Trends in Call Management Software

What is the future of call management software? Developments in PABX technology provide us with a clear vision.

Call accounting solutions first emerged with the widespread uptake of early PABX systems, which roughly coincided with the launch of the first PC. It didn't take long for someone to see how they could connect the two together and massage a log of transactions into useful management information.

The resulting call accounting systems were of great interest to business because nearly all telephone calls were made over fixed lines and they were expensive. By purchasing call accounting software with their new PABX systems, business acquired a tool that could be used to manage escalating telephone costs.

Through until the late 1990's there were few significant developments in call management software. Most businesses owned some form of PBX and the market was saturated with call accounting solutions that looked very similar. They were essentially TEM or telecom expense management systems.

Concurrently the telecoms emerged as competitors to suppliers of call management software. Telecom markets were deregulated everywhere and competition between carriers commenced. They began supplying business customers with bill analysis and reporting information on floppy disks and CDs as an alternative to paper bills. They would typically offer the service without charge to their corporate customers. The current generation of bill analysis and reporting tools offered by telecoms are web based.

The launch of the VoIP PBX or IP PBX was the next major development to change the direction of call management software. Soft switch IP technology is radically different from that in legacy TDM PBX's. Call accounting software had to be re-developed to cope with the new technology and telecom expense management was no longer the only basis of decision.

The early adopters of this new technology were large organizations able to afford substantial investment in infrastructure and support. They also required tools to assist in managing the use of their IP voice and data networks.

Telecom expense management is still the focus of attention, but equally important are issues such as increasing productivity and improving customer service levels. For example, call accounting solutions designed to work with Cisco CallManager have a much wider brief than products developed in the TDM PBX era. They may also include optional modules providing real time alarms, fraud control and VoIP quality management. They must also provide a web based call accounting interface.

The days of the premise based small business phone system are numbered. Business owners don't want the hassle of managing and supporting their own PBX, but they do want ownership of their call records and the ability to manage the cost effectiveness of their business phone systems.

Service providers are responding by bundling access to the latest call software with their hosted VoIP PBX solutions. The use of managed call accounting solutions is a growing trend. Access to the software is provided as a service along with other Centrex services that may also include phone recording software and ACD services.

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