In business communication, the most fundamental requirement is making and receiving calls. A SIP trunking solution provides this exact feature. Additionally, it provides multiple options to choose from to make and receive calls. Firstly, you can choose the cost per call that you want to pay from the available rate cards. Certainly, these rates are defined as per different criteria and driving factors. Secondly, you can choose the quality of call you are interested in. Likewise, this solution gives complete flexibility to define the way your communication system should appear and serve your business. Isn’t it interesting?
Certainly, we are living in an era of unified communication. However, the fundamental need of calling is here and will stay here forever. Therefore, businesses need tools like a SIP trunking software to meet their communication needs. Definitely, they add more communication channels and features to finally augment their communication experience.
Interestingly, these solutions are not used in businesses directly. They use VoIP services from the service providers and these service providers use the stated solution to manage SIP trunks and relevant services.
To meet communication and service needs, the SIP trunking platforms offer a wide range of features. Certainly, all features are critical in meeting business communication requirements. However, the most important ones are advanced reports of ASR and ACD. Do you know why? Do you know how these reports can become a game changer? We will share this secret with you that veteran service providers use to empower their clients.
Let’s delve deeper into this topic and explore some unrevealed information about this powerful tool that can help you augment your business.
1. What is the SIP Trunking Platform?
This solution uses Session Initiation Protocol (SIP) technology to enable businesses to make and receive voice calls over the Internet instead of traditional phone lines. Session Initiation Protocol trunking empowers organizations to connect their private telephony system (PBX) to the traditional phone system (PSTN) solution through an internet connection.
Simply put, SIP trunking replaces the need for traditional phone lines with virtual communication lines using the Internet. It uses VoIP technology to transmit voice calls over the internet in the form of data packets. As a result, it offers several advantages over conventional phone systems, including, but not limited to, cost savings, scalability, and flexibility.
2. What are the Major Reports Available in SIP Trunking Solutions?
As discussed earlier, the service providers use this solution to offer retail and wholesale SIP trunking services to their clients. Therefore, these solutions are empowered with different features. Reports are one of the major features available on this platform. Different solutions provide a diverse range of reports on this platform. Some of them are listed hereunder:
Call Detail Records (CDR)
Advanced reports include detailed information about every call processed through the system to give a complete overview of the ongoing use of the system. The CDR (Call Detail Record) reports include call duration, start and end times, caller ID, destination number, call quality metrics, and many more. Service providers can gain insights into call volume, peak hours, usage patterns, and several other important metrics using these reports so that they can augment business strategies.
Call Routing Reports
Advanced reports offer insights into different call routing strategies for different routes and carriers. VoIP service providers can evaluate the efficiency and reliability of their call routing configurations and identify bottlenecks or points of failure. As a result, they can optimize routing rules to ensure optimal call quality and reliability.
Average Success Rate (ASR) Reports
ASR is known as the Average Success Rate or Average Seizure Rate in the SIP trunking solution platforms. This is one of the important quality metrics that businesses focus on while offering SIP trunking services. This report helps to show how effectively your SIP trunks are making calls successful.
Average Call Duration (ACD) Reports
This report shows the average call duration of all answered calls that passed through your SIP trunks. This is also a quality metric that helps service providers assess the performance of their voice communication infrastructure and identify areas. As a result, they can work on improvements to ensure high quality voice calls. In other words, you can connect an IP PBX solution with SIP trunking solution to enable communication.
Billing Reports
Undoubtedly, billing is an important part of the business. Therefore, retail and wholesale SIP trunking service providers need billing and invoicing reports. Advanced billing reports provide detailed cost breakdowns for voice communication services, including call charges, usage fees, and any additional costs incurred such as taxation, premium services, and more.
VoIP service providers can analyze their profit, revenue, expenses, commissions, and other business numbers. As a result, providers can optimize their spending based on usage patterns and budget constraints.
Additionally, some SIP trunking software includes customizable dashboards, which provide real time data. It shows different statistics that can help in making real time changes in strategies. Moreover, all reports will provide real time data on the advanced solutions, so that you can make decisions in real time to improve the performance of your business and the experience of your clients.
3. Understanding ASR and ACD in SIP Trunking
Advanced Seizure Rate and Average Call Duration are important metrics in the SIP trunking business.
The formula for calculating ASR is calculated with the following formula.
ASR = Total number of successful calls / Total number of attempted calls x 100
Formula for calculating ACD is calculated with the following formula.
ACD = Total duration of answered calls / Total number of answered calls.
ASR and ACD are two popular metrics in this business. Therefore, reports on ASR and ACD are important. Using ASR and ACD, a service provider can make excellent changes in their strategies to improve the quality of service and revenue. Let’s understand ASR and ACD in brief.
ASR is a quality and performance metric, which defines the total number of successful calls. In different businesses, there are different types of metrics related to ASR that they focus on. Generally, a low success rate defines an elevated number of failed calls. The value of ASR reflects low ACD.
