RSI Announces Shadow CMS Meets Co-Residency Standards For Deployment with Cisco BE7000

Resource Software International Ltd. (RSI) is a Preferred Solution Partner within the Cisco® Solution Partner Program. The company announced today that its collaboration management product, Shadow CMS Enterprise, meets Co-Residency standards for deployment in conjunction with Cisco BE 7000.  The product is also ISV tested and SIP-Approved for implementation with Cisco UCM.

The Internet of Everything (IoE) continues to bring together people, processes, data and things to enhance the relevancy of network connections. As a member of the Cisco Solution Partner Program, RSI is able to quickly create and deploy solutions to enhance the capabilities, performance and management of the network to capture value in the IoE.

“RSI is a developer of business analytics solutions that help Cisco customers examine their collaboration ecosystem to more accurately gage performance and increase productivity.”, said Rito Salomone, president of RSI. “We offer tailored solutions that undergo independent verification testing giving our mutual customers maximum interoperability assurance.  Cisco customers can enjoy a consolidated collaboration management experience for call detail, conferencing, video, messaging and quality of service for the entire ecosystem.”

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 on premise or in the cloud. Shadow CMS Enterprise collaboration management software can pinpoint bottlenecks, highlight suspicious activity, reconcile billing invoices, help formulate migration strategies, consolidate and control communication spend.

The Cisco Solution Partner Program, part of the Cisco Partner Ecosystem, unites Cisco with third-party independent hardware and software vendors to deliver integrated solutions to joint customers. As a Preferred Solution Partner, RSI has achieved Cisco compatibility certification on at least one solution, and can provide its customers with 24-hour, 7-days-a-week customer support. For more information on RSI Shadow CMS Enterprise, go to: Cisco Marketplace.

Contact Info

Resource Software International Ltd. (RSI)

Phone: 905 576-4575

Website: http://www.telecost.com

40 King Street West, Suite 300 Oshawa, Ontario, L1H 1A4 Canada

Cradle to Grave Reporting – A Central Component of RSI Call Accounting Software

The success of a business is often directly related to the health and performance of their communication facilities. Many companies deploy call accounting software to analyze call activity, reconcile invoices, control misuse/abuse and perform corporate roll ups. Traditional call accounting metrics often fail to measure system performance and customer experience.

Cradle to grave logs can be leveraged to harvest more insightful communication information including ring time, transfers, hold time, conference and talk time. These granular statistics allow communication managers to maintain, fine tune or upgrade communication facilities. Most call centers would be oblivious to system bottlenecks, hardware failures and improper call handling without cradle to grave call accounting.

Effective use of cradle to grave reports allows organizations to analyze:

Call Handling – By studying cradle to grave call history, communication managers determine number of transfers, hold time and talk time. Maximizing the customer experience is extremely important in differentiating a business against their competition.

Quality Assurance – For most businesses, it is imperative that agents adhere to the company gold standards in customer care. An effective cradle to grave solution will provide a mechanism for managers to listen to call recordings and/or voice mails. This will allow them to address customer complaints, fine tune corporate policies and provide additional training to agents.

Staffing Requirements – Skill set-based reports empower communication managers to track call volumes, patterns, peak times and distribution, allowing them to monitor efficiency and make informed decisions on staffing and agent skill levels.

Hardware Configuration – Reviewing the frequency of abandoned calls, ring time and call lengths can uncover system failures, ineffective hardware configurations and peak hour bottlenecks. This information can be transformed into concrete decisions about hardware performance and migration strategies.

Resource Software International Ltd. (RSI) offers total unified communication management solutions that address the comprehensive needs of communications managers. Shadow CMS Enterprise is a robust application that includes cradle to grave analysis, historical call center reporting, call recordings and voice mail playback, real time agent/queue dashboard* in addition to traditional call accounting. This all encompassing solution is available for the enterprise on the desktop or in the cloud.

RSI is internationally recognized as a leading provider of total unified communication management solutions. Our offerings encompass voice, data, contact center, mobile and cloud solutions. RSI is committed to helping our customers maximize all of their communications technology investments though systematic proactive management of their communication facilities. RSI specializes in harnessing telecom metrics to track, monitor and manage the performance of network facilities resulting in a more dynamic, responsive and productive communication ecosystem.

