Wednesday, December 2, 2015

Shadow CMS Enterprise for the Cloud - Collaboration Management Anywhere, Anytime!

Resource Software International Ltd. (RSI) offers a fully cloud-based alternative to traditional on premise enterprise communication management. Shadow CMS Enterprise is a total unified communication management solution that can be implemented on a desktop, within the enterprise or in the cloud.

Customers have the option to virtualize their environment on a secured server in the cloud. This approach eliminates the need to invest in in-house infrastructure, hardware and maintenance plans. The software resides in a private cloud accessible only through a secure tunnel. RSI technicians will deploy and maintain the system for a fixed annual fee. There is no need to worry about software bug fixes and enhancements. The system is maintained and configured with the latest updates.

Shadow CMS Enterprise for the Cloud may be deployed in environments with any combination of traditional PBX, hybrid, IP and hosted communication servers for truly consolidated telecommunication management available anywhere, anytime!

Visit our cloud solutions pages on our website

Friday, November 27, 2015

RSI Exhibiting at Avaya IAUG Engage 2017 in Las Vegas, NV - Feb 12-15.

Avaya ENGAGE 2017 is where Avaya users from around the world connect to solve the business challenges of tomorrow. Get inspired by stories and case studies from visionary keynotes. Acquire knowledge from industry experts and thought leaders that will help you achieve maximum value from your Avaya solutions. Address today’s critical business challenges through roundtable discussions, hands-on workshops and one-on-one Avaya support.

AVAYA IAUG ENGAGE 2016 | Feb 12-15, 2016 | Las Vegas, NV

FInd out more at:

Friday, November 20, 2015

RSI Exhibiting at Enterprise Connect 2016 in Orlando, FL - Mar 7-10

Enterprise Connect 

For over 25 years, Enterprise Connect, the industry’s premier event, has presented market and thought leaders, comprehensive analysis, in-depth technical sessions and the largest and broadest exhibition focused on systems, software, services, and applications.
Everything at the event is focused on one overriding goal: To help you maximize your investments in communications and collaboration systems, services, apps and networks.

Why You Should Attend

  1. Meet with thought leaders and market movers: From the keynote lineup to our workshops, deep dives and breakout sessions, you'll hear from independent analysts and consultants, leaders of all the major equipment, software and services providers, and pioneering enterprise executives.
  2. Assess the impact on your organization: Our in-depth sessions go beyond technical discussions, to include analysis of how new technology changes business and organizational relationships.
  3. The Enterprise Connect Exhibition Hall is the ONLY place where you can see 180+ major system and software vendors and their products and services in one location

Resource Software International Ltd. (RSI)

Resource Software International Ltd.(RSI) is a world leader in harnessing collaboration metrics to track, monitor and manage the performance of network facilities resulting in a more dynamic, responsive and productive communication ecosystem. The company offers a total unified communication management solution with modules for call center activity, IM compliance, emergency notification, quality of service, traffic metrics, CRM integration, billing and call detail reporting.


Products/Services Offered

Cloud-Based Services
Communications and Collaboration Software --Communications End User Devices
Contact Center
Call Accounting
Call Recording

Friday, October 9, 2015

RSI is a Silver Sponsor of Cisco Collaboration Summit in San Francisco, CA - Dec 7-10, 2015

Founded in 1990, RSI develops, manufactures and distributes total unified communication management solution bundles for every enterprise. RSI is focused on providing Cisco customers with training and resources that offer insight about the health of their communication ecosystem.

Thursday, May 7, 2015

RSI to Unveil ISV Tested Collaboration Analytics Software at CiscoLive 2015

Thursday, April 23, 2015

RSI Introduces Historical and Real Time Metrics for Mitel MiVoice Office 250

The Mitel MiVoice Office 250 (formerly Inter-Tel or Mitel 5000) offers basic call queuing known as Unified Call Distribution groups (UCD).  Extensions can be granted membership in a group and will be automatically offered calls.

