Best Call Accounting Software and Systems

What is Call Accounting Software?

Call accounting software is a management platform that tracks every employee's complete telephone services, including phone, fax, modem, and dial-up internet connection time.

Voice logging systems are a general term for all accounting systems. For example, advanced call accounting functionality systems can track phone calls and detect call ring-outs, inbound and outbound calls, call routings, and abandoned calls.

Developers using novel programming techniques and creative thinking have built an entirely new level of analytics with modern computer tools and technology. The new software is compatible with modern IP systems, mobile phones, and conventional PBXs.

As the most recent systems are browser-based, they permit considerably more access to managers across the organization and give them useful information to manage their divisions better.

Benefits of Call Accounting System

Call accounting software tracks and records each call's source, destination, length, cost, and other information. The data is utilized for various things like paying clients for long-distance calls, keeping track of employee call volume, or monitoring employee call behavior. 

The automatic routing of calls based on predetermined criteria or interaction with other corporate systems like customer relationship management (CRM), enterprise resource planning (ERP) software, or web analytics platforms is one of the numerous features advanced call accounting systems may have. 

There are various benefits of call accounting systems. Let’s take a look.

1. Increased Security & Compliance

   The capacity of call accounting software to assist firms in adhering to security and compliance regulations is one of its most significant benefits.

   Companies may guarantee that they remain compliant with industry rules while preventing unauthorized access to or exploitation of sensitive personal information by keeping track of all communications between them and their customers.

2. Improved Cost Efficiency & Performance  

   Call accounting software tracks the utilization of both incoming and outgoing calls, making cost efficiency simple to monitor and control. The system can tell which calls are for business purposes and point out any improvements required to make the process more cost-effective.

   Call accounting functionality assists firms in streamlining customer support operations and maximizing employee effectiveness by offering detailed tracking of all communications. Businesses can monitor customer service performance levels and utilize the information to improve on upcoming interactions to grasp customer interactions better

3. Improved ROI

   Businesses that use corporate accounting software can increase their return on investment (ROI) by improving the effectiveness of their customer service operations. Automated reporting capabilities offer a simple way to monitor parameters like average handle time and resolution rate, enabling businesses to spot improvement opportunities and boost customer satisfaction.     

4. Automated Reporting     

   Another beneficial aspect of the call accounting solution is automated reporting. Organizations can examine various trends in call traffic or customer complaints more extensively due to reports generated from data gathered from customer calls. This knowledge can then be applied to improve tactics for connecting with clients or rapidly resolving any urgent issues.

Features of Call Accounting Software 

Let’s look at some of the most common features of call accounting software.

1. Call Routing

   Numerous call accounting solutions provide call routing, a potent tool that enables businesses to route incoming calls to particular divisions, staff members, or voicemail boxes per client demands. By ensuring that the appropriate individuals are handling customers' inquiries, this feature can help firms offer a better customer experience.

2. Automated Invoicing

   Automated invoicing is one of the essential services the call accounting system record provides. By eliminating human data entry and generating invoices automatically based on recorded usage data, this feature helps organizations save both time and money.

3. Call Monitoring  

   Call accounting solution allows managers to keep an eye on live calls to ensure staff members adhere to procedures and provide excellent customer service.

4. Voicemail Integration   

   The integrated voicemail software support offered by many call solution providers is another advantage. This streamlines management procedures and boosts efficiency by enabling businesses to access their voicemails straight from the system's user interface.

5. Conference Calling

   The integrated conference call features of many call accounting solutions enable firms to conduct meetings and group discussions without leaving the system's user interface. As a result, removing the need to switch between numerous applications can save time.

Common Applications of Call Accounting Systems

There are common applications of the call accounting system. Let’s take a look at them.

1. Departmental and Employee Chargeback   

   Call corporate organizations initially used accounting systems to allocate costs across the company. Call accounting is a tool businesses assign expenditures to certain departments, divisions, or even employees. Business accounting and human resource systems also get data directly from such systems.

