Oshawa, Ontario — May 27, 2026 — Resource Software International Ltd. today announced the launch of Shadow All-In-One Analytics for Intermedia Unite, also known in some markets and channels as Intermedia Elevate. The new solution extends RSI’s Shadow analytics platform to organizations using Intermedia’s cloud communications services, helping businesses transform everyday call activity into clear operational intelligence.Intermedia Unite is positioned as a unified communications platform that brings together business phone service, video conferencing, chat, SMS, file management, and other collaboration tools in a cloud-based communications environment. (intermedia.com) With Shadow All-In-One Analytics, RSI gives Intermedia customers a more complete view of how that communications environment is being used, where service gaps may exist, and how teams are performing over time.“Modern businesses do not just need a phone system. They need visibility,” said RSI. “Shadow All-In-One Analytics gives Intermedia Unite and Elevate customers the ability to understand call activity, user performance, missed opportunities, traffic patterns, and service quality in a way that supports better decisions.”Turning Intermedia Communication Data into Business IntelligenceShadow All-In-One Analytics is designed for organizations that need more than basic call history. It provides both real-time dashboards and historical reporting, helping managers, owners, IT teams, and service providers understand what is happening across the business communications environment.The platform helps answer (more)...
Shadow Agent for RingCentral now offers live dashboards of traditional resources (IVR, Agents, Queues) and the new RingCentral AI Receptionists. Manage your human and virtual resources in one place.Avoid potential bottlenecks and misinformation from poorly trained agentic resources! Manage the health of your ecosystem with greater certainty and efficiency.
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Shadow Agent, developed by Resource Software International Ltd. (RSI), is an innovative application designed to consolidate your communication ecosystem. .Key Features:Disposition CodesTag calls with detailed labels indicating call type, reason, outcome, and necessary actions. This enables in-depth analysis of customer interactions and ensures consistent record-keeping.Account CodesRestrict outbound calls to verified account codes, ensuring calls are tied to appropriate clients or projects. This feature enhances accountability and facilitates billing processes.Auxiliary Codes & Wrap ModeAuxiliary Codes: Track agent activity during non-call periods with customizable AUX codes, such as "On Break" or "On Lunch."Wrap Mode: Automatically set a timed state after calls to allow agents to complete necessary after-call work before receiving another call.Enhanced Heads-Up Display (HUD)Configure dynamic local HUDs to display real-time data about queues, departments, or specific users. This provides supervisors and team members with visibility into agent activity and performance metrics.Presence OverrideAllow administrators or queue managers to adjust team members' presence statuses, ensuring accurate visibility into availability and status updates.Advanced Call Handling FeaturesVIP Call Prioritization: Cherry-pick high-priority calls for immediate handling.Callback Options: Offer customers callback features for abandoned or voicemail calls.Barge/Listen Modes: Provide supervisors with the ability to monitor and intervene during calls.Auto-Logoff: Automatically log (more)...
