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.

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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

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*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.