Shadow All In One Analytics for RingCentral

 

Shadow All-In-One Analytics for RingCentral offers a cloud-based solution for capturing, processing, reporting, and archiving transactions across all RingCentral 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, remove bottlenecks, reconcile expenses, facilitate team collaboration, improve customer experience and empower productivity.

Cradle-to-Grave Call Tracking & Call Accounting

Shadow All-in-One Analytics provides cradle to grave management reports which highlight long duration, missed calls, excessive cost, and IVR routing summaries. All activity may be pinpointed to a particular agent, extension, voice mailbox, hunt group, endpoint, or corporate level.  Hundreds of pre-canned report templates can be generated to meet regulatory compliance standards, perform long term trend analysis, and accelerate adoption. A powerful report builder can be utilized for unlimited other templates.  

RSI also offers professional services for custom reports/views such as IVR Prompt Summary, Federated Account Consolidation, and Real-Time Dashboards tailored to customer specifications. All reports can be scheduled and automatically delivered to authorized personnel.

Historical & Real-Time Agent/Queue Dashboards

Shadow All-In-One Analytics can utilize historical metrics for any time period to create trend line analysis of customer experience accounting for seasonal change, workforce levels, and business growth. Real-time metrics from agent and queue activity are presented in dynamic customizable dashboards that can be presented on wallboards or desktops. These dashboards empower supervisors with instantaneous metrics about their communication facilities and offer agents immediate feedback. 

Team Collaboration (Messages, Video, and Phone)

Shadow All-in-One Analytics utilizes RingCentral APIs to gather collaboration metrics for messages (SMS, Fax, VM, Tasks), meetings, and calling activity. Managers now have the ability to monitor, measure, and manage their entire ecosystem in one place. Tailored dashboards can present current call center activity, number of meeting by host or participants, most actively posting teams, and total call activity. There are hundreds of potential widgets that can be configured to meet the customer use case.  

Alert & Emergency Notifications

Triggers can be defined to alert on specific agent status, service levels, wait times, abandoned calls, user inactivity, or 911 emergencies. Managers can view statistics for multiple communication facilities from one browser or be alerted via email, text message, audible alarm, lamplight, screen flash, network broadcast, or team collaboration spaces. Utilizing a REST-ful API, Shadow A1 notification messages can be sent to most compliant (and IFTTT ready) solutions anywhere.

Call Recording Queries & Playback

Call recordings are coupled with the call detail records and stored for future queries and or playback. The messages and their transcriptions (if available) are stored for any time period as dictated by corporate policy and compliance. Recordings can be searched based on the number dialed, date, time, duration, sentiment, and/or query tags.

Add Call Center Functionality

Optionally, add Shadow Agent for RingCentral also available in the RingCentral App Gallery. Shadow Agents allows users to add disposition codes, AUX Codes (i.e. bathroom break, on lunch), account and verified account codes, presence override by management, and leaderboards.

Benefits

Accelerate digital transformation helping to lower costs, identify fraudulent network usage and increase adoption of collaboration systems by examining all communication activity including voice, video and chat.

Highlight quality of experience allowing for workforce, training and network adjustments that can result in more efficient communications and lower communication costs.

Monitor agents in real-time and improve customer interaction enabling administrators to highlight bottlenecks and overflows as well as track response times which can result in a more dynamic and effective communication ecosystem.*Enhance public safety in case of emergencies by providing corporate officials and first responders with critical on-premise location information. 

About RSI

Resource Software International Ltd. (RSI) is a world leader in producing products, training and resources that proactively manage, control and reduce the expense of communication facilities resulting in a more dynamic, responsive and productive communication ecosystem.  RSI is a RingCentral ISV Premier Partner.

Requirements

1. Browsers: Firefox, Chrome, Safari and Microsoft Edge
2. (Please consult with RSI to discuss compatibility with other internet browsers)
3. RingCentral MVP Admin Account username and password to access RC APIs
4. For Video and Meetings, you must have RingCentral Video enabled.
5. For some call handling, queue management features, you may require the RingCentral MVP Premium license
   

https://link.telecost.com/shadowa

#PRESS #RSI  

Shadow All In One Analytics for Avaya Cloud Office

Shadow All-In-One Analytics for Avaya Cloud Office offers a cloud-based solution for capturing, processing, reporting, and archiving transactions across all RingCentral 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, remove bottlenecks, reconcile expenses, facilitate team collaboration, improve customer experience and empower productivity.

Cradle-to-Grave Call Tracking & Call Accounting

Shadow All-in-One Analytics provides cradle to grave management reports which highlight long duration, missed calls, excessive cost, and IVR routing summaries. All activity may be pinpointed to a particular agent, extension, voice mailbox, hunt group, endpoint, or corporate level.  Hundreds of pre-canned report templates can be generated to meet regulatory compliance standards, perform long term trend analysis, and accelerate adoption. A powerful report builder can be utilized for unlimited other templates.  

RSI also offers professional services for custom reports/views such as IVR Prompt Summary, Federated Account Consolidation, and Real-Time Dashboards tailored to customer specifications. All reports can be scheduled and automatically delivered to authorized personnel.

Historical & Real-Time Agent/Queue Dashboards

Shadow All-In-One Analytics can utilize historical metrics for any time period to create trend line analysis of customer experience accounting for seasonal change, workforce levels, and business growth. Real-time metrics from agent and queue activity are presented in dynamic customizable dashboards that can be presented on wallboards or desktops. These dashboards empower supervisors with instantaneous metrics about their communication facilities and offer agents immediate feedback. 