For more advanced queuing features, customers can purchase the Mitel MiVoice Office 250 Automatic Call Distribution (ACD) license.  This gives them additional queuing functionality including:
  • Agents can login to any phone
  • Agents can enter additional modes (work not ready)
  • Hot desking
  • Enhanced call routing options/capabilities

Resource Software International Ltd (RSI) offers Shadow CMS Enterprise and Shadow RTD Real Time Dashboard that integrate with Mitel MiVoice Office 250 to provided historical and real time collaboration intelligence to communication managers including:
  • Full cradle to grave reporting
  • Contact Center reporting on both UCD and ACD queues
  • Agent state reporting including login/login/work not ready times
  • Voicemail reporting
  • Automatic user names and extensions configuration
  • Call accounting and call billing


Shadow RTD requires a System OAI Events License (Approximate end user cost $300USD).  This license must be active and enabled.

Note:  Both Shadow CMS and Shadow RTD are compatible with both Mitel MiVoice Office 250 UCD and ACD module queues.


Tuesday, March 10, 2015

RSI Celebrating 25 Years of Excellence Creating Communication Management Solutions

March 1, 2015 marked a very special milestone for Resource Software International Limited (RSI).  The company was founded exactly 25 years to the date. Little did two young entrepreneurs know that a basement operation, boasting a 286 PC, a dot matrix printer and two-line telephone, would spawn a global brand deployed in over 14000 locations. Customers include Fortune 500 companies, hospitality chains, government agencies, sports and leisure organizations, educational institutions and healthcare providers.

In 1990, Rito Salomone and Steve Cummings, childhood friends who attended grade school, high school and university together took a calculated gamble founding a company in the growing field of telecommunications. It was a time when telephone call control and cost recovery were at the forefront of the minds of communication managers, comptrollers, hoteliers and professional firms. The cost of long distance calls, if left unchecked, could cripple a company. There was a growing need for accountability and reconciliation of telecom changes. There were few affordable management tools available to small business and enterprise alike. Resource Software International Limited was born.

The company quickly found a niche offering telecom expense management services. There was great competition after telecom deregulation. This meant that long distance providers desperately needed tools to differentiate their long distance services over the competition. RSI offered carrier comparison analytics using scanned telephone invoices. RSI leveraged internally developed technology to allow discount providers to demonstrate the savings they offered using concrete historical data. This technology would later become the kernel of their first commercial product.

In 1992, the company's flagship application, Telecost voice & data management call accounting software, was released for use on disk operating system (DOS). Adoption ramped up slowly due to the company's limited resources, poor visibility and few resale partners. However, some key industry wins including a fortune 500 insurance company, a major hospitality chain and an alliance with a large telecom gear provider vaulted RSI into prominence.

In the mid 1990s, RSI developed relationships with several major telephone companies, equipment manufacturers, property management companies and cost recovery specialists. By 1998, the growth of Telecost for Windows (later rebranded as Shadow CMS Enterprise) was exponential. The company was consistently exceeding double digit growth projections and became a key player in telecom expense management. Partner relationships with key equipment manufacturers gave RSI credibility and greater reach in major markets.

The RSI product spectrum was properly designed for the fast approaching year 2000 date apocalypse. The year leading up to that famed milestone date forced telecom managers around the globe to upgrade call accounting and telecom billing systems. This was a major opportunity for RSI to rip and replace dated competitor systems that did not adhere to the millennium compliance.

In August 2000, RSI acquired the assets of Revolution Software, a call accounting company formerly located in Needham, MA with a strong partner roster that included major telephone companies and service providers. RSI folded the portfolio into its own offerings and expanded its international presence with new solutions for instant messaging, customer interaction and business automation.

In May 2007, RSI acquired MerAssistant, from PBXInfo LCC, located in Dallas, TX. MerAssistant (later renamed to Shadow SA), was a switch management application for moves, adds and changes (MACs) to telephony equipment. Still available today as Shadow SA Switch Administrator, the product was added to the company's growing spectrum of communication management solutions. Shadow SA became popular among telecom managers because it often removed the need for expensive calls to technicians for minor equipment configuration changes.

