Modules include call accounting, traffic analysis, ad hoc reporting and real-time event notification for RingCentral metrics.
Unified Management of Communications Facilities
Enables organizations to unify communication facilities under one umbrella and consolidate communication metrics (inc. call accounting, call center and traffic) to effectively manage their entire ecosystem.
CRM Integrated Reporting
Synchronize your CRM with call activity enabling you to create meaningful metrics using relevant customer data. (* available with compliant CRM applications)
Historical Call Center Reporting
Analyze historical hunt group, agent, queue, workgroup and other call center activity to get a grip on call center performance.
Voice Mail Reporting
Shadow CMS now offers a complete set of reports specific to Voice Mail.
Automated Personnel Updates
Personnel information can be automatically synchronized with Active Directory, online directories and/or any ODBC compliant CRM.
Enhanced Agent Device Status Reporting
Shadow CMS can report on virtually any device status available from the communication server. New reports now show Agent login/logoff details, wrap-up/after work modes, DND, etc.
Expense Reconciliation
Accurate call detail billing calculations enable organizations to verify and reconcile telecom expenses with provider invoices.
Customer Billing
Accurate call detail billing calculations enable organizations to verify and reconcile telecom expenses with provider invoices.
Deploy on the Desktop or in the Cloud
Flexible deployment options allow the software to reside within your enterprise or in the cloud.
Built-in Automation
The built-in job scheduler provides automated reports, network analysis, and fraud protection, which can be set to record when certain triggers or criteria defined by the business have occurred to help curb network misuse, abuse and system hacks.
Cost Allocation
A comprehensive real-time billing mechanism that retrieves, translates and processes call detail information gives administrators the option to view the data in various report formats, export it to back-end systems or post it to billing systems.
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