Resource Software International Ltd. (RSI) announced recently that its scalable Shadow CMS Enterprise has added historical Call Center Reporting support for Digium SwitchVox IP PBX. The historical reporting component can be deployed as a standalone application or adjunct to Shadow CMS Enterprise.
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 Switchvox 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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