Technology Partner

Technology Partner


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.

Products for Cisco

Shadow All In One Analytics

Scalable analytics for messages, video & phone, real-time presence dashboards, call recording replay, and alert notification.

Shadow All-In-One Analytics offers a cloud-based solution for capturing, processing, monitoring, reporting, and archiving transactions across many premise PBXs and cloud communication platforms.






Call Journey Analysis and Call Accounting

Shadow All-in-One Analytics provides cradle to grave management reports which highlight long duration, missed calls, excessive cost, and IVR routing summaries. All activity may be pinpointed to a particular agent, extension, voice mailbox, hunt group, endpoint, or corporate level.

Hundreds of pre-canned report templates can be generated to meet regulatory compliance standards, perform long term trend analysis, and accelerate adoption. A powerful report builder can be utilized for unlimited other templates.

Historical & Real-Time Presence Dashboards

Shadow All-In-One Analytics can utilize historical metrics for any time period to create trend line analysis of customer experience accounting for seasonal change, workforce levels, and business growth. Real-time metrics from agent and queue activity are presented in dynamic customizable dashboards that can be presented on wallboards or desktops. These dashboards empower supervisors with instantaneous metrics about their communication facilities and offer agents immediate feedback.

Alert & Emergency Notifications

Triggers can be defined to alert on specific agent status, service levels, wait times, abandoned calls, user inactivity, or 911 emergencies. Managers can view statistics for multiple communication facilities from one browser or be alerted via email, text message, audible alarm, lamplight, screen flash, network broadcast, or team spaces.

Call Recording Queries & Playback

Call recordings are coupled with the call detail records and stored for future queries and or playback. The messages and their transcriptions (if available) are stored for any time period as dictated by corporate policy and compliance. Recordings can be searched based on the number dialed, date, time, duration, and/or query tags.



Premise / Cloud Unified Communications


Communication Analytics Call Accounting

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Shadow Agent

Shadow Agent brings real time call center leaderboards, user/agent and queue metrics to Webex Calling.


Shadow Agent offers enhanced call center-like analytics for standard call queues and agents at a fraction of call center seat licenses.

Enhanced Presence Dashboard

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, call activity and meeting status.

User Leaderboard

Shadow Agent includes a user leaderboard updated in real time including call activity metrics including direction, abandoned, answered and missed calls.

Queue and Agent Dashboard

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.

Enterprise Analytics and Historical Call Queue Reporting

Shadow Agent tightly integrates with Shadow All In One Analytics for account level enterprise reporting, billing integration and real time dashboards.


Webex Calling


Agents and Call Queues Real Time Dashboards



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