Wednesday, December 2, 2020

RSI Shadow All In One Analytics Offers Business Insights for All Avaya Landscapes

The Partner Community Council hosts events over the course of the year to engage our partners, the Avaya team, and thought-leaders within the industry. Join our events to connect with Avaya, other partners from across North America, and stay up-to-date on emerging trends within the market and world of technology. Join RSI at:
PCC AMERICAS VIRTUAL CONFERENCE
Tue, Dec 8, 2020 12:30 PM to Fri, Dec 11, 2020 1:30 PM 

RSI will discuss:
Shadow All In One Analytics for Avaya Landscapes

The global pandemic has accelerated the need to work from anywhere. Many organizations turned to their vendors to transform their collaboration systems into virtual conduits for team collaboration. As an industry leader, Avaya is providing solutions that help remote workers engage with colleagues, share ideas, build consensus and get things done. RSI is delighted to provide remote administrators with the necessary tools to manage remotely.

RSI Shadow All In One Analytics offers business insights into the entire Avaya communication landscape (including IP Office, CM and Avaya Cloud Office) to improve customer experience, accelerate adoption and increase productivity.


Topics covered: real time and historical dashboards for agents and queues, call accounting, emergency notification and team collaboration metrics.


For more information, visit our website at www.telecost.com

Or contact me directly:
Nicholas Salomone
Partnerships Manager
I am responsible for managing & discovering business relationships with resellers across the globe.”

Email: nsalomone@telecost.com
Direct Line: (289) 275-2453




Tuesday, December 1, 2020

Consolidate your Collaboration Analytics for Avaya and RingCentral


Congratulations to Avaya & RingCentral for their new strategic partnership.  We have been working with both vendor platforms for many years.  Now more than ever, its important to leverage an all-in-one product to consolidate premise and cloud landscapes into a single analytics platform.   Make sense of all your data in one place!  

How?   Our Shadow All-In-One Analytics offers call accounting, historical and real time dashboards for call centers, call recording playback and emergency notification under one roof (for premise and cloud deployments)! Check us out on: http://www.telecost.com/avaya.php and http://www.telecost.com/ringcentral.php

Monday, November 30, 2020

Why should your business utilize real-time dashboards?

A dashboard is effective at consolidating a company’s most valuable KPI’s into a simple view. Managers can, in real time, make important decisions without having to run multiple reports and consolidate information manually. A properly set up dashboard is very effective in giving an accurate snapshot of business operations. This is essential in today's environment where customers demand real time answers and expect a certain level of empathy for their requests. If a customer is saddled with bottlenecks, busy signals, long wait times and unanswered messages, it is likely the customer will look elsewhere. A dashboard provides the opportunity to correct ineffective processes quickly, and at its core.

Resource Software International offers fully customizable dashboards, with access to countless pre-set widgets. Managers can determine what is most important to them to determine the health of their collaboration system. Not only can a user monitor standard call wait times and response rates, but they can also determine how successfully consumers were serviced with instant messaging and video chat services. These customizable dashboards give a total picture of all major channels of communication within a given time period.



For more information, visit our website at www.telecost.com

Or contact me directly:
Nicholas Salomone
Partnerships Manager
I am responsible for managing & discovering business relationships with resellers across the globe.”

Email: nsalomone@telecost.com
Direct Line: (289) 275-2453




Thursday, November 12, 2020

Shadow All In One Analytics compatible with Avaya Cloud Office

 

  • Shadow All In One Analytics (a.k.a Shadow CMS Enterprise v 5.2.3) is compatible with Avaya Cloud Office (ACO)
  • Shadow solutions help businesses track, monitor and manage their collaboration ecosystem

OSHAWA, Ontario — November 12, 2020 — Resource Software International Ltd. (RSI), a leading provider of all in one communication management solutions for every enterprise, today announced that its Shadow All In One Analytics (formerly Shadow CMS Enterprise v 5.2.3) is compliant with Avaya Cloud Office powered by RingCentral. Avaya is a global leader in enterprise communications systems, software and services. 

