Shadow A1 is RSI's scalable call accounting, call analytics and call recording platform — capturing, processing and reporting on your entire communication ecosystem, from mobile and voicemail to call center agent and queue activity. Still actively sold and supported across most major cloud and premise PBX platforms, including Avaya, Cisco, Mitel, RingCentral, Zoom, 3CX and more.
Cradle-to-grave management reports highlighting long duration, missed calls, excessive cost, and IVR routing summaries.
Dynamic, customizable dashboards for wallboards or desktops, giving supervisors and agents instantaneous performance feedback.
Recordings coupled with call detail records, searchable by number, date, time, duration and query tags.
Triggers for agent status, service levels, abandoned calls or 911 emergencies — delivered by email, text, audible alarm or team spaces.
Track calls end to end as they move across platforms and environments — from IVR to agent to resolution — with cradle-to-grave visibility into service levels, transfers and usage summaries across your communication ecosystem.
Pinpoint bottlenecks, highlight suspicious or unusual activity, and reconcile carrier invoices against actual business activity — helping control telecom spend and protect your organization from misuse and system abuse.
Shadow A1 is supported across most major cloud and premise communication platforms. Select a platform below, or visit our full Technology Partners page for the complete list.
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