Enhancing User Adoption of Your Collaboration Ecosystem

 

The global pandemic has encouraged the adoption of cloud-based collaboration among many businesses. Companies that have spent time and money making the shift from premise to cloud want to know they are getting a good return on their investment. Sometimes migrations are not beneficial, not because of the technology, but because of the people or process. That is why it is essential to determine if the users are adopting the communication channels you provide for them. It is not enough to simply mandate use and provide training on the new tools. Companies need a way to actively monitor, measure and manage collaboration metrics. The cost of this is typically much lower than the initial investment but is paramount to ensuring expected return on investment.

A manager’s perspective on a successful adoption can vary drastically based on the metrics they use, the goals they set, and the stakeholders of whom they want to change behavior. There are almost infinite amounts of use cases. The goal is to determine if the new technology is increasing employee productivity and/or customer engagement.

Let’s consider the importance of measuring user adoption in two of the many possible scenarios.

ABC Company now wants people to use their new messaging feature in their collaboration system exclusively to chat internally to free up agent’s phone lines. Who is not following the wishes of management?

XYZ Company has just established an additional queue for scheduling car washes. Are customers using this queue appropriately?  Or are they having to be rerouted into this new queue? Do they need more agents?  Are potential customers abandoning their calls?

Full visibility of a collaboration system will speed up the adoption rate of even the slowest adopters, helping your company stay ahead of the curve.

Shadow All-In-One Analytics offers a cloud-based solution for capturing, processing, reporting, and archiving transactions across all configurations including single and federated deployments. 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.

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

Discover how we can help you manage these popular brand(s) and many others:


   

 

 

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

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