RSI transforms unified communications, contact center and omnichannel data into actionable intelligence, helping organizations understand customer experience, improve performance, monitor ecosystem health and achieve better outcomes..
Discover how Shadow Analytics unifies human, customer and AI-driven interactions; turning fragmented communication data into clear insights, confident decisions and measurable business outcomes.
Products
Connect Shadow Analytics directly into your AI tools and agentic workflows with our new MCP integration layer. AI agents and assistants — including Claude, ChatGPT, Microsoft Copilot, and custom in-house agent frameworks — can query call volumes, agent performance and customer journey data on demand, without a custom integration project.
Every platform, interaction and conversation creates valuable business signals. Shadow Analytics brings them together to reveal performance, ecosystem health, customer journeys and actionable intelligence.
After a study of the indicators and personalized reports by RSI, the rate of answered calls increased from 41% to 78% in our centers. The Shadow All In One Analytics solution helped manage customer calls with a positive impact on the economic result.
Great addition to the portfolio. This simple product kept us from having to spend a ridiculous amount of money on Call Center.
Some of our favorite features are the custom status codes and the custom DND/AUX codes. We also find the HUD area much better in Shadow Agent than our vendor with multiple columns and the ability to sort by department.
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