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SOLUTIONS FOR MAJOR COLLABORATION MANUFACTURERS/PROVIDERS

Shadow All-In-One Analytics

Shadow CMS All-In-One Analytics for PBXs/IP PBXs/communication servers/collaboration offers a cloud (or premise) based solution for capturing, processing, reporting and archiving transactions across all configurations including single and multi-node communication servers. Organizations now have complete visibility across the entire spectrum of a corporate communication ecosystem. Modules include call accounting, real time dashboards, call center reporting, emergency notification, and integrations that help monitor, measure and manage the effectiveness of communication.

Reports

Dashboards

Agents

Recordings

Notifications

Shadow All-In-One Analytics

Shadow is a fully scalable portfolio of communication analytics solutions that can run on a Windows computer system (with a Microsoft SQL Server Express database engine) in SME environments to a fully distributed enterprise network (with a powerful Microsoft SQL Server database engine that can grow to thousands of terabytes. Using the most current technologies, the browser independent web-based interface, provides a common, consistent and intuitive user experience both locally and remotely to the system. Multithreaded, distributed agents can be used to prevent tremendous volumes of data from overwhelming the system.

Communication managers require a robust solution that encompasses all communications to make proper business decisions and ensure the health of their business lifeline. Valuable metrics can be centralized and used to identify network bottlenecks, detect system hacks, curb misuse and abuse, deliver emergency notifications, improve productivity, meet regulatory compliance and increase adoption.

Unified Communication Management

Shadow CMS All-In-One Analytics offers several powerful modules in one application including call accounting, call center reporting, real time dashboards, call recording playback and on premise emergency notification. Communication managers can derive statistics for grade of service, agent performance, voice mail activity and trunk usage. Important or emergency notifications can be delivered to communication managers via email, team collaboration spaces, desktop notification or a mobile device. Each module can also be deployed in standalone environments.

Modules include:

  • Shadow CMS Enterprise for analyzing communication activity
  • Shadow RTD Real Time Dashboard for call center analysis and reporting
  • Shadow OSN Onsite Notification for 911 and critical event alerting
  • Shadow Integrator for linking communications activity with backend systems
  • Shadow Spaces for team collaboration analytics

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 big data environments with thousands of subscribers.

Shadow CMS Enterprise

Shadow CMS Enterprise call accounting can pinpoint bottlenecks, highlight suspicious activity, reconcile billing invoices, help formulate migration strategies and control telecom spend.

Reports and Graphs

Many organizations struggle with workforce management and productivity. Shadow All-In-One provides hundreds of real time and historical reports/dashboards which highlight service levels, call volume, departmental activity 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

Shadow RTD 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. 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 Dashboards & Wall boards

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 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 Integrator

Shadow Integrator can be configured to integrate with popular commercial and custom contact relationship management systems, team collaboration applications and many IOT devices. Data is automatically exchanged between your communication servers and customer data sources providing real time access to relevant information and enhancing business efficiency.

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 business' ability to offer gold standard care.

Often communication systems can be disjoint or function independently resulting in delays and dissatisfied customers. Shadow Integrator provides seamless data exchange for truly unified communication. Click to dial and screen pop can generally ge configured to bridge your communication facilities with backend databases.

The software can be deployed using third party TAPI, REST-ful APIs or utilizing several other proprietary manufacturer toolkits. Screen pop and automated call handling can be bridged between your communication server and popular customer relationship management (CRM) or custom data sources. Devices such as busy lamps can be integrated to offer visual status and alert conditions. Most customer implementations utilize our professional services to develop scripts, drivers and other software modules to create a tailored solution.

Shadow Integrator is a middleware solution that can unify communication facilities to maximize productivity.

Shadow Spaces

Team collaboration applications (such as Webex Teams, RingCentral Glip) offer 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.

Our solutions are independently tested to work with virtually all the most recognized solution providers of unified communication and collaboration.

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.