In December 2007, RSI launched a new hosted call accounting service becoming one of the first cloud based telephone call tracking offering. This service was aimed at small business customers with limited resources that required telephone reporting. The subscription model made it affordable to customers of all sizes. In October 2008, RSI added a series of online website portals for tracking, managing and sending text and mobile messages.

From its early roots, the RSI portfolio has undergone numerous iterations as our products have evolved from a single processor single thread infrastructure to a enterprise grade, desktop and cloud based, distributed architecture, SQL engine, multi-site total unified communication management solution.  SHADOW CMS Enterprise has been deployed in various industry segments including healthcare, hospitality, retail, professional and general business environments. Today, RSI specialists provide products, training and resources that manage, control and reduce the expense of an entire communication ecosystem.. Our products are internationally accepted and lab tested by global equipment manufacturers including Avaya, Cisco, ShoreTel, Mitel, Adtran and Digium.

In February 2015, RSI unveiled a new responsive website to coincide with its 25 anniversary year and the launch of several new cloud based variations of our popular portfolio.  We hope to continue building great solutions that enhance your productivity and beef up your bottom line for many more years.  

Thank you to our partners and our customers for your allegiance.

Visit us at

Friday, February 20, 2015

Shadow CMS Enterprise Call Accounting now an exclusive Cisco SIP Approved product

RSI is an active member of the Cisco Preferred Partner Solution program. The Cisco Solution Incentive Program (SIP) is designed to reward partners for developing and selling integrated solutions that solve customer's business problems using SIP Approved products.

More here

Managing Your Entire Communication Ecosystem With Call Accounting Software from RSI

The continually evolving communication landscape demands more dynamic solutions that employ a broad spectrum of enterprise, virtualization and cloud technologies. Communication ecosystems tend to be complex webs of integrated solutions, from various vendors, tailored to satisfy the business needs of the organization. It is imperative that proper attention is placed on monitoring the health of these systems to ensure proper operation, meet specific customer engagement standards and measure productivity. Communication managers are demanding total unified communication management solutions to identify bottlenecks, control misuse/abuse, improve customer interaction, prevent system hacks and proper operation of communication facilities. A robust solution will lead to a more proactive approach to communication management ensuring rapid response times to network issues and uninterrupted performance of the business lifeline.

Shadow CMS Enterprise offers communication managers a comprehensive all-in-one solution to managing the entire communication ecosystem including:

     Unified Communication Hub
     Call Accounting and Billing
     Centralized Consolidated Singe/Multi Site Reporting
     Cradle to Grave Reporting
     Historical Call Center Reporting*
     Call Recording Playback
     Voice Mail Playback
     CRM Integration Reporting
     Corporate Cost Allocation
     Subscriber/Extension Detail
     Peak Hour and Traffic Analysis
     Integration to 3rd Party Billing Systems
     Deploy On Premise or in A Secure Private Cloud

     Real Time Call Center Analytics Dashboard

Find out more at:!/url=shadow.php

Contact us:

*subject to manufacturer availability and feature implementation

Wednesday, February 11, 2015

Cradle to Grave Reporting - A Central Component of RSI Call Accounting Software

The success of a business is often directly related to the health and performance of their communication facilities. Many companies deploy call accounting software to analyze call activity, reconcile invoices, control misuse/abuse and perform corporate roll ups. Traditional call accounting metrics often fail to measure system performance and customer experience.

Cradle to grave logs can be leveraged to harvest more insightful communication information including ring time, transfers, hold time, conference and talk time. These granular statistics allow communication managers to maintain, fine tune or upgrade communication facilities. Most call centers would be oblivious to system bottlenecks, hardware failures and improper call handling without cradle to grave call accounting.

Effective use of cradle to grave reports allows organizations to analyze:

Call Handling - By studying cradle to grave call history, communication managers determine number of transfers, hold time and talk time. Maximizing the customer experience is extremely important in differentiating a business against their competition.

