Technology Partner

Technology Partner

Zoom

Zoom Video Communications, Inc. (NASDAQ: ZM) brings teams together to get more done in a frictionless video environment. Their easy, reliable, and innovative video-first unified communications platform provides video meetings, voice, webinars, and chat across desktops, phones, mobile devices, and conference room systems. Zoom helps enterprises create elevated experiences with leading business app integrations and developer tools to create customized workflows.

Products for Zoom
 
 
PRODUCTS
 

Shadow All In One Analytics

Scalable analytics for messages, video & phone, real-time presence dashboards, call recording replay, and alert notification.
 

Shadow All-In-One Analytics offers a cloud-based solution for capturing, processing, monitoring, reporting, and archiving transactions across many premise PBXs and cloud communication platforms.

Reports

Dashboards

Agents

Recordings

Notifications

Call Journey Analysis and Call Accounting

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.

Historical & Real-Time Presence Dashboards

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.

Alert & Emergency Notifications

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 spaces.

Call Recording Queries & Playback

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.

Compatability

Premise / Cloud Unified Communications

Category

Communication Analytics Call Accounting

Brochure

Demonstration

Free Quote

 
 
 
TAILORED PRODUCTS
 

Shadow Agent

Shadow Agent integrates with Zoom Phone to provide an enhanced presence dashboard by intuitively grouping users, queue members or departments. Live leaderboard metrics demonstrate real time queue and agent performance.
 

 

Shadow Agent offers enhanced call center-like functionality for standard call queues and agents at a fraction of call center seat licenses.

Disposition, Activity, or Incident Codes

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.

Enhanced Presence Dashboards

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 or Presence Codes

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.

Enterprise Analytics and Historical Call Queue Reporting

Shadow Agent tightly integrates with Shadow All In One Analytics for account level enterprise reporting, billing integration and real time dashboards.

Compatability

Zoom Phone

Category

Agents and Call Queues Real Time Dashboards

More Information

Demonstration

Free Quote