Avaya, is a publicly traded (AVYA:NYSE) provider and global leader in digital communications software, services and devices for businesses of all sizes. They enable the mission critical, real-time communication applications of the world's most important operations.
Avaya offers communications on prem, in the cloud, or hybrid making every experience with your business seamless and connected. Employee collaboration is easier and more efficient, and customer satisfaction is higher. Avaya delivers experiences that matter.
Our all-in-one omnichannel collaboration analytics products are compatible across major Avaya communication platforms including IP Office, Aura CM, Avaya Cloud and legacy Nortel platforms. Our solutions span a broad range of industry sectors including retail, government, education, brokerage, professional, hospitality and general business environments. In vertical markets, we provide unique integration to hotel property management systems and professional accounting packages.
RSI is an Avaya DevConnect Technology Partner. Our producst are found on the Avaya DevConnect Marketplace.
RSI is an Avaya DevConnect Technology Partner. Shadow All In One Analytics (listed below) is compatible across most current Avaya platforms. Additionally, our products for the entire Avaya and Legacy Nortel family are found on the Avaya DevConnect Marketplace.
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.
Shadow All-in-One Analytics utilizes Avaya Cloud Office APIs to gather collaboration metrics for messages (SMS, Fax, VM, Tasks), meetings, and calling activity. Managers now have the ability to monitor, measure, and manage their entire ecosystem in one place. Tailored dashboards can present current call center activity, number of meeting by host or participants, most actively posting teams, task completion rate, SMS or VM read metrics and total call activity. There are hundreds of potential widgets that can be configured to meet the customer use case.
Optionally, add Shadow Agent for Avaya Cloud Office also available in the Avaya DevConnect Marketplace. Shadow Agent allows customers to bridge the gap between UCaaS and CCaas without the need for expensive licenses. ACO call queues can now have disposition codes, AUX Codes (i.e. bathroom break, on lunch), account and verified account codes, presence override by management, auto-logoff and leader boards.
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.
When using the built-in dialer, Shadow Agent can restrict outbound calls to a range of verifiable account codes (sometimes called client/matter numbers or authorization pin). Failure to enter a valid code will not allow the call to proceed. Forced account codes are generally used in professional environments that want to bill for their time spent on calls. Similarly, Shadow Agent offers voluntary account codes for environments that want to optionally tag a call without call restriction.
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.
Shadow Agent tightly integrates with Shadow All In One Analytics for account level enterprise reporting, billing integration and real time dashboards.
Shadow Agents offers several call queue control features. Agents can optionally be removed from call queues if they ignore or fail to answer a call. Similarly, when an agents put themselves into invisible state, Shadow Agent can optionally manage their queue presence. After call work can be triggered automatically and set after call end. Agents can optionally remove themselves from wrap states before the threshold is reached.
Shadow Bot is an interactive facilitator of communications between RSI Shadow applications and ACO team collaboration users. The bot can be engaged directly or added to a group or team to receive real time notifications of events such as calls to international destinations and or emergency services.
Shadow Bot can be asked to produce an Instant Report or a scheduled set of reports delivered directly to an individual, group or team. An associated CSV file is delivered to subscribed members for review or use in business intelligence tools.