Shadow All In One Analytics helps businesses curb misuse, reconcile telecom expenses, highlight detrimental quality of service, discover system hacks and manage the health of their communication networks. The application now is deemed compatible for use with Avaya Cloud Office.

"RSI is delighted our core solution Shadow All In One Analytics has demonstrated compatibility with Avaya Cloud Office. Over the years, Shadow has been continually developed to meet the high standards of interoperability with Avaya platforms. We offer the broadest range of compatible analytics solutions for Avaya telephony platforms for various industry segments including hospitality, health care, education, government, retail and general business," said Rito Salomone, President, RSI. "Shadow helps our mutual customers enhance security, maximize efficiency and productivity, track and analyze networks, and forecast, monitor and allocate communications management expenses."

RSI is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.  


About Resource Software International Ltd. (RSI)

Founded in 1990, Resource Software International Ltd. is a developer, manufacturer and distributor of collaboration analytics solutions. The company offers a wide range of products including: call accounting, contact center dashboards, cradle-to-grave analysis, adoption analytics and emergency notification. RSI has distributors in North America, Europe, Caribbean and Middle East.  As an Avaya DevConnect Technology Partner, RSI is focused on providing Avaya customers training and resources that offer insight about the health of their communication ecosystem.


For more information visit https://www.telecost.com/aco


Tuesday, November 10, 2020

Shadow All In One Analytics for Healthcare

The global pandemic and varying lockdown safety measures have imposed barriers on traditional ways of service delivery. Nowhere is it more critical than in the health care segment. Patients and concerned citizens are engaging remotely with healthcare professionals in unprecedented numbers. 


A Deloitte 2020 Survey of US Health Care Consumers showed a change in consumer behavior due to the ongoing threat of the Covid-19 pandemic. There are three key takeaways:

1.      “Consumers are using virtual visits more than ever before and plan to continue using them.”

2.      “More consumers are using technology for health monitoring and are willing to share their data.”

3.      “A trusted clinician relationship remains paramount.”

Shadow All In One Analytics from Resource Software International Limited (RSI) allows communication managers to get meaningful insights about their ecosystem. This information is vital to smoother operations of perhaps the most important service sector.

Due to Covid-19 restrictions and personal precautions, consumers are more likely to engage with a physician via collaboration systems. At the same time, health care professionals will need to retain trusted relationships with their clients. It is crucial that healthcare agents can service patients virtually, both effectively and securely in a timely manner. Doing so will improve patient care, customer retention, and free up time to address the needs of others.

Shadow A1 can be used to provide both historical and real time reporting for agents and queues. Communication managers can have an insight on what their agents are doing to ensure that they are meeting service level agreements. Queue reports can show specific customer wait times, display queue activity by hour of the day, identify abandoned calls and alert authorized personnel if specific goals are not met. Cradle to grave reporting allows a user to see every leg of a call, tracking activity of a call journey. Managers can get a real time insight of the current calls in queue, agents logged on, longest call waiting, etc. through customizable intuitive dashboards. These metrics help managers diagnose their call center environment in real time to determine bottlenecks, manage agents and meet compliance standards.

Many health care organizations are subject to regulatory standards that can only be measured by a robust collaboration analytics solution. Millions of call records can be stored and processed from any time period. Users can create queries for specific time frames, phone numbers, agents, queues, SLA ranges and/or a vast array of other variables. These metrics can then be fed to spreadsheets, business intelligence tools and patient management applications.

Shadow All In One Analytics offers a consolidated multi-pronged approach to the analysis of varied modes of communication and diverse premise and cloud landscapes including messaging, video and phone. Organizations now have complete visibility across the entire spectrum of a corporate collaboration ecosystem for any length of time. The product offers historical call accounting, call center reporting, call recording playback, real time agent/queue dashboards, team collaboration adoption metrics, custom integrations and emergency notification.

About RSI

Resource Software International Ltd. (RSI) Is recognized globally as a leading provider of collaboration management solutions for every enterprise. The pandemic shutdown has highlighted the importance of linking with colleagues to collaborate from anywhere. In healthcare, the ease of communication is the most essential component in helping patients from a distance. RSI partners with communication providers to deliver all in one analytics, allowing communication managers to manage remotely.

