Shadow CMS
About Shadow CMS
Shadow CMS is a communication management analytics platform from Resource Software International Ltd. (RSI) that provides insights for every enterprise. It combines portfolio management, communication analytics, and Shadow All In One Analytics so organizations can effectively track and analyze their communication strategies. With features such as About Us, Headquarters, Leadership, Become A Reseller, and Career Opportunities, Shadow CMS offers comprehensive support for businesses looking to improve their communication management processes. The platform is designed to assist organizations in improving their internal and external communications. Key capabilities: Portfolio management Communication analytics Shadow All In One Analytics Leadership insights Career opportunities Best for: enterprises that need to analyze and improve their communication strategies.
Shadow CMS by Resource Software International Ltd. (RSI) is a comprehensive call accounting software designed to provide businesses with detailed insights into their telecommunications usage. Its primary purpose is to help organizations track call data, analyze trends, and optimize communication costs effectively. The software offers a range of features, including real-time reporting, call recording, customizable dashboards, and automatic call distribution, making it an invaluable tool for businesses aiming to enhance their call management processes. The user interface of Shadow CMS is intuitive and user-friendly, allowing managers to access vital information quickly and efficiently. The interface is designed with a Quick View communication hub, which enables users to view call queues, groups, agents, and other call center activities in one place. This streamlined design helps users navigate the software easily and enhances overall usability. Additionally, the software offers built-in automation and real-time billing, further simplifying the management of communication facilities. In terms of functionality, Shadow CMS stands out with its extensive range of features. It provides detailed historical analysis of call center activities, including call queues, groups, agents, and call recordings.
Pros & Cons
- +1. Scalability: Suitable for businesses of all sizes, from single-site to multi-location enterprises.
- +2. Cloud-based Solution: Offers easy deployment and accessibility from anywhere.
- +3. Comprehensive Functionality: Includes features like reports, dashboards, call recording playback, notifications, call journey analysis, and call accounting.
- +4. Detailed Reporting: Provides cradle-to-grave reporting with insights into long calls, missed calls, excessive costs, and IVR routing.
- +5. Pre-built Templates and Customization: Offers pre-canned reports for compliance and trend analysis, with a powerful builder for custom reports.
- +6. Real-Time and Historical Dashboards: Monitors agent/queue performance, customer experience, and network health over time.
- +7. Customizable Alerts: Triggers alerts for specific events like agent status, service levels, wait times, or emergencies.
- +8. Call Recording Management: Stores and allows searching of call recordings based on various criteria.
- +9. Legacy System Compatibility: Supports many traditional PBX systems from past manufacturers.
- +10. Multiple Platform Compatibility: Integrates with various communication platforms, including Avaya, Cisco, Digium, Mitel, Microsoft, RingCentral, Zoom, and others.
- +11. Tailored Products: Offers additional features for call centers and real-time notifications through Shadow Agent and Shadow Bot (for RingCentral).
- −1. Outdated Interface Look (possible): Since the origins date back to 1993, the user interface might not be the most modern.
- −2. Focus on Premise Systems: While cloud-based, there's an emphasis on compatibility with legacy on-premise PBX systems. Might not be ideal for those fully committed to cloud communication.
- −3. Limited Information on Specific Features: While a broad overview is provided, details on specific features within reports, dashboards, and agent tools might be lacking.
Features
Key features
- 1. Scalable Cloud or Premise Deployments
- Shadow offers deployment options (cloud or on-premise) with a consistent user experience. It can handle large communication environments and integrates big data for analysis.
- 2. Broad Platform Compatibility
- Shadow supports a vast range of communication platforms, including both current (e.g., RingCentral, Zoom) and legacy systems (e.g., Nortel, Panasonic).
- 3. Historical & Real-Time Analytics
- Provides historical trend analysis and real-time dashboards for agents, queues, and overall communication health.
- 4. Alert & Emergency Notifications
- Customizable alerts can be triggered based on various events and delivered through multiple channels (email, SMS, etc.).
- 5. Call Recording & Playback with Search
- Call recordings are stored and searchable based on various criteria, allowing for easy retrieval and analysis.
Additional features
- 1. Reports
- Generate reports on call accounting, agent/queue performance, service levels, and more.
- 2. Dashboards
- Real-time and historical dashboards for agents, queues, and communication health.
