RSI offers unifed communication management solutions to this community including desktop, enterprise and cloud-based implementations of Shadow All-In-One Analytics portfolio. We empower key decision makers with granular Cisco collaboration insights about calling, meetings and teams. RSI is a proud Cisco Preferred Solutions Partner.
Shadow All-In-One Analytics
Shadow is a fully scalable portfolio of communication analytics solutions that can run on a Windows computer system (with a Microsoft SQL Server Express database engine) in SME environments to a fully distributed enterprise network (with a powerful Microsoft SQL Server database engine that can grow to thousands of terabytes. Using the most current technologies, the browser independent web-based interface, provides a common, consistent and intuitive user experience both locally and remotely to the system. Multithreaded, distributed agents can be used to prevent tremendous volumes of data from overwhelming the system.
Communication managers require a robust solution that encompasses all communications to make proper business decisions and ensure the health of their business lifeline. Valuable metrics can be centralized and used to identify network bottlenecks, detect system hacks, curb misuse and abuse, deliver emergency notifications, improve productivity, meet regulatory compliance and increase adoption.
Unified Communication Management
Shadow All-In-One Analytics enables organizations to unify communication facilities under one umbrella and consolidate communication metrics (inc. call accounting, call center (UCCX), Jabber, WebEx, call recording replay, emergency notification, speech analytics and quality of service) to effectively manage their entire ecosystem on premise or in the cloud. Modules can also be deployed in standalone environments.
Modules include:
Benefits of Shadow All-In-One Analytics
Scalable Premise or Cloud Deployments
Shadow leverages a web-based interface to offer a common, consistent and intuitive user experience both on premise and in the cloud. The system employs the latest technologies to analyze communication activity from a single point and/or consolidate big data environments with thousands of subscribers.
Shadow CMS Enterprise
Shadow CMS Enterprise call accounting can pinpoint bottlenecks, highlight suspicious activity, reconcile billing invoices, help formulate migration strategies and control telecom spend.
Reports and Graphs
Many organizations struggle with workforce management and productivity. Shadow All-In-One provides hundreds of real time and historical reports/dashboards which highlight service levels, call volume, departmental activity and call center metrics.
Communication Metrics
Shadow can consolidate communication metrics from multiple IP/PBX/communication servers and collaboration applications in historical reports that can be studied for patterns, trends, KPIs and workforce management. The activity is diced and presented in custom dashboards, reports or trigger specific actionable events.
Real Time Metrics
Shadow offers various modules that present tailored dashboards and metrics in real time environments such as call centers, health care and mission critical centers. Information can be presented on a desktop, wallboard or delivered to team collaboration spaces, desktop messaging applications and IoT devices (i.e. busy lamp).
Corporate Cost Allocation
Roll up communication metrics matching your corporate organizational structure (i.e. divisions, departments, cost centers) for budgeting, cost allocation and billing reconcilliation.
Corporate Graph Summaries
Shadow presents communication data in various formats incluing graphs (pie, chart, scatter) to provide a more vivid view of cost and usage activity by various corporate levels.
Hourly Call Activity
Identify peak calling hours and the quality/grade of service being achieved. Shadow All-In-One Analytics collects the data and offers advice on equipment and staffing requirements based on activity and usage.
Location Summary
Analyze calling patterns to determine success of marketing campaigns, identify unique regional patterns, understand and enhance customer experience.
QoS Summary
K-Factor Summary
Call Recordings and Call Traces
Trace the route of all call activity including where the call was touched, put on hold, handled or dropped. If available, call recordings can also be analyzed and replayed for quality assurance.
Cradle-to-Grave Detail
Call activity can be broken down studied by each leg to determine the efficiency of communication facilities, staffing requirements, call routing and call handling rules.
Voicemail Summary
Email Usage
Incorporate email usage activity across your organization for a consolidated picture of your collaboration ecosystem.
Ad Hoc Queries - Suspicious Calls
Ad Hoc Queries - Long Calls
Webex - Calling, Meetings and Teams
Metrics are tabulated from the activity of participants. Granular meeting, calling, teams, spaces and participants activity patterns for any time period can be tailored to your business needs.
Jabber Traffic - Hourly Activity
Jabber Adoption - Usage by User
Notifications and Report delivery to email, SMS, devices, teams
Flexible Report Designer
Various report formats - Excel, Word, PDF, CSV
Call recording replay
Shadow RTD Real Time Dashboard
The success of most organizations is directly related to their ability to respond to the needs of their customers in a professional and timely manner. A well oiled communication ecosystem and trained personnel are key ingredients in reduced operating costs and greater customer satisfaction. A properly working call center can distinguish your business and provide a competitive advantage. An overloaded, inaccurate or malfunctioning call handling system could spell disaster. Shadow RTD Real Time Dashboard can monitor one or a complex array of mission-critical communication systems that require uninterrupted performance and availability.
