system. This is particularly useful in high-traffic support areas where it is imperative that employees are communicating with customers rather than utilizing the phone system for personal use.

Traffic Analysis

Traffic Analysis helps organizations determine if they are over or under trunked. Utilizing Traffic Analysis reports, an organization can identify their busy hours and how many trunks were used during those busy hours. From these metrics, they can establish the correct number of trunks needed to handle the busy hours at the grade-service they determine.

Contact Center Metrics

Contact Centers are solely designed to provide customers the ability to interact with a company about its products. Unanswered calls or calls landing in voicemail, are highly problematic and reflect poorly on an organization’s ability to provide useful and meaningful customer service. Infortel Select offers detailed metrics on answered and abandoned calls, ring-time summaries, and hourly, daily, and monthly statistics, allowing companies to truly gauge their Call Center’s effectiveness and giving them the opportunity to be proactive with their customer service approach.

Carrier Bill Reconciliation

In the past, phone bills would be sent to one central location and a team of workers would spend days scrutinizing call records to make sure they were assigned to the right department and free from erroneous charges. This took time, staffing, and an understanding that “room for error” applied to the process. Fortunately, organizations no longer have to devote hours reviewing carrier bills by hand. Infortel Select allows users to perform Carrier Bill Reconciliation in minutes rather than days, and eliminates the need for extra staff and additional QC. Carrier Bill Reconciliation reports help identify erroneously listed calls, mistimed calls, and calls billed at incorrect rates.

Cost Allocation

Infortel Select has a series of reports that can identify which telecom costs should be billed to which franchise, department, or employee. Companies can review listings of each call made or received by employees and departments, including information identifying dates, times, durations, trunk facilities used, call costs, digits dialed, and destinations.

Cost Reduction

At it's core, Infortel Select focuses on providing a proper reporting engine for the raw data collected from telecom sources that allows companies the opportunity to make proper business decisions in order to save money.

Tenant Billing

Tenant Billing Reports provide information to enable users to bill call activity back to tenants, contractors, vendors, other users or departments. Tenant Billing Reports are included on three levels: owner level, organization level, and summary.