Avaya / Nortel Compliant Solutions

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Administration

Call Accounting, Hotel Billing, Telephone Reporting, IVR Reporting, ACD Reporting

 
Enhanced BCM Reporting

Communication facilities are the lifeline of most successful businesses and often the most taxing expenditures. Successful enterprises constantly evolve and adopt the latest technology to enhance their customers’ experience. 

SHADOW CMS provides the necessary tools to allow administrators to forecast, monitor andallocate communications management expenses.  Never before has there been a truly consolidate mechanism to analyze CDR, CCR, Voice Mail, Hunt Groups and IVR under one roof!

 
Find out where customer calls are routed, what prompts are being selected in your auto attendant tree or how many calls went to voice mail?   SHADOW cms  w/Enhanced BCM Reporting does it all. 

 

Gage the performance of all your facilities for better workforce management, customer service and network performance.   Utilize statistics from CDR, CCR, Voice Mail, Hunt Groups and IVR for network planning and troubleshooting.   Find out how your communications facilities are performing and respond quickly.
 
 

 

 

How many calls are being abandoned, ring busy or ultimately answered?   You can easily establish calling patterns from studying your Hunt Group information.  
    

Do you have a Call Center?   
As part of our Total Unified Communication Management Solutions (TCMS) commitment, RSI now offers end to end call center reporting for BCM.   This additional module is fully integrated with SHADOW CMS or can optionally be implemented separately.   Manage your agents, analyze skill set levels and forecast staffing requirements using SHADOW CMS BCM Call Center Reporting.

  BCM Call Center Reporting

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