There was once a time when there were no telephones, facsimile machines, personal devices, computers or the Internet. Today most people cannot phantom such a primitive existence. Communication is the link that allows our world to function at its torrid pace. Business must continually adopt modern technology to successfully compete in a world that demands instantaneous results. The proper management of communication infrastructure is crucial in the success of any organization.

The entry points into every organization usually include a combination of auto attendant, custom call routing (CCR), voice mail, interactive voice response (IVR), automated call distribution (ACD), wireless and countless other devices. Many organizations are turning to communication servers over conventional PBX systems to deploy VoIP based pipelines that reduce cost and maximize flexibility. Voice and data communication can now co-exist and flow freely through the same bandwidth. Calls can easily be configured to simultaneously ring multiple devices, hunt to wireless or home phones, route to voice mail or forward to another call center.

Communication management is now a multi-pronged approach that combines statistics from various facilities to identify billing irregularities, misuse, bottlenecks, inactivity, productivity or workforce expense.

Billing reconciliation is often overlooked since carriers always bill based on contracted tariff plans, right? According to analysts at Gartner,