Team Collaboration (Messages, Video, and Phone)

Shadow All-in-One Analytics utilizes RingCentral APIs to gather collaboration metrics for messages (SMS, Fax, VM, Tasks), meetings, and calling activity. Managers now have the ability to monitor, measure, and manage their entire ecosystem in one place. Tailored dashboards can present current call center activity, number of meeting by host or participants, most actively posting teams, and total call activity. There are hundreds of potential widgets that can be configured to meet the customer use case.  

Alert & Emergency Notifications

Triggers can be defined to alert on specific agent status, service levels, wait times, abandoned calls, user inactivity, or 911 emergencies. Managers can view statistics for multiple communication facilities from one browser or be alerted via email, text message, audible alarm, lamplight, screen flash, network broadcast, or team collaboration spaces. Utilizing a REST-ful API, Shadow A1 notification messages can be sent to most compliant (and IFTTT ready) solutions anywhere.

Call Recording Queries & Playback

Call recordings are coupled with the call detail records and stored for future queries and or playback. The messages and their transcriptions (if available) are stored for any time period as dictated by corporate policy and compliance. Recordings can be searched based on the number dialed, date, time, duration, sentiment, and/or query tags.

Add Call Center Functionality

Optionally, add Shadow Agent for Avaya Cloud Office also available in the Avaya Cloud Office App Gallery. Shadow Agents allows users to add disposition codes, AUX Codes (i.e. bathroom break, on lunch), account and verified account codes, presence override by management, and leaderboards.

Benefits

Accelerate digital transformation helping to lower costs, identify fraudulent network usage and increase adoption of collaboration systems by examining all communication activity including voice, video and chat.

Highlight quality of experience allowing for workforce, training and network adjustments that can result in more efficient communications and lower communication costs.

Monitor agents in real-time and improve customer interaction enabling administrators to highlight bottlenecks and overflows as well as track response times which can result in a more dynamic and effective communication ecosystem.*Enhance public safety in case of emergencies by providing corporate officials and first responders with critical on-premise location information. 

About RSI

Resource Software International Ltd. (RSI) is a world leader in producing products, training and resources that proactively manage, control and reduce the expense of communication facilities resulting in a more dynamic, responsive and productive communication ecosystem.  RSI is a RingCentral ISV Premier Partner.

Requirements

1. Browsers: Firefox, Chrome, Safari and Microsoft Edge
2. (Please consult with RSI to discuss compatibility with other internet browsers)
3. Avaya Cloud Office Admin Account username and password to access RC APIs
4. For Video and Meetings, you must have RingCentral Video enabled.
   

#PRESS #RSI 

RSI Attending RingCentral Sales Kick Off 2023

RSI is delighted to attend the RingCentral Sales Kick Off 2023 as a sponsor.

This meeting is designed to bring together more than 1000 of  the RingCentral global field sales organization in an atmosphere of learning, collaboration, and fun.

The event is scheduled for January 24-26,2023 at the new Resorts World Las Vegas hotel.

RSI will be demonstrating our latest enhancements and additions to our popular Shadow product family integrations with RingCentral MVP.

If you are a RingCentral colleague attending the event, drop by to say hello!

Check us out on the RingCentral App Gallry

https://link.telecost.com/shadowa1

#EVENT  #EXPIRE:80

Potential Service Disruption for Shadow All In One Analytics Cloud Customers

October 30, 2022, 2:00 PM ET  

Symptoms:  

Unable to access your Shadow All In One Analytics portal.

Problem:
Starting October 27, 2022, at approximately 9:00 am EST, several customers of Shadow All In One Analytics report being unable to log in.

RESOLVED:

OCTOBER 30, 2022 - 2:00 PM ET - SERVICE INTERRUPTION RESOLUTION

Last week, Starting Thursday and intermittently on Friday, some RSI customers experienced portal access and some data loss due to faulty network services and routers. We resolved the issue by porting affected customers to new servers over th last 72 hours.

A handful of customers may not see some recent recordings or data which can generally be retrieved from our archives and backups.  

Contact our support services to fine tune your system if you notice discrepencies or login issues.

OCTOBER 28, 2022 - 2:00 AM ET - SERVICE INTERRUPTION UPDATE

Some customers are experiencing intermittent outages to their portal access. Our engineers and service provider engineers have identified the problem and taking corrective action. Several customers were impacted and are being migrated to different AWS servers. There are still a few dozen expected to have issues for the next 48 to 72 hours. We are working hard to resolve this issue (related to both hardware and software network services). In many cases, this has required a tear down and rebuild of some images. We continue to work diligently and will update regularly on progress.

OCTOBER 27, 2022 - 9:00 AM ET - INITIAL REPORT

Some customers may be experiencing intermittent outages to their portal access. Our engineers are working to identify the source of the incidents with our providers.

12:00 PM ET - Some customers may be experiencing intermittent outages to their portal access. Our engineers have discovered the source of the cause. Action is being taken to rectify the problem.

2:00 PM ET - Some customers may be experiencing intermittent outages to their portal access. Our engineers are reactivating network services, reconfiguring systems and restoring backups. Affected customers may will be activated in sequence.

RSI Support Services.

support@telecost.com

#NOTICE #EXPIRY:30

Why Collaboration Management 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 system 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

#BLOG #RSI #POPULAR