ACD is also an important performance and quality metric. Longer call duration reflects in elevating revenue. Moreover, the value of ACD often changes with the increasing traffic. For example, during the holiday season, ACD value might be reduced because people may leave messages to the answering machine rather than making calls. However, if you are offering services to businesses like call centers, then your ACD may not change drastically.
ASR and ACD are closely related. For example, if your ASR reduces, then your ACD will also reduce. This will result in reduced business figures such as revenue, profit, etc. Therefore, several solutions, including SIP trunking and class 4 Softswitch solutions use adaptive call routing strategies using ASR and ACD ratio. Moreover, businesses also use these performance metrics to make real time changes in their call routing and service offerings.
4. Role of Advanced ASR and ACD Reports in Improving QoS
ASR and ACD can help in multiple ways to VoIP service providers. One area often augmented with the ASR ACD ratio is improving service quality. Let’s understand this in detail by considering this formula.
For example, if you are offering SIP trunking services to your clients and your ASR rate has reduced suddenly for any reason. The declining ASR rate will result in increasing infrastructure costs because your SIP trunks are not making your calls fail. Moreover, this will also reduce your ACD rate as your total number of successful calls has reduced, so the average call duration is reduced. This will decline the revenue and profit both.
Advanced ASR and ACD reports will show real time values of these metrics. The operator can change the SIP trunk having low ASR with another SIP trunk so that they can increase successful calls. This will improve the customer experience. Moreover, it will also improve other numbers.
If you are yet exploring terms or want to delve deeper into this subject matter, then we have major components and advantages of SIP trunking. This blog post shares a complete detailed guide on SIP trunking. It covers its detailed definition, working model, major components, and advantages.
5. Top Reasons to Implement ASR and ACD Reports
Undoubtedly, ASR and ACD are critical quality metrics to measure. Therefore, your solution must have these metrics in its advanced reports. Let’s briefly understand the major reasons to implement these reports.
Increase Quality of Service (QoS)
The first reason to get access to ASR and ACD reports is to improve QoS. More successful calls will deliver a better service experience compared to service that is failing calls. Therefore, it is necessary to improve this aspect ratio.
Improve Customer Satisfaction
Certainly, if your business matches the expectations of the call success rate with brilliant quality of service and crystal clear voice quality, then you have already got the competitive advantage. Fundamental service with high quality is all your clients expect. Certainly, focusing on and improving ASR will increase client satisfaction rates. Therefore, your solution must have these reports.
Optimize Infrastructure Use
As per the simple math used by carriers and service providers, if your ASR rate is low, then your infrastructure and resources will get used more than they would with common or high ASR. As a result, you will waste your infrastructure in trying to make a success means answered call. Certainly, this will increase your expenses. Conversely, if your ASR is high, your infrastructure and other resources will provide optimal performance. As a result, your expenses will also be reduced. Moreover, you can improve your resource utilization.
Increase Revenue
Undoubtedly, the quality of calls and services added with a high success rate will increase your client’s satisfaction. Furthermore, this will result in more repeat and referral business. Additionally, increased ASR will result in high numbers in business with increased ACD value, too. This will help you make more money and keep increasing revenue.
Increase ROI
High ASR and ACD rates will constantly help in cutting costs and increasing revenue. On the other hand, the reports showing ASR and ACD will provide the required statistics to understand the value of different SIP trunks, routes, call routing strategies, and more. Collectively, all this information can help you improve your business plan, customer care strategies, rate cards, and other business aspects. As a result, you will have more success in reducing costs and increasing business. This will reflect an increase in ROI.
Concluding Note
In summary, advanced reports in the SIP trunking system play a crucial role in helping businesses optimize their voice communication systems. Moreover, they can improve operational efficiency, and deliver exceptional customer experiences. Additionally, by leveraging comprehensive insights and analytics, organizations can make informed decisions, address performance issues proactively, and drive continuous improvement in their voice communication infrastructure.
Unquestionably, there are several types of reports available in these solutions to empower service providers to work on their strategies and business numbers. Moreover, you always have options for customization to add missing reports. However, important metrics must be part of major reports that you have. Undoubtedly, ASR and ACD must have a place in advanced reports.
As we have discussed in this blog post, ASR and ACD ratios will help you improve your Quality of Service, which is a must in any communication business. Moreover, it lets you optimize infrastructure usage, increase customer loyalty, reduce operational expenses, and increase revenue. Therefore, your solution to manage the SIP trunking business must incorporate advanced ASR and ACD reports.
The latest version of ASTPP, namely, ASTPP 6.0 has included ASR and ACD advanced reports. You can take advantage of these performance and quality metrics to improve your strategy and numbers. Therefore, you must upgrade your ASTPP version to the latest version of this platform.
You can connect with the representatives of ASTPP to book a free demo of a SIP trunking solution with advanced ASR and ACD reports. The representatives will show the complete functionality of these reports and solutions. Moreover, they will guide you through the upgrade process. To learn more and book a free demo, contact us now.
