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RSI Shadow Agent Coupled with RingEX are a natural tandem for migrating Mitel customers.

RingCentral EX (formerly MVP) is widely acknowledged as the market-leading UCaaS solution, offering a single-app experience, unmatched reliability, seamless integration with existing business apps, and a global footprint in 110+ countries. RingCentral EX's undeniable benefits, as well as how easy it is for organizations with Mitel equipment to get started, is why thousands of organizations have successfully migrated to RingCentral thus far. Additionally, many partners recognize the immense value of the Mitel’s partnership with RingCentral. Coupled with RingCentral EX, RSI Shadow Agent adds popular functions such as custom break codes, states, agent/queue supervisor management, auto-logoff, queue call backs, expected wait times, real time leaderboards and queue KPIs. Discover how to tag calls with disposition or incident codes for better understanding of customer interaction. Shadow Agent also introduces cradle to grave timelines, transcription, call recording playback, sentiment analysis, RingCX integration and enterprise grade analytics using RSI Shadow All In One Analytics.Find out how RSI can provide CX features without licenses. #POPULAR #BLOG (more)...


Resource Software International Ltd. (RSI) Enhances Agent Productivity with Webex by Cisco

 PRESS RELEASETORONTO - April 3, 2024 -- RSI, a global cloud communications analytics provider, today announced its partnership with Webex by Cisco, a leading provider of collaboration technologies powering hybrid work, to provide real time dashboards to mutual customers. Shadow Agent is a new integration that layers onto Webex Calling implementations to provide real time visibility to user, agent and queue metrics for data scientists, queue managers, agents and remote workers."Shadow Agent gives Webex Calling customers real time insights about queue and agent performance, service levels and user presence," said Rito Salomone, President, RSI. "RSI is delighted Shadow Agent has successfully integrated with Webex Calling. This new offering will give our mutual customers better business insights, leading to better decisions and better outcomes."Shadow Agent is a seamless integration with Webex Calling and can be activated by the account administrator. Shadow Agent provides a dashboard of key metrics , including presence status, queue membership and login state, daily leaderboards (more)...


RingCentral MVP coupled with Shadow Agent. CX Features without CX!

 Affordable, innovative solutions to enhance efficiency and elevate the overall customer experience. RingCentral MVP Call Queues coupled with Shadow Agent by RSI is a powerful scalable alternative to upgrading to more complex and expensive call center solutions. The integration brings together various communication channels into a unified platform, simplifying the agent's workflow and ensuring a consistent and seamless experience for customers. The valuable live and historical data analytics and reporting features empower businesses to gain deep insights into customer interactions, agent performance, and overall support metrics, enabling strategic decision-making for continuous improvement. Shadow Agent builds upon the existing integrations and core functionality of an established RingCentral MVP platform.  Many features such as disposition codes,  leaderboards, enhanced heads up display,  real time agent performance, service levels,  AI transcription, call queue call back,  VIP call priority answer are (more)...