Shadow Analytics unifies every call, message, recording, customer journey and AI-driven interaction into one platform — turning fragmented communication data into clear insights, confident decisions and measurable business outcomes.
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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