Resource Software International Ltd. (RSI) announced today that its scalable Shadow CMS Enterprise has added historical Workgroup Reporting support for ShoreTel IP Telephony solutions. The historical reporting component can be deployed as a standalone application or adjunct to Shadow CMS Enterprise.
See product brief.
Shadow CMS Enterprise is a total communication management solution that consolidates communication usage data to assist managers in monitoring, controlling and migrating infrastructure. The new Call Center Reporting module offers ShoreTel customers the ability to analyze metrics about their communication facilities and offers call center agents immediate feedback. Companies can improve contact center performance by systematically analyzing historical data and fine tuning their workforce and communication ecosystem.
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