AI-driven communication intelligence, now available to the AI assistant you already use.
Every contact center leader knows the feeling. The question is simple — "How did Tier-2 support actually perform last quarter, and what changed?" — and the path to the answer is not.
You pull a queue report. Then an agent report. Then you export it, pivot it, cross-check it against sentiment scores, and try to remember whether the dip in week six was a staffing issue or a bad release. Two hours later you have a number. What you wanted was an explanation.
That gap between having data and understanding it is the problem Shadow Analytics has always worked on. Today we're closing it further.
What we built
Shadow Analytics MCP is a Model Context Protocol server for the Shadow Analytics platform. In plain terms: it lets an AI assistant talk directly to your communication intelligence — securely, in real time, using nothing but a question.
No dashboard hunting. No export-and-pivot. No BI ticket sitting in someone's backlog. You ask, and the analysis comes back written like an analyst wrote it.
What you can ask it
Point it at any slice of your ecosystem and it goes to work:
Any window of time. A single shift, a bad Tuesday, a quarter, a full year. Time is just part of the question.
Any part of the org. One team, one queue, one agent, or the whole ecosystem side by side.
Any single interaction. Right down to (more)...
Oshawa, Ontario — May 27, 2026 — Resource Software International Ltd. today announced the launch of Shadow All-In-One Analytics for Intermedia Unite®. The new solution extends RSI’s Shadow analytics platform to organizations using Intermedia’s cloud communications services, helping businesses transform everyday call activity into clear operational intelligence.Intermedia Unite is positioned as a unified communications platform that brings together business phone service, video conferencing, chat, SMS, file management, and other collaboration tools in a cloud-based communications environment. (intermedia.com) With Shadow All-In-One Analytics, RSI gives Intermedia customers a more complete view of how that communications environment is being used, where service gaps may exist, and how teams are performing over time.“Modern businesses do not just need a phone system. They need visibility,” said RSI. “Shadow All-In-One Analytics gives Intermedia Unite and Elevate customers the ability to understand call activity, user performance, missed opportunities, traffic patterns, and service quality in a way that supports better decisions.”Turning Intermedia communication data into business intelligenceShadow All-In-One Analytics is designed for organizations that need more than basic call history. It provides both real-time dashboards and historical reporting, helping managers, owners, IT teams, and service providers understand what is happening across the business communications environment.The (more)...
Shadow Agent for RingCentral now offers live dashboards of traditional resources (IVR, Agents, Queues) and the new RingCentral AI Receptionists. Manage your human and virtual resources in one place.Avoid potential bottlenecks and misinformation from poorly trained agentic resources! Manage the health of your ecosystem with greater certainty and efficiency.
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