Avaya is a publicly traded (AVYA:NYSE) provider and global leader in digital communications software, services and devices for businesses of all sizes, enabling the mission critical, real-time communication applications of the world's most important operations. Avaya offers communications on prem, in the cloud, or hybrid — making every experience with your business seamless and connected.
Scalable analytics for messages, video & phone, real-time agent/queue dashboards, call recording replay, and alert notification.
Cradle-to-grave management reports highlighting long duration, missed calls, excessive cost, and IVR routing summaries.
Dynamic, customizable dashboards for wallboards or desktops, giving supervisors and agents instantaneous performance feedback.
Recordings coupled with call detail records, searchable by number, date, time, duration and query tags.
Triggers for agent status, service levels, abandoned calls or 911 emergencies — delivered by email, text, audible alarm or team spaces.
Track calls end to end as they move across platforms and environments — from IVR to agent to resolution — with cradle-to-grave visibility into service levels, transfers and usage summaries across your communication ecosystem.
Pinpoint bottlenecks, highlight suspicious or unusual activity, and reconcile carrier invoices against actual business activity — helping control telecom spend and protect your organization from misuse and system abuse.
Shadow All In One Analytics is compatible across major Avaya communication platforms including Avaya CM, Avaya IP Office, Avaya Cloud Office and legacy Nortel systems. Avaya Cloud Office (ACO) is now considered legacy — it was powered by RingCentral RingEX, and customers are migrating directly to RingCentral. Shadow AgentCX and Shadow Analytics for ACO environments are available today through our RingCentral relationship.
Shadow AgentCX brings call center features to call queues and agents — disposition codes, account codes, AUX codes and dynamic presence dashboards. Previously offered for Avaya Cloud Office, it's now available through RingCentral RingEX.
AI-driven communication intelligence that unifies calls, messaging and AI-driven interactions into one platform. Previously offered for Avaya Cloud Office, it's now available through RingCentral RingEX.
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