Technology Partner

Technology Partner

Mitel

Mitel is a global market leader in business communications, powering more than two billion business connections with our cloud, enterprise and next-gen collaboration applications.

With more than 35 million users in nearly 100 countries, Mitel is the only company that wakes up every day exclusively focused on helping customers take their communications from where they are today to where they expect them to be.

Products for Mitel
 
 
PRODUCTS
 

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.

Reports

Dashboards

Agents

Recordings

Notifications

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.

 



Compatability

Premise / Cloud Unified Communications

Category

Communication Analytics Call Accounting

More Information

Demonstration

Free Quote