Visual Rapport CRM Integrator
Real time screen pop integration using Avaya AES or TAPI
Visual Rapport CRM Integrator
Real time screen pop integration using Avaya AES or TAPI
Access to customer information is crucial in a world that demands instantaneous results. The core differentiation between a successful business and its lesser competitors is effective customer relationship management. Armed with the proper tools that offer insight into the customer’s profile and history can enhance a contact center’s ability to offer gold standard care.
Often communication systems can be disjoint or function independently resulting in delays and dissatisfied customers. Resource Software International Ltd. (RSI) offers seamless integration to popular commercial and custom contact management systems using Visual Rapport CRM Integrator . This versatile application allows for seamless data exchange between your primary Avaya communication server and contact center data source providing a truly unified communication experience.
Visual Rapport CRM Integrator can utilize various technologies to performs bridging functions that allow users access to a customer’s profile through automated screen pop by pinpointing relevant information in real time. This empowers users to interact with customers in an efficient manner maximizing productivity and efficiency.
Popular Supported Methods of Integration:
The software can be deployed using Avaya Enablement Services (AES) or TAPI connectivity. Screen pop and automated call handling can be bridged between Avaya gear and popular customer relationship management (CRM) or custom data sources.
Avaya Enablement Services (AES)
Avaya CTI Link Pro / TAPI
Screen Pops into virtually any Application
Business calls are usually linked with information that exists in your database software or contact management applications, such as:
ADP
Access
Act!
Commence CRM
FireFox
Goldmine
Max Ticketing System
Maximizer
MS CRM
MS Internet Explorer
MS Navision
MS Outlook
NetSuite
Right Now
Salesforce.com
SalesLogix
SugarCRM
SAP
Tiger Paw
and others including in-house custom application.
Real time screen pop integration using Avaya AES or TAPI
Access to customer information is crucial in a world that demands instantaneous results. The core differentiation between a successful business and its lesser competitors is effective customer relationship management. Armed with the proper tools that offer insight into the customer’s profile and history can enhance a contact center’s ability to offer gold standard care.
Often communication systems can be disjoint or function independently resulting in delays and dissatisfied customers. Resource Software International Ltd. (RSI) offers seamless integration to popular commercial and custom contact management systems using Visual Rapport CRM Integrator . This versatile application allows for seamless data exchange between your primary Avaya communication server and contact center data source providing a truly unified communication experience.
Visual Rapport CRM Integrator can utilize various technologies to performs bridging functions that allow users access to a customer’s profile through automated screen pop by pinpointing relevant information in real time. This empowers users to interact with customers in an efficient manner maximizing productivity and efficiency.
Popular Supported Methods of Integration:
The software can be deployed using Avaya Enablement Services (AES) or TAPI connectivity. Screen pop and automated call handling can be bridged between Avaya gear and popular customer relationship management (CRM) or custom data sources.
Avaya Enablement Services (AES)
Avaya CTI Link Pro / TAPI
Screen Pops into virtually any Application
Business calls are usually linked with information that exists in your database software or contact management applications, such as:
ADP
Access
Act!
Commence CRM
FireFox
Goldmine
Max Ticketing System
Maximizer
MS CRM
MS Internet Explorer
MS Navision
MS Outlook
NetSuite
Right Now
Salesforce.com
SalesLogix
SugarCRM
SAP
Tiger Paw
and others including in-house custom application.
Shadow RTD
Real Time Dashboard
Shadow RTD Real Time Dashboard
Instantaneous monitoring and analysis of the health of your communication ecosystem
SHADOW Real Time Dashboard (RTD) is a powerful tool that can monitor one or a complex array of mission-critical communication systems that require uncompromised performance and availability. The solution is a browser based, multi-vendor real-time console that can monitor and analyze data from virtually any telephony platform or device (incl. ACD, Contact Center, Call Center, Voice Mail, SMNP, CDR, etc.). SHADOW RTD provides supervisors with instantaneous metric about the health of their communication facilities.
Watchdog your communication facilities in real time!
