Monday, November 30, 2020

Why should your business utilize real-time dashboards?

A dashboard is effective at consolidating a company’s most valuable KPI’s into a simple view. Managers can, in real time, make important decisions without having to run multiple reports and consolidate information manually. A properly set up dashboard is very effective in giving an accurate snapshot of business operations. This is essential in today's environment where customers demand real time answers and expect a certain level of empathy for their requests. If a customer is saddled with bottlenecks, busy signals, long wait times and unanswered messages, it is likely the customer will look elsewhere. A dashboard provides the opportunity to correct ineffective processes quickly, and at its core.

Resource Software International offers fully customizable dashboards, with access to countless pre-set widgets. Managers can determine what is most important to them to determine the health of their collaboration system. Not only can a user monitor standard call wait times and response rates, but they can also determine how successfully consumers were serviced with instant messaging and video chat services. These customizable dashboards give a total picture of all major channels of communication within a given time period.



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




Thursday, November 12, 2020

Shadow All In One Analytics compatible with Avaya Cloud Office

 

  • Shadow All In One Analytics (a.k.a Shadow CMS Enterprise v 5.2.3) is compatible with Avaya Cloud Office (ACO)
  • Shadow solutions help businesses track, monitor and manage their collaboration ecosystem

OSHAWA, Ontario — November 12, 2020 — Resource Software International Ltd. (RSI), a leading provider of all in one communication management solutions for every enterprise, today announced that its Shadow All In One Analytics (formerly Shadow CMS Enterprise v 5.2.3) is compliant with Avaya Cloud Office powered by RingCentral. Avaya is a global leader in enterprise communications systems, software and services. 

Shadow All In One Analytics helps businesses curb misuse, reconcile telecom expenses, highlight detrimental quality of service, discover system hacks and manage the health of their communication networks. The application now is deemed compatible for use with Avaya Cloud Office.

"RSI is delighted our core solution Shadow All In One Analytics has demonstrated compatibility with Avaya Cloud Office. Over the years, Shadow has been continually developed to meet the high standards of interoperability with Avaya platforms. We offer the broadest range of compatible analytics solutions for Avaya telephony platforms for various industry segments including hospitality, health care, education, government, retail and general business," said Rito Salomone, President, RSI. "Shadow helps our mutual customers enhance security, maximize efficiency and productivity, track and analyze networks, and forecast, monitor and allocate communications management expenses."

RSI is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.  


About Resource Software International Ltd. (RSI)

Founded in 1990, Resource Software International Ltd. is a developer, manufacturer and distributor of collaboration analytics solutions. The company offers a wide range of products including: call accounting, contact center dashboards, cradle-to-grave analysis, adoption analytics and emergency notification. RSI has distributors in North America, Europe, Caribbean and Middle East.  As an Avaya DevConnect Technology Partner, RSI is focused on providing Avaya customers training and resources that offer insight about the health of their communication ecosystem.


For more information visit https://www.telecost.com/aco


Tuesday, November 10, 2020

Shadow All In One Analytics for Healthcare

The global pandemic and varying lockdown safety measures have imposed barriers on traditional ways of service delivery. Nowhere is it more critical than in the health care segment. Patients and concerned citizens are engaging remotely with healthcare professionals in unprecedented numbers. 


A Deloitte 2020 Survey of US Health Care Consumers showed a change in consumer behavior due to the ongoing threat of the Covid-19 pandemic. There are three key takeaways:

1.      “Consumers are using virtual visits more than ever before and plan to continue using them.”

2.      “More consumers are using technology for health monitoring and are willing to share their data.”

3.      “A trusted clinician relationship remains paramount.”

Shadow All In One Analytics from Resource Software International Limited (RSI) allows communication managers to get meaningful insights about their ecosystem. This information is vital to smoother operations of perhaps the most important service sector.

Due to Covid-19 restrictions and personal precautions, consumers are more likely to engage with a physician via collaboration systems. At the same time, health care professionals will need to retain trusted relationships with their clients. It is crucial that healthcare agents can service patients virtually, both effectively and securely in a timely manner. Doing so will improve patient care, customer retention, and free up time to address the needs of others.

Shadow A1 can be used to provide both historical and real time reporting for agents and queues. Communication managers can have an insight on what their agents are doing to ensure that they are meeting service level agreements. Queue reports can show specific customer wait times, display queue activity by hour of the day, identify abandoned calls and alert authorized personnel if specific goals are not met. Cradle to grave reporting allows a user to see every leg of a call, tracking activity of a call journey. Managers can get a real time insight of the current calls in queue, agents logged on, longest call waiting, etc. through customizable intuitive dashboards. These metrics help managers diagnose their call center environment in real time to determine bottlenecks, manage agents and meet compliance standards.

Many health care organizations are subject to regulatory standards that can only be measured by a robust collaboration analytics solution. Millions of call records can be stored and processed from any time period. Users can create queries for specific time frames, phone numbers, agents, queues, SLA ranges and/or a vast array of other variables. These metrics can then be fed to spreadsheets, business intelligence tools and patient management applications.

Shadow All In One Analytics offers a consolidated multi-pronged approach to the analysis of varied modes of communication and diverse premise and cloud landscapes including messaging, video and phone. 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.

About RSI

Resource Software International Ltd. (RSI) Is recognized globally as a leading provider of collaboration management solutions for every enterprise. The pandemic shutdown has highlighted the importance of linking with colleagues to collaborate from anywhere. In healthcare, the ease of communication is the most essential component in helping patients from a distance. RSI partners with communication providers to deliver all in one analytics, allowing communication managers to manage remotely.

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