Shadow Agent adds CX functionality to your unified communications platform using published vendor APIs — no expensive call center licenses required. Capability depends on what each vendor's API exposes today.
Shadow Agent bridges the gap between your unified communications platform and a full contact center suite — adding basic CC features on top of your existing UC investment instead of requiring an expensive call center license. Agents get practical reporting and controls for everyday call queue work, while supervisors get operational visibility and control over queues, breaks and performance. Features vary depending on each vendor's integration capabilities.
Cherry pick, disposition codes, intelligent callback, campaign management, break codes and account codes.
Break codes, presence dashboards, and queue/agent leaderboards.
Break codes, presence dashboards, and queue/agent leaderboards.
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