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SOLUTIONS FOR...

Zoom

Zoom Video Communications, Inc. (NASDAQ: ZM) brings teams together to get more done in a frictionless video environment. Our easy, reliable, and innovative video-first unified communications platform provides video meetings, voice, webinars, and chat across desktops, phones, mobile devices, and conference room systems. Zoom helps enterprises create elevated experiences with leading business app integrations and developer tools to create customized workflows.

Resource Software International Ltd. (RSI) offers integration and analytics solutions for Zoom. RSI offers scalable tailored solutions that go beyond the scope of the out-of-the box analytics that measure, monitor and manage the effectiveness of communication facilities to empower greater productivity for every enterprise!

Shadow All-In-One Analytics

Shadow All-In-One Analytics for Zoom offers a cloud based solution for capturing, processing, reporting and archiving transactions across all Zoom configurations. 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 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 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 real time dashboards can monitor one or a complex array of mission-critical communication systems that require uninterrupted performance and availability.

Real Time Triggers and Notifications

Shadow 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 solutions anywhere.

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.