Resource Software International Ltd. (RSI) announced recently that its scalable Shadow CMS Enterprise has expanded its historical Call Center Reporting support for Avaya IP Office and BCM SME communication systems. The historical reporting component can be deployed as a standalone application or adjunct to Shadow CMS Enterprise. For Avaya IP Office, RSI offers hunt group and contact center metrics and similarly for Avaya BCM RSI offers enhanced call center reporting.
Shadow CMS Enterprise is a total communication management solution that consolidates communication usage data to assist managers in monitoring, controlling and migrating infrastructure. The new Call Center Reporting module offers Avaya customers the ability to analyze metrics about their communication facilities and offers call center agents immediate feedback. Companies can improve contact center performance by systematically analyzing historical data and fine tuning their workforce and communication ecosystem.
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