Contact Center
RSM
Integrated Monitoring Solution for Contact Centers
BT-RSM provides real-time monitoring of various contact center systems through a single unified interface. It helps ensure service continuity by detecting potential issues and providing early warning alerts before failures occur.
Since its launch in 2006, BT-RSM has been deployed across numerous financial-sector contact centers, building extensive expertise in call infrastructure monitoring.
/CORE FUNCTIONS
Core Functions
| Unified Health | Unified health monitoring by enterprise, center and system; instant SMS alerts on failure |
|---|---|
| System Resources | Resources (CPU, memory, disk, network), PING, processes and log files |
| Product Status | SNMP Trap-based status monitoring per system, RESTful event delivery API |
| Dashboard | Widget-based multi-dashboards, real-time call, resource and fault status, rack layout |
| History & Reports | Daily resource peak trends, detailed monitoring history, IT operations reports |
| Administration | System information, permissions and base code management, BT-RSM self-monitoring |
/KEY FEATURES
Key Features
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Call Center Optimized
Dedicated monitoring for IVR, FAX, recording and switching equipment
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Easy Scalability
Widget-based dashboards customized to each customer environment
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Flexible Integration
Connects call infrastructure via ICMP, SNMP, TCP/IP and Agent
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Proven Stability
Most references in the financial sector — NH, Hana, Woori, Shinhan and BNK
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Container Support
Real-time monitoring of Docker container and host resource usage
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Multi-tenant & Responsive
Multiple centers in one system, responsive web for phone and tablet
/BENEFITS
Benefits
- 01 24/7 Monitoring 24/7 real-time monitoring and urgent alarms cut downtime
- 02 Predictive Fault Detection Threshold and event-based prediction ensures continuity
- 03 Faster Incident Response Rapid response and root-cause driven improvement
- 04 Lower Operating Cost Automated monitoring minimizes staffing burden
/EXAMPLES OF ACTIVITIES
Use Cases
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Unified Monitoring
Key call-system monitoring data linked to the agent desktop
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Real-time Fault Alerts
Real-time messages via existing channels (SMS, email, mobile app)
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Asset & History Tracking
Integrates rack specs, change and incident history, performance metrics and operations reports to track assets, analyze faults and support maintenance
/ARCHITECTURE
System Architecture
