VeraSMART is a call accounting and reporting solution from Calero, which offers users tools for call tracking, personal call identification, capacity monitoring, productivity tracking, call costing, and accounting for both wireline/landline and mobile/wireless communications.
VeraSMART can be used to track calls, both inbound and outbound, and automatically notify users of calls to specific numbers, such as the emergency services. Users can also be alerted when call metrics exceed those expected for normal call activity, triggered by excessive calling, making unauthorized long-distance or international calls, and dialing flagged numbers. Employees can be made aware of their personal usage and call habits with personal call identification, which includes full call histories and costs, to capture appropriate reimbursements.
VeraSMART can also be used to analyse daily call activity and traffic, including peak call flow. Issues such as insufficient capacity at peak times and long call queues can also be identified, as well as the productivity of call handlers, giving users insight into whether they have the capacity to handle the volume of calls they receive, and changes that can be made to improve customer satisfaction and employee productivity.