Quality Assurance - For most businesses, it is imperative that agents adhere to the company gold standards in customer care. An effective cradle to grave solution will provide a mechanism for managers to listen to call recordings and/or voice mails. This will allow them to address customer complaints, fine tune corporate policies and provide additional training to agents.

Staffing Requirements - Skill set-based reports empower communication managers to track call volumes, patterns, peak times and distribution, allowing them to monitor efficiency and make informed decisions on staffing and agent skill levels.

Hardware Configuration – Reviewing the frequency of abandoned calls, ring time and call lengths can uncover system failures, ineffective hardware configurations and peak hour bottlenecks. This information can be transformed into concrete decisions about hardware performance and migration strategies.

Resource Software International Ltd. (RSI) offers total unified communication management solutions that address the comprehensive needs of communications managers. Shadow CMS Enterprise is a robust application that includes cradle to grave analysis, historical call center reporting, call recordings and voice mail playback, real time agent/queue dashboard* in addition to traditional call accounting. This all encompassing solution is available for the enterprise on the desktop or in the cloud.

RSI is internationally recognized as a leading provider of total unified communication management solutions. Our offerings encompass voice, data, contact center, mobile and cloud solutions. RSI is committed to helping our customers maximize all of their communications technology investments though systematic proactive management of their communication facilities. RSI specializes in harnessing telecom metrics to track, monitor and manage the performance of network facilities resulting in a more dynamic, responsive and productive communication ecosystem.


*Subject to the availability of relevant call detail/call center and real time event logs on your communication server, IP PBX or telephone system.


Monday, February 2, 2015

RSI unveiling its latest Cloud and Enterprise Call Accounting at SPS Sales Summit 2015

The SPS Sales Summit provides a forum for the SPS team to network with strategic partners to understand how the SPS Vision, Mission and Goals map to our 2015 strategy and execution.
The theme, POWER the VISION, reflects the important role each team member and partner plays in positioning SPS as the leading Unified Communications System Integrator.

Based on feedback from previous years –  SPS has made enhancements to facilitate greater engagement between the SPS team and our valued partners. We have designed the agenda to be more self-directed, so our diverse group of attendees may access the information they seek to grow their skills. 

The event agenda covers SPS core lines of business: Collaboration, Contact Center, Video, Core Voice & Messaging, and Converged Infrastructure/Virtualization. Your message will reach our Enterprise, Mid-Market, and Technical Engagement audiences.

RSI is a strategic partner of SPS in the field of total unified communication management. we will be demonstrating our latest solutions for call recoding and voice mail playback,  real time dashboard, cloud call accounting,  CRM integration and emergency notification.  

Visit our website at

Event Website

The Sponsor Engagement Website provides event flow, sponsorship levels, logistics and other valuable information to assist you in preparing for this event

Voice Mail Playback and Call Recording Playback for IP Office using RSI Call Accounting Software

In our quest to bring Avaya customers the very best in total unified communication management solutions, RSI is adding voice mail playback to its flagship call accounting offering! 

Resource Software International Ltd. (RSI) is now offering its flagship Shadow CMS Call Accounting software which includes single / multi-site call detail, real time call pricing, historical call center reporting,  cradle-to-grave detail/summaries, corporate cost allocation, ad-hoc queries, call recording playback and now voice mail playback.

Listen to your Avaya IP Office voice mails and call recordings using your RSI Shadow CMS Call Accounting software.  Using our intuitive online communication quick view hub customers can quickly review from cradle-to-grave communication activity including transfers, conference attendees, call recordings and now voice mails. For a more detailed analysis, historical reports can be produced to better understand network performance, call handling patterns and workforce requirements.

Tuesday, January 27, 2015

Resource Software International Ltd. (RSI) Introduces New Communication Management Website

Resource Software International Ltd. (RSI) has introduced a brand new look to its website with content intuitively available within its multi-device compatible framework.  Access the site from your desktop, tablet or mobile device and the site will give you the best possible experience.

Check it out -