2. Cost and Revenue Optimization 

   Call accounting systems to reconcile telecom resources carriers’ billing reports by integrating telecom invoices, wireless billing, long-distance charges and calling cards into a single platform, allowing your business to use the concurrent expense software to provide management reports, analytic reports, alerts and robust presentations..

3. Service Billing and Provisioning

   Call accounting systems may offer telephone service packaging, pricing, provisioning, invoicing, posting, or presentation to generate money. Professional services companies use call accounting software to bill their phone usage based on account codes or clients.

   The hospitality sector employs call accounting to resell phone services to individuals and groups traveling on business.

4. Security and Compliance

   By keeping an eye out for network attacks, intrusion attempts, and telecom activity that exceeds acceptable or set thresholds, call accounting systems to help IT departments protect businesses from several internal and external security risks.

   By establishing new or improved requirements for financial reporting, the Sarbanes-Oxley Act required public companies and accounting firms to review and update their internal governance, accounting, and reporting systems.

   Internal controls include, for instance, processes for safeguarding, maintaining, and ensuring the accessibility of crucial infrastructure (such as telecommunications systems), keeping an eye on those systems' performance, and preventing or quickly spotting unauthorized attempts to obtain company information or assets.

5. Call Accounting In Hospitality 

   The hospitality industry employs call accounting systems more proficiently than many corporate entities. It is also helpful in property management systems. First, hotels need their call accounting systems to provide real-time processing.

   Additionally, the hospitality sector and property management system commonly uses completely managed call accounting services and centralized enterprise call accounting because hotels frequently lack on-site people who can administer on-premise systems and want simplicity and bottom-line cost benefits.

How To Select the Right Call Accounting System?   

The following steps will help you understand ways to select the right call accounting system:

1. Step 1: Consider Your Company’s Needs

   It's crucial to consider your company's needs when choosing call accounting software. Consider your budget, the software's features, and the number of lines you have. Using the tools on this page, compare call accounting software based on price, features, integrations, user reviews, and more.

2. Step 2: Look for the Right Vendor

   Once your needs have been determined, look into several call accounting software vendors. Check out customer assistance alternatives and read user reviews. Then, choose the bundle best for your company by comparing the features offered by various packages.

3. Step 3: Ensure it Fits Your Company’s Requirements

   Make sure the system you choose satisfies all your requirements and that you have confidence in its competence. Furthermore, to ensure that the software integration runs as easily as possible, ensure you comprehend how to install and utilize it. Last but not least, ensure that any technical assistance is sufficient to address any issues or worries that may occur during implementation or use.

Reasons to Have a Call Accounting System   

The following are some reasons to have a call accounting system record:

1. Improve Phone System Efficiency 

   Reports can check the proper call routing, the functionality of all telephone company trunks, and whether you have too many or not enough trunks.

   Changing over to VoIP? Reports can be used to configure the ideal bandwidth requirements for a high-quality service.

2. Improve Employee Productivity

   A corporate phone system that is used more efficiently allows for more productive time. For example, based on actual phone call activity, managers use reports to oversee, inspire, judge, develop, and pay staff.  

3. Visibility to Use of Toll-free Numbers

   Many businesses provide their clients with toll-free phone numbers to call. Toll-free calls are free to the caller, but the corporation is still responsible for covering the cost of the call. Businesses widely use toll-free numbers for marketing. Reports provide information about a campaign's effectiveness. Planning new sites may be aided by understanding the source of calls.

4. Enhanced Analytics    

   One of every organization's major monthly expenses—and almost invariably the one over which it has the least control—is the cost of telephone usage. A call accounting system implemented correctly can offer insightful data on how this expensive resource is being utilized, mismanaged, or abused. 

Different types of Call Accounting Systems 

The different types of call accounting systems are:

1. VoIP Call Accounting System 

   It is a specific kind of call accounting software designed for Voice over Internet Protocol (VoIP) networks. You can use it to keep track of network traffic and find out where performance could be enhanced.   

2. Enterprise-wide Call Accounting System

   This kind of software is made for organizations that need a massive system that can handle hundreds or even millions of calls. Features like reporting, billing, routing and analytics are typically included.

