Resource Software Int'l Ltd. (RSI)
Communication managers have always had the unenviable task of stretching funds while maximizing tightly controlled budgets. They must walk a tightrope to effectively manage current facilities while identifying and implementing new and innovative solutions that enhance business communications, improve the customer experience and increase productivity.
Traditional telephone reporting was generally based on a basic call log that provided nuggets of valuable information such as date, time, duration and digits dialed. This information could be monitored, processed and stored in a database for detailed reporting. In a complex ecosystem managers are often unaware of misuse, detrimental quality of service and or system hacks that can cause irreparable damage to the reputation of the organization and the bottom line. Shadow CMS Enterprise can help shield companies from system overload and fraudulent activity.
A comprehensive total unified collaboration management system can pinpoint bottlenecks and suspicious activity, formulate migration strategies and control telecom spend. Shadow CMS Enterprise enables organizations to unify communication facilities under one umbrella and consolidate communication metrics (inc. call accounting, call center (UCCX), Jabber, WebEx, and quality of service) to effectively manage their entire ecosystem.
Shadow CMS Enterprise can help reconcile carrier invoices with business activity. Some businesses make it a practice to bill employees for excessive non-business and long distance calls. In many cases, the call accounting system acts as a watchdog and reduces personal activity. This results in more right to business calls and greater productivity. Some studies suggest that proper telecom accountability can result in a 10% to 30% savings in telecom expenses. With the adoption of IP-based telephone systems over traditional PBX systems, new complexities have arisen that change the way communication metrics are attained. Customers can share facilities and resources across multiple offices in different buildings, cities or time zones. The boundaries present in self contained traditional PBXs are no longer a barrier in dynamic IP-based communication networks. Session Initiation Protocol (SIP) communications allow individuals to be connected to enterprise communication servers from their home office, cottage or anywhere around the globe. Contact centers can be transparently implemented across an enterprise that is physically sprawled in many locations and calls can be distributed without incurring additional long distance charges. Traffic can now be routed over many different channels and can include voice and data multimedia communication. Call detail record logging has become much more elaborate than simply monitoring a serial port for CDR data. Call accounting for today's world needs to bring together the metrics from various communication facilities under one umbrella. These platforms may include mobile/wireless, video and call detail data from traditional and converged communication servers.