An Overview Of Call Accounting Business Models
Sections Of The Industry
Sections Of The IndustryThe Call Accounting industry can be segmented into two lines of business, Software tools to collect data and produce reports, and Consultants who use the information provided by the Software Tools to actively manage an environment.
Call Accounting System software suppliers can again be segmented into groups, International Players and Local Players
Via Intermediaries or Direct to Market.
Suppliers can opt for one or a combination of methods to acquire business either directly from clients or by developing relationships with PBX companies to market on their behalf.
However, only a small percentage of either local or international call accounting companies go direct to market or even support their own clients in the field. Most companies rely upon long term relationships with PBX suppliers who both sell and service the products. These relationships are often built and maintained over many years.
Call Accounting companies who's distribution is confined to within their own country, usually have cheaper products, but they lack the financial backing and economies of scale of the international operator so are clearly at a technical disadvantage. As a consequence most local suppliers offer their software through local PBX companies. There are some examples of call accounting companies
flourishing through sales to end users, but these are rare.
A Specialized Skill Set
Call Accounting is a specialized business. It's becoming generally recognized that the PBX company, while experts in their own field, are not skilled in call accounting. To meet this need there is an emerging trend for PBX companies, large and small, to outsource Call Accounting functions to those with appropriate resources, or for end users to work direct with a specialist company.
With the telecommunications environment becoming increasingly complex a new breed of specialists is developing. These are professionals who have skills and experience in the environment and use best of breed software to enable their services.
Types of Call Accounting Products
Generally speaking there are three different product categories, standalone software loaded on a PC, bureau service where an provider is contracted to deliver reports, and lastly Web Hosted Applications combining the benefits of both standalone and bureau products.
A web hosted call accounting service is a new technological innovation, normally of lower cost of ownership, fully featured and incredibly reliable, it offers the end user access to call reports and data from any location with Internet access, is by its very nature a multi-site tool providing very high service levels at great value for money. It empowers consultants to investigate an end users telecommunications environment without actually needing to visit a site, using the consultant's time more efficiently and to the benefit of all concerned.
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