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Value Added Management Services (VISIGHT)

Overview

Value Added Management Services (VISIGHT) is a value added service for 1300 and 1800 TollFree numbers.  TollFree subscribers can receive value from their TollFree services by receiving management report’s to view, analyze and monitor their TollFree’s call traffic and patterns.

Each report is personalised with subscriber’s company name, the period being reported on, and the date the report was created.  Reports will be generated on calendar month utilising billed call data.

There are two types of VISIGHT which will be provided according to segment as follows: -

Outsource Managed Service (OMS):
OMS will be provided to Corporate and strategic Major Business Subscribers, which consist of 10 various reports and Cyngus account management. Account Managers will work in conjunction with TM Account Managers.

The subscriber will be charged RM90 for 10 reports namely:

• Monthly Overview
• Historical Trending
• Overview by Day
• Top 24
• State Region Summary
• Line Summary
• Exchange Area Summary
• Day of Month and Hour of Day
• Answer Point Summary
• Call List

Value Added Service (VAS) will be provided to Business and SMI/SME Market Segments, which comprise of 5 reports at a cost of RM50.

The reports are:

• Monthly Overview
• Historical Trending
• Overview by Day
• Top 24
• State Region Summary

Description of each VISIGHT:

Line Summary Report - If a company has multiple TollFree numbers for different departments or marketing campaigns this report provides an overview of contact via those numbers. Each TollFree number is listed with the relevant use / department description, average call duration, total number of calls, total duration of calls and cost of those calls to each free phone number.

The Top 24 report – This report will highlight any problem callers or calling patterns. This report will enable you to see who is calling you the most, costing you the most and keeping staff on the phone the longest by highlighting your:

• 24 most frequent callers
• 24 most expensive calls
• 24 longest duration calls

State Region Summary Report - This report provides an overview of where your calls are coming from by state and region. It shows how many calls were received from each region, total population for each region and the percentage of calls versus population for each region.

Exchange Area Summary Report - This report will show you exactly where your calls are originating from with each region and city broken down into suburbs / exchange areas.  It shows how many calls were received from each suburb and region, and total cost of calls for each of those regions.

Overview by Day of Month Report - This report provides a snapshot of the entire month broken down by each day of the month.  It will show how many calls were received for each day of the month and total call durations for each day.

Day of Month and Hour of Day Report - This report provides a snapshot of calls across the entire month with each day of the month broken down into hourly time slots.

Answerpoint Summary - If a TollFree number is being answered in more than one location, this report will list these locations, how many calls each received, total call duration and total cost of calls for each location.

Monthly Overview Report - This report contains information from numerous reports to provide an overview of the highlights for the month for each TollFree number showing:

• Your top 10 calling regions
• Your 5 most frequent callers
• Your 5 longest duration calls
• Volume of calls for each day of the week
• Volume of calls for each hour of the day

Historical Trending Report - This report provides a view of current and historical call volumes, durations, and trends to enable you to compare your current months:

• Total number of calls received over the last 12 months broken down by months
• Total duration of time spent on the phone servicing those calls over the last 12 months broken down by month
• The average call duration of calls received over the last 12 months and broken down by month
• A comparison of current month call volumes, durations and average call duration with the same month the previous year
• A monthly call volumes graph to easily identify exceptionally busy and exceptionally quiet months
• An average call duration graph to see at a glance if call durations have increased or decreased in comparison to previous months

Call List – This report provides the itemised call details caller made by days.