TEM and Unified Call Analytics

TEM and Unified Call Analytics are two sides of the same visibility coin. In
isolation, their respective views can be incomplete but when used in tandem, these two call visibility systems can provide a comprehensive view.

Unified Call Analytics: What is It?

As the saying goes, you can’t manage what you can’t see, and for call visibility, two types of analytic tools have been serving the enterprise.  One is telecom expense management or TEM.  TEM started as tool to optimize expenses on fixed telecom assets and has evolved to include mobility management.  In addition, TEM has moved beyond expense management to become an analytical tool.  The other analytic tool is call accounting software.  Like TEM, call accounting software has evolved to become a managerial and analytical tool.  This is largely due to call accounting operating across a number of networking elements that generate call detail records.  With this evolution, call accounting software is often referred to as Unified Call Analytics.

How TEM and Call Analytics Work Together

Many companies view TEM and Unified Call Analytics as separate programs but there is considerable overlap, and the sum of these technologies can be greater than the parts.  The fundamental difference between TEM and Unified Call Analytics is the primary data sources.  For TEM, the primary data source is the telecom service provider or the mobile network operator in the case of mobile services.  For a large customer, this can be several different service providers.  The TEM solution will also tie into other data sources such as a general ledger system, active directory, or an HR system but the primary source of data is coming from the telecom carrier.  For Unified Call Analytics, the primary sources of data are the company’s networking elements that capture call records.  For a large company, this can include IP-PBXs, UCaaS, session border controllers, and collaboration platforms such as Zoom and Teams.  Like TEM, Unified Call Analytic platforms tap other secondary data sources, but the primary sources are the company’s networking elements.

Optimizing Expenses with Unified Call Analytics

In terms of optimizing expenses, TEM and Unified Call Analytics must be used in tandem.  For example, SIP trunks may be priced from the telecom service provider according to the maximum number of concurrent call paths.  TEM provides a view to the actual cost but what about usage and, more importantly, historical usage such that a company can decide if they are over-licensed.  The SIP trunk may be licensed for 500 concurrent call paths but the high-water mark for the trailing twelve months may be 200.  That’s the visibility Unified Call Analytics provides.  What Unified Call Analytics doesn’t have is the actual cost associated with 500 concurrent call paths for that SIP trunk.  That’s where TEM comes in.  By using both TEM and Unified Call Analytics, a company can pinpoint and prioritize the opportunities for savings.

Visualize & Analyze TEM Across All Platforms

Visibility platforms can have blind spots and by using TEM and Unified Call Analytics in tandem, a company can overcome blind spots.  TEM can have a blind spot with respect to calls generated from collaboration platforms such as Zoom and Teams because the calls are going through a carrier designated by collaboration platform.  Unified Call Analytics captures those calls.  If a call is made on a mobile device through the company’s corporate calling plan, Unified Call Analytics is not going to see that call, but TEM (with its mobility management capabilities) will.

Microcall Telecom Expense Management Software Features

Microcall includes all the advanced features your organization needs in one call analytics and TEM solution, offering you a comprehensive approach to managing the entire voice infrastructure.

Usage-based Cost Allocation

Microcall TEM solutions allocate ALL Telecom expense back to various levels (Location, Division, Department, etc.) based on actual usage (without managing tariff rates, overcharges, etc.). Simply plug in the total telecom charges, and Microcall will allocate the charges back to the various levels based on their percent of total usage.

Equipment Charges

Keep track of equipment and/or assign equipment charges to specific users or departments, so bills include both the cost of calls AND equipment charges in one single report.

Account / Authorization Codes

Account codes or authorization codes can be used to track calls made from anywhere in the organization. Regardless of where the call was placed, these calls can be tracked and allocated back to the appropriate person and department.

Overhead and Trunk Charges

Microcall allows for a variety of miscellaneous charges to be applied and allocated to the appropriate locations / departments. Examples include: WebEx, salaries, trunk charges, maintenance agreements, lease payments and more.

Shared Tenant Billing

Microcall provides separate phone bills for those who share the phone system with other companies. Each company and/or tenant can be billed separately for their calls, using different long distance rates. Miscellaneous charges like conference room usage, personnel services, etc., can be applied to each tenant which makes tracking telecom costs easier.

Cellular Charges

Cell phone charges can make up a significant portion of a corporate telecom bill. Microcall easily imports cellular calling information to reveal activity such as; who is exceeding allotted minutes, making calls outside of business hours, making personal calls and more. Knowing this data at the granular level allows you to accurately audit your telecom expenses.

Let us tell show how Microcall TEM software can improve employee productivity, pinpoint system inefficiencies, reduce your telecom expenses, and help you manage overall voice operations.

About Microcall

Our Microcall solution stands the test of time (over 4 decades) and is utilized in every size organization, across every industry, from around the globe. Today, Microcall is one of the most recognized and widely used solution to improve employee productivity, pinpoint system inefficiencies, reduce expenses, and manage overall voice operations.

We not only focus on continually adding innovative features to Microcall, we focus on solving problems with clarity. We always start with the questions, “what do customers want/need?” and “how do we make it easy for them?” 

We have an in-depth understanding of varying customer needs, we have strong Developer Partner relationships, we have 40 years+ of industry experience, and we continue to enhance and develop using the latest technology. The result is our robust and scalable Microcall solution that delivers fast results with the best user experience possible.

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We don’t just provide customers with the highest level of support, we partner with our customers. We have always believed that we work better together – alongside our customers. We are dedicated to listening to what each customer wants to achieve and we help them get there in the quickest way possible.

Everything is Possible

Our industry experience is your benefit! We share with each customer our strong knowledge & deep expertise gained from working with thousands of different customers across every industry.  We work closely with all customers to ensure their Microcall solution is properly implemented with successful results. Consultation, remote software implementation, training, system audits, and on-going support services are all included free of charge!

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