Customers expect an answer on the first ring, a resolution on the first call, and the same experience on every channel. Call center leaders are asked to deliver all of it with flat headcount and tighter budgets, often across more than one phone platform. The gap between what customers demand and what legacy reporting can show is where service quality quietly erodes.
RSI has spent decades in call accounting. Shadow Analytics is where that heritage becomes Communication Intelligence: a modern Call Analytics MCP and Call Center MCP that lets you ask questions of your communications data in plain English, from the AI assistant you already use. It works with RingCentral, Webex Calling, Intermedia, Zoom, and Microsoft Teams.
Five Concerns Keeping Call Center Leaders Up at Night
- "We learn about problems after the customer does." Weekly reports describe last week.
- "We can't see the whole customer journey." Callers bounce between IVRs, queues, agents, and transfers.
- "We don't know how customers really feel." Survey response rates are low, and thousands of calls go unheard.
- "Our channels and platforms are siloed." Voice, SMS, and team messaging live in different tools, and mergers or growth leave teams on different phone systems.
- "Reporting takes too long." Managers wait on analysts while the question goes stale.
How Shadow Analytics Solves Them
Real-Time Visibility: Your Call Center MCP
Live dashboards show queues, staffing, and service level as they happen, and can run full-screen on a wall display. Alerts fire within seconds when a live measure crosses your threshold, so supervisors prevent problems instead of apologizing for them.
Call Journey: Complete Call Tracking and Call Accounting MCP
Every call is traced through its queues and agents, with timeline, recording, and transcript in one place. You also get long-duration, missed, and abandoned call reports, cost and usage reporting, and scheduled delivery by email, webhook, or SFTP.
Interaction Insights: Your Communication Intelligence Engine
Shadow shows how customers felt across transcribed calls, by queue, agent, and keyword, then lets you drill into the calls behind each score. You measure customer experience across your conversations instead of guessing from a survey sample.
Omnichannel and Agentic AI: Your Communication Ecosystem MCP
One page shows every channel's contacts, how many were resolved, and where contacts slipped through. Searchable message history extends visibility beyond voice. Agentic AI compares AI-assisted calls with human-only calls on volume, resolution, satisfaction, and speed, so you can see what your automation is worth.
Ask in Plain English: Call Analytics MCP in Action
Connect Claude, ChatGPT, or another AI assistant to Shadow Analytics and ask:
"Which queues had the most abandoned calls this week, and how did customers feel on those calls?"
That used to be a ticket to an analyst. You can also describe a report in plain English, review it, and save it for your organization. Perspectives let you tell your assistant what to lead with and what to avoid. They shape the framing, never the figures.
One Analytics Layer Across Your Phone Platforms
Whether your teams run on Webex Calling, Zoom, Microsoft Teams, Intermedia, or RingCentral, Shadow gives them one consistent way to track calls, measure experience, and ask questions. No more stitching together a different reporting tool for every vendor, and no rebuilding your reports if you switch platforms.
Built for Every Role
- Supervisors watch queues and agents live and investigate calls.
- Managers track team performance and get scheduled reports.
- Analysts build, chart, and share reports with clear definitions of each figure.
- Admins control access with roles and review activity.
Why RSI
- Deep heritage: decades of call accounting expertise, extended into AI-driven communication intelligence.
- Multi-vendor by design: RingCentral, Webex Calling, Intermedia, Zoom, and Microsoft Teams.
- One platform: call accounting, analytics, sentiment, recordings, transcripts, and messaging together.
- AI-ready: an MCP connection puts your data where your team already works.
The Bottom Line
Customer experience is won or lost in small moments: a long hold, a missed callback, an unresolved text. Shadow Analytics makes those moments visible while they can still be fixed, on whichever platform they happen.
Ready to turn call data into Communication Intelligence? Talk to RSI about Shadow Analytics.
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