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Knowing that you received 20 calls last month from 555-1212 isn’t that useful. The telephony data will tell you which number called, the CRM can tell you who it was and why they called. KN: Telephony metadata becomes much more interesting when analyzed along with other business data. SA: Businesses have been hopping onto the Big Data bandwagon in their thousands over the last couple of years, so I imagine many of these would be looking for ways to integrate telephony metadata into their wider strategy. For example, a call to someone who is not in your CRM system is probably not a sales call. Metadata can also be helpful when reviewing the performance of individual employees. For example, when is your support line busiest? Does it vary by the day of the week or time of year? How many calls a day are made by your most productive sales reps? Understanding this can lead to smarter staffing decisions and result in better customer service and reduced cost. If you analyze the phone calls made by and to your company, critical information about the health of the business can be revealed. Select a few key metrics and study them over a long enough period of time to make the information meaningful. Most importantly, really think about what it is you want to understand about your business.
#File spy metadata software#
The phone system and CRM may come complete with some level of analytic software, or supplemental business intelligence software can be deployed. Next review the tools in place to analyze the data. If you use a CRM for your business data, strongly consider selecting a phone solution that offers CRM integration. Most modern VoIP or premise based IP phone systems make this fairly easy. The first step is to make sure the data is available. Businesses that don’t have the systems in place or that haven’t taken advantage of available data should take this moment to think about how it might be of use to them.
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KN: The government is interested in this data because it’s incredibly powerful. But why would an organization want to tap into their phone call data? What kind of value could they get from it? SA: I can see why the government would be interested in this, given the sophisticated analysis software they must have at their disposal. Metadata for mobile calls can also include information about the location of the callers. If you remember when companies billed per minute for long distance calls, the information on your telephone bill about each call was metadata. It includes information about which number placed the call, which number was dialed and the duration of the call. Keith Nealon: When it comes to telephony, metadata is the information about phone calls. SiliconANGLE: First things first, what exactly is “telephony metadata”? Recently, SiliconANGLE sat down with Keith Nealon, President & General Manager of Cloud Division at VoIP provider ShoreTel, who showed us how businesses can learn from the NSA’s example. But besides the spooks, who else might be able to manipulate this metadata, and what could it tell them?
#File spy metadata how to#
Not everyone’s comfortable with what the government’s doing with our phone records, but Obama’s statement does confirm one interesting point – that this telephony metadata can be extremely valuable stuff, if you know how to use it. As was indicated, what the intelligence community is doing is looking at phone numbers and durations of calls… by sifting through this so-called metadata, they may identify potential leads with respect to folks who might engage in terrorism.” “When it comes to telephone calls, nobody is listening to your telephone calls,” stated the President. According to no less than President Obama himself, it’s this metadata that holds the most significance for his spooks – they’re not listening into your calls – but rather, just keeping tabs on who’s calling who, where they’re calling from, and how long they’re talking.
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Ever since The Guardian first published its explosive report on the wide-ranging access that the NSA has been given to Verizon’s call records, there’s been lots of discussion about this thing called “metadata” and the kinds of insights it provides.
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