For more information, visit our website at www.telecost.com

Or contact me directly:
Nicholas Salomone
Partnerships Manager
I am responsible for managing & discovering business relationships with resellers across the globe.”

Email: nsalomone@telecost.com
Direct Line: (289) 275-2453

Tuesday, October 27, 2020

How Incorporating SMS will Improve Your Call Center Customer Experience

Smartphones revolutionized the way we communicate and have now become common necessities for people around the world. Since the release of the first Apple iPhone in 2007, many millennials became early adopters of new collaboration modes. This generation – born between 1981 and 1996 - now make up a large portion of the workforce.

Other generations also began following the lead of the millennials, adopting SMS later. “A Zipwhip survey found that 73% of consumers want more businesses to text them. Customers of all ages, from Baby Boomers to Generation Z, like the ease, convenience and privacy that texting offers.” Companies often get a better response rate with instant messaging because, unlike email or phone calls, people are more likely to send out a short response than spend time formulating a reply email or scheduling time to call you back.

SMS solves a unique pain point for both consumers and call center agents. Picture a scenario where a customer has a quick minor question and does not need an in-depth answer on the phone. The customer can be immediately acknowledged with an automated text. Then, a customer can be serviced much more quickly. For the customer, the main advantage is convenience. They don’t need to set time out of their day waiting to speak to an agent to get the same information.

Call center agents are able to service multiple people at the same time via multiple text channels. They will have a record of all the details of a conversation so they can look up history at any time and avoid having the customer repeat themselves to different agents. Agents will also be able to efficiently manage general questions freeing up time for more complex inquiries. In fact, many call centers are building AI-infused bots that can respond to general SMS inquiries and if necessary, elevate the customer to a live agent.

Incorporating SMS in a call center gives a consumer even more ways to interact with your business. Servicing customers through various channels, offers more options, provides more satisfying experiences, improves productivity and strengthens the relationship with your customer.

How Can I Measure Call Center Success Using Multiple Communication Modes?

Resource Software International Ltd. (RSI) develops solutions that analyze how consumers interact with enterprises around the world. Their flagship application, Shadow All-in-One, allows users to monitor, measure and manage call center activity through intuitive collaboration dashboards and historical reports. Not only can a user monitor standard call wait times and response rates, but they can also determine how successfully consumers were serviced with instant messaging and video chat services. These customizable dashboards give a total picture of all major channels of communication within a given time period to help manage the health of the entire ecosystem.


RSI provides products, training and resources that manage, control, and reduce the expense of a communication ecosystem. Their solutions have broad appeal for customers with collaboration ecosystems that include Avaya, Cisco, Microsoft, RingCentral, Mitel, and many others.


Shadow All In One Analytics by RSI is a cloud-based collaboration management system. Organizations now have complete visibility across the entire spectrum of a corporate collaboration ecosystem for any length of time.  The product offers historical call accounting, call center reporting, call recording playback, real time agent/queue dashboards, team collaboration adoption metrics, custom integrations, and emergency notification.  By leveraging the latest technologies, Shadow All-in-One Analytics empowers enterprises to increase adoption of new technologies, remove bottlenecks, reconcile expenses, facilitate team collaboration, improve customer experience, and empower productivity.


For more information, visit our website at www.telecost.com

Or contact me directly:
Nicholas Salomone
Partnerships Manager
“I am responsible for managing & discovering business relationships with resellers across the globe.”

Email: nsalomone@telecost.com
Direct Line: (289) 275-2453

Thursday, October 22, 2020

Why a Robust Collaboration Management System is More Important Than Ever

The ever-changing collaboration sector continues to enable people to stay interconnected while working from anywhere on any device. The global pandemic has catalyzed an already upward trend. “A recent article by Erik Brynjolfsson et al. estimates that 31 percent of workers -- in the United States -- who were employed in early March had switched to working at home by the first week of April. Even when stay-at-home orders are relaxed, many workers may continue working at home until the pandemic is fully contained” (US Bureau of Labor Statistics).   Here are some important reasons why collaboration management systems are more important than ever.

