Friday, December 1, 2023

RingCentral MVP coupled with Shadow Agent. CX Features without CX!


Affordable, innovative solutions to enhance efficiency and elevate the overall customer experience.

RingCentral MVP Call Queues coupled with Shadow Agent by RSI is a powerful scalable alternative to upgrading to more complex and expensive call center solutions.

The integration brings together various communication channels into a unified platform, simplifying the agent's workflow and ensuring a consistent and seamless experience for customers. The valuable live and historical data analytics and reporting features empower businesses to gain deep insights into customer interactions, agent performance, and overall support metrics, enabling strategic decision-making for continuous improvement.
Shadow Agent builds upon the existing integrations and core functionality of an established RingCentral MVP platform.  Many features such as disposition codes,  leaderboards, enhanced heads up display,  real time agent performance, service levels,  AI transcription, call queue call back,  VIP call priority answer are all packed into the RingCentral MVP + Shadow Agent combination.


Most importantly, the combined features of Shadow Agent and RingCentral MVP enable businesses to deliver personalized, efficient, and responsive support, leading to increased customer satisfaction and loyalty. Furthermore, with the embedded remote work capabilities, businesses can offer uninterrupted service from anywhere in the world. For more information, visit our website #BLOG #RSI #POPULAR

Thursday, September 28, 2023

RSI leadership attending Zoomtopia

RSI is delighted to attend Zoomtopia 2023

Get an exclusive look into the latest innovations shaping the future of work and the workplace.
Discover how to leverage AI to create a more efficient and flexible work environment.
Learn from industry thought-leaders about the tech trends that matter to you.

Discover new ways to improve collaboration, make more impactful decisions, and deepen customer relationships at Zoomtopia, our incredible, award-winning event. You’re in for the most exciting, interactive, and inspiring event of the year, for decision-makers across industries!

The event is scheduled for October 3-4,2023 at the  San Jose Convention Center..

If you are a Zoom colleague attending the event, schedule a meeting with us:

Check us out on our website:


RingCentral Service Disruption Impacting Shadow Agent


September 28, 2023, 8:05 AM ET  


Unable to access your Shadow Agent due to RingCentral Service Status Update

A portion of RingCentral Customers may be experiencing issues with saving changes in service web,  receiving push notificiations, messaging Syncing, device purchasing, changing call queue status and inability to confirm emergency location settings in RC App.  Some may be unable to log in.

The service is temporarily unavailable. Please try again later. If the problem persists, please contact RingCentral support. [-3927745282916721374]

Please file a ticket with RingCentral Support.

RSI Support Services.


Wednesday, September 13, 2023

Thursday, August 10, 2023

RSI unveils Shadow All-In-One Analytics for Bell Total Connect

Fast-paced modern business requires more than just a strategic mindset; it demands accurate and actionable insights from their communication ecosystem. Recognizing this need, RSI is introducing Shadow All-In-One Analytics for Bell Total Connect. This powerful comnunication analytics solution offers a comprehensive data analysis that empowers businesses to make informed decisions, optimize operations, and improve customer experience.

Unlocking the Power of Communication Data

Historical data can be a goldmine of information for businesses, providing a rich context to understand trends, patterns, and performance over time. The Shadow All-In-One Analytics platform takes full advantage of this by offering deep insights into historical data related to Bell Total Connect services. While real-time data is invaluable, historical data adds a layer of strategic understanding that allows businesses to identify long-term trends and make predictive decisions.

Features and Functionality

The Shadow All-In-One Analytics platform comes equipped with a range of features designed to cater to the analytical needs of businesses using Bell Total Connect services. Some of the standout features include:

Call Journey Analysis

Shadow All-in-One Analytics provides cradle to grave management reports which highlight long duration, wait times, hold and missed calls. All activity may be pinpointed to a particular agent, extension, voice mailbox, hunt group, endpoint, or corporate level.

Historical Reporting

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.

Scheduled Reportings

Schedule any set of reports for periodic delivery to any email, SFTP or public folder for consumption by different users, managers or groups. Reports can be produced and consumed in different formats for import into business intelligence tools.

Quality of Service

Monitor traffic quality allowing for proactive network and resource adjustments that can result in more efficient communications and lower costs.

The RSI Advantage

RSI has a proven track record of delivering cutting-edge solutions to empower businesses. With expertise in data analytics, telecom services, and business intelligence, RSI is uniquely positioned to provide an analytics platform tailored to the needs of Bell Total Connect users.

Getting Started

Businesses eager to leverage the insights offered by the Shadow All-In-One Analytics platform can visit our website at to learn more about the features, benefits, and pricing options. Whether it's identifying trends, optimizing costs, or refining strategies, Shadow is poised to become an indispensable tool for businesses using Bell Total Connect services.

By providing businesses with the tools to understand their communication ecosystem, businesses can rely on better insights to make better decisions and ensure better outcomes.


Tuesday, June 13, 2023

Shadow Agent - Potential Service Disruption


June 13, 2022, 2:00 PM ET  


Unable to access yourShadow Agent portal.

Starting June 13, 2022, at approximately 2:00 pm EST, customers of RSI Shadow Agent cannot log into their portal.

Our global provider, Amazon AWS is experiencing intermittent issues.  We have escalated the problem and Amazon is working on the issue.

AWS Health:

External site:

AWS Tweets:


2:00PM ET - The problem has been escalated.  

UPDATE: 4:41 PM ET - Problem resolved.

RSI Support Services.


Monday, May 15, 2023

RSI playing for SickKids in the Heatwave for SickKids Volleyball Charity Event


We are playing for SickKids in the Heatwave for SickKids Volleyball Challenge and will be serving up funds to end childhood cancer and build a new SickKids.  Thank you for your support!