Analyze ACD, traffic or emergency events on one or more network facilities
Monitor mission critical data for agent, auto attendant, voice mail and other usage metrics
Real time grids, graphs and other widgets identify activity, patterns and trends
Browser-based interface is accessible by one or more users for real time local or remote monitoring
Enable customizable group views to pinpoint corporate patternsreal time notification of user defined system alerts to SMS, email, audible alarm and/or broadcast to online UsersVisual Real Time Management of All Your Communication Facilities
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.
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. Shadow Real Time Dashboard (RTD) 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 Shadow RTD triggers an event, a supervisor is poised to enact corrective measures ensuring that a contact center is operating efficiently
Instantaneous monitoring and analysis of the health of your communication ecosystem
SHADOW Real Time Dashboard (RTD) is a powerful tool that can monitor one or a complex array of mission-critical communication systems that require uncompromised performance and availability. The solution is a browser based, multi-vendor real-time console that can monitor and analyze data from virtually any telephony platform or device (incl. ACD, Contact Center, Call Center, Voice Mail, SMNP, CDR, etc.). SHADOW RTD provides supervisors with instantaneous metric about the health of their communication facilities.
Watchdog your communication facilities in real time!
Analyze ACD, traffic or emergency events on one or more network facilities
Monitor mission critical data for agent, auto attendant, voice mail and other usage metrics
Real time grids, graphs and other widgets identify activity, patterns and trends
Browser-based interface is accessible by one or more users for real time local or remote monitoring
Enable customizable group views to pinpoint corporate patternsreal time notification of user defined system alerts to SMS, email, audible alarm and/or broadcast to online UsersVisual Real Time Management of All Your Communication Facilities
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.
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. Shadow Real Time Dashboard (RTD) 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 Shadow RTD triggers an event, a supervisor is poised to enact corrective measures ensuring that a contact center is operating efficiently
SHADOW CMS Call Center Reporting for Avaya IP Office and Nortel BCM
Most organizations pride themselves in providing customers with answers quickly and efficiently. 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. Now you can make intelligent workforce, skill set and network planning decisions with concise system metrics. SHADOW Call Center Reporting for IPO gives you a powerful means of deciphering the reams of information produced by your telephone system call center statistics.
SHADOW CMS Call Center Reporting enables administrators to effectively plan and manage their call center resources, improve customer experience and maximize their bottom line. A properly functioning and intelligent call center can allow a minimal number of agents to field a large volume of calls.
A powerful query builder and graphical reports provide easy to read at-a-glance call center statistics that highlight busy hours, peak times, agent performance and lost or abandoned calls. According to industry reports, the implementation and proper maintenance of an intelligent call center can reduce abandoned calls by up to 15 percent, lower inbound 800/888 costs by 10 percent and increase employee productivity by up to 40 percent. Today’s telecom managers are charged with making sure their communication facilities are functioning effectively. RSI offers a total unified communication management solution (TUCMS) that includes reporting under one umbrella for call accounting, call center, voice mail, auto attendant, hunt group and IVR. Talk to us about TUCMS!
Visual RapportIntuitive Real Time Desktop Productivity and
CRM Integration Console
Visual RapportIntuitive Real Time Desktop Productivity and
CRM Integration Console
Visual Rapport is an intuitive integrated visual communication console that provides real time employee telephone status, instant messaging, email, screen pop, call logging and file transfer all under one roof. Visual Rapport boasts a very dynamic interface that puts your communication information right at your fingertips.
Visual Rapport is an intuitive integrated visual communication console that provides real time employee telephone status, instant messaging, email, screen pop, call logging and file transfer all under one roof.
Discover how your business can benefit from these exciting new communication tools:
Unified Messaging Console
Screen Pop into virtually any Application
Integrated Instant Messaging
Automated Call Handling
Email Integration
Instant File Transfer
Personalized Statuses
Call Logging
Connect to multiple telephone systems to view statuses remotely
Call Accounting Integration with
Revolution Web Call Accounting and Shadow CMS
TAPI compliant for Avaya TSPs.
