RingCentral, Inc. is a publicly traded (RNG:NYSE) provider of cloud-based communication and collaboration products and services for businesses. The company offers seamless solutions that combines messaging, video conferencing, and phone calls into one unified platform. Since 2003, RingCentral has been breaking down the communication barriers created by complex, on-premise hardware. RingCentral delivers cloud business communications solutions that free people to work the way they want in today's mobile, distributed, and always-on work world, delivered on a state-of-the-art infrastructure.
Resource Software International Ltd. (RSI) is a RingCentral ISV Premier Partner offering integration and analytics solutions for messaging, video and phone activity. RSI offers scalable tailored solutions that go beyond the scope of the out-of-the box analytics that measure, monitor and manage the effectiveness of communication facilities to empower greater productivity for every enterprise!
The RSI Shadow portfolio contains many powerful custom integrations specific for RingCentral customers. Here are 3 of our most popular products Shadow Analytics, Shadow AgentCX and Shadow Bot.
Shadow Analytics |
Shadow AgentCX |
Shadow Bot |
RSI is a RingCentral ISV Premier Partner. Our producst are found on the RingCentral App Gallery.
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Shadow Analytics |
Shadow Agent |
Shadow Bot |
The following service providers offer their own version of RingCentral. All RSI products designed for RingCentral are also compatible with RingCentral partner brands (including: Avaya Cloud Office, AT&T Office@Hand, BT Cloud Work, Alcatel Rainbow Office, Telus Business Connect, Unify Office and RingCentral w/ Verizon).
RSI works directly with RingCentral, service providers and carriers to bring our solutions to cloud communications and unified communications customers around the world. RSI also supports RingCentral partners under the RingCentral App Gallery umbrella:
Scalable AI-driven communication intelligence for RingEX and RingCX — unifying calls, messaging, meetings and agentic AI interactions into one platform.
Understand demand, trends, and performance movement over time — historical and real-time traffic analysis across every entry point of your collaboration ecosystem, highlighting volume trends, peak periods and capacity needs.
Understand how your organization communicates across every channel. Calls, messaging, video and AI-driven interactions are brought together into a single, unified view of your communication ecosystem — so performance, customer experience and ecosystem health can be measured consistently across every channel and platform.
Monitor the pulse along the entire customer journey — from IVR to agent to AI resource to resolution — with cradle-to-grave visibility that highlights service levels, transfers and outcomes.
Real time and historical dashboards, alerts and notifications keep your team ahead of problems before customers feel them.
Hundreds of pre-built report templates plus a powerful report builder for unlimited custom templates — built to meet regulatory compliance and long-term trend analysis needs.
Turn natural language queries into meaningful business insights without custom reports — build custom AI-driven reports and dashboards without a developer, tailored to your organization's exact KPIs.
As AI agents take on more customer interactions, Shadow Analytics extends the same reporting and quality lens to agentic AI activity — interactions handled by AI, transfers to human agents, and blended-team performance.
Train Shadow Analytics to watch for business bottlenecks, anomalies and potential outages across your communication ecosystem.
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.
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Expanded CX features and customer insights — from customer activity to customer understanding. Shadow AgentCX brings CX features to standard RingEX and RingCX queues without the need for CX licenses, with advanced live ecosystem intelligence that shows what's happening now and where to act.
Shadow AgentCX bridges the gap between RingEX/RingCX and contact center operations by adding practical controls that agents and supervisors use every day — dynamic dashboards, real time AIR metrics and enhanced call center-like functionality at a fraction of call center seat licenses.
Monitor agent availability, queue membership and real-time activity from one supervisor view — including real time (and historical) leaderboards and dashboards that show agentic AI metrics such as active interactions, calls handled by AI and calls transferred to a skilled human agent.
Capture call outcomes, activity codes and reasons that feed reporting and better decisions. Shadow AgentCX allows users to tag calls with disposition codes or labels that indicate the call type, reason for the call, the outcome of the call, and the required action — metrics that can later be dissected to provide better insights into product stability, customer experience or resource allocation.
Watch calls waiting, in progress, service levels, leaderboards and agent performance — powerful dynamic presence dashboards can be configured to show specific agentic resources (AIR), queues, departments, or users.
Organize calling activity around campaigns, workflows or targeted queue initiatives. Using the built-in dialer, Shadow AgentCX can restrict outbound calls to a range of verifiable account codes (client/matter numbers or authorization PINs) for professional environments that bill for time spent on calls, or offer voluntary account codes for environments that want to optionally tag a call without call restriction.
Custom AUX/presence states such as lunch, break, training, wrap mode and after-call work — used to track the time an agent has deliberately chosen to not accept calls. Timed states can automatically be set for a user after a call, and for RingCX, Shadow AgentCX combines the EX/CX statuses on one consolidated dashboard.
Pair with Shadow Analytics for cross-platform historical reporting and cradle-to-grave views — account level enterprise dashboards/reporting, call journey reporting between RingEX/CX and scheduled delivery.
Return abandoned calls, voicemail callers or waiting callers using intelligent callback assistance — advanced AI is used to suggest callback numbers for voicemails left in queue mailboxes. Agents can also optionally be removed from call queues if they ignore or fail to answer a call, with after-call work triggered automatically at call end.
Let authorized agents select priority or VIP callers from the queue when the moment matters — agents can cherry pick VIP callers and answer them from any position in the queue.
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