3. Mobile Call Accounting System 

   Mobile call accounting software is created to control mobile equipment and services. For example, you can use it to analyze trends, call activity, and expenditures related to your business's mobile devices and plans.

4. Analytical Call Accounting System

   Through real-time analysis and predictive modeling techniques, this kind of software offers insightful information on recurring patterns and trends in client behavior.

   As a result, it is frequently used in conjunction with other call accounting software to improve the ability to make decisions across all aspects of an organization's operations

5. Cloud-based Call Accounting System   

   Instead of being hosted on your server, this type of software is made to be hosted on the cloud. The same features as conventional systems are available, but it also has the advantages of scalability and remote access. 

Top 5 Tools Call Accounting System 

Without the right tools, the call accounting system won’t help users. The right tool is of utmost necessity to utilize the relevance of any system. 

So, let’s look at the top 5 tools for call accounting systems:

1. CloudTalk

CloudTalk is a contact center management tool that helps businesses use virtual call systems to simplify communications with employees and clients. It is a call automation platform where executives can handle incoming and outgoing calls, collect interaction data from different sources, and offer clients customized assistance.

With more than 70 cutting-edge calling capabilities, CloudTalk is an innovative, low-cost solution and user-friendly phone system. Customer service and sales teams in start-ups, SMEs, or e-commerce typically use the CloudTalk VoIP suite.

Features

• Call tracking metrics
• Call transcription
• Sentiment analysis
• Session routing
• Answering machine detection

Pros

• Easy to use
• Awesome call-quality sound and video
• Excellent customer service
• Easy transition from a different platform

Cons

• No dashboard within the software 
• Glitches in the app
• Average purchasing and onboarding experience

Pricing

• Pricing starts from $25/user/month.

2. TenFold

Tenfold is a computer-telephony integration (CTI) solution that connects Microsoft Dynamics CRM and Salesforce to the most popular phone systems.

Tenfold enhances customer experience with an agent screen pop that instantly identifies the consumer and displays the necessary context, enables complete data capture by auto-logging calls to your CRM, and compresses agent processes to boost efficiency.

Tenfold enables businesses to link customer information to financial results by allowing the attachment of call notes, recordings, transcripts, and histories to CRM records.

Features

• Opportunity management
• Performance metrics
• Social media integration
• Telemarketing management
• Multichannel communication

Pros

• Quick identification of callers
• Supportive sales processes and tech team
• Great pre-built dashboards
• Simple setup

Cons

• Technical issues now and then
• Issues in tracking transferred calls
• Double counts inbound calls

Pricing

• Customers need to connect with the vendor for pricing.

3. PhoneBurner

PhoneBurner is a sales acceleration and power dialer platform that boosts phone productivity by 447%. It streamlines routine tasks and enables sales representatives to have three to four times as many live discussions. 

It enables sales teams to have better discussions with more leads. The program improves call engagement and live answer rates and streamlines time-consuming, repetitive procedures to boost sales rep efficiency. With no pauses, delays, or dropped calls, PhoneBurner strives to provide rapid connections.

Features

• Personalized branding
• Records prospect data
• Event-triggered actions
• Integrations management
• Sales pipeline management

Pros

• Great customer service
• User-friendly interface
• Easy to use
• Seamless integration

Cons

• Overpriced in comparison to other tools
• Cannot identify fax numbers
• Technical glitches

Pricing

• The pricing starts at $149/user/month.

4. CallPesa

CallPesa allows anyone to bill and get paid for consultation calls. Determine the cost of your call and make it simple for people to pay. Your virtual service is under your complete control.

With ease and almost no effort, this tool ensures the prompt and correct gathering, processing, and eventual invoicing of call time information. It gives the practitioner or business the tools to utilize time better, increasing income and profit.

Features

• Online payment processing
• Service call management 
• Booking management 
• Call monitoring
• Online reservations

Pros

• Great billing and reporting options
• Excellent customer service
• Easy to use
• Seamless navigation

Cons

• Limited features
• Bug issues
• Limited customizations

Pricing

• Pricing starts at $15/month.