Use one license of LAN CTE for tight integration with Avaya/Nortel BCM
Use one license of Norstar Access for tight integration with Avaya/Nortel Norstar
Screen Pops into virtually any ApplicationBusiness calls are usually linked with information that exists in your database software or contact management applications, such as
ADP
Access
Act!
Commence CRM
FireFox
Goldmine
Max Ticketing System
Maximizer
MS CRM
MS Internet Explorer
MS Navision
MS Outlook
NetSuite
Right Now
Salesforce.com
SalesLogix
SugarCRM
SAP
Tiger Paw
or even a unique in-house custom application.
CRM Integration Console
Visual Rapport is an intuitive integrated visual communication console that provides real time employee telephone status, instant messaging, email, screen pop, call logging and file transfer all under one roof. Visual Rapport boasts a very dynamic interface that puts your communication information right at your fingertips.
Visual Rapport is an intuitive integrated visual communication console that provides real time employee telephone status, instant messaging, email, screen pop, call logging and file transfer all under one roof.
Discover how your business can benefit from these exciting new communication tools:
Unified Messaging Console
Screen Pop into virtually any Application
Integrated Instant Messaging
Automated Call Handling
Email Integration
Instant File Transfer
Personalized Statuses
Call Logging
Connect to multiple telephone systems to view statuses remotely
Call Accounting Integration with
Revolution Web Call Accounting and Shadow CMS
TAPI compliant for Avaya TSPs.
Use one license of LAN CTE for tight integration with Avaya/Nortel BCM
Use one license of Norstar Access for tight integration with Avaya/Nortel Norstar
Screen Pops into virtually any ApplicationBusiness calls are usually linked with information that exists in your database software or contact management applications, such as
ADP
Access
Act!
Commence CRM
FireFox
Goldmine
Max Ticketing System
Maximizer
MS CRM
MS Internet Explorer
MS Navision
MS Outlook
NetSuite
Right Now
Salesforce.com
SalesLogix
SugarCRM
SAP
Tiger Paw
or even a unique in-house custom application.
Telecost Call Accounting
Call Accounting for every Enterprise!Communication facilities are the lifeline of most successful businesses and often the most taxing expenditures. Management of telephone charges, equipment fees, VoIP traffic, internet usage, and provider discounts is a difficult task. RSI provides the necessary call management tools to allow administrators to forecast, monitor and allocate communications management expenses.
Features:
- Compatible with Avaya telephony platforms
(tested for serial, tcp, rsp, file protocols on Avaya IP Office, Aura CM) - Compatible with Nortel Norstar, BCM, SCS 500, CS 1000 and Meridian 1
- Versions for General Business, Professional and Hospitality
- Special Enhanced BCM Reporting for IVR, CDR, CCR, Voice Mail and Hunt Groups
- Logs data from traditional SMDR Box, IP and ODBC Connectivity
- Multi-Site, Multi-User and Multi-Platform
- Works with virtually any telephone system
- Automatic Job Scheduler
- Dial-up, FTP and Direct Polling
- HTML, RTF and TXT reporting
- Complete with V&H Tables and Tariff s tructures
- Superior costing engines for any country
- Integrates with all popular Property Management Systems
- Email reports
- Dynamic Filtering Criteria for Ad-hoc Reporting
- No maximum call capacity
- Integrates with CTI applications
- Emergency and Ad-hoc Notification
- Poll multiple devices simultaneously
- Countless Report Templates or design your own
- Tracks Internet, Data and ISDN traffic
- Determine best available services with Carrier Comparison
Additional Module: Enhanced BCM Reporting (for Nortel BCM)Never before has there been an application that intuitively brings CDR, CCR, Voice Mail, Hunt Group and IVR data under one umbrella for Nortel BCM (50,200 and 400). It has never been easier to examine the efficiency of your network by analyzing all your communication facilities. Find out where customer calls are routed, what prompts are being selected in your auto attendant tree or how many calls went to voice mail? TELECOSTcms w/Enhanced BCM Reporting does it all.