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SOLUTIONS FOR...

RingCentral

Since 2003, RingCentral has been breaking down the communication barriers created by complex, on-premise hardware. RingCentral delivers cloud business communications solutions that free people to work the way they want in today's mobile, distributed, and always-on work world. Delivered on a state-of-the-art infrastructure, RingCentral's cloud communication solutions help more than 350,000 customers thrive in a new world of work.

Resource Software International Ltd. (RSI) is a RingCentral Premier Partner offering integration and analytics solutions for calling, meeting and chat activity. RSI offers scalable tailored solutions that go beyond the scope of the out-of-the box analytics on RC platforms that measure, monitor and manage the effectiveness of communication facilities to empower greater productivity for every enterprise!

RSI builds solutions that are compatible with various other RingCentral-powered brands including: Avaya Cloud Office, Atos Unify Office, AT&T Office@Hand, Telus Business Connect, Alcatel Rainbow Office and BT Cloud work.

Shadow All-In-One Analytics

Shadow All-In-One Analytics for RingCentral Office offers a cloud based solution for capturing, processing, reporting and archiving transactions across all RingCentral configurations including single and federated deployments. 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.

Communication managers require a robust solution that encompasses all communications to make proper business decisions and ensure the health of their business lifeline. By leveraging the latest technologies, Shadow All-in-One Analytics empowers enterprises to increase adoption of new technologies, remove bottlenecks, reconcile expenses, facilitate team collaboration, improve customer experience and empower productivity.

Unified Communication Management

Shadow All-In-One Analytics enables organizations to unify communication facilities under one umbrella and consolidate communication metrics (inc. call accounting, call center dashboards, call recording replay, emergency notification, team collaboration, and quality of service) to effectively manage their entire ecosystem on premise or in the cloud.

Benefits of Shadow All-In-One Analytics

  • Curb misuse and abuse, helping to lower costs and reduce erroneous or fradulent network usage.
  • Highlight detrimental quality of service, allowing for network adjustments that can result in more efficient communications and lower network infrastructure costs.
  • Reconcile telecom expenses, enabling administrators to leverage tariff plan negotiations and discover billing errors that may result in cost savings.
  • Monitor agents in real-time, enabling administrators to highlight bottlenecks and overflows as well as track response times, which can result in a more dynamic and effective communication ecosystem.
  • Meet compliancy standards using archived or historical communication data for forensic analysis or litigation discovery.

Scalable Premise or Cloud Deployments

Shadow leverages a web-based interface to offer a common, consistent and intuitive user experience both on premise and in the cloud. The system employs the latest technologies to analyze communication activity from a single point and/or consolidate federated or big data environments with thousands of subscribers.

Shadow All-In-One Analytics

Shadow All-In-One Analytics can operate as a standalone solution or deployed in conjunction with RingCentral Live Reports. The product offers enhanced and or custom historical and real time analytics to customers that require features beyond the scope of out-of-the-box reporting.

Historical Call Accounting & Cradle-to-Grave Tracking

Many organizations struggle with workforce management and productivity. Shadow All-In-One provides hundreds of real time and historical reports/dashboards which highlight Auto-attendant or IVR call path, call volumes, regional distribution, frequently called numbers, corporate rollups and call center metrics.

Communication Metrics

Shadow can consolidate communication metrics from multiple IP/PBX/communication servers and collaboration applications in historical reports that can be studied for patterns, trends, KPIs and workforce management. The activity is diced and presented in custom dashboards, reports or trigger specific actionable events.

Real Time Metrics

Shadow offers various modules that present tailored dashboards and metrics in real time environments such as call centers, health care and mission critical centers. Information can be presented on a desktop, wallboard or delivered to team collaboration spaces, desktop messaging applications and IoT devices (i.e. busy lamp).

Notifications and Report delivery to email, SMS, devices, teams

Flexible Report Designer

Various report formats - Excel, Word, PDF, CSV

Call recording replay

Real Time Agents/Queues Dashboards

The success of most organizations is directly related to their ability to respond to the needs of their customers in a professional and timely manner. A well oiled communication ecosystem and trained personnel are key ingredients in reduced operating costs and greater customer satisfaction. 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. Shadow RTD Real Time Dashboard can monitor one or a complex array of mission-critical communication systems that require uninterrupted performance and availability.

Real Time Triggers and Notifications

Shadow RTD Real Time Dashboard provides supervisors with instantaneous metrics about their communication facilities and offers call center agents immediate feedback. Unique dashboard views can be configured for each user. Widgets can be added, removed, resized and positioned as desired by each dashboard user.