Employee Productivity

As a by-product, remote workers are saving time on commuting, improving their work-life balance, and working in comfortable clothes. However, employers are facing several challenges managing remotely. Unable to access office systems, employers may not have the necessary cloud solutions in place to monitor productivity. This can lead to lack of motivation, missed opportunities and failure to meet compliance standards.

With a collaboration analytics tool, companies can analyze calling patterns, identify misuse/abuse, ensure inbound call handling performance, and optimize resources.

Emergency Notification

Kari’s law, which came in affect in February 2020, stemmed from a domestic dispute that ended in the murder of Kari Hunt who was killed in her motel room. Her 9 year old daughter was unable to dial 911 because the phone system required dialing 9 for an outbound line.

This new law mandates that users must be able to dial 911 without having to dial a prefix like 9 or 0. Also, a notification must be sent out regarding the specific location of the emergency call.

It is imperative for companies to ensure the safety of their organization by triggering emergency or critical alerts to authorized personnel, desktops, mobile/IoT devices, lamp lights and email.

Quality of Service

A faulty communication system can cost a lot of money by wasting both the employee’s time and the client’s trust. “PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions.” Frequent down time will cost money that could have been saved if a quality assurance safeguard was deployed. Having business operations that run smoothly is paramount in optimizing profitably.

To ensure excellence, companies can monitor the health of their communication ecosystem through ongoing analysis of call quality, network reliability and device usage.


AI Reporting

In today’s world, you can get anything we need at the touch of a button. You can order virtually anything online. You can have a car come to pick you up at your door in under 30 seconds. You can find any information you need to settle an argument, etc. Why should managing your internal organization be any different?

Having a collaboration management sy stem lets managers retrieve valuable communication analytics from anywhere by simply activating AI-infused bots that will watchdog the enterprise.


User Adoption

It is important, in today’s everchanging environment that companies utilize the best and most up to date resources to be proactive in their respective industry. Many companies become victim of not keeping up with innovations and thus, fail to keep pace with their competitors.

A collaboration management system enables managers to drive digital transformation by ensuring the best available and corporate-approved modes of communication are successfully deployed and utilized.


Regulatory Compliance

Companies are collecting more and more important and private customer information. This data is often used to mine customer behaviour, predict trends, and ensure quality customer experience. The collection of sensitive data comes with tighter legal obligations and regulatory requirements. Companies must take appropriate action to ensure proper stewardship of the data. Communication management systems can help companies meet legal and regulatory compliance standards.


Training & Monitoring

It is always easier, and requires less resources, to service existing customers than to expend capital and resources to attract new business. In fact, 65% of a company’s business comes from previous customers.

Additionally, 86% of the customers with great purchase experiences will likely buy from the same company again. Thus, companies need to focus on optimizing customer experience.

Users can study call recordings to ensure gold standard customer experience and highlight areas for potential development or retraining. Retaining archives of communication records allows users to query historical records to resolve customer or employee disputes. A communication management system can categorize incidents, determine customer sentiment and arm agents with proper resources.



How RSI can help!

Resource Software International Ltd. (RSI) provides products, training and resources that manage, control, and reduce the expense of a communication ecosystem. Their solutions have broad appeal for customers with collaboration ecosystems that include Avaya, Cisco, Microsoft, RingCentral, Mitel, and many others.


Shadow All In One Analytics by RSI is a cloud-based collaboration management system. Organizations now have complete visibility across the entire spectrum of a corporate collaboration ecosystem for any length of time.  The product offers historical call accounting, call center reporting, call recording playback, real time agent/queue dashboards, team collaboration adoption metrics, custom integrations, and emergency notification.  By leveraging the latest technologies, Shadow All-in-One Analytics empowers enterprises to increase adoption of new technologies, remove bottlenecks, reconcile expenses, facilitate team collaboration, improve customer experience, and empower productivity.


For more information, visit our website at
www.telecost.com

Or contact me directly:
Nicholas Salomone
Partnerships Manager
I am responsible for managing & discovering business relationships with resellers across the globe.”

Email: nsalomone@telecost.com
Direct Line: (289) 275-2453