- 3. Agent Features
- Shadow Agent (for RingCentral, Zoom, Webex) offers features like disposition codes, presence dashboards, and AUX codes for call center functionality.
- 4. Recordings
- Call recordings are stored and searchable for playback and analysis.
- 5. Notifications
- Customizable alerts for various events delivered through multiple channels.
- 6. Call Journey Analysis & Accounting
- Provides detailed reports on call routing, duration, costs, and missed calls.
- 7. Compliance Support
- Supports retention of communication data to meet regulatory requirements.
- 8. Training & Monitoring
- Analyze call recordings to identify areas for improvement in agent performance and customer experience.
- 9. User Adoption Tracking
- Monitor adoption rates of new communication technologies within the organization.
- 10. Customer Experience Analysis
- Analyze call quality, wait times, and other metrics to understand customer experience.
- 11. Communication Spend Management
- Analyze and optimize communication costs with rating and tariff plans.
- 12. Dispute Resolution
- Access historical call records to resolve customer or employee disputes.
- 13. Emergency Notification
- Trigger emergency alerts to personnel, desktops, mobile devices, etc.
- 14. Employee Productivity Analysis
- Analyze call patterns to identify areas for improvement in agent performance and resource allocation.
- 15. Scalability
- Can handle small and large communication environments.
- 16. Cloud or Premise Deployment
- Offers both cloud-based and on-premise deployment options.
- 17. Web-Based Interface
- Provides a consistent user experience regardless of deployment method.
- 18. Legacy System Compatibility
- Supports integration with many legacy PBX systems.
Pricing
Countries & Languages
Interface languages
Billing currencies
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About Shadow CMS
Shadow CMS is a communication management analytics platform from Resource Software International Ltd. (RSI) that provides insights for every enterprise. It combines portfolio management, communication analytics, and Shadow All In One Analytics so organizations can effectively track and analyze their communication strategies. With features such as About Us, Headquarters, Leadership, Become A Reseller, and Career Opportunities, Shadow CMS offers comprehensive support for businesses looking to improve their communication management processes. The platform is designed to assist organizations in improving their internal and external communications. Key capabilities: Portfolio management Communication analytics Shadow All In One Analytics Leadership insights Career opportunities Best for: enterprises that need to analyze and improve their communication strategies.
Shadow CMS Details
Shadow CMS's In-App Market Place
Does Shadow CMS have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD (A$), CAD (C$), JPY (¥), CHF (Fr), CNY (¥), INR (₹), MXN (Mex$), SGD (S$), ZAR (R), NZD (NZ$), AED (د.إ)
Pros & Cons
- 1. Scalability: Suitable for businesses of all sizes, from single-site to multi-location enterprises.
- 2. Cloud-based Solution: Offers easy deployment and accessibility from anywhere.
- 3. Comprehensive Functionality: Includes features like reports, dashboards, call recording playback, notifications, call journey analysis, and call accounting.
- 4. Detailed Reporting: Provides cradle-to-grave reporting with insights into long calls, missed calls, excessive costs, and IVR routing.
- 5. Pre-built Templates and Customization: Offers pre-canned reports for compliance and trend analysis, with a powerful builder for custom reports.
- 6. Real-Time and Historical Dashboards: Monitors agent/queue performance, customer experience, and network health over time.
- 7. Customizable Alerts: Triggers alerts for specific events like agent status, service levels, wait times, or emergencies.
- 8. Call Recording Management: Stores and allows searching of call recordings based on various criteria.
- 9. Legacy System Compatibility: Supports many traditional PBX systems from past manufacturers.
- 10. Multiple Platform Compatibility: Integrates with various communication platforms, including Avaya, Cisco, Digium, Mitel, Microsoft, RingCentral, Zoom, and others.
- 11. Tailored Products: Offers additional features for call centers and real-time notifications through Shadow Agent and Shadow Bot (for RingCentral).
- 1. Outdated Interface Look (possible): Since the origins date back to 1993, the user interface might not be the most modern.
- 2. Focus on Premise Systems: While cloud-based, there's an emphasis on compatibility with legacy on-premise PBX systems. Might not be ideal for those fully committed to cloud communication.
- 3. Limited Information on Specific Features: While a broad overview is provided, details on specific features within reports, dashboards, and agent tools might be lacking.
Shadow CMS's Support Options
Shadow CMS's Alternatives
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TIM Enterprise
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Tapit NOVA
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