Call Center Reporting for BCM
Is your company handling calls efficiently using Nortel BCM Call Center?
Most organizations pride themselves in providing customers with answers quickly and efficiently. A properly working call center can distinguish your business and provide a competitive advantage. An overloaded, inaccurate or malfunctioning call handling system could spell disaster. Now you can make intelligent workforce, skill set and network planning decisions with concise system metrics. SHADOW Call Center Reporting for BCM gives you a powerful means of deciphering the reams of information produced by your telephone system call center statistics. 
SHADOW CMS Call Center Reporting enables administrators to effectively plan and manage their call center resources, improve customer experience and maximize their bottom line. A properly functioning and intelligent call center can allow a minimal number of agents to field a large volume of calls.
Today’s telecom managers are charged with making sure their communication facilities are functioning effectively. RSI offers a total unified communication management solution (TUCMS) that includes reporting under one umbrella for call accounting, call center, voice mail, auto attendant, hunt group and IVR. Talk to us about TUCMS! 
A powerful query builder and graphical reports provide easy to read at-a-glance call center statistics that highlight busy hours, peak times, agent performance and lost or abandoned calls. According to industry reports, the implementation and proper maintenance of an intelligent call center can reduce abandoned calls by up to 15 percent, lower inbound 800/888 costs by 10 percent and increase employee productivity by up to 40 percent.
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