5. Teltrac

Teltrac offers a safe protocol to deal with online danger. It enables users to create various reports and more than a thousand templates, graphs, and data to satisfy all business requirements. 

The most recent technologies and all PBX and IPT versions from various suppliers are supported. The carrier bill verification tool, which identifies all overbilled logs and displays all inconsistencies, is accessible to employees. Any form of a business unit or department's IT or voice network can be managed by a supervisor.

Features

• Outbound reporting
• Caller identification
• Call monitoring
• By-extension reporting
• Unattended call management

Pros

• Automated reports
• 24/7 customer support
• Excellent technical support
• Effective email/help desk support 

Cons

• Limited features
• Expensive
• Limited customization

Pricing

• Customers need to connect with the vendor for pricing.

Who Uses Call Accounting Systems?

Call accounting systems are used far and wide by various professionals. Let’s look closely at some specific users:

1. IT Professionals

   Utilize the software's data analysis features to spot potential network issues and take proactive measures to fix them before they become a problem.

2. Government Agencies

   Use the tool's comprehensive reporting features to examine communication activity trends, check for regulatory compliance, or examine any criminal activities.

3. Telecom Billing Professionals

   Utilize the program to produce precise telecom resource billing records and guarantee timely service payment.

4.  Lawyers/Auditors

   Utilize this tool's capacity to preserve long-term call logging data so that you can utilize it as proof in legal proceedings or audits.

5. Finance Officers

   This application monitors telecommunication costs, including incoming and outgoing calls to control business spending better.

Costing of Call Accounting System  

Software for call accounting can cost anywhere from a few dollars for simple packages to several thousand for more sophisticated options.

The upfront cost of smaller, simpler call accounting software solutions for small businesses may range from $100 to $300, with a subsequent monthly subscription price.

These packages typically include fundamental features like caller ID, call duration, and caller monitoring for incoming and outgoing calls.

The more expensive products have more powerful features, including automated rate calculations, thorough reporting, interaction with other company systems, and secure billing. These packages can also handle massive call volumes.

The initial cost of these other call accounting company services is normally around $2,000, with different monthly prices based on usage or the number of extensions and optional customizing fees.

According to the size of your organization's needs, enterprise-level systems offer additional capabilities like call recording capability or customer relationship management (CRM) integration; these frequently cost between a few thousand and tens of thousands of dollars.

Call Accounting System Trends

 Let us have a look at the latest call accounting system usage trends.

1. Enhanced Security

   Sensitive data is protected by calibration management software by offering improved security mechanisms, including encryption and authentication. This lessens the possibility of illegal access to or use of calibration data.

2. Remote Accessibility

   For local and international institutions, remote access to calibration data is crucial. This enables quicker data retrieval, more stakeholder participation, and simpler tracking of calibration outcomes.     

3. Cost Efficiency

   Organizations can lower their labor expenses and the cost of calibration services and equipment by automating many of the procedures involved in calibration activities. In the long run, this can help businesses save money, improve profitability and benefit revenue generation.

4. Compliance with Regulatory Requirements

   By ensuring that all calibration tasks are completed accurately and on time, calibration management software aids enterprises in maintaining regulatory compliance. Additionally, it ensures that calibrations are carried out in line with the relevant safety regulations.

5. Improved Accuracy & Automation

   Software for calibration management can aid in ensuring the accuracy and effectiveness of calibration procedures. By automatically gathering data and storing it, the program improves accuracy. It also generates comprehensive reports that may be used to spot possible issues.

   Software for calibration management is becoming more automated, making data gathering, organizing, and analysis more effective. Additionally, this automation increases data management accuracy and decreases human mistakes

Conclusion

From the above points, you can conclude that call accounting systems greatly benefit their users. 

Call accounting software ensures seamless business connectivity, from cost-effectiveness to enhancing security. We have provided a list of various types of call accounting systems along with the top tools! 

Go ahead and choose what suits you best.