Oshawa, Ontario — May 27, 2026 — Resource Software International Ltd. today announced the launch of Shadow All-In-One Analytics for Intermedia Unite, also known in some markets and channels as Intermedia Elevate. The new solution extends RSI’s Shadow analytics platform to organizations using Intermedia’s cloud communications services, helping businesses transform everyday call activity into clear operational intelligence.
Intermedia Unite is positioned as a unified communications platform that brings together business phone service, video conferencing, chat, SMS, file management, and other collaboration tools in a cloud-based communications environment. (intermedia.com) With Shadow All-In-One Analytics, RSI gives Intermedia customers a more complete view of how that communications environment is being used, where service gaps may exist, and how teams are performing over time.
“Modern businesses do not just need a phone system. They need visibility,” said RSI. “Shadow All-In-One Analytics gives Intermedia Unite and Elevate customers the ability to understand call activity, user performance, missed opportunities, traffic patterns, and service quality in a way that supports better decisions.”
Turning Intermedia Communication Data into Business Intelligence
Shadow All-In-One Analytics is designed for organizations that need more than basic call history. It provides both real-time dashboards and historical reporting, helping managers, owners, IT teams, and service providers understand what is happening across the business communications environment.
The platform helps answer practical questions such as:
How many calls are being missed?
Which users, departments, hunt groups, or locations are handling the most traffic?
Where are customers waiting too long?
Are call volumes changing by day, season, campaign, or business unit?
Which employees or teams may need additional staffing, training, or process support?
Are communication resources being used efficiently?
Key Capabilities
Real-Time Communication Dashboards
Shadow All-In-One Analytics provides real-time operational views that help businesses monitor live activity across Intermedia Unite / Elevate environments. Managers can see current call activity, user activity, queue or group behaviour, and key service indicators without waiting for end-of-day reporting.
Historical Call and User Reporting
The platform captures and organizes historical communication activity so organizations can analyze trends over days, weeks, months, quarters, or custom business periods. This helps support long-term planning, staffing decisions, performance reviews, customer experience analysis, and cost optimization.
Call Journey Visibility
Shadow helps businesses follow the path of communication activity across users, extensions, hunt groups, voicemail, endpoints, and business units. This helps identify where calls are answered, transferred, held, missed, or routed away from the intended destination.
Missed Call and Response Analysis
Missed calls often represent missed revenue, customer frustration, or operational gaps. Shadow reporting helps identify where missed calls are occurring, when they occur most often, and which teams or locations may require attention.
Hunt Group and Department-Level Reporting
For businesses using call groups, departments, branch locations, or shared answering teams, Shadow provides reporting that helps compare performance across business units. This is especially valuable for organizations that want contact-center-style visibility without necessarily operating a full contact center.
Scheduled Reports and Executive Distribution
Reports can be scheduled for automatic delivery to managers, executives, users, or operational teams. This allows different stakeholders to receive the information they need without logging into the platform every day.
Quality of Service and Traffic Insights
Shadow can help organizations review communication traffic patterns and service quality indicators, giving IT and operations teams better visibility into potential network, endpoint, or usage concerns.
Built for Businesses and Service Providers
Shadow All-In-One Analytics is designed to support both direct business users and service providers managing multiple customer environments. For partners, MSPs, and telecom providers, the platform creates an opportunity to deliver more value around Intermedia Unite / Elevate deployments by adding reporting, analytics, and business intelligence services.
For businesses, the benefit is straightforward: clearer visibility into the communication ecosystem they already depend on.
Better Insights. Better Decisions. Better Outcomes.
With the launch of Shadow All-In-One Analytics for Intermedia Unite / Elevate, RSI continues its mission to help organizations turn communication data into measurable business value.
By combining real-time dashboards, historical reporting, scheduled delivery, and actionable communication analytics, Shadow gives businesses the visibility they need to improve service, manage teams, reduce missed opportunities, and make better decisions.
Availability
Shadow All-In-One Analytics for Intermedia Unite / Elevate is available from RSI. Businesses and partners can learn more by visiting:
About Resource Software International Ltd.
Resource Software International Ltd. is a Canadian software company specializing in communication analytics, call accounting, reporting, and business intelligence solutions for cloud and enterprise communications platforms. RSI’s Shadow product family helps organizations improve visibility, accountability, and decision-making across their communication ecosystem.