Telephone management refers to the management of telephone systems, services, and infrastructure within a business or organization.
Typical functions of software in the area of telephone management may include:
Call forwarding: Ability to forward calls to other internal or external numbers.
Call recording: Recording of calls for monitoring, training, or compliance purposes.
Call monitoring: Ability to monitor ongoing calls to improve customer service quality or conduct training.
Call analysis: Analysis of call data to gain insights into call performance, duration, and frequency.
Voicemail: Ability for callers to leave voice messages when the called user is unavailable.
Caller identification: Display of caller information such as name, number, and location.
Call routing: Ability to automatically route calls to specific departments or employees.
Conference calling: Ability to connect multiple participants in a call and hold telephone conferences.
CTI integration: Integration with Computer Telephony Integration systems to enhance employee efficiency and productivity.
Call statistics and reports: Generation of reports on call activities, times, and outcomes for performance monitoring and analysis.
