RSI offers vendor-agnostic communication intelligence portfolio that transform voice, contact center, messaging, video, recording and agentic AI interaction data into actionable business insight.
Designed for serverless cloud and hybrid or traditional communication environments, Our Shadow Analytics portfolio unifies customer journeys, operational performance, agent and queue activity, platform adoption and ecosystem health in one intelligent analytics framework.
Building on more than 33 years of call accounting and telecommunications management expertise, RSI continues to support the essential capabilities organizations rely on, including historical call accounting, CDR and SMDR analysis, call-center reporting, call-recording playback, real-time agent and queue dashboards, emergency notification, traffic analysis, hotel billing and PBX administration.
Our new Shadow Analytics AI-driven communication intelligence platform transforms fragmented communication data into a unified, AI-driven intelligence resource. Its communication data lake brings together voice, contact center, messaging, video, recordings and AI interactions across modern ecosystems. Organizations can analyze omnichannel journeys, monitor ecosystem health, discover historical and emerging trends, measure agent and queue performance, assess customer experience and ask natural-language questions of their data. The result is faster access to better insights, better decisions and better business outcomes.
Shadow Analytics AI-driven communication intelligence unifies communication activity, turning every call, message, recording, customer journey and AI-driven interaction into actionable business intelligence.
Shadow Analytics brings communication activity from enterprise communication platforms into one unified reporting foundation.
Voice, messaging, video, SMS, recordings, AI agents, users, queues, departments and customer interactions can be consolidated to provide a complete view of the communication ecosystem.
Understand how customers and employees communicate across every channel. Shadow Analytics unifies voice, messaging, video, SMS, AI agents and digital interactions within one intelligence platform.
Organizations can compare channel performance, identify changing communication patterns and understand the complete customer experience; not just individual calls.
Monitor queues, agents, customer journeys and service levels in real time. Dynamic dashboards provide immediate visibility into calls waiting, calls handled, abandoned interactions, agent status, response times and service-level performance.
Supervisors can see what is happening across the communication ecosystem and quickly determine where action is required.
Follow every interaction from the first customer touchpoint through IVR, AI receptionists, queues, AI agents, human agents, transfers and final resolution.
Cradle-to-grave journey analysis reveals unnecessary transfers, long wait times, routing problems, repeat contacts and other friction that can affect customer experience.
Ask complex business questions using natural language and turn communication data into meaningful reports, summaries and actionable insights.
Authorized users can create reusable report templates, explore performance without designing complicated queries and share reporting intelligence with other team members.
Transform call recordings and transcriptions into deeper customer intelligence. Analyze sentiment, topics, keywords, customer satisfaction, interaction quality and emerging customer concerns.
Recordings remain connected to the associated communication records and customer journeys for secure searching, review, playback and long-term analysis.
Reveal demand patterns, seasonal behaviour, emerging trends and changes in customer or employee activity over time.
Historical intelligence helps organizations forecast demand, evaluate adoption, understand performance changes and make better workforce and operational decisions.
Shadow Analytics continually evaluates the health of the communication ecosystem to identify bottlenecks, anomalies, long waits, abandoned interactions, routing problems and potential service disruptions.
User-defined alerts and automated notifications help teams respond before performance issues affect customers, employees or business outcomes.
RSI communication analytics products are compatability tested with various major communication platforms. For some of our most common integrations, we have created custom web pages that describe our unique designations.
Available for most platforms:
Reports
Dashboards
Agents
Recordings
Notifications
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.
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.
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 collaboration spaces.
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.
The first version of Telecost (later Shadow), was first released in 1993. Since then, there have been many iterations and enhancements to our portfolio. We continue to support many platforms from former manufacturers (such as Nortel, Panasonic, ShoreTel and many others). Feel free to Contact Us to inquire about compatibility with your premise or cloud platform.
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.
RSI communication analytics products are compatability tested with various major communication platforms. For some of our most common integrations, we have created custom web pages that describe our unique designations.
Avaliable for:
Learn more on our RingCentral, Zoom and Webex by Cisco pages
Shadow Agent allows users to tag calls with disposition codes or labels that indicate the call type, reason for the call, the outcome of the call, and the required action. The metrics can later be dissected to provide better insights into product stability, customer experience or resource allocation.
Shadow Agent includes a powerful dynamic local presence dashboards that can be configured to show specific queues, departments, or users. Real time leader boards can highlight user or agent activity and performance. Queue dashboards show real time calls waiting, in progress or service levels.
Auxiliary Codes (or Presence Codes) are used to track the time an agent has deliberately chosen to not accept calls. Shadow Agent allows for customizable AUX codes such as On Break, Bathroom Break or On Lunch. Timed states can automatically be set for a user after a call. These states are known as Wrap or After Call Work modes.
Shadow Agent tightly integrates with Shadow All In One Analytics for account level enterprise reporting, billing integration and real time dashboards.
RSI communication analytics products are compatability tested with various major communication platforms. For some of our most common integrations, we have created custom web pages that describe our unique designations.
Avaliable for:
Learn more on our RingCentral or Avaya Cloud Office page
RSI communication analytics products are compatability tested with various major communication platforms. For some of our most common integrations, we have created custom web pages that describe our unique designations.
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