Real Time Dashboards & Wall boards
Shadow RTD Real Time Dashboard provides supervisors with instantaneous metrics about their communication facilities and offers call center agents immediate feedback. Unique dashboard views can be configured for each user. Widgets can be added, removed, resized and positioned as desired by each dashboard user.
Notifications
Triggers can be defined to highlight and alert on agent status, service levels, wait times, abandoned calls, network failures, user inactivity or security breach. Managers can view statistics for multiple communication facilities from one browser or be alerted via email, text message, audible alarm, lamp light, screen flash, network broadcast or team collaboration spaces. Utilizing a REST-ful API, Shadow notification messages can be sent to most compliant (and IFTTT ready) solutions anywhere.
Shadow OSN Onsite Notification
When we are in the workplace place we often take for granted a high level of safety and security. However, many organizations are ill-equipped to respond to a major emergency. Would you know where to direct emergency personnel if they showed up at your reception desk after a 911 call?
Valuable time is often lost in trying to locate the individual that placed an emergency call. Seconds can make the difference in saving lives or apprehending harassing callers.
In the case of a network or system failure, Shadow OSN Onsite Notification provides another layer of emergency access.
Emergency Alert Notifications
Administrators can configure the system to alert on the severity of the situation. Emergencies (i.e. 911), system failures, system hacks and other serious triggers can send vital notifications to various channels and devices including email, text message, audible alarm, lamp light, screen flash, network broadcast or team collaboration spaces. Utilizing a REST-ful API, Shadow notification messages can be sent to most compliant (and IFTTT ready) solutions anywhere.
Shadow Integrator
Shadow Integrator can be configured to integrate with popular commercial and custom contact relationship management systems, team collaboration applications and many IOT devices. Data is automatically exchanged between your communication servers and customer data sources providing real time access to relevant information and enhancing business efficiency.
Access to customer information is crucial in a world that demands instantaneous results. The core differentiation between a successful business and its lesser competitors is effective customer relationship management. Armed with the proper tools that offer insight into the customer's profile and history can enhance a business' ability to offer gold standard care.
Often communication systems can be disjoint or function independently resulting in delays and dissatisfied customers. Shadow Integrator provides seamless data exchange for truly unified communication. Click to dial and screen pop can generally ge configured to bridge your communication facilities with backend databases.
The software can be deployed using third party TAPI, REST-ful APIs or utilizing several other proprietary manufacturer toolkits. Screen pop and automated call handling can be bridged between your communication server and popular customer relationship management (CRM) or custom data sources. Devices such as busy lamps can be integrated to offer visual status and alert conditions. Most customer implementations utilize our professional services to develop scripts, drivers and other software modules to create a tailored solution.
Shadow Integrator is a middleware solution that can unify communication facilities to maximize productivity.
Shadow Spaces
Webex Teams offers virtual meeting zones or collaboration spaces where participants can join from anywhere to post content, contribute ideas, cooperate on projects and huddle for meetings. Shadow Spaces offers insights to managers about user adoption, project progression, bot activity, file uploads, activity/inactivity of spaces and trending topics. This allows managers to increase adoption, accelerate their digital transformation and maintain a healthy collaboration ecosystem ensuring maximum ROI.
Measure, monitor and manage your team collaboration calls, meetings and chats using RSI Shadow Spaces Team Collaboration Management.
Adoption
Accelerate your digital transformation to team collaboration by measuring and monitoring participant behavior patterns.
Productivity
Ensure successful progression of business objectives by examining participation in groups or teams.
Maintenance
Maintain a clutter free teams environment by highlighting file uploads, bot activity and dormant teams/spaces that can be removed.
Related
Data Privacy is Paramount in the World of Collaboration Management Enhancing User Adoption of Your Collaboration Ecosystem How Incorporating SMS will Improve Your Call Center Customer Experience Why a Robust Collaboration Management System is More Important Than Ever RSI Demonstrating Shadow All In One Analytics at Cisco Live 2019
RSI Portfolio of Communication Management Products
RSI is a world leader in producing products, training and resources that manage, control and reduce the expense of communication facilities resulting in a more dynamic, responsive and productive communication ecosystem.