Notifications

Triggers can be defined to highlight and alert on agent status, service levels, wait times, abandoned calls, network failures, user inactivity or security breach. Managers can view statistics for multiple communication facilities from one browser or be alerted via email, text message, audible alarm, lamp light, screen flash, network broadcast or team collaboration spaces. Utilizing a REST-ful API, Shadow notification messages can be sent to most compliant (and IFTTT ready) solutions anywhere.

Shadow Agent

Shadow Agent turbo charges RingCentral Office with enhanced functionality at a fraction of the cost of call center seat licenses. The client adds many of the features that customers demand including disposition codes, forced and voluntary account codes, auxiliary codes, presence override and powerful local Heads-Up Display (HUD).

Enhanced Heads-Up Display Dashboard and Presence Override

Shadow Agent includes a powerful dynamic local Heads-Up Display (HUD) that can be configured to show specific queues, departments, or users. User administrators (or queue managers) have the ability to change the presence status of their teams. This is especially important when users forget to login/out of specific queues or DND states.

Disposition, Activity, or Incident Codes

Shadow Agent allows users to tag calls with disposition codes or labels that indicate the call type, reason for the call, the outcome of the call, and the required action. The metrics can later be dissected to provide better insights into product stability, customer experience or resource allocation.

Forced and Voluntary Account Codes

When using the built-in dialer, Shadow Agent can restrict outbound calls to a range of verifiable account codes (sometimes called client/matter numbers or authorization pin). Failure to enter a valid code will not allow the call to proceed. Forced account codes are generally used in professional environments that want to bill for their time spent on calls. Similarly, Shadow Agent offers voluntary account codes for environments that want to optionally tag a call without call restriction.

Auxiliary Codes & Wrap Mode

Auxiliary Codes (or AUX codes) are used to track the time a RingCentral user has deliberately chosen to not accept calls. Shadow Agent allows for customizable AUX codes such as On Break, Bathroom Break or On Lunch. Timed states can automatically be set for a user after a call. These states are known as Wrap or After Call Work modes.

Enterprise Analytics and Call Center Reporting

Shadow Agent must be coupled with Shadow All In One Analytics for account level enterprise reporting, billing integration and real time dashboarding.

Shadow OSN Onsite Notification

When we are in the workplace place we often take for granted a high level of safety and security. However, many organizations are ill-equipped to respond to a major emergency. Would you know where to direct emergency personnel if they showed up at your reception desk after a 911 call?

Valuable time is often lost in trying to locate the individual that placed an emergency call. Seconds can make the difference in saving lives or apprehending harassing callers.

In the case of a network or system failure, Shadow OSN Onsite Notification provides another layer of emergency access.

Emergency Alert Notifications

Administrators can configure the system to alert on the severity of the situation. Emergencies (i.e. 911), system failures, system hacks and other serious triggers can send vital notifications to various channels and devices including email, text message, audible alarm, lamp light, screen flash, network broadcast or team collaboration spaces. Utilizing a REST-ful API, Shadow notification messages can be sent to most compliant (and IFTTT ready) solutions anywhere.

Shadow Spaces

RingCentral App offers virtual meeting zones or collaboration spaces where participants can join from anywhere to post content, contribute ideas, cooperate on projects and huddle for meetings. Shadow Spaces offers insights to managers about user adoption, project progression, bot activity, file uploads, activity/inactivity of spaces and trending topics. This allows managers to increase adoption, accelerate their digital transformation and maintain a healthy collaboration ecosystem ensuring maximum ROI.

Measure, monitor and manage your team collaboration calls, meetings and chats using RSI Shadow Spaces Team Collaboration Management.

Adoption
Accelerate your digital transformation to team collaboration by measuring and monitoring participant behavior patterns.

Productivity
Ensure successful progression of business objectives by examining participation in groups or teams.

Maintenance
Maintain a clutter free teams environment by highlighting file uploads, bot activity and dormant teams/spaces that can be removed.

Related

 Potential Service Disruption for Shadow Agent for RingCentral Customers due Amazon Web Services Outage
 Potential Service Disruption for RingCentral Customers
 RSI President Recognized by RingCentral Developers Team
 Data Privacy is Paramount in the World of Collaboration Management
 Enhancing User Adoption of Your Collaboration Ecosystem
 Consolidate your Collaboration Analytics for Avaya and RingCentral
 Shadow All In One Analytics compatible with Avaya Cloud Office
 How Incorporating SMS will Improve Your Call Center Customer Experience
 Why a Robust Collaboration Management System is More Important Than Ever
 Resource Software International Joins the RingCentral Connect Platform Premier Partner Program
 RSI offers Avaya + RingCentral Analytics Out of the Box
 Premise Notification for RingCentral calling customers
 RSI Portfolio of Communication Management Products

RSI is a world leader in producing products, training and resources that manage, control and reduce the expense of communication facilities resulting in a more dynamic, responsive and productive communication ecosystem.