Cisco systems, Inc. (NASDAQ:CSCO) helps seize the opportunities of tomorrow by proving that amazing things can happen when you connect the unconnected. An integral part of their DNA is creating long-lasting customer partnerships, working together to identify our customers' needs and provide solutions that fuel their success. Cisco is the worldwide leader in networking that transforms how people connect, communicate and collaborate.
Scalable AI-driven communication intelligence for Webex Calling — unifying calls, meetings and messaging activity 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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Practical CX-Lite controls for everyday operations — operational viability without contact center complexity. Shadow Agent brings real time call center features to basic queues in Webex Calling Professional.
Shadow Agent includes a powerful dynamic presence dashboard that can be configured to show specific users or departments in real time. This includes user presence, agent presence, call center state, call activity and meeting status.
Shadow Agent includes a user, agent and queue leaderboards updated in real time including call activity metrics including direction, abandoned, answered and missed calls.
Queue and Agent Metrics including Queue KPIs such as agents available, ringing calls, longest waiting and service levels can be curated for managers, agents and remote workers.
Shadow Agent tightly integrates with Shadow Analytics for account level enterprise reporting, billing integration and real time dashboards.
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