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Shadow All-In-One Analytics

Shadow CMS All-In-One Analytics for Avaya offers a cloud (or premise) based solution for capturing, processing, reporting and archiving transactions across all Avaya 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 for Avaya 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 Avaya communications activity with backend systems

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

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

Communication Metrics

Cradle-to-grave analysis can trace activity to a particular agent, extension, voice mail box, hunt group or endpoint. Where available, senior managers can playback call recordings to ensure agents are meeting corporate standards. Records can be assigned a cost and reconciled corporately and/or billed to professional services accounts or guest rooms.

Cradle to grave trace

Ad hoc reports can highlight long duration, excessive cost and misdialed calls. All reports can be scheduled or run manually in a variety of formats such as Excel, PDF or CSV. Standard report templates are available or custom reports can be easily built to show user adoption, employee productivity, call quality, cost and more. Triggers can be established for notify on critial events (i.e. 911), system failure or specific activity (i.e. poor service levels). Notifications can be broadcast to users' desktops, email, mobile device, busy lamp or team collaboration software.

Notifications and Report delivery to email, devices, teams

Flexible Report Designer

Various report formats - Excel, Word, PDF, CSV

Call recording replay

Corporate Cost Allocation

Roll up communication metrics matching your corporate organizational structure (i.e. divisions, departments, cost centers).

Email Usage

Incorporate email usage activity across your organization for a consolidated picture of exension or agent activity.

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 Integrator

Shadow Integrator can be configured to integrate with popular commercial and custom contact relationship management systems. Data is automatically exchanged between your Avaya system 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.

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. 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 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.

Compatibility with Current and Legacy Avaya & Nortel Systems

The acquisition of the Nortel Enterprise Solutions allowed Avaya Inc. to select best-in-class technologies to continue developing. This created a vacuum in areas where products were deemed end of life. There still remains a huge installed base that is in desperate need of communication management solutions that are difficult to find. Resource Software International Ltd. (RSI), a former Nortel Developer Partner and a current Avaya DevConnect Partner, continues to support a series of critical applications that are required by organizations invested in legacy Avaya & Nortel gear. RSI continues to offer tailored features unique to legacy Avaya/Nortel platforms that may not be standard in our general portfolio. Customers with Avaya/Nortel Norstar, BCM, Meridian SL-series/CS 1000, Definity/CM etc. are encouraged to contact us regarding compatibility. Many of our Shadow All-In-One soltutions continue to be backward compatible with many legacy systems.

Shadow Switch Administrator

Shadow SA Switch Administration (formerly MerAssistant) is a powerful tool that allows businesses to easily manage their legacy Avaya Nortel gear including CS1000 or Meridian 1 voice telephony platforms in-house. Shadow SA reduces your dependency on outside vendors for moves, adds and changes (MACs). This software takes the mystery out of switch configuration and programming. Shadow SA was designed to empower non-technical personnel to perform day-to-day programming of their phone system.

Shadow SA Switch Administration allows administrators to perform many of the daily tasks of programming with simple drop-down menus and point-and-click access rather than a command line interface. Shadow SA Switch Administration multi-Site manager now gives administrators a suite of tools to efficiently manage multiple Nortel Meridian PBX Systems. MerAssistant saves you time and money by keeping track of used and unused phones, ports and telephone numbers automatically. It also e-mails error codes for each site to you automatically.

Saves money in Moves, Adds, Changes work (MAC's) Not having to call you vendor in for simple MAC's can save your company thousands each year. Saves your company money on training costs: Not having to send an employee to training to do Simple MAC's can save thousands in training costs. Save money on dedicated support. Not having to pay for a dedicated specialized IT person to manage the day to day operations of the PBX can save money on costly contracts.

Shadow SA Switch Administration is designed to turn a Maintenance Terminal into a Graphical User Interface (GUI) program where change actions take place at the click of a button. It allows Nortel Meridian Pbx Managers, Pbx Supervisors, Pbx Administrators and Technicians to easily manage their switch. When Windows Scheduler is used, MA automates many daily tasks and with the addition of Dial Up connectivity, Administrative switch personnel can perform all MA functions remotely. MA's click command buttons and extended 'Quick' help takes away much of the mystery in programming your Meridian Switch. The program is an excellent assistant to accomplished command prompt programmers as well.

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.