Our customers cover a wide range of sectors including financial institutions; transport providers; retail organisations; local government; service providers; educational institutions; legal entities; health providers and utility companies. Our products have not been designed for any one specific sector but more to meet the needs of the differing departments.
Customer sizes range from very small organisations logging as few as 10 extensions to multi-national Conglomerates logging 64,000 extensions over 43 different feeds. Although based in the UK, many of our clients are international based or have international sites / presence. Interestingly, our average system installation is four sites with 2,500 extensions.
Inhouse or Outsourced?
Some of our clients run their own systems internally – LJ and LUMBERJACK, whereas others ask us to manage the system on their behalf – RETRIEVER. There are some clients that run their own software but pay us to manage certain aspects of the system, perhaps running specific reports or daily management checking statistics, etc.
We are happy to discuss any clients specific requirements to fit their business model / expectations.
Some of the companies we deal with use LUMBERJACK / LJ or RETRIEVER to charge back telephone calls to their clients. Sometimes this is done by suited office suites, solicitor calls, just charging back call centers, etc.
Most customers have a number of different teams/departments reviewing the call logging data for different purposes.
Costs: Some use the data to import call costs and telecommunication usage to relevant cost centres by auto-importing data into GUB or SAP systems.
Performance: Operator supervisors checking telephone answering performance to their clients, including how quickly telephones are answered, how many calls they are handling, how often calls are transferred before being handled by the correct department.
Service: Telecommunications and IT departments use the data to predict the amount of traffic being carried on the lines into and out of the building, how efficiently data and voice is carried over the network and whether break-outs are effectively working.
Fraud: Many different departments use the data to identify fraud, misuse and abuse of the telephone system.