Right now, there are more than 800 children in treatment for cancer alone at SickKids Hospital. Many are fighting for their lives. These courageous children living with cancer need your help. Cancer is the most common cause of disease-related death in Canadian children and the rate of occurrence continues to rise. 320 new cases of cancer are diagnosed each year at SickKids. But the clinical facilities at SickKids are close to 70 years old. Today, one of the biggest battles at SickKids is against the limits of an old building. Help us unleash the full potential of SickKids by donating online – it’s safe, secure and easy. Any amount you give today will help us reach our fundraising goal. Together we are UNSTOPPABLE!

Heatwave - RSI Shadows (


Friday, April 28, 2023

Saturday, February 4, 2023

What does ChatGPT know about the merits of Communication Analytics?

We asked ChatGPT about the merits of real time and historical metrics for communication managers.  

It sure sounds like ChatGPT could write the script for Shadow All In One Analytics!

Merits of Real-Time Call Analytics and Reporting

Call centers are a critical part of modern customer service operations, handling thousands of calls every day. To manage these operations effectively, it's crucial to have real-time call analytics and reporting tools in place. These tools provide valuable insights into call center performance, allowing managers to make informed decisions that can improve the customer experience and drive business results.

Historical Call Accounting and Call Queue Reporting

Historical call accounting provides a detailed overview of call center performance over time, helping managers to identify trends and patterns in call volume and wait times. This information can be used to optimize staffing levels, reduce wait times, and improve call handling processes.

Call queue reporting provides real-time data on call volume, wait times, and other key metrics, allowing managers to monitor performance in real-time and respond quickly to changes in call volume. This information is particularly useful for identifying call spikes, which can be caused by promotions, special events, or other factors.

Real-Time Dashboards and Wallboards

Real-time dashboards and wallboards are critical for monitoring call center performance in real-time. These tools provide a visual representation of key metrics, such as call volume, wait times, and agent availability, allowing managers to quickly identify areas of concern and take action to improve performance.

Triggers for Notification of Call Events

Triggers for notifications of call events, such as abandoned calls, long call waiting times, and overflow times, help managers to stay on top of performance issues and respond quickly to improve the customer experience. For example, if an agent is taking too long to handle a call, a trigger can be set to notify the manager, who can then take action to resolve the issue.

Inbound and Outbound Leaderboards

Inbound and outbound leaderboards provide real-time rankings of agents based on key metrics, such as call volume, wait times, and customer satisfaction. This information is valuable for motivating and coaching agents, as well as for identifying areas of improvement.

Quality of Service Metrics

Quality of service metrics provide a detailed overview of call center performance, allowing managers to evaluate the quality of the customer experience. These metrics can include call wait times, abandonment rates, and customer satisfaction scores, and can be used to identify areas of improvement and make data-driven decisions.

In conclusion, real-time call analytics and reporting tools are essential for managing call center operations effectively. By providing valuable insights into call center performance, these tools help managers to make informed decisions that can improve the customer experience, drive business results, and optimize call center operations.

Find out about Shadow All In One Analytics 


Shadow All In One Analytics on Avaya DevConnect Marketplace

Shadow All-In-One Analytics for Avaya Cloud Office offers a cloud-based solution for capturing, processing, reporting, and archiving transactions across all configurations including single and multi-site deployments. Organizations using the application have complete visibility across the entire spectrum of a corporate collaboration ecosystem for any specified length of time. The product provides historical call accounting, call center reporting, call recording playback, real-time agent/queue dashboards, team collaboration adoption metrics, custom integrations, and emergency notification. By leveraging the latest technologies, Shadow All-in-One Analytics empowers enterprises to increase adoption of new technologies, remove bottlenecks, reconcile expenses, facilitate team collaboration, improve customer experience, and..



Wednesday, February 1, 2023

RSI Executives Attending Enterprise Connect 2023

For over 30 years, Enterprise Connect has been the leading conference and exhibition for enterprise communications and CX in North America. Enterprise Connect is where the enterprise IT community gathers to exchange knowledge, network with peers and experts, and explore new technologies and strategies for communications and collaboration.

Whether it’s your Contact Center, Unified Communications, A/V, or Security and Compliance, your enterprise’s collaboration needs have never been more critical or in flux. Now is the time to make sure your plans address the needs of your business today and scale for the future.

Enterprise Connect provides expert education and innovative solutions for the communications/collaboration/CX industry. The conference provides insights, networking, & products the industry relies on to keep informed and connected.

Resource Software International Ltd. (RSI) will be in attendance, joining colleagues and partners in attending sessions.  See you there!

Event Dates:

March 27-30, 2023
Gaylord Palms,
Orlando, FL


Friday, January 13, 2023

Mitel IP400 series phones certified on RingCentral MVP


Since the RingCentral-Mitel partnership was announced in November 2021, both companies have been working closely together to make it easier for Mitel customers to migrate to RingCentral MVP. We hit a major milestone in April of this year, when we announced that the flagship Mitel 6900 IP Phones were officially RingCentral-certified ahead of schedule.

Together, we’ve taken another step in the process. The recent certification of the IP400 series means all of Mitel’s current IP desktop phone series are certified with RingCentral MVP.

With the certification of the IP400 series, Mitel customers can take full advantage of RingCentral’s industry-leading MVP unified communications-as-a-service (UCaaS) platform and get all the benefits of a cloud-based unified communications environment:

  • Customizable features, functions and capabilities
  • Enhanced internal communication and collaboration
  • Business continuity regardless of where employees are working from
  • Improved customer and employee experience
  • Cost optimization and risk mitigation
  • Operational efficiency by outsourcing challenging technical details to experts

For more information, visit our website at

Or contact me directly:
Nicholas Salomone
Telecom Services ManagerEmail:

Direct Line: (289) 275-2453