Visit:
http://www.telecost.com/#!/url=shadow.php

*Subject to the availability of relevant call detail/call center and real time event logs on your communication server, IP PBX or telephone system.

Cloud Call Accounting Software for Every Enterprise

A savvy business, especially during times of economic downturns, will look to consolidate, solidify and aggressively hunt for new opportunities. Communication facilities are the essential lifeline to every business. It is imperative to accurately determine whether business communication infrastructure is functioning smoothly and effectively.

Communication managers have always had the demanding job of finding new savings in tightly controlled budgets. Managers must walk a tightrope in effective management of 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. There are many vendors of call accounting software that provided these tools for itemizing, reconciling and analyzing telephone activity.

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. Communication management solutions can help shield companies from system overload and fraudulent activity. A comprehensive total unified communication management system can pinpoint bottlenecks and suspicious activity, formulate migration strategies and control telecom spend.

Core components such as call accounting 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. A study by the Aberdeen Group supports these assertions. “The telecommunications spending area is so wrought with inefficiency, in fact, most enterprises don’t know how much they spend on telecom services, never mind how they can best manage those budgets.” These survey results highlight the critical need for all encompassing total communication management software solutions that can provide concise metrics about calling patterns and comparative analysis of various plans.

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.

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. SIP is an open protocol, and Voice over IP through SIP relies on a set of other open protocols and standards that facilitate communication. Individuals are no longer limited to an extension from a closed telephone switch but can now become subscribers in an enterprise ecosystem.

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.

Cloud-based communication management can be a Software as a Service (SaaS) alternative to expending internal resources to manage costly in-house hardware and software. Often these services can be tailored to the needs of the customer. The focus can be strictly for basic incoming and outgoing telephone call tracking from a PBX system or all encompassing of the entire communication ecosystem. Some companies offer complete outsourcing services for remote data collection, network planning, traffic analysis, carrier/service comparisons, SIP / IP PBX reporting, workgroup reporting, auto attendant, mobile tracking, internet usage and more.

Founded in 1990, Resource Software International Ltd. (RSI) offers a wide range of products including call accounting, hotel billing, real-time dashboard, CRM integration, switch administration, emergency/event notification, mobile tracking and remote cloud-based telemanagement services. Our solutions harness telecom metrics to track, monitor and manage the performance of network facilities resulting in a more dynamic, responsive and productive communication ecosystem. For more information visit http://www.telecost.com.

.

Social Networking Now Accounts for One Sixth of All Internet Use. How is Your Business Productivity Impacted?

Social networking use has doubled since 2007, and it’s all thanks to Facebook, Twitter and an array of other social companies reaching record traffic highs.

comScore’s latest numbers are out, and they paint a familiar story: social networking is on the rise. It’s the rate of growth that’s surprising, though.

According to the web analytics firm, the average online user in the U.S. now spends nearly 16% of his or her time on social networking sites such as Facebook, LinkedIn, Tumblr or Twitter. That’s up from just 8% in July 2007. In the last year alone, social networking use has increased by approximately 25%.

The biggest reason for the increase in social networking is Facebook and its 700+ million users. In August 2005, Facebook was tiny compared to MySpace, its primary competitor. Facebook attracted less than 10 million monthly U.S. visitors, compared to MySpace’s 20+ million.

Source:  http://mashable.com/2011/06/15/social-networking-accounts-for-1-of-every-6-minutes-spent-online-stats/

How can Resource Software International Ltd. (RSI) tighten controls and increase productivity?

Discover how RSI can provide total unified communication management solutions to intelligently manage internet usage practices.

Read More

Avaya Announces End of Life for Nortel BCM

As part of the previously announced convergence strategy and the launch of Avaya IP Office Release 7.0, Avaya is announcing the End-of-Sale (EoS) for new systems of Avaya Business Communications Manager 50 (BCM 50) and Avaya Business Communications Manager 450 (BCM 450) products, nine (9) months from the date of this announcement, effective March 1, 2012. Products required to upgrade, expand and maintain existing BCM systems will continue to be offered for another three (3) years to March 1, 2015. This includes software authorization codes, terminals, media bay modules, expansion units, replacement parts, and upgrades to the latest release (BCM R6.0). Avaya will make every effort to have supply of these products available for all orders, but cannot guarantee product availability through their End of Sale dates.

Avaya reserves the right to manage and/or limit order quantities, or to cancel orders if supply is no longer available. Customer orders will be fulfilled on a first?in, first?out basis. If supply is exhausted prior to the targeted End of Sale dates in this notice, Avaya will issue an updated notice and accelerate removal of the applicable product codes from price lists and associated order entry systems.

We’ve Got You Covered!

Resource Software International Ltd. (RSI), an active member of the Avaya DevConnect Gold Program and the former Nortel Developer Partner program, will continue to offer total unified communication management solutions compatible / compliant with the legacy Nortel gear and Avaya gear. RSI will help ease the transition of Nortel BCM costomers to Avaya IP Office and other platforms with dynamic multi-platform solutions including our Shadow CMS Enterprise, Revolution Web Call Accounting and Visual Rapport. RSI will also continue to offer the co-branded Avaya Activity Reporter for Nortel BCM to coincide with Avaya termination timelines.

Visit our Avaya portal: http://www.telecost.com/avaya

Replacing the Discontinued Avaya Telephony Manager with Shadow CMS Enterprise and MerAssistant

BULLETIN

Resource Software International Ltd. (RSI), a world leader in total unified communication management solutions, is offering a very attractive migration from the discontinued Avaya Telephony Manager to RSI MerAssistant switch administration and Shadow CMS Enterprise call accounting bundle. These solutions offer a clear alternative to the discontinued Avaya Telephony Manager. RSI offers scalable enterprise call accounting that is compliant with all major Avaya telephony platforms and MerAssistant for Avaya CS 1000. Find out how you can protect your investment with up-to-date software.

Register for our latest public webinars: Here

Or visit our website:  http://www.telecost.com/avaya

 

RSI Call Accounting Solutions Support Data Buffering and Access (DBA) on Avaya CS 1000 platforms

Resource Software International Ltd. (RSI) is excited to reiterate its support for the Avaya CS1000 Data Buffering and Access (DBA) CDR/Traffic Collector as a method to collect CDR data from an Avaya CS1000. The use of the Avaya DBA technology allows RSI Call Accounting solutions to capture and record CDR data without the use of a TTY port and costly data storage buffers. The installation of cabling between the PBX and data collection buffers is no longer required. By supporting this connectivity option, RSI remains committed to providing customers with cost effective alternatives for call reporting and communication facilities management. RSI customers can now choose the CDR data collection technology that best fits their budget, security and data reliability needs!

The following CDR collection technologies are now available with RSI call accounting solutions for Avaya CS 1000:

• CDR collection via the customer’s network utilizing Data Buffering and Access (DBA)
• CDR collection via RSI WinLINK Serial Data Collection software (requires TTY Port)
• CDR collection via a Hardware Buffer (requires TTY Port)

Resource Software International Ltd. (RSI) is a recognized Avaya DevConnect Partner with specialties in Total Unified Communication Management Solutions for Avaya and legacy Nortel gear. RSI offerings including the popular SHADOW CMS Enterprise Call Accounting, Visual Console & CRM Integration, Real Time Dashboard, Mobile Tracking and Internet Management applications.

Please consult with your RSI Sales Representative today via phone 718-701-0945 (Intl: 905-576-4575) or email sales@telecost.com to learn how you can take advantage of using our call accounting software applications with CS1000 DBA connectivity.

Visit our website at www.telecost.com/avaya

Instantaneous monitoring and analysis of the health of your communication ecosystem with Shadow Real Time Dashboard

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.

Real Time Dashboard (RTD) software can be a powerful tool that can monitor one or a complex array of mission-critical communication systems that require uncompromised performance and availability.

Most companies are faced with fierce competition, tight margins and demanding customers. Cost control and intelligent investment decisions are not only a necessity but for many a matter of survival. Real Time Dashboard (RTD) software provides supervisors with instantaneous metrics about their communication facilities and offers call center agents immediate feedback. Companies can improve contact center performance without having to rip and replace existing equipment.

Triggers can be defined to highlight and alert on system overload, inactivity or security breach. Managers can view statistics for multiple communication facilities from one browser or be alerted via email, text message, audible alarm, screen flash and/or network broadcast. When an event is triggered, a supervisor is poised to enact corrective measures ensuring that a contact center is operating efficiently.

Communication is the lifeline of every business. The success of every business is directly related to health of the communication ecosystem. A shrewd communication or telecom manager will employ a seasoned real time dashboard that will immediately report irregularities, inactivity, overload or system failure.

Rito Salomone is President of Resource Software International Ltd.(RSI). RSI is internationally recognized as a leader in communication management solutions. To contact the author, email rsalomone@telecost.com or visit the website at http://www.telecost.com.

You have permission to publish this article electronically or in print, free of charge, as long as the bylines are included. Please email a courtesy copy to rsi@telecost.com.

Revolution Web Call Accounting Software Rated Avaya Compliant With IP Office 6.0

OSHAWA, Ontario — Resource Software International Ltd. (RSI), a leading developer of total communication management solutions for every enterprise, today announced that its Revolution Web Call Accounting is compliant with IP Office from Avaya Inc., a global leader in enterprise communications systems, software and services.
Revolution Web Call Accounting helps businesses track, analyze and manage both analog and IP communications. The application now is compliance-tested by Avaya for compatibility with Avaya IP Office 6.0.

“Resource Software International Ltd. (RSI) is proud to have successfully demonstrated interoperability of its core products with Avaya IP Office,” said Rito Salomone, president of RSI. “This is the culmination of many months of research, development and cooperation with Avaya. Communication facilities are the lifeline of most successful businesses, and now Avaya IP Office customers have new tools they can use to maximize their efficiency and productivity, track and analyze their networks, and forecast, monitor and allocate communications management expenses. Revolution Web Call Accounting is also available in vertical markets such as hospitality, professional, healthcare, retail, education and general business.”

Resource Software International Ltd. (RSI) is a member of the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

As a Gold member of the program, RSI is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.
“RSI is a long term Gold partner of Avaya offering communication management solutions to SME and enterprise customers”, said Eric Rossman, vice president, developer relations, Avaya. “Revolution Web Call Accounting offers our mutual customers the ability to analyze the telecom expenses and maximize productivity through a dynamic browser based intuitive interface.“

About Resource Software International Ltd. (RSI)

Founded in 1990, Resource Software International Ltd. is a developer, manufacturer and distributor of total communication management solutions. The company offers a wide range of products including: call accounting, hotel/motel management, real time dashboard, contact center console and CTI applications. RSI has distributors in North America, Europe, Caribbean and Middle East. As a proud Avaya DevConnect Gold Member, RSI is focused on providing Avaya customers training and resources that offer insight about the health of their communication facilities.

For more information, please visit www.telecost.com.

RSI Visual Rapport Console Rated Compliant With Avaya IP Office 6.0

OSHAWA, Ontario — Resource Software International Ltd. (RSI), a leading provider of total communication management solutions (TCMS) for every enterprise, today announced that its Visual Rapport desktop CRM integration console is compliant with Avaya IP Office 6.0. Avaya is a global leader in enterprise communications systems, software and services. Visual Rapport promotes seamless unified communication through CRM integration, call handling, instant messaging and other communication productivity features into contact center operations. The application now is compliance-tested by Avaya for compatibility with Avaya IP Office 6.0, the company’s unified communications solution for small- and medium-sized businesses.

“RSI is committed to creating unified communication management solutions that offer an intuitive customer experience. We continually develop our solutions to meet the high standards of interoperability with Avaya products “, said Rito Salomone, President, RSI. “We are delighted that Visual Rapport has been granted compliance with Avaya IP Office 6.0.”

Resource Software International Ltd. (RSI) is a member of the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network. As a Gold member of the program, RSI is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.

“RSI is a long term Gold partner of Avaya providing a broad range of multi-platform communication management solutions to our mutual customers. ”, said Eric Rossman, vice president, developer relations, Avaya. “Visual Rapport helps our customers maximize efficiency and productivity through seamless integration of their communication facilities. “

About Avaya

Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, data solutions and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information, please visit http://www.avaya.com. For more information on the Avaya DevConnect program, visit http://www.avaya.com/devconnect.

About Resource Software International Ltd. (RSI)

Founded in 1990, Resource Software International Ltd. is a developer, manufacturer and distributor of total communication management solutions. The company offers a wide range of products including: call accounting, hotel/motel management, real time dashboard, contact center console and CTI applications. RSI has distributors in North America, Europe, Caribbean and Middle East. As a proud Avaya DevConnect Gold Member, RSI is focused on providing Avaya customers training and resources that offer insight about the health of their communication facilities.

For more information, visit